{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2024,7,26]],"date-time":"2024-07-26T09:09:44Z","timestamp":1721984984484},"reference-count":0,"publisher":"IGI Global","issue":"3","content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2021,7,1]]},"abstract":"<p>Banks argue that the services quality (SQ) and customer engagement (CE) need to embrace mobile applications(m-apps) like any other significant business asset in the bank. In order to succeed, banks need to improve customers' actual usage (AU) of m-apps. This study proposes a model to identify SQ factors that contribute to the CE for improving AU for m-apps. It examined the direct and indirect impacts of SQ and CE on improving AU for m-apps. Simple random sampling was used with customers who had used m-apps as questionnaire respondents (total N=369). All hypotheses were tested using (PLS-SEM). Data collection from a questionnaire of 369 customers from 13 Jordanian commercial banks was used to examine the research model. The results of the study indicate that CE has a significant and direct impact and partially mediates between factors of SQ, namely content, responsiveness, ease of use, and perceived usefulness on improving AU for m-apps. Moreover, this study suggested that, if banks intend to promote their SQ and CE, they must continuously improve their AU for m-apps.<\/p>","DOI":"10.4018\/ijesma.2021070103","type":"journal-article","created":{"date-parts":[[2021,5,3]],"date-time":"2021-05-03T15:12:31Z","timestamp":1620054751000},"page":"50-70","source":"Crossref","is-referenced-by-count":1,"title":["The Impact of Services Quality Factors on Improving Actual Used for Mobile Application"],"prefix":"10.4018","volume":"13","author":[{"given":"Samer","family":"Alhawari","sequence":"first","affiliation":[{"name":"The World Islamic Sciences and Education University, Jordan"}]},{"given":"Khaled Mahmoud Al.","family":"Shawabkeh","sequence":"additional","affiliation":[{"name":"The World Islamic Sciences and Education University, Jordan"}]}],"member":"2432","container-title":["International Journal of E-Services and Mobile Applications"],"original-title":[],"language":"ng","link":[{"URL":"https:\/\/www.igi-global.com\/viewtitle.aspx?TitleId=278720","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2022,5,6]],"date-time":"2022-05-06T16:04:45Z","timestamp":1651853085000},"score":1,"resource":{"primary":{"URL":"https:\/\/services.igi-global.com\/resolvedoi\/resolve.aspx?doi=10.4018\/IJESMA.2021070103"}},"subtitle":["Customer Engagement as Mediating Variable"],"short-title":[],"issued":{"date-parts":[[2021,7,1]]},"references-count":0,"journal-issue":{"issue":"3","published-print":{"date-parts":[[2021,7]]}},"URL":"https:\/\/doi.org\/10.4018\/ijesma.2021070103","relation":{},"ISSN":["1941-627X","1941-6288"],"issn-type":[{"value":"1941-627X","type":"print"},{"value":"1941-6288","type":"electronic"}],"subject":[],"published":{"date-parts":[[2021,7,1]]}}}