Trust and satisfaction: the keys to client loyalty in mobile commerce

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AudienciaPúblico en generales_ES
CoberturaMéxicoes_ES
Fecha de ingreso2026-10-05T16:32:26Z
Fecha de publicación2016-01-01
ResumenPurpose - The purpose of this paper is to analyze the role of four important variables in the development of customer loyalty in mobile commerce. These variables are personal (propensity to use information and communication technologies (ICTs)), transactional (opportunism), and relational (trust and satisfaction). Design/methodology/approach - A broad sample of 1,053 mobile customers in Mexico was studied using the structural equation analysis methodology. Findings - The results offer evidence on how trust and satisfaction can increase loyalty and motivate purchases via mobile devices. In addition, the results show evidence of the indirect effect (mediated through trust) of opportunism, and propensity to use ICTs on loyalty. Practical implications - Achieving customer satisfaction is revealed as the main strategy enterprises should seek in order to encourage repetitive purchases via mobile devices and customer loyalty. At the same time, companies should consider that the customers most likely to use ICTs, and those who perceive less opportunism can also be very loyal as a result of a higher level of trust when making purchases using mobile devices. Originality/value - The contributions of this paper are: (1) to analyze the generation of loyalty in mobile commerce using a conceptual model that includes variables of different theoretical perspectives and nature, both positive and negative. (2) To provide empirical evidence from a sample of mobile users who have already bought goods via mobile phone, contributing to prior literature that has focused on analyzing the behavior of mobile phone users who do not make purchases via mobile phones. (3) To study mobile commerce in an emerging market with notable potential for growth (Mexico), which has not been studied at length in previous literature.es_ES
Doihttps://doi.org/10.1108/arla-12-2014-0213es_ES
URIhttps://riuat.uat.edu.mx/handle/123456789/4270
Idiomaenes_ES
EditorialEMERALD GROUP PUBLISHING LTDes_ES
RelaciónAcademia-Revista Latinoamericana De Administraciones_ES
URL relacionadohttps://doi.org/10.1108/arla-12-2014-0213es_ES
DerechosAcceso abierto (Metadatos de producción científica)es_ES
Licenciahttp://purl.org/coar/access_right/c_abf2es_ES
FuenteAcademia-Revista Latinoamericana De Administracion
Palabra claveTrustes_ES
Palabra claveMexicoes_ES
Palabra claveMobile commercees_ES
Palabra claveOpportunismes_ES
Palabra claveSatisfactiones_ES
Palabra claveLoyaltyes_ES
TítuloTrust and satisfaction: the keys to client loyalty in mobile commercees_ES
TipoArtículoes_ES
ArbitradoHa sido Arbitradoes_ES
AutorJimenez, Nadia
AutorSan-Martin, Sonia
AutorIgnacio Azuela, Jose
AutorJimenez, Nadiaes_ES
AutorSan-Martin, Soniaes_ES
AutorIgnacio Azuela, Josees_ES
InstituciónUniversidad Autónoma de Tamaulipas
InstituciónUniversidad Autónoma de Tamaulipases_ES
Número4es_ES
Rango de páginas486-510es_ES
URL relacionadahttps://doi.org/10.1108/arla-12-2014-0213
Tipo de artículoIndexado
Tipo de artículoIndexadoes_ES
Volumen29es_ES

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