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DDC 332
Tác giả CN Shahid, Shadma
Nhan đề Examining consumer experience in using m-banking apps : A study of its antecedents and outcomes / Shadma Shahid, Jamid Ul Islam, Shehla Malik, Uzma Hasan
Thông tin xuất bản Elsevier, 2021
Mô tả vật lý 11 pages
Tóm tắt The purpose of this study is to examine the antecedents and outcomes of consumer experience (CX) with mobile banking (m-banking) apps. To understand the linkage of CX with other constructs, data collection was done using a structured questionnaire through an online survey. A sample of 473 respondents were analysed using structural equation modeling by testing the proposed hypotheses in AMOS (Analysis of Moment Structures) version 22.0. The findings revealed that convenience, trust, and social influence play a significant role in enhancing CX with the m-banking app use. Apps attributes was found to be relatively less important and no relationship was found between customer support and CX. Customer loyalty and customer intention to continue using the m-banking apps were observed as significant outcome variables. This study will contribute to the growing literature on CX and will guide managers in recognizing the importance of CX in designing appropriate strategies for the promotion of m-banking and engaging their customers in a developing country context.
Từ khóa tự do Customer engagement
Từ khóa tự do Customer experience
Từ khóa tự do M-Banking
Từ khóa tự do Usage intent
Từ khóa tự do Customer loyalty
Từ khóa tự do Trải nghiệm khách hàng
Khoa Khoa Tài chính - Kế toán
Tác giả(bs) CN Hasan, Uzma
Tác giả(bs) CN Islam, Jamid Ul
Tác giả(bs) CN Malik, Shehla
Nguồn trích Journal of Retailing and Consumer Services. ISSN: 1873-1384, 2022, , Volume 65
Địa chỉ Thư Viện Đại học Nguyễn Tất Thành
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082 |a332|223
100 |aShahid, Shadma
245 |aExamining consumer experience in using m-banking apps : |bA study of its antecedents and outcomes / |cShadma Shahid, Jamid Ul Islam, Shehla Malik, Uzma Hasan
260 |bElsevier, |c2021
300|a11 pages
520 |aThe purpose of this study is to examine the antecedents and outcomes of consumer experience (CX) with mobile banking (m-banking) apps. To understand the linkage of CX with other constructs, data collection was done using a structured questionnaire through an online survey. A sample of 473 respondents were analysed using structural equation modeling by testing the proposed hypotheses in AMOS (Analysis of Moment Structures) version 22.0. The findings revealed that convenience, trust, and social influence play a significant role in enhancing CX with the m-banking app use. Apps attributes was found to be relatively less important and no relationship was found between customer support and CX. Customer loyalty and customer intention to continue using the m-banking apps were observed as significant outcome variables. This study will contribute to the growing literature on CX and will guide managers in recognizing the importance of CX in designing appropriate strategies for the promotion of m-banking and engaging their customers in a developing country context.
653 |aCustomer engagement
653 |aCustomer experience
653 |aM-Banking
653 |aUsage intent
653 |aCustomer loyalty
653|aTrải nghiệm khách hàng
690 |aKhoa Tài chính - Kế toán
700 |aHasan, Uzma
700 |aIslam, Jamid Ul
700 |aMalik, Shehla
773|tJournal of Retailing and Consumer Services|x1873-1384, 2022|iVolume 65
852 |aThư Viện Đại học Nguyễn Tất Thành
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