User satisfaction with mobile websites: the impact of perceived usefulness (PU), perceived ease of use (PEOU) and trust

Journal Article

Amin, Muslim . 2014

• Publication Work Type: Research Paper
• Publication Online URL: http://www.emeraldinsight.com/2040-8749.htm
• Issue Number: 3
• Volume Number: 5
• Pages: 258-274

Publication Abstract

Abstract
Purpose – The purpose of the study is to investigate the impact of perceived usefulness (PU),
perceived ease of use (PEOU) and trust on mobile website satisfaction.
Design/methodology/approach – A total of 302 valid questionnaires were collected to empirically
test the research model. Structural equation modeling (SEM) was performed to evaluate the reliability
and validity of the measurement model and structural models.
Findings – The results show that there is a positive relationship between PEOU, PU and mobile users’
satisfaction. PU is positively related to trust and mobile users’ satisfaction. Moreover, trust positively
influences mobile users’ satisfaction.
Practical implications – Drawing on the technology acceptance model and trust theory, this study
develops and empirically examines a model for consumers’ satisfaction to use mobile services. This
study contributes new insights concerning the marketing literature by examining the impact of PU,
PEOU and trust on mobile users’ satisfaction.
Originality/value – The contribution of the study is significant for both mobile marketers and
academicians in the era of the third-generation environment. This study is among the first few attempts
to integrate the TAM with trust to determine mobile user satisfaction.
Keywords Trust, Mobile satisfaction, Perceived ease of use (PEOU), Perceived usefulness (PU)
Paper type Research paper