Mobile App Usage and its Implications for Service Management - Empirical Findings from German Public Transport

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• 作者：Christoph Schmitz ; ^{c.schmitz@bwl.lmu.de" class="auth_mail" title="E-mail the corresponding author} ; Silke Bartsch ; Anton Meyer
• 关键词：mobile apps ; self-service technologies ; technology acceptance model ; service quality
• 刊名：Procedia - Social and Behavioral Sciences
• 出版年：2016
• 出版时间：15 June 2016
• 年：2016
• 卷：224
• 期：Complete
• 页码：230-237
• 全文大小：220 K

文摘

By drawing on self-service technology literature, the technology acceptance model (TAM), and on results of qualitative research, a model is presented to explain consumers’ intentions to use mobile apps of service companies. Additionally, the research identified outcomes of actual mobile app usage. The model was tested by collecting data from 197 public transport app users in Germany. Results indicate that information fit to task, convenience value, and speed of transaction affect perceived usefulness of mobile apps. Moreover, ease of understanding, intuitive handling, and reliability were found to drive perceived ease of use. The research also identified perceptions of overall service quality, firm innovativeness, and subjective firm knowledge as three outcomes of app usage. These findings emphasize the benefits of developing company owned mobile apps and have important implications for encouraging customers to use such programs.