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Engaging The Customers Through Social Mobile Application Experience, Nida Zaheer, Muhammad Rizwan
Engaging The Customers Through Social Mobile Application Experience, Nida Zaheer, Muhammad Rizwan
Business Review
This paper aims to investigate the customer experience and post purchase behavior in the mobile application environment. This study is experimental with a quantitative approach. Two hypothetical mobile apps were developed; social-focused and information-focused. Data was collected by surveying 400 online shoppers and, analyzed by employing SEM and multi-group analysis techniques using Amos. Results suggest that a mobile app that is socially focused enhances the customer experience and customer engagement behavior respectively. Next, the need for touch provides boundary conditions between customer experience and customer engagement behavior. Behavioral experience can be enhanced by improving online customer experience with the help …