Examining the Influence of Mobile Store Features on User E-Satisfaction: Extending UTAUT2 with Personalization, Responsiveness, and Perceived Security and Privacy
4School of Management [Swansea] (School of Management
Swansea University
Bay Campus
Fabian Way
Swansea
SA1 8EN - United Kingdom)
Swansea University (Singleton Park
Swansea
SA2 8PP Wales - United Kingdom)
Abstract : Despite the rapid growth in mobile stores (e.g., Apple Store, Google Play), scholarly research in this area is still in the early stages. In particular, there is a need for more empirical analysis of how the main features of these new systems shape the customer experience. This study aims to empirically identify and validate the key factors shaping users’ satisfaction toward mobile stores. The conceptual model was proposed based on a group of the main factors from the extended Unified Theory of Acceptance and Use of Technology (UTAUT2), mobile interactivity, and perceived security and privacy. The empirical analysis was conducted in Jordan by collecting data from a convenience sample of users of mobile stores. Structural equation modelling was applied to test the current study’s model. The results support the significant impact of performance expectancy, price value, hedonic motivation, personalization, responsiveness, and perceived security and privacy on user satisfaction. Discussion of the main limitations and future research directions are also provided.
https://hal.inria.fr/hal-02510097 Contributor : Hal IfipConnect in order to contact the contributor Submitted on : Tuesday, March 17, 2020 - 2:53:40 PM Last modification on : Wednesday, June 9, 2021 - 3:26:02 PM Long-term archiving on: : Thursday, June 18, 2020 - 2:32:15 PM
Ali Abdallah Alalwan, Abdullah M. Baabdullah, Nripendra P. Rana, yogesh Dwivedi, Hatice Kizgin. Examining the Influence of Mobile Store Features on User E-Satisfaction: Extending UTAUT2 with Personalization, Responsiveness, and Perceived Security and Privacy. 18th Conference on e-Business, e-Services and e-Society (I3E), Sep 2019, Trondheim, Norway. pp.50-61, ⟨10.1007/978-3-030-29374-1_5⟩. ⟨hal-02510097⟩