IDEAS home Printed from https://ideas.repec.org/a/aic/revebs/y2012i9iconaruc.html
   My bibliography  Save this article

Modeling The Key Role Of Overall Satisfaction With The Online Buying Process In Determinig Behavioral Loyalty Intentions

Author

Listed:
  • Claudia ICONARU

    (The Bucharest University of Economic Studies)

Abstract

Overall satisfaction with the online buying process was assumed to be a strong predictor of three behavioral loyalty intentions: repurchasing online, recommending online buying to referent groups and patronizing online buying over traditional buying. These hypotheses were tested using a PLS-based structural equation modeling. The results of the analysis indicate similar and strong path coefficients between overall satisfaction and consumers’ intention to purchase online and consumers’ intention to recommend online buying. These findings yield interesting results: a satisfied consumer is willing not only to repurchase online but also to recommend this alternative way of buying to his friends,colleagues and relatives. However, the path coefficient between overall satisfaction and consumers’ intention to patronize online buying was lower, indicating a moderate effect of overall satisfaction on patronizing. The behavioral intentions were treated separately since I assumed the existence of different strength relationships between overall satisfaction and these three behavioral intentions. Moreover, overall satisfaction was decomposed in three transaction specific satisfactions, according to a three stage online buying process: prepurchase stage satisfaction, purchase stage satisfaction and post-purchase stage satisfaction. Satisfaction was constructed as a second order formative latent variable of all three dimensions. The reliability of the measures was assessed with composite reliability, constructs’ Cronbach’s Alpha and AVE. The convergent and divergent validity of the measures were also tested using various approaches. The implications of the empirical research were further stated.

Suggested Citation

  • Claudia ICONARU, 2012. "Modeling The Key Role Of Overall Satisfaction With The Online Buying Process In Determinig Behavioral Loyalty Intentions," Review of Economic and Business Studies, Alexandru Ioan Cuza University, Faculty of Economics and Business Administration, issue 9, pages 75-92, June.
    • Handle: RePEc:aic:revebs:y:2012:i:9:iconaruc
    as

    Download full text from publisher

    File URL: http://rebs.feaa.uaic.ro/articles/pdfs/129.pdf
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Choi, Jayoung & Geistfeld, Loren V., 2004. "A cross-cultural investigation of consumer e-shopping adoption," Journal of Economic Psychology, Elsevier, vol. 25(6), pages 821-838, December.
    2. Westbrook, Robert A, 1980. "Intrapersonal Affective Influences on Consumer Satisfaction with Products," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 7(1), pages 49-54, June.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Zeelenberg, Marcel & Pieters, Rik, 2004. "Beyond valence in customer dissatisfaction: A review and new findings on behavioral responses to regret and disappointment in failed services," Journal of Business Research, Elsevier, vol. 57(4), pages 445-455, April.
    2. Shiu, Edward & Walsh, Gianfranco & Hassan, Louise M. & Parry, Sara, 2015. "The direct and moderating influences of individual-level cultural values within web engagement: A multi-country analysis of a public information website," Journal of Business Research, Elsevier, vol. 68(3), pages 534-541.
    3. Babin, Barry J. & Griffin, Mitch, 1998. "The nature of satisfaction: An updated examination and analysis," Journal of Business Research, Elsevier, vol. 41(2), pages 127-136, February.
    4. Faqih, Khaled M.S., 2016. "An empirical analysis of factors predicting the behavioral intention to adopt Internet shopping technology among non-shoppers in a developing country context: Does gender matter?," Journal of Retailing and Consumer Services, Elsevier, vol. 30(C), pages 140-164.
    5. Mouillot, Philippe & Pupion, Pierre-Charles, 2017. "Ecosystem-based Artefacts as a Source of Loyalty at the French Valley of the Monkeys," Ecological Economics, Elsevier, vol. 141(C), pages 106-118.
    6. Shi, Yani & Sia, Choon Ling & Chen, Huaping, 2013. "Leveraging social grouping for trust building in foreign electronic commerce firms: An exploratory study," International Journal of Information Management, Elsevier, vol. 33(3), pages 419-428.
    7. Rahman Ummeh Habiba Faria Benteh & Zafar Muhammad Khubaib, 2020. "Factors Influencing Uber Adoption In Bangladesh And Pakistan," Open Economics, De Gruyter, vol. 3(1), pages 86-97, January.
    8. Heinz Hollenstein & Martin Woerter, 2004. "The Decision to Adopt Internet-based E-Commerce. An Empirical Analysis Based on Swiss Firm-level Data," KOF Working papers 04-89, KOF Swiss Economic Institute, ETH Zurich.
    9. Kos Koklic, Mateja & Kukar-Kinney, Monika & Vida, Irena, 2022. "Consumers’ de-ownership as a predictor of dark-side digital acquisition behavior: Moderating role of moral intensity and collectivism," Journal of Business Research, Elsevier, vol. 138(C), pages 108-116.
    10. Armstrong, J Scott, 1991. "Prediction of Consumer Behavior by Experts and Novices," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 18(2), pages 251-256, September.
    11. Ioana Nicoleta ABRUDAN Author- Workplace-Name: BabeÈ™-Bolyai University, 400091, Romania, 2016. "Gender And Shopping Behavior Outcomes In The Context Of Shopping Centers," EcoForum, "Stefan cel Mare" University of Suceava, Romania, Faculty of Economics and Public Administration - Economy, Business Administration and Tourism Department., vol. 5(Special I), pages 1-11, august.
    12. Driediger, Fabian & Bhatiasevi, Veera, 2019. "Online grocery shopping in Thailand: Consumer acceptance and usage behavior," Journal of Retailing and Consumer Services, Elsevier, vol. 48(C), pages 224-237.
    13. Vera Martínez Jorge, 2013. "Atributos de calidad del servicio de la telefonía móvil para clientes mexicanos y su impacto en la satisfacción y en la lealtad hacia la marca," Contaduría y Administración, Accounting and Management, vol. 58(3), pages 39-63, julio-sep.
    14. Sakiyama, Ryo & Dony Dahana, Wirawan & Baumann, Chris & Ye, Mingqi, 2023. "Cross-industrial study on satisfaction-commitment-PWOM linkage: The role of competition, consumption visibility, and service relationship," Journal of Business Research, Elsevier, vol. 160(C).
    15. Park, Kyuseon & Park, Jin-Woo, 2018. "The effects of the servicescape of airport transfer amenities on the behavioral intentions of transfer passengers: A case study on Incheon International Airport," Journal of Air Transport Management, Elsevier, vol. 72(C), pages 68-76.
    16. Zeelenberg, M. & Pieters, R., 1999. "On service delivery that might have been : Behavioral responses to disappointment and regret," Other publications TiSEM 6596c484-f332-4f60-a96a-3, Tilburg University, School of Economics and Management.
    17. Clemes, Michael D. & Gan, Christopher & Zhang, Junli, 2014. "An empirical analysis of online shopping adoption in Beijing, China," Journal of Retailing and Consumer Services, Elsevier, vol. 21(3), pages 364-375.
    18. Julsrud, Dr. Tom Erik & Krogstad, Dr. Julie Runde, 2020. "Is there enough trust for the smart city? exploring acceptance for use of mobile phone data in oslo and tallinn," Technological Forecasting and Social Change, Elsevier, vol. 161(C).
    19. Agyeiwaah, Elizabeth & Adongo, Raymond & Dimache, Alexandru & Wondirad, Amare, 2016. "Make a customer, not a sale: Tourist satisfaction in Hong Kong," Tourism Management, Elsevier, vol. 57(C), pages 68-79.
    20. Subero-Navarro, à urea & Pelegrín-Borondo, Jorge & Reinares-Lara, Eva & Olarte-Pascual, Cristina, 2022. "Proposal for modeling social robot acceptance by retail customers: CAN model + technophobia," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).

    More about this item

    Keywords

    online buying; transaction-specific satisfaction; overall satisfaction; loyalty; structural equation modelling;
    All these keywords.

    JEL classification:

    • L81 - Industrial Organization - - Industry Studies: Services - - - Retail and Wholesale Trade; e-Commerce
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:aic:revebs:y:2012:i:9:iconaruc. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sireteanu Napoleon-Alexandru (email available below). General contact details of provider: https://edirc.repec.org/data/feaicro.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.