Exploring the Influence of Mobile Apps on Customer Engagement and Loyalty

A fast growth of smartphone usage and its extensive inclusion into many sectors of life has had a significant influence on the dynamics of consumer engagement and loyalty in the commercial arena. In today's world, mobile apps offer a direct method of contact, allowing businesses to tailor their goods & services to a specific need of their customers. Mobile applications have the ability to improve customer service, make product discovery easier, and speed transactions. The DAISEE dataset, which serves as a comprehensive and irreplaceable collection of authentic data, including user experiences with many mobile apps, serves as the core of our study. The dataset was utilized to build CNN model employed in this research. The model was built using ShuffleNetv2, a well-known architecture noted for its remarkable accuracy and efficiency in image recognition applications. We significantly improved the model by using a complete set of tough evaluation processes, resulting in a considerable improvement in accuracy, achieving a stunning rate of 63.9%. The acquired accuracy rate is outstanding, especially when compared to other models. We were able to analyse the reasons of customer loyalty and the purpose of the connection between the client and the brand using the upgraded ShuffleNetv2 model.