APPQUAL evaluation for Zerodha and Upstox
| Factors and item (Expectation/Perception statements) | Zerodha | Upstox | ||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Expectation mean score | Perception mean score | Gap score |(P-E)| | Weight | App QUAL score | APPQUAL gap contribution | Exp. mean score | Per. mean score | Gap score |(P-E)| | Wt | App QUAL | APPQUAL gap contribution | |
| Safety | 6.02 | 5.16 | 0.86 | 23.2 | 19.9 | 23% | 5.97 | 4.93 | 1.04 | 20.7 | 21.7 | 28% |
| This application must protect/protects information about my financial transactions | 6.05 | 5.43 | 0.62 | 5.97 | 4.83 | 1.14 | ||||||
| The application should/does not share my personal information with other sites | 6.06 | 5.47 | 0.59 | 6.03 | 5.45 | 0.58 | ||||||
| The application should/does be trustworthy | 6.09 | 4.95 | 1.14 | 6 | 4.41 | 1.59 | ||||||
| It must/does feel safe to complete the transaction on the application | 5.94 | 4.97 | 0.97 | 5.87 | 4.99 | 0.88 | ||||||
| I must be/am confident about the security of the Application | 5.96 | 5.00 | 0.96 | 6 | 4.97 | 1.03 | ||||||
| Information accuracy | 5.99 | 4.77 | 1.23 | 24.1 | 29.5 | 35% | 6.01 | 4.71 | 1.29 | 22.3 | 28.8 | 36% |
| The application provides quick and easy access to finding information | 6.08 | 5.52 | 0.56 | 5.98 | 5.37 | 0.61 | ||||||
| The application provides information at an appropriate level of detail | 5.91 | 4.91 | 1 | 5.97 | 5.09 | 0.88 | ||||||
| The application has information that is updated regularly and quickly | 5.91 | 4.05 | 1.86 | 6.01 | 4.01 | 2 | ||||||
| The application provides information that can be relied upon | 6.09 | 4.6 | 1.49 | 6.06 | 4.38 | 1.68 | ||||||
| Performance | 5.99 | 4.99 | 1.00 | 25.4 | 25.3 | 29% | 6.06 | 5.20 | 0.87 | 23.0 | 19.9 | 25% |
| The application must/does load quickly all the information as soon as I log in | 6.06 | 4.99 | 1.07 | 6.1 | 5.68 | 0.42 | ||||||
| The application should/does never crash | 6.06 | 4.64 | 1.42 | 5.96 | 4.48 | 1.48 | ||||||
| The application should/does load various screen fast | 5.93 | 5.86 | 0.07 | 6.09 | 6.01 | 0.08 | ||||||
| The application must be/can process data and transaction quickly | 5.92 | 4.5 | 1.42 | 6.1 | 4.61 | 1.49 | ||||||
| Support | 6.00 | 5.62 | 0.38 | 13.9 | 5.2 | 6% | 6.00 | 5.89 | 0.11 | 23.7 | 2.6 | 3% |
| The application platform must/does have customer service representatives available to help customers | 6.02 | 5.41 | 0.61 | 6.04 | 5.5 | 0.54 | ||||||
| I must/do receive an immediate service if any problem occurs when I am using this application | 5.99 | 5.7 | 0.29 | 5.95 | 5.73 | 0.22 | ||||||
| The service support of the application must/does take care of problems promptly | 5.94 | 5.35 | 0.59 | 5.97 | 5.83 | 0.14 | ||||||
| The application must/does make it easy for customers to contact the company | 6.07 | 6.02 | 0.05 | 6.02 | 5.48 | 0.46 | ||||||
| Usability | 5.00 | 4.46 | 0.54 | 13.4 | 7.2 | 7% | 5.07 | 4.46 | 0.62 | 10.3 | 6.4 | 8% |
| It must be/is easy for me to operate this Application | 4.97 | 4.02 | 0.95 | 4.97 | 3.95 | 1.02 | ||||||
| I should be/can use the application anytime and anywhere | 5.03 | 4.9 | 0.13 | 5.17 | 4.96 | 0.21 | ||||||
| APP QUAL Score | Zerodha | 87.1 | Upstox | 79.4 | ||||||||
| Factors and item (Expectation/Perception statements) | Zerodha | Upstox | ||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Expectation mean score | Perception mean score | Gap score |(P-E)| | Weight | App QUAL score | APPQUAL gap contribution | Exp. mean score | Per. mean score | Gap score |(P-E)| | Wt | App QUAL | APPQUAL gap contribution | |
| This application must protect/protects information about my financial transactions | 6.05 | 5.43 | 0.62 | 5.97 | 4.83 | 1.14 | ||||||
| The application should/does not share my personal information with other sites | 6.06 | 5.47 | 0.59 | 6.03 | 5.45 | 0.58 | ||||||
| The application should/does be trustworthy | 6.09 | 4.95 | 1.14 | 6 | 4.41 | 1.59 | ||||||
| It must/does feel safe to complete the transaction on the application | 5.94 | 4.97 | 0.97 | 5.87 | 4.99 | 0.88 | ||||||
| I must be/am confident about the security of the Application | 5.96 | 5.00 | 0.96 | 6 | 4.97 | 1.03 | ||||||
| The application provides quick and easy access to finding information | 6.08 | 5.52 | 0.56 | 5.98 | 5.37 | 0.61 | ||||||
| The application provides information at an appropriate level of detail | 5.91 | 4.91 | 1 | 5.97 | 5.09 | 0.88 | ||||||
| The application has information that is updated regularly and quickly | 5.91 | 4.05 | 1.86 | 6.01 | 4.01 | 2 | ||||||
| The application provides information that can be relied upon | 6.09 | 4.6 | 1.49 | 6.06 | 4.38 | 1.68 | ||||||
| The application must/does load quickly all the information as soon as I log in | 6.06 | 4.99 | 1.07 | 6.1 | 5.68 | 0.42 | ||||||
| The application should/does never crash | 6.06 | 4.64 | 1.42 | 5.96 | 4.48 | 1.48 | ||||||
| The application should/does load various screen fast | 5.93 | 5.86 | 0.07 | 6.09 | 6.01 | 0.08 | ||||||
| The application must be/can process data and transaction quickly | 5.92 | 4.5 | 1.42 | 6.1 | 4.61 | 1.49 | ||||||
| The application platform must/does have customer service representatives available to help customers | 6.02 | 5.41 | 0.61 | 6.04 | 5.5 | 0.54 | ||||||
| I must/do receive an immediate service if any problem occurs when I am using this application | 5.99 | 5.7 | 0.29 | 5.95 | 5.73 | 0.22 | ||||||
| The service support of the application must/does take care of problems promptly | 5.94 | 5.35 | 0.59 | 5.97 | 5.83 | 0.14 | ||||||
| The application must/does make it easy for customers to contact the company | 6.07 | 6.02 | 0.05 | 6.02 | 5.48 | 0.46 | ||||||
| It must be/is easy for me to operate this Application | 4.97 | 4.02 | 0.95 | 4.97 | 3.95 | 1.02 | ||||||
| I should be/can use the application anytime and anywhere | 5.03 | 4.9 | 0.13 | 5.17 | 4.96 | 0.21 | ||||||
Source(s): Table by authors
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