Content uploaded by Donald L Amoroso
Author content
All content in this area was uploaded by Donald L Amoroso on May 06, 2014
Content may be subject to copyright.
A preview of the PDF is not available
Comparing Mobile and PC Internet Adoption Factors of Loyalty and Satisfaction with Online Shopping Consumers
International Journal of E-Business Research
Abstract and Figures
This research looks at the adoption of Internet and mobile applications comparing the factors that influence
loyalty and satisfaction. It is the intent of this exploratory study to examine factors of adoption that are common in both Japan and the United States. After a comprehensive review of the literature, we derived a research model for and tested related hypotheses with data collected from consumers in both Japan and the United States. The authors used online shopping as the common application between Internet and mobile technologies.
They found that the original technology acceptance model factors to be less important in explaining the
overall variance of satisfaction, especially with mobile applications, than expected. This research takes an
important first step in understanding the adoption of online shopping by differentiating mobile and Internet
factors. Inertia was found to be critical in explaining satisfaction only with mobile applications. This factor
is important for online retailers who count on repeat sales as a major part of their revenue. Loyalty is key to
online retailers identifying the factors that will enhance the satisfaction of the online consumer. This study
provides managers with a framework for online shopping which areas they need to focus upon when launching new online products, such as shaping and/or changing their consumers’ attitude toward using the Internet, making their Website easier to use, and enhancing the perceived usefulness of the technologies that allow consumers to access their products online.
Figures - uploaded by Donald L Amoroso
Author content
All figure content in this area was uploaded by Donald L Amoroso
Content may be subject to copyright.
... Our research model comprises four constructs: consumer satisfaction and continuance intention, modeled after Bhattacherjee (2001) and Limayem, Hirt, and Cheung (2007); attitude (Bajaj & Nidomulu, 1998;Karahanna, Straub, & Chervany, 1999) and habit (Amoroso & Ogawa, 2013;Amoroso & Lim, 2015b;Polites & Karahanna, 2012). These constructs serve as independent, moderating, or dependent variables in numerous studies (see Appendix A). ...
... There might be a "tug-of-war" between conscious (self-regulating) and unconscious (habitual) behavior in mobile phone use (Soror, Hammer, Steelman, Davis, & Limayem, 2015). Apart from the study of Polites and Karahanna (2012), habit has been found to be a "push" variable for loyalty and repeat consumer purchases and, by association, higher levels of satisfaction (Amoroso & Ogawa, 2013). Consumers may be creatures of habit, and prefer repetitionthe path of least effort. ...
... Consumer Attitudes ATT1 The idea of using the mobile wallet to conduct financial transactions is appealing. Shih (2011), Wu (2003, Kim et al. (2012), de Guinea and Markus (2009), Wixom and Todd (2005), Bajaj and Nidumolu (1998), Karahanna et al. (1999), Amoroso and Lim (2015a,b), Amoroso and Ogawa (2013) ATT2 I like the idea of conducting financial transactions via the mobile wallet. ATT3 ...
How do the behavioral-cognitive-emotional constructs of attitude, satisfaction, and habit drive consumer con-tinuance intention of incumbent mobile technologies? From a survey of 528 consumers, we ran two structural equation models: model #1 is a base model of direct effects of attitudes and satisfaction on continuance intention ; model #2 adds habit as a mediator variable. We show that consumer attitudes are stronger predictors of continuance intention, without mediation effects from habit. Consumer satisfaction only weakly predicts con-tinuance intention and is mediated by habit. While satisfaction is correlated with consumer attitude, and satisfaction is correlated with habit, consumer attitudes seem unrelated to any habits. Attitude seems to be the strongest determinant of continuance intention; second, in the absence of compelling rational data, or given beliefs that competitors are largely undifferentiated, consumers might continue using the same product. Such complex interactions between variables may not be adequately captured in a straightforward variance model, however this study extends research in habit and continuance intention and provides for future research exploring the importance of habit over satisfaction and predominance of consumer attitudes in predicting con-tinuance intention.
... From the technology adoption theories and models, most of the theories examined the relationship between BI, use behaviour (UB), and SAT as dependent variables (Davis, 1989;DeLone & McLean, 2003;Venkatesh et al., 2003). In the mobile application adoption context, Amoroso and Ogawa (2013) compared the elements that affect SAT and loyalty while examining the uptake of mobile and internet applications. The purpose of their exploratory study is to look at adoption-related parameters that are similar in the US and Japan. ...
... The study looked at the impact of BI on UB and SAT as dependent variables. The findings give empirical evidence to support the proposed hypotheses and validate and strengthen previous research findings, suggesting an essential association between BI, UB, and SAT (Alfalah, 2021;Amoroso & Ogawa, 2013;Weerakkody et al., 2014). Moreover, this study broadens the predictor variables in the UTAUT by investigating further connections, namely the effect of EE on PE (El Kheshin & Saleeb, 2020;Shankar & Kumari, 2019). ...
This research empirically examines citizensricalltion of and satisfaction (SAT) with government artificial intelligence (AI) Chatbots in Saudi Arabia. Using the unified theory of acceptance and use of technology (UTAUT) as a theoretical model, this study collected data from a survey of 490 Saudi Arabian citizens. The proposed model and hypotheses were examined using structural equation modelling (SEM). Attitude had the strongest effect on the behavioural intention (BI) to use government AI-Chatbots. Performance expectancy (PE) was found to have a significant effect on attitude towards government AI-Chatbots acceptance. Furthermore, effort expectancy (EE) significantly influenced PE regarding the adoption of government AI-Chatbots. The study results indicate an essential association between BI, use behaviour (UB), and SAT. However, social influence (SI) and facilitating conditions (FC) were not significant predictors of government AI-Chatbots adoption in Saudi Arabia. This study therefore enriches the literature on citizenscitizensce. FurtheSAT with government AI-Chatbots.
... Habit was found to be an antecedent of loyalty and continuance intention (Cheung and Limayem 2005;Kim and Malhotra 2005;Liao et al. 2006;Lankton et al. 2010;Chong et al. 2012;Venkatesh et al. 2012;Amoroso and Ogawa 2013). Lin et al. (2015a, b) found that both satisfaction and habit strongly affects loyalty, and that satisfaction is an antecedent to brand loyalty. ...
Japanese consumers have always been placed as one of the most highly loyal consumers in the world who are committed to purchasing certain brands for products in many different industries, such as automobiles, luxury goods, and electronics, to name a few. However in recent years, there is evidence to suggest that brand commitment in Japan is decreasing. In this study, we collected data from consumers in 2018 and again in 2023 using the same instrument to ascertain the change in brand commitment as a predecessor of consumer satisfaction, loyalty, and habit and ultimately their impacts on continuance behavior in using mobile wallet applications. We did not find the relationship between satisfaction and continuance intention to be significant in the 2023 model, unlike earlier. The results of this 5-year study comparison revealed that brand commitment was found to be a predecessor construct to both Japanese consumer satisfaction and habit across the years. It was also found that loyalty mediated the relationship between both habit and consumer satisfaction with continuance intention of mobile wallet applications usage. In summary, we found that brand commitment was significant in its relationship to satisfaction, loyalty and habit both in the 2018 and 2023 studies. This indicates a sustained and strong level of brand commitment in the mobile applications context by Japanese consumers. With this research, the knowledge on the well-known constructs of brand commitment, consumer satisfaction, loyalty, habit, and continuance intention have been extended in the area of mobile wallet applications. The findings provide up-to-date insights that have high relevance and important managerial implications in the international marketing research context beyond Japan.
... Several studies on LPs and mobile services have pointed out the significance of satisfaction in attaining attitudinal loyalty taking into account that satisfied customers accumulate positive experiences and develop more enduring relationships (Atulkar & Kesari, 2017;Bridson et al., 2008;Demoulin & Zidda, 2008;Omar et al., 2015;Ramaseshan et al., 2017;Stathopoulou & Balabanis, 2016;Vázquez-Casielles et al., 2009;Vesel & Zabkar, 2009). Evidence from online retail also indicates a high correlation between these constructs (Amoroso & Ogawa, 2013). It should be noted that satisfaction can exist in the absence of loyalty, especially behavioral loyalty (Oliver, 1999). ...
This study, based on value theory, aims to shed light on our understanding of changing consumer perspectives on loyalty programs (LPs) within the digitally transformed retail environment by assessing the significance of value perceptions (i.e., monetary, hedonic, symbolic, knowledge) provided by LP benefits on member satisfaction. The value theory was expanded with the addition of personalization and information disclosure comfort constructs in accordance with the literature on mobile application adoption. The results of an online survey study on two leading coalition LPs in Turkey indicate that the monetary, hedonic, and symbolic values established by LP benefits are positively related to satisfaction. Furthermore, personalization was found to be a major factor that indirectly influences satisfaction through different perceptions of value. Privacy concerns, on the other hand, were found to have a significant but weak influence on satisfaction. Finally, the well-established effect of satisfaction on attitudinal loyalty was also confirmed.
Purpose
Improving health outcomes requires a robust health-care service model that delivers cost-efficient services and increase customer patronage. The purpose of this study is to examine how service quality and convenience influence perceived value, satisfaction and customer patronage of health insurance policyholders. Based on contemporary research, this study further investigates the moderating role of trust, inertia, insurer type and word-of-mouth (WOM) on relationship between satisfaction and customer patronage.
Design/methodology/approach
This study conceptualized the dimensions of SERVQUAL and SERVCON as drivers of perceived value leading to satisfaction and finally customer patronage in presence of four moderators. To test the hypotheses, data from 500 consumers who had a running health insurance policy was collected and analyzed using partial least square path modeling.
Findings
The results of this study showed service quality and convenience dimensions significantly affected perceived value. Perceived value strongly influenced satisfaction and customer patronage intentions. Satisfaction had a significant positive effect on patronage. WOM and trust moderated the satisfaction–patronage relationship for recommendation intention but not repurchase intention. The moderators had an indirect bearing on customer patronage.
Social implications
Such an engagement ecosystem can be considered to be a revolution, as it will change the way businesses are conducted and how stakeholders interact with one another.
Originality/value
This study adapts and integrates the SERVQUAL and SERVCON models to health insurance domain. Second, this study conceptualizes a modified view of post-benefit convenience relevant for health insurance as policy renewal intention rather than returns/exchanges. This addresses a gap in the SERVCON scale's applicability to insurance services. This study also makes a novel attempt of examining implication of WOM and trust in health insurance domain.
Purpose
This study aims to understand and analyze the aspects influencing students’ attitudes and behavior toward the use of metaverse in education. The metaverse is currently viewed as technology with immense prospects. However, the practice of the metaverse for educational motives is rarely deliberated.
Design/methodology/approach
To assess the effect of the metaverse on students' knowledge and use of resources, general interests and attitudes toward the metaverse in education, a survey was conducted. The collected data were analyzed using a confirmatory factor analysis (CFA) in the first phase to address the various validity parameters. In the second phase, path analysis of the model was performed using structural equation modeling (SEM).
Findings
The study investigated how students intended to behave while using the metaverse for learning. The attitude toward adopting metaverse as technology is influenced by perceived utility and simplicity of use. This leads to behavioral intention as well. Studies reveal that the aspect of perceived usefulness is considered to be more significant in assessing the intention of use.
Research limitations/implications
This quantitative study contributes to the literature on metaverse, which is in the growing stage. In the educational sector, the existing studies are scarce; hence, the addition to the literature on metaverse is quite significant in the education domain.
Practical implications
The study benefits the students and the academicians because metaverse is largely considered an integral part of technology platforms, which has to be included in the learning systems eventually. There are few courses where the use of metaverse is already initiated at an introductory level, thus opening a broad spectrum of opportunities at all levels. It can provide scholars access to a massive array of resources, including multimedia presentations, interactive objects that support the delivery of lessons, videos, images and audio recordings.
Originality/value
This study adds to the existing literature by examining the impact of metaverse in education. The research focused on the students pursuing higher education who were mostly aware of metaverse and were open to the idea of learning and understanding through technology inclusion.
Banks need to remain competitive in the ever-changing business environment. Millennials are one of the largest customer segments with a large digital and mobile appetite; as a result, they form a natural target for banks. To increase their customer base, banks need to ensure that their customer experience strategy caters for these young customers in accordance with their expectations. This study explores factors that influence customer experience in mobile banking and how this experience influences customer loyalty to their bank. This study used a mixed-methods strategy and collected data from 344 mobile banking users via an online survey questionnaire and a further 10 semi-structured interviews were conducted. The research hypotheses were tested through regression analysis, whilst thematic analysis was used for open-ended questions in the survey and the 10 interviews. The results showed that convenience, ease of use and customization significantly influence customer experience in mobile banking. Customer experience was perceived to significantly influence customer loyalty.
Globalisation and changing lifestyle of the people has escalated the demand for more product customisation, taste preferences, and awareness about the usage of quality food commodities. Recent developments in the field of information technology and its integration with the business practices has emerged as a new term named ‘e-business’ (EB). Increasing consumer base of the food supply chains (FSC) has escalated the demand of technological and operation advancements by mediating ‘EB’ activities. Such practices become extensively crucial when the world is suffering from the pandemic of COVID-19, leading to distressing of FSC linkages causing frequent market closures.
To tackle the same, the work explores the various endorsers (EDR) of the ‘EB’ in FSC, which are contemplated by hybrid combinations of multi-criteria decision-making techniques. Outcomes of the present work aid managers to formulate the decision policies and develop a robust framework in the direction of ‘EB’ practices with FSC.
This research assesses the importance of corporate social responsibility (CSR) as it affects the perception of millennials regarding the socially responsible corporation that, in turn may influence their intention to purchase. The findings show that loyalty and trust appear stronger among older-age consumers than among the younger-age consumers, but both loyalty and authenticity are strong indicators of continuance intention. Younger-age consumers clearly analyzed authenticity to build trust and advocacy, whereas older-age consumer built trust with clearly communicated awareness of CSR initiatives. The managerial implications clearly highlight the importance of awareness for older-age consumers while authenticity was important for younger-age consumers. This offers opportunities for further development on the behavior of the two categoriews of consumers as well as strategies for practitioners to employ CSR to influence continuous purchases.
The purpose of this paper is to determine those factors that influence the adoption of internet banking services inTunisia. A theoretical model is provided that conceptualizes and links different factors influencing the adoptionof internet banking. A total of 253 respondents in Tunisia were sampled for responding: 95 were internet bankusers, 158 were internet bank non users. Factor analyses and regression technique are employed to study therelationship. The results of the model tested clearly that use of internet banking in Tunisia is influenced moststrongly by convenience, risk, security and prior internet knowledge. Only information on online banking did notaffect intention to use internet banking service in Tunisia. The results also propose that demographic factorsimpact significantly internet banking behaviour, specifically, occupation and instruction. Finally, this papersuggests that an understanding the factors affecting intention to use internet banking is very important to thepractitioners who plan and promote new forms of banking in the current competitive market.
This paper reviews recent studies related to the Technology Acceptance Model (TAM) in order to derive an extended model that examines online purchasing by consumers. Our model expands the original TAM by including additional constructs including privacy, trust, perceived risk, e-satisfaction, and e-loyalty. We surveyed over 1,850 consumers in the United States and Australia using an instrument that yielded respectable reliability and validity. The findings suggest that our expanded model serves as a very good predictor of consumers' online purchasing behaviors. The linear regression model shows a substantial amount of variance explained for Behavioral Intention (R 2 = .637). We also discover interesting but unexpected results that provide the need for future research. This paper adds to our understanding of the factors influencing online purchasing. Future researchers can refine our model and instrument to further explain consumers' acceptance of Internet-based applications.
How do young Turkish consumers use cell phones? Can their behavior be differentiated, and what factors significantly identify categories of young wireless users? Why has this youth market become so important? Using survey research, descriptive statistics and Structured Equation Modeling (SEM), we analyzed results from a large sample of teenagers, providing a rich understanding of the substantial differences in Turkish youth consumers' behavior toward cell phones, and discuss implications for cell-phone marketers. Findings reveal three major usage groups in Turkey's cell-phone youth market: trendy style, heavy-usage style and price-conscious style. These results provide substantial insight and direction for marketing strategists.
Mobile coupons present an exciting new opportunity to target consumers with highly customized offers. Research on the factors influencing attitude and behavioral intention of consumers using mobile coupons is scanty. This study uses the extended technology acceptance model (TAM) as the underpinning to analyze the attitude and behavioral intentions of consumers toward m-coupons. We tested this modified model using data collected from 781 respondents. The results suggest that our proposed model could explain about 66.5% of the variance in customers" intentions to use the mobile coupons. The results of these studies confirm that, in the mobile technology context, traditional adoption models such as TAM could be applied, but they need to be modified and extended in order to increase their robustness and relevance to the context. The results of the study show that perceived usefulness, perceived ease of use, perceived credibility, compatibility, and social factor influence the behavior and intention of consumers in using m-coupons.
This research looks at the adoption of Internet and mobile applications in the United States and Japan. It is the intent ofthis meta-exploratory study to examine factors of success with Japan’s mobile industry over the past decade. Takeshi Natsuno defined the ecosystem as a collection of roles in a collaborative balance. It is here that we began to search for the factors that have had an impact on the success of the mobile industry in Japan over the past two decades. It is the intent of this study to identify and discuss those factors to validate the ecosystem research model and to recommend its use for future research. We found the ecosystem model to be very robust as a model to discuss, categorize, and explain the mobile industry in Japan, leading us to a robust and explanatory push-pull investment model. It is intended that this model will be used for future research. We concluded in this research that risk-taking was the predominant factor influencing the success of the mobile ecosystem in Japan. We found in Japan a clear investment earlier in the process, as the first step in most cases, where mobile carriers, such as NTT DoCoMo, would partner with university labs to develop mobile applications, such as i-Mode and e-payment systems, and then mobile consumers would have new applications and functionality to adopt. The model is very powerful and can be considered for adoption in other countries and maybe for other ecosystems.
Early days, the prevalence of Internet technology generated e-commerce, e-business, and innovative products and services to market. At present, the diffusion of mobile technology creates m-commerce. Mobile banking is a banking service which helps customers in easily making online transactions anywhere, anytime. It has been adopted extensively in developed countries. However, for Thailand, this acceptance rate is still low. Thus, this paper is aimed at to gather factors affecting m-banking acceptance, both on adoption side and barrier side, to explore the effects of those factors, to guide banks and financial firms to attract more customers, and to compare the differences and similarities of m-banking key success factors from different countries. The quantitative approach using questionnaire survey along with the qualitative approach using interviews are used to test the model. The result shows that the positive factors have more influence on an intention to use m-banking than the negative factors.
A literature review identifies several classifications of customer loyalty; the most common are attitudinal and behavioral loyalties. Traditional studies, however, have not yet examined customer loyalty within a framework of these classifications. To address this deficit, this study uses linear structural modeling to explore the differences between attitudinal and behavioral loyalty models; 295 department store shoppers were used as subjects to determine how the influences of corporate image, switching costs and customer satisfaction found in an attitudinal loyalty model differ from those of a behavioral loyalty model. The results demonstrate that while these two competing models have goodness of fit, when comparing models with non-nested structures, behavioral loyalty exhibits better performance. In addition, no significant difference is observed between the influence of corporate image and that of customer satisfaction in attitudinal or behavioral loyalty model. Conversely, switching cost is shown to have a stronger influence on behavioral loyalty than it does on attitudinal loyalty.
Purchasing via the Internet offers significant cost savings and time benefits to both service providers and consumers. This study empirically assesses a model of factors likely to affect Intentions to Purchase via the Internet. A multidimensional scale of Internet Convenience is developed. A sample was used of 759 respondents in Spain who chose to use the traditional method of booking a hotel instead of using the available Internet option. Results support the proposed hypotheses. Implications are provided for service providers to address these factors.