Evaluating the success of a mobile commerce application in streamlining customer self-services

Abstract

This study evaluated the success of a mobile application of a South African telecommunications company. Six dimensions (System Quality, Information Quality, Service Quality, System Use, User Satisfaction, and Net Benefits) were examined to evaluate the mobile application. Quantitative data were collected from 168 respondents using an online survey. Hypothesis testing was carried out using partial least squares structural equation modelling (PLS-SEM). All nine hypotheses tested were supported. The results of data analysis indicated that the factors that inform successful deployment of a mobile application are System Quality, Information Quality, Service Quality, System Use, User Satisfaction, and Net Benefits. The study contributes to the body of knowledge in the area of information system evaluation, particularly in the mobile commerce applications context. The results of this study are valuable in identifying factors that mobile application developers and designers need to focus on in order to produce applications that deliver a return on investments. This will help in ensuring that developed mobile applications add value to the organisation’s customers, which is the practical contribution of the study.