Impact of E-Service Qualtiy of Mobile Application on Customer Perceived Value
The present study examines the effect of mobile app service quality on consumer perceived value (CPV) in online shopping in India, specifically in Bengaluru, and customer satisfaction (CS) on CPV. A quantitative research method was employed, in which data were collected from 222 randomly selected co...
Saved in:
| Main Authors: | , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
Universidad de Guadalajara
2025-05-01
|
| Series: | Mercados y Negocios |
| Subjects: | |
| Online Access: | https://mercadosynegocios.cucea.udg.mx/index.php/MYN/article/view/7818 |
| Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
| _version_ | 1849735018728914944 |
|---|---|
| author | Rohit Kumar Sharma Sanjeev Padashetty |
| author_facet | Rohit Kumar Sharma Sanjeev Padashetty |
| author_sort | Rohit Kumar Sharma |
| collection | DOAJ |
| description | The present study examines the effect of mobile app service quality on consumer perceived value (CPV) in online shopping in India, specifically in Bengaluru, and customer satisfaction (CS) on CPV. A quantitative research method was employed, in which data were collected from 222 randomly selected consumers using structured questionnaires and interviews. The analysis was conducted in R Studio, utilizing analyses that included discriminant validity, confirmatory factor analysis, and structural equation modeling (SEM). The findings indicate that mobile app service quality has a significant impact on CPV, with reliability and consumer service being the most critical dimensions. In contrast, content quality was the least essential of the dimensions. Additionally, CS had a significantly positive effect on CPV and partially mediated the relationship between content quality, navigation, visual design, contact, and CPV. |
| format | Article |
| id | doaj-art-2a7104b2cddb477dae7e3ed9a0fa654f |
| institution | DOAJ |
| issn | 2594-0163 |
| language | English |
| publishDate | 2025-05-01 |
| publisher | Universidad de Guadalajara |
| record_format | Article |
| series | Mercados y Negocios |
| spelling | doaj-art-2a7104b2cddb477dae7e3ed9a0fa654f2025-08-20T03:07:40ZengUniversidad de GuadalajaraMercados y Negocios2594-01632025-05-0155336210.32870/myn.vi55.7818683Impact of E-Service Qualtiy of Mobile Application on Customer Perceived ValueRohit Kumar Sharma0https://orcid.org/0009-0000-0986-4620Sanjeev Padashetty1https://orcid.org/0000-0001-6474-1383Alliance UniversityAlliance University The present study examines the effect of mobile app service quality on consumer perceived value (CPV) in online shopping in India, specifically in Bengaluru, and customer satisfaction (CS) on CPV. A quantitative research method was employed, in which data were collected from 222 randomly selected consumers using structured questionnaires and interviews. The analysis was conducted in R Studio, utilizing analyses that included discriminant validity, confirmatory factor analysis, and structural equation modeling (SEM). The findings indicate that mobile app service quality has a significant impact on CPV, with reliability and consumer service being the most critical dimensions. In contrast, content quality was the least essential of the dimensions. Additionally, CS had a significantly positive effect on CPV and partially mediated the relationship between content quality, navigation, visual design, contact, and CPV.https://mercadosynegocios.cucea.udg.mx/index.php/MYN/article/view/7818service qualitycpvonline shoppingconsumer satisfactionbengaluru |
| spellingShingle | Rohit Kumar Sharma Sanjeev Padashetty Impact of E-Service Qualtiy of Mobile Application on Customer Perceived Value Mercados y Negocios service quality cpv online shopping consumer satisfaction bengaluru |
| title | Impact of E-Service Qualtiy of Mobile Application on Customer Perceived Value |
| title_full | Impact of E-Service Qualtiy of Mobile Application on Customer Perceived Value |
| title_fullStr | Impact of E-Service Qualtiy of Mobile Application on Customer Perceived Value |
| title_full_unstemmed | Impact of E-Service Qualtiy of Mobile Application on Customer Perceived Value |
| title_short | Impact of E-Service Qualtiy of Mobile Application on Customer Perceived Value |
| title_sort | impact of e service qualtiy of mobile application on customer perceived value |
| topic | service quality cpv online shopping consumer satisfaction bengaluru |
| url | https://mercadosynegocios.cucea.udg.mx/index.php/MYN/article/view/7818 |
| work_keys_str_mv | AT rohitkumarsharma impactofeservicequaltiyofmobileapplicationoncustomerperceivedvalue AT sanjeevpadashetty impactofeservicequaltiyofmobileapplicationoncustomerperceivedvalue |