Factors affecting customer value, satisfaction, and loyalty of digital self-service mobile applications

Abstract

Most of the people in society use different kinds of mobile applications and tend to use digital self-service mobile applications to help their day-today lifestyle. Digital self-service mobile applications which allow users to take the service or do a transaction without having the help of customer representatives play a major role in this century. This research found what are the factors that affect customer value, satisfaction, and customer loyalty on digital self-service mobile applications. Having proper knowledge about these factors will help mobile application service providers to retain their customers. According to the findings of the present study, customer loyalty is impacted by customer value, satisfaction, and perceived value. Customer satisfaction is impacted by customer value, utilitarian benefits, and perceived value. Furthermore, incentive affects the customer value of digital self-service mobile applications. Therefore, digital self-service mobile application providers, marketing teams, and development teams of the digital self-service mobile application need to pay more attention to above mentioned factors.