Introduction of a New Digital Technology in the M-Commerce Industry

University essay from Lunds universitet/Institutionen för service management och tjänstevetenskap

Abstract: The objective of this study is to explore a new synthesized field and contribute to a better understanding of customer experience in relation to the introduction of new digital technologies focusing on the m-commerce industry. The core fields involved in the synthesis include technology, customer experience and ethics. Quantitative in nature, the study relies on online self-completion questionnaires as the data gathering method and on the correlation analysis to examine and answer the hypotheses. The findings illustrate that convenience, enjoyment, trust and privacy concerns are important elements to customers when considering using a new mobile application for m-commerce purposes and especially the connection between these elements in the wider framework has revealed how customer experience can be prompted in a positive way. The discussion and conclusion have paved the way for synthesis within this field and by revealing new unreciprocated questions, future research can investigate these questions and further expand upon the framework presented in this study. Keywords:

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