Understanding customers' loyalty intentions towards online shopping: an integration of technology acceptance model and fairness theory

As with any other information system (IS), the success of online shopping depends largely on customer satisfaction and other factors that will eventually increase customers' loyalty intentions. This article integrates two major variables of technology acceptance model (TAM), trust, and fairness to construct a model for investigating the motivations behind customers' loyalty intentions towards online shopping. The hypothesised model is validated empirically using data collected from 311 customers of an online shopping store. The results indicated that distributive, procedural and interactional fairness were strong predictors of trust, which in turn influenced satisfaction. Distributive fairness and interactional fairness exhibited significant positive effects on satisfaction. Perceived usefulness and satisfaction influenced loyalty intention towards online shopping. Perceived ease of use acts indirectly on loyalty intention through the mediating effect of perceived usefulness. Implications for theory and practice and future research directions are discussed.     

Re-examining the influence of trust on online repeat purchase intention: The moderating role of habit and its antecedents

Customer loyalty or repeat purchasing is critical for the survival and success of any store. By focusing on online stores, this study investigates the moderating role of habit on the relationship between trust and repeat purchase intention. Prior research on online behavior continuance models perceives usefulness, trust, satisfaction, and perceived value as the major determinants of continued usage or loyalty, overlooking the important role of habit. We define habit in the context of online shopping as the extent to which buyers tend to shop online automatically without thinking. Building on recent research on the continued usage of IS and repeat purchasing, we develop a model suggesting that habit acts as a moderator between trust and repeat purchase intention, while familiarity, value and satisfaction are the three antecedents of habit. Data collected from 454 customers of the Yahoo!Kimo shopping mall provide strong support for the research model. The results indicate that a higher level of habit reduces the effect of trust on repeat purchase intention. The data also show that value, satisfaction, and familiarity are important to habit formation and thus relevant within the context of online repeat purchasing. The implications for theory and practice and suggestions for future research are also discussed.     

Predicting consumer intentions to use on-line shopping: the case for an augmented technology acceptance model

Derived from the theory of reasoned action, the technology acceptance model (TAM) focuses on two specific salient beliefs—ease of use and usefulness. It has been applied in the study of user adoption of different technologies, and has emerged as a reliable and robust model. However, this has not discouraged researchers from incorporating additional constructs to the original model in their quest for increased predictive power. Here, an attempt is made in the context of explaining consumer intention to use on-line shopping. Besides ease of use and usefulness, compatibility, privacy, security, normative beliefs, and self- efficacy are included in an augmented TAM. A test of this model, with data collected from 281 consumers, show support for seven of nine research hypotheses. Specifically, compatibility, usefulness, ease of use, and security were found to be significant predictors of attitude towards on-line shopping, but privacy was not. Further, intention to use on-line shopping was strongly influenced by attitude toward on-line shopping, normative beliefs, and self-efficacy.     

Perceived derived attributes of online customer reviews

The influence of online customer reviews (OCRs) on customers' purchase intention has recently gained considerable attention, in both academic and business communities. Technology allows customers to freely and easily post their comments and opinions online about any product or service; this type of customer review can have a significant effect on customers' purchase decisions. Previous studies, however, have mainly focused on the influence of the virtual attributes of OCRs such as volume and valence on consumers' intentions, while limited attention has been paid to understanding the effects of the derived attributes. This study, thus, aims to understand the impact of the perceived derived attributes of OCRs on customer trust and intention. This study develops a – Perceived Derived Attributes (PDA) - model, based on the inclusion of perceived control from the Theory of Planned Behaviour (TPB) with the Technology Acceptance Model (TAM), in order to investigate the effects of OCRs on customers’ purchasing intention. A total of 489 responses to a survey were collected from users of amazon.com. The findings from this study suggest that customer trust in an e-vendor and their intention to shop online are significantly affected by perceived usefulness, perceived ease of use and perceived enjoyment of OCRs. Furthermore, the sense of control derived from OCRs significantly affects customer intention and significantly affects customer trust in e-vendors, particularly for customers who frequently check OCRs before making a purchase. Clearly, those attributes of OCRs are linked to the development of the shopping environment, which consequently can affect sales.     

潜在网络购物者与有经验者购买意愿比较研究*

感知风险和信任缺失被认为是阻碍网络购物发展的主要因素。以技术接受模型为理论基础,将感知风险和信任引入模型,把消费者分为潜在网络购物者和有经验网络购物者两大类,采用结构方程模型方法对影响我国消费者网络购物意愿的因素进行实证对比研究。实证结果表明：消费者感知网络购物有用性对其购买意愿的影响路径系数高于信任和风险因子对购买意愿的路径系数;感知风险对网络购买意愿有直接的负向影响;对于潜在消费者群体,信任显著影响其网络购物意愿,但对有购物经验的消费者群体信任却对网络购买意愿没有显著影响。     

Understanding online purchase intentions: contributions from technology and trust perspectives

This paper explores factors that influence consumer's intentions to purchase online at an electronic commerce website. Specifically, we investigate online purchase intention using two different perspectives: a technology-oriented perspective and a trust-oriented perspective. We summarise and review the antecedents of online purchase intention that have been developed within these two perspectives. An empirical study in which the contributions of both perspectives are investigated is reported. We study the perceptions of 228 potential online shoppers regarding trust and technology and their attitudes and intentions to shop online at particular websites. In terms of relative contributions, we found that the trust-antecedent ‘perceived risk’ and the technology-antecedent ‘perceived ease-of-use’ directly influenced the attitude towards purchasing online.     

User acceptance of wireless technology in organizations: A comparison of alternative models

This paper compared two versions of technology acceptance model (TAM) in understanding the determinants of user intention to use wireless technology in the workplace. The first model is derived from original TAM that includes perceived usefulness, perceived ease of use, attitude and behavioral intention, while the alternative model is a parsimonious version in which the attitude was taken out. The results indicated that TAM, either original or parsimonious, is successful in explaining user intention to use wireless technology in organizations. In addition, the parsimonious model showed a better model fit than that of the original model.     

The impact of the online and offline features on the user acceptance of Internet shopping malls

Internet shopping mall has the dual nature of Web-based application system and traditional shopping mall. This paper explores online and offline features of Internet shopping malls and their relationships with the acceptance behaviors of customers. The results from a Web survey of 932 users show that the technology acceptance model (TAM) is valid in predicting the acceptance of the Internet shopping malls and that online and offline features have positive effects on the user acceptance. Both online and offline features have greater effects on the usefulness, attitude, and intention to use than either online or offline features separately. This study provides a domain-specific, integrative approach in evaluating the quality and antecedents of user acceptance for Internet shopping malls.     

Explaining physicians’ acceptance of EHCR systems: An extension of TAM with trust and risk factors

This paper explains physicians’ acceptance, in terms of usage intentions, of a central component of health information technology: electronic health care records (EHCR systems). For this purpose, the original version of the Technology Acceptance Model (TAM), which included perceived usefulness, perceived ease of use, attitude towards usage, and usage intentions, is extended with trust and risk-related factors such as physicians’ perceptions of institutional trust, perceived risk, and information integrity. The results stress the special importance of attitudinal factors (attitude towards usage and perceived institutional trust) and cognitive instrumental processes (mainly, usefulness perceptions) in determining physicians’ intention to use EHCR systems. Perceptions of institutional trust exerted strong direct effects on physicians’ perceived usefulness, perceived ease of use, and attitude towards the use of EHCR systems. In addition, trust fully mediated the influences of perceived risk and information integrity perceptions on physicians’ acceptance of EHCR systems.     

Extending the TAM for a t-commerce

Broadband communication at home allows television to become an e-commerce medium that merges video, voice, and transactional data. t-commerce is electronically mediated commerce using interactive television. Theoretical and empirical analysis was undertaken and reported here to explain the factors that influence potential users’ adoption of t-commerce by extending the technology acceptance model. The study also compared the factors influencing t-commerce adoption between experienced and inexperienced users. Seven factors were identified: perceived ease of use, perceived usefulness, perceived enjoyment, trust, attitude, normative belief of family and friends, and subjective norm. Although the factors were not the same between the two groups, the differences were not large. Perceived enjoyment is the most important factor affecting attitude and behavioral intention toward t-commerce. From a theoretical point of view, the study extended the TAM for t-commerce adoption by potential users in the home environment. Moreover, this study also provided practical implications for t-commerce providers.     

Gender differences in consumers’ perception of online consumer reviews

Since the early days of the Internet, gender gap has existed in using the Internet, and it is particularly evident for online shopping. Females perceive higher level of risk for online shopping, and as a result, they tend to hesitate to make purchase online. Online consumer reviews can effectively mitigate such perceived risk by females and thereby attract them to buy online. This study investigates the effect of online consumer reviews on consumer’s purchase intention. In particular, we examine whether there are gender differences in responding to online consumer reviews. The results show that the effect of online consumer reviews on purchase intention is stronger for females than males. The negativity effect, that consumers are influenced by a negative review more than by a positive review, is also found to be more evident for females. These findings have practical implications for online sellers to guide them to effectively use online consumer reviews to engage females in online shopping.     

Understanding driver adoption of car navigation systems using the extended technology acceptance model

This study proposes an integrated research model for investigating driver adoption of car navigation systems. We consider the potential causal connections between core cognitive and psychological factors and driver intention to use these systems. We extracted possible factors that may significantly affect the perceived usability of car navigation systems from in-depth interviews with two groups of individuals: an expert group and a driver group. Data collected from N?=?1045 drivers via an online survey were analysed by structural equation modelling. The results showed that the service & display quality components of the systems were the most significant determinants of driver attitude and intention to use car navigation systems. Two other factors, namely attitude and perceived usefulness, also had impacts on driver intention. Moreover, both satisfaction and service & display quality were affected by perceived system reliability, while usefulness was affected by both perceived locational accuracy and satisfaction. Satisfaction also significantly affected perceived ease of use. In addition, we introduced new external variables to the technology acceptance model (TAM) and validated the causal connections proposed by the original TAM. The present study provides valuable insights into the core factors that significantly affect driver perspectives of and intention to use car navigation systems.     

Age differences in perceptions of online community participation among non-users: An extension of the Technology Acceptance Model

This study examined age differences in perceptions of online communities held by people who were not yet participating in these relatively new social spaces. Using the Technology Acceptance Model (TAM), we investigated the factors that affect future intention to participate in online communities. Our results supported the proposition that perceived usefulness positively affects behavioral intention, yet it was determined that perceived ease of use was not a significant predictor of perceived usefulness. The study also discovered negative relationships between age and Internet self-efficacy and the perceived quality of online community websites. However, the moderating role of age was not found. The findings suggest that the relationships among perceived ease of use, perceived usefulness, and intention to participate in online communities do not change with age. Theoretical and practical implications and limitations were discussed.     

How does background music tempo work for online shopping?

This research examines the impact of background music tempo, an emotional stimulus, on consumer attitude in online shopping. The authors conducted two empirical studies based on the same experimental design. The results of both studies supported the study’s main hypothesis: background music tempo positively affects consumer arousal. It also suggests that product category moderates the influence of arousal on pleasure such that a positive effect occurs when shopping online for hedonic products but not for utilitarian products. In addition, consumer trust mediates the positive influence of pleasure on purchase intention. The authors also discuss the managerial implications of the empirical results.     

The effect of virtual sales agent (VSA) gender – product gender congruence on product advice credibility,trust in VSA and online vendor,and purchase intention

Online vendors are increasingly using virtual sales assistants (VSA), either in the form of an animated picture or a photograph of a real person, to help customers with their product-related information needs. Currently, what is known is that the use of a VSA in an online web shop results in positive outcomes such as trust and purchase intention. What remains unknown, however, is whether or not VSA gender-product gender congruence has a positive effect on customers' attitude towards the product-related advice, the VSA, and the online vendor and on customers' online purchase intention.To determine the hypothesized effect of VSA gender-product gender on variables such as trust and purchase intention, a 2 (VSA gender: male vs female)–×–3 (product gender: male, female, and neutral) experiment with 183 inhabitants (between the age of 18 and 30) of the Netherlands was implemented. Results of the multivariate analysis of variance (MANOVA) reveal that congruence between VSA gender and product gender (e.g. female VSA providing advice about a feminine product) positively influences customers' belief in the credibility of the product-related advice, their trust in the VSA and the online vendor, and their purchase intention. The separate main effects of VSA gender and product gender on the aforementioned dependent variables, however, are not statistically significant. Furthermore, customers' gender did not serve any moderating function in the relationship between VSA gender-product gender congruence and the dependent variables.     

How does justice matter in online retailers’ reputation and purchase intentions: an empirical study of China

In recent years, online shopping has been proliferated around the world. Online retailers’ reputation and purchase intentions are critical for survival and profitability of any online store. Thus, this study proposes a research framework to examine the perceived justice effects on customers purchase intention and online retailers’ reputation. A confirmatory factor analysis was conducted to demonstrate the reliability and validity of the measurement model, and the structural equation modelling technique was used to test the research model. The hypothesised model was validated empirically using data collected from 383 online shopping customers in China. The results indicated that perceived procedural, distributive and interactional justice components were strong predictors of customers purchase intention and online retailers’ reputation while online retailers’ reputation had significant effects on purchase intentions. Finally, theoretical and managerial implications are also presented in the paper.     

Understanding the intention to follow the advice obtained in an online travel community

Online travel communities are an increasing phenomenon that is motivating great changes in consumer behavior in the travel sector. Travelers prefer to rely on peers’ recommendations and thus visit these communities to look for unbiased information. This work analyzes some of the precursors of the consumer intention to follow the advice obtained in an online travel community. Data show the relevant role of attitude toward the advice, trust in the online community that provides the advice and perceived usefulness of this information in order to determine the consumer intention to follow the advice obtained in the community. As well, trust and usefulness have been found to influence consumer attitude, and usefulness is also directly affected by trust in the community that provides the advice. Finally, a specific personal attribute - namely, consumer susceptibility to interpersonal influence -, moderates the effects of the antecedents of the intention to follow the advice obtained in a travel community. Based on these results, some implications for practice are widely discussed.     

Understanding trust and perceived usefulness in the consumer acceptance of an e-service: a longitudinal investigation

E-services remain characterised by uncertainty despite their proliferation. Consumer trust beliefs are therefore considered an important determinant of e-service adoption. However, the research has not yet considered the potentially dynamic nature of these trust beliefs or how early-stage trust might influence later-stage adoption and use. To address this gap, this study draws on the theory of reasoned action and expectation–confirmation theory in a longitudinal study of trust in e-services. We examine how trust interacts with other consumer beliefs such as perceived usefulness (PU) and how these beliefs together influence consumer intentions and behaviours concerning e-services at both the initial and latter stages of use. The empirical context is online health information services. Data collection on a student population occurred during two time periods approximately five weeks apart. The results show that PU and trust are important at both the initial and latter stages in the consumer acceptance of online health services. Consumers’ actual usage experiences modify perceptions of usefulness and influence the confirmation of their initial expectations. These results have implications for our understanding of the dynamic nature of trust and PU as well as their roles in the long-term sustainability of e-services.     

An empirical examination of the determinants of mobile purchase

As en emerging service, mobile purchase has not received wide adoption among users. Drawing on the trust and flow theory, this research identified the factors affecting user adoption of mobile purchase. We conducted data analysis with structural equation modeling (SEM). The results indicated that contextual offering has strong effects on trust, flow, and perceived usefulness. In addition, structural assurance affects trust. Trust affects flow, which further affects perceived usefulness. These three factors determine mobile purchase intention.     

An extension of the technology acceptance model in an ERP implementation environment

This paper presents an extension to the technology acceptance model (TAM) and empirically examines it in an enterprise resource planning (ERP) implementation environment. The study evaluated the impact of one belief construct (shared beliefs in the benefits of a technology) and two widely recognized technology implementation success factors (training and communication) on the perceived usefulness and perceived ease of use during technology implementation. Shared beliefs refer to the beliefs that organizational participants share with their peers and superiors on the benefits of the ERP system.Using data gathered from the implementation of an ERP system, we showed that both training and project communication influence the shared beliefs that users form about the benefits of the technology and that the shared beliefs influence the perceived usefulness and ease of use of the technology. Thus, we provided empirical and theoretical support for the use of managerial interventions, such as training and communication, to influence the acceptance of technology, since perceived usefulness and ease of use contribute to behavioral intention to use the technology.