What drives customer satisfaction and word of mouth in mobile commerce services? A UTAUT2-based analytical approach

Purpose The purpose of this paper, which is based on the UTAUT2 model, is to develop and evaluate a predictive model of customer satisfaction related to mobile commerce (m-commerce) and the willingness to recommend this service to others. Design/methodology/approach The study was conducted based on...

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Bibliographic Details
Published in:Journal of enterprise information management 2020-02, Vol.33 (1), p.71-94
Main Authors: Kalinić, Zoran, Marinković, Veljko, Djordjevic, Aleksandar, Liebana-Cabanillas, Francisco
Format: Article
Language:English
Subjects:
Artificial neural networks
Client satisfaction
Consumers
Customer satisfaction
Customer services
Electronic banking
Electronic commerce
Factor analysis
Hypotheses
Independent variables
Influence
Literature reviews
Mathematical models
Mobile commerce
Multivariate statistical analysis
Neural networks
Prediction models
Respondents
Satisfaction
Shopping
Smartphones
Structural equation modeling
Technology Acceptance Model
Technology adoption
Trade
Value
Variables
Wireless networks
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