A1 Journal article (refereed)
Examining key drivers of consumer experience with (non-financial) digital services : An exploratory study (2020)

Shaikh, A. A., Alharthi, M. D., & Alamoudi, H. O. (2020). Examining key drivers of consumer experience with (non-financial) digital services : An exploratory study. Journal of Retailing and Consumer Services, 55, Article 102073. https://doi.org/10.1016/j.jretconser.2020.102073

JYU authors or editors

Publication details

All authors or editors: Shaikh, Aijaz A.; Alharthi, Majed D.; Alamoudi, Hawazen O.

Journal or series: Journal of Retailing and Consumer Services

ISSN: 0969-6989

eISSN: 1873-1384

Publication year: 2020

Volume: 55

Article number: 102073

Publisher: Elsevier

Publication country: United Kingdom

Publication language: English

DOI: https://doi.org/10.1016/j.jretconser.2020.102073

Publication open access: Not open

Publication channel open access:

Publication is parallel published (JYX): https://jyx.jyu.fi/handle/123456789/67968


Recent advancements in the field of mobile information systems have transformed the consumer lifestyle as well as have changed the digital service landscape globally. This exploratory study identifies and describe key marketing drivers of consumer experience with non-financial transactions available on mobile banking apps. Data were gathered using semi-structured in-depth interviews from 12 respondents in Finland during March and April 2019. The qualitative analysis of the interview transcripts revealed three emerging themes i.e. the mobile banking app experiences and sustained usage of mobile banking apps are largely affected by consumers’ level of knowledge (consumer awareness), usefulness, and ease of use of non-financial transactions. The study offers valuable theoretical and managerial implications; its limitations and directions for future research are also discussed.

Keywords: mobile services; Internet banking; applications (computer programmes); customer experience; knowledge; usability

Free keywords: consumer awareness; consumer experience; mobile banking apps; informational services; non-financial transactions

Contributing organizations

Ministry reporting: Yes

Reporting Year: 2020

JUFO rating: 1

Last updated on 2022-17-06 at 10:38