Mobile Application for Customer Satisfaction (CS), Repurchase

Intention (RPI)

Zoohan Gani

and Win Maung

Victoria University, Sydney, Australia College of Business

Charles Sturt University - Study Group, Australia Department of Information Technology,Faculty of Business, Justice and

Keywords:

Mobile Customer Relationship, Customer Purchase, Mobile Application, Customer Satisfaction, Customer

Retention

Abstract:

Customer retention is based on the motive of attracting customers for future repurchasing intentions, which is

facilitated by a continuous approach of greater returns and effective, long-lasting relationship beneﬁts. Two

of the most crucial sections in business are Repurchase Intention (RPI) and Customer Satisfaction (CS). The

established link between the quality of a product and customer service are crucial factors for measuring efﬁ-

ciency and success. The motive behind the constant practice of offering quality products and services is for

attracting future repurchase and customer retention. This study was performed under the power and electrical

segment focussed at UPS (Uninterrupted Power Supply) in the country, Australia. In the study, the develop-

ment of a mobile application, which is compatible with iPhone and Android will enable the understanding and

knowledge of the customers regarding the different forms of UPS during the purchase decision. The study

aimed at the identiﬁcation of Customer Satisfaction by stressing on the offered service and product quality and

customer retention for Repurchase Intention.

1 INTRODUCTION

Due to the availability of convenience of mobile

phones for users with respect to calling and emailing,

the opportunity and ﬂexibility of operating electronic

businesses have become easier. The growth and rise

of the Web Application are accelerated by developing

electronic commerce (Palmer, 1997). It is being an-

ticipated for the future that mobile commerce will be

considered as one of the key motivating force or fac-

tors in the rise of Mobile Application. The intersec-

tion point of the communication has been considered

as the mobile application. The main feature of tech-

nology is that it enables the conception of ’anytime

and anywhere’ that demonstrates the accessibility for

personal and professional communication. There are

numerous features in the medium of wireless technol-

ogy and mobile devices that stimulates customer rela-

tionships. The features include:

• Tracking the customers’ data in all across media

• Customizing the services and content

• Offers quality services and content during the

time of need

• Offers quality content associating involving fea-

tures (Deans, 2004)

The procedures involved in a business for inter-

acting and connecting with the target customer in or-

der to stimulate sales and satisfy customers refer to as

Customer Relationship Management. Mostly, com-

pany possesses a long-term and strategic perspective

regarding Customer Relationship Management. The

businesses utilize the existent past customer data for

the purpose of maintaining sales, improvement and

retention of customers (Hassan, 2015).

The application of customer service is very crucial

for an organization as it enhances the opportunities

for proﬁtable opportunities, acquires competitive ad-

vantages and improves product quality of businesses

as well as stimulates higher revenue and sales (Gofﬁn

and Price, 1996). In accordance with (Calif, 1987),

the purpose of improved customer satisfaction, better

accessibility in the market and high proﬁtability, busi-

nesses prefer to incorporate quality customer service.

Organizations are adopting the applicability of

quality customer service in the association of quality

services and products for the goal of ensuring compet-

itive advantage amongst the competitors (Sattari et al.,

164

Gani, Z. and Maung, W.

Mobile Application for Customer Satisfaction (CS), Repurchase Intention (RPI).

DOI: 10.5220/0009907301640171

In Proceedings of the International Conferences on Information System and Technology (CONRIST 2019), pages 164-171

ISBN: 978-989-758-453-4

2015). According to (Ahmad et al., 2010) , there are

numerous researched ﬁndings, which demonstrate a

deﬁnite link between Repurchase Intention and Qual-

ity Retention amongst customers as well as customer

satisfaction and service quality also holds a positive

relationship.

This research study was conducted for an Aus-

tralian company, Uninterrupted Power Supply, under

the power and electric unit. The paper is categorized

into seven segments, including the section of intro-

ducing the topic followed by an extensive focus on

literature review. The research paper will also stress

upon a proposal for stimulating customer repurchas-

ing intention strategic model and customer satisfac-

tion. The paper will include the discussion the fram-

ing of a mobile application with the next phase to de-

sign the UPS calculator. In this paper, a case study

assessment will also be covered. The research pa-

per will be concluded by presenting a summary of the

ﬁndings and proposed actions.

2 LITERATURE REVIEW

There has been a number of research studies, which

aims at different business organizations concentrating

on the employee empowerment in spite of stressing on

customers (Guha et al., 2018). This practice has been

witnessed in spite of the fact that customers are one of

the major contributors of a business and to the value of

sales. Nevertheless, this strategy is not lead to under-

mining customers. The studies have been witnessed

without the concentration on customer empowerment

through the incorporation of knowledge. Mostly, the

studies found under the theme of organizational prac-

tices for optimum success does not practice the use

of customer data for the purpose of offering creating

sales and stimulating utility. On the other hand, there

are some research papers which stresses on the power

growing amongst the customers, as with the increas-

ing application of technological impact and competi-

tion, the line dividing customers and an organization

has been blurred (Guha et al., 2018). For examples,

the creative contribution and accountability of busi-

nesses have been presumed by the users, causing the

rise of user-generated content. This phenomenon is

believed to be existent in various forms. For exam-

ples, memes are created by users for comedy pur-

poses. With the increasing exposure and accessibil-

ity for users, organizations realize the involvement of

users in creative and critical tasks.

According to (Kim et al., 2003), concentrating on

customer data and synching the knowledge of the con-

sumers with target services, product offerings, cus-

tomer values and marketing program to customer sat-

isfaction and loyalty is very crucial (as reﬂected in

Figure. 1). The model suggested by (Kim et al.,

2003), improving customer knowledge is considered

to be one of the major factors. With the growing realm

of development and learning amongst organizations,

businesses are thriving towards educating the internal

stakeholders and workforce (Inc, 2018). For facilitat-

ing these strategies, the key target for the organiza-

tions is its customers. Some of the instances lie the

organizations Apple and Werner have been perform-

ing training and development programs concentrated

towards the customer (2010, 2010). Nevertheless, in

a research study performed by the Aberdeen Group

during 2010, where the sample selected for the study

was 400 deduced that more than ﬁfty percent of the

organizations are involved in the practice of training

customers. Therefore, the study indicated the major-

ity of the organizations are concentrating on the fea-

tures and applicability of CRM, which incorporates

customer training.

The techniques for training internal and external

stakeholders are different but involved intersecting

aims and objectives. Mostly the aims are concen-

trated on stimulating revenue, lowering costs, facili-

tating brand awareness and dependency on the help

desks. One of the prominent instances of customer

empowerment, where the customers are empowered

with every phase of the knowledge building process

is Apple Inc. For example, an Apple customer pays

99 dollars for one-to-one program and receives the ac-

cessibility of a tutor, who can assist with the setting up

of Mac including software synching with the storage

unit iCloud (Inc, 2018).

On the other hand, Werner has free online train-

ing programs for its customers. Werner’s idea is fre-

quently used by most organizations, mostly as a way

of familiarizing customers with complex products.

Moreover, the research studies demonstrate different

needs for incorporating training programs for the cus-

tomers, but every need can be correlated with the

stimulating sales, offering control amongst the cus-

tomers for dedicated processes and building relation-

ships. (Inc, 2018). With the increasing competition

in the market, the organizations are constantly strug-

gling to maintain their position and fears the constant

sense of losing customers. In accordance with this,

organizations must adopt various activities and prac-

tices that lead to the state of empowered customers

with the intention of customer satisfaction and repur-

chase intention. For example, the main concentration

should be concentrated on appropriate content. The

goal and processes of the businesses should be fo-

cussed on audience-related practices (Hassan, 2015).

Mobile Application for Customer Satisfaction (CS), Repurchase Intention (RPI)

165

For example, each process and system of a business

must be categorized into various steps if the motive

of the program is assisting customers with the linked

complexities of a speciﬁc system. Nevertheless, it

is very crucial for customers to collect and capture

customer data. With the exception of the direct con-

nection with the customers, organizations still possess

various opportunities and spectrum for receiving cus-

tomer knowledge.

These evidences relate to the concept of the IoT

(Internet of Things). With the implication of the IoT,

the extraction of customer data by the organizations

becomes very easier by the interlinked platforms like;

purchase history, websites, mobile phones and social

media (Foss et al., 2008). With the recognition of

market value, the extraction of information is becom-

ing very challenging and costly. In the due course

time, the market has experienced a range of entities

that are involving operations in data extraction, data

synthesis and selling data. Although the businesses

are not dependent on such entities, organizations also

involve in accessing data through the existent enti-

ties. Therefore, the understanding of customers is

very crucial for organizations (Foss et al., 2008).

Moreover, data customization is very crucial for

retaining customer (Hassan, 2015). For an overall ef-

fective method, humanizing the training experience is

very crucial, which should restrict the presence of jar-

gon and technical terms. There are few organizations,

which has been a latecomer into the system of the

street and informal approach with respect to content

offering and language.

Moreover, business thriving at the optimization of

training outcomes is engaged in offering training pro-

grams immediately. The main motive is to offer con-

tent efﬁciently so that the customers can be accom-

modated with the required information whenever re-

quired. The businesses are also involved in directing

the customer behaviour towards the content post the

purchasing decision.

Keeping content direct and short is also one of the

strategic approaches for optimizing the learning pro-

cess (Banin et al., 2016). The rationale behind this

approach is that the customers should be accommo-

dated with the data required by the customers as per

their own schedule and need (Banin et al., 2016). The

content should be designed with the aim of demon-

strating the critical features of products, which needs

explanation due to the mild or lower attention span of

human beings.

space

Figure 1: CRM Evaluation Model

The organizational landscape started transforming

with the 21

century (Hassan, 2015). Therefore, the

organizations must invest time and efforts in discov-

ering ways of ensuring strong customer relationships

and lowering costs for the target customers.

Customer empowerment by offering knowledge

should be considered as one of the crucial tactics for

improving a strong relationship. These tactics en-

hance the satisfaction level of the customers as well as

ensures purchase intention and proﬁtability. With the

emerging competition, customers are becoming the

key determinant in deciding the position and genera-

tion of sales in the market, leading to the signiﬁcance

of customer empowerment.

According to (Henkel et al., 2006), the study

demonstrated that the level of customer satisfaction

in a telecommunication organization determines the

intentions, future purchase and usage rate. In accor-

dance with (Cronin Jr and Taylor, 1992), the study

reﬂected the customers’ intention of being associated

with a speciﬁc organization in the near future is inter-

linked with the service, overall satisfaction rate and

service quality that is being offered by the organiza-

tions. According to (Chau and Kao, 2009), the study

reﬂected that customer satisfaction and value associ-

ated with a product or service is directly linked with

each and every element of the service quality.

3 PROPOSED MODEL

The model proposed for the aim of the research,

which is to ensure retention and customer satisfaction

can be experienced in Figure 2. The model consists

of the strategies of repurchase intention related to the

concept of CRM evaluation model, demonstrated in

Figure 1.

CONRIST 2019 - International Conferences on Information System and Technology

166

space

Figure 2: Proposed model for retention purchase and cus-

tomer satisfaction strategies

The study extensively examines and reviews exis-

tent literature with the practice of constructing a rela-

tionship with customer intention. The development

of the strategies under the proposed model regard-

ing Customer Repurchase Intention (RPI) and Cus-

tomer Satisfaction (CS) was based upon a pilot re-

search study focussing on customer, who uses the mo-

bile application.

The link between customer retention and relation-

ship management is being instituted in the proposed

model. In the proposed model, a link was being es-

tablished within customer satisfaction, costs, product

quality and service feature for demonstrating interlink

between various variables. Moreover, the model fo-

cussed on discovering the dependent variable regard-

ing customer repurchase intention for the purpose of

stressing on the probability of attracting target cus-

tomers for repurchase.

Few of the critical forces inﬂuencing the aspects

of customer retention, repurchase intention and cus-

tomer satisfaction are costs, service, quality and prod-

uct. In this research study, numerous variables have

been considered, including customer satisfaction and

customers’ experience for a product as well as the

variables like factors of marketing mix like customer

intention, product, price and forces assessing repur-

chase intention and customer retention.

Further, the research study will proceed with the

explanation of Mobile Application on the basis of the

proposed model and with the motive of compatibility

in both iOS and Android application.

4 DESIGNING OF MOBILE APP

The design of the proposed Mobile Application

framework (Figure. 3) is based upon the proposed

model in the research in the association of the strate-

gies of retention purchase and customer satisfaction.

The applicability of the mobile application needs to

compatible with iOS and Android operating system.

The design will involve the mobile application frame-

work, signiﬁcant design principles, a system classiﬁ-

cation, development lifecycle, the development life-

cycle and the implementation of the system.

4.1 Mobile Application Framework for

Developing Repurchase Intention

and Customer Satisfaction

The mobile application framework can be character-

ized in two separate sections, where these sections

are considered to be the most critical components for

framing the application framework and analysing the

state of repurchase intention and customer satisfac-

tion. The main motive was that the easy accessibil-

ity and understanding of the customers with different

categories by simply downloading the App from the

ofﬁcial company website, which involved Power Sup-

plies, Cabinets and UPS with technical documents.

Customer can easily download the Mobile App from

the company website that includes categories of UPS,

Power Supplies, Racks and Cabinets along with the

technical documents.

On the basis of the preliminary ﬁndings, one of

the most signiﬁcant aspects for ensuring repurchase

intention and customer satisfaction are 24/7 technical

and online after-sales service support for 24/7.

(a) Technical Section: The technical support of

the mobile app will be dedicated towards the queries

of customers regarding product prices, types, prod-

uct and product classiﬁcations. The mobile app also

involves a customer feedback section. The mobile ap-

plication is the easy option for understanding, select-

ing and purchasing various categories including, am-

pere, voltage, UPS systems and power. The mobile

app will be mutually beneﬁtted as company’s account

department, and sales manager of an organization will

be able to track and assess sales data and preference of

items by Google analytics for future purchasing and

marketing purposes.

(b) Social Media Section: Social media plat-

forms can positively contribute to the retailers by ac-

cessing the measurement of results. The mobile ap-

plication is also comprised of the various social media

links for connecting discussion, enable FAQs and ex-

tract customer reviews. The sites included in the app

are LinkedIn, Facebook and Twitter. The feedback of

the customers is considered most signiﬁcant for the

mobile app framework with the motive of assessing

repurchase intention and customer satisfaction. The

social media division in the app will offer the opportu-

nity of extracting market research data, helps in estab-

Mobile Application for Customer Satisfaction (CS), Repurchase Intention (RPI)

167

lishing customer services relationship, often termed

as relationship networks, brand awareness and lead

generation by assisting the company and customers

for connecting through an online platform and acts as

a medium for sharing ideas and data.

Figure 3: Mobile App framework for repurchase intention

and customer satisfaction

In the ofﬁce, the server will be connected to (a) the

CRM (Customer Relationship Management), which

handles emails and customer enquiries (b) a link with

sales support like bill, delivery, suppliers, orders,

sales and maintenance of customer account.

The 24/7 service of the server will be dedicated

for the functions like FAQs, bill payments, enquiries.

4.2 Key Design Principles

The main goal of the Mobile Application is to offer

easy, natural and fast services and knowledge. An

efﬁcient Mobile Application can demonstrate desir-

able features. The application offers data based on

wants and needs for various situations. In accordance

with (Singhal, 2001), seven principles related to goal-

driven mobile application services are mentioned be-

low:

• Ease in the usability of services

• Information and knowledge for nontechnical

users

• Relevant data regarding technical people and

users

• Terminologies for identiﬁcation purposes by the

user

• FAQs for users’ convenience

• Compatibility in both Android and iOS.

• Available maps, location of stores

• These principles can be applied for the devel-

opment of Mobile Application regarding product

calculations in accordance with affordable prices

and power factor.

space

Figure 4: UPS Calculator Menu

4.2.1 System Implementation

The development of the application is considered crit-

ical for the developers. The investigation of the mo-

bile phone industry was carried out for analysing var-

ious major phone segment, iOS (Apple Phone) and

Android (Smart Phone). The investigation was cate-

gorized into two sections:

1. Android Apps

The IDE (Integrated Development Environment)

was used under Microsoft Visual in regards to

android mobile phones. A code refactoring and

IntelliSense (code completion element) are used

under are included in this system. The func-

tion of the integrated debugger operates as both

machinelevel debugger and source-level debug-

ger. Almost 36 various programming languages

and enabling the debugger and code editor for

the purpose of supporting the programming lan-

guages and language-based services are assisted

by the visual studio. The in-built languages con-

tain Visual Basic Net, XML, JavaScript, Type-

Script, CSS, HTML, XSLT, C++, CLI/C++

2. iOS Apps

Apple devices use the operating system named

iOS for the iPads and iPhones, and it is used

for interactions from the Apple devices. An edi-

tor named CodeRunner is lightweight and has the

ability to operate with multiple languages with the

stage of execution, restricting the installation of

multiple locales. One of the main qualities of the

CodeRunner is that it supports multiple languages

including Java, AppleScript, C++, C, JavaScript

(Node.js), Objective-C, PHP, Perl, Ruby, Shell

and Python.

5 UPS CALCULATOR

The UPS Calculator was developed, accommodating

both iOS and Android Mobile Application. UPS tool

is considered like an interactive device where cus-

tomers can install and download the system on mo-

bile phones. Main purpose of the UPS Calculator is

CONRIST 2019 - International Conferences on Information System and Technology

168

assisting want and needs of the customers for purchas-

ing the UPS, which involves input voltage, prices and

output voltage compatible for an electrical device.

Figure 5: UPS calculator for printer and computer for cal-

culating the output voltage, ampere

Figure 6: Power calculator regarding the runtime of the UPS

duration of the power

Figure 7: UPS calculator for the network server output volt-

age, duration of power and amp

The need for UPS client server network can be ac-

commodated by adding server machines, numbers on

computer, monitors, scanners and printers as well as

the addition of numbers on for the run times. The cal-

culator also offers different forms of UPS involving

various prices and models to choose from. The com-

puter network for the technical information of UPS is

reﬂected in the ﬁgures, 4.a, 4.b, 4.c and 4.d.

6 CASE STUDY AND ANALYSIS

The case study will demonstrate the pilot study and

preliminary study regarding repurchase intention and

customer satisfaction. This section was built based on

a brief overview of the case with the intention of keep-

ing space for further explorations. The research study

is reliant upon the aspect of customer preferences for

understanding the suitability of the UPS on the basis

of input variables through the use of a UPS Calculator

to determine the repurchase intention. The creation

of UPS machines is designed by the help of a transna-

tional entity, named Sydney UPS Distributors Pty Ltd.

The mobile app was designed for being compatible

by both iOS and Android operating systems. The mo-

tive behind the application was to acquire access for

developing knowledge and understanding of the cus-

tomer by empowering them regarding the variables

and technicalities. The functionality of the UPS can

have different reﬂect various back-up times with the

calculations, where the discovery of the suitable UPS

must be assessed for the vast applicability in iOS. The

application developed technical knowledge and capa-

bilities for the customers with affordable prices. The

app lets the customers feed the required variables with

the help of UPS Calculator. For example, as per the

need for backup, a user can feed the required number

of amperes, voltages and devices with the speciﬁed

run-time.

Therefore, the result of designing the application

and system was to enable the easy access of the cus-

tomers with the knowledge about sales and technical

decisions from a wide range of devices to select from,

with the consideration of the process of power conver-

sions under the UPSs and the functioning of UPS like

the interactive state of the UPSs on 1/3 phase, double

conversion UPSs and UPSs 3/3 phase.

The pilot study received customer feedbacks,

which contributed regarding the understanding of cus-

tomers’ preferences and usability for the mobile app

in the calculation for UPS. Numerous factors were

discovered during the study, like the descriptions al-

lowed their rational buying decision efﬁciently. Ear-

lier, an executive had to understand the offerings of

electric wholesalers and UPS calculations with the

price set-up.

The old process was a very complex purchasing

process and used to absorb a lot of time. With the

proposed model, the customers experienced an easier

and efﬁcient purchasing order process.

Moreover, the mobile application helped them ex-

perience empowerment for making a purchase deci-

sion as they were deciding with proper knowledge

by holding a device in their palm. This enabled the

ease of making a personal decision without being de-

pendent on the third parties as the app allows easy

feeding of data with the preferred variables and tech-

nology. The customers reported that the system of-

fered ﬂexibility, credibility and transparency. The

application has customized the process of selecting

services and simpliﬁcation of calculation through the

UPS calculator as the usage does not need any tech-

nical knowledge. The study also reﬂected an efﬁ-

cient result of conducting training programs for the

customers by face-to-face medium, through salesman

and by YouTube Application.

The application contributed to the signiﬁcant re-

sult of increasing sales by 25 percent. This result

was also the reﬂection of direct training and market-

ing approach by the salesman of the mobile app with

Mobile Application for Customer Satisfaction (CS), Repurchase Intention (RPI)

169

YouTube and direct training programs. The increas-

ing awareness and easy usability enabled the improve-

ment of sales, thereby demanding the evolution of the

mobile app for different products.

Around 25 users of the app with the UPS calcu-

lator were selected, who were using iOS or Android

compatible phone. A question asked to the customers

was ‘Will they use the mobile app to buy UPS again?’.

In response to this question, around 15 were in favour

of the convenience because of the factors involving

ease of usage, easy calculator and time-saving. Six

of the selected users said ’Maybe’, because of the un-

certainty in the projects related to UPS. Four people

denied the repeated usage because of being rational

and fearful for the conﬁdentiality of the information

to the third parties. On the basis of the pilot study,

around sixty percent of the selected users were sat-

isﬁed with the purchase assistance and UPS calcula-

tor, twenty-four percent were satisﬁed but were uncer-

tain for the repeated purchase, and sixteen percent of

the selected users were not satisﬁed due to the factor

of familiarity with the modern technological implica-

tions and favoured traditional methods.

7 CONCLUSIONS

Therefore, other organizations may involve them-

selves in incorporating such designs of the mobile

application for customers for offering a better expe-

rience. The aim should not only be focussed on the

sales targets but should also be directed towards the

understanding of customers’ preferences and ease of

their navigation. The content should be focussed on

the customers’ understandability.

Thus, organizations should invest in easy, brief

and simple content like the UPS distributors Pty Ltd.

UPS calculator in Sydney. Brief content focuses on

precisions and restricts irrelevancy. For ensuring an

effective emotional experience of the customers, or-

ganizations should also focus on humanizing the over-

all experience of users. Incorporating street language

or humour may help with the humanization of experi-

ences for customers.

The wants, attitudes and needs of the customers

can be efﬁciently understood by framing and synthe-

sizing the information. Relying on the direct demand

of the customers regarding product information train-

ing should be avoided. The organization should un-

derstand the need and organize the training programs

accordingly for easy and timely accessibility of the

customers (potential or existent). Customers will feel

connected and empowered if they are treated as the

in-charge for a process enabling their active involve-

ment. The aim of the training approach aims at sat-

isfying the innate need of becoming the in-charge by

communicating the technicalities of the processes and

variables.

CONRIST 2019 - International Conferences on Information System and Technology

170

REFERENCES

2010, A. G. (2010). Employee performance management.

Ahmad, Z., Ahmed, I., Nawaz, M. M., Usman, A., Shaukat,

M. Z., and Ahmad, N. (2010). Impact of service qual-

ity of short messaging service on customers retention;

an empirical study of cellular companies of pakistan.

International Journal of Business and Management,

5(6):154.

Banin, A. Y., Boso, N., Hultman, M., Souchon, A. L.,

Hughes, P., and Nemkova, E. (2016). Salesperson im-

provisation: Antecedents, performance outcomes, and

boundary conditions. Industrial Marketing Manage-

ment, 59:120–130.

Calif, D. (1987). Waste audit study: Automotive re-

pairs. Wesley M. Toy, PE Saratoga, Calif, for the

California Department of Health Services, Toxic Sub-

stances Control Division, Alternative Technology Sec-

tion, pages 131–142.

Chau, V. S. and Kao, Y.-Y. (2009). Bridge over troubled

water or long and winding road? Managing Service

Quality: An International Journal.

Cronin Jr, J. J. and Taylor, S. A. (1992). Measuring service

quality: a reexamination and extension. Journal of

marketing, 56(3):55–68.

Foss, B., Stone, M., and Ekinci, Y. (2008). What makes

for crm system success—or failure? Journal of

Database Marketing & Customer Strategy Manage-

ment, 15(2):68–78.

Gofﬁn, K. and Price, D. (1996). Service documentation and

the biomedical engineer: Results of a survey.

Guha, S., Harrigan, P., and Soutar, G. (2018). Linking social

media to customer relationship management (crm): A

qualitative study on smes. Journal of Small Business

& Entrepreneurship, 30(3):193–214.

Hassan, R. (2015). Effect of customer relationship manage-

ment on customer satisfaction.

Henkel, D., Houchaime, N., Locatelli, N., and Singh, S.

(2006). The impact of emerging wlans on incumbent

cellular service providers.

Inc, A. (2018). Choosing membership.

Kim, J., Suh, E., and Hwang, H. (2003). A model for

evaluating the effectiveness of crm using the balanced

scorecard. Journal of interactive Marketing, 17(2):5–

19.

Palmer, J. W. (1997). Electronic commerce in retailing: Dif-

ferences across retail formats. The Information Soci-

ety, 13(1):75–91.

Sattari, S., Sangari, E. S., and Peighambari, K. (2015). Ser-

vice quality in the iranian cellular telecommunications

market. In Proceedings of the 2009 Academy of Mar-

keting Science (AMS) Annual Conference, pages 105–

109. Springer.

Singhal, S. (2001). WAP-the Wireless Application Protocol:

Writing Applications for the Mobile Internet. Addison

Wesley Longman.

Mobile Application for Customer Satisfaction (CS), Repurchase Intention (RPI)

171