RT Journal Article
T1 The customer retail app experience: Implications for customer loyalty
A1 Molinillo-Jiménez, Sebastián
A1 Aguilar-Illescas, Rocío
A1 Anaya-Sánchez, Rafael
A1 Carvajal-Trujillo, Elena
K1 Aplicaciones informáticas
K1 Consumidores - Preferencias
AB Retailer mobile applications are one of the principal retail purchase and information search channels. Customerexperience is key to retail app success. However, its dimensions and impact on retailer performance have beenthe subject of only a limited number of studies. This research builds on existing customer retail app experienceliterature by considering four dimensions as precursors of satisfaction with the retailers’ app and customerloyalty (cognitive, affective, relational and sensorial). Data were collected from a sample of 545 retailer app usersand analysed using PLS-SEM. The results demonstrate that the affective dimension has the most influence andthey highlight the importance of the sensory experience, which even surpasses the cognitive experience. Theeffect of the relational dimension on customer satisfaction, meanwhile, could not be positively confirmed.Analysis of the moderating effect of gender, age and device type used identifies effects that have not, until now,been demonstrated in current literature.
PB Elsevier
YR 2021
FD 2021-12-09
LK https://hdl.handle.net/10630/28467
UL https://hdl.handle.net/10630/28467
LA eng
NO Molinillo, S., Aguilar-Illescas, R., Anaya-Sánchez, R., & Carvajal-Trujillo, E. (2022). The customer retail app experience: implications for customer loyalty. Journal of Retailing and Consumer Services, 65, 102842.
NO This research was supported by the Andalusian Plan for Research, Development and Innovation of the Andalusian Government (Grant: Research Group SEJ-567), and the Spanish Ministry of Science, Innovation and Universities (Grant: PID2019-105468RB-I00). Funding for the open access charge was provided by the Universidad de Málaga/CBUA.
NO Funding for open access charge: Universidad de Málaga / CBUA. This research was supported by the Andalusian Plan for Research, Development and Innovation of the Andalusian Government (Grant: Research Group SEJ-567), and the Spanish Ministry of Science, Innovation and Universities (Grant: PID2019-105468RB-I00)
DS RIUMA. Repositorio Institucional de la Universidad de Málaga
RD 20 ene 2026