What drives customers towards mobile shopping? An integrative technology continuance theory perspective

PurposeExisting studies examine the effect of mobile service quality (M-S-QUAL) on shoppers' intent to continue mobile shopping using various theoretical lenses to understand its underlying factors. However, there is limited research focusing on combining theories to integrate the understanding of the factors that contribute to continuance intention of customers towards mobile shopping. This study integrated M-S-QUAL, the technology adoption model (TAM) and technology continuance theory (TCT) to test our proposed conceptual model of mobile shopping useDesign/methodology/approachEmpirical data from a survey of 193 respondents who frequently make purchases using mobile and its applications were analysed using partial least squares based on structural equation modelling (PLS-SEM).FindingsThis study found that M-S-QUAL and perceived usefulness (PU) positively influence shopping satisfaction and CI. PU and innovativeness, positively affect shopping satisfaction and CI. The study also found support for the mediating effect of satisfaction between M-S-QUAL and PU with CI.Research limitations/implicationsThis study contributes to TCT by incorporating pre-purchase and post-purchase dimensions for mobile shopping through applications. Pre-purchase variables include technology-related and innovativeness-related features. In contrast, post-purchase variables include the service quality of forward and reverse logistics.Practical implicationsThe service providers should focus on technology and innovativeness to increase the continuing intent of shoppers through mobile applications.Originality/valueThis study validates fulfilment, responsiveness and contact as key determinants of service quality in mobile shopping. It also identifies the practical implications to the managers for improving service quality, innovativeness and the PU of mobile shopping to retain customers.

Relationships Among Dimensions of Online Second-Hand Shopping, Satisfaction, and Repurchase Intention

The purpose of this study is to examine the relationships among dimensions of online second-hand shopping, customer satisfaction, and repurchase intention. Responses obtained from 608 Indian online second-hand shoppers show that the dimensions of online second-hand shopping such as price, website quality, nostalgia, and brand image influence customer satisfaction. In addition, customer satisfaction positively affects repurchase intention. Findings of the present study provide intuitive guidelines for online second-hand marketers in approaching emerging markets through effective online shopping strategies.

How to build consumer trust towards e-satisfaction in e-commerce sites in the covid-19 pandemic time?

The Covid-19 pandemic has limited freedom of movement. E-commerce sites are growing rapidly and are becoming the main choice today when the virus becomes more prevalent. Trust is the key in creating online shopping satisfaction on e-commerce sites. This research was conducted to determine the effect of E-Service Quality and E-Security on Trust towards E-Satisfaction in the largest e-commerce site in Indonesia called Tokopedia. The research method used is quantitative. The population in this research is Tokopedia customers who are members of the Facebook group with a sample size of 400 people. The results of the study show that there was a relationship between the E-Service Quality and Trust, there was no relationship between the E-Service Quality and E-Satisfaction, there was a relationship between the E-Security variable and Trust, there was a relationship between the E-Security variable and E-Satisfaction. There was also a joint influence of E-Service Quality and E-Security variables on Trust, there was a relationship between the Trust variable and E-Satisfaction. This research is a development from the previous research where there was an effect of E-Service Quality and E-Security on E-Satisfaction. By adding the Trust variable as a moderate variable and E-Satisfaction as the dependent variable, the researchers found that the impact of Trust on E-Satisfaction was greater than the direct effect between E-Service Quality and E-Security on E-Satisfaction. Based on these results, it can be seen that the level of trust can increase E-Satisfaction.

PENGARUH CITRA TOKO TERHADAP KEPUASAN PELANGGAN BERBELANJA PADA DISTRO BATTLEBOOM STORE DI KOTA PALU

The purpose of this study is to find out the influence of store image, consisting of store location, product, price, service, promotion, and physical facilities, on customers’ shopping satisfaction at The Battleboom Store in Palu City. Type of research is quantitative. Sample consists of 100 respondents who shopped at The Battleboom Store in Palu City, who selected with a non-probability sampling technique, named purposive sampling. Method of analysis is multiple linear regressions. The result shows that store image simultaneously affects customer satisfaction. However, there are two dimensions of store image that are store location and physical facilities that have non-significant influence on customers’ shopping satisfaction at The Battleboom Store in Palu City. Tujuan penelitian ini adalah untuk mengetahui pengaruh dari variabel citra toko yang terdiri dari lokasi toko, produk, harga, pelayanan, promosi, dan fasilitas fisik terhadap kepuasan pelanggan berbelanja pada Battleboom Store di Kota Palu. Jenis Penelitian yang digunakan bersifat kuantitatif. Sampel yang digunakan dalam penelitiaan ini sebanyak 100 responden yang merupakan konsumen yang pernah berbelanja pada Battleboom Store di Kota Palu. Teknik pengambilan sampel untuk menentukan sampel yang akan digunakan dalam penelitian ini menggunakan Teknik non probability sampling, yaitu purposive sampling. Metode yang digunakan untuk menguji hipotesis adalah regresi linear berganda. Hasil penelitian menunjukkan variabel citra toko berpengaruh secara serempak terhadap kepuasan pelanggan. Namun, terdapat dua dimensi dari variabel citra toko yaitu lokasi toko dan fasilitas fisik yang berpengaruh tidak signifikan terhadap kepuasan pelanggan berbelanja pada Battleboom Store di Kota Palu.

A Preregistered Study of the Effect of Shopping Satisfaction during Leisure Travel on Satisfaction with Life Overall: The Mitigating Role of Financial Concerns

Despite growing interest in leisure well-being and life satisfaction, there is still limited research concerning the role of perceived financial status on leisure travel experiences. The main objective of this preregistered research is to test the prediction that satisfaction with shopping experience during leisure travel contributes to the satisfaction hierarchy moderated by financial concerns. Through two surveys of online panel members in the United Kingdom, we found that satisfaction with shopping has a positive influence on satisfaction with leisure travel, which in turn has a positive influence on satisfaction with leisure life and life overall. We also corroborated that the shopping satisfaction–leisure travel satisfaction relationship is negatively moderated by overspending on shopping during travel, while the leisure travel satisfaction–leisure life satisfaction relationship is negatively moderated by current money management stress. Finally, expected future financial security has a direct positive influence on life satisfaction overall. Theoretical and managerial implications are discussed.