IDEAS home Printed from https://ideas.repec.org/a/taf/tjisxx/v16y2007i6p780-792.html
   My bibliography  Save this article

Online consumer retention: contingent effects of online shopping habit and online shopping experience

Author

Listed:
  • Mohamed Khalifa
  • Vanessa Liu

Abstract

In this study, we further develop the information systems continuance model in the context of online shopping, using a contingency theory that accounts for the roles of online shopping habit and online shopping experience. Specifically, we argue and empirically demonstrate that although conceptually distinct, online shopping habit and online shopping experience have similar effects on repurchase intention. They both have positive mediated effects through satisfaction and moderate the relationship between satisfaction and online repurchase intention. The results of a survey study involving 122 online customers provide strong support for our research model. We also identify after-sale service, transaction efficiency, security, convenience, and cost savings as important online shopping usefulness drivers. Theoretical and practical implications include establishing a contingency theory to more fully explain online customer retention as well as guidelines for development of customer relationship management initiatives.

Suggested Citation

  • Mohamed Khalifa & Vanessa Liu, 2007. "Online consumer retention: contingent effects of online shopping habit and online shopping experience," European Journal of Information Systems, Taylor & Francis Journals, vol. 16(6), pages 780-792, December.
    • Handle: RePEc:taf:tjisxx:v:16:y:2007:i:6:p:780-792
    DOI: 10.1057/palgrave.ejis.3000711
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1057/palgrave.ejis.3000711
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1057/palgrave.ejis.3000711?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.

    Citations

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


    Cited by:

    1. Kareem M. Selem & Muhammad Haroon Shoukat & Syed Asim Shah & Marianny Jessica Brito Silva, 2023. "The dual effect of digital communication reinforcement drivers on purchase intention in the social commerce environment," Palgrave Communications, Palgrave Macmillan, vol. 10(1), pages 1-12, December.
    2. Chidera C. Ugwuanyi & Chukwunonso Oraedu & Chuka U. Ifediora & Ernest E. Izogo & Simplice A. Asongu & Ikechukwu J. Attamah, 2022. "Understanding drivers of self-service technologies (SSTs) satisfaction and marketing bottom lines: Evidence from Nigeria," Working Papers of the African Governance and Development Institute. 22/025, African Governance and Development Institute..
    3. Nazir, Sajjad & Khadim, Sahar & Ali Asadullah, Muhammad & Syed, Nausheen, 2023. "Exploring the influence of artificial intelligence technology on consumer repurchase intention: The mediation and moderation approach," Technology in Society, Elsevier, vol. 72(C).
    4. Hwai-Shuh Shieh & Shu-Chen Lin, 2023. "The Influence of a Celebrity Chef on Customer Repurchase Behavior: Empirical Study of Taiwan’s F&B Industry During COVID-19 Pandemic," SAGE Open, , vol. 13(2), pages 21582440231, May.
    5. Ho Trong Nghia & Bui Thi Thanh & Diep Quoc Bao, 2017. "The relationship between satisfaction, trust and repurchase intention: examining the moderating role of word of mouth," HO CHI MINH CITY OPEN UNIVERSITY JOURNAL OF SCIENCE - ECONOMICS AND BUSINESS ADMINISTRATION, HO CHI MINH CITY OPEN UNIVERSITY JOURNAL OF SCIENCE, HO CHI MINH CITY OPEN UNIVERSITY, vol. 7(2), pages 111-124.
    6. Zhe, Lv & Jie, Wu & Yuan, He, 2023. "The effect of place attachment of geographical indication agricultural products on repurchase intention," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
    7. Ioan-Sebastian Brumă & Cristina Cautisanu & Lucian Tanasă & Simona-Roxana Ulman & Meda Gâlea & Alexandra Raluca Jelea, 2024. "Does the payment method matter in online shopping behaviour? Study on the Romanian market of vegetables during the pandemic crisis," Agricultural Economics, Czech Academy of Agricultural Sciences, vol. 70(1), pages 34-47.
    8. Chen, Lele & Jing, Kunpeng & Mei, Yupeng, 2024. "The effect of consumption goals on review helpfulness: Behavioral and eye-tracking research," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
    9. Shalini Srivastava & Nidhi Singh, 2023. "An integrated model predicting customers’ continuance behavioral intention and recommendations of users: a study on mobile payment in emerging markets," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(2), pages 236-254, June.
    10. Zohra Ghali-Zinoubi, 2023. "Online Retailers’ Perceived Ethics and Consumer Repetitive Purchases Under the Moderating Role of Reputation: A Commitment-Trust Theory Perspective," SAGE Open, , vol. 13(4), pages 21582440231, November.
    11. Jessica Müller-Pérez & Ángel Acevedo-Duque & Pilar Valenzuela Rettig & Elizabeth Emperatriz García-Salirrosas & Mirtha Mercedes Fernández-Mantilla & Sandra Sofía Izquierdo-Marín & Rina Álvarez-Becerra, 2023. "Consumer Behavior after COVID-19: Interpersonal Influences, eWOM and Digital Lifestyles in More Diverse Youths," Sustainability, MDPI, vol. 15(8), pages 1-13, April.
    12. Sharma, Neeru & Fatima, Johra Kayeser, 2024. "Influence of perceived value on omnichannel usage: Mediating and moderating roles of the omnichannel shopping habit," Journal of Retailing and Consumer Services, Elsevier, vol. 77(C).
    13. Nima Jalali & Sangkil Moon & Moon-Yong Kim, 2023. "Profiling diverse reviewer segments using online reviews of service industries," Journal of Marketing Analytics, Palgrave Macmillan, vol. 11(2), pages 130-148, June.

    More about this item

    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:taf:tjisxx:v:16:y:2007:i:6:p:780-792. 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.

    We have no bibliographic references for this item. You can help adding them by using 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: Chris Longhurst (email available below). General contact details of provider: http://www.tandfonline.com/tjis .

    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.