The Role of Mobile Application Acceptance in Shaping E-Customer Service

Laith T. Khrais and Abdullah M. Alghamdi
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Laith T. Khrais: Department of Business Administration, College of Applied Studies and Community Services, Imam Abdulrahman Bin Faisal University, Dammam 34212, Saudi Arabia
Abdullah M. Alghamdi: Department of Management Information Systems, College of Applied Studies and Community Services, Imam Abdulrahman Bin Faisal University, Dammam 34212, Saudi Arabia

Future Internet, 2021, vol. 13, issue 3, 1-13

Abstract: Most retailers are integrating their practices with modern technologies to enhance the effectiveness of their operations. The adoption of technology aims to enable businesses to accurately meet customer needs and expectations. This study focused on examining the role of mobile application (app) acceptance in shaping customer electronic experience. A mixed method was adopted, in which qualitative data were collected using interviews, and quantitative data were gathered using the questionnaires. The results indicate that mobile app acceptance contributes to a positive customer experience while purchasing products and services from online retailers. Mobile apps are associated with benefits, such as convenience, ease of use, and the ability to access various products and services. With the rapid development in technology, e-commerce retailers should leverage such innovations to meet customer needs.

Keywords: e-commerce; mobile app; acceptance; e-customer service; experience and engagement (search for similar items in EconPapers)
JEL-codes: O3 (search for similar items in EconPapers)
Date: 2021
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Citations: View citations in EconPapers (1)

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