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[{"key": "dc.contributor.advisor", "value": "Niininen, Outi", "language": "", "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "Koskinen, Linda", "language": "", "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2021-06-04T06:11:36Z", "language": null, "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2021-06-04T06:11:36Z", "language": null, "element": "date", "qualifier": "available", "schema": "dc"}, {"key": "dc.date.issued", "value": "2021", "language": "", "element": "date", "qualifier": "issued", "schema": "dc"}, {"key": "dc.identifier.uri", "value": "https://jyx.jyu.fi/handle/123456789/76209", "language": null, "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Mobiililaitteiden kehittyminen on tarjonnut yrityksille uusia mahdollisuuksia tavoittaa asiakkaita, ja asiakaskokemuksen t\u00e4rkeys on korostunut. T\u00e4ss\u00e4 tutkimuksessa keskipisteen\u00e4 on ollut suomalaisten Y ja Z-sukupolvien kokemukset mobiilishoppailusta ja se, millaisia havaintoja he ovat tehneet \u00e4lypuhelimen k\u00e4yt\u00f6st\u00e4 ostoksien tekemiseen netiss\u00e4. T\u00e4h\u00e4n asti aiemmat tutkimukset ovat p\u00e4\u00e4osin keskittyneet nettishoppailun k\u00e4ytt\u00e4j\u00e4kokemukseen kokonaisuutena tai osana kaikki kanavaista kokemusta. Asiakaskokemuksen tutkimuksen keskeisimm\u00e4ss\u00e4 osassa ovat olleet affektiivinen ja kognitiivinen ulottuvuus, ja samalla sosiaalinen, aistimuksellinen ja \u00e4lyllinen ulottuvuus on j\u00e4tetty v\u00e4hemm\u00e4lle huomiolle.\nT\u00e4m\u00e4 tutkimus pyrkii ymm\u00e4rt\u00e4m\u00e4\u00e4n paremmin mist\u00e4 tekij\u00f6ist\u00e4 mobiilishoppailun asiakaskokemus koostuu ja kuinka asiakaskokemusta mobiililaitteella voitaisiin kehitt\u00e4\u00e4. Tutkimuksessa k\u00e4ytetty puolirakenteinen haastattelurunko rakennettiin asiakaskokemuksen ulottuvuuksien sek\u00e4 mobiili- ja nettishoppailu teorian ymp\u00e4rille. Kymmenen haastateltavaa v\u00e4rv\u00e4ttiin k\u00e4ytt\u00e4en harkinta- ja snowball-otantamenetelm\u00e4\u00e4 k\u00e4ytt\u00e4en.\nTutkimuksen mukaan nettishoppailun asiakaskokemus soveltuu osittain my\u00f6s mobiliishoppailuun, mutta on my\u00f6s selv\u00e4\u00e4 ett\u00e4 my\u00f6s muut asiakaskokemuksen ulottuvuudet tulisi huomioida. Esimerkiksi erityishuomiota vaatii kommunikaatio asiakkaan kanssa, toimitusnopeus ja -tapa sek\u00e4 pakkaus, sill\u00e4 sensoriaalinen asiakaskokemus on jokseenkin j\u00e4ljess\u00e4 asiakkaan odottaessa tilauksen saapumista. Lis\u00e4ksi helppo k\u00e4ytt\u00f6isyys s\u00e4ilyy keskeisen\u00e4 osana kuluttajien odotuksia, ja mobiilinettisivujen ja mobiiliaplikaatioiden k\u00e4ytt\u00e4j\u00e4kokemusta tulisi parantaa, jotta voitaisiin houkutella ja luoda uusia mobiilishoppailijoita. Kaiken kaikkiaan mobiilishoppailu koetaan helppona ja tehokkaana tapana tehd\u00e4 pieni\u00e4, s\u00e4\u00e4nn\u00f6llisi\u00e4 tai jopa impulsiivisia ostoksia. Tutkimuksien tulosten avulla mobiiliverkkokauppoja voidaan kehitt\u00e4\u00e4 asiakasyst\u00e4v\u00e4llisemp\u00e4\u00e4n suuntaan.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.abstract", "value": "The development of mobile devices offers new opportunities for businesses to reach their customers whilst also the importance of customer experience (CE) is increasing. In this study, the focus is on how Finnish consumers from generations Y and Z experience mobile shopping and what kind of perceptions they have of using mobile phone for making purchases online. So far, the previous research has been focused mainly on online shopping CE as a whole or as part of the omnichannel experience. Based on previous research, main dimensions of CE studied in this context have been affective and cognitive dimensions whilst social, sensorial and intellectual dimension have been omitted. \nThis study has aimed to better understand which factors mobile shopping CE con-sists of, and how mobile based CEs could be developed further. Semi-structure inter-view protocol was based on existing research on mobile and online shopping. Ten interviewees were recruited through purposive and snowball sampling to collect a presentative sample of the population. \nWhilst it was found that to an extent, general online shopping CE also applies in mobile shopping, results indicate that other customer experience dimensions should also be considered relevant in the mobile environment. Especially, because the sensorial experience of the purchase is somewhat delayed by the waiting time required for delivery, extra care should be paid to customer communication, delivery speed and method as well as packaging to improve the CE. Ease of use remains as consumers\u2019 main expectation, and user experience of mobile optimised websites and mobile applications should be improved to attract consumers who are new to mobile shopping. Overall, mobile shopping is mostly perceived as being easy and efficient way to make small, frequent or even impulsive purchases. With the results of this study, mobile commerce can be shaped to be more customer friendly.", "language": "en", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted by Paivi Vuorio (paelvuor@jyu.fi) on 2021-06-04T06:11:36Z\nNo. of bitstreams: 0", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2021-06-04T06:11:36Z (GMT). No. of bitstreams: 0\n Previous issue date: 2021", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "118", "language": "", "element": "format", "qualifier": "extent", "schema": "dc"}, {"key": "dc.format.mimetype", "value": "application/pdf", "language": null, "element": "format", "qualifier": "mimetype", "schema": "dc"}, {"key": "dc.language.iso", "value": "eng", "language": null, "element": "language", "qualifier": "iso", "schema": "dc"}, {"key": "dc.rights", "value": "In Copyright", "language": "en", "element": "rights", "qualifier": null, "schema": "dc"}, {"key": "dc.subject.other", "value": "mobile shopping", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.title", "value": "An exploratory study into Finnish consumers\u2019 expectations and perceptions of mobile shopping customer experience", "language": "", "element": "title", "qualifier": null, "schema": "dc"}, {"key": "dc.type", "value": "master thesis", "language": null, "element": "type", "qualifier": null, "schema": "dc"}, {"key": "dc.identifier.urn", "value": "URN:NBN:fi:jyu-202106043436", "language": "", "element": "identifier", "qualifier": "urn", "schema": "dc"}, {"key": "dc.type.ontasot", "value": "Pro gradu -tutkielma", "language": "fi", "element": "type", "qualifier": "ontasot", "schema": "dc"}, {"key": "dc.type.ontasot", "value": "Master\u2019s thesis", "language": "en", "element": "type", "qualifier": "ontasot", "schema": "dc"}, {"key": "dc.contributor.faculty", "value": "Jyv\u00e4skyl\u00e4 University School of Business and Economics", "language": "en", "element": "contributor", "qualifier": "faculty", "schema": "dc"}, {"key": "dc.contributor.faculty", "value": "Jyv\u00e4skyl\u00e4n yliopiston kauppakorkeakoulu", "language": "fi", "element": "contributor", "qualifier": "faculty", "schema": "dc"}, {"key": "dc.contributor.department", "value": "Taloustieteet", "language": "fi", "element": "contributor", "qualifier": "department", "schema": "dc"}, {"key": "dc.contributor.department", "value": "Business and Economics", "language": "en", "element": "contributor", "qualifier": "department", "schema": "dc"}, {"key": "dc.contributor.organization", "value": "Jyv\u00e4skyl\u00e4n yliopisto", "language": "fi", "element": "contributor", "qualifier": "organization", "schema": "dc"}, {"key": "dc.contributor.organization", "value": "University of Jyv\u00e4skyl\u00e4", "language": "en", "element": "contributor", "qualifier": "organization", "schema": "dc"}, {"key": "dc.subject.discipline", "value": "Markkinointi", "language": "fi", "element": "subject", "qualifier": "discipline", "schema": "dc"}, {"key": "dc.subject.discipline", "value": "Marketing", "language": "en", "element": "subject", "qualifier": "discipline", "schema": "dc"}, {"key": "yvv.contractresearch.funding", "value": "0", "language": "", "element": "contractresearch", "qualifier": "funding", "schema": "yvv"}, {"key": "dc.type.coar", "value": "http://purl.org/coar/resource_type/c_bdcc", "language": null, "element": "type", "qualifier": "coar", "schema": "dc"}, {"key": "dc.rights.accesslevel", "value": "openAccess", "language": null, "element": "rights", "qualifier": "accesslevel", "schema": "dc"}, {"key": "dc.type.publication", "value": "masterThesis", "language": null, "element": "type", "qualifier": "publication", "schema": "dc"}, {"key": "dc.subject.oppiainekoodi", "value": "20423", "language": "", "element": "subject", "qualifier": "oppiainekoodi", "schema": "dc"}, {"key": "dc.subject.yso", "value": "asiakaskokemus", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "kuluttajak\u00e4ytt\u00e4ytyminen", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "mobiilisovellukset", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "customer experience", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "consumer behaviour", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "mobile apps", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.format.content", "value": "fulltext", "language": null, "element": "format", "qualifier": "content", "schema": "dc"}, {"key": "dc.rights.url", "value": "https://rightsstatements.org/page/InC/1.0/", "language": null, "element": "rights", "qualifier": "url", "schema": "dc"}, {"key": "dc.type.okm", "value": "G2", "language": null, "element": "type", "qualifier": "okm", "schema": "dc"}]
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