# The Role of Mobile Application Acceptance in Shaping E-Customer Service
## 4 Results
### Qualitative Results
#### 4.2.1 Effects of Mobile App Acceptance on E-Commerce Service Delivery  
The use of mobile applications has increased in the last two decades due to the pervasiveness of mobile phones, thus increasing the number of business service transactions conducted through an e-commerce platform. According to participants 1 and 5, mobile app acceptance improves customer experience. \begin{table}
\begin{tabular}{c c c c c c} \hline \hline
**Model** & **Sum of Squares** & **df** & **Mean Square** & **F** & **Sig.** \\ \hline Regression & 10.936 & 4 & 2.734 & 30.419 & 0 \\ Residual & 9.437 & 105 & 0.09 & & \\ Total & 20.373 & 109 & & & \\ \hline \hline \end{tabular}
\end{table} 
Table 1: ANOVA test. \begin{table}
\begin{tabular}{c c c c c c c} \hline \hline
**Model** & **t** & **df** & **Sig. (2-tailed)** & **Mean Difference** & \multicolumn{2}{c}{**95\% Confidence Interval of the Difference**} \\ \cline{5-7}  & & & & & **Lower** & **Upper** \\ \hline I prefer using mobile applications & & & & & **Lower** & **Upper** \\ when purchasing products and & 45.539 & 109 & 0.000 & 4.227 & 4.04 & 4.41 \\ services because of convenience? & & & & & & \\ \hline I prefer using a mobile application & & & & & & \\ when purchasing products and & 46.535 & 109 & 0.000 & 4.009 & 3.84 & 4.18 \\ services because it is simple to use & & & & & & \\ \hline Do mobile app acceptance & & & & & & \\ positively influence e-customer & 44.923 & 109 & 0.000 & 4.055 & 3.88 & 4.23 \\ service? & & & & & & \\ \hline Do mobile app acceptance & & & & & & \\ increase customer experience and & 65.316 & 109 & 0.000 & 4.255 & 4.13 & 4.38 \\ engagement? & & & & & & \\ \hline \hline \end{tabular}
\end{table} 
Table 2: One-Sample Test. Participant 5: _\"Mobile app acceptance is more convenient which contribute to the outstanding customer experience when purchasing products on e-commerce platforms.\"_  
Today, the majority of customers find it easy and convenient to order and pay for services on e-commerce through mobile apps, thereby increasing the popularity of e-commerce service delivery, both locally and internationally. High acceptance of mobile business applications among youths, adults, and elderly consumers has increased the level of efficiency in e-commerce service delivery. The result is consistent with the quantitative data regarding the aspect of convenience associated with mobile app acceptance. In this case, increased efficiency is linked to the reduced time required for each customer to place, pay, and receive e-commerce services. In the process, organizations spend saved time to attend to an increasing number of consumers without unnecessary delays. Therefore, organizations are better placed to understand and effectively respond to complex, wide-ranging consumer needs in a cost-efficient manner. Participants 2, 3, and 4 stated that mobile app acceptance has led to improved service delivery to customers. Increasing acceptance of mobile business applications has led to the development of positive consumer perceptions about the quality of services delivered by organizations through an e-commerce platform. Further, as organizations rely on modern technologies, such as mobile apps, to provide services, they elevate their levels of innovativeness, thereby encouraging the development of positive consumer mindsets towards the brand and service provided. Participant 2: _\"There is improved service delivery from online retailers. The improved service delivery is attributed to the easiness to access quality products, high responsive rate, and convenience.\"_  
Mobile acceptance in the e-commerce service space also has increased consumers' subjective knowledge about service offerings and service delivery mechanisms of different organizations. Customers analyze and adapt appropriately to forecasted and unpredicted challenges that undermine e-commerce service delivery.