The Relations between customer engagement, perceived value and satisfaction: the case of mobile applications
LTReikšminiai žodžiai: Kliento įsitraukimas; Įsitraukimo matmenys; Suvokta vertė; Pasitenkinimas; Mobiliosios programos; Customer engagement; Engagement dimensions; Perceived value; Satisfaction; Mobile applications.
ENThe main purpose of the paper is to reveal theoretically the relations between customer engagement, customer perceived value and satisfaction and to test them empirically in the case of mobile applications. Based on literature analysis, relations between customer engagement, perceived value and satisfaction have been revealed. The quantitative research (survey) has been chosen in order to meet the purpose of the research and to test those relations empirically. The results of empirical research confirm the existence of relationships between all three constructs, however it was determined that cognitive dimension of customer engagement does not have impact on perceived value, and satisfaction has impact on customer engagement in the case of mobile apps, but findings can’t prove that reverse impact exist. [From the publication]
- Factors influencing customer engagement in mobile applications / Aiste Dovaliene, Zaneta Piligrimiene, Akvile Masiulyte. Inžinerinė ekonomika. 2016, 27 (2), p. 205-212.
- Paslaugų teikėjų ir klientų bendrakūros vystymas informacinėmis technologijomis grįstose verslo paslaugose : disertacija / Agnė Bakanovė. Kaunas, 2013. 204 p.
