179 European Journal of Service Management Vol. 28/2 EJSM Vol. 28/2, 4/2018, ISSN: 2450-8535 | www.wnus.edu.pl/ejsm | DOI: 10.18276/ejsm.2018.28/2-22 | 179–185 THE USERS PERCEPTION OF MOBILE APPS OF POLISH BIGGEST SERVICE COMPANIES Leszek Gracz University of Szczecin, Faculty of Management and Economics of Services, POLAND e-mail: leszek.gracz@wzieu.pl Received 10 December 2018 Accepted 28 December 2018 JEL classification M31, M37 Keywords apps, mobile marketing, service companies Abstract The use of smartphones is still increasing in Poland. 64% of Poles used a smartphone device in 2017. Mo- bile marketing is therefore an ever increasingly important component of a firm’s overall promotional strategy. The importance of this medium can be seen through time spent on mobile media, number of searches, and direct and indirect mobile generated sales. The objective of the paper is to investigate the perception of the use of mobile apps by the biggest Polish service companies. By the use of a dedicated research tool, the paper investigates changes that occurred during the two years period. It was revealed that the mean evaluation of mo- bile apps by android users declined in the research period (years 2016-2018). It constitutes a serious thread for researched service companies, as it may indicate a poor level of satisfaction of their customers from their mobile marketing actions. #0# Introduction The use of smartphones is still increasing in Poland. According to the report “Polska jest mobi” [Poland is mobi] 64% of Poles used a smartphone device in 2017. Although, according to this report there is not recorded a dynamic growth of smartphone penetration (as it happened in previous years), there can be observed a noticeably grow of intensity of use of the “mobile” channel. Therefore mobile marketing is an ever increasingly important