Why Do Users Install and Delete Apps? A Survey Study

Ickin, Selim; Petersen, Kai; González-Huerta, Javier

doi:10.1007/978-3-319-69191-6_13

Cited by 18 publications

(12 citation statements)

References 9 publications

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“…A possibility is cooperating with a mobile app development company that provides consultancy on app store optimization, app review generation, or app indexing. Such cooperation might also help to guarantee a stable system, frequent updates, and data protection—important criteria that induce customers to keep and use an app (Ickin et al , 2017).…”

Section: Discussionmentioning

confidence: 99%

The impact of augmented reality on overall service satisfaction in elaborate servicescapes

Gäthke

2020

JOSM

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PurposeArtificial intelligence (AI) has the potential to facilitate service provision and forms the basis for various smart services, such as augmented reality (AR) apps. The purpose of this study is to investigate the guiding help of an AR app in elaborate servicescapes, which typically constitute complex environments. The study examines how an AR guidance app impacts service evaluation.Design/methodology/approachThis research conducted a field experiment during a trade fair. It employed a two-group between-subjects design (AR app vs traditional 2D map) in order to examine how guidance through complex environments affects overall service satisfaction. Hypotheses were tested through analysis of covariance (ANCOVA), moderated regression, and PROCESS.FindingsThe results reveal that an AR app compared to a traditional 2D map leads to significantly higher overall service satisfaction. This relationship is mediated by perceived complexity reduction. Moreover, perceived behavioral control acts as a moderator. Further, the usage of an AR app tends to improve customer loyalty.Practical implicationsManagers learn whether it is worthwhile to employ AR apps in elaborate service environments as well as how to implement them.Originality/valueBy conducting a field experiment and examining a concrete AI-based smart service (i.e. an AR app), this research adds to the AI literature, which has been mostly conceptual, and contributes to the underexamined field of elaborate servicescapes.

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Section: Discussionmentioning

confidence: 99%

The impact of augmented reality on overall service satisfaction in elaborate servicescapes

Gäthke

2020

JOSM

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“…Adding to the above, the industry discusses several practices to promote apps (Saxena 2020 ; Fedorychak 2019 )—e.g., App store optimization via keywords and the inclusion of screenshots and videos for greater conversion rate (Karagkiozidou, Ziakis, Vlachopoulou and Kyrkoudis 2019 ; Padilla-Piernas et al 2019 ), or the use of push notifications (Srivastava 2017 ; Clearbridge Mobile 2019 ). At the same time, some studies highlight the power of promoting apps via influencers (Hu, Zhang and Wang 2019 ) or via leveraging user reviews and ratings (Ickin, Petersen and Gonzalez-Huerta 2017 ; Kübler et al 2018 ; Numminen and Sällberg 2017 ; Hyrynsalmi, Seppänen, Aarikka-Stenroos, Suominen, Järveläinen and Harkke 2015 ; Liu, Au and Choi 2014 ). Nonetheless, there is a limited understanding of the implication and effectiveness of promoting apps via these methods.…”

Section: “Always On” Points Of Interactionmentioning

confidence: 99%

Marketing research on Mobile apps: past, present and future

Stocchi

Pourazad

Michaelidou

et al. 2021

J. of the Acad. Mark. Sci.

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“…On the one hand, it could signal transparency on the part of app developers and thus boost end users’ trust. On the other hand, it may deter end users from downloading the app altogether, since unpopular apps are unlikely to be downloaded in the first place [ 21 ].…”

Section: Discussionmentioning

confidence: 99%

The Mobile Health App Trustworthiness Checklist: Usability Assessment

Haasteren

Vayena

Powell

2020

JMIR Mhealth Uhealth

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Background The mobile health (mHealth) app trustworthiness (mHAT) checklist was created to identify end users’ opinions on the characteristics of trustworthy mHealth apps and to communicate this information to app developers. To ensure that the checklist is suited for all relevant stakeholders, it is necessary to validate its contents. Objective The purpose of this study was to assess the feasibility of the mHAT checklist by modifying its contents according to ratings and suggestions from stakeholders familiar with the process of developing, managing, or curating mHealth apps. Methods A 44-item online survey was administered to relevant stakeholders. The survey was largely comprised of the mHAT checklist items, which respondents rated on a 5-point Likert scale, ranging from completely disagree (1) to completely agree (5). Results In total, seven professional backgrounds were represented in the survey: administrators (n=6), health professionals (n=7), information technology personnel (n=6), managers (n=2), marketing personnel (n=3), researchers (n=5), and user experience researchers (n=8). Aside from one checklist item—“the app can inform end users about errors in measurements”—the combined positive ratings (ie, completely agree and agree) of the checklist items overwhelmingly exceeded the combined negative ratings (ie, completely disagree and disagree). Meanwhile, two additional items were included in the checklist: (1) business or funding model of the app and (2) details on app uninstallation statistics. Conclusions Our results indicate that the mHAT checklist is a valuable resource for a broad range of stakeholders to develop trustworthy mHealth apps. Future studies should examine if the checklist works best for certain mHealth apps or in specific settings.

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Why Do Users Install and Delete Apps? A Survey Study

Cited by 18 publications

References 9 publications

The impact of augmented reality on overall service satisfaction in elaborate servicescapes

The impact of augmented reality on overall service satisfaction in elaborate servicescapes

Marketing research on Mobile apps: past, present and future

The Mobile Health App Trustworthiness Checklist: Usability Assessment

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