The customer retail app experience: Implications for customer loyalty
نویسندگان
چکیده
Retailer mobile applications are one of the principal retail purchase and information search channels. Customer experience is key to app success. However, its dimensions impact on retailer performance have been subject only a limited number studies. This research builds existing customer literature by considering four as precursors satisfaction with retailers’ loyalty (cognitive, affective, relational sensorial). Data were collected from sample 545 users analysed using PLS-SEM. The results demonstrate that affective dimension has most influence they highlight importance sensory experience, which even surpasses cognitive experience. effect satisfaction, meanwhile, could not be positively confirmed. Analysis moderating gender, age device type used identifies effects not, until now, demonstrated in current literature. • contributes towards loyalty. Affective, sensorial experiences satisfaction. mediates Age, gender moderate supported.
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ژورنال
عنوان ژورنال: Journal of Retailing and Consumer Services
سال: 2022
ISSN: ['1873-1384', '0969-6989']
DOI: https://doi.org/10.1016/j.jretconser.2021.102842