What makes services customers say “buy it with a mobile phone”?

Gutiérrez, Sonia San Martín; Prodanova, Jana; Catalán, Blanca López

doi:10.1108/jsm-02-2015-0081

Cited by 36 publications

(24 citation statements)

References 95 publications

(111 reference statements)

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“…In addition, several studies have investigated the influence of satisfaction on WOM in the context of m-commerce (Verkijika, 2018), m-shopping (San-Martin et al , 2015, 2016) and m-banking (Sampaio et al , 2017).…”

Section: Literature Review and Research Modelmentioning

confidence: 99%

What drives customer satisfaction and word of mouth in mobile commerce services? A UTAUT2-based analytical approach

Kalinić

Marinković

Djordjević

et al. 2019

JEIM

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Purpose The purpose of this paper, which is based on the UTAUT2 model, is to develop and evaluate a predictive model of customer satisfaction related to mobile commerce (m-commerce) and the willingness to recommend this service to others. Design/methodology/approach The study was conducted based on a sample of 402 respondents. Confirmative factor analysis was used to evaluate the validity of the model, while structural equation modeling (SEM) was used to test the hypotheses. Finally, artificial neural networks were used to rank the influence of the significant predictors obtained by SEM. Findings Trust was found to be the most significant driver of customer satisfaction, followed by performance expectancy and perceived value. In addition, affective commitment and satisfaction were identified as the strongest predictors of word of mouth (WOM). Originality/value The originality/value of the paper lies in the establishment of the connection between the independent variables of the UTAUT 2 model – trust, satisfaction, affective and continence commitment and WOM. Additionally, it is one of a small number of studies investigating customer commitments and their influence on WOM in m-commerce.

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Section: Literature Review and Research Modelmentioning

confidence: 99%

What drives customer satisfaction and word of mouth in mobile commerce services? A UTAUT2-based analytical approach

Kalinić

Marinković

Djordjević

et al. 2019

JEIM

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“…Didalam penelitianya, Jana, Blanca, & Catalán (2016) menemukan bahwa kepuasan konsumen sangat berpengaruh signifikan terhadap pembentukan WOM, sedangkan menurut (Teo & Soutar, 2012) kepuasan konsumen memediasi terhadap pembentukan WOM melalui komitmen afektif, sehingga kepuasan dan komitmen pelanggan merupakan faktor penentu terbentuknya e-WOM. Penelitian lain menyebutkan bahwa kepuasan konsumen dan komitmen yang dirasakan berpengaruh signifikan terhadap perilaku WOM (Harris & Khatami, 2017).…”

Section: Pengembangan Hipotesisunclassified

“…Setiap item pernyataan yang dipergunakan sebagai instrumen penelitian diperoleh melalui tinjauan literatur. Ada enam item pernyataan untuk mengukur kepuasan konsumen yang diadaptasi dari (Gustaffsson, Johnson, & Roos, 2006;Jana et al, 2016). Ada tujuh item pernyataan untuk mengukur komitmen pelanggan yang diadaptasi dari (Al-Hawari, 2011;Bansal et al, 2004;Sumaedi et al, 2015).…”

Section: Gambar 1 Rerangka Konseptualunclassified

“…Konsumen selanjutnya akan merekomedasikan kepada calon pembeli lain melalui komunikasi langsung atau elektronik dengan media sosial (e-WOM). Hasil penelitian lain juga menunjukkan bahwa kepuasan konsumen dalam bertransaksi sangat memberikan pengaruh positif terhadap Pengaruh Kepuasan Konsumen Terhadap Pembentukan Komitmen Pelanggan dan e-WOM Pada Pengguna Aplikasi e-Money "OVO" 105 terbentuknya WOM (Jana et al, 2016), kepuasan dirasakan berpengaruh signifikan terhadap perilaku WOM (Harris & Khatami, 2017). Hipotesis kedua membuktikan komitmen afektif berpengaruh terhadap e-WOM, dengan nilai t-value sebesar 2,11 > t-table 1,99 serta p-value sebesar 0,04 <0,05.…”

Section: Konstrukunclassified

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PENGARUH KEPUASAN KONSUMEN TERHADAP PEMBENTUKAN KOMITMEN PELANGGAN DAN e-WOM PADA PENGGUNA APLIKASI e-MONEY “OVO”

Oktaviani

Astuti

Firdiansjah

2019

manaj. pemasar. jasa.

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<pre><em>The purpose of this study was to examine the effect of customer satisfaction on the formation of customer commitment and e-WOM. Commitments are divided into three, namely affective commitment, continuance commitment and normative commitment and are located as intervening variables. Data was collected from 100 e-money “OVO” application users in Malang who met the criteria determined by the researcher. The hypothesis is tested by path analysis using Smart PLS 3.2. The results of the study show that consumer satisfaction has a strong influence on the formation of affective commitment and normative commitment and encourages e-WOM behavior. Continuous commitment has no significant effect on e-WOM, because some customers decide to continue using OVO but choose not to disseminate OVO information to others. There is an indirect effect between customer satisfaction and EWOM through costumer commitment as intervening. Managerial advice that can be obtained is that the position of customer satisfaction is very important in marketing digital products because it is able to build customer commitment and encourage consumers to participate in disseminating product information to the public. The limitations of this study are in terms of numbers that are less representative so that further research is expected to expand the area used as the object of study and increase the number of respondents to the study so that the results obtained are expected to be better.</em></pre>

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“…Smartphones, phablets, and tablets are facilitating dramatic changes in both service consumption and how consumers interact with different service providers. These portable devices are now in continuous use by consumers when performing different tasks, such as communicating, browsing for information and news, entertainment, banking & payment services, social networking, and shopping (San-Martín et al, 2016). Unlike entertainment, using portable devices to conduct banking and payment transactions (e.g., sending and receiving money) is ascending in many developing and emerging countries, which often have inadequate branch-oriented banking services network.…”

Section: Introductionmentioning

confidence: 99%

Drivers and outcomes of consumer engagement

Glavee-Geo

Shaikh

Karjaluoto

et al. 2019

IJBM

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Purpose The purpose of this paper is to examine the drivers of consumer engagement and its consequences via the experiences of mobile money services’ users in Ghana and to discuss its implications for the society, financial service innovation, delivery and operations. Design/methodology/approach A pre-tested survey instrument was used with a sample of 595 mobile money services users in Ghana. SmartPLS application was used to analyze the data and report findings. Findings The study shows that perceived risk, consumer empowerment, subjective norm, performance expectancy and effort expectancy influence the affect component of consumer engagement and explain around half of its variance. The effect of perceived risk on consumer engagement was counterintuitive. Perceived risk was significant and positive for cognitive processing, whereas the effect was significant but negative for affect. The authors found support for the positive effect of cognitive processing on advocacy intention but no support for its effect on continuous usage. By contrast, affect strongly influenced both advocacy intention and continuous usage of mobile money services. Practical implications The authors highlight the implications of mobile money services to business and marketing/service managers, policy makers, non-banking entities (such as telecoms and financial technology firms) and to the society in general. The authors provide important insights into how service providers can manage consumer engagement process and formulate marketing strategies to target and promote this simple, but innovative service to consumers. Moreover, the authors discuss the societal implications of the study in Ghana, a developing country. The authors recommend several options for future studies in order to stimulate the research agenda on mobile financial services in general. Originality/value The present study shows that although mobile money was initially introduced to help consumers who hitherto have no access to formal banking services, this form of banking has become increasingly popular among various consumer segments as its usage and adoption has increased multifold largely in emerging and developing countries. The main contribution of this study is the development and testing of the “mobile money customer engagement model.” Moreover, this study shows the key factors that influence the engagement process and the effects of these factors as analyzed within the context of a developing country.

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What makes services customers say “buy it with a mobile phone”?

Cited by 36 publications

References 95 publications

What drives customer satisfaction and word of mouth in mobile commerce services? A UTAUT2-based analytical approach

What drives customer satisfaction and word of mouth in mobile commerce services? A UTAUT2-based analytical approach

PENGARUH KEPUASAN KONSUMEN TERHADAP PEMBENTUKAN KOMITMEN PELANGGAN DAN e-WOM PADA PENGGUNA APLIKASI e-MONEY “OVO”

Drivers and outcomes of consumer engagement

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