Title: Factors influencing the adoption of mobile app during the COVID-19 pandemic

Authors: Tag Lee; Amy Wong

Addresses: School of Business, Singapore University of Social Sciences, 436 Clementi Road, 599494, Singapore ' School of Business, Singapore University of Social Sciences, 436 Clementi Road, 599494, Singapore

Abstract: The recent COVID-19 pandemic has fuelled a rise in the adoption of contactless payments such as mobile apps, as consumers shift from cash to digital options in an effort to mitigate the spread of the coronavirus. This study examines the factors leading to customer perceived value and mobile app adoption in workplace canteen services during the COVID-19 pandemic. Data was collected via an onsite intercept interview survey of white- and blue-collar workers at a workplace canteen during the pandemic. The results show that mobile app accessibility, internet connectivity, and perceived safety affected customer perceived value while internet connectivity predicted mobile app adoption. In addition, perceived privacy and security as well as perceived functional quality displayed non-significant effects on both perceived customer value and mobile app adoption. The findings provide insights into the use of mobile apps as part of workplace safety management during and post-pandemic.

Keywords: perceived customer value; adoption of mobile app; mobile app accessibility; internet connectivity; perceived safety; perceived privacy and security; perceived functional quality.

DOI: 10.1504/IJSEM.2023.134107

International Journal of Services, Economics and Management, 2023 Vol.14 No.4, pp.376 - 395

Received: 18 Nov 2021
Accepted: 01 Dec 2022
Published online: 11 Oct 2023 *

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