Understanding Customers' Continuance Intention

The purpose of this study is to understand the difference between Internet users' continuing use behavior in the context of digital inequality. Data were collected through a survey of Internet users in the Ivory Coast. The structural equation modeling technique was used to test the research hypothesis. This study showed empirically that concern over information and communication technologies (ICT) access as an explanation for digital inequality should be toned down. This research suggests emphasizing alternative factors to explain Internet sustained use intention by underprivileged individuals, including normative beliefs. The results will help internet service providers, governments, and international aid agencies to better understand users' behaviors or reactions to ICT available to them. This understanding provides a foundational platform upon which viable and effective information technology-enabled solutions and policies can be conceptualized and implemented. This study is one of the few that integrate three salient beliefs to differentiate ICT use continuance intention in the context of digital inequality.

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Antecedents of e-business adoption intention: an empirical study

International Journal of Innovation Science ◽

10.1108/ijis-05-2017-0048 ◽

2017 ◽

Vol 9 (4) ◽

pp. 417-434 ◽

Cited By ~ 1

Author(s):

Bijoylaxmi Sarmah ◽

Shreekant Sharma ◽

Shivam Gupta

Keyword(s):

Information And Communication Technologies ◽

Structural Equation ◽

Online Survey ◽

Service Providers ◽

Empirical Studies ◽

Equation Modeling ◽

Survey Method ◽

Perceived Behavioral Control ◽

Content Type ◽

Adoption Intention

Purpose Recent advances in information and communication technologies has driven emergence and expansion of the internet with decreased computing and communication costs and paved the way for exploring, creating and delivering value to the stakeholders through e-business adoption by the hotel service providers. Keeping this context in mind, this study aims to develop a conceptual model to investigate the antecedent factors of e-business adoption intention among the owners/managers of Indian micro, small and medium hotel enterprises and empirically validates it. Design/methodology/approach Data were gathered from micro, small and medium hotel owners/managers with the help online survey method that resulted into 116 usable questionnaires. Structural equation modeling technique was applied to examine the appropriateness of the hypotheses. Findings Findings reveal that attitude toward e-business, subjective norm and perceived behavioral control positively influences e-business adoption intention among the owners/managers of micro, small and medium hotel enterprises in India. Research limitations/implications The context of this study is micro, small and medium hotel enterprises in India only and thereby limits the generalizability of results to other industry and country context. Practical implications This study offers theoretical and managerial implications to be applied by academicians and micro, small and medium enterprise owners/managers for e-business adoption in Indian hotel industry. Originality value This study can be considered as an extension of the study of Crespo and del Bosque (2008) in which they applied the theory of planned behavior to understand the psychological factors that determine e-business adoption among the managers and, thereby, contribute the existing literature, as empirical studies on e-business adoption intention by micro, small and medium hotel enterprises are scantly available.

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ANALISIS KEPUASAN DAN LOYALITAS PELANGGAN DALAM PEMESANAN TIKET PESAWAT SECARA ONLINE MENGGUNAKAN PENDEKATAN PARTIAL LEAST SQUARE (PLS)

Jurnal Gaussian ◽

10.14710/j.gauss.v7i4.28863 ◽

2018 ◽

Vol 7 (4) ◽

pp. 361-372

Author(s):

Trisnawati Gusnawita Berutu ◽

Abdul Hoyyi ◽

Sugito Sugito

Keyword(s):

Latent Variables ◽

Latent Variable ◽

Structural Equation ◽

Service Providers ◽

Web Design ◽

Partial Least Square ◽

Least Square ◽

Equation Modeling ◽

Internet Service ◽

Access Security

Technology advances are bring rapid changes, thus bringing the world to the information society. From this technological progress thus e-commerce emerged, as a means to meet the needs of goods and services through internet access (online). This is what the airlines utilized by cooperating with various internet service providers (online), to provide convenience and comfort of airplane passengers in buying tickets without having to come directly to the place and through intermediaries. To provide the best service, need to know what factors that influence customer satisfaction in ordering airline tickets online. Appropriate modeling for this problem using structural equation modeling, with Partial Least Square (PLS) approach. The PLS approach is chosen because it is not based on several assumptions, one of these is the normal multivariate assumption. In this research, the exogenous latent variables used are performance, access, security, sensation, information, and web design, while the endogenous latent variables are satisfaction and loyalty. Based on the results of the analysis it can be concluded that the latent variables of access, security, sensation, information, and web design are able to explain the latent satisfaction variable of 70.32% while the satisfaction latent variable is able to explain the latent variable of loyalty by 36.02%.

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Using VIKOR with structural equation modeling for constructing benchmarks in the Internet industry

Benchmarking An International Journal ◽

10.1108/bij-09-2020-0465 ◽

2021 ◽

Vol ahead-of-print (ahead-of-print) ◽

Author(s):

Nuri Gökhan Torlak ◽

Ahmet Demir ◽

Taylan Budur

Keyword(s):

Structural Equation ◽

Service Providers ◽

Equation Modeling ◽

The Internet ◽

Content Type ◽

Internet Industry ◽

Internet Users ◽

Value Perceptions ◽

Customer Services ◽

Customer Trust

PurposeThe study uses VIseKriterijumska Optimizacija I Kompromisno Resenje (VIKOR)-structural equation modeling (SEM) to construct benchmarks for service providers and evaluate a multimethodology practice in the Internet industry.Design/methodology/approachThe data were collected using a survey based on an email/interview with 444 Internet users participating. SEM obtained coefficient values by way of customer expectations for Internet service providers. The authors normalized coefficients and integrated them into the VIKOR method for ranking competitors in the Internet industry.FindingsVIKOR-SEM revealed that network and information quality and security/privacy significantly positively impact customer trust while network and information quality and customer trust significantly positively affect Internet users' value perceptions. Customer services do not affect customer trust, while security/privacy and customer services have no significant influence on customer value perceptions. Though customer services and Internet users' trust and value perceptions directly, significantly and positively affect their commitments, the quality of network and information and security/privacy indirectly, significantly and positively influence customer commitments.Research limitations/implicationsThe study was in the Internet industry of Iraq. The results cannot be accurate for the other countries and the service sectors. The researchers/managers can adopt the model in other service sectors to test the multimethodology.Originality/valueVIKOR-SEM evaluated the changes in customer expectations and service providers in the Internet industry.

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What Makes Hosts Trust Airbnb? Antecedents of Hosts’ Trust toward Airbnb and Its Impact on Continuance Intention

Journal of Travel Research ◽

10.1177/0047287519855135 ◽

2019 ◽

Vol 59 (4) ◽

pp. 686-703 ◽

Cited By ~ 16

Author(s):

Yichuan Wang ◽

Yousra Asaad ◽

Raffaele Filieri

Keyword(s):

Structural Equation ◽

Information Quality ◽

Service Providers ◽

Economic Value ◽

Sharing Economy ◽

Social Utility ◽

Equation Modeling ◽

System Quality ◽

Continuance Intention ◽

Information Systems Success

Sharing economy platforms are growing at an unprecedented rate. Travel and tourism scholars have been focusing on customers’ sharing intention, yet the literature has largely overlooked what makes sharing service providers trust a sharing economy platform and decide to continue using it. Drawing on sociotechnical theory and the information systems success model, in conjunction with privacy concerns and economic value perspectives, this study develops an integrated model of antecedents and consequences of trust toward sharing economy platforms. Data from 606 Airbnb hosts were analyzed through structural equation modeling. Our research documents the importance of social antecedents (i.e., social value orientation and social utility), technical antecedents (i.e., system quality, service quality, and information quality), economic antecedents (i.e., monetary rewards) and privacy assurance antecedents (i.e., perceived effectiveness of privacy policy) in shaping hosts’ trust toward Airbnb, thereby enhancing their continuance intention with regard to using the platform.

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Determinants of Continuance Intention towards Banks’ Chatbot Services in Vietnam: A Necessity for Sustainable Development

Sustainability ◽

10.3390/su13147625 ◽

2021 ◽

Vol 13 (14) ◽

pp. 7625

Author(s):

Dung Minh Nguyen ◽

Yen-Ting Helena Chiu ◽

Huy Duc Le

Keyword(s):

Sustainable Development ◽

Customer Service ◽

Structural Equation ◽

Information Quality ◽

Service Providers ◽

Perceived Usefulness ◽

Equation Modeling ◽

System Quality ◽

Continuance Intention ◽

Information Systems Success

To improve customer experience and achieve sustainable development, many industries, especially banking, have leveraged artificial intelligence to implement a chatbot into their customer service. By integrating DeLone and McLean’s information systems success (D&M ISS) model and the expectation confirmation model (ECM) with the factor of trust, the aim of this study was to investigate the determinants of users’ continuance intentions towards chatbot services in the context of banking in Vietnam. A total of 359 questionnaire surveys were collected from a real bank’s chatbot users and analyzed using structural equation modeling. The findings revealed that users’ continuance intentions towards the banks’ chatbot services were influenced by satisfaction, trust, and perceived usefulness, of which trust had the strongest effect. The results also indicate that information quality, system quality, service quality, and confirmation of expectations had significant effects on three drivers of continuance intention in different ways. Our study contributes to the literature by providing a more comprehensive viewpoint to understand the perceptions and reactions of chatbot users in the post-adoption stage. The results of this study also yield several key suggestions for banking service providers on how to increase their customers’ intentions to continue using chatbot services, serving as a basis for long-term and sustainable development strategies in the current digital era.

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Quality and image: The role of satisfaction and trust as intervening variables on loyalty of customer’s internet service providers

Jurnal Manajemen dan Pemasaran Jasa ◽

10.25105/jmpj.v14i2.9358 ◽

2021 ◽

Vol 14 (2) ◽

pp. 282

Author(s):

Teuku Meldi Kesuma ◽

Mukhlis Yunus ◽

M. Ridha Siregar ◽

Abdul Muzammil

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Structural Equation ◽

Service Providers ◽

Corporate Image ◽

Equation Modeling ◽

Internet Service ◽

Customer Trust

Many factors can affect customer loyalty that some of them are service quality and corporate image. There are two objectives of this study. First, this study explains service quality and corporate image effects as antecedents for customer satisfaction, trust, and loyalty. Second, this study investigates the role of customer satisfaction and trust in mediating the service quality and corporate image effects on customer loyalty in the context of ISP customers. By using the purposive sampling technique, this study researched 270 ISP customers. The sample of data was statistically analyzed with the Structural Equation Modeling (SEM) and the Confirmatory Factor Analysis (CFA). This study confirmed that customer satisfaction, customer trust, and loyalty were directly affected by service quality and corporate image. Customer satisfaction and customer trust influenced customer loyalty significantly. The role of customer satisfaction and customer trust indirectly in mediating service quality and corporate image effects on customer loyalty was also confirmed by partial mediation. This study concludes by arguing that it needs to pay attention to service quality and the company’s good name levels to maintain customer loyalty.

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What determines customers’ continuance intention of FinTech? Evidence from YuEbao

Industrial Management & Data Systems ◽

10.1108/imds-01-2019-0011 ◽

2019 ◽

Vol 119 (8) ◽

pp. 1625-1637 ◽

Cited By ~ 4

Author(s):

Zhenning Wang ◽

Zhengzhi (Gordon) GUAN ◽

Fangfang Hou ◽

Boying Li ◽

Wangyue Zhou

Keyword(s):

Social Factors ◽

Structural Equation ◽

Service Providers ◽

Subjective Norm ◽

Equation Modeling ◽

System Quality ◽

Continuance Intention ◽

Content Type ◽

Structural Assurance ◽

Technical Factors

Purpose The purpose of this paper is to investigate the effects of trust in service and structural assurance on the continuance intention of FinTech services, and the roles of technical factors (i.e. situational normality and system quality) and social factors (i.e. herding and subjective norm) in developing trust in service and structural assurance. YuEbao is selected as the subject as it is a representative example of FinTech services in China. Design/methodology/approach A survey questionnaire was deployed and a ten-point sliding scale with two-decimal points was applied to improve the accuracy of the questionnaire. Partial least squares structural equation modeling was used to analyze the data. Findings Trust in service and structural assurance can encourage continuance intention of FinTech service. System quality, situational normality and subjective norm can boost the development of trust in service. Both herding and subjective norm can affect structural assurance significantly. Research limitations/implications The study highlights the important roles played by technical factors (i.e. situational normality and system quality) and social factors (i.e. herding and subjective norm) in developing the two levels of trust (i.e. trust in service and structural assurance). It also validates the influences of trust in service and structural assurance on encouraging customers’ continuance intention in the novel context of FinTech. Practical implications The findings of this study can be used by practitioners to encourage customers to continue using their FinTech services. To encourage continuance, service providers can improve the quality of their system, design the system to be aligned with customers’ using habits and show customers that their close friends are also using the service. Originality/value This study adds to the existing body of trust literature by investigating the direct effects of trust in service and structure assurance on continuance intention and how these two levels of trust are developed from technical and social aspects. It generates interesting insights into customers’ continuance behavior of FinTech services.

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Why do customers intend to continue using internet-based sharing economy service platforms? Roles of network externality and service quality

Journal of Asia Business Studies ◽

10.1108/jabs-05-2019-0142 ◽

2020 ◽

Vol ahead-of-print (ahead-of-print) ◽

Author(s):

Yung-Ming Cheng

Keyword(s):

Service Quality ◽

Structural Equation ◽

Service Providers ◽

Sharing Economy ◽

Ease Of Use ◽

Perceived Usefulness ◽

Network Externality ◽

Equation Modeling ◽

Continuance Intention ◽

Content Type

Purpose The purpose of this study is to integrate network externality and service quality as antecedents to the synthesis of expectation–confirmation model (ECM) and perceived ease of use (PEOU) in explaining customers’ continuance intention of internet-based sharing economy service platforms. Design/methodology/approach Sample data for this study were collected from students enrolled in a comprehensive university in Taipei, Taiwan. A total of 600 questionnaires were distributed in various campus locations, and 510 usable questionnaires were analyzed in this study, with a usable response rate of 85.0%. Collected data were analyzed using structural equation modeling. Findings The primary findings are as follows. First, service enablers’ online service quality positively affected customers’ perceived usefulness (PU), confirmation and PEOU of internet-based sharing economy service platforms, which directly or indirectly explained customers’ satisfaction and continuance intention of the platforms. Next, service providers’ offline service quality positively influenced customers’ PU of internet-based sharing economy service platforms, which in turn caused customers’ satisfaction and continuance intention of the platforms. Finally, network externality from customers’ side and service providers’ side all positively affected customers’ PU of internet-based sharing economy service platforms, which in turn led to customers’ continuance intention of the platforms. Originality/value First, this study contributes to the identification of network externality and service quality that may reveal deep insights to the understanding of customers’ continuance intention of internet-based sharing economy service platforms greatly driven by their confirmation of expectations and satisfaction with the platforms. Next, the empirical evidence on capturing ECM and PEOU for completely explaining the antecedents of customers’ continuance intention of internet-based sharing economy service platforms is well documented. Hence, this study’s findings have significantly shed light on the possible formulation of a richer post-adoption model.

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PENGARUH KUALITAS JASA PELAYANAN TERHADAP KEPUASAN PELANGGAN

PERFORMANCE Jurnal Bisnis & Akuntansi ◽

10.24929/feb.v6i2.268 ◽

2016 ◽

Vol 6 (2) ◽

pp. 32

Author(s):

Aryo Wibisono ◽

Syahril ,

Keyword(s):

Structural Equation Modeling ◽

Customer Satisfaction ◽

Significant Influence ◽

Structural Equation ◽

Gap Analysis ◽

Service Providers ◽

Equation Modeling ◽

Transport Service ◽

Transportation Service ◽

The Difference

PT. Indonesia Railways is an enterprise transportation service provider, where the modes of transportation are often used by consumers to travel long distances, and the price of transport service providers are not too different, then they (the companies) should be thinking how to grab share of existing market, so that the company will make profits. Therefore companies must compete on service providers to satisfy customers. Therefore there is need for research that is applied by using SEM methods (Structural Equation Modeling) in view of the customer and more towards the GAP analysis of the difference between reality and the difference is desired by consumers. With this then, can provide input to the company to consider the factors that correlate to customer satisfaction, so that the company's strategy in the form of customer satisfaction is more focused and effective. The results showed that the variables have a significant influence on complaint of customer satisfaction trains, and there was a GAP between reality and expectations of customers, so customers do not feel satisfied with the services already provided from these transport service. Keywords: Customer satisfaction, SEM (structural equation modeling), GAP Analysis.

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Cyberpolitik

ADALAH ◽

10.15408/adalah.v4i2.17927 ◽

2020 ◽

Vol 4 (2) ◽

Author(s):

Munadhil Abdul Muqsith

Keyword(s):

Political Communication ◽

Total Population ◽

Service Providers ◽

Mailing List ◽

The Internet ◽

Internet Service Providers ◽

Internet Service ◽

Internet Users ◽

Internet Media ◽

First Time

Abstract:The internet developed for the first time in Indonesia in the early 1990s. Starting from the pagayuban network, it is now expanding without boundaries anywhere. A survey conducted by the Indonesian Internet Service Providers Association (APJII) said that the number of internet users in Indonesia in 2012 reached 63 million people or 24.23 percent of the country's total population. Next year, that figure is predicted to increase by close to 30 percent to 82 million users and continue to grow to 107 million in 2014 and 139 million or 50 percent of the total population in 2015. million people. This matter also results in political communication with the internet media, or is often said to be cyber politics. Cyber politics in Indonesia has faced growth in recent years. There are many facilities that support the growth of cyber politics, such as Facebook, Twitter, mailing list, YouTube, and others.Keywords: Cyberpolitik, Internet Abstrak:Internet berkembang pertama kali di Indonesia pada awal tahun 1990-an. Diawali dari pagayuban network kini berkembang luas tanpa batas dimanapun juga. Suatu survei yang diselenggarakan Asosiasi Penyelenggara Jasa Internet Indonesia (APJII) mengatakan kalau jumlah pengguna internet di Indonesia tahun 2012 menggapai 63 juta orang ataupun 24,23 persen dari total populasi negeri ini. Tahun depan, angka itu diprediksi naik dekat 30 persen jadi 82 juta pengguna serta terus berkembang jadi 107 juta pada 2014 serta 139 juta ataupun 50 persen total populasi pada 2015. juta orang. Perihal ini pula berakibat pada komunikasi politik dengan media internet, ataupun kerap diucap dengan cyber politic. Cyber politic di Indonesia hadapi pertumbuhan sebagian tahun terakhir. Banyaknya fasilitas yang menunjang pertumbuhan cyber politic semacam terdapatnya facebook, Twitter, mailing list, youtobe, serta lain-lain.Kata Kunci: Cyberpolitik, Internet

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