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The Role of Mobile Application Acceptance in Shaping E-Customer Service

Author

Listed:
  • Laith T. Khrais

    (Department of Business Administration, College of Applied Studies and Community Services, Imam Abdulrahman Bin Faisal University, Dammam 34212, Saudi Arabia)

  • Abdullah M. Alghamdi

    (Department of Management Information Systems, College of Applied Studies and Community Services, Imam Abdulrahman Bin Faisal University, Dammam 34212, Saudi Arabia)

Abstract

Most retailers are integrating their practices with modern technologies to enhance the effectiveness of their operations. The adoption of technology aims to enable businesses to accurately meet customer needs and expectations. This study focused on examining the role of mobile application (app) acceptance in shaping customer electronic experience. A mixed method was adopted, in which qualitative data were collected using interviews, and quantitative data were gathered using the questionnaires. The results indicate that mobile app acceptance contributes to a positive customer experience while purchasing products and services from online retailers. Mobile apps are associated with benefits, such as convenience, ease of use, and the ability to access various products and services. With the rapid development in technology, e-commerce retailers should leverage such innovations to meet customer needs.

Suggested Citation

  • Laith T. Khrais & Abdullah M. Alghamdi, 2021. "The Role of Mobile Application Acceptance in Shaping E-Customer Service," Future Internet, MDPI, vol. 13(3), pages 1-13, March.
    • Handle: RePEc:gam:jftint:v:13:y:2021:i:3:p:77-:d:520673
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    References listed on IDEAS

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    6. Laith T. Khrais, 2020. "Role of Artificial Intelligence in Shaping Consumer Demand in E-Commerce," Future Internet, MDPI, vol. 12(12), pages 1-14, December.
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    Cited by:

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    2. Masłowski Dariusz & Salwin Mariusz & Pallus-Fudali Sandra & Hryniewicka Magdalena & Pałęga Michał, 2025. "Modern customer service in selected shops: A comparative analysis," International Journal of Management and Economics, Warsaw School of Economics, Collegium of World Economy, vol. 61(5), pages 3-14.
    3. Jeff Koome Kinyua, 2024. "Mobile Accounting Software and Financial Performance of Small-Scale Hotels in Mombasa, Kenya," African Journal of Commercial Studies, African Journal of Commercial Studies, vol. 4(4).

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