Service mobile apps: a millennial generation perspective

Abstract

Purpose This purpose of this paper is to evaluate Millennials’ intention to use service mobile apps and assess gender as a moderator. Design/methodology/approach An extended technology acceptance model framework that includes information quality and self-efficacy guides this research. PLS-SEM is used to evaluate the data and test the hypotheses. Findings The study reveals that information quality, self-efficacy, perceived ease of use and usefulness, and attitude influence Millennials’ intentions to use service mobile apps. Additionally, gender is found to partially moderate the results. Practical implications Service companies that rely on mobile apps to deliver services ought to consider the disparities among the Millennial generation, increasing the likelihood that Millennial customers will adopt service mobile apps and that they receive acceptable customer experiences. Originality/value This paper examines the factors influencing adoption and use of service mobile apps among Millennials and examines gender as a moderator. Additionally, guidelines for service mobile app design are included.