Demystifying the Effect of Flow Experience for Mobile App-Based E-Services: A Moderated Mediation Study

Md Rifayat Islam Rushan, S. S. M. Sadrul Huda and S. S. M. Sadrul Huda
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Md Rifayat Islam Rushan: East West University, Bangladesh
S. S. M. Sadrul Huda: East West University, Bangladesh
S. S. M. Sadrul Huda: East West University, Bangladesh

International Journal of E-Services and Mobile Applications (IJESMA), 2022, vol. 14, issue 1, 1-26

Abstract: The purpose of this paper is to understand the consumer behavior by investigating the effect of flow experience and marketing mix on consumers continued intention to use e-services provided through mobile applications and subsequent effect on consumers loyalty. The study also tests through a moderated mediation approach, the mediation of continued intention to use between flow experience-marketing mix and consumers loyalty while considering the moderating role of e-trust and privacy concern with the application. An online survey was conducted to collect data from the consumers, obtaining 405 valid samples which were analyzed using multiple regression to test the conceptual model of this study. The findings support that flow experience in mobile apps increases consumes intention to use, which is a significant predictor for consumer loyalty for services availed through mobile apps. This study provides insights for the marketers to build the flow in the mobile apps with interactive features, aesthetic design and ease of use to drive for continued intention to use and loyalty.

Date: 2022
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