Examining consumers' continued use of retailers' branded mobile applications

The aim of this research is to expand our understanding of consumers’ continuous usage of traditional retail smartphone branded mobile applications (apps). Previous research in technology acceptance and continuous usage of technological innovations mainly focuses on functional and hedonic variables specifically related to the technology under research. Also, past research typically focuses on the continuous use of e-services reflecting the loyalty of consumers toward a specific e-service (e.g. loyalty toward a website or m-commerce). While this research examines utilitarian and hedonic variables that influence consumers to be satisfied and motivate them to continue to use smartphone branded apps, it finds that variables related to the brand motivate consumers to continue to use traditional retail smartphone branded apps. Therefore, this research shows that while utilitarian and hedonic variables that are related to the technical characteristics of the technology in use are essential to motivate consumers to continue to use a technological innovation, brand-related variables related to the traditional retailer (e.g. long-term brand reputation and loyalty) are important in motivating consumers to continue to use branded mobile apps. Considering the limited knowledge available on what motivates consumers to continue using traditional retail smartphone branded mobile apps in a multi-channel retail environment, this research adopted a mixed methods approach. The research utilised an exploratory qualitative method in the form of 21 semi-structured individual in-depth interviews conducted in the UK to explore the drivers that motivate consumers to continue to use traditional retail smartphone branded apps and to refine the theoretical model that is tested in the quantitative phase of this research. The quantitative phase utilised an online questionnaire with 1009 consumers who retain and have continued to use traditional retail branded smartphone apps for a period of more than six months from John Lewis, M&S, Next and H&M. This research highlights several findings on what motivates consumers’ satisfaction with the smartphone branded app user experience and the continuous intention to use the app. The findings highlight that the utilitarian variables (perceived ease of use, usefulness, and personalisation), and the hedonic variable (enjoyment) increases consumers’ satisfaction with the branded app user experience leading to an increase in consumers’ continuous intention to use traditional retail smartphone branded apps. Furthermore, this research finds that utilitarian variables of perceived usefulness, compatibility and the hedonic variable of enjoyment, are capable of influencing consumers to continue using traditional retail smartphone branded apps even when they are not satisfied with the app user experience. Furthermore, this research finds that satisfaction with the app user experience mediates escapism negatively, while escapism also has a significant negative relationship with the continuous intention to use the smartphone branded app. Also, the escapism finding in this study contradicts the previous literature on the usual role of escapism in e-services generally. Furthermore, the subjective norm (e.g. social influence) does not influence the continuous intention to use the smartphone branded app directly or indirectly through satisfaction with the app user experience. Also, this research highlights that consumers’ satisfaction with app user experience significantly increases consumers’ continuous intention to use the smartphone branded app. The findings of this research also highlight that the retailer’s long-term brand reputation and loyalty intention toward the traditional retailer’s brand, which are variables that are not related to the technical characteristics of smartphone branded apps, play an important role in influencing consumers’ intention to continue using traditional retail smartphone branded apps. Furthermore, this research finds that loyalty intention toward the traditional retailer mediates the relationship of satisfaction with the branded app user experience to consumers’ continuous intention to use traditional retail smartphone branded apps. Also, loyalty intention toward the traditional retailer influences the consumers’ continuous intention to use the branded app directly. Interestingly, consumers’ perceptions of long-term reputation of the traditional retail brand do not influence the continuous intention directly as hypothesised. However, long-term brand reputation influences consumers’ continuous intention to use the branded app through the mediated relationship of loyalty intention toward the traditional retailer brand. This research contributes by enhancing our understanding of the variables that influence consumers’ intentions to continue to use traditional retail smartphone branded applications. Furthermore, this research presents a theoretical model that provides theoretical implications and offers managerial implications for understanding the continuous usage of smartphone branded apps in a multi-channel retail context.The aim of this research is to expand our understanding of consumers’ continuous usage of traditional retail smartphone branded mobile applications (apps). Previous research in technology acceptance and continuous usage of technological innovations mainly focuses on functional and hedonic variables specifically related to the technology under research. Also, past research typically focuses on the continuous use of e-services reflecting the loyalty of consumers toward a specific e-service (e.g. loyalty toward a website or m-commerce). While this research examines utilitarian and hedonic variables that influence consumers to be satisfied and motivate them to continue to use smartphone branded apps, it finds that variables related to the brand motivate consumers to continue to use traditional retail smartphone branded apps. Therefore, this research shows that while utilitarian and hedonic variables that are related to the technical characteristics of the technology in use are essential to motivate consumers to continue to use a technological innovation, brand-related variables related to the traditional retailer (e.g. long-term brand reputation and loyalty) are important in motivating consumers to continue to use branded mobile apps. Considering the limited knowledge available on what motivates consumers to continue using traditional retail smartphone branded mobile apps in a multi-channel retail environment, this research adopted a mixed methods approach. The research utilised an exploratory qualitative method in the form of 21 semi-structured individual in-depth interviews conducted in the UK to explore the drivers that motivate consumers to continue to use traditional retail smartphone branded apps and to refine the theoretical model that is tested in the quantitative phase of this research. The quantitative phase utilised an online questionnaire with 1009 consumers who retain and have continued to use traditional retail branded smartphone apps for a period of more than six months from John Lewis, M&S, Next and H&M. This research highlights several findings on what motivates consumers’ satisfaction with the smartphone branded app user experience and the continuous intention to use the app. The findings highlight that the utilitarian variables (perceived ease of use, usefulness, and personalisation), and the hedonic variable (enjoyment) increases consumers’ satisfaction with the branded app user experience leading to an increase in consumers’ continuous intention to use traditional retail smartphone branded apps. Furthermore, this research finds that utilitarian variables of perceived usefulness, compatibility and the hedonic variable of enjoyment, are capable of influencing consumers to continue using traditional retail smartphone branded apps even when they are not satisfied with the app user experience. Furthermore, this research finds that satisfaction with the app user experience mediates escapism negatively, while escapism also has a significant negative relationship with the continuous intention to use the smartphone branded app. Also, the escapism finding in this study contradicts the previous literature on the usual role of escapism in e-services generally. Furthermore, the subjective norm (e.g. social influence) does not influence the continuous intention to use the smartphone branded app directly or indirectly through satisfaction with the app user experience. Also, this research highlights that consumers’ satisfaction with app user experience significantly increases consumers’ continuous intention to use the smartphone branded app. The findings of this research also highlight that the retailer’s long-term brand reputation and loyalty intention toward the traditional retailer’s brand, which are variables that are not related to the technical characteristics of smartphone branded apps, play an important role in influencing consumers’ intention to continue using traditional retail smartphone branded apps. Furthermore, this research finds that loyalty intention toward the traditional retailer mediates the relationship of satisfaction with the branded app user experience to consumers’ continuous intention to use traditional retail smartphone branded apps. Also, loyalty intention toward the traditional retailer influences the consumers’ continuous intention to use the branded app directly. Interestingly, consumers’ perceptions of long-term reputation of the traditional retail brand do not influence the continuous intention directly as hypothesised. However, long-term brand reputation influences consumers’ continuous intention to use the branded app through the mediated relationship of loyalty intention toward the traditional retailer brand. This research contributes by enhancing our understanding of the variables that influence consumers’ intentions to continue to use traditional retail smartphone branded applications. Furthermore, this research presents a theoretical model that provides theoretical implications and offers managerial implications for understanding the continuous usage of smartphone branded apps in a multi-channel retail context

Factors influencing consumer retention of mobile apps : a conceptual perspective on the high-street retails

The high adoption rates of branded mobile applications (Apps) demonstrates its popularity, but also shows that consumers are emerging into an era where products and services are consumed anytime anywhere. Despite the high adoption rates of branded mobile apps, recent ongoing studies highlight the importance of investigating the low retention rates of smartphone mobile apps by consumers. This study presents a conceptual model, which includes factors that motivate consumers to retain mobile apps from highstreet retailers, based on the literature and 21 in-depth interviews with non-student consumers

Static Analysis of a Rotating Part

In this study, the composite orthotropic annular rotating part of carbon fibre reinforced polymer is investigated statically. Rotating structure is modeled in CATIA V5 and meshed in HyperMesh 13.0 to be analytically simulated in ANSYS 16.1 APDL. The static behaviour of the radial, circumferential and longitudinal stresses and deformations are obtained and analysed at six various angular velocities up to 2727.27 rad/s. It is noted that the simulated magnitudes of the hoop stress are higher than that of the radial and longitudinal stresses. However, the maximum displacements are found to be in the longitudinal and radial directions respectively. In addition, these stresses are observed to increase as the angular velocities increased

Developing the education system in the Sultanate of Oman through implementing total quality management- the Ministry of Education Central headquarters- a case study

Abstract This study seeks to identify the issues that need addressing in the Ministry of Education in Oman as it seeks to expand and improve its education system. The aims of this are (1) to highlight the issues that need addressing in the Ministry of Education, (2) to present a background survey on different approaches of managing change (3) to survey the literature about TQM in order to discover the underlying philosophy of TQM, its gurus, its development and its tools and techniques, (4) to review the experience of TQM in education, its success in this field and to also identify limitations of TQM, (5) to examine the feasibility of applying TQM in the MOE and (6) to design a model for implementing TQM in MOE . Firstly, an overview of the context of the study is presented. The major internal and external challenges that face the Ministry of Education and call for change are highlighted. This is followed by a description of the Sultanate of Oman, its location, climate, economy, employment, population and how all these affect education and calls for change. After that, education in Oman, its development and structures are examined. To ascertain an understanding of the key issues in relation to the working of the MOE a preliminary study was carried with four focus groups of MOE’s central headquarter directors, regional directors, head teachers and teachers. The sample consists of 40 persons, 10 from each group. From this study the following issues were identified; centralization, weak communication, insufficient management support, weak teamwork motivation and faulty planning. Secondly, seven different approaches for managing change are discussed; the problemsolving approach, the learning organization, the three-step model, the action research model, the reengineering, Fullan’s theories of managing change, and Total Quality Management. It is argued that six of these approaches were highlighted as effective approaches in dealing with change but do not fully match the development needs of the Ministry of Education in Oman. However, TQM seems to provide a possible approach for developing the Ministry of Education Central Headquarters in Oman to be able to deal with the internal and external challenges, to solve the existing issues highlighted by the pilot study and fulfil the aspiration of the country and its demands. Drawing on the data from both the pilot study and the literature on TQM, a draft of TQM Model for the MOE was generated. The proposed TQM Tree Model consists of seven TQM principles that suit the MOE; commitment toward TQM, focus on stakeholders, involvement and empowerment, Maryam ALNabhani, 2007 iii continuous improvement, training and education, tools and techniques, and rewards. The views of different groups -top management, internal stakeholders and external stakeholders- on the proposed model of TQM and views on issues related to implementation -were also- gathered. The third part of the thesis reports on the methodology; the data collection and analysis; and the conclusions and recommendations. This stage of the research used a combination of quantitative and qualitative methods. It used a closed item questionnaire to gain a broad feel for the acceptability of the TQM ideas and to establish a broad baseline. In addition, open-ended questions in the questionnaire and semi-structured interviews were used for the same purpose and to provide additional information regarding the TQM implementation; the possible obstacles and facilitating factors. The analysis showed that TQM Tree Model was seen to be a possible approach by top management and stakeholders to develop the Ministry of Education in Oman. The final stage of the study was to gather the views of those in executive positions in the MOE regarding the proposed model of TQM and to identify issues to be considered in an implementation framework. Thus semi-structured interviews were conducted with six of the key personnel in the MOE. Some issues arising from the analysis of all the data collected including final set of the interviews with the executives led to the modification of the proposed TQM Tree Model. Three supportive factors were added as roots for the model; teamwork, budget and communication. In the light of the results from this study, the TQM principles and implementation in education, an implementation framework for the TQM Tree Model in the MOE in Oman is proposed. This implementation framework consists of five stages: the decision, the preparation, the implementation, the evaluation and rewards, and the continuous improvement. Finally the thesis concludes with some recommendations for education development in the light of TQM, some recommendations for the MOE regarding the TQM and some recommendations for further studies.EThOS - Electronic Theses Online ServiceGBUnited Kingdo

Developing the education system in the Sultanate of Oman through implementing total quality management: the Ministry of Education Central headquarters- a case study

Abstract This study seeks to identify the issues that need addressing in the Ministry of Education in Oman as it seeks to expand and improve its education system. The aims of this are (1) to highlight the issues that need addressing in the Ministry of Education, (2) to present a background survey on different approaches of managing change (3) to survey the literature about TQM in order to discover the underlying philosophy of TQM, its gurus, its development and its tools and techniques, (4) to review the experience of TQM in education, its success in this field and to also identify limitations of TQM, (5) to examine the feasibility of applying TQM in the MOE and (6) to design a model for implementing TQM in MOE . Firstly, an overview of the context of the study is presented. The major internal and external challenges that face the Ministry of Education and call for change are highlighted. This is followed by a description of the Sultanate of Oman, its location, climate, economy, employment, population and how all these affect education and calls for change. After that, education in Oman, its development and structures are examined. To ascertain an understanding of the key issues in relation to the working of the MOE a preliminary study was carried with four focus groups of MOE’s central headquarter directors, regional directors, head teachers and teachers. The sample consists of 40 persons, 10 from each group. From this study the following issues were identified; centralization, weak communication, insufficient management support, weak teamwork motivation and faulty planning. Secondly, seven different approaches for managing change are discussed; the problemsolving approach, the learning organization, the three-step model, the action research model, the reengineering, Fullan’s theories of managing change, and Total Quality Management. It is argued that six of these approaches were highlighted as effective approaches in dealing with change but do not fully match the development needs of the Ministry of Education in Oman. However, TQM seems to provide a possible approach for developing the Ministry of Education Central Headquarters in Oman to be able to deal with the internal and external challenges, to solve the existing issues highlighted by the pilot study and fulfil the aspiration of the country and its demands. Drawing on the data from both the pilot study and the literature on TQM, a draft of TQM Model for the MOE was generated. The proposed TQM Tree Model consists of seven TQM principles that suit the MOE; commitment toward TQM, focus on stakeholders, involvement and empowerment, Maryam ALNabhani, 2007 iii continuous improvement, training and education, tools and techniques, and rewards. The views of different groups -top management, internal stakeholders and external stakeholders- on the proposed model of TQM and views on issues related to implementation -were also- gathered. The third part of the thesis reports on the methodology; the data collection and analysis; and the conclusions and recommendations. This stage of the research used a combination of quantitative and qualitative methods. It used a closed item questionnaire to gain a broad feel for the acceptability of the TQM ideas and to establish a broad baseline. In addition, open-ended questions in the questionnaire and semi-structured interviews were used for the same purpose and to provide additional information regarding the TQM implementation; the possible obstacles and facilitating factors. The analysis showed that TQM Tree Model was seen to be a possible approach by top management and stakeholders to develop the Ministry of Education in Oman. The final stage of the study was to gather the views of those in executive positions in the MOE regarding the proposed model of TQM and to identify issues to be considered in an implementation framework. Thus semi-structured interviews were conducted with six of the key personnel in the MOE. Some issues arising from the analysis of all the data collected including final set of the interviews with the executives led to the modification of the proposed TQM Tree Model. Three supportive factors were added as roots for the model; teamwork, budget and communication. In the light of the results from this study, the TQM principles and implementation in education, an implementation framework for the TQM Tree Model in the MOE in Oman is proposed. This implementation framework consists of five stages: the decision, the preparation, the implementation, the evaluation and rewards, and the continuous improvement. Finally the thesis concludes with some recommendations for education development in the light of TQM, some recommendations for the MOE regarding the TQM and some recommendations for further studies

The role and standardisation of geographical names on maps : Oman as a case study

Geographical namses play prominent roles in various fields in Oman. While working in the National Survey Authority in Oman, the researcher found that there are some problematic issues related to the use and management of geographical names such as lack of databases and the contradiction of geographical names caused by having more than one establishment dealing with geographical names. This study seeks to consider these and contribute to developing the use of the existing geographical names on maps in Oman. The aims are: (1) to investigate best practices for collecting, approving and managing geographical names; (2) to identify the existing policies, procedures and use of geographical names in Oman; and (3) to propose a system for collection, approval and management of geographical names in Oman. The concepts and importance of maps, map history and their relationship with geographical names are discussed. This is in addition to highlighting the importance of geographical names and their functions and roles. The relationship between the proper names and the scale of maps was investigated. The results show that the proper names generally decrease in density in relation to the ground area covered as scale is reduced, but names increase in density on the map with reducing scale. Methods for collecting geographical names are reviewed, followed by a discussion of the methods of recording and storing geographical names. The particular problems that face collecting geographical names in Oman were highlighted. They are the pronunciation of geographical names, the language differendes, the inaccessibility of some areas and the lack of cooperation of local residents in provision of accurate information. The transliteration of geographical names in general and in Oman specifically is investigated with the most prominent problems that face geographical names transliteration in Oman identified. The first problem is the variety of languages and dialects in Oman as a result of Oman's rich history of trade and location which encouraged immigration. Other problems are the qualifications of the geographical names team and the lack of a responsible establishment for geographical names. The standardisation of geographical names and its advantages are discussed, highlighting Oman's case in dealing with geographical namse. From this discussion the importance of having a geographical names committee responsible for geographical names was demonstrated and some examplse of geographical names committees in a range of countries presented. An analysis of the problem of standardisation of geographical names in Oman culminates in a proposal for a geographical names committee in Oman in order to overcome the problems identified. A committee structure is suggested, along with membership and responsibilities. This is followed by recommendations for supporting the proposed committee. For example, unifying geogrpahical names and training all the geographical names team members. Finally, someother recommendations for further studies, such as creating geographical names gazateer and studying geographical namse in the Holy Quran, are suggested

Language and Identity in Oman through the Voice of Local Radio Broadcasters

Oman, a rapidly modernising state, provides a fruitful site for sociolinguistic investigation. This is especially true for the language of Omani radio broadcasters in local channels who through their voice present an identity that is assumed to be a local one. Yet there are sociolinguistic and socio-political pressures that seem to influence the linguistic choices of the broadcasters which lead to their divergence from the local dialect

Bilateral Wrist Drop at Presentation in a Child with Spinal Muscular Atrophy Type I

N

It’s time to chat…examining the customer experience during an online live chat service encounter

Many organisations are now providing customer service and related support online, mostly through 'live chat' (instant messaging) interfaces. Online support services are believed to offer organisations an efficient and cost-effective means of providing customer support, however we have little understanding on what influences a customer's experience during such a service encounter in this technological environment. This paper explores the customer experience during an online service encounter with a human service representative through live chat technology. The aim of this research is to understand the variables that can influence the customer experience during an online live chat service encounter