Pub Date : 2020-03-20DOI: 10.1080/15332861.2020.1742482
Kevin K. W. Ho, E. See-To, Dickson K. W. Chiu
Abstract In this research, the authors utilized a survey to evaluate the notional values of the overall risk, the privacy risk, and the financial risk of using a credit card and an RFID-based E-payment service from risk-neutral and risk-averse users. With the known extra financial risk (in terms of monetary value) to be faced by the users in using two different versions of an RFID-based E-payment service, the authors determined the notional monetary value of the extra privacy risk posed by providing personal and financial information to the E-payment service and the differences in the risk aversion of the two groups of users. The findings may help E-payment service developers design better E-payment services based on a better understanding of the value of personal data in their users’ perspectives and, thus, help determine the appropriate incentives for attracting users to use their services.
{"title":"“Price Tag” of Risk of Using E-Payment Service","authors":"Kevin K. W. Ho, E. See-To, Dickson K. W. Chiu","doi":"10.1080/15332861.2020.1742482","DOIUrl":"https://doi.org/10.1080/15332861.2020.1742482","url":null,"abstract":"Abstract In this research, the authors utilized a survey to evaluate the notional values of the overall risk, the privacy risk, and the financial risk of using a credit card and an RFID-based E-payment service from risk-neutral and risk-averse users. With the known extra financial risk (in terms of monetary value) to be faced by the users in using two different versions of an RFID-based E-payment service, the authors determined the notional monetary value of the extra privacy risk posed by providing personal and financial information to the E-payment service and the differences in the risk aversion of the two groups of users. The findings may help E-payment service developers design better E-payment services based on a better understanding of the value of personal data in their users’ perspectives and, thus, help determine the appropriate incentives for attracting users to use their services.","PeriodicalId":46488,"journal":{"name":"Journal of Internet Commerce","volume":"19 1","pages":"324 - 345"},"PeriodicalIF":4.3,"publicationDate":"2020-03-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15332861.2020.1742482","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45561220","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2020-03-18DOI: 10.1080/15332861.2020.1740962
Barney G. Pacheco, Rhonda Jaipaul-O’Garro
Abstract With rising ownership of internet-enabled devices, consumers are increasingly relying on information derived from social media to guide their purchase decisions. Businesses, in response, are more aggressively utilizing social networking sites (SNS) such as Facebook to promote their products and interact with customers. However, uncertainties still exist about the optimal way to design and leverage social commerce sites. This study develops and tests a theoretical model to understand how various antecedents of human-to-human interactivity on social networking sites (content source, content type, and posting frequency), influence perceived social presence and subsequently affects consumer attitudes to the site. This study also examines perceived usefulness of the SNS and perceived product risk as critical mediators of social presence’s effect on attitudes to the social networking site. The proposed conceptual model offers both theoretical insight and practical guidance to marketers by establishing the role of social interaction in effective digital marketing communications.
{"title":"Reconceptualizing Determinants of Consumer Attitudes Toward Social Commerce Sites","authors":"Barney G. Pacheco, Rhonda Jaipaul-O’Garro","doi":"10.1080/15332861.2020.1740962","DOIUrl":"https://doi.org/10.1080/15332861.2020.1740962","url":null,"abstract":"Abstract With rising ownership of internet-enabled devices, consumers are increasingly relying on information derived from social media to guide their purchase decisions. Businesses, in response, are more aggressively utilizing social networking sites (SNS) such as Facebook to promote their products and interact with customers. However, uncertainties still exist about the optimal way to design and leverage social commerce sites. This study develops and tests a theoretical model to understand how various antecedents of human-to-human interactivity on social networking sites (content source, content type, and posting frequency), influence perceived social presence and subsequently affects consumer attitudes to the site. This study also examines perceived usefulness of the SNS and perceived product risk as critical mediators of social presence’s effect on attitudes to the social networking site. The proposed conceptual model offers both theoretical insight and practical guidance to marketers by establishing the role of social interaction in effective digital marketing communications.","PeriodicalId":46488,"journal":{"name":"Journal of Internet Commerce","volume":"19 1","pages":"192 - 211"},"PeriodicalIF":4.3,"publicationDate":"2020-03-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15332861.2020.1740962","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48689215","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2020-01-02DOI: 10.1080/15332861.2019.1695179
Eiman Al-Khalaf, Pilsung Choe
Abstract Mobile commerce, which is a relatively new channel for business, is revolutionizing the global marketplace. In Qatar, the average annual consumer expenditure is impressive. Surprisingly, only a small portion of the Qatari population has demonstrated an interest in online shopping via mobile devices due to a lack of trust. In a multicultural nation such as Qatar, it is vital to explore the factors that can promote consumer trust in mobile commerce. The objective of this study is to present and validate a conceptual framework for trust based on the technology acceptance model. A survey was conducted to gather data, and the proposed trust model was empirically validated using the partial least squares approach. Our findings reveal that perceived security has the most significant positive direct relationship with trust formation, followed by social media influencers, whereas localization, luxury brands, perceived usability, and privacy indirectly influence trust through perceived security.
{"title":"Increasing Customer Trust Towards Mobile Commerce in a Multicultural Society: A Case of Qatar","authors":"Eiman Al-Khalaf, Pilsung Choe","doi":"10.1080/15332861.2019.1695179","DOIUrl":"https://doi.org/10.1080/15332861.2019.1695179","url":null,"abstract":"Abstract Mobile commerce, which is a relatively new channel for business, is revolutionizing the global marketplace. In Qatar, the average annual consumer expenditure is impressive. Surprisingly, only a small portion of the Qatari population has demonstrated an interest in online shopping via mobile devices due to a lack of trust. In a multicultural nation such as Qatar, it is vital to explore the factors that can promote consumer trust in mobile commerce. The objective of this study is to present and validate a conceptual framework for trust based on the technology acceptance model. A survey was conducted to gather data, and the proposed trust model was empirically validated using the partial least squares approach. Our findings reveal that perceived security has the most significant positive direct relationship with trust formation, followed by social media influencers, whereas localization, luxury brands, perceived usability, and privacy indirectly influence trust through perceived security.","PeriodicalId":46488,"journal":{"name":"Journal of Internet Commerce","volume":"19 1","pages":"32 - 61"},"PeriodicalIF":4.3,"publicationDate":"2020-01-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15332861.2019.1695179","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47630106","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2020-01-02DOI: 10.1080/15332861.2019.1700741
Jay Trivedi, R. Sama
Abstract This paper focuses on consumer electronics products and observes the comparative effect of celebrity vis-à-vis expert influencers on consumers' online purchase intentions. The mediating role played by brand admiration and brand attitude between influencer marketing and online purchase intentions are tested. The moderating role played by message involvement between influencer marketing and brand attitude is also observed. The survey method was employed to conduct this research, and data were collected from 438 respondents. The proposed hypotheses were tested using structural equation modeling, hierarchical regression analysis, and Hayes process method. The results submit that there is a definite advantage in choosing an expert influencer over an attractive celebrity influencer while planning the marketing communications of consumer electronics products. The mediating role of brand attitude and brand admiration is empirically evident. The moderating effect of involvement is also established.
{"title":"The Effect of Influencer Marketing on Consumers’ Brand Admiration and Online Purchase Intentions: An Emerging Market Perspective","authors":"Jay Trivedi, R. Sama","doi":"10.1080/15332861.2019.1700741","DOIUrl":"https://doi.org/10.1080/15332861.2019.1700741","url":null,"abstract":"Abstract This paper focuses on consumer electronics products and observes the comparative effect of celebrity vis-à-vis expert influencers on consumers' online purchase intentions. The mediating role played by brand admiration and brand attitude between influencer marketing and online purchase intentions are tested. The moderating role played by message involvement between influencer marketing and brand attitude is also observed. The survey method was employed to conduct this research, and data were collected from 438 respondents. The proposed hypotheses were tested using structural equation modeling, hierarchical regression analysis, and Hayes process method. The results submit that there is a definite advantage in choosing an expert influencer over an attractive celebrity influencer while planning the marketing communications of consumer electronics products. The mediating role of brand attitude and brand admiration is empirically evident. The moderating effect of involvement is also established.","PeriodicalId":46488,"journal":{"name":"Journal of Internet Commerce","volume":"19 1","pages":"103 - 124"},"PeriodicalIF":4.3,"publicationDate":"2020-01-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15332861.2019.1700741","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48649624","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2020-01-02DOI: 10.1080/15332861.2019.1672135
Chuleeporn Changchit, Tim Klaus
Abstract As an increasing number of consumers prefer online shopping, online customer reviews play an important role in a customer’s pre-purchase decisions. Both reviews and product information are seen as a guide that impacts a customer’s decision process. Given the growing importance of E-commerce, this study examines the impact that online reviews and product details have on customers’ product satisfaction. In this study, we specifically explore the role that a customer’s product certainty and review helpfulness have on product satisfaction. The study furthers the body of knowledge regarding online reviews and factors that influence customers’ product satisfaction. The study results provide insight into the factors that should help E-commerce companies adapt their business model to better fit consumers’ expectations.
{"title":"Determinants and Impact of Online Reviews on Product Satisfaction","authors":"Chuleeporn Changchit, Tim Klaus","doi":"10.1080/15332861.2019.1672135","DOIUrl":"https://doi.org/10.1080/15332861.2019.1672135","url":null,"abstract":"Abstract As an increasing number of consumers prefer online shopping, online customer reviews play an important role in a customer’s pre-purchase decisions. Both reviews and product information are seen as a guide that impacts a customer’s decision process. Given the growing importance of E-commerce, this study examines the impact that online reviews and product details have on customers’ product satisfaction. In this study, we specifically explore the role that a customer’s product certainty and review helpfulness have on product satisfaction. The study furthers the body of knowledge regarding online reviews and factors that influence customers’ product satisfaction. The study results provide insight into the factors that should help E-commerce companies adapt their business model to better fit consumers’ expectations.","PeriodicalId":46488,"journal":{"name":"Journal of Internet Commerce","volume":"19 1","pages":"102 - 82"},"PeriodicalIF":4.3,"publicationDate":"2020-01-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15332861.2019.1672135","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42764257","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2020-01-02DOI: 10.1080/15332861.2019.1695180
Shavneet Sharma, Gurmeet Singh, A. Aiyub
Abstract The purpose of this research is to investigate use of Social Networking Sites by SMEs to engage with their customers. A conceptual framework is developed that tests the relationship between customer satisfaction, customer engagement and customer loyalty. This research adopts a quantitative approach where data is collected from 336 respondents. Analysis is performed using structural equation modeling. The empirical results show that customer satisfaction has a positive influence on customer loyalty. When customer engagement was modeled directly to customer loyalty, a positive relationship was found. The multi-dimensional nature of customer engagement is also confirmed by this study. This study highlights the value of social networks for SMEs and contributes to literature by testing the research model to better understand the research topic.
{"title":"Use of Social Networking Sites by SMEs to Engage With Their Customers: A Developing Country Perspective","authors":"Shavneet Sharma, Gurmeet Singh, A. Aiyub","doi":"10.1080/15332861.2019.1695180","DOIUrl":"https://doi.org/10.1080/15332861.2019.1695180","url":null,"abstract":"Abstract The purpose of this research is to investigate use of Social Networking Sites by SMEs to engage with their customers. A conceptual framework is developed that tests the relationship between customer satisfaction, customer engagement and customer loyalty. This research adopts a quantitative approach where data is collected from 336 respondents. Analysis is performed using structural equation modeling. The empirical results show that customer satisfaction has a positive influence on customer loyalty. When customer engagement was modeled directly to customer loyalty, a positive relationship was found. The multi-dimensional nature of customer engagement is also confirmed by this study. This study highlights the value of social networks for SMEs and contributes to literature by testing the research model to better understand the research topic.","PeriodicalId":46488,"journal":{"name":"Journal of Internet Commerce","volume":"19 1","pages":"62 - 81"},"PeriodicalIF":4.3,"publicationDate":"2020-01-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15332861.2019.1695180","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46015266","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2020-01-02DOI: 10.1080/15332861.2019.1686333
A. Kaushik, G. Mohan, Vikas Kumar
Abstract Mobile applications, commonly called ‘apps’, have become all-pervading nowadays, reducing considerably manual Labor and the time required to complete a transaction. However, despite this convenience, their acceptance and adoption across the social spectrum is low. The authors proposed and tested a model consisting of various antecedents of trust related to (i) the consumer (his/her previous experience and propensity to adopt); (ii) apps (their perceived usefulness, ease of use, and quality); (iii) finally, the organization itself (its reputation and offline presence). Data from 567 respondents using such apps were gathered and examined through structural equation modeling (SEM) techniques. The results confirmed that all the above antecedents (except the consumers’ propensity to adopt) significantly affect their trust toward retail apps. There is also a direct and significant influence of perceived trust and risk predicting the consumer’s attitude, and intention toward mobile retail apps. Based on the understanding and insights culled from this study, retail organizations (having their respective apps), their associate service providers, and policy makers at large, would be able to form relevant strategies and policies, which in turn would enhance the adoption of mobile apps in India.
{"title":"Examining the Antecedents and Consequences of Customers’ Trust Toward Mobile Retail Apps in India","authors":"A. Kaushik, G. Mohan, Vikas Kumar","doi":"10.1080/15332861.2019.1686333","DOIUrl":"https://doi.org/10.1080/15332861.2019.1686333","url":null,"abstract":"Abstract Mobile applications, commonly called ‘apps’, have become all-pervading nowadays, reducing considerably manual Labor and the time required to complete a transaction. However, despite this convenience, their acceptance and adoption across the social spectrum is low. The authors proposed and tested a model consisting of various antecedents of trust related to (i) the consumer (his/her previous experience and propensity to adopt); (ii) apps (their perceived usefulness, ease of use, and quality); (iii) finally, the organization itself (its reputation and offline presence). Data from 567 respondents using such apps were gathered and examined through structural equation modeling (SEM) techniques. The results confirmed that all the above antecedents (except the consumers’ propensity to adopt) significantly affect their trust toward retail apps. There is also a direct and significant influence of perceived trust and risk predicting the consumer’s attitude, and intention toward mobile retail apps. Based on the understanding and insights culled from this study, retail organizations (having their respective apps), their associate service providers, and policy makers at large, would be able to form relevant strategies and policies, which in turn would enhance the adoption of mobile apps in India.","PeriodicalId":46488,"journal":{"name":"Journal of Internet Commerce","volume":"19 1","pages":"1 - 31"},"PeriodicalIF":4.3,"publicationDate":"2020-01-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15332861.2019.1686333","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42379265","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2019-11-01DOI: 10.1080/15332861.2021.1975426
Henry Laverde-Rojas, C. A. Martínez, O. Camargo, Gustavo Rojas-Matute, Marithza Sandoval-Escobar, J.C. Correa
Abstract Customer’s trust in vendors’ reputation is a key factor that facilitates economic transactions in e-commerce platforms. Although the trust-sales relationship is assumed robust and consistent, its empirical evidence remains neglected for Latin American countries. This work aims to provide a data-driven comprehensive framework for extracting valuable knowledge from public data available in the leading Latin American e-commerce platform with commercial operations in 18 countries. Only Argentina, Brasil, Chile, Colombia, Ecuador, Mexico, Uruguay, and Venezuela showed the highest trust indexes among all nations analyzed. The trust-sales relationship was statistically inconsistent across nations but worked as the most important predictor of sales, followed by purchase intention and price.
{"title":"The Consistency of Trust-Sales Relationship in Latin American E-Commerce","authors":"Henry Laverde-Rojas, C. A. Martínez, O. Camargo, Gustavo Rojas-Matute, Marithza Sandoval-Escobar, J.C. Correa","doi":"10.1080/15332861.2021.1975426","DOIUrl":"https://doi.org/10.1080/15332861.2021.1975426","url":null,"abstract":"Abstract Customer’s trust in vendors’ reputation is a key factor that facilitates economic transactions in e-commerce platforms. Although the trust-sales relationship is assumed robust and consistent, its empirical evidence remains neglected for Latin American countries. This work aims to provide a data-driven comprehensive framework for extracting valuable knowledge from public data available in the leading Latin American e-commerce platform with commercial operations in 18 countries. Only Argentina, Brasil, Chile, Colombia, Ecuador, Mexico, Uruguay, and Venezuela showed the highest trust indexes among all nations analyzed. The trust-sales relationship was statistically inconsistent across nations but worked as the most important predictor of sales, followed by purchase intention and price.","PeriodicalId":46488,"journal":{"name":"Journal of Internet Commerce","volume":"21 1","pages":"476 - 496"},"PeriodicalIF":4.3,"publicationDate":"2019-11-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"41926744","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2019-09-30DOI: 10.1080/15332861.2019.1668659
G. Aydin
Abstract Social commerce has become a hot topic since the beginning of Web 2.0 era; however, relevant research is scarce in emerging economies. This study aims to fill this research gap and answer the main research question of “what type of relevant personality traits and shopping motivations affect social commerce adoption intentions”. The research model was developed upon personality traits (openness to experience, need for uniqueness and buying impulsiveness) that are deemed to be relevant to online shopping and social media use. An online questionnaire was conducted on social media users. A total of 269 valid questionnaires were analyzed via structural equation modeling to test for the proposed relationships, majority of which emerged as non-linear. The findings highlight the significance of socialization motives in addition to utilitarian and hedonic shopping motives on social commerce adoption intentions. Openness to experience emerged as a significant trait that has an indirect effect on social commerce adoption intentions. Age and education materialized as significant demographics influencing shopping motivations in a social commerce setting.
{"title":"Do Personality Traits and Shopping Motivations Affect Social Commerce Adoption Intentions? Evidence from an Emerging Market","authors":"G. Aydin","doi":"10.1080/15332861.2019.1668659","DOIUrl":"https://doi.org/10.1080/15332861.2019.1668659","url":null,"abstract":"Abstract Social commerce has become a hot topic since the beginning of Web 2.0 era; however, relevant research is scarce in emerging economies. This study aims to fill this research gap and answer the main research question of “what type of relevant personality traits and shopping motivations affect social commerce adoption intentions”. The research model was developed upon personality traits (openness to experience, need for uniqueness and buying impulsiveness) that are deemed to be relevant to online shopping and social media use. An online questionnaire was conducted on social media users. A total of 269 valid questionnaires were analyzed via structural equation modeling to test for the proposed relationships, majority of which emerged as non-linear. The findings highlight the significance of socialization motives in addition to utilitarian and hedonic shopping motives on social commerce adoption intentions. Openness to experience emerged as a significant trait that has an indirect effect on social commerce adoption intentions. Age and education materialized as significant demographics influencing shopping motivations in a social commerce setting.","PeriodicalId":46488,"journal":{"name":"Journal of Internet Commerce","volume":"18 1","pages":"428 - 467"},"PeriodicalIF":4.3,"publicationDate":"2019-09-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15332861.2019.1668659","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42814550","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2019-09-27DOI: 10.1080/15332861.2019.1668658
Bahar Kaya, Elaheh Behravesh, A. Abubakar, Omer Sami Kaya, Carlos Orús
Abstract Intense competition drives e-tailers to search for radically new ways to maintain and increase their market share. Drawing on Bagozzi’s (1992) appraisal → affective response → behavior framework, this study highlights the need, and develops a framework for customer e-loyalty and website familiarity for e-tailer. The purpose of this study is to investigate the moderating role of website familiarity in the relationships between e-service quality, e-satisfaction and e-loyalty in the context of an emerging economy, Turkey. The survey data were obtained using a judgmental sampling technique and analyzed through structural equation modeling. The findings show that website familiarity has a significant positive moderating effect on the relationship between e-satisfaction and e-loyalty, while e-service quality positively affects e-loyalty directly and indirectly through e-satisfaction. Implications for research and practice are discussed.
{"title":"The Moderating Role of Website Familiarity in the Relationships Between e-Service Quality, e-Satisfaction and e-Loyalty","authors":"Bahar Kaya, Elaheh Behravesh, A. Abubakar, Omer Sami Kaya, Carlos Orús","doi":"10.1080/15332861.2019.1668658","DOIUrl":"https://doi.org/10.1080/15332861.2019.1668658","url":null,"abstract":"Abstract Intense competition drives e-tailers to search for radically new ways to maintain and increase their market share. Drawing on Bagozzi’s (1992) appraisal → affective response → behavior framework, this study highlights the need, and develops a framework for customer e-loyalty and website familiarity for e-tailer. The purpose of this study is to investigate the moderating role of website familiarity in the relationships between e-service quality, e-satisfaction and e-loyalty in the context of an emerging economy, Turkey. The survey data were obtained using a judgmental sampling technique and analyzed through structural equation modeling. The findings show that website familiarity has a significant positive moderating effect on the relationship between e-satisfaction and e-loyalty, while e-service quality positively affects e-loyalty directly and indirectly through e-satisfaction. Implications for research and practice are discussed.","PeriodicalId":46488,"journal":{"name":"Journal of Internet Commerce","volume":"18 1","pages":"369 - 394"},"PeriodicalIF":4.3,"publicationDate":"2019-09-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15332861.2019.1668658","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46056255","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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