Understanding Consumers' Continuance Intention and Word of Mouth in Mobile Commerce Based on Extended UTAUT Model

2020 ◽  
pp. 108-125
Author(s):  
Veljko Marinković ◽  
Zoran Kalinić
Keyword(s):  
Word Of Mouth ◽  
Mobile Commerce ◽  
Continuance Intention ◽  
Utaut Model ◽  
Perceived Trust ◽  
Use Of Technology ◽  
Digital Commerce ◽  
Willingness To Recommend ◽  
Word Of Mouth Communication ◽  
Valuable Service

Although until recently considered a novelty, mobile commerce (m-commerce) is nowadays one of the most popular mobile services, becoming mainstream in digital commerce. The objective of this study is to determine the predictors of consumers' continuance intention in m-commerce. In addition, it is well known that word of mouth communication is a very effective marketing technique, particularly for new products and services. Therefore, the study also models and examines the determinants of consumers' willingness to recommend m-commerce as a valuable service to their relatives, friends, and peers. The research model is based on unified theory of acceptance and use of technology (UTAUT) model, extended with additional variables like perceived trust and individual mobility. The results show that the main antecedent of continuance intentions towards m-commerce is social influence, while continuance intention was found as the most important predictor of word-of-mouth.

scholarly journals Examining factors that effect on the acceptance of mobile commerce in Malaysia based on revised UTAUT

2020 ◽  
Vol 20 (3) ◽  
pp. 1173
Author(s):  
Mohammed A. Sabri Alrawi ◽  
Ganthan Narayana Samy ◽  
Rasimah Che Mohd Yusoff ◽  
Bharanidharan Shanmugam ◽  
Rajasekaran Lakshmiganthan ◽  
...  
Keyword(s):  
Structural Equation ◽  
Mobile Commerce ◽  
Behavioural Intention ◽  
Future Research ◽  
Intention To Use ◽  
Factors Affecting ◽  
Moderating Variables ◽  
Perceived Trust ◽  
Performance Expectancy ◽  
Use Of Technology

<p>This <span>study presents an amended unified theory of acceptance and use of technology (UTAUT) which explores key factors affecting Malaysian consumers ' willingness to accept mobile-commerce. A questionnaire survey has been used to collect information from 400 Malaysian smartphone users using a random stratified sample and analyzed using structural equation modelling (SEM); with the use of Smart PLS 3.0. Results show that acceptance and use of mobile-commerce services can also be predicted by the behavioural intentions of users, whose performance expectancy, efforts expectations, social effects, mobility, personal innovations and perceived trust are significantly affected. From these variables, perceived trust is the most significant determinant that directly affects behavioural intention to use mobile-commerce services in Malaysia. It is then followed by mobility, personal innovation, social influence, performance expectancy then effect expectancy. Facilitating Conditions and moderating variables such as gender, age, education, income, marital status, experience and payment have no significant effect on Behavioral Intention to use mobile-commerce services in Malaysia. In conclusion, this study shows that behavioural intention and the use of mobile commerce services in Malaysia have a direct effect. The study will help dealers to avoid spending thousands of dollars on investments that have little impact on whether the customer is embracing and using mobile-commerce. The study also provides quantified indicators and offers a framework for the understanding of the Malaysia mobile-commerce system. The report concludes with a study of the effects of the research findings and provides recommendations for future research.</span></p>

What drives customer satisfaction and word of mouth in mobile commerce services? A UTAUT2-based analytical approach

2019 ◽  
Vol 33 (1) ◽  
pp. 71-94 ◽  
Author(s):  
Zoran Kalinić ◽  
Veljko Marinković ◽  
Aleksandar Djordjevic ◽  
Francisco Liebana-Cabanillas
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Affective Commitment ◽  
Word Of Mouth ◽  
Mobile Commerce ◽  
Equation Modeling ◽  
Content Type ◽  
Performance Expectancy ◽  
Service To Others ◽  
Willingness To Recommend

Purpose The purpose of this paper, which is based on the UTAUT2 model, is to develop and evaluate a predictive model of customer satisfaction related to mobile commerce (m-commerce) and the willingness to recommend this service to others. Design/methodology/approach The study was conducted based on a sample of 402 respondents. Confirmative factor analysis was used to evaluate the validity of the model, while structural equation modeling (SEM) was used to test the hypotheses. Finally, artificial neural networks were used to rank the influence of the significant predictors obtained by SEM. Findings Trust was found to be the most significant driver of customer satisfaction, followed by performance expectancy and perceived value. In addition, affective commitment and satisfaction were identified as the strongest predictors of word of mouth (WOM). Originality/value The originality/value of the paper lies in the establishment of the connection between the independent variables of the UTAUT 2 model – trust, satisfaction, affective and continence commitment and WOM. Additionally, it is one of a small number of studies investigating customer commitments and their influence on WOM in m-commerce.

scholarly journals Mobile Commerce Switching Intentions in Thai Consumers

2017 ◽  
Vol 8 (6) ◽  
pp. 123-134
Author(s):  
Kedwadee Sombultawee
Keyword(s):  
Social Support ◽  
Structural Equation ◽  
Early Stage ◽  
Mobile Commerce ◽  
Equation Modeling ◽  
Online Social Support ◽  
Utaut Model ◽  
Use Of Technology ◽  
Consumer Intentions ◽  
Retail Channels

AbstractThis research applies an extended Unified Theory of Adoption and Use of Technology (UTAUT) model to consumer intentions to switch from other retail channels to mobile commerce in Thailand. Mobile commerce is a rapidly growing segment of the consumer market, but remains in an early stage of adoption in many markets. A survey of Thai consumers (n = 458) was conducted online and analyzed using a structural equation modeling (SEM) approach. Findings showed that the extended UTAUT model, which included online social support and convenience, significantly explained the consumer decision to engage in mobile commerce. However, direct incentives (discounts and referral codes) were not significant. The implication of these findings is that mobile commerce providers need to focus on building social support for the technology itself, rather than relying on marketing tools like discounts or referral codes if they want to shift sales away from other retail channels.

scholarly journals Business Students’ Continuance Intention toward Blackboard Usage: An Empirical Investigation of UTAUT Model

2017 ◽  
Vol 13 (1) ◽  
pp. 120 ◽  
Author(s):  
Maroua M. Bouznif
Keyword(s):  
Technology Acceptance ◽  
Structural Equation ◽  
Online Survey ◽  
Business Students ◽  
Traditional Education ◽  
Equation Modeling ◽  
Continuance Intention ◽  
King Saud University ◽  
Utaut Model ◽  
Use Of Technology

The use of Blackboard in the traditional education systems is gaining its popularity in the public Saudi universities. Therefore, this research aims to investigate this phenomenon within a special emphasis on Business students at King Saud University (KSU). This study is based on unified theory of acceptance and use of technology (UTAUT) to examine students' pursuit intention toward Blackboard usage, including the influential role of satisfaction in technology acceptance and use. The research data were gathered through an online survey of 170 Business students where the participation was voluntary. In addition, the structural equation modeling (SEM) was used to test the overall efficacy of UTAUT model and the mediating relationship among variables within the effect of satisfaction. The results indicate that satisfaction plays an essential role on the predication of continuance intention as an independent and mediating variable. However, performance expectancy, effort expectancy, and superior influence have no direct significant impact on continuance intention.

An Empirical Investigation into Personal Characteristics' Effect on Choosing Complaint Channels

2019 ◽  
Vol 3 (4) ◽  
pp. 195-208
Author(s):  
Hannes Boepple ◽  
Janine Göttling ◽  
Marie-Christin Papen ◽  
Florian U. Siems
Keyword(s):  
Word Of Mouth ◽  
Empirical Investigation ◽  
Personal Characteristics ◽  
Negative Word ◽  
Channel Choice ◽  
Valuable Customer ◽  
Word Of Mouth Communication ◽  
Customer Reaction ◽  
Managerial Perspective ◽  
Selection Of

For companies, complaints are a valuable customer reaction to dissatisfaction. They enable the company to respond to customer issues to prevent them from changing supplier or spreading negative word-of-mouth communication. Previous research identified various influencing factors of complaint behaviour. However, it has been scarcely considered which aspects influence the selection of the complaint channel (e. g. telephone, social media). Therefore, a 1x2 experimental study (n = 244) was conducted. Results reveal effects of personal characteristics (aggressiveness, argumentativeness and social anxiety) on complaint channel choice. A moderating effect of failure severity was also partially found. From a managerial perspective, it is recommended to provide various complaint options. This would allow the disappointed consumer to choose an adequate complaint channel depending on his or her personality.

PENGARUH CORPORATE IMAGE, TRUST, WORD OF MOUTH DAN COMMUNICATION MARKETING TERHADAP CUSTOMER SATISFACTION PADA PT. BANK NEGARA INDONESIA (PERSERO) CERME, GRESIK

Develop ◽  
2019 ◽  
Vol 3 (1) ◽  
pp. 27
Author(s):  
Chandra Kartika Kartika ◽  
Akhmad Kusaeri ◽  
Muhammad Taufik ◽  
Moh Deni Kurniawan Yusuf ◽  
Mozha Pramesti Putri ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Word Of Mouth ◽  
Corporate Image ◽  
Word Of Mouth Communication

Persaingan bank dalam pelayanan jasa banyak competitor yang ingin memperbaiki kesalahan yang sebelumnya. Corporate image, trust, word of mouth, dan communication marketing diduga mempunyai peran penting dan perlu diperhatikan dalam upaya meningkatkan kinerja pemasaran dalam suatu perusahaan layanan jasa seperti  perbankan dan lembaga keuangan. Penelitian ini bertujuan untuk mengetahui pengaruh Corporate image, trust, word of mouth, dan communication marketing terhadap customer satisfaction. Sampel yang digunakan sebanyak 80 responden dari populasi 400 Nasabah PT. Bank Negara Indonesia (persero) cerme, gresik. Metode penelitian ini menggunakan metode kuantitif dan teknik analisis yang digunakan regresi linier berganda Y= 0,057 + 0,126 X1 + 0,892 X2 + 0,173 X3 + 0,444 X4 + 2,857. Hasil penelitian secara simultan menunjukkan Corporate image, trust, word of mouth, dan communication marketing berpengaruh signifikan terhadap customer satisfaction. Secara parsial menunjukkan corporate image, word of mouth, dan communication marketing tidak berpengaruh signifikan terhadap customer satisfaction, sedangkan trust berpengaruh terhadap customer satisfaction. sebaiknya manajemen PT. Bank Negara Indonesia (persero) Cerme, Gresik memperhatikan Corporate image, trust, word of mouth, communication marketing, dan  customer satisfaction. Manajemen juga dapat memberikan pelayanan yang baik.Kata kunci :   corporate image, trust, word of mouth,communication marketing, customer satisfaction

Chinese brand–individual values congruity and willingness of consumers from other countries to use positive word of mouth

2020 ◽  
Vol 48 (8) ◽  
pp. 1-14
Author(s):  
Xi Chen ◽  
Qing Fang ◽  
Zhenyuan Wang
Keyword(s):  
Word Of Mouth ◽  
Brand Commitment ◽  
Positive Word ◽  
Individual Values ◽  
Mediating Role ◽  
Perceived Values ◽  
Word Of Mouth Communication ◽  
Positive Word Of Mouth ◽  
The Impact ◽  
The Relationship

Congruity of brand and individual values is the degree of fit or similarity between consumers' personal values and the perceived values of a certain brand. In this study, we took Huawei as the test brand and investigated 525 consumers in 30 countries to examine whether congruity of brand and individual values influences consumer word-of-mouth communication in an international context. The results show that (a) brand commitment played a mediating role in the effect of brand–individual values congruity on word of mouth, (b) the consistency of a brand's practices and its values (brand behavior congruity) moderated the relationship between brand–individual values congruity and the consumers' brand commitment, and (c) brand behavior congruity moderated the mediating role of brand commitment in the relationship between values congruity and positive word of mouth. Our findings provide insight into the impact of values congruity for consumers.

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