This paper examines key drivers of consumers' intention to continue using business-to-consumer e-commerce services. Multiple theoretical perspectives are synthesized to hypothesize a model of continuance behavior, which is then empirically tested using a field survey of online brokerage (OLB) users. Salient results include: (1) consumers' continuance intention is determined by their satisfaction with initial service use, their perceived usefulness of service use, and the interaction between perceived usefulness and loyalty incentives for service use, and (2) satisfaction and perceived usefulness are both predicted by consumers' confirmation of expectations from initial service use. Implications of these findings for e-commerce firms contemplating customer relationship management (CRM) initiatives are discussed.

/pdf/an-empirical-analysis-of-the-antecedents-of-electronic-7dvdh3yi91.pdf

An empirical analysis of the antecedents of electronic commerce service continuance

The purpose of this study is to clarify the theoretical problem and identify factors that could explain the level of continuance intentions towards e-shopping. It aims to propose a revised technology acceptance model that integrates expectation confirmation theory to measure age differences with regard to continuance intentions towards e-shopping in Saudi Arabia. Design/methodology/approach: The sample (n=465) consists of 68.8 per cent women and 31.4 per cent men, 348 younger than 35 years old and 117 older than 35. A structural equation model confirms model fit. The model explains 65 per cent of the intention to continue shopping online. Findings- Perceived usefulness, enjoyment, and subjective norms are determinants of online shopping continuance. The structural weights are mostly equivalent between the young and old groups, but the regression path from subjective norms to perceived usefulness is not invariant, with that relationship being stronger for the younger respondents. Research limitations/implications- The research findings imply that usefulness and subjective norm contribute to continuance intentions to some extent, but it is enjoyment that leads to a higher level of continuance intentions. Online strategies cannot ignore either the direct or the indirect effects on continuance intentions in Saudi Arabia. Originality/value- The paper adds to the understudied area of online shopping continuance intentions in the Arab World in general, and Saudi Arabia in particular, by examining the effects of usefulness, enjoyment, and subjective norms on continuance intentions. © Emerald Group Publishing Limited.

Antecedents of continuance intentions towards e-shopping: The case of Saudi Arabia

Purpose – The purpose of this study is to propose a model of e‐shopping continuance intentions that incorporates the revised technology acceptance model and expectation confirmation theory and evaluates the expanded model in a new context: Saudi Arabia.Design/methodology/approach – The 465‐respondent sample consists of internet users in Saudi Arabia. A structural equation model confirms model fit.Findings – Perceived usefulness, enjoyment, and social pressure are determinants of online shopping continuance in Saudi Arabia. Both male and female groups are equivalent. The structural weights are also largely equivalent, but the regression paths from perceived usefulness to continuous intention are not invariant between men and women. Notwithstanding that the study finds few differences between men's and women's e‐shopping behaviour, the findings for women are important because of the special role that e‐shopping can play in Muslim countries, including Saudi Arabia where there are cultural and legal restricti...

What drives consumers' continuance intention to e-shopping?: Conceptual framework and managerial implications in the case of Saudi Arabia

Original article can be found at: http://www.business-and-management.org/ Published under the CC-BY license, Creative Commons license. [Full text of this article is not available in the UHRA]

Determinants of customer continuance intention of online shopping : The case of Saudi Arabia

This study proposes a revised technology acceptance model that integrates expectation confirmation theory to measure gender differences with regard to continuance online shopping intentions in Saudi Arabia. The sample consists of 650 female respondents. A structural equation model confirms model fit. Perceived enjoyment, usefulness, and subjective norms are determinants of online shopping continuance in Saudi Arabia. High and low online spenders among women in Saudi Arabia are equivalent. The structural weights are also largely equivalent, but the regression paths from perceived site quality to perceived usefulness is not invariant between high and low e-shoppers in Saudi Arabia. This research moves beyond online shopping intentions and includes factors affecting online shopping continuance. The research model explains 60% of the female respondents’ intention to continue shopping online. Online strategies cannot ignore either the direct and indirect spending differences on continuance intentions, and the model can be generalized across Saudi Arabia.

https://www.business-and-management.org/library/2010/5_1--30-47-Al-maghrabi,Dennis.pdf

Driving online shopping: Spending and behavioral differences among women in Saudi Arabia

Customer relationship management demands that you understand which customers create profits and those that destroy it. However this is just not enough if you want stay in business in the long term. This paper explores how customer management solutions based on a scaleable data warehouse and a strategy to couple profitability measurements with predictive modeling can create sustained competitive advantage. Historic profitability measures just don’t measure profitability — financial accounting systems fail the test. You need something to replace them that can actually support the business and the business decisions that must be made.

Michael Meltzer

Papers

Customer Profitability — Information just isn’t enough