کد مقاله کد نشریه سال انتشار مقاله انگلیسی نسخه تمام متن
1107406 1488335 2016 8 صفحه PDF دانلود رایگان
عنوان انگلیسی مقاله ISI
Mobile App Usage and its Implications for Service Management – Empirical Findings from German Public Transport
ترجمه فارسی عنوان
استفاده از نرم افزار های تلفن همراه و تاثیر آن بر مدیریت خدمات - یافته های تجربی از حمل و نقل عمومی آلمانی
کلمات کلیدی
برنامه های تلفن همراه؛ فن آوری سلف سرویس؛ مدل پذیرش فناوری؛ کیفیت خدمات
موضوعات مرتبط
علوم انسانی و اجتماعی علوم انسانی و هنر هنر و علوم انسانی (عمومی)
چکیده انگلیسی

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.

ناشر
Database: Elsevier - ScienceDirect (ساینس دایرکت)
Journal: Procedia - Social and Behavioral Sciences - Volume 224, 15 June 2016, Pages 230–237
نویسندگان
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