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The Impact of Services Quality Factors on Improving Actual Used for Mobile Application: Customer Engagement as Mediating Variable

The Impact of Services Quality Factors on Improving Actual Used for Mobile Application: Customer Engagement as Mediating Variable

Samer Alhawari, Khaled Mahmoud Al. Shawabkeh
Copyright: © 2021 |Volume: 13 |Issue: 3 |Pages: 21
ISSN: 1941-627X|EISSN: 1941-6288|EISBN13: 9781799860426|DOI: 10.4018/IJESMA.2021070103
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MLA

Alhawari, Samer, and Khaled Mahmoud Al. Shawabkeh. "The Impact of Services Quality Factors on Improving Actual Used for Mobile Application: Customer Engagement as Mediating Variable." IJESMA vol.13, no.3 2021: pp.50-70. http://doi.org/10.4018/IJESMA.2021070103

APA

Alhawari, S. & Shawabkeh, K. M. (2021). The Impact of Services Quality Factors on Improving Actual Used for Mobile Application: Customer Engagement as Mediating Variable. International Journal of E-Services and Mobile Applications (IJESMA), 13(3), 50-70. http://doi.org/10.4018/IJESMA.2021070103

Chicago

Alhawari, Samer, and Khaled Mahmoud Al. Shawabkeh. "The Impact of Services Quality Factors on Improving Actual Used for Mobile Application: Customer Engagement as Mediating Variable," International Journal of E-Services and Mobile Applications (IJESMA) 13, no.3: 50-70. http://doi.org/10.4018/IJESMA.2021070103

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Abstract

Banks argue that the services quality (SQ) and customer engagement (CE) need to embrace mobile applications(m-apps) like any other significant business asset in the bank. In order to succeed, banks need to improve customers' actual usage (AU) of m-apps. This study proposes a model to identify SQ factors that contribute to the CE for improving AU for m-apps. It examined the direct and indirect impacts of SQ and CE on improving AU for m-apps. Simple random sampling was used with customers who had used m-apps as questionnaire respondents (total N=369). All hypotheses were tested using (PLS-SEM). Data collection from a questionnaire of 369 customers from 13 Jordanian commercial banks was used to examine the research model. The results of the study indicate that CE has a significant and direct impact and partially mediates between factors of SQ, namely content, responsiveness, ease of use, and perceived usefulness on improving AU for m-apps. Moreover, this study suggested that, if banks intend to promote their SQ and CE, they must continuously improve their AU for m-apps.

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