IDEAS home Printed from https://ideas.repec.org/a/eee/joreco/v44y2018icp71-81.html
   My bibliography  Save this article

Drivers of user loyalty intention and commitment to a search engine: An exploratory study

Author

Listed:
  • Sirdeshmukh, Deepak
  • Ahmad, Norita B.
  • Khan, M. Sajid
  • Ashill, Nicholas J.

Abstract

Based on consumer value and technology usage research, we propose a conceptual model linking search engine performance to search engine value, user satisfaction with the search engine and search engine reputation for innovation, and ultimately to user loyalty intention and commitment. The results of a study based on data collected from search engine users provide support for a majority of proposed relationships. Functional performance of the search engine affected search engine value. Value was found to be a full mediator of the relationship between functional performance and user satisfaction and between functional performance and reputation for innovation. Aesthetic performance did not affect search engine value but did have a significant effect on reputation for innovation. User satisfaction and search engine reputation for innovation, included as backward looking and forward looking antecedents respectively, influenced user loyalty intention and commitment as anticipated. Implications of the results are discussed and future research avenues are offered.

Suggested Citation

  • Sirdeshmukh, Deepak & Ahmad, Norita B. & Khan, M. Sajid & Ashill, Nicholas J., 2018. "Drivers of user loyalty intention and commitment to a search engine: An exploratory study," Journal of Retailing and Consumer Services, Elsevier, vol. 44(C), pages 71-81.
    • Handle: RePEc:eee:joreco:v:44:y:2018:i:c:p:71-81
    DOI: 10.1016/j.jretconser.2018.06.002
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0969698917304289
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jretconser.2018.06.002?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Abou Nabout, Nadia & Skiera, Bernd, 2012. "Return on Quality Improvements in Search Engine Marketing," Journal of Interactive Marketing, Elsevier, vol. 26(3), pages 141-154.
    2. Babin, Barry J & Darden, William R & Griffin, Mitch, 1994. "Work and/or Fun: Measuring Hedonic and Utilitarian Shopping Value," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 20(4), pages 644-656, March.
    3. Luc Wathieu, 2004. "Consumer Habituation," Management Science, INFORMS, vol. 50(5), pages 587-596, May.
    4. Vuylsteke, Alexander & Wen, Zhong & Baesens, Bart & Poelmans, Jonas, 2010. "Consumers' Search for Information on the Internet: How and Why China Differs from Western Europe," Journal of Interactive Marketing, Elsevier, vol. 24(4), pages 309-331.
    5. Ronald T. Cenfetelli & Izak Benbasat & Sameh Al-Natour, 2008. "Addressing the What and How of Online Services: Positioning Supporting-Services Functionality and Service Quality for Business-to-Consumer Success," Information Systems Research, INFORMS, vol. 19(2), pages 161-181, June.
    6. Kunz, Werner & Schmitt, Bernd & Meyer, Anton, 2011. "How does perceived firm innovativeness affect the consumer?," Journal of Business Research, Elsevier, vol. 64(8), pages 816-822, August.
    7. Toni Ahlqvist & Ville Valovirta & Torsti Loikkanen, 2012. "Innovation policy roadmapping as a systemic instrument for forward-looking policy design," Science and Public Policy, Oxford University Press, vol. 39(2), pages 178-190, March.
    8. Nelson, Philip, 1974. "Advertising as Information," Journal of Political Economy, University of Chicago Press, vol. 82(4), pages 729-754, July/Aug..
    9. Bolton, Ruth N & Drew, James H, 1991. "A Multistage Model of Customers' Assessments of Service Quality and Value," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 17(4), pages 375-384, March.
    10. Jörg Henseler & Marko Sarstedt, 2013. "Goodness-of-fit indices for partial least squares path modeling," Computational Statistics, Springer, vol. 28(2), pages 565-580, April.
    11. Sarv Devaraj & Ming Fan & Rajiv Kohli, 2002. "Antecedents of B2C Channel Satisfaction and Preference: Validating e-Commerce Metrics," Information Systems Research, INFORMS, vol. 13(3), pages 316-333, September.
    12. Sung S. Kim & Naresh K. Malhotra, 2005. "A Longitudinal Model of Continued IS Use: An Integrative View of Four Mechanisms Underlying Postadoption Phenomena," Management Science, INFORMS, vol. 51(5), pages 741-755, May.
    13. Tobias Kollmann & Christina Suckow, 2008. "Sustaining the brand idea in electronic environments," International Journal of Business Environment, Inderscience Enterprises Ltd, vol. 2(2), pages 153-167.
    14. Rangaswamy, Arvind & Giles, C. Lee & Seres, Silvija, 2009. "A Strategic Perspective on Search Engines: Thought Candies for Practitioners and Researchers," Journal of Interactive Marketing, Elsevier, vol. 23(1), pages 49-60.
    15. Crosby, Lawrence A & Taylor, James R, 1983. "Psychological Commitment and Its Effects on Post-Decision Evaluation and Preference Stability among Voters," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 9(4), pages 413-431, March.
    16. Viswanath Venkatesh & Fred D. Davis, 2000. "A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies," Management Science, INFORMS, vol. 46(2), pages 186-204, February.
    17. Morgan-Thomas, Anna & Veloutsou, Cleopatra, 2013. "Beyond technology acceptance: Brand relationships and online brand experience," Journal of Business Research, Elsevier, vol. 66(1), pages 21-27.
    18. Sung S. Kim & Naresh K. Malhotra & Sridhar Narasimhan, 2005. "Research Note—Two Competing Perspectives on Automatic Use: A Theoretical and Empirical Comparison," Information Systems Research, INFORMS, vol. 16(4), pages 418-432, December.
    19. Clay M. Voorhees & Michael K. Brady & Roger Calantone & Edward Ramirez, 2016. "Discriminant validity testing in marketing: an analysis, causes for concern, and proposed remedies," Journal of the Academy of Marketing Science, Springer, vol. 44(1), pages 119-134, January.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Ni Wayan Masri & Jun-Jer You & Athapol Ruangkanjanases & Shih-Chih Chen, 2021. "The Effects of Customer Learning and Shopping Value on Intention Purchase and Reuse in a Digital Market: The Institutional Trust–Commitment Perspective," Sustainability, MDPI, vol. 13(8), pages 1-25, April.
    2. Pedro Cuesta-Valiño & Pablo Gutiérrez-Rodríguez & Cristina Loranca-Valle, 2021. "Sustainable Management of Sports Federations: The Indirect Effects of Perceived Service on Member’s Loyalty," Sustainability, MDPI, vol. 13(2), pages 1-24, January.
    3. Ingo Knuth & Janina Masuhr, 2023. "Decision Drivers for Search Engine Usage – The Mediating and Moderating Role of Lock-in Effects," International Journal of Business and Management, Canadian Center of Science and Education, vol. 16(10), pages 1-86, February.
    4. Ghanbarpour, Tohid & Gustafsson, Anders, 2022. "How do corporate social responsibility (CSR) and innovativeness increase financial gains? A customer perspective analysis," Journal of Business Research, Elsevier, vol. 140(C), pages 471-481.
    5. Malika Bendechache & Sergej Svorobej & Patricia Takako Endo & Adrian Mihai & Theo Lynn, 2021. "Simulating and Evaluating a Real-World ElasticSearch System Using the RECAP DES Simulator," Future Internet, MDPI, vol. 13(4), pages 1-12, March.
    6. Perengki Susanto & Mohammad Enamul Hoque & Verselly Nisaa & Md Asadul Islam & Yusniza Kamarulzaman, 2023. "Predicting m-Commerce Continuance Intention and Price Sensitivity in Indonesia by Integrating of Expectation-Confirmation and Post-acceptance Model," SAGE Open, , vol. 13(3), pages 21582440231, July.
    7. Asian Business Consortium & Hasan, Mohammad Abid, 2019. "Factors Affecting on Users’ Intentions toward 4G Mobile Services in Bangladesh," OSF Preprints hft45, Center for Open Science.
    8. Yuen Yee Yen* & Wan Fahmy Wan Rasdi & Devinaga A. P. Rasiah & Suganthi A. P Ramasamy, 2018. "Key Determinants of Smart Phone Brand Loyalty," The Journal of Social Sciences Research, Academic Research Publishing Group, pages 724-733:2.
    9. Maria Francisca Blasco Lopez & Nuria Recuero Virto & Sonia San-Martín, 2018. "Local Food Shopping: Factors Affecting Users’ Behavioural E-Loyalty," Administrative Sciences, MDPI, vol. 8(3), pages 1-20, August.
    10. Kurtmollaiev, Seidali & Lervik-Olsen, Line & Andreassen, Tor W., 2022. "Competing through innovation: Let the customer judge!," Journal of Business Research, Elsevier, vol. 153(C), pages 87-101.

    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. Kiljae Lee & Kyung Young Lee & Lorn Sheehan, 2020. "Hey Alexa! A Magic Spell of Social Glue?: Sharing a Smart Voice Assistant Speaker and Its Impact on Users’ Perception of Group Harmony," Information Systems Frontiers, Springer, vol. 22(3), pages 563-583, June.
    2. Talwar, Shalini & Dhir, Amandeep & Khalil, Ashraf & Mohan, Geetha & Islam, A.K.M. Najmul, 2020. "Point of adoption and beyond. Initial trust and mobile-payment continuation intention," Journal of Retailing and Consumer Services, Elsevier, vol. 55(C).
    3. Ciuchita, Robert & Mahr, Dominik & Odekerken-Schröder, Gaby, 2019. "“Deal with it”: How coping with e-service innovation affects the customer experience," Journal of Business Research, Elsevier, vol. 103(C), pages 130-141.
    4. Broekhuizen, Thijs L.J. & Jager, Wander, 2004. "A conceptual model of channel choice: measuring online and offline shopping value perceptions," Research Report 04F04, University of Groningen, Research Institute SOM (Systems, Organisations and Management).
    5. Escobar-Rodríguez, T. & Carvajal-Trujillo, E., 2014. "Online purchasing tickets for low cost carriers: An application of the unified theory of acceptance and use of technology (UTAUT) model," Tourism Management, Elsevier, vol. 43(C), pages 70-88.
    6. repec:dgr:rugsom:04f04 is not listed on IDEAS
    7. Nascimento, Bruno & Oliveira, Tiago & Tam, Carlos, 2018. "Wearable technology: What explains continuance intention in smartwatches?," Journal of Retailing and Consumer Services, Elsevier, vol. 43(C), pages 157-169.
    8. Zhenhui Jiang & Izak Benbasat, 2007. "Research Note---Investigating the Influence of the Functional Mechanisms of Online Product Presentations," Information Systems Research, INFORMS, vol. 18(4), pages 454-470, December.
    9. Escobar-Rodríguez, Tomás & Carvajal-Trujillo, Elena, 2013. "Online drivers of consumer purchase of website airline tickets," Journal of Air Transport Management, Elsevier, vol. 32(C), pages 58-64.
    10. Kang, Young Sik & Min, Jinyoung & Kim, Jeoungkun & Lee, Heeseok, 2013. "Roles of alternative and self-oriented perspectives in the context of the continued use of social network sites," International Journal of Information Management, Elsevier, vol. 33(3), pages 496-511.
    11. Hyeon Jo & Youngsok Bang, 2023. "RETRACTED ARTICLE: Factors influencing continuance intention of participants in crowdsourcing," Palgrave Communications, Palgrave Macmillan, vol. 10(1), pages 1-13, December.
    12. Lee, Kyootai & Yan, Aihua & Joshi, Kailash, 2011. "Understanding the dynamics of users’ belief in software application adoption," International Journal of Information Management, Elsevier, vol. 31(2), pages 160-170.
    13. Severin Oesterle & Arne Buchwald & Nils Urbach, 2022. "Investigating the co-creation of IT consulting service value: empirical findings of a matched pair analysis," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(2), pages 571-597, June.
    14. Lo, Ada & Qu, Hailin, 2015. "A theoretical model of the impact of a bundle of determinants on tourists’ visiting and shopping intentions: A case of mainland Chinese tourists," Journal of Retailing and Consumer Services, Elsevier, vol. 22(C), pages 231-243.
    15. 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.
    16. Morgan-Thomas, Anna & Veloutsou, Cleopatra, 2013. "Beyond technology acceptance: Brand relationships and online brand experience," Journal of Business Research, Elsevier, vol. 66(1), pages 21-27.
    17. Gansser, Oliver Alexander & Reich, Christina Stefanie, 2021. "A new acceptance model for artificial intelligence with extensions to UTAUT2: An empirical study in three segments of application," Technology in Society, Elsevier, vol. 65(C).
    18. Mutlu Yuksel Avcilar & Akin Alkevli, 2017. "The Antecedents of Mobile Repurchasing Intentions: An Empirical Investigation among Turkish Mobile Shoppers," International Journal of Business and Management, Canadian Center of Science and Education, vol. 12(3), pages 105-105, February.
    19. Han-Jen Niu & Fei-Hsu Sun Hung & Po-Ching Lee & Yensen Ni & Yuhsin Chen, 2023. "Eco-Friendly Transactions: Exploring Mobile Payment Adoption as a Sustainable Consumer Choice in Taiwan and the Philippines," Sustainability, MDPI, vol. 15(24), pages 1-18, December.
    20. Ramzi El-Haddadeh, 0. "Digital Innovation Dynamics Influence on Organisational Adoption: The Case of Cloud Computing Services," Information Systems Frontiers, Springer, vol. 0, pages 1-15.
    21. Ana Isabel Polo Peña & Dolores María Frías Jamilena & Miguel Ángel Rodríguez Molina, 2017. "The effects of perceived value on loyalty: the moderating effect of market orientation adoption," Service Business, Springer;Pan-Pacific Business Association, vol. 11(1), pages 93-116, March.

    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:eee:joreco:v:44:y:2018:i:c:p:71-81. 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: Catherine Liu (email available below). General contact details of provider: https://www.journals.elsevier.com/journal-of-retailing-and-consumer-services .

    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.