An Empirical Analysis of Consumers’ Continuance Intention Towards Online Shopping

Hidayat-ur-Rehman, Imdadullah; Mokhtar, Shamsul Anuar; Katan, Hamidon

doi:10.5901/mjss.2016.v7n5p95

Cited by 5 publications

(5 citation statements)

References 26 publications

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“…According to the NCA analysis, trust is one of the critical characteristics that leads to continuance intention. This finding is consistent with the findings of prior studies in this area which discovered that trust has a significant influence on continuance intention of online shopping (Amoroso et al, 2017;Hidayat-ur-Rehman et al, 2016;Marinković et al, 2020). This is not surprising as it is expected that consumers are concerned about the security of payment systems, and the integrity and benevolence of online sellers.…”

Section: Discussionsupporting

confidence: 91%

Untitled

2024

JASEM

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The adoption of multi-channel strategies by retailers, encompassing both online and offline modalities, has fundamentally transformed consumer shopping behaviors, resulting in a significant increase in mobile shopping. Nonetheless, the long-term success of mobile shopping apps is heavily dependent on consumers' continuous use. Regrettably, the existing studies on this area remain vague and require further exploration. This study aims to close this gap by examining Malaysian consumers' continuance intention and continuance use of mobile shopping through the lens of ISSM in the context of mobile shopping apps. We utilised a quantitative approach and successfully collected 369 responses from Klang Valley, using purposive sampling techniques. The predictive hypotheses developed were validated using Partial Least Square -Structural Equation Modelling (PLS-SEM) and were further supplemented with Necessary Condition Analysis (NCA) to determine must-have factors based on necessary logic. The PLS-SEM results confirmed the association between continuance intention and continuance use. The findings revealed that service quality and system quality are associated with satisfaction, but not information quality. Additionally, service quality, system quality, and information quality, together with satisfaction, trust and incentive have a positive significant influence on Malaysians' mobile shopping app continuance intention. However, the NCA results indicated that system quality is the sole must-have factor that contributes to satisfaction. Meanwhile, service quality, system quality, information quality, satisfaction, trust, and incentive are the must-have predictors for mobile shopping app continuance intention. The study sheds light on previously unexplored aspects namely, continuance intention and continuance use, within the framework of the ISSM in the context of mobile shopping. By doing so, it offers more refined and actionable insights to improve consumer experience and foster sustained engagement with mobile shopping apps. Simultaneously, it contributes to the advancement of knowledge regarding the foundational constructs and their interconnectedness, thereby enhancing theoretical development in this domain.

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Section: Discussionsupporting

confidence: 91%

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2024

JASEM

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Section: Discussionsupporting

confidence: 91%

Enhancing Customer Retention: When Improving Customer Satisfaction and Delight Matters in the Authorised Automotive After-Sales Service Sector

2024

JASEM

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This study examines the influence of utilitarian and hedonic experiences, customer engagement, and customer value anticipation on customer retention in the authorized automotive after-sales service sector, using customer satisfaction and customer delight as mediators. We collected 316 samples and employed Partial Least Squares-Structural Equation Modeling for data analysis. The findings confirm the direct impacts of utilitarian and hedonic experiences, customer engagement, and customer value anticipation on both customer satisfaction and customer delight. Additionally, customer satisfaction and customer delight directly influence customer retention and mediate the relationship between the hypothesized predictors and customer retention. This research enriches the customer retention literature by integrating Expectancy Disconfirmation Theory with flow theory, customer engagement theory, and customer value theory. It also provides insights into the predictors of customer retention and the mediating roles of customer satisfaction and customer delight in the authorized automotive after-sales service sector. The results suggest that service providers innovate their offerings and focus on enhancing customer satisfaction and delight to meet and exceed customer expectations.

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“…The survey results show that indicators of the availability and timeliness of assistance from service personnel are the dimensions that most influence the intention of BSI mobile banking adoption. These results are in line with findings from Loureiro et al (2018), Abu-Taieh et al (2022), , and Amjad-ur- Rehman et al (2019).…”

Section: Discussionsupporting

confidence: 91%

“…In addition, performance expectancy also plays a significant role in the intention of online shopping app adoption (Tarhini et al, 2019). Moreover, performance expectancy mediates the relationship between service quality (Amjad-ur- Rehman et al, 2019), system quality (Izuagbe, 2021), and information quality (Prasanna & Huggins, 2016) on adoption intention. Thus, it can be stated that: H10: Performance expectancy significantly influenced the adoption intention of BSI mobile banking.…”

Section: Performance Expectancymentioning

confidence: 99%

Determinants of BSI mobile banking adoption intentions: DeLone & McLean and UTAUT Model integration with religiosity

Sholihah,

Antari,

Rochimawati

et al. 2023

Asian. J. Islam. Manag.

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Purpose − This research aims to identify influencing factors on BSI mobile banking adoption intention by integrating the UTAUT and DeLone & McLean models and the role of religiosity variables.Methodology − This research used primary data from 150 Bank Syariah Indonesia customers who used mobile banking. The analysis method applied SEM PLS to assess the relation among exogenous and endogenous variables using SmartPLS software.Findings − The findings show that from the factors identified, Service Quality, Information Quality, Performance Expectancy, Effort Expectancy, Social Influence, and Religiosity are critical variables in BSI mobile banking adoption intention. Because these six factors significantly impact the intention of BSI Mobile Banking adoption.Implications − Our work helps stakeholders strategize and policy to offer more innovative and flexible production technologies. So, the bank must pay more attention to things that support the increasing performance of mobile banking to increase customer intentions in adopting BSI mobile banking.Originality − This research provides a theoretical contribution in integrating the UTAUT and DeLone & McLean models, including the role of religiosity variables in assessing the adoption intention factors of BSI mobile banking in Indonesian society.

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An Empirical Analysis of Consumers’ Continuance Intention Towards Online Shopping

Abstract: Electronic commerce has provided opportunities to businesses to enhance their

Cited by 5 publications

References 26 publications

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Untitled

Enhancing Customer Retention: When Improving Customer Satisfaction and Delight Matters in the Authorised Automotive After-Sales Service Sector

Determinants of BSI mobile banking adoption intentions: DeLone & McLean and UTAUT Model integration with religiosity

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