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Article
Publication date: 1 June 2021

Felicita Davis, Manoj Britto Francis Gnanasekar and Satyanarayana Parayitam

The present study is aimed at examining the antecedents of online shopping user behavior and customer satisfaction. More specifically, (1) the effect of social influence…

Abstract

Purpose

The present study is aimed at examining the antecedents of online shopping user behavior and customer satisfaction. More specifically, (1) the effect of social influence, variety seeking behavior, advertising and convenience on user behavior, and (2) the effect of user behavior on customer satisfaction are examined.

Design/methodology/approach

A conceptual model is developed and tested after verifying the psychometric properties of the survey instrument. Data were collected from 556 respondents from three major cities (Hyderabad, Chennai and Bangalore) in the southern part of India using structured instrument. Hierarchical regression is performed. Measurement model was checked using structural equation modeling (Lisrel package).

Findings

The results reveal that (1) social influence, (2) variety seeking, (3) advertising, (4) convenience, (5) trust and (6) product factors were positively related to online user behavior. Results also show that user behavior is significantly and positively related to customer satisfaction. The hierarchical regression results also showed moderating effects of (1) trust in the relationship between social influence, variety seeking and user behavior, and (2) product factors in the relationship between advertising, convenience and user behavior. Finally, results suggest that user behavior is partially mediating the relationship between trust and customer satisfaction, i.e. trust has both direct and indirect effect on customer satisfaction.

Research limitations/implications

As with any survey-based research, the present study suffers from the problems associated with self-report measures viz., common method bias and social desirability bias. However, the authors attempted to minimize these limitations by following appropriate statistical techniques.

Practical implications

This study contributes to both practicing managers and the literature on advertising. The study suggests that trust and product play a major role in strengthening the relationship between antecedents and user behavior.

Originality/value

This study provides new insights about the importance of gaining trust in influencing consumer behavior. The conceptual model the authors developed is novel in the sense not many studies are available in India to empirically examine the moderating relationships of trust and product in consumer behavior.

Details

South Asian Journal of Marketing, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2719-2377

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Book part
Publication date: 10 December 2015

Dekar Urumsah

The concept and practice of e-services has become essential in business transactions. Yet there are still many organizations that have not developed e-services optimally…

Abstract

The concept and practice of e-services has become essential in business transactions. Yet there are still many organizations that have not developed e-services optimally. This is especially relevant in the context of Indonesian Airline companies. Therefore, many airline customers in Indonesia are still in doubt about it, or even do not use it. To fill this gap, this study attempts to develop a model for e-services adoption and empirically examines the factors influencing the airlines customers in Indonesia in using e-services offered by the Indonesian airline companies. Taking six Indonesian airline companies as a case example, the study investigated the antecedents of e-services usage of Indonesian airlines. This study further examined the impacts of motivation on customers in using e-services in the Indonesian context. Another important aim of this study was to investigate how ages, experiences and geographical areas moderate effects of e-services usage.

The study adopts a positivist research paradigm with a two-phase sequential mixed method design involving qualitative and quantitative approaches. An initial research model was first developed based on an extensive literature review, by combining acceptance and use of information technology theories, expectancy theory and the inter-organizational system motivation models. A qualitative field study via semi-structured interviews was then conducted to explore the present state among 15 respondents. The results of the interviews were analysed using content analysis yielding the final model of e-services usage. Eighteen antecedent factors hypotheses and three moderating factors hypotheses and 52-item questionnaire were developed. A focus group discussion of five respondents and a pilot study of 59 respondents resulted in final version of the questionnaire.

In the second phase, the main survey was conducted nationally to collect the research data among Indonesian airline customers who had already used Indonesian airline e-services. A total of 819 valid questionnaires were obtained. The data was then analysed using a partial least square (PLS) based structural equation modelling (SEM) technique to produce the contributions of links in the e-services model (22% of all the variances in e-services usage, 37.8% in intention to use, 46.6% in motivation, 39.2% in outcome expectancy, and 37.7% in effort expectancy). Meanwhile, path coefficients and t-values demonstrated various different influences of antecedent factors towards e-services usage. Additionally, a multi-group analysis based on PLS is employed with mixed results. In the final findings, 14 hypotheses were supported and 7 hypotheses were not supported.

The major findings of this study have confirmed that motivation has the strongest contribution in e-services usage. In addition, motivation affects e-services usage both directly and indirectly through intention-to-use. This study provides contributions to the existing knowledge of e-services models, and practical applications of IT usage. Most importantly, an understanding of antecedents of e-services adoption will provide guidelines for stakeholders in developing better e-services and strategies in order to promote and encourage more customers to use e-services. Finally, the accomplishment of this study can be expanded through possible adaptations in other industries and other geographical contexts.

Details

E-services Adoption: Processes by Firms in Developing Nations
Type: Book
ISBN: 978-1-78560-709-7

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Article
Publication date: 20 January 2020

Pintu Shah and Anuja Agarwal

For a good number of Indians, their smartphone is their first digital computing device. They have less experience in dealing with the Internet-enabled device and hence…

Abstract

Purpose

For a good number of Indians, their smartphone is their first digital computing device. They have less experience in dealing with the Internet-enabled device and hence less experience in handling security threats like malware as compared to users of other countries who have gone through the learning curve of handling such security threats using other Internet-enabled devices such as laptop and desktop. Because of this, the inexperienced Indian smartphone user may be vulnerable to Internet-related security breaches, as compared to the citizens of developed economies. Hence, it is essential to understand the attitude, behaviour and security practices of smartphone users in India. Limited research is available about the security behaviour of smartphone users in India as the majority of research in this domain is done outside India.

Design/methodology/approach

In this empirical study, the researchers identified 28 cybersecurity behaviours and practices through a survey of relevant literature. An online survey of identified cybersecurity behaviours and practices was administered to 300 smartphone users. Frequency analysis of the respondent data was done to understand the adoption of recommended cybersecurity behaviours and practices. Pearson’s chi-square with 5% level of significance has been used to test the hypotheses. Post hoc analysis with Bonferroni correction was conducted for statistically significant associations.

Findings

Overall, the respondents did not exhibit good cybersecurity behaviour. Respondents have adopted some of the most popular security features of the smartphone such as the use of screen lock. However, respondents have not adopted or are not aware of the technical security controls such as encryption and remote wipe. Statistically significant differences were found between the cybersecurity behaviour and practices and independent variables such as gender, age, mobile operating system (OS) and mother tongue. Respondents reported high level of motivation to protect their device and data, whereas they reported moderate level of threat awareness and the ability to protect to their device and data. Results of the comparative analysis with a similar study in China and the USA are also reported in this study.

Research limitations/implications

The main limitations of this study are as follows: the respondents' perceptions about their cybersecurity behaviours and practices were measured as opposed to their actual behaviours and practices and the generalizability of the study is limited because the sample size is small as compared to the total number of smartphone users in India.

Practical implications

The findings of this study may be useful for the design of effective cybersecurity prevention and intervention programs for general smartphone users of India.

Originality/value

This study provides an insight about cybersecurity behaviour of smartphone users in India. To the knowledge of the researchers, this is the first study to collect such quantitative data of smartphone users in India for a better understanding of the cybersecurity behaviours and practices. This study identified 28 cybersecurity behaviours and practices, which smartphone users should follow to improve cybersecurity.

Details

Information & Computer Security, vol. 28 no. 2
Type: Research Article
ISSN: 2056-4961

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Article
Publication date: 3 February 2020

Yanfeng Zhang, Yali Liu, Wenzhuo Li, Lihui Peng and Cong Yuan

This paper aims to discuss major influencing factors causing users’ mobile social media fatigue and divides them into three hierarchies, including causal factors…

Abstract

Purpose

This paper aims to discuss major influencing factors causing users’ mobile social media fatigue and divides them into three hierarchies, including causal factors, intermediary factors and outcome factors. The study also sorts out connections between different levels of factors, thus providing effective guidance for the sustained development of social media.

Design/methodology/approach

Based on the grounded theory and by collecting data through in-depth interviews, the authors use open coding, axial coding and selective coding to analyze major influencing factors of users’ mobile social media fatigue, build a model using the software NVivo 11, organize and analyze mobile social media fatigue behavior and identify the relationships by combining the interpretive structural model and explore connections among the factors.

Findings

The influencing factors of mobile social media fatigue behavior conform with the stressors-strains-outcomes (SSO) theoretical framework, where stressors (S) include the five factors of fear of missing out, perceived overload, compulsive use, time cost and privacy concerns; strains (S) include the five factors of a low sense of achievement, emotional anxiety, reduced interest, social concerns and emotional exhaustion; outcomes (O) include the six factors of neglect behavior, diving behavior, avoidance behavior, tolerance behavior, withdrawal behavior and substitution behavior.

Research limitations/implications

It focuses on the discussion of the interactions between users’ stressors, strains and outcomes without fully considering the impact of social environment and educational background on social media fatigue behavior. This study only focuses on one social media platform in the Chinese context, namely, WeChat. We reply on the qualitative research method to construct the relationships between social media fatigue factors because we were mainly interested in how users would respond psychologically and emotionally to social media fatigue behavior.

Practical implications

The study has extended the application of the SSO theory. Additionally, the research method and model used in this paper may serve as guidelines to other interested scholars who intend to explore relevant variables and conduct further research on the influencing factors of social media fatigue. In analyzing the causality of social media fatigue, the study has integrated the intermediary factor strain to display users’ strains from social media stress with a more detailed path discussion on the causality of social media fatigue, which has not received broad attention in previous research literature on social networking services users’ use.

Social implications

In this study, text data are collected in a diversity of forms combined, allowing respondents to answer questions without being limited by the questions in the questionnaire, which helped us to identify new variables of social media fatigue. As a result, we were able to dig out the fundamental causes of social media fatigue and potential connections between the factors. Relevant scholars, users and businesses may analyze, manage and forecast users’ social media fatigue behavior by analyzing the type of social media stress and users’ state, providing guidance for the proposal of corresponding management strategies.

Originality/value

Most relevant studies focus on the sustained use of social media, and there is a scarcity of studies on social media fatigue in China. There is very limited research that conducts model analysis of social media fatigue through the integration of stressors, strains and outcomes.

Details

Information Discovery and Delivery, vol. 48 no. 2
Type: Research Article
ISSN: 2398-6247

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Article
Publication date: 2 June 2020

Rika Butler

There is a need for behavioural research within the smartphone context to better understand usersbehaviour, as it is one of the reasons for the proliferation of mobile…

Abstract

Purpose

There is a need for behavioural research within the smartphone context to better understand usersbehaviour, as it is one of the reasons for the proliferation of mobile threats. This study aims to identify the human factors that affect smartphone users’ threat avoidance behaviour.

Design/methodology/approach

A structured literature review (SLR) was applied to answer the research question. A total of 27 sources were analysed, from which 16 codes emerged. After synthesis, six themes transpired.

Findings

Six factors were identified as drivers and/or challenges of smartphone users’ threat avoidance behaviour, namely, knowledge and awareness, misconceptions and trust, cost and benefit considerations, carelessness, perceived measure effectiveness and the user’s perceived skills and efficacy.

Research limitations/implications

The results can encourage and provide a starting point for further research on human behaviour to improve smartphone user behaviour.

Practical implications

The mobile industry should focus on eradicating common misconceptions and undue trust in mobile security that is prevalent among smartphone users and make cost effective and usable interventions available. Training and awareness programs should be updated to include the factors that were identified in this study to affect smartphone users’ threat avoidance behaviour. In addition to improving users’ declarative knowledge concerning available smartphone measures and tools, procedural knowledge should also be improved to ensure proper use of available protective measures. Users should realise the importance of staying updated with evolving smartphone technology and associated threats.

Originality/value

This study acknowledges and supports the notion that addressing human behaviour is crucial in the fight against mobile threats. It addresses the need for behavioural research to analyse the factors that drive smartphone user behaviour. Furthermore, it uses and documents the use of a SLR, a research technique often unfamiliar among information security researchers.

Details

Information & Computer Security, vol. 28 no. 4
Type: Research Article
ISSN: 2056-4961

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Article
Publication date: 5 April 2013

Chyan Yang and Tsui‐Chuan Hsieh

The aim of this paper is to show that online learning behaviors are dictated by both personal characteristics and regional differences.

Abstract

Purpose

The aim of this paper is to show that online learning behaviors are dictated by both personal characteristics and regional differences.

Design/methodology/approach

Data were collected from 16,133 users in 25 regions of Taiwan. The paper examined usage behaviors by looking at 11 items of categorical variables about online learning. This study implemented a multi‐level latent class model to investigate online learning behavior patterns that exhibit regional differences.

Findings

The results showed that online learning patterns do exhibit regional differences, as the regional segments are dictated by the individual segments of different use patterns. For instance, the urban area segment comprised a higher proportion of members who are good at using the internet. The rural area segment made up a higher proportion of members who occasionally use the internet. Interestingly, rural users went online more often than urban users when in search of e‐learning or entertainment. On the other hand, the individual segments are dictated by users' personal characteristics. For instance, younger people are good at employing online learning and entertainment services. Moreover, those who use many types of online applications pay less respect to intellectual property rights than those who only use a few types of applications.

Originality/value

By using a massive amount of survey data to show regional differences in online learning behavior patterns, the findings herein will help internet service providers form an applicable guideline for developing service strategies of higher service satisfaction between products and users' needs.

Details

The Electronic Library, vol. 31 no. 2
Type: Research Article
ISSN: 0264-0473

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Article
Publication date: 12 June 2019

Low Sheau-Ting, Mastura Mohd Basri Baharan, Choong Weng-Wai and Wee Siaw-Chui

The purpose of this paper is to identify the preferred communication channels to foster energy conservation behaviour among office building users. Energy demand from the…

Abstract

Purpose

The purpose of this paper is to identify the preferred communication channels to foster energy conservation behaviour among office building users. Energy demand from the commercial sector in Malaysia is, at 33.2 per cent, the highest after the industry sector, at 45.1 per cent. The country’s progress in actively practising energy conservation is lacking, despite various energy conservation programmes having been launched in recent years. A large amount of energy is wasted by users’ poor energy conservation behaviour. To market voluntary energy conservation behaviour, the delivery of energy conservation messages using the appropriate communication channels remains an important strategy.

Design/methodology/approach

This paper involves two-stage data collection. The communication categories associated with a set of channels identified from expert interview serve as the basis for the second stage of empirical data gathering using conjoint analysis. A choice-based conjoint analysis assisted by Sawtooth Software is used to analyse the 525 usable empirical data gathered from a final questionnaire survey among the office building users in Malaysia.

Findings

This paper has identified five communication categories associated with a total of 19 channels. The mass media is acknowledged as the most preferred communication channel among office building users in the marketing of energy conservation behaviour, while the least preferred channel to communicate energy conservation information is audio-visual media.

Originality/value

This study contributes to existing literature with a novel case in Malaysia office building by identifying the preferred combination of communication channels in fostering energy conservation behaviour. The findings could benefit the building managers in marketing energy conservation behaviour among office building users to effectively achieve the desired change for sustainable development.

Details

Facilities , vol. 37 no. 13/14
Type: Research Article
ISSN: 0263-2772

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Article
Publication date: 29 March 2013

Tsui‐Chuan Hsieh, Keng‐Chieh Yang, Conna Yang and Chyan Yang

The purpose of this article is to investigate urban and rural differences for online activities and e‐payment behavior patterns.

Abstract

Purpose

The purpose of this article is to investigate urban and rural differences for online activities and e‐payment behavior patterns.

Design/methodology/approach

This study applied the MLCA model to investigate Internet usage patterns from 11 online applications among 10,909 Taiwan residents in 25 different regions.

Findings

The results showed that online behavior patterns exhibited regional differences, as the regional segments affected the individual segments of different use patterns. For instance, the urban area comprised a higher proportion of members who were accustomed to internet applications and skilled in online shopping by using a credit card. The rural area made up a higher proportion of members who only occasionally used online services. Moreover, rural region residents used other payment methods (excluding credit cards) more often than urban region residents. As expected, users’ personal characteristics also dictated the online behavior pattern. For instance, people with higher‐level income spent relatively more money for online shopping and often used various internet applications than others.

Practical implications

The findings herein should help Internet service providers form an applicable guideline for developing service strategies of higher service satisfaction regarding products and users’ needs.

Originality/value

This study implemented a multilevel latent class model to investigate online behavior patterns that exhibited urban and rural differences, with the goal of providing service providers an understanding and mastery of their target users.

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Article
Publication date: 10 August 2018

Sajad Shokouhyar, Seyed Hossein Siadat and Mojde Khazeni Razavi

The purpose of this paper is to focus on understanding how social influence and personality of individuals differentiate between users’ social network fatigue and…

Abstract

Purpose

The purpose of this paper is to focus on understanding how social influence and personality of individuals differentiate between users’ social network fatigue and discontinuance behavior. Furthermore, the most common discontinuance behavior among users was investigated.

Design/methodology/approach

The research model was tested with the data from 163 Instagram users based on online and offline surveys. The partial least squares method was used to test the proposed hypotheses of this study.

Findings

The results indicate that social influence affects users’ discontinuance behavior and social network fatigue. Social network fatigue is greater in users with higher reported social influence compared to those with a lower one. Moreover, in response to social network fatigue, users prefer to keep their activities under control instead of switching to alternative social network sites (SNSs) or a short break in social network activities.

Practical implications

By achieving a better understanding of users’ feeling and behaviors, social network providers may codify their strategies more efficiently.

Originality/value

The study is novel in exploring users’ SNS fatigue and their discontinuance behavior by integrating social influence and personality. The authors defined a new concept of effect of social influence on social network fatigue. Additionally, the authors examined which discontinuance behaviors in individuals were more prevalent.

Details

Aslib Journal of Information Management, vol. 70 no. 4
Type: Research Article
ISSN: 2050-3806

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Article
Publication date: 21 August 2017

Daphna Shwartz-Asher, Soon Ae Chun and Nabil R. Adam

A social media user behavior model is presented as a function of different user types, i.e. light and heavy users. The usersbehaviors are analyzed in terms of knowledge…

Abstract

Purpose

A social media user behavior model is presented as a function of different user types, i.e. light and heavy users. The usersbehaviors are analyzed in terms of knowledge creation, framing and targeting.

Design/methodological approach

Data consisting of 160,000 tweets by nearly 40,000 twitter users in the city of Newark (NJ, USA) were collected during the year 2014. An analysis was conducted to examine the hypothesis that different user types exhibit distinct behaviors driven from different motivations.

Findings

There are three important findings of this study. First, light users reuse existing content more often, while heavy and automated users create original content more often. Light users also use more sentiments than the heavy and automated users. Second, automated users frame more than heavy users, who frame more than light users. Third, light users tend to target a specific audience, while heavy and automated users broadcast to a general audience.

Research implications

Decision-makers can use this study to improve communication with their customers (the public) and allocate resources more effectively for better public services. For example, they can better identify subsets of users and then share and track specialized content to these subsets more effectively.

Originality/value

Despite the broad interest, there is insufficient research on many aspects of social media use, and very limited empirical research examining the relevance and impact of social media within the public sector. The social media user behavior model was established as a framework that can provide explanations for different social media knowledge behaviors exhibited by various subsets of users, in an e-government context.

Details

Transforming Government: People, Process and Policy, vol. 11 no. 3
Type: Research Article
ISSN: 1750-6166

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