2026-05-27T05:24:17Zhttps://riuma.uma.es/rest/oai/request

oai:riuma.uma.es:10630/284672026-02-03T11:09:13Zcom_10630_2254col_10630_37953

The customer retail app experience: Implications for customer loyalty Molinillo-Jiménez, Sebastián Aguilar-Illescas, Rocío Anaya-Sánchez, Rafael Carvajal-Trujillo, Elena Aplicaciones informáticas Consumidores - Preferencias Retailer mobile applications are one of the principal retail purchase and information search channels. Customer experience is key to retail app success. However, its dimensions and impact on retailer performance have been the subject of only a limited number of studies. This research builds on existing customer retail app experience literature by considering four dimensions as precursors of satisfaction with the retailers’ app and customer loyalty (cognitive, affective, relational and sensorial). Data were collected from a sample of 545 retailer app users and analysed using PLS-SEM. The results demonstrate that the affective dimension has the most influence and they highlight the importance of the sensory experience, which even surpasses the cognitive experience. The effect 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. 2023-12-21T12:37:34Z 2023-12-21T12:37:34Z 2023-12-21T12:37:34Z 2021-12-09 journal article 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. https://hdl.handle.net/10630/28467 10.1016/j.jretconser.2021.102842 eng http://creativecommons.org/licenses/by-nc-nd/4.0/ open access Attribution-NonCommercial-NoDerivatives 4.0 Internacional Elsevier