The Impact of Inertia as Mediator and Antecedent on Consumer Loyalty and Continuance Intention

Abstract

This study builds on existing loyalty literature and theories, and extends to include consumer attitudes impact on continuous intention and loyalty based on relationship marketing and information systems. Three structural equation models built from a survey of 458 mobile Thai consumers revealed that inertia was the strongest factor among all constructs in predicting consumer loyalty and continuance intention, either as mediator or antecedent. Support was found for all of the hypothesized relationships for consumers using mobile wallet apps, except for the path between loyalty and continuance intention. Though the direct effects of consumer attitudes were more or less constant, satisfaction became insignificant when inertia acted as a mediator. As an antecedent to both consumer attitudes and satisfaction, inertia significantly increased the explanatory power of continuance intention and loyalty. This study provides new insights into factors that influence loyalty and continuance intention in the context of mobile wallet applications.

How does Identity Theory contribute to the Continuance Use of E-learning: The mediating role of Inertia and moderating role of computer Self-efficacy

“…In addition to being directly influenced by SI (H4), inertia mediates between this variable and CUEL (H6). The studies results of Polites & Karahanna (2012), Park et al (2017), Amoroso et al (2017) and Wang et al (2019b) support this result. The reason might be found in the evidence that inertia or variety depends on time and the self-individual (Bawa, 1990).…”

“…In our study, the influence of inertia on CUEL (H3) is positive. This result is supported byWang et al (2019b),Amoroso et al (2017),Shi et al (2018), andPolites &Karahanna (2012),…”

“…In Merriam-Webster Dictionary, inertia is defined as "indisposition to motion, exertion, or change." In addition, inertia mediates the relationship between psychological characteristics such as attitude and continuance use (Polites & Karahanna, 2012;Park et al, 2017;Amoroso et al, 2017;Wang et al, 2019b). Inertia originated from Newton's first law of motion in physics (Cui et al, 2021).…”

“…Based on this, it is important to know the factors affecting CUEL. In the literature of e-learning systems the identity theory (Brewer & Gardner, 1996;Pan et al, 2017), inertia (Park et al, 2017;Amoroso et al, 2017;Wang et al 2019b), and computer self-efficacy (Hayashi et al 2004;Huang & Ren, 2020) regarding CUEL has been more or less paid attention to, but not in a coherent and integrated way. Therefore, considering the importance of these three elements, it is vital to focus, recognize and how they work on CUEL.…”

“…Inertia is another variable that affects the acceptance and use of information systems (Park et al, 2017;Amoroso et al, 2017;Wang et al 2019b). However, little is known regarding how inertia mediates the relationships between SSI and CUEL.…”