Conceptualizing How Usability of Mobile Services Affects Business Performance

Usability of business services can have wide- ranging effects on the business performance of the company using the service. In the fields where mobility is a crucial part of the business, such as in transportation, it is beneficial if the services are also mobile - allowing the employees to process information where appropriate. However, mobility also introduces challenges as the context of use is changing and the information input and output is more troublesome. This paper presents a case study from the field of passenger transport and provides an analysis for understanding the relationship between the usability of mobile business services and business performance. The results indicate that both tangible and intangible effects of usability can be identified at individual, organizational, and customer levels.