The relationship between attitude toward using and customer satisfaction with mobile application services

Abstract

Purpose – The methodology of mobile commerce as a significant application for both enterprises and customers are becoming crucial, but few studies discuss the usage attitude toward and customer satisfaction with mobile application (app) services in the life insurance industry. The purpose of this paper is to investigate the effects of attitude toward using life insurers’ mobile app services on customer satisfaction. Design/methodology/approach – The study is based on a questionnaire survey of 538 respondents in Taiwan. The data are analyzed through ANOVA, multiple regression, and path analysis. Findings – The results indicate that all variables significantly and positively affected usage attitude. Among them, compatibility had the most significant influence. In addition, consumers’ perceived usefulness and perceived ease of use positively affected customer satisfaction. Furthermore, the path analysis result demonstrates that usage attitude is the most significant factor for customer satisfaction, and the second-most important factor is the cognition of compatibility’s indirect effect on usage attitude. Originality/value – The paper extends our understanding of the insured’s usage attitude toward and satisfaction with life insurers’ app services by integrating the technology acceptance model and innovation diffusion theory. The results have practical implications for reinforcing customer relationship management and contribute to fulfilling the need for marketing evidence in life insurance.

Technology as a Double-Edged Sword: From Behavior Prediction with UTAUT to Students’ Outcomes Considering Personal Characteristics

“…This result is consistent with previous research that has confirmed a positive relationship between attitude and satisfaction (Chan et al, 2010). More recently, C-Y Lee et al (2015) found that consumers of an insurance application were more satisfied with the application service when their evaluation of that application was higher. They concluded that attitude toward using a technology positively influences customer satisfaction.…”

“…Indeed, we think that satisfaction of the course is a student result that may be better for students who have a good attitude toward using a technology in the course. C-Y Lee et al (2015) suggested that users' attitude significantly and positively influences customer satisfaction of using life insurers' app services. Therefore, we propose to test the hypothesis below:…”

The Product Service System Lean Design Methodology (PSSLDM)

“…As a result, pushed by the final aim of reaching new market competitive advantages (Porter and Heppelmann, 2014), they risk obtaining less profit than expected (Gebauer et al, 2005). Indeed, they attempt to increase their actual capabilities: to proactively manage lifecycle data (Gandhi et al, 2014), to provide customers with solutions better meeting their needs (Tan et al, 2010) and also to obtain back customer feedback and usage data to effectively (re)design and deliver new solutions on the market (Ponsignon et al, 2015). In this new context, the necessity to integrate and manage multiple sources of knowledge along the PSS design process in a systematic and structured way to allow an innovative design of PSS has been emphasised in the literature (Brissaud and Tichkiewftch, 2003) (Trevisan and Brissaud, 2016).…”

How Do Emotions Impact Mobile Services Acceptance? A Systematic Literature Review

“…This study extends our previous work [22], which explores the acceptance of mobile services, by focusing on the emotional aspect. The emotional impact on mobile services acceptance is observed in different extent, where the emotional aspect is the focus of the research [23,24] or it is presented only via the observed factors [25,26]. Also the emotions are observed in relation to the intention to adopt mobile services [23,27], continued use intention [24], or postacceptance behaviour [28].…”