Mobile payment Application Quality and customer Loyalty: A Structural Equation Modeling Approach –BARIDI MOB case study-
This study examines the relationship between mobile payment app quality and customer loyalty, using the Baridi Mob case. It also investigates the role of customer satisfaction as a mediator. The research model includes app design, privacy, security, reliability, and ease of use, as well as cust...
| Main Authors: | , |
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| Format: | Article |
| Language: | Arabic |
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University of Boumerdes
2023-12-01
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| Series: | المجلة الدولية للأداء الاقتصادي |
| Subjects: | |
| Online Access: | https://www.ijep.dz/index.php/IJEP/article/view/272 |
| _version_ | 1827313786255572992 |
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| author | Sihem Guidoum Saadi Elkhansa |
| author_facet | Sihem Guidoum Saadi Elkhansa |
| author_sort | Sihem Guidoum |
| collection | DOAJ |
| description |
This study examines the relationship between mobile payment app quality and customer loyalty, using the Baridi Mob case. It also investigates the role of customer satisfaction as a mediator. The research model includes app design, privacy, security, reliability, and ease of use, as well as customer satisfaction and loyalty. Data analysis was based on 435 responses. The structural equation modelling technique was used to estimate the hypothesized relationships. The results show that reliability and ease of use have a positive impact on customer satisfaction. Customer satisfaction also has a positive effect on loyalty. Furthermore, customer satisfaction mediates the relationship between service quality and loyalty, with reliability and ease of use being fully mediated and app design being indirectly mediated. Security and privacy do not have a mediated relationship. These findings can be useful for Baridi Mob providers in managing services and improving quality and satisfaction.
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| first_indexed | 2024-04-24T22:22:11Z |
| format | Article |
| id | doaj.art-203eaf4efc17493898f1809e833f4d7f |
| institution | Directory Open Access Journal |
| issn | 2661-7161 2716-9073 |
| language | Arabic |
| last_indexed | 2024-04-24T22:22:11Z |
| publishDate | 2023-12-01 |
| publisher | University of Boumerdes |
| record_format | Article |
| series | المجلة الدولية للأداء الاقتصادي |
| spelling | doaj.art-203eaf4efc17493898f1809e833f4d7f2024-03-20T05:38:47ZaraUniversity of Boumerdesالمجلة الدولية للأداء الاقتصادي2661-71612716-90732023-12-0162Mobile payment Application Quality and customer Loyalty: A Structural Equation Modeling Approach –BARIDI MOB case study-Sihem Guidoum 0Saadi Elkhansa1University Of Algiers3 (Algeria)University Of Algiers3 (Algeria) This study examines the relationship between mobile payment app quality and customer loyalty, using the Baridi Mob case. It also investigates the role of customer satisfaction as a mediator. The research model includes app design, privacy, security, reliability, and ease of use, as well as customer satisfaction and loyalty. Data analysis was based on 435 responses. The structural equation modelling technique was used to estimate the hypothesized relationships. The results show that reliability and ease of use have a positive impact on customer satisfaction. Customer satisfaction also has a positive effect on loyalty. Furthermore, customer satisfaction mediates the relationship between service quality and loyalty, with reliability and ease of use being fully mediated and app design being indirectly mediated. Security and privacy do not have a mediated relationship. These findings can be useful for Baridi Mob providers in managing services and improving quality and satisfaction. https://www.ijep.dz/index.php/IJEP/article/view/272mobile payment applicationqualitycustomer loyaltycustomer satisfactionstructural equation modelling |
| spellingShingle | Sihem Guidoum Saadi Elkhansa Mobile payment Application Quality and customer Loyalty: A Structural Equation Modeling Approach –BARIDI MOB case study- المجلة الدولية للأداء الاقتصادي mobile payment application quality customer loyalty customer satisfaction structural equation modelling |
| title | Mobile payment Application Quality and customer Loyalty: A Structural Equation Modeling Approach –BARIDI MOB case study- |
| title_full | Mobile payment Application Quality and customer Loyalty: A Structural Equation Modeling Approach –BARIDI MOB case study- |
| title_fullStr | Mobile payment Application Quality and customer Loyalty: A Structural Equation Modeling Approach –BARIDI MOB case study- |
| title_full_unstemmed | Mobile payment Application Quality and customer Loyalty: A Structural Equation Modeling Approach –BARIDI MOB case study- |
| title_short | Mobile payment Application Quality and customer Loyalty: A Structural Equation Modeling Approach –BARIDI MOB case study- |
| title_sort | mobile payment application quality and customer loyalty a structural equation modeling approach baridi mob case study |
| topic | mobile payment application quality customer loyalty customer satisfaction structural equation modelling |
| url | https://www.ijep.dz/index.php/IJEP/article/view/272 |
| work_keys_str_mv | AT sihemguidoum mobilepaymentapplicationqualityandcustomerloyaltyastructuralequationmodelingapproachbaridimobcasestudy AT saadielkhansa mobilepaymentapplicationqualityandcustomerloyaltyastructuralequationmodelingapproachbaridimobcasestudy |