Online consumer retention: Contingent effects of online shopping habit and online shopping experience

Document Type

Article

Publication Date

1-1-2007

Abstract

In this study, we further develop the information systems continuance model in the context of online shopping, using a contingency theory that accounts for the roles of online shopping habit and online shopping experience. Specifically, we argue and empirically demonstrate that although conceptually distinct, online shopping habit and online shopping experience have similar effects on repurchase intention. They both have positive mediated effects through satisfaction and moderate the relationship between satisfaction and online repurchase intention. The results of a survey study involving 122 online customers provide strong support for our research model. We also identify after-sale service, transaction efficiency, security, convenience, and cost savings as important online shopping usefulness drivers. Theoretical and practical implications include establishing a contingency theory to more fully explain online customer retention as well as guidelines for development of customer relationship management initiatives. © 2007 Operational Research Society Ltd. All rights reserved.

Identifier

37249028590 (Scopus)

Publication Title

European Journal of Information Systems

External Full Text Location

https://doi.org/10.1057/palgrave.ejis.3000711

e-ISSN

14769344

ISSN

0960085X

First Page

780

Last Page

792

Issue

6

Volume

16

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