Comprehensive Study on the Effect of Mobile App Accessibility Driving Customer Loyalty through Trust and Satisfaction

Purpose: This study aims to analyse how the accessibility of a mobile application serves as a fundamental factor in fostering lasting customer loyalty.Its primary objective is to delineate the sequential pathway through which accessibility exerts its influence, specifically by first cultivating user trust in the application's reliability and ethical commitment, and then enhancing overall user satisfaction. Research Design:This study employs a secondary data research methodology, drawing upon and synthesizing existing scholarly work.The analysis is conducted through a comprehensive review of diverse sources, including academic literature, published case studies, books, and conference proceedings.Findings: This study's findings reveal that the impact of application usability on customer loyalty is not direct, but is instead fully channelled through a sequential chain of user satisfaction and trust.While improved usability predictably elevates satisfaction levels, the transformation of a satisfied user into a genuinely loyal advocate is decisively catalysed by the establishment of trust. Originality Value:This research introduces an integrated conceptual framework that refines the traditional understanding of trust, positioning it as a distinct and indispensable conduit between usability and loyalty, rather than viewing it solely as a derivative of user satisfaction.The accompanying analysis yields practical guidance for organizations by illustrating that to effectively bridge the identified "loyalty gap," strategic efforts must transcend achieving mere satisfaction.Instead, they must intentionally cultivate trust through deliberate and reliable user experiences.