An empirical analysis of the antecedents of electronic commerce service continuance

被引:914
作者
Bhattacherjee, A [1 ]
机构
[1] Arizona State Univ, Coll Business, Sch Accounting & Informat Management, Tempe, AZ 85287 USA
关键词
IS use; continuance; customer satisfaction; customer relationship management; expectation-confirmation theory; technology acceptance model;
D O I
10.1016/S0167-9236(01)00111-7
中图分类号
TP18 [人工智能理论];
学科分类号
081104 ; 0812 ; 0835 ; 1405 ;
摘要
This paper examines key drivers of consumers' intention to continue using business-to-consumer e-commerce services. Multiple theoretical perspectives are synthesized to hypothesize a model of continuance behavior, which is then empirically tested using a field survey of online brokerage (OLB) users. Salient results include: (1) consumers' continuance intention is determined by their satisfaction with initial service use, their perceived usefulness of service use, and the interaction between perceived usefulness and loyalty incentives for service use, and (2) satisfaction and perceived usefulness are both predicted by consumers' confirmation of expectations from initial service use. Implications of these findings for e-commerce firms contemplating customer relationship management (CRM) initiatives are discussed. (C) 2001 Elsevier Science B.V. All rights reserved.
引用
收藏
页码:201 / 214
页数:14
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