Mobile payment Application Quality and customer Loyalty: A Structural Equation Modeling Approach –BARIDI MOB case study- - HAL Accéder directement au contenu
Article dans une revue (Article De Synthèse) International Journal of Economic Performance - المجلة الدولية للأداء الاقتصادي Année : 2023

Mobile payment Application Quality and customer Loyalty: A Structural Equation Modeling Approach –BARIDI MOB case study-

Résumé

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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Licence : Paternité - CC BY 4.0
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Dates et versions

halshs-04521359, version 1 (26-03-2024)

Licence

Paternité - CC BY 4.0

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  • HAL Id : halshs-04521359 , version 1

Citer

Sihem Guidoum, Elkhansaa Saadi. Mobile payment Application Quality and customer Loyalty: A Structural Equation Modeling Approach –BARIDI MOB case study-. International Journal of Economic Performance - المجلة الدولية للأداء الاقتصادي, 2023, 06 (02). ⟨halshs-04521359⟩
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Dernière date de mise à jour le 28/04/2024
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