The Impact of Services Quality Factors on Improving Actual Used for Mobile Application: Customer Engagement as Mediating Variable

Samer Alhawari and Khaled Mahmoud Al. Shawabkeh
Additional contact information
Samer Alhawari: The World Islamic Sciences and Education University, Jordan
Khaled Mahmoud Al. Shawabkeh: The World Islamic Sciences and Education University, Jordan

International Journal of E-Services and Mobile Applications (IJESMA), 2021, vol. 13, issue 3, 50-70

Abstract: Banks argue that the services quality (SQ) and customer engagement (CE) need to embrace mobile applications(m-apps) like any other significant business asset in the bank. In order to succeed, banks need to improve customers' actual usage (AU) of m-apps. This study proposes a model to identify SQ factors that contribute to the CE for improving AU for m-apps. It examined the direct and indirect impacts of SQ and CE on improving AU for m-apps. Simple random sampling was used with customers who had used m-apps as questionnaire respondents (total N=369). All hypotheses were tested using (PLS-SEM). Data collection from a questionnaire of 369 customers from 13 Jordanian commercial banks was used to examine the research model. The results of the study indicate that CE has a significant and direct impact and partially mediates between factors of SQ, namely content, responsiveness, ease of use, and perceived usefulness on improving AU for m-apps. Moreover, this study suggested that, if banks intend to promote their SQ and CE, they must continuously improve their AU for m-apps.

Date: 2021
References: Add references at CitEc
Citations:

Downloads: (external link)
http://services.igi-global.com/resolvedoi/resolve. ... 18/IJESMA.2021070103 (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:igg:jesma0:v:13:y:2021:i:3:p:50-70

Access Statistics for this article

International Journal of E-Services and Mobile Applications (IJESMA) is currently edited by Rajeev Dwivedi

More articles in International Journal of E-Services and Mobile Applications (IJESMA) from IGI Global
Bibliographic data for series maintained by Journal Editor ().