Investigating the Factors That Make a Fashion App Successful: The Moderating Role of Personalization

Abstract

Online fashion retailers promote use of fashion apps among their consumers. However, dissatisfaction in using these apps is one of the reasons consumers uninstall them. This research studies the influence of information quality, service quality, and system quality on app satisfaction. Further, the influence of app satisfaction on purchase intentions is also studied. In addition, the moderating role of personalization among the three quality dimensions and app satisfaction is observed. Primary data were collected from 268 respondents. The results established system quality as the most significant factor influencing app satisfaction. Further, personalizing the app increased the influence of the three quality dimensions on app satisfaction.