Examining the Influence of Mobile Store Features on User E-Satisfaction: Extending UTAUT2 with Personalization, Responsiveness, and Perceived Security and Privacy

Ali Abdallah Alalwan*, Abdullah M. Baabdullah, Nripendra P. Rana, Yogesh K. Dwivedi, Hatice Kizgin

*Corresponding author for this work

Research output: Chapter in Book/Report/Conference proceedingConference contributionAcademicpeer-review

Abstract

Despite the rapid growth in mobile stores (e.g., Apple Store, Google Play), scholarly research in this area is still in the early stages. In particular, there is a need for more empirical analysis of how the main features of these new systems shape the customer experience. This study aims to empirically identify and validate the key factors shaping users’ satisfaction toward mobile stores. The conceptual model was proposed based on a group of the main factors from the extended Unified Theory of Acceptance and Use of Technology (UTAUT2), mobile interactivity, and perceived security and privacy. The empirical analysis was conducted in Jordan by collecting data from a convenience sample of users of mobile stores. Structural equation modelling was applied to test the current study’s model. The results support the significant impact of performance expectancy, price value, hedonic motivation, personalization, responsiveness, and perceived security and privacy on user satisfaction. Discussion of the main limitations and future research directions are also provided.

Original languageEnglish
Title of host publicationDigital Transformation for a Sustainable Society in the 21st Century - 18th IFIP WG 6.11 Conference on e-Business, e-Services, and e-Society, I3E 2019, Proceedings
EditorsIlias O. Pappas, Ilias O. Pappas, John Krogstie, Letizia Jaccheri, Patrick Mikalef, Yogesh K. Dwivedi, Matti Mäntymäki
PublisherSpringer
Pages50-61
Number of pages12
ISBN (Print)9783030293734
DOIs
Publication statusPublished - 2019
Externally publishedYes
Event18th IFIP Conference on e-Business, e-Services, and e-Society, I3E 2019 - Trondheim, Norway
Duration: 18 Sep 201920 Sep 2019
Conference number: 18
https://www.i3e2019.com/

Publication series

NameLecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
Volume11701 LNCS
ISSN (Print)0302-9743
ISSN (Electronic)1611-3349

Conference

Conference18th IFIP Conference on e-Business, e-Services, and e-Society, I3E 2019
Abbreviated titleI3E 2019
CountryNorway
CityTrondheim
Period18/09/1920/09/19
Internet address

Keywords

  • E-satisfaction
  • Mobile app stores
  • Mobile interactivity
  • UTAUT2

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