Apps vs Devices: Can the usability of mobile apps be decoupled from the device?

In this paper we present a study using subjective measures to examine usability of mobile phone applications running on two different platforms, the OSX iPhone and an O2 Orbit running Windows Mobile operating system.The aim was to enhance the understanding of the influence of devices on mobile application usability.We gathered subjective measures using questionnaires to assess the satisfaction level while using mobile applications installed on two different devices.Results indicate that the device on which an application is installed strongly influence user satisfaction

Integrating customer relationship management strategies in (B2C) e-commerce environments

Creating value and generating a total customer experience(TCE ) is important for E -Commerce in order to attract customers. However, with increasing competition in the marketplace, it is becoming increasingly difficult to retain customers. E-Commerce, therefore, should focus on continuously providing value to the customers to build long-term relationships and reduce customer defections. We have evaluated five E -Banking sites from the UK finance industry and have shown that an organisation whose Web site is usable in HCI terms (that satisfies the Web Design heuristics / E -Commerce guidelines) might not always generate a TCE . It is important that along with usability heuristics, customer relationship management (CRM) strategies are integrated into the design of E-Commerce sites. In this paper, we have applied the service quality (SERVQUAL ) framework from the relationship marketing literature for deriving customer relationship enhancing heuristics which can be integrated into the design of E -Commerce environments

COURSE REGISTRATION INTEGRATED WITH WIRELESS APPLICATION PROTOCOL

This project is initiated with the hope to enhance the current Online Tutorial/Lab Registration, integrated with WAP application. The tremendous surge of interest and development in the area of wireless data is to bridge the gap between the mobile world and the Internet, bringing sophisticated solutions to mobile users, independent of the bearer and network. The main objective of this system is to develop an efficient and interactive system to cater to the course registration of lab and tutorial sessions integrated with WAP for the students and lecturers. Usually, students will have to either meet the lecturers at their cubicle which are located far from their block or will have to attend the class in order to register for a lab or tutorial session. Besides that, it consumes a lot of time for the student to go over to the lecturers' office or to even wait in line after class to register for the suitable slot. This is mainlyto minimize the hassle and inconvenience that the students and lecturers go through for lab and tutorial registrations. A Linear Sequential Model has been chosen as the methodology in developing this system. Other objectives are to study the underlying concept of WAP and to work in line with the university's goal of e-learning where a paperless environment is encouraged. The scope of this project is only limited to the labs or tutorials registration in UTP

Measuring service quality in m-commerce context: The case of Arab Open University, Jordan

This study explores the impact of service quality dimensions (website design, reliability, responsiveness, trust, personalization, perceived risk and perceived cognitive control), information quality dimensions (content usefulness and content adequacy) and system - quality dimensions (ease of use, accessibility, interactivity and perceived website innovativeness) on overall perceived service quality, customer satisfaction and behavioral intention. Based on existing literature, a conceptual model was developed. The SERVQUAL model and the Information system theories were used to explicate the relationship among the variables in the conceptual model. Using a survey research design, a sample of 618 university students and staff was drawn through simple random sampling. Combinations of inferential and descriptive statistics were performed assisted by the Statistical Package for Social Science (SPSS) and Partial Least Square (PLS). The outcomes of this study show that responsiveness, content usefulness, content adequacy, ease of use, interactivity, and perceived website innovativeness have significant positive relationships with overall service quality. However, website design, reliability, trust, personalization and perceived risk do not have significant relationships with overall service quality. Similarly, and as expected, overall service quality significantly influences satisfaction while satisfaction positively influences the behavioral intention of mobile commerce customers in Jordan. As for policy and managerial recommendations, it is important that managers lay more emphasis on those factors that can make customers perceive the website of m-commerce to be of high quality as this will eventually affect their satisfaction and future behavioral intentions. Similarly, m-commerce service policy-makers should come up with policies that will enhance the nature of services being rendered, and that will bring greater benefits to the customers. Additionally, the policymakers should endeavour to position m-commerce in the minds of customers in such a way that it will bring about the intention to repeat patronage in the future. Finally, directions for future research are discussed

Boost Customer Loyalty With Online Support: The Case Of Mobile Telecomms Providers

The paper explores the effect of customer satisfaction with online supporting services on loyalty to providers of an offline core service. Supporting services are provided to customers before, during or after the purchase of a tangible or intangible core product, and have the purpose of enhancing or facilitating the use of this product. The Internet has the potential to dominate all other marketing channels when it comes to the interactive and personalized communication that is considered quintessential for supporting services. Our study shows that the quality of online supporting services powerfully affects satisfaction with the provider and customer loyalty through its effect on online value and enjoyment. Managerial implications are provided.marketing ;

Perceived Quality of Mobile Services

The book investigates user satisfaction with mobile services, the perceived quality of m-commerce products, and the loyalty towards service providers. After introducing the m-commerce value chain and emerging mobile services, the first part examines relevant theories from diffusion of innovations and service quality to mobile services, and identifies new trends in the mobile communication market. The book demonstrates to what extent service quality and adoption theories of consumer behavior literature explain the (repeated) usage of mobile services, and how the results differ by user segments. A-priori and a-posteriori segmentations provide detailed insights. The results indicate that it is important to consider (un)observed heterogeneity in explanatory models

A systematic review on usability evaluation methods for m-commerce apps

There are several literatures pertaining to the usability of mobile commerce (m-commerce) applications, however, these literatures do not sufficiently address issues about usability methods or adequately provide knowledge concerning usability methods used in most of the empirical usability evaluation for applications in m-commerce.Hence, this paper attempts to review available literatures with the aim of capturing the usability techniques commonly or frequently used in the domain of usability evaluation for applications in m-commerce. To achieve the stated research goal, the study applied systematic literature review methodology. Sixty seven (67) papers in the area of usability evaluation for m-commerce apps were downloaded. Out of these papers, twenty one (21) most relevant studies were selected for review in order to extract the appropriate information needed for the analysis. The results from the review reveal that heuristic evaluation, formal test and think-aloud methods are the most commonly utilized methods in m-commerce application usability evaluation compared to the cognitive walk through and informal test methods.In addition, most of the studies applied control experiment (33.30% of the total reviewed studies); other studies that applied case study in usability evaluation make up 14.28%. However, most of the studies reviewed, lacked comprehensive framework to demonstrate the applicability of other usability methods in m-commerce domain such as survey and field study.The results from this paper provide additional knowledge for usability practitioners, designers, developers, and the research community to know the current usability methods applied in m-commerce application evaluation

Usability evaluation techniques in mobile commerce applications: A systematic review

Obviously, there are a number of literatures concerning the usability of mobile commerce (m-commerce) applications and related areas, but they do not adequately provide knowledge about usability techniques used in most of the empirical usability evaluation for m-commerce application. Therefore, this paper is aimed at producing the usability techniques frequently used in the aspect of usability evaluation for m-commerce applications. To achieve the stated objective, systematic literature review was employed. Sixty seven papers were downloaded in usability evaluation for m-commerce and related areas; twenty one most relevant studies were selected for review in order to extract the appropriate information. The results from the review shows that heuristic evaluation, formal test and think aloud methods are the most commonly used methods in m-commerce application in comparison to cognitive walkthrough and the informal test methods. Moreover, most of the studies applied control experiment (33.3% of the total studies); other studies that applied case study for usability evaluation are 14.28%. The results from this paper provide additional knowledge to the usability practitioners and research community for the current state and use of usability techniques in m-commerce application