Post-Purchase Apps Usage Attitudes: Revisiting Trust, Customer Satisfaction, and Loyalty of Apps Usage

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Author(s): Sajad Rezaei (Taylor's University, Malaysia), Srikaanth Sivasubramaniam (Taylor's University, Malaysia)and Ree Chan Ho (Taylor's University, Malaysia)
Copyright: 2017
Pages: 16
Source title: Apps Management and E-Commerce Transactions in Real-Time
Source Author(s)/Editor(s): Sajad Rezaei (Taylor’s University, Malaysia)
DOI: 10.4018/978-1-5225-2449-6.ch009

Keywords: Business & Management / Business Science Reference / E-Commerce

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Abstract

The importance of relationship between customer and retailer has become prevalent in the ever-increasing competitive online market. The customers buying process often begin with the downloading of the required Apps in relation to the products they intended to purchase. Hence, customer satisfaction depends on customers' post-purchase evaluation on their experience with the use of the Apps. The aim of this chapter is to conceptualize the apps usage for online shopping, by examining the role of trust and satisfaction gained from the market interaction between the customers and retailers. Customers rely heavily on the information as well as the experiences encountered from the use of the apps. The retailers need to gain insights from the customer's perspective on the apps usage in order to improve customer relationship. This has impact on retailers' marketing efforts for winning the customers' loyalty.

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Post-Purchase Apps Usage Attitudes: Revisiting Trust, Customer Satisfaction, and Loyalty of Apps Usage

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