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Exploring stickiness intention of B2C online shopping malls: A perspective from information quality

Zheshi Bao (Business School, Hohai University, Nanjing, China)
Taozhen Huang (School of Public Administration, Hohai University, Nanjing, Jiangsu, China)

International Journal of Web Information Systems

ISSN: 1744-0084

Article publication date: 18 June 2018

1071

Abstract

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.

Keywords

Citation

Bao, Z. and Huang, T. (2018), "Exploring stickiness intention of B2C online shopping malls: A perspective from information quality", International Journal of Web Information Systems, Vol. 14 No. 2, pp. 177-192. https://doi.org/10.1108/IJWIS-10-2017-0071

Publisher

:

Emerald Publishing Limited

Copyright © 2018, Emerald Publishing Limited

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