Search results

This study aims to examine the impact of cultural orientation on consumer perceptions regarding the ethics of online retailers (CPEOR), and to understand the influence of CPEOR on e‐loyalty intention.

The paper operationalizes Román's CPEOR scale and Triandis’ individuality and collectivism typology. A valid sample of 949 respondents is collected via an online survey.

Consumers with horizontal individualism, and with horizontal and vertical collectivism tend to hold higher perceptions of e‐retailers’ ethics. The higher consumers perceive positive CPEOR, the more they tend to purchase from the same online sellers.

Multinational enterprises must understand the possible effects of cultural context on consumer attitudes of e‐retailers’ ethics before they can create successful marketing strategies. Additionally, if e‐retailers maintain shopping situations where transactions are secure, private, and certain, e‐shoppers are more likely to be inspired to repurchase from the same vendors.

The CPEOR scale, which includes security, privacy, non‐deception and fulfillment dimension, is greater completeness to evaluate consumer perceptions of e‐retailers’ ethics than scales using a unidimensional approach. This study further examines both individualism and collectivism at the individual level, which is rare in the existing literature.

This study aims to examine the moderating role of customer engagement experiences in satisfaction–loyalty relationship in the digital business environment. This paper looks at mobile apps for shopping and travel planning to understand these relationships.

This paper includes the conceptualization and validation of the proposed relationship through multiple studies. An exploratory qualitative study was conducted to identify the relevant engagement experiences. Subsequently, multiple quantitative studies were conducted to examine the proposed relationships.

The effect of satisfaction on continuance intention is stronger among customers with higher levels of engagement. Further, the propensity to provide electronic word of mouth is non-linear in customers with higher levels of engagement and may not vary directly with satisfaction levels.

The findings of this study contribute to the emerging literature on customer engagement and mobile app-usage domains. Future studies may examine such a relationship in different businesses and on varied digital platforms.

The findings of this paper may provide actionable insights to marketers, giving them a mechanism to segment customers based on engagement levels and using discretion while focusing on satisfaction levels among different segments.

This study validates the proposed moderating role of customer engagement in the satisfaction–loyalty relationship. The non-linear relationship between satisfaction and loyalty is also demonstrated.

This study aims to examine the impact of perceived risk dimensions, confirmation, perceived usefulness and perceived ease of use on user satisfaction and their continuance intention to use mobile payments across Vietnam based on the extended technology continuance theory (TCT).

This study used an online questionnaire-based survey design to collect data from 417 respondents using judgmental and snowball sampling techniques. The respondents in this survey are personal users of mobile payments across Vietnam. Data analyses and hypothesis testing were carried out using the partial least squares structural equation modeling.

The findings demonstrate that physical risk, time loss risk, opportunity cost risk, confirmation, perceived ease of use and perceived usefulness are important elements influencing consumers’ satisfaction toward continuance intentions to use mobile payment services. Satisfaction is also significantly associated with continuance intentions to use mobile payments across Vietnam. Other relationships, including functional risk, social risk, financial risk and information risk are not significantly related to satisfaction. These results are expected to be useful for mobile payment service providers. Understanding the factors mentioned in this study enables mobile payment service providers to improve their offerings strategically and then motivate their clients to keep using mobile payments.

The work is among the very few bodies of empirical research to investigate the continuance intention to use mobile payments using the extended TCT by incorporating the various dimensions of perceived risk construct in the fintech sector to develop a research model for this study. Furthermore, combining with perceived risk dimensions, this study expands the TCT model’s mobile app to the fintech sector, and advances the understanding of the use of the extended TCT in the fintech sector and adds to the theory.