The Influence of E-Servicescape on Mobile Shopping Intention: The Mediating Role of Customer Satisfaction
This paper aims to investigate, through aesthetic appeal, layout and functionality, interactivity and financial security, the impact of generation X perceptions of the e-servicescape in mobile shopping on perceived value and customer satisfaction following the sequence of the S–O–R framework. A surv...
| Main Authors: | , , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
Sciendo
2021-08-01
|
| Series: | Holistica |
| Subjects: | |
| Online Access: | https://doi.org/10.2478/hjbpa-2021-0015 |
| _version_ | 1811237942756114432 |
|---|---|
| author | Yeo Amy Chu May Moh Xiu Lei Low Boon Tiong |
| author_facet | Yeo Amy Chu May Moh Xiu Lei Low Boon Tiong |
| author_sort | Yeo Amy Chu May |
| collection | DOAJ |
| description | This paper aims to investigate, through aesthetic appeal, layout and functionality, interactivity and financial security, the impact of generation X perceptions of the e-servicescape in mobile shopping on perceived value and customer satisfaction following the sequence of the S–O–R framework. A survey involved 231 generation X respondents who shopped using mobile apps at least one mobile purchase in the past six months. The collected data were analysed using Structural Equation Modelling (SEM), Partial Least Square (PLS). The results revealed that aesthetic appeal, layout and functionality and interactivity could influence the perceived value and would lead to the mobile shopping intention, whilst customer satisfaction could impact the perceive value and mobile shopping intention through the mediating process. This research provides insight into the new effects of each dimension of e-servicescape on perceived value, customer satisfaction and the mobile purchase intention, thus improving the existing knowledge in the field of servicescape and mobile shopping customer behaviour. |
| first_indexed | 2024-04-12T12:32:08Z |
| format | Article |
| id | doaj.art-816f3aad83354a1cace5f06df9cee218 |
| institution | Directory Open Access Journal |
| issn | 2067-9785 |
| language | English |
| last_indexed | 2024-04-12T12:32:08Z |
| publishDate | 2021-08-01 |
| publisher | Sciendo |
| record_format | Article |
| series | Holistica |
| spelling | doaj.art-816f3aad83354a1cace5f06df9cee2182022-12-22T03:32:59ZengSciendoHolistica2067-97852021-08-01122649210.2478/hjbpa-2021-0015The Influence of E-Servicescape on Mobile Shopping Intention: The Mediating Role of Customer SatisfactionYeo Amy Chu May0Moh Xiu Lei1Low Boon Tiong2Associate Professor, Tunku Abdul Rahman University College, Jalan Genting Klang, Setapak, 5330Kuala Lumpur, MalaysiaExecutive, Fovty Tech Sdn Bhd, Kuala Lumpur, MalaysiaProgramme Leader, Tunku Abdul Rahman University College, Jalan Genting Klang, Setapak, 5330Kuala Lumpur, MalaysiaThis paper aims to investigate, through aesthetic appeal, layout and functionality, interactivity and financial security, the impact of generation X perceptions of the e-servicescape in mobile shopping on perceived value and customer satisfaction following the sequence of the S–O–R framework. A survey involved 231 generation X respondents who shopped using mobile apps at least one mobile purchase in the past six months. The collected data were analysed using Structural Equation Modelling (SEM), Partial Least Square (PLS). The results revealed that aesthetic appeal, layout and functionality and interactivity could influence the perceived value and would lead to the mobile shopping intention, whilst customer satisfaction could impact the perceive value and mobile shopping intention through the mediating process. This research provides insight into the new effects of each dimension of e-servicescape on perceived value, customer satisfaction and the mobile purchase intention, thus improving the existing knowledge in the field of servicescape and mobile shopping customer behaviour.https://doi.org/10.2478/hjbpa-2021-0015e-servicescapegeneration xcustomer satisfactionperceived valuemobile purchase intention |
| spellingShingle | Yeo Amy Chu May Moh Xiu Lei Low Boon Tiong The Influence of E-Servicescape on Mobile Shopping Intention: The Mediating Role of Customer Satisfaction Holistica e-servicescape generation x customer satisfaction perceived value mobile purchase intention |
| title | The Influence of E-Servicescape on Mobile Shopping Intention: The Mediating Role of Customer Satisfaction |
| title_full | The Influence of E-Servicescape on Mobile Shopping Intention: The Mediating Role of Customer Satisfaction |
| title_fullStr | The Influence of E-Servicescape on Mobile Shopping Intention: The Mediating Role of Customer Satisfaction |
| title_full_unstemmed | The Influence of E-Servicescape on Mobile Shopping Intention: The Mediating Role of Customer Satisfaction |
| title_short | The Influence of E-Servicescape on Mobile Shopping Intention: The Mediating Role of Customer Satisfaction |
| title_sort | influence of e servicescape on mobile shopping intention the mediating role of customer satisfaction |
| topic | e-servicescape generation x customer satisfaction perceived value mobile purchase intention |
| url | https://doi.org/10.2478/hjbpa-2021-0015 |
| work_keys_str_mv | AT yeoamychumay theinfluenceofeservicescapeonmobileshoppingintentionthemediatingroleofcustomersatisfaction AT mohxiulei theinfluenceofeservicescapeonmobileshoppingintentionthemediatingroleofcustomersatisfaction AT lowboontiong theinfluenceofeservicescapeonmobileshoppingintentionthemediatingroleofcustomersatisfaction AT yeoamychumay influenceofeservicescapeonmobileshoppingintentionthemediatingroleofcustomersatisfaction AT mohxiulei influenceofeservicescapeonmobileshoppingintentionthemediatingroleofcustomersatisfaction AT lowboontiong influenceofeservicescapeonmobileshoppingintentionthemediatingroleofcustomersatisfaction |