<abstract xmlns="http://www.w3.org/1999/xhtml">

<p>This paper aims to investigate, through aesthetic appeal, layout and functionality, interactivity and financial security, the impact of generation X perceptions of the e-servicescape in mobile shopping on perceived value and customer satisfaction following the sequence of the S–O–R framework. A survey involved 231 generation X respondents who shopped using mobile apps at least one mobile purchase in the past six months. The collected data were analysed using Structural Equation Modelling (SEM), Partial Least Square (PLS). The results revealed that aesthetic appeal, layout and functionality and interactivity could influence the perceived value and would lead to the mobile shopping intention, whilst customer satisfaction could impact the perceive value and mobile shopping intention through the mediating process. This research provides insight into the new effects of each dimension of e-servicescape on perceived value, customer satisfaction and the mobile purchase intention, thus improving the existing knowledge in the field of servicescape and mobile shopping customer behaviour.</p>
</abstract>

This paper aims to investigate, through aesthetic appeal, layout and functionality, interactivity and financial security, the impact of generation X perceptions of the e-servicescape in mobile shopping on perceived value and customer satisfaction following the sequence of the S–O–R framework. A survey involved 231 generation X respondents who shopped using mobile apps at least one mobile purchase in the past six months. The collected data were analysed using Structural Equation Modelling (SEM), Partial Least Square (PLS). The results revealed that aesthetic appeal, layout and functionality and interactivity could influence the perceived value and would lead to the mobile shopping intention, whilst customer satisfaction could impact the perceive value and mobile shopping intention through the mediating process. This research provides insight into the new effects of each dimension of e-servicescape on perceived value, customer satisfaction and the mobile purchase intention, thus improving the existing knowledge in the field of servicescape and mobile shopping customer behaviour.

The Influence of E-Servicescape on Mobile Shopping Intention: The Mediating Role of Customer Satisfaction

Associate Professor, Tunku Abdul Rahman University College

Programme Leader, Tunku Abdul Rahman University College

HOLISTICA – Journal of Business and Public Administration

This work is licensed under the Creative Commons Attribution 4.0 International License.

This paper aims to investigate, through aesthetic appeal, layout and functionality, interactivity and financial security, the impact of generation X...

The Influence of E-Servicescape on Mobile Shopping Intention: The Mediating Role of Customer Satisfaction

Published Online: Aug 19, 2021

Page range: 64 - 92

Received: Jun 01, 2021

Accepted: Jul 01, 2021

DOI: https://doi.org/10.2478/hjbpa-2021-0015

Keywords
E-servicescape, Generation X, Customer satisfaction, Perceived value, Mobile purchase intention

© 2021 Amy Chu May Yeo et al., published by Sciendo

This work is licensed under the Creative Commons Attribution 4.0 International License.

The Influence of E-Servicescape on Mobile Shopping Intention: The Mediating Role of Customer Satisfaction

Published Online: Aug 19, 2021

Page range: 64 - 92

Received: Jun 01, 2021

Accepted: Jul 01, 2021

DOI: https://doi.org/10.2478/hjbpa-2021-0015

KeywordsE-servicescape, Generation X, Customer satisfaction, Perceived value, Mobile purchase intention

© 2021 Amy Chu May Yeo et al., published by Sciendo

This work is licensed under the Creative Commons Attribution 4.0 International License.

Keywords
E-servicescape, Generation X, Customer satisfaction, Perceived value, Mobile purchase intention