Can ubiquity moderate m-banking resource-related negative effects?

El objetivo de este estudio es explorar la influencia de los inconvenientes de la banca móvil relacionados con la falta de recursos en la satisfacción de los clientes, su disposición a recibir marketing móvil de permiso y la emisión de boca-oreja. Analizando una muestra de 1429 usuarios de banca móvil, determinamos que la satisfacción de los clientes influye en su disposición a recibir marketing móvil de permiso y emitir boca-oreja, mientras que la disposición a recibir marketing móvil de permiso tiene un efecto positivo sobre la emisión de boca-oreja. Siendo la ubicuidad un atributo distintivo de la banca móvil, observamos su papel moderador, identificando que hay clientes que consideran la ubicuidad como una característica importante de la banca móvil, mientras que otros no la consideran relevante. Este estudio propone recomendaciones para mejorar el uso de los servicios de la banca móvil, evitando o disminuyendo los efectos negativos de sus inconvenientes.The objective of this study is to explore the influence of m-banking resource-related inadequacies on clients’ satisfaction with the banking services, their permission-based mobile marketing tendencies and word-of-mouth emission actions. Analysing a sample of 1429 users of mobile banking services, we determined that clients’ satisfaction influences their willingness to receive permission-based mobile marketing and to emit word-of-mouth, while the willingness to receive permission-based mobile marketing has a positive effect on the word-of-mouth emission. In order not to overlook the ubiquity as a distinguishing attribute of m-banking services, we observe its moderating role, identifying clients who consider ubiquity as an important m-banking characteristic and others who do not consider it relevant. Hence, attending the opinion of actual m-banking clients, this study proposes suggestions for improving the use of m-banking services by avoiding or lessening the negative effects of m-banking resource-related inadequacies

Malaysian purchase intention in mobile marketing

As of now, the world is witnessing exponential advancements in information and communication technology and this advancement has increased the number of people using mobile devices engaging with mobile marketing. The number of mobile services involving commerce activities is increasing day by day. This research aims to investigate the factors that predict Malaysian purchase intention through mobile marketing. This work extends the traditional technology acceptance model (TAM) with perceived ease of use, perceived usefulness including additional variables such as social influence and perceived trust towards Malaysia consumers' intention to use mobile marketing. A total of 400 questionnaires were distributed to people in Malaysia and 369 completed questionnaires were to test the hypotheses listed in this research. This study has demonstrated that there is a relationship between factors as perceived ease of use, perceived usefulness, social influence and perceived trust towards Malaysia consumers' intention to use mobile marketing. It depicts that social influence have a strong impact on Malaysian purchase intention in mobile marketing followed by perceived trust, perceived ease of use and lastly perceived usefulness. The findings from this study offer several implications for the marketer to learn consumers' attitude and concerns towards mobile marketing

Exploring Value Co-Destruction Process in Customer Interactions with AI-Powered Mobile Applications

Background: Mobile applications have emerged as important touchpoints for addressing service requests and optimizing human resources. Within the service industry, the integration of artificial intelligence (AI) into these applications has enabled the inference of product demand, provision of personalized service offers, and enhancement of overall firm value. Customers now engage with these apps to stay informed, seek guidance, and make purchases. It is important to recognize that the interactive and human-like qualities of AI can either foster the co-creation of value with customers or potentially lead to the co-destruction of customer value. Although prior research has examined the process of value co-creation, the present study aims to investigate the underlying factors contributing to the value co-destruction process, specifically within AI-powered mobile applications. Method: Our research employs topic modelling and content analysis to examine the value co-destruction process that occurs when customers engage with AI apps. We analyze 7,608 negative reviews obtained from eleven AI apps available on Google Play and App Store AI apps. Results: Our findings reveal six distinct types of value - utilitarian, hedonic, symbolic, social, epistemic, and economic value - that can be co-destroyed during the process. System failure, self-threat and privacy violation are some contributing factors to this value co-destruction process. These values change over time and vary depending on the type of app. Conclusion: Theoretically, our findings extend the concept of value co-destruction in the context of AI apps. We also offer practical recommendations for designing an AI app in a more service-friendly way

Effective Marketing Strategies to Reach Mobile Users

Reaching users on mobile devices has never been more critical for retailers given the ubiquitous use of mobile devices. U.S. consumers who shop online are using personal computers less and mobile devices more when doing so. The purpose of this single case study was to explore mobile device marketing strategies used by retail marketing leaders to reach mobile users effectively. Rogers\u27s diffusion of innovation theory provided the conceptual framework for the study. Participants included a purposeful sample of 8 marketing managers employed by a Fortune 1000 retail organization in the Pacific Northwest. Data collected via in-person, semistructured interviews and a review of the marketing plan documents were thematically analyzed and methodically triangulated. There were 11 themes that emerged from the interviews and marketing plan document review. The results indicated that mobile marketing managers could focus their efforts on 3 of the 11 themes to reach mobile users. The 3 primary themes included getting close to their customers to learn about customers\u27 preferences, gathering and using big data in an intelligent way, and tailoring experiences by sending messages and offers at times when users are most likely to transact. Results from this study may foster positive social change by increasing profits within the organization as a result of more effective mobile device marketing strategies. The profits retailers generate through effective mobile device marketing strategies could allow them to provide additional community support through charitable donations and provide additional support through the creation of new positions within the community

FACTORS THAT INFLUENCE E-SHOPPING SATISFACTION OF HOUSEHOLD APPLIANCES CONSUMERS IN KLANG VALLEY, MALAYSIA

This study investigates the factors motivating the E-shopping satisfaction of consumers who purchase household appliances in Klang Valley, Malaysia. Four variables (security, website design, customer service, and customer experience) were identified and tested on their relationship to consumers' E-Shopping satisfaction with household appliances. To gather the data related to this study, questionnaires were distributed through the online Google platform to the consumers in Klang Valley. A total of 415 respondents contributed to the findings and conclusion of this study. These respondents are frequent internet users who are familiar with online purchasing. Therefore, it increased the research's credibility. Findings from this study indicated that three critical elements, website design, customer service, and customer experience, are significant and display a positive relationship to consumers' e-shopping satisfaction with household appliances. In contrast, this study illustrated that security is insignificant to consumers' e-shopping satisfaction with household appliances.  Article visualizations

How customer experience attributes influence customer satisfaction and online bank credibility

WOS:000427297600065 (Nº de Acesso Web of Science)The banking sector has been focused its attention towards attracting Generation Upsilon since they have consolidated as a huge force with powerful spending power which will unavoidably rival with Baby Boomers' market dominance. Thus, this article analyses customer experience of Generation Upsilon and its effect on customer satisfaction and bank credibility. Empirical evidence, based on primary data from an online survey (550 questionnaires were spread over a two-month period in 2016 but only 205 were usable and completed) reveal that the customer experience attributes (mainly executional excellence and reputation) have a positive relationship on credibility and satisfaction. In addition, "Value for money", "Getting things right the first time" and "Put the consumer first" emerge as the most importance attributes for Generation Upsilon in experiencing the bank

Go Digital! Determinants of Continuance Usage of Mobile Payment Apps: Focusing on the Mediating Role of Gamification

Background: COVID-19 spread over the last two years has been instrumental in shifting physical banking transactions to mobile-based banking transactions. Recently, M-payments have dominated online and point-of-sale (POS) transactions in the Asia-pacific region. Therefore, there was a need to study the factors influencing M-payments. This research has been conducted to determine the significant factors influencing the usage and continuance usage of M-payment apps in an emerging country and particularly how gamified features enhance the usage of M-payments apps.is study is based on the perspectives of the Unified theory of acceptance and use of technology (UTAUT2) and information system success (ISS) theory, and it adds three new determinants—trust, gamified features, and continued use of mobile payments to better explain and forecast users\u27 behavioral intentions and continued use of mobile payment applications (M-payments apps). Method: The research has employed two studies on sample data from young users of M-payment apps (n=898), the dataset was analyzed through structural equation modelling for mediation and moderation analysis in study one. The second study was grounded through Vignette experiments to analyze the effects of the degree of gamified features on the continued usage of M-payments. Results: The results reported that behavioral intention to adopt, and usage of mobile payments are significantly mediated by gamified features and gamified features are partially mediating continuance usage of M-payments. Trust is the key to enabling continuance usage amongst the users of M-payments. These findings extend the understanding of users’ continuance intention in the context of payments apps. Conclusion: This study would be helpful in presenting insights for the M-payments service providers and the associated banks to develop strategy for the continuance usage of mobile payment apps

DIGITAL TRANSITION AT GOLDEN YEARS: UNCOVERING WHAT FUELS, THE SHIFT TO DIGITAL BANKING SERVICES AMONG MALAYSIAN SENIORS

The purpose of this research is to identify the factors that affect the behavioural intention to adopt digital banking among senior citizens in Malaysia. The adoption of digital banking among senior citizens is relatively low compared to the younger generation. Therefore, a survey was conducted to evaluate the factors that affect the behavioural intention to adopt digital banking among senior citizens in Malaysia. 390 questionnaires were collected from senior citizens in Malaysia's Klang Valley. Based on the data collected, correlation analysis and multiple regression analysis were used to evaluate the responses. The findings suggested that performance expectancy, effort expectancy, price value, habit, social influence, and hedonic motivation significantly influence the behavioural intention to adopt digital banking among senior citizens in Malaysia. This study's findings will allow banks, financial institutions, and policymakers to broaden their understanding of what drives the adoption of digital banking services and the obstacles that stand in the way of adopting these services. The results from this study can aid financial institutions and the banking sector in improving or enhancing these factors so that elderly banking consumers can benefit and experience the total value offered by the banking sector. The banking sector should develop digital banking services appropriately to entice senior citizens to use digital banking services. The digital banking platform should be aesthetically designed to improve senior citizens' experiences. The marketing of digital banking could be strategized based on the factors studied in this research.  Article visualizations

Human-artificial intelligence engagement exploring the perspectives of users and tourism managers

The progress and sophistication of technological systems promise to accelerate the tourism sector, influencing business management at the commercial, human resources, and planning levels. The main objective of this thesis is to analyse the evolution of the literature on artificial intelligence and how it can be integrated with the constructs of engagement, intimate knowledge, authenticity, attachment, and psychological ownership. Several analyses were carried out to achieve the intended results. First, a comprehensive literature review was done, through the analysis of scientific articles, to understand the development of scientific research on artificial intelligence and user engagement. Secondly, a qualitative study was conducted to evaluate the impact of virtual assistants in the tourism industry, both at the organization and customer levels, using the thematic analysis method in structured interviews with top managers of the tourism sector. The results show that the benefits of using artificial intelligence outweigh the negative ones and will impact firm management. Finally, two quantitative studies were performed to analyse which factors influence customer engagement. The first study analyses the constructs of authenticity and attachment as motivators of engagement between tourists and virtual assistants, proving that these factors significantly influence the interaction between both. The second study investigates the communication between the virtual assistant and the user, emphasizing the importance of intimate knowledge, authenticity, and connection as psychological motivators. The results show that all three constructs significantly impact customer engagement with the virtual assistant

Digital Marketing and Sustainability in the Era of Climate Change: PLS-Structural Equation Modeling Approach

This paper aimed to examine the Buying behavior and awareness among the active community of 4.54 billion web-based users (59% of the Global populace) and their concerns over the issue of Climate Change, environment-friendly practices, recyclable packaging, safe and human-grade products, and services appeal to the sensitivity and culture of the digitized platform users. The online survey method was used to collect data from 482 participants via an online questionnaire. This study derived data from an ethically/commercially motivated online survey (n = 482) (used PLS-SEM Modeling for the analysis of complex latent variables) from the UK, USA, Canada, Pakistan, and Saudi Arabia, to determine general domestic buying/consumption patterns and preferences; most narrowly related with the concern/responsibility/awareness of disruptive climate change. The studys findings established positive relationships between Clients and conceptions patterns of everyday buying for contributing to climate change and environment-related consumer buying practices. The study suggests both challenges assumed wisdom about environment-related user behavior patterns and suggest future projected gaps for 2030-2050 for future research. The experts perspectives offer an inclusive chronicle on vital facets of this imperative topic as well as views on related issues plus artificial intelligence, driven social and digital Green Marketing complexities, gaps, and limitations in the contemporary research, bonding Green Marketing with buying complexities, climate change and especially clients transformed online buying behavior