With the changing on network technology and Internet exchanges frequently, the Internet plays an important role in many people's lives, but also affects the learning, the change of the sale. The survey found that internet users are young than12-year-old is a rising trend. Therefore, construction of children's Web site to make children to feel about the vast Internet information in the information filtering case. Then, to provide a satisfactory experience for users of the site will affect the users of the site's views and re-visit frequently. This study aims to explore the impact on user perceived experience and loyalty of children's web-based service quality in order to understand whether website on providing service quality have different views in different a point of view, as the reference of site designer, web-site operators and follow-up study in the future. The results pointed out that in the course of children's website, the dimensions that the web-based service quality and perceived experience affect user¡¦s satisfaction and user¡¦s loyalty can be summarized as follows: (a) user¡¦s perceived experience of web site can directly impact on user¡¦s satisfaction and loyalty; (b) web-based service quality is required by the user satisfaction indirectly affects user¡¦s loyalty and demographic variables in the study of variable conditions sum up the differences. The management of meaning which are obtained by variance analysis will be able to serve as managers in improving the children's web-based service quality.

Background: In the advent of multi-sided platforms defying traditional business models, sustaining long-term scale and success of platforms remains a great challenge to date. At the same time, customer engagement prevails as a superior factor enhancing customer loyalty in the current relationship marketing theory. Hence, utilizing customer engagement as a social tool to attract and sustain users could pose an appropriate answer for the struggles of platform businesses. Purpose: The purpose of this study is to validate context-specific relationships of customer engagement within a nomological network for multi-sided platform settings. By doing so, we particularly want to investigate context- specific antecedents in MSP settings leading to customer engagement and subsequently test its potential outcome of the continued use of the platform. Approach: By employing the pioneering example of Korea’s ubiquitous multi-sided platform KakaoTalk, we constructed a context-specific nomological network around customer engagement based on the platform’s perceived functionalities and characteristics. Applying structural equation modeling, we investigated our theorized path relationships between the major constructs of our research model. Findings: Our results suggested that the theorized context-specific nomological network around customer engagement can be validated in multi-sided platform settings. Hereby, customer engagement functioned as a strong predictor of user loyalty without being influenced by other relational constructs represented by relationship commitments. Additionally, a platform’s utility and especially its social experience embodied substantial factors that initially lead to customer engagement in the first place. Conclusion: Implications for this study contribute to both practitioners and scholars. While platform managers are guided with practical ideas to exploit customer engagement, the general literature of customer engagement is supported with a contextual study validating the applicability of the nomological network around customer engagement in the setting of multi- sided platforms.

Användarchurn är ett stort problem för mobile applikationer, och speciellt för älsoapplikationer. Eftersom mobila applikationer är en så ny industri finns det nästan ingen forskning om churn i mobila applikationer, och ingen forskning alls om fokuserad på churn i hälsoapplikationer. Syftet med den här studien var att undersöka vilka dimensioner ett företag med en mobil hälsoapplikation måste ta hänsyn till för att analysera churn, samt att ge dem verktyg för att själva analysera churn i framtiden. Studien gjordes i for m av en case - studie på företaget Lifesum. En omfattande   litteraturstudie genomfördes för att skapa ett initia l ramverk för att analysera churn i en hälsoapplikation. Intervjuer gjordes med både användare samt anställda på Lifesum, med frågor baserade på det initiala ramverket. Resultatet av intervjuerna användes sen för att förbättra ramverket, för att ge en mer korrekt bild av churn i en mobil hälsoapplikation. Resultatet användes också för att skapa en sammanställning av churn på case - företaget Lifesum. Studien resulterade I ett ramverk med flera olika dimensioner, med flera olika kopplingar. De imensioner som främst påverkar churn är användarnöjdhet samt bytesbarriärer, och de är i  in tur influerade av andra faktorer. Analyses av churn i Lifesum - applikationen visar att churn är komplext. Användare har flera olika syften med att använda applikationen, samt ännu fler anledningar till varför de slutar använda appen. Ett diagram som kartlägg er de olika användarna presenteras, men en analys om hur applikationen behöver förändras för att passa behoven av de olika användargrupperna. En  rekommendation ges också till företag att undersöka vilken typ an användare de vill fokusera på, baserat både på vad de kan göra samt vilken riktning de vill att applikationen ska ta. / User churn is a big problem for mobile applications, and in particular for healthapplications. Because mobile applications is such a new industry there is almost no research on churn in mobile applications, and none at all regarding health. The purpose of this research was to explain what dimensions a mobile health application company need to take into account when analyzing churn, and provide them with the tools to analyze churn in the future.The study was done in the form of a case study at the mobile health company Lifesum. An extensive literature study was conducted to create an initial framework for analyzing user churn in a health application. Interviews were conducted with both users and with Lifesum employees, with questions based on the initial framework. The results of the interviews were then used to augment the initial framework, to represent a more accurate image of user churn in a mobile health application. The results of the interviews were also used to create an overview of churn in the specific case study of the Lifesum app.The outcome of the study was a framework with many different dimensions, with intricate connections between them. The main dimensions influencing user churn are user satisfaction and switching barriers, and they are in turn influenced by other factors. The analysis of churn in the Lifesum application shows that churn is complex. Users have many different purposes for using the app, and even more reasons for why they stop using the application. A diagram mapping the different users is presented, with analysis regarding how the app needs to change to cater to the different user groups. A recommendation is also given for companies to investigate which type of users they want to cater to, based on both what they can do and what direction they want the application to go.

En la actualidad, la tecnología está avanzando a pasos agigantados en el sector financiero. Los bancos ya no trabajan bajo el sistema tradicional, sino que han tenido que implementar a sus canales distintos procesos tecnológicos, para así lograr satisfacer todas las necesidades de sus clientes y poder mantenerlos leales a la marca a través del tiempo. En Perú, los productos que destacan ante la población bancarizada son Banca móvil, Banca por internet y Apps de transferencia de dinero. Esto significa que existe una aceptación ante estas nuevas herramientas tecnológicas que buscan agilizar los procesos financieros. En ese sentido, los bancos deben retener y fidelizar a sus clientes sin permitir que estos los cambien por la competencia. Esto se logra brindándole la mejor experiencia posible con la marca. El presente informe busca investigar acerca del impacto que tiene tanto la experiencia online del usuario como la satisfacción en la lealtad del usuario en el uso de distintos Fintechs bancarios del Perú. La metodología que será utilizada en esta investigación es cuantitativa, y se buscará relacionar las variables en un contexto de banca peruana. Diversos autores han estudiado y relacionado las variables que presentamos, a través de distintas metodologías y posturas. La mayoría de estos autores consideran que un cliente que tiene una buena experiencia queda satisfecho y es leal. / Nowadays. technology is advancing by leaps and bounds in the financial sector. Banks no longer work under the traditional system, but have had to implement different technological processes in their channels, in order to meet all the needs of their customers and keep them loyal to the brand over time. In Peru, the products that stand out among the banking population are mobile banking, internet banking and money transfer apps. This means that there is an acceptance of these new technological tools that seek to streamline financial processes. In this sense, banks must retain and fidelize their customers without allowing them to change them for the competition. This is achieved by providing the best possible experience with the brand. This report seeks to investigate the impact of both online user experience and satisfaction on user loyalty in the use of different banking Fintechs in Peru. The methodology that will be used in this research is quantitative, and will seek to relate the variables in a Peruvian banking context. Several authors have studied and related the variables we present, through different methodologies and positions. Most of these authors consider that a customer who has a good experience is satisfied and loyal. / Trabajo de investigación