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

doi:10.1007/978-3-030-29374-1_5

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 proceeding › Conference contribution › Academic › peer-review

7 Citations (Scopus)

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 language	English
Title of host publication	Digital 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
Editors	Ilias O. Pappas, Ilias O. Pappas, John Krogstie, Letizia Jaccheri, Patrick Mikalef, Yogesh K. Dwivedi, Matti Mäntymäki
Publisher	Springer
Pages	50-61
Number of pages	12
ISBN (Print)	9783030293734
DOIs	https://doi.org/10.1007/978-3-030-29374-1_5
Publication status	Published - 2019
Externally published	Yes
Event	18th IFIP Conference on e-Business, e-Services, and e-Society, I3E 2019 - Trondheim, Norway Duration: 18 Sept 2019 → 20 Sept 2019 Conference number: 18 https://www.i3e2019.com/

Publication series

Name	Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
Volume	11701 LNCS
ISSN (Print)	0302-9743
ISSN (Electronic)	1611-3349

Conference

Conference	18th IFIP Conference on e-Business, e-Services, and e-Society, I3E 2019
Abbreviated title	I3E 2019
Country/Territory	Norway
City	Trondheim
Period	18/09/19 → 20/09/19
Internet address	https://www.i3e2019.com/

Keywords

E-satisfaction
Mobile app stores
Mobile interactivity
UTAUT2

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

Access to Document

10.1007/978-3-030-29374-1_5

Cite this

Alalwan, A. A., Baabdullah, A. M., Rana, N. P., Dwivedi, Y. K., & Kizgin, H. (2019). Examining the Influence of Mobile Store Features on User E-Satisfaction: Extending UTAUT2 with Personalization, Responsiveness, and Perceived Security and Privacy. In I. O. Pappas, I. O. Pappas, J. Krogstie, L. Jaccheri, P. Mikalef, Y. K. Dwivedi, & M. Mäntymäki (Eds.), Digital 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 (pp. 50-61). (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics); Vol. 11701 LNCS). Springer. https://doi.org/10.1007/978-3-030-29374-1_5

Alalwan, Ali Abdallah ; Baabdullah, Abdullah M. ; Rana, Nripendra P. et al. / Examining the Influence of Mobile Store Features on User E-Satisfaction : Extending UTAUT2 with Personalization, Responsiveness, and Perceived Security and Privacy. Digital 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. editor / Ilias O. Pappas ; Ilias O. Pappas ; John Krogstie ; Letizia Jaccheri ; Patrick Mikalef ; Yogesh K. Dwivedi ; Matti Mäntymäki. Springer, 2019. pp. 50-61 (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)).

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

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{\textquoteright} 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{\textquoteright}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.",

keywords = "E-satisfaction, Mobile app stores, Mobile interactivity, UTAUT2",

author = "Alalwan, {Ali Abdallah} and Baabdullah, {Abdullah M.} and Rana, {Nripendra P.} and Dwivedi, {Yogesh K.} and Hatice Kizgin",

note = "Publisher Copyright: {\textcopyright} 2019, IFIP International Federation for Information Processing.; 18th IFIP Conference on e-Business, e-Services, and e-Society, I3E 2019, I3E 2019 ; Conference date: 18-09-2019 Through 20-09-2019",

year = "2019",

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editor = "Pappas, {Ilias O.} and Pappas, {Ilias O.} and John Krogstie and Letizia Jaccheri and Patrick Mikalef and Dwivedi, {Yogesh K.} and Matti M{\"a}ntym{\"a}ki",

booktitle = "Digital 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",

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Alalwan, AA, Baabdullah, AM, Rana, NP, Dwivedi, YK & Kizgin, H 2019, Examining the Influence of Mobile Store Features on User E-Satisfaction: Extending UTAUT2 with Personalization, Responsiveness, and Perceived Security and Privacy. in IO Pappas, IO Pappas, J Krogstie, L Jaccheri, P Mikalef, YK Dwivedi & M Mäntymäki (eds), Digital 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. Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics), vol. 11701 LNCS, Springer, pp. 50-61, 18th IFIP Conference on e-Business, e-Services, and e-Society, I3E 2019, Trondheim, Norway, 18/09/19. https://doi.org/10.1007/978-3-030-29374-1_5

Examining the Influence of Mobile Store Features on User E-Satisfaction: Extending UTAUT2 with Personalization, Responsiveness, and Perceived Security and Privacy. / Alalwan, Ali Abdallah; Baabdullah, Abdullah M.; Rana, Nripendra P. et al.
Digital 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. ed. / Ilias O. Pappas; Ilias O. Pappas; John Krogstie; Letizia Jaccheri; Patrick Mikalef; Yogesh K. Dwivedi; Matti Mäntymäki. Springer, 2019. p. 50-61 (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics); Vol. 11701 LNCS).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › Academic › peer-review

TY - GEN

T1 - Examining the Influence of Mobile Store Features on User E-Satisfaction

T2 - 18th IFIP Conference on e-Business, e-Services, and e-Society, I3E 2019

AU - Alalwan, Ali Abdallah

AU - Baabdullah, Abdullah M.

AU - Rana, Nripendra P.

AU - Dwivedi, Yogesh K.

AU - Kizgin, Hatice

N1 - Conference code: 18

PY - 2019

Y1 - 2019

N2 - 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.

AB - 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.

KW - E-satisfaction

KW - Mobile app stores

KW - Mobile interactivity

KW - UTAUT2

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PB - Springer

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Alalwan AA, Baabdullah AM, Rana NP, Dwivedi YK, Kizgin H. Examining the Influence of Mobile Store Features on User E-Satisfaction: Extending UTAUT2 with Personalization, Responsiveness, and Perceived Security and Privacy. In Pappas IO, Pappas IO, Krogstie J, Jaccheri L, Mikalef P, Dwivedi YK, Mäntymäki M, editors, Digital 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. Springer. 2019. p. 50-61. (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)). doi: 10.1007/978-3-030-29374-1_5

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

Abstract

Publication series

Conference

Keywords

UN SDGs

Access to Document

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