服务延续意图建模:来自应用商店的证据

IF 3.3 Q2 BUSINESS
Sze Ling Ng, Sajad Rezaei, N. Valaei, M. Iranmanesh
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引用次数: 1

摘要

目的本研究旨在探讨零售应用程式满意度与持续使用意愿的驱动因素。基于IS成功模型、E-S-QUAL模型和期望与不确认模型,构建了一个综合理论框架来解释零售应用用户的满意度和继续意愿。设计/方法/方法从有使用零售应用服务经验的马来西亚目标受访者中收集了总共359个可用数据。数据分析采用偏最小二乘技术。结果表明:系统质量和电子服务质量正向影响零售应用使用满意度,并通过满意度对继续使用意愿产生正向的直接和间接影响。价格水平对零售应用的使用满意度有负面影响。价格水平对零售app的持续使用意愿没有直接影响,但通过满意度对持续使用意愿有间接影响。虽然营销渠道的成功主要取决于其持续使用而不是首次使用,但很少有研究关注零售应用服务。本研究通过解释系统质量、电子服务质量和价格水平对零售应用满意度和继续使用意愿的影响,有助于提高对零售应用的认识。有趣的是,多群体分析的结果表明,女性Y世代应用程序用户比男性更满意,但这种差异并不影响他们继续使用零售应用程序的意愿。研究结果还表明,使用应用程序的频率与零售应用程序用户满意度无关,但与他们继续使用零售应用程序服务的意愿高度相关。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
Modelling services continuance intention: evidence from apps stores
PurposeThe objective of this study is to examine the drivers of retail apps satisfaction and continuance intention. An integrative theoretical framework was developed based on the IS success model, E-S-QUAL and expectancy and disconfirmation model to explain retail apps users’ satisfaction and continuance intention.Design/methodology/approachA total of 359 useable data were collected from the targeted Malaysian respondents who had experience in using retail apps services. Data were analysed using the partial least squares technique.FindingsThe results indicate that system quality and e-service quality positively influence retail apps usage satisfaction and have positive direct and indirect effects through satisfaction on continuance intention. The price level has a negative effect on retail apps usage satisfaction. Even though price level has no direct effect on continuance intention to use retail apps, it has an indirect effect on continuance intention through satisfaction.Originality/valueAlthough the success of a marketing channel mainly depends on its continuance usage rather than first-time usage, few studies have paid attention to retail apps services. This study contributes to the advancement of knowledge on retail apps by explaining the roles of system quality, e-service quality and price level on retail apps satisfaction and continuance intention. Interestingly, the findings of multi-group analysis imply that female Gen Y app users are more satisfied than males while such differences do not impact their continuance intention to use the retail apps. The findings also suggested that frequency of using apps has no relevance to retail apps user satisfaction, but highly relevant to their continuance intention to use retail Apps services.
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来源期刊
CiteScore
7.20
自引率
13.20%
发文量
69
期刊介绍: The Asia Pacific Journal of Business Administration (APJBA) publishes original research on: Business Strategy and Policy, Accounting and Board Governance, Marketing and People Management, and Operations and Supply Chain Management. The journal welcomes practical and skill-based submissions in these areas. There is particular interest in submissions regarding: Sustainable Business Practices, Quality Management Practices, Innovation and Creativity in Management, as well as Managing a Learning Organisation. The Asia Pacific region is full of collaborations between government, NGOs and private enterprise. Submissions are welcome which contribute to our understanding of partnerships and the cross-cultural issues. Research methods vary, and the journal is interested in the full diverse of qualitative (case and action research, etc) as well as quantitative survey studies and their recommendations. The APJBA seeks to become a forum for both established scholars and early career researchers in all aspects of management and business in the Asia-Pacific region. Emphasis is on rigour and relevance, on theory and practice, in a globalised scholarly environment.
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