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Antecedents of Smartphone user Satisfaction, Trust and Loyalty Towards Mobile Applications


  • School of Management Studies, Vels University, Pallavaram, Chennai - 600117, Tamil Nadu, India


Background/Objectives: In this research, the author has made an attempt, to find out the factors that influence smartphone user satisfaction, trust and loyalty towards Business to customer (B2C) mobile applications. Method/Statistical Analysis: An empirical research was conducted to gather the primary data using a questionnaire as an instrument in order to test the hypotheses. An assessment based on five point linker scale questionnaire to the Smartphone users in Chennai city, India. The questionnaire was distributed to (250) respondents who were randomly chosen from the population. A multiple linear regression analysis is used to find out the significant influence between independent and dependent factors. A correlation test is used to find out the relationship between smartphone user satisfaction, user trust and user loyalty towards mobile applications. Findings: The result from this study highlights that user interface quality, Information quality, perceived privacy act as an antecedents that driven to smartphone user satisfaction, trust and user loyalty towards B2C mobile applications. The factor Information quality hasn't having a significant influence towards smartphone user satisfaction and user trust. And there is positive relationship between the smartphone user satisfaction, user trust towards user loyalty. Applications/Improvements: Mobile applications are becoming increasingly popular. Managing smartphone user satisfaction, trust and loyalty towards mobile applications services are very essential for the enduring development of a business. The result from this study will be a significant orientation for the Organizations in formulating and managing the users for their business strategies.


Loyalty, Mobile Applications, Mobile Commerce, Smartphone user Satisfaction, Smartphone user Trust.

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