Customer satisfaction and loyalty factors of Mobile Commerce among young retail customers in Croatia
Autor(a) principal: | |
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Data de Publicação: | 2016 |
Outros Autores: | , |
Tipo de documento: | Artigo |
Idioma: | eng |
Título da fonte: | Gestão e sociedade |
Texto Completo: | https://ges.face.ufmg.br/index.php/gestaoesociedade/article/view/1459 |
Resumo: | Mobile technology has begun to transform the way young retail consumers shop, allowing them more intermediate control over purchasing process. With competition accelerating in retail industry, mobile devices have been used widely in delivering value-added services. Hence, mobile commerce is likely to make a strong influence on business activities, consumer behavior, as well as national and global markets. The purpose of this paper is to identify key factors influencing customer satisfaction and loyalty in mobile commerce by empirically-based research questionnaire. Based on previous literature, the paper builds sets of customer satisfaction and loyalty constructs for mobile commerce. Significant constructs and their relationships are examined by m-commerce satisfaction model employing structural equation model. Research findings indicate that all constructs significantly affect Smartphone customers’ satisfaction, except for the price. Furthermore, satisfaction has moderately strong influence on Smartphone customer’ loyalty. The implication of this research to researchers and practitioners is discussed. |
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Gestão e sociedade |
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Customer satisfaction and loyalty factors of Mobile Commerce among young retail customers in CroatiaCustomer satisfaction and loyalty factors of Mobile Commerce among young retail customers in CroatiaMobile CommerceCustomer SatisfactionCustomer LoyaltyYoung CustomersCroatia.Mobile CommerceCustomer SatisfactionCustomer LoyaltyYoung CustomersCroatiaMobile technology has begun to transform the way young retail consumers shop, allowing them more intermediate control over purchasing process. With competition accelerating in retail industry, mobile devices have been used widely in delivering value-added services. Hence, mobile commerce is likely to make a strong influence on business activities, consumer behavior, as well as national and global markets. The purpose of this paper is to identify key factors influencing customer satisfaction and loyalty in mobile commerce by empirically-based research questionnaire. Based on previous literature, the paper builds sets of customer satisfaction and loyalty constructs for mobile commerce. Significant constructs and their relationships are examined by m-commerce satisfaction model employing structural equation model. Research findings indicate that all constructs significantly affect Smartphone customers’ satisfaction, except for the price. Furthermore, satisfaction has moderately strong influence on Smartphone customer’ loyalty. The implication of this research to researchers and practitioners is discussed. Mobile technology has begun to transform the way young retail consumers shop, allowing them more intermediate control over purchasing process. With competition accelerating in retail industry, mobile devices have been used widely in delivering value-added services. Hence, mobile commerce is likely to make a strong influence on business activities, consumer behavior, as well as national and global markets. The purpose of this paper is to identify key factors influencing customer satisfaction and loyalty in mobile commerce by empirically-based research questionnaire. Based on previous literature, the paper builds sets of customer satisfaction and loyalty constructs for mobile commerce. Significant constructs and their relationships are examined by m-commerce satisfaction model employing structural equation model. Research findings indicate that all constructs significantly affect Smartphone customers’ satisfaction, except for the price. Furthermore, satisfaction has moderately strong influence on Smartphone customer’ loyalty. The implication of this research to researchers and practitioners is discussed.CEPEAD/FACE - UFMG2016-09-09info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfhttps://ges.face.ufmg.br/index.php/gestaoesociedade/article/view/145910.21171/ges.v10i27.2129Management & Society Electronic Journal; Vol. 10 No. 27 (2016): Setembro/Dezembro; 1476Gestão e Sociedade; v. 10 n. 27 (2016): Setembro/Dezembro; 14761980-575610.21171/ges.v10i27reponame:Gestão e sociedadeinstname:Universidade Federal de Minas Gerais (UFMG)instacron:UFMGenghttps://ges.face.ufmg.br/index.php/gestaoesociedade/article/view/1459/1192Copyright (c) 2016 Gestão e Sociedadeinfo:eu-repo/semantics/openAccessDužević, InesDelić, MiaKnežević, Blaženka2016-12-28T16:13:13Zoai:ojs.pkp.sfu.ca:article/2129Revistahttps://www.gestaoesociedade.org/gestaoesociedadePUBhttps://www.gestaoesociedade.org/gestaoesociedade/oaiges@face.ufmg.br||ricardo.ges.ufmg@gmail.com||1980-57561980-5756opendoar:2016-12-28T16:13:13Gestão e sociedade - Universidade Federal de Minas Gerais (UFMG)false |
dc.title.none.fl_str_mv |
Customer satisfaction and loyalty factors of Mobile Commerce among young retail customers in Croatia Customer satisfaction and loyalty factors of Mobile Commerce among young retail customers in Croatia |
title |
Customer satisfaction and loyalty factors of Mobile Commerce among young retail customers in Croatia |
spellingShingle |
Customer satisfaction and loyalty factors of Mobile Commerce among young retail customers in Croatia Dužević, Ines Mobile Commerce Customer Satisfaction Customer Loyalty Young Customers Croatia. Mobile Commerce Customer Satisfaction Customer Loyalty Young Customers Croatia |
title_short |
Customer satisfaction and loyalty factors of Mobile Commerce among young retail customers in Croatia |
title_full |
Customer satisfaction and loyalty factors of Mobile Commerce among young retail customers in Croatia |
title_fullStr |
Customer satisfaction and loyalty factors of Mobile Commerce among young retail customers in Croatia |
title_full_unstemmed |
Customer satisfaction and loyalty factors of Mobile Commerce among young retail customers in Croatia |
title_sort |
Customer satisfaction and loyalty factors of Mobile Commerce among young retail customers in Croatia |
author |
Dužević, Ines |
author_facet |
Dužević, Ines Delić, Mia Knežević, Blaženka |
author_role |
author |
author2 |
Delić, Mia Knežević, Blaženka |
author2_role |
author author |
dc.contributor.author.fl_str_mv |
Dužević, Ines Delić, Mia Knežević, Blaženka |
dc.subject.por.fl_str_mv |
Mobile Commerce Customer Satisfaction Customer Loyalty Young Customers Croatia. Mobile Commerce Customer Satisfaction Customer Loyalty Young Customers Croatia |
topic |
Mobile Commerce Customer Satisfaction Customer Loyalty Young Customers Croatia. Mobile Commerce Customer Satisfaction Customer Loyalty Young Customers Croatia |
description |
Mobile technology has begun to transform the way young retail consumers shop, allowing them more intermediate control over purchasing process. With competition accelerating in retail industry, mobile devices have been used widely in delivering value-added services. Hence, mobile commerce is likely to make a strong influence on business activities, consumer behavior, as well as national and global markets. The purpose of this paper is to identify key factors influencing customer satisfaction and loyalty in mobile commerce by empirically-based research questionnaire. Based on previous literature, the paper builds sets of customer satisfaction and loyalty constructs for mobile commerce. Significant constructs and their relationships are examined by m-commerce satisfaction model employing structural equation model. Research findings indicate that all constructs significantly affect Smartphone customers’ satisfaction, except for the price. Furthermore, satisfaction has moderately strong influence on Smartphone customer’ loyalty. The implication of this research to researchers and practitioners is discussed. |
publishDate |
2016 |
dc.date.none.fl_str_mv |
2016-09-09 |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
https://ges.face.ufmg.br/index.php/gestaoesociedade/article/view/1459 10.21171/ges.v10i27.2129 |
url |
https://ges.face.ufmg.br/index.php/gestaoesociedade/article/view/1459 |
identifier_str_mv |
10.21171/ges.v10i27.2129 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.relation.none.fl_str_mv |
https://ges.face.ufmg.br/index.php/gestaoesociedade/article/view/1459/1192 |
dc.rights.driver.fl_str_mv |
Copyright (c) 2016 Gestão e Sociedade info:eu-repo/semantics/openAccess |
rights_invalid_str_mv |
Copyright (c) 2016 Gestão e Sociedade |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.publisher.none.fl_str_mv |
CEPEAD/FACE - UFMG |
publisher.none.fl_str_mv |
CEPEAD/FACE - UFMG |
dc.source.none.fl_str_mv |
Management & Society Electronic Journal; Vol. 10 No. 27 (2016): Setembro/Dezembro; 1476 Gestão e Sociedade; v. 10 n. 27 (2016): Setembro/Dezembro; 1476 1980-5756 10.21171/ges.v10i27 reponame:Gestão e sociedade instname:Universidade Federal de Minas Gerais (UFMG) instacron:UFMG |
instname_str |
Universidade Federal de Minas Gerais (UFMG) |
instacron_str |
UFMG |
institution |
UFMG |
reponame_str |
Gestão e sociedade |
collection |
Gestão e sociedade |
repository.name.fl_str_mv |
Gestão e sociedade - Universidade Federal de Minas Gerais (UFMG) |
repository.mail.fl_str_mv |
ges@face.ufmg.br||ricardo.ges.ufmg@gmail.com|| |
_version_ |
1797067419493072896 |