User Satisfaction with Personalised Internet Applications

The study focuses on user satisfaction with websites and personalised internet applications in particular. The abundance of information on the web is increasing more and more. Therefore, the significance of websites targeting the users’ preferences, like personalised Internet applications, is rising. The aim of this study was to find out which factors determine user satisfaction with personalised internet applications. Factors like the usefulness of the information or trust towards how personal information is handled were considered. A large-scale user survey evaluating three internet applications (from the travel, e-learning and real estate domains) was conducted. Expert opinions were collected to complement the results and provide insights from users’ and experts’ points of views

What Drives Continued Intention for Mobile Payment? - An Expectation Cost Benefit Theory with Habit

The number of smartphone users has increased rapidly in recent years as the mobile networking becomes more mature, which not only gives rise to a new lifestyle but also facilitates the development of mobile application services. Smartphones thus become an indispensable device of people’s daily contact. Today people from all walks of life set their attention on mobile payments amongst smartphone mobile application services. To explore the factors affecting users’ continued use of mobile payments, this study has sought to build a theoretical framework based on the cost-benefit theory and add habit as a factor to put forward an integrated research model, which explicates people’s continued use of mobile payment services. An online questionnaire was employed to collect empirical data. A total of 295 samples were analyzed using structural equation modeling (SEM) approach. The results showed that both perceived value and habit played an important role in users’ continued intention to use mobile payment services. Also, the perceived benefits (mobile convenience and service compatibility) and perceived costs (security risk and perceived fee) are crucial factors that determine users’ perceived value. In addition, the study also found that perceived value had a positive impact on users’ habit, showing that in the context of a mobile-oriented information system, whether mobile payment services satisfied users’ perceived value influenced the formation of habit of using such services. The implications of these findings are discussed

User Satisfaction with Personalised Internet Applications

The study focuses on user satisfaction with websites and personalised internet applications in particular. The abundance of information on the web is increasing more and more. Therefore, the significance of websites targeting the users’ preferences, like personalised Internet applications, is rising. The aim of this study was to find out which factors determine user satisfaction with personalised internet applications. Factors like the usefulness of the information or trust towards how personal information is handled were considered. A large-scale user survey evaluating three internet applications (from the travel, e-learning and real estate domains) was conducted. Expert opinions were collected to complement the results and provide insights from users’ and experts’ points of views

Customer participation in value creation in internet-based self-service technology (ISST) environment

Recent developments in the literature central to the Service-Dominant (S-D) logic perspective highlighted the importance of customer value. In this perspective, value is seen to be created, determined and perceived by the customer through use or `value-in-use' which directly highlights the importance of customer participation in the service delivery process. This study proposed a framework which tested the relationship between customer participation and the individual customer perceived value dimensions in an Internet-based selfservice technology (ISST) environment. Taking online travel service as the study context, the model incorporated two aspects of customer participation, i.e. objective and subjective, antecedents of customer participation, and the multidimensional-formative conceptualisation of customer perceived value. Data were gathered from 175 respondents from the general public and 160 students in the UK. A confirmatory approach was used to validate the measurement model in LISREL 8.54 and the structural model was estimated in SmartPLS 2.0. The results supported the proposed conceptualisation which indicated that customer perceived value is determined by customer participation. The main theoretical contribution was demonstrated in the incorporation of the subjective aspect of customer participation and the multidimensional-formative conceptualisation of customer perceived value. By testing the causality between customer participation and customer perceived value dimensions, the findings highlighted that customers do include their participation as a determinant of value which further supported the concept of value-in-use. With the two sample groups found behaving differently in creating value from their participation on travel websites, it further supported the fact that value is uniquely and phenomenologically determined by the beneficiary. Understanding which value dimension is mostly affected by customer participation will provide managerial guidance in terms of enhancing or improving those dimensions that are poorly or highly valued by their customers. By understanding the antecedents of customer participation, online providers will benefit by setting appropriate strategies to enhance their customer participation on the website

The influence of privacy awareness and privacy self-efficacy in e-commerce

During the past decade, the Internet has become an essential tool for, among other things, communication, entertainment, and business. Especially notable is how it has changed the way business is conducted. Online information technology has profoundly affected markets and transactions. In line with the increasing use of online shopping, users have continued to expand their knowledge of the Internet. They have become more confident in this knowledge, and their self-initiated efforts at online privacy also appear to have matured. Users have expressed their unease about privacy when making online purchases, and it has been found that more than three-quarters of users basically agree they will not use services, products, or retailers if they feel their privacy is in danger of being violated. The present study helps to better understand the perceived benefits and concerns surrounding online purchasing. It applies self-efficacy theory to identify online privacy-related self-efficacy, and evaluate its influence on online purchasing intent. The study results show that awareness of online privacy influences the intent to use online shopping services. It was also found that experience using online services decreases users’ tendencies to use such services in the future. This study will help to better understand the perceived benefits and concerns surrounding online purchasing

The adoption intention of travel-related app: a framework integrating perceived characteristics of innovation and software quality

This thesis aims to analyze the views of customers who have great appetite for tourism on the tourism application. According to the perception characteristics of technology acceptance model, innovation diffusion theory and software quality model, the thesis sets up the research model and puts forward the corresponding research hypothesis on the combination of current research results. In the manner of questionnaire design and collection and data processing, data analysis and hypothesis verification will be conducted by the use of structural equation model. The research result implies that application design attributes and application performance features are key to promote the adoption of mobile travel application. In addition, this research broadens our horizons on the accidental impact of application attributes on adoption behavior through adding user gender as a variable to the model, and increases an awesome theoretical basis for future research in this field.Esta tese tem como objetivo analisar as visões de potenciais turistas com grande interesse por aplicações turísticas. De acordo com as características de percepção do modelo de aceitação de tecnologia, teoria da difusão da inovação e modelo de qualidade de software, a tese estabelece o modelo de investigação e propõe hipóteses de investigação correspondentes, sobre a combinação de resultados da pesquisa atual. Uma vez realizado o desenho do questionário e feita a recolha e processamento de dados, a análise de dados e a verificação de hipóteses foram conduzidas pelo uso do modelo de equações estruturais. O resultado da pesquisa implica que os atributos de design do aplicativo e os recursos de desempenho do aplicativo são fundamentais para promover a adoção do aplicativo móvel de viagem. Além disso, esta pesquisa amplia os horizontes sobre o impacto acidental de atributos de aplicação no comportamento de adoção, adicionando o gênero do usuário como uma variável ao modelo, e aumenta uma importante base teórica para pesquisas futuras neste campo

Investigating factors that affect willingness to pay an analysis on freemium social media apps

While social media has grown in popularity and usage in recent years, little is known about users' willingness to pay for the premium version of them. In this study, we investigate how consumers' perceived value is associated with their intention to use freemium services and to purchase premium content. We employ data gathered through an online survey (N=200) among the users of freemium social media networks, like LinkedIn, YouTube, Reddit and Flickr and tested 15 different hypotheses, using PLS-SEM. Firstly, we find support for the security hypothesis proposed in this study, indicating that if users value the security component of the freemium social media, they will have a higher intention to use the service overall. Secondly, the higher quality of the freemium service leads to higher usage intentions, which further leads to higher purchase intentions. Thirdly, the price value of freemium services shows to have a negative association with the intention to purchase premium content. Fourthly, social platform community is found to positively affect premium purchases. Lastly, we find support for the usage frequency hypothesis proposed in this study, indicating that if a user establishes a habit of using a social media, he will eventually decide to buy the premium version. The current study's findings contribute to the uniqueness of the freemium business model, implying that increasing perceived value of the freemium service, improving security, or increasing usage frequency can all contribute to and subtract from future profitability via increased retention on the one hand and reduced monetization on the other.Embora as redes sociais tenham crescido em popularidade e utilização nos últimos anos, pouco se sabe sobre a vontade dos utilizadores de pagar pela versão premium das mesmas. Neste estudo, investigamos como o valor percebido pelos consumidores está associado à sua intenção de utilizar os serviços freemium e de adquirir conteúdos premium. Investigamos os dados recolhidos através de um inquérito online (N=200) e testamos 15 hipóteses diferentes, utilizando PLS-SEM. Em primeiro lugar, encontrámos suporte para a hipótese de Segurança proposta neste estudo, indicando que os utilizadores que valorizam a componente de segurança nas redes sociais freemium terão uma maior intenção de utilizar o serviço. Em segundo lugar, a maior qualidade da rede social leva a maiores intenções de utilização, o que leva a maiores intenções de compra. Em terceiro lugar, o valor do preço dos serviços freemium mostra ter uma associação negativa com a intenção de compra de conteúdos premium. Em quarto lugar, observámos que a comunidade social afeta positivamente as compra da versão premium. Finalmente, encontrámos apoio para a hipótese de frequência de utilização proposta neste estudo, indicando que se um utilizador estabelecer o hábito de utilizar uma rede social freemium, acabará por decidir comprar a versão premium. As conclusões do presente estudo realçam a singularidade do modelo de negócio freemium, implicando que o aumento do valor percebido do serviço, a melhoria da segurança, ou o aumento da frequência de utilização podem contribuir ou subtrair da rentabilidade futura através do aumento da retenção ou da redução da monetização

Developing a Parasocial Relationship with Hotel Brands on Facebook: Will Millennials Differ from GenXers?

Facebook, particularly its brand page, is becoming one of the most powerful tool for relationship building and customer engagement for hospitality companies. As the social media marketing practices evolve in the hospitality industry, the industry starts to realize the importance of customer participation behaviors based on relationship quality rather than quantity of interactions and the rising significance of the Millennials generation. To respond to this trend, this study pursues an empirical investigation of the antecedents for consumer-hotel brand relationship on Facebook, and the potential differences between Millennials and non-Millennials, particularly the GenXers. It also examines the potential varying relational consequences on consumers\u27 online participation behaviors and brand loyalty between these two groups. More specifically, this study positions Facebook as an innovative communication medium, and applies the “parasocial relationship” framework in mediated communication literature as an overarching theoretical guide. Five social-media related factors are included to explain the psychological mechanisms of consumer’s parasocial relationship with brands: utilitarian benefits, hedonic benefits, perceived self-disclosure, perceived interactivity, and perceived information overload. This study also investigates the effects of parasocial relationship on Facebook users’ online participation behaviors with brands and their offline brand loyalty. The hypothesized model is tested with multi-group SEM modelling. Practical and theoretical implications are also discussed in the study

Psychographic And Behavioral Segmentation Of Food Delivery Application Customers To Increase Intention To Use

Dissertation presented as the partial requirement for obtaining a Master's degree in Information Management, specialization in Knowledge Management and Business IntelligenceThis study presents a framework for segmenting Food Delivery Application (FDA) customers based on psychographic and behavioral variables as an alternative to existing segmentation. Customer segments are proposed by applying clustering methods to primary data from an electronic survey. Psychographic and behavioral constructs are formulated as hypotheses based on existing literature, and then evaluated as segmentation variables regarding their discriminatory power for customer segmentation. Detected relevant variables are used in the application of clustering techniques to find adequate boundaries within customer groupings for segmentation purposes. Characterization of customer segments is performed and enriched with implications of findings in FDA marketing strategies. This paper contributes to theory by providing new findings on segmentation that are relevant for an online context. In addition, it contributes to practice by detailing implications of customer segments in an online sales strategy, allowing marketing managers and FDA businesses to capitalize knowledge in their conversion funnel designs

Music streaming services: understanding the drivers of customer purchase and intention to recommend

Barata, M. L., & Coelho, P. S. (2021). Music streaming services: understanding the drivers of customer purchase and intention to recommend. Heliyon, 7(8). https://doi.org/10.1016/j.heliyon.2021.e07783The music industry has undergone tremendous changes in relation to its production, distribution, and consumption habits due to the exponential development of new technologies, namely streaming platforms. The fact that sales of physical copies continue to decline significantly made it mandatory for this industry to reinvent itself by introducing music streaming services as a key part of its business development. This study aims to understand the factors that influence music consumption through streaming platforms, particularly studying the intention to adopt premium (paid) versions of a music streaming service and recommend them. An extension of the UTAUT2 model (version of the Unified Theory of Acceptance and Use of Technology, applied to the consumer side) was created. Based on data collected from 324 music streaming services users, the framework of this study was tested using structural equation modelling (SEM). Research also included in-depth semi-structured interviews in order to generate a more profound knowledge about the profile, behaviours and motivations of the new music consumer. Our findings confirm that habit, performance expectancy and price value play the most important role in influencing the intention to use a paid music streaming service. Simultaneously, new dimensions such as personalisation, attitude towards piracy and perceived freemium-premium fit arise as having an additional relevant role in adopting this type of service. The research contributes insights into music streaming services consumer behaviour, providing several theoretical and practical implications to music streaming services providers.publishersversionpublishersversionpublishe