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E-relationship quality evaluation by users of "personal account" mobile apps
[L'évaluation de la qualité de la relation client en ligne par les utilisateurs d'applications mobiles "espace client"]

Author

Listed:
  • Éric Barquissau

    (ESTIA INSTITUTE OF TECHNOLOGY)

Abstract

The purpose of this article is to investigate the way users of "personal accounts" mobile apps evaluate e-relationship quality within two sectors: the banking sector and the mobile phone sector. This research deals with an important concept: appropriation. A qualitative study has been conducted in order to build a research model and to create a measurement scale to study the appropriation of "personal accounts" mobile apps. Therefore, an online survey (N=416) was conducted to test the hypothesis. The findings suggest that the appropriation of "personal accounts" mobile apps is a mediating variable between perceived ease of use, perceived usability and relationship quality, both in the banking sector and in the mobile phone sector. In the same way, privacy has a positive influence on e-relationship quality. Moreover, perceived interactivity has a positive influence on e-relationship quality, but that particular hypothesis is partially validated. Finally, social presence does not have a positive influence on e-relationship quality.

Suggested Citation

  • Éric Barquissau, 2020. "E-relationship quality evaluation by users of "personal account" mobile apps [L'évaluation de la qualité de la relation client en ligne par les utilisateurs d'applications mobiles "e," Post-Print hal-02956267, HAL.
    • Handle: RePEc:hal:journl:hal-02956267
    Note: View the original document on HAL open archive server: https://hal.science/hal-02956267
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