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Mobile payment Application Quality and customer Loyalty: A Structural Equation Modeling Approach –BARIDI MOB case study-

Author

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  • Sihem Guidoum

    (University of Algiers 3 : Université d' Alger 3)

  • Elkhansaa Saadi

    (University of Algiers 3 : Université d' Alger 3)

Abstract

This study examines the relationship between mobile payment app quality and customer loyalty, using the Baridi Mob case. It also investigates the role of customer satisfaction as a mediator. The research model includes app design, privacy, security, reliability, and ease of use, as well as customer satisfaction and loyalty. Data analysis was based on 435 responses. The structural equation modelling technique was used to estimate the hypothesized relationships. The results show that reliability and ease of use have a positive impact on customer satisfaction. Customer satisfaction also has a positive effect on loyalty. Furthermore, customer satisfaction mediates the relationship between service quality and loyalty, with reliability and ease of use being fully mediated and app design being indirectly mediated. Security and privacy do not have a mediated relationship. These findings can be useful for Baridi Mob providers in managing services and improving quality and satisfaction.

Suggested Citation

  • Sihem Guidoum & Elkhansaa Saadi, 2023. "Mobile payment Application Quality and customer Loyalty: A Structural Equation Modeling Approach –BARIDI MOB case study-," Post-Print halshs-04521359, HAL.
    • Handle: RePEc:hal:journl:halshs-04521359
    Note: View the original document on HAL open archive server: https://shs.hal.science/halshs-04521359
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    Keywords

    mobile payment application quality customer loyalty customer satisfaction structural equation modelling JEL Classification Codes: G21 O33 L15 M31 C52 C38; mobile payment application; quality; customer loyalty; customer satisfaction; structural equation modelling JEL Classification Codes: G21; O33; L15; M31; C52; C38;
    All these keywords.

    JEL classification:

    • G21 - Financial Economics - - Financial Institutions and Services - - - Banks; Other Depository Institutions; Micro Finance Institutions; Mortgages
    • O33 - Economic Development, Innovation, Technological Change, and Growth - - Innovation; Research and Development; Technological Change; Intellectual Property Rights - - - Technological Change: Choices and Consequences; Diffusion Processes
    • L15 - Industrial Organization - - Market Structure, Firm Strategy, and Market Performance - - - Information and Product Quality
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • C52 - Mathematical and Quantitative Methods - - Econometric Modeling - - - Model Evaluation, Validation, and Selection
    • C38 - Mathematical and Quantitative Methods - - Multiple or Simultaneous Equation Models; Multiple Variables - - - Classification Methdos; Cluster Analysis; Principal Components; Factor Analysis
    • G21 - Financial Economics - - Financial Institutions and Services - - - Banks; Other Depository Institutions; Micro Finance Institutions; Mortgages
    • O33 - Economic Development, Innovation, Technological Change, and Growth - - Innovation; Research and Development; Technological Change; Intellectual Property Rights - - - Technological Change: Choices and Consequences; Diffusion Processes
    • L15 - Industrial Organization - - Market Structure, Firm Strategy, and Market Performance - - - Information and Product Quality
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • C52 - Mathematical and Quantitative Methods - - Econometric Modeling - - - Model Evaluation, Validation, and Selection
    • C38 - Mathematical and Quantitative Methods - - Multiple or Simultaneous Equation Models; Multiple Variables - - - Classification Methdos; Cluster Analysis; Principal Components; Factor Analysis

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