# The Role of Mobile Application Acceptance in Shaping E-Customer Service
## 4 Results  
### Quantitative Result  
The participants answered all the questions asked in the survey. The questionnaire consisted of six closed-ended questions, whereby the participants were requested to select one option. The first and second questions provided demographic information, whereas the third to the sixth questions were based on the research questions and objectives. The findings are presented in the form of graphs and tables, as shown below. As shown in Figure 1, most of the participants were male (54.55%), followed by a female (45.45%). Despite the differences in the number of participants, the credibility of the findings was not affected because no specific mobile acceptance apps have been developed for females or males. The services are accessed by all customers irrespective of gender use access products and services from e-commerce platforms. Most of the participants had used e-commerce platforms to purchase products and services. For instance, 75.45% of the participants stated that they had used-e-commerce platforms ever to purchase products and services (Figure 2). Collecting data from individuals who use e-commerce platforms to purchase products and services ensures the most accurate and reliable data were used to develop the findings. As shown in Figure 3, most of the participants would prefer buying products and services from e-commerce platforms using mobile applications because of the convenience. No participant was unsure about the convenience associated with mobile applications. However, 48.18% of the respondents strongly agreed, whereas 39.09% agreed that mobile applications are very convenient when used to purchase products and services. Therefore, the finding demonstrates that mobile app acceptance positively impacts customer experience while purchasing services and products from e-commerce platforms. From the  
Figure 1: Gender of the respondents. Figure 2: Participants purchase products from e-commerce platforms. analysis, mobile app acceptance is more convenient, which is contributing to the increasing use of technology by many customers. Most of the participants stated that they use the mobile application to access services from online platforms because of simplicity to use (40.91% agree, and 33.64% strongly agreed). In recent days, there has been the growing use of mobile apps in electronic commerce. This study demonstrates that the increasing use of mobile apps in e-commerce is attributed to simplicity (Figure 4). Some of the features of the mobile app, such as push notifications, notify customers about the sales and special offers offered by the retailer. As shown in Figure 5, the findings indicate that mobile app acceptance has a positive impact on e-customer service. For instance, 40.91% of the participants stated that mobile app acceptance positively affects e-customer service. The results demonstrate that the mobile app is associated with multiple benefits, such as convenience and ease of use, which positively impact e-customer service. Mobile app acceptance enables customers to make an online payment and complete the purchase of the services with one button. Figure 4: The simplicity of mobile apps for use. Figure 3: The convenience of mobile applications. Most of the participants stated that mobile acceptance enhances customer experience and engagement (Figure 6). However, no respondent disagreed with the questions concerning mobile apps' effects on customer experience and engagement. The results imply that most customers perceive that mobile acceptance is effective in enhancing customer experience. With the rapid technological development across the globe, customers are shifting to online retailers, who deliver quality products and services to individual places. Retailers are integrating their practices with modern technologies to enhance the convenience and further improve customer experience and engagement. In this study, 47.27% of the respondents stated that mobile app acceptance enhances customer experience and engagement.