Determinants of Users’ Satisfaction with Mobile Apps

Abstract

Mobile apps are emerging as the new phenomenon of smartphones. This paper aims to explore the factors influencing user satisfaction when downloading mobile apps through examining the mediating role of user awareness while in the process. The research utilizes Innovation Diffusion Theory (IDT) and the Theory of Reasoned Action (TRA) to predict mobile users' satisfaction when downloading mobile apps. Questionnaire survey was administered to 350 conveniently selected smart phone users in Jordan. A dataset of 337 valid responses was considered for data analysis.  Structural equation modeling with AMOS 21 was used as an analytical methodology. Results indicated that perceived security, information technology awareness, and subjective norm are major predictors of mobile users' awareness, thereby, their satisfaction towards the mobile apps. Furthermore, user awareness when downloading mobile apps plays a significant mediating impact on the path linking each ofinformation technology awareness and subjective norm to user satisfaction. We conclude this work with findings’discussion, research limitations, and future work agenda.