Service mobile apps: a millennial generation perspective

Steven Leon

90 citations0/0 files storedIndustrial Management & Data Systems

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Technology Adoption and User Behaviour Mobile Learning in Education Health, Technology, Consumer Behavior

Abstract

Purpose This purpose of this paper is to evaluate Millennials’ intention to use service mobile apps and assess gender as a moderator. Design/methodology/approach An extended technology acceptance model framework that includes information quality and self-efficacy guides this research. PLS-SEM is used to evaluate the data and test the hypotheses. Findings The study reveals that information quality, self-efficacy, perceived ease of use and usefulness, and attitude influence Millennials’ intentions to use service mobile apps. Additionally, gender is found to partially moderate the results. Practical implications Service companies that rely on mobile apps to deliver services ought to consider the disparities among the Millennial generation, increasing the likelihood that Millennial customers will adopt service mobile apps and that they receive acceptable customer experiences. Originality/value This paper examines the factors influencing adoption and use of service mobile apps among Millennials and examines gender as a moderator. Additionally, guidelines for service mobile app design are included.

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References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error 1991The theory of planned behavior 2003Common method biases in behavioral research: A critical review of the literature and recommended remedies.1989Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology 2003User Acceptance of Information Technology: Toward A Unified View1 1977Self-efficacy: Toward a unifying theory of behavioral change.1975Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research 1977Self-efficacy: Toward a unifying theory of behavioral change.

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