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The Impact of Inertia as Mediator and Antecedent on Consumer Loyalty and Continuance Intention

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  • Donald Louis Amoroso

    (Auburn University Montgomery, College of Business, Montgomery, USA)

  • Pajaree Ackaradejruangsri

    (Ritsumeikan Asia Pacific University, College of International Management, Beppu, Japan)

  • Ricardo A. Lim

    (Asian Institute of Management, Makati, Philippines)

Abstract

This study builds on existing loyalty literature and theories, and extends to include consumer attitudes impact on continuous intention and loyalty based on relationship marketing and information systems. Three structural equation models built from a survey of 458 mobile Thai consumers revealed that inertia was the strongest factor among all constructs in predicting consumer loyalty and continuance intention, either as mediator or antecedent. Support was found for all of the hypothesized relationships for consumers using mobile wallet apps, except for the path between loyalty and continuance intention. Though the direct effects of consumer attitudes were more or less constant, satisfaction became insignificant when inertia acted as a mediator. As an antecedent to both consumer attitudes and satisfaction, inertia significantly increased the explanatory power of continuance intention and loyalty. This study provides new insights into factors that influence loyalty and continuance intention in the context of mobile wallet applications.

Suggested Citation

  • Donald Louis Amoroso & Pajaree Ackaradejruangsri & Ricardo A. Lim, 2017. "The Impact of Inertia as Mediator and Antecedent on Consumer Loyalty and Continuance Intention," International Journal of Customer Relationship Marketing and Management (IJCRMM), IGI Global, vol. 8(2), pages 1-20, April.
    • Handle: RePEc:igg:jcrmm0:v:8:y:2017:i:2:p:1-20
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    Cited by:

    1. Donald Amoroso & Ricardo Lim & Francisco L. Roman, 2021. "The Effect of Reciprocity on Mobile Wallet Intention: A Study of Filipino Consumers," International Journal of Asian Business and Information Management (IJABIM), IGI Global, vol. 12(2), pages 57-83, April.
    2. Donald Amoroso & Ricardo Lim & Jialiang Lei & Anupriya Saxena, 2023. "A Study of Satisfaction and Loyalty for Continuance Intention of Mobile Wallet in India," International Journal of E-Adoption (IJEA), IGI Global, vol. 15(1), pages 1-18, January.

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