IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v14y2022i22p14894-d969432.html
   My bibliography  Save this article

Understanding the Antecedents of Use of E-Commerce and Consumers’ E-Loyalty in Saudi Arabia Amid the COVID-19 Pandemic

Author

Listed:
  • Fahad Ali Algamash

    (Administrative and Technology Department, Applied College, King Khalid University, Abha 62529, Saudi Arabia)

  • Munir Shehu Mashi

    (Department of Business Management, Federal University Dutsin-Ma, Dutsin-Ma 821101, Nigeria)

  • Mohammad Nurul Alam

    (Department of Management, Faculty of Business Administration, University of Tabuk, Tabuk 47512, Saudi Arabia)

Abstract

Customer loyalty is a critical factor for any business’ long-term profitability and growth. Despite the rapid expansion and prominence of e-commerce, businesses still face challenges in attaining customers’ e-loyalty. The objective of this paper is to uncover the numerous factors that have an impact on e-loyalty. The data were gathered from 334 students from various universities in Saudi Arabia. With the aid of structural equation modeling (SEM), the hypotheses were examined. The findings support the links between effect expectation, social influence, and facilitating conditions on the use of e-commerce (UEC). However, the linkage between perceived risk and performance expectations on the UEC is not supported. In addition, the UEC predicts e-commerce satisfaction, and e-commerce satisfaction predicts e-loyalty. The paper also supports the UEC and e-commerce satisfaction as mediators. Importantly, the e-commerce experience is supported as a moderator of the connection between e-commerce satisfaction and e-loyalty. The paper recommends that online businesses assess the three constructs of effect expectation, social influence, and facilitating condition that are positively associated with the UEC. Various implications, both theoretical and practical, are highlighted.

Suggested Citation

  • Fahad Ali Algamash & Munir Shehu Mashi & Mohammad Nurul Alam, 2022. "Understanding the Antecedents of Use of E-Commerce and Consumers’ E-Loyalty in Saudi Arabia Amid the COVID-19 Pandemic," Sustainability, MDPI, vol. 14(22), pages 1-19, November.
  • Handle: RePEc:gam:jsusta:v:14:y:2022:i:22:p:14894-:d:969432
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/14/22/14894/pdf
    Download Restriction: no

    File URL: https://www.mdpi.com/2071-1050/14/22/14894/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Fernández-Bonilla, Fernando & Gijón, Covadonga & De la Vega, Bárbara, 2022. "E-commerce in Spain: Determining factors and the importance of the e-trust," Telecommunications Policy, Elsevier, vol. 46(1).
    2. Lingming Chen & Md. Salamun Rashidin & Fei Song & Yi Wang & Sara Javed & Jian Wang, 2021. "Determinants of Consumer’s Purchase Intention on Fresh E-Commerce Platform: Perspective of UTAUT Model," SAGE Open, , vol. 11(2), pages 21582440211, June.
    3. Mohamed Khalifa & Moez Limayem & Vanessa Liu, 2002. "Online Customer Stickiness: A Longitudinal Study," Journal of Global Information Management (JGIM), IGI Global, vol. 10(3), pages 1-14, July.
    4. Omar, Suha & Mohsen, Kholoud & Tsimonis, Georgios & Oozeerally, Adam & Hsu, Jen-Hsien, 2021. "M-commerce: The nexus between mobile shopping service quality and loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
    5. repec:ucp:bkecon:9780226316529 is not listed on IDEAS
    6. Kim, Jiyoung & Jin, Byoungho & Swinney, Jane L., 2009. "The role of etail quality, e-satisfaction and e-trust in online loyalty development process," Journal of Retailing and Consumer Services, Elsevier, vol. 16(4), pages 239-247.
    7. Wajeeha Aslam & Annas Hussain & Kashif Farhat & Imtiaz Arif, 2020. "Underlying Factors Influencing Consumers’ Trust and Loyalty in E-commerce," Business Perspectives and Research, , vol. 8(2), pages 186-204, July.
    8. Loureiro, Sandra M.C. & Cavallero, Luisa & Miranda, Francisco Javier, 2018. "Fashion brands on retail websites: Customer performance expectancy and e-word-of-mouth," Journal of Retailing and Consumer Services, Elsevier, vol. 41(C), pages 131-141.
    9. Afshan Azam, 2015. "The effect of website interface features on e-commerce: an empirical investigation using the use and gratification theory," International Journal of Business Information Systems, Inderscience Enterprises Ltd, vol. 19(2), pages 205-223.
    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. Chun Lei & Md Sazzad Hossain & Elise Wong, 2023. "Determinants of Repurchase Intentions of Hospitality Services Delivered by Artificially Intelligent (AI) Service Robots," Sustainability, MDPI, vol. 15(6), pages 1-17, March.
    2. Heba E. Hassan, 2024. "The role of mobile shopping service quality in enhancing customers M-satisfaction, M-loyalty, and E-word of mouth," Future Business Journal, Springer, vol. 10(1), pages 1-14, December.
    3. Muhammad Asif Zaheer & Temoor Anjum & Julián Andrés Díaz Tautiva & Petra Heidler, 2024. "Digital Transformation of Enterprises to Enhance Sustainability: How Does the Reputation of Digital Applications Influence the Attributes of E-Commerce," Sustainability, MDPI, vol. 16(17), pages 1-18, August.
    4. Nour El Houda Ben Amor & Mohamed Nabil Mzoughi, 2023. "Do Millennials’ Motives for Using Snapchat Influence the Effectiveness of Snap Ads?," SAGE Open, , vol. 13(3), pages 21582440231, July.
    5. Nurul Fazleen Mohd Zariman & Norshima Humaidi & Muhammad Hafiz Abd Rashid, 2023. "Mobile commerce applications service quality in enhancing customer loyalty intention: mediating role of customer satisfaction," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(4), pages 649-663, December.
    6. Chetan A. Jhaveri & Jitendra M. Nenavani, 2020. "Evaluation of eTail Services Quality: AHP Approach," Vision, , vol. 24(3), pages 310-319, September.
    7. Isabelle Brun & Lova Rajaobelina & Line Ricard & Annick Fortin, 2017. "Impact of website characteristics on relationship quality: a comparison of banks financial cooperatives," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 22(4), pages 141-149, December.
    8. Al-Adwan, Ahmad Samed & Al-Debei, Mutaz M. & Dwivedi, Yogesh K., 2022. "E-commerce in high uncertainty avoidance cultures: The driving forces of repurchase and word-of-mouth intentions," Technology in Society, Elsevier, vol. 71(C).
    9. Christino, Juliana Maria Magalhães & Silva, Thaís Santos & Cardozo, Erico Aurélio Abreu & de Pádua Carrieri, Alexandre & de Paiva Nunes, Patricia, 2019. "Understanding affiliation to cashback programs: An emerging technique in an emerging country," Journal of Retailing and Consumer Services, Elsevier, vol. 47(C), pages 78-86.
    10. Shobeiri, Saeed & Laroche, Michel & Mazaheri, Ebrahim, 2013. "Shaping e-retailer’s website personality: The importance of experiential marketing," Journal of Retailing and Consumer Services, Elsevier, vol. 20(1), pages 102-110.
    11. Ehsan Fansuree Surin & Oswald Timothy Edward & Nurul Naziha Zuhir & Adli Khusman Abu & Noor Wahida Ashaari & Hayati Mardhiah Shuib, 2024. "The nature of the relationship between service quality and customer satisfaction among mobile users: Experience from Malaysia," Information Management and Business Review, AMH International, vol. 16(1), pages 195-203.
    12. Foroughi, Behzad & Nhan, Pham Viet & Iranmanesh, Mohammad & Ghobakhloo, Morteza & Nilashi, Mehrbakhsh & Yadegaridehkordi, Elaheh, 2023. "Determinants of intention to use autonomous vehicles: Findings from PLS-SEM and ANFIS," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
    13. Muhammad Umair Wattoo & Syed Muhammad Javed Iqbal, 2022. "Unhiding Nexus Between Service Quality, Customer Satisfaction, Complaints, and Loyalty in Online Shopping Environment in Pakistan," SAGE Open, , vol. 12(2), pages 21582440221, May.
    14. Shin, Jae Ik & Chung, Ki Han & Oh, Jae Sin & Lee, Chang Won, 2013. "The effect of site quality on repurchase intention in Internet shopping through mediating variables: The case of university students in South Korea," International Journal of Information Management, Elsevier, vol. 33(3), pages 453-463.
    15. Lu, Hsiao-Han & Chen, Ching-Fu & Tai, Yi-Wen, 2024. "Exploring the roles of vlogger characteristics and video attributes on followers’ value perceptions and behavioral intention," Journal of Retailing and Consumer Services, Elsevier, vol. 77(C).
    16. Arman Poureisa & Yuhanis Abdul Aziz & Siew-Imm Ng, 2024. "Swipe to Sustain: Exploring Consumer Behaviors in Organic Food Purchasing via Instagram Social Commerce," Sustainability, MDPI, vol. 16(6), pages 1-23, March.
    17. Zhu, Tengteng & Zhang, Lu & Zeng, Chuhong & Liu, Xin, 2022. "Rethinking value co-creation and loyalty in virtual travel communities: How and when they develop," Journal of Retailing and Consumer Services, Elsevier, vol. 69(C).
    18. Supratim Kundu & Swapnajit Chakraborti, 2022. "A comparative study of online consumer reviews of Apple iPhone across Amazon, Twitter and MouthShut platforms," Electronic Commerce Research, Springer, vol. 22(3), pages 925-950, September.
    19. Zuzana Svobodová & Jaroslava Rajchlová, 2020. "Strategic Behavior of E-Commerce Businesses in Online Industry of Electronics from a Customer Perspective," Administrative Sciences, MDPI, vol. 10(4), pages 1-24, October.
    20. Thakur, Rakhi, 2018. "Customer engagement and online reviews," Journal of Retailing and Consumer Services, Elsevier, vol. 41(C), pages 48-59.

    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:gam:jsusta:v:14:y:2022:i:22:p:14894-:d:969432. 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: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    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.