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A dual-factor model of loyalty to IT product – The case of smartphones

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  • Lin, Tung-Ching
  • Huang, Shiu-Li
  • Hsu, Chieh-Ju

Abstract

This study proposes a dual-factor model to study the factors driving consumer loyalty to IT products. This model was developed on the basis of expectation–confirmation model (ECM) and status quo bias (SQB) theory from both dedication–constraint perspective and cognition–affect perspective. Smartphones were chosen as the study context. A survey study was conducted to examine the proposed model and hypotheses. Our findings provide strong support for the proposed model. The dedication factors of satisfaction and relative advantage of incumbent, as well as the constraint factors of inertia and switching cost significantly influence consumers’ intentions to rebuy and continue to use IT products. The constraint factor inertia influences the dedication factor satisfaction. This study demonstrates the cognition–affect–behavior loyalty phases by considering both dedication and constraint factors. The proposed model helps IT vendors devise proper strategies to build customer loyalty.

Suggested Citation

  • Lin, Tung-Ching & Huang, Shiu-Li & Hsu, Chieh-Ju, 2015. "A dual-factor model of loyalty to IT product – The case of smartphones," International Journal of Information Management, Elsevier, vol. 35(2), pages 215-228.
    • Handle: RePEc:eee:ininma:v:35:y:2015:i:2:p:215-228
    DOI: 10.1016/j.ijinfomgt.2015.01.001
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    6. Fang, Jiaming & Shao, Yunfei & Wen, Chao, 2016. "Transactional quality, relational quality, and consumer e-loyalty: Evidence from SEM and fsQCA," International Journal of Information Management, Elsevier, vol. 36(6), pages 1205-1217.
    7. Muhammad Iskandar Hamzah, 2024. "Fear of COVID-19 disease and QR-based mobile payment adoption: a protection motivation perspective," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 29(3), pages 946-963, September.
    8. Linda Seduram & Abdullah Al Mamun & Anas A. Salameh & Selvan Perumal & Hasnizam Shaari, 2022. "Predicting Smartphone Brand Loyalty Using Four-Stage Loyalty Model," SAGE Open, , vol. 12(2), pages 21582440221, May.
    9. Wang, Wei-Tsong & Ou, Wei-Ming & Chen, Wen-Yin, 2019. "The impact of inertia and user satisfaction on the continuance intentions to use mobile communication applications: A mobile service quality perspective," International Journal of Information Management, Elsevier, vol. 44(C), pages 178-193.

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