E-relationship quality evaluation by users of "personal account" mobile apps

L'évaluation de la qualité de la relation client en ligne par les utilisateurs d'applications mobiles "espace client"

Éric Barquissau ()
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Éric Barquissau: ESTIA - ESTIA - Institute of technology

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Abstract: The purpose of this article is to investigate the way users of "personal accounts" mobile apps evaluate e-relationship quality within two sectors: the banking sector and the mobile phone sector. This research deals with an important concept: appropriation. A qualitative study has been conducted in order to build a research model and to create a measurement scale to study the appropriation of "personal accounts" mobile apps. Therefore, an online survey (N=416) was conducted to test the hypothesis. The findings suggest that the appropriation of "personal accounts" mobile apps is a mediating variable between perceived ease of use, perceived usability and relationship quality, both in the banking sector and in the mobile phone sector. In the same way, privacy has a positive influence on e-relationship quality. Moreover, perceived interactivity has a positive influence on e-relationship quality, but that particular hypothesis is partially validated. Finally, social presence does not have a positive influence on e-relationship quality.

Keywords: Adoption and appropriation; Personal account; Interactivity; Privacy; e-relationship quality; Qualité de la relation client en ligne; Adoption et appropriation; Espace client; Interactivité; Sécurité/confidentialité (search for similar items in EconPapers)
Date: 2020-05-05
New Economics Papers: this item is included in nep-pay
Note: View the original document on HAL open archive server: https://hal.science/hal-02956267v1
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Published in 36ème Congrès International de l’Association Française de Marketing – 5, 6 & 7 mai 2020, Biarritz., May 2020, Biarritz, France. https://www.afm-marketing.org/fr/dl-congres

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