An Empirical Study on the Mediation Effects of Satisfaction and Trust between Quality and Purchasing Intention in Chinese Internet Shopping Malls

Purpose The purpose of this paper is to explore the roles of flow experience and e-trust in online consumers’ stickiness intentions from a perspective of information quality and discuss how to retain these consumers. Design/methodology/approach The authors proposed a research model by integrating three dimensions of information quality, flow experience and e-trust. These factors were analyzed to explore the direct and indirect effects on consumers’ stickiness intention. Online questionnaires were adopted to collect data and 259 valid samples were analyzed by structural equation modeling approach. Findings The findings show that information quality provided by B2C online shopping malls can indirectly affect consumers’ stickiness intention through the mediation effects of flow experience and e-trust. Besides, flow experience can also significantly affect e-trust and then indirectly influence stickiness intention. Research limitations/implications The findings suggest that information quality can trigger the effects of flow experience and e-trust to keep stickiness of online consumers. Besides, in the context of online shopping, flow experience would promote consumers’ trust toward e-retailers. Some other theoretical and practical implications are also provided. Originality/value This study indicates the effects of flow experience and e-trust on stickiness intention from an information quality perspective. Meanwhile, the authors also intend to discuss the relationship between consumers’ flow experience and e-trust in the context of B2C online shopping.

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Relationship between Online Shopping and Store Shopping in the Shopping Process: Empirical Study for Search Goods and Experience Goods in Nanjing, China

Transportation Research Record Journal of the Transportation Research Board ◽

10.1177/0361198119851751 ◽

2019 ◽

Vol 2673 (11) ◽

pp. 38-47 ◽

Cited By ~ 1

Author(s):

Qing Zhai ◽

Xinyu (Jason) Cao ◽

Feng Zhen

Keyword(s):

Empirical Study ◽

Online Shopping ◽

Internet Shopping ◽

Experience Goods ◽

Internet Users ◽

The Relationship

As online shopping proliferates, many studies have investigated its impact on travel. Most studies, however, treat online shopping as a transaction channel and overlook its interaction with physical shopping at various stages of the shopping process. Using adult internet users in Nanjing, China, this study explores the interactions between online shopping and traditional shopping for search goods (books) and experience goods (clothing) during the shopping process. The results show that experience goods have a stronger stickiness combination between pre-purchase channels and transaction channels than search goods. As a pre-purchase channel for experience goods, stores are more likely to promote cross-channel than internet shopping; the relationship is the opposite for search goods.

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