The Influence of E-Servicescape on Mobile Shopping Intention: The Mediating Role of Customer Satisfaction

Yeo, Amy Chu May; Moh, Xiu Lei; Low, Boon Tiong

doi:10.2478/hjbpa-2021-0015

Abstract

This paper aims to investigate, through aesthetic appeal, layout and functionality, interactivity and financial security, the impact of generation X perceptions of the e-servicescape in mobile shopping on perceived value and customer satisfaction following the sequence of the S–O–R framework. A survey involved 231 generation X respondents who shopped using mobile apps at least one mobile purchase in the past six months. The collected data were analysed using Structural Equation Modelling (SEM), Partial Least Square (PLS). The results revealed that aesthetic appeal, layout and functionality and interactivity could influence the perceived value and would lead to the mobile shopping intention, whilst customer satisfaction could impact the perceive value and mobile shopping intention through the mediating process. This research provides insight into the new effects of each dimension of e-servicescape on perceived value, customer satisfaction and the mobile purchase intention, thus improving the existing knowledge in the field of servicescape and mobile shopping customer behaviour.

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The Influence of E-Servicescape on Mobile Shopping Intention: The Mediating Role of Customer Satisfaction

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