Theory of planning behavior (TPB) and customer satisfaction in the continued use of e-service: An integrated model

Liao, Chechen; Chen, Jain-Liang; Yen, David C.

doi:10.1016/j.chb.2006.05.006

Cited by 541 publications

(375 citation statements)

References 40 publications

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“…The introduction of PBC has been considered a key component of TPB such that a high level of PBC should intensify an individual's intention to perform the behavior, while low levels of PBC indicates less motivation to perform the behavior. Our finding is consistent with other gender-based research (e.g., Liao et al, 2007), which has shown that gender differences can cause discrepancies in the effects of ATT and PBC on a user's behavioral intention. The implication is that men and women process information differently in terms of types of information and levels of elaboration and, hence, arrive at different judgments (Wolin and Korgaonkar, 2003).…”

Section: Contributions and Implications For Theorysupporting

confidence: 82%

Mobile banking services adoption in Pakistan: are there gender differences?

Glavee-Geo¹,

Shaikh

Karjaluoto

2017

IJBM

127

119

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Abstract:Purpose -This study provides comprehensive insight into the deciding factors affecting an individual's intention to adopt mobile banking (m-banking) services in Pakistan.Design/methodology/approach -A survey approach was used with a sample of 189 responses from across Pakistan. Multi-group analysis was performed in order to detect gender differences among men and women in the process of adopting m-banking.Findings -The paper found support for the positive effect of perceived behavioral control (PBC) and attitudes (ATT) toward m-banking adoption intentions. Significant differences between men and women were found to affect social norms (SN) on adoption intention, even though the combined sample of men and women was insignificant. The effect of SN on mbanking adoption is stronger for women than for men. Interestingly, our paper provides contradictory findings on the role of PBC on adoption intention. The effect of PBC on mbanking adoption intention was found to be significantly stronger for men than for women.Practical implications -The results present implications of consumer behavior and marketing communication for bank marketing. Although men and women do not differ in their ATT towards m-banking service adoption in general, the succinct nuance between men and women in terms of the influence of SN and PBC with adoption intention calls for a strategic reorientation of how men and women as consumers of m-banking services should be appropriately segmented, targeted and communicated to. The formulation of marketing strategies to target potential consumers and to reinforce the usefulness of m-banking to existing consumers should not be 'one size fits all'. The marketing of m-banking services to segments of men and women should be approached strategically in order to increase adoption rates in developing/emerging economies.Originality/value -This is the first study on m-banking services adoption in Pakistan to examine the role of gender in the innovation adoption process. The differences between the two genders and the insightful results that we found in our study help shed light on the uniqueness of the context. This study is also one of the first to test a combined TAM and TPB model in the context of m-banking adoption in a developing country using a variance-based modeling technique.

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Section: Contributions and Implications For Theorysupporting

confidence: 82%

Mobile banking services adoption in Pakistan: are there gender differences?

Glavee-Geo¹,

Shaikh

Karjaluoto

2017

IJBM

127

119

View full text Add to dashboard Cite

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“…These include (1) user satisfaction (e.g., Hsu, Yen, Chiu, & Chang, 2006;Liao, Chen, & Yen, 2007), (2) learners' and teachers' motivation and attitudes (e.g., Bhattacherjee & Sanford, 2006;McClensky, 2009;Ushida, 2005), (3) perceived usefulness (e.g., Roca, Chiu, & Martinez, 2006;Liao, et al, 2007;Gefen, 2003;Hsu and Lu, 2004;Ong, et al, 2004), (4) perceived ease of use and enjoyment (e.g., Roca, et al, 2006;Venkatesh, 2000), and (5) quality (e.g., Chiu, et al, 2005;Roca et al, 2006).…”

Section: Figure 1: Online E-teaching/e-learning Environmentmentioning

confidence: 99%

“…This further confirms an overall positive attitude and support for further implementation consistent with other research that has found positive attitudes towards e-teaching technology associated with perceived system satisfaction. (e.g., Hsu, Yen, Chiu, & Chang, 2006;Liao, Chen, & Yen, 2007).…”

Section: System Satisfactionmentioning

confidence: 99%

Faculty Attitudes Toward and Motivation for Virtual Learning Environments (VLE) for Language Studies: A Cross-National Study in Saudi Arabian Universities

Harbi¹

2016

JPBS

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“…Bearden & Etzel, 1982) and continuance intention for a number of technologies (e.g. Lee, 2010;Liao et al, 2007;Chen et al, 2012). Thus, drawing on this literature and on the finding from interviews, we argue that young Chinese consumer will be more likely to repurchase a smartphone brand that is recommended or used by their friends and family members.…”

Section: Subjective Normmentioning

confidence: 99%

“…Therefore, this study has adopted a qualitative approach to unveil the variety of factors that are more important to young Chinese consumers' purchase of smartphone brands. (Bhattacherjee, 2001) Online banking Satisfaction Perceived Usefulness Website Playfulness Satisfaction Perceived Usefulness (Chiu, Hsu, Sun, Lin, & Sun, 2005) e-learning Satisfaction (Roca, Chiu, & Martínez, 2006) e-learning Satisfaction (Limayem et al, 2007) World Wide Web Satisfaction Frequency of past behaviour Comprehensiveness of usage Habit (Liao, Chen, & Yen, 2007) e-service Satisfaction Perceived usefulness Subjective norm Perceived behavioural control (Chiu et al, 2007) e-Learning Satisfaction Procedural Fairness (Roca & Gagné, 2008) e-Learning Perceived Usefulness Perceived Ease of Use Perceived Playfulness (Vatanasombut et al, 2008) Online banking Trust Relationship commitment Self-service technology Satisfaction Subjective norm Perceived behavioral control Optimism (Lee, 2010) e-Learning Satisfaction Perceived Usefulness Subjective Norm Perceived Behavior Control Attitude Concentration (Chou et al, 2010) Online Communities Performance Expectancy Perceived Identity Verification Satisfaction (Fang & Chiu, 2010) Online communities of practice (Venkatesh, Chan, & Thong, 2012) e-government technologies Attitude Perceived Usefulness Effort Expectancy Trust (Zhou, Fang, Vogel, Jin, & Zhang, 2012) Social Virtual World Services Satisfaction Affective Commitment Calculated Commitment (negative) Instant Messaging Perceived Usefulness Satisfaction (Chen et al, 2012) Web 2.0 Satisfaction e-Word-of-mouth Subjective Norm Self-Image Critical Mass (Chang & Zhu, 2012) Social networking sites Perceived bridging social capital Satisfaction (Wang, Harris, & Patterson, 2013) Self-service technology Satisfaction Habit Self-efficacy (Chong, 2013) Mobile Commerce Perceived Ease of Use Perceived Usefulness Satisfaction Perceived Enjoyment Trust Perceived Cost (Shiau & Luo, 2013) Blogging Perceived Enjoyment Satisfaction User Involvement (Tang et al, 2014) Blogging Satisfaction Perceived Usefulness Experiential Learning (Basak & Calisir, 2015) Facebook Attitude Satisfaction (Mouakket, 2015) Facebook …”

Section: Continuance/repurchase Intention Theorymentioning

confidence: 99%

The role of aesthetic, cultural, utilitarian and branding factors in young Chinese consumers' repurchase intention of smartphone brands

Filieri

Lin

2017

Computers in Human Behavior

102

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Use policyThe full-text may be used and/or reproduced, and given to third parties in any format or medium, without prior permission or charge, for personal research or study, educational, or not-for-prot purposes provided that:• a full bibliographic reference is made to the original source • a link is made to the metadata record in DRO • the full-text is not changed in any way The full-text must not be sold in any format or medium without the formal permission of the copyright holders.Please consult the full DRO policy for further details. AbstractDespite the exponential growth of smartphone consumption, to date, very few studies have investigated the factors that influence consumers' repurchase intention of smartphone brands.China has become the world's largest consumer markets for smartphones, therefore understanding young Chinese consumers' repurchase intention in the smartphone market is of crucial importance to smartphone companies. A preliminary qualitative study based on 30 face-to-face interviews has led to the development of a new conceptual framework including aesthetic (design appeal), functional (perceived quality), brand value (brand popularity), social (subjective norm) and cultural influences (mianzi). The newly developed framework has been tested through partial least squares structural equation modeling with a sample of 321 young Chinese smartphone users. The results show that young Chinese customer's smartphone repurchase intention is mainly determined by mianzi, perceived quality, brand popularity, and design appeal. Furthermore, findings also highlight that subjective norm, perceived quality and design appeal affect Chinese people's mianzi.

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Theory of planning behavior (TPB) and customer satisfaction in the continued use of e-service: An integrated model

Cited by 541 publications

References 40 publications

Mobile banking services adoption in Pakistan: are there gender differences?

Mobile banking services adoption in Pakistan: are there gender differences?

Faculty Attitudes Toward and Motivation for Virtual Learning Environments (VLE) for Language Studies: A Cross-National Study in Saudi Arabian Universities

The role of aesthetic, cultural, utilitarian and branding factors in young Chinese consumers' repurchase intention of smartphone brands

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