Factors Influencing the Customer Satisfaction and WOM (Word of Mouth) of Smart Watches: A Perspective of Technology Acceptance Model

The researchers have adopted Technology Acceptance Model (TAM3) to gauze the customer satisfaction level and WOM for smartwatches. The paper intends to examine the factors which influence the adoption intention, customer satisfaction and WOM of smartwatches. TAM3 model was used to validate the primary data comprising of 383 respondents which was further examined by SEM. The findings of the result revealed that motivation and innovation influence the perceived ease of use (PEU). Compatibility and social influence significantly impacted PUF (perceived usefulness). Both PEU and PUF significantly impacted the adoption intention of smartwatches. The adoption intention was positively connected with customer satisfaction which in turn led to word of mouth (WOM) . The study will help the smartwatch manufacturers gain deep insight understanding the factors influencing customer satisfaction and generation of word-of-mouth publicity