A1 Alkuperäisartikkeli tieteellisessä aikakauslehdessä
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-tekijät tai -toimittajat

Julkaisun tiedot

Julkaisun kaikki tekijät tai toimittajat: Shaikh, Aijaz A.; Alharthi, Majed D.; Alamoudi, Hawazen O.

Lehti tai sarja: Journal of Retailing and Consumer Services

ISSN: 0969-6989

eISSN: 1873-1384

Julkaisuvuosi: 2020

Volyymi: 55

Artikkelinumero: 102073

Kustantaja: Elsevier

Julkaisumaa: Britannia

Julkaisun kieli: englanti

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

Julkaisun avoin saatavuus: Ei avoin

Julkaisukanavan avoin saatavuus: 

Julkaisu on rinnakkaistallennettu (JYX): https://jyx.jyu.fi/handle/123456789/67968

Tiivistelmä

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.

YSO-asiasanat: mobiilipalvelut; verkkopankit; sovellusohjelmat; asiakaskokemus; tietämys; käytettävyys

Vapaat asiasanat: consumer awareness; consumer experience; mobile banking apps; informational services; non-financial transactions

Liittyvät organisaatiot

OKM-raportointi: Kyllä

VIRTA-lähetysvuosi: 2020

JUFO-taso: 1