The moderating effects of gender on customer satisfaction and continuance intention in mobile commerce: a UTAUT-based perspective

ABSTRACT The purpose of the study is to investigate the moderating effects of gender on proposed model relationships. In order to test the moderating effects of gender on the relationships of the model developed, multi-group SEM was applied. Performance expectancy was found to be the strongest predictor of satisfaction and comparative value was identified as the main driver of continuance intention. In addition, significant difference in attitudes between women and men were confirmed in the case of three out of ten effects. The originality of the study is its measurement of the moderating effects of gender on user satisfaction in relation to m-commerce and continuance intentions.

[1]  Anol Bhattacherjee,et al.  An empirical analysis of the antecedents of electronic commerce service continuance , 2001, Decis. Support Syst..

[2]  Anol Bhattacherjee,et al.  Understanding Information Systems Continuance: An Expectation-Confirmation Model , 2001, MIS Q..

[3]  Yi-Shun Wang,et al.  The conceptualization and measurement of m-commerce user satisfaction , 2004, Comput. Hum. Behav..

[4]  Juan Sánchez-Fernández,et al.  Role of gender on acceptance of mobile payment , 2014, Ind. Manag. Data Syst..

[5]  Choy-Har Wong,et al.  Mobile advertising: The changing landscape of the advertising industry , 2015, Telematics Informatics.

[6]  M KangJu-Young,et al.  In-store mobile usage , 2015 .

[7]  Namho Chung,et al.  Motivations and Use Context in Mobile Tourism Shopping: Applying Contingency and Task–Technology Fit Theories , 2015 .

[8]  Weiwei Wu,et al.  Understanding mobile shopping consumers' continuance intention , 2017, Ind. Manag. Data Syst..

[9]  Blanca López Catalán,et al.  What makes services customers say “buy it with a mobile phone”? , 2016 .

[10]  Kai Wang,et al.  Determinants of mobile value-added service continuance: The mediating role of service experience , 2015, Inf. Manag..

[11]  Yung-Ming Li,et al.  Building trust in m-commerce: contributions from quality and satisfaction , 2009, Online Inf. Rev..

[12]  Jing Zhu,et al.  A meta-analysis of mobile commerce adoption and the moderating effect of culture , 2012, Comput. Hum. Behav..

[13]  Peter H. Bloch,et al.  Post-purchase product satisfaction: Incorporating the effects of involvement and time , 1991 .

[14]  OoiKeng-Boon,et al.  Mobile social commerce , 2016 .

[15]  Kai-Yu Tang,et al.  Exploring the influential factors in continuance usage of mobile social Apps: Satisfaction, habit, and customer value perspectives , 2016, Telematics Informatics.

[16]  Ming-Chien Hung,et al.  An Examination of the Determinants of Mobile Shopping Continuance , 2012, Int. J. Electron. Bus. Manag..

[17]  Tao Zhou,et al.  Integrating TTF and UTAUT to explain mobile banking user adoption , 2010, Comput. Hum. Behav..

[18]  Sonia San Martín Gutiérrez,et al.  How can a mobile vendor get satisfied customers? , 2013, Ind. Manag. Data Syst..

[19]  WangKai.  Determinants of mobile value-added service continuance , 2015 .

[20]  Keng-Boon Ooi,et al.  Mobile social commerce: The booster for brand loyalty? , 2016, Comput. Hum. Behav..

[21]  Garry Wei-Han Tan,et al.  NFC mobile credit card: The next frontier of mobile payment? , 2014, Telematics Informatics.

[22]  Rosa E. Rios,et al.  The moderating effect of gender in the adoption of mobile banking , 2010 .

[23]  Dong-Hee Shin,et al.  Towards an understanding of the consumer acceptance of mobile wallet , 2009, Comput. Hum. Behav..

[24]  Ju-Young M. Kang,et al.  In-store mobile usage: Downloading and usage intention toward mobile location-based retail apps , 2015, Comput. Hum. Behav..

[25]  Garry Wei-Han Tan,et al.  Gender and age: Do they really moderate mobile tourism shopping behavior? , 2018, Telematics Informatics.

[26]  Hsin Hsin Chang,et al.  Consumer perception of interface quality, security, and loyalty in electronic commerce , 2009, Inf. Manag..

[27]  Francisco J. Liébana-Cabanillas,et al.  User behaviour in QR mobile payment system: the QR Payment Acceptance Model , 2015, Technol. Anal. Strateg. Manag..

[28]  HsiaoChun-Hua,et al.  Exploring the influential factors in continuance usage of mobile social Apps , 2016 .

[29]  Gordon B. Davis,et al.  User Acceptance of Information Technology: Toward a Unified View , 2003, MIS Q..

[30]  Sinda Agrebi,et al.  Explain the intention to use smartphones for mobile shopping , 2015 .

[31]  June Lu,et al.  Are personal innovativeness and social influence critical to continue with mobile commerce? , 2014, Internet Res..

[32]  Francisco J. Liébana-Cabanillas,et al.  Unobserved heterogeneity and the importance of customer loyalty in mobile banking , 2017, Technol. Anal. Strateg. Manag..

[33]  J. H. Davis,et al.  An Integrative Model Of Organizational Trust , 1995 .

[34]  Younghoon Chang,et al.  Determinants of continuance intention to use the smartphone banking services: An extension to the expectation-confirmation model , 2016, Ind. Manag. Data Syst..

[35]  Chao-Min Chiu,et al.  Factors affecting satisfaction and brand loyalty to smartphone systems: a perceived benefits perspective , 2018, Int. J. Mob. Commun..

[36]  Zoran Kalinic,et al.  Antecedents of customer satisfaction in mobile commerce: Exploring the moderating effect of customization , 2017, Online Inf. Rev..

[37]  Sajad Rezaei,et al.  Crafting experiential value via smartphone apps channel , 2017 .

[38]  Barbara L. Gross,et al.  Why we buy what we buy: A theory of consumption values , 1991 .

[39]  Edward Shih-Tse Wang,et al.  Why do customers utilize the internet as a retailing platform , 2009 .

[40]  Chen-Ying Lee,et al.  The relationship between attitude toward using and customer satisfaction with mobile application services: An empirical study from the life insurance industry , 2015, J. Enterp. Inf. Manag..

[41]  George D. Deitz,et al.  Antecedents and consequences of consumers' comparative value assessments across the relationship life cycle , 2013 .

[42]  Wei-Jaw Deng,et al.  The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services , 2009, Comput. Hum. Behav..

[43]  Garry Wei-Han Tan,et al.  Mobile technology acceptance model: An investigation using mobile users to explore smartphone credit card , 2016, Expert Syst. Appl..

[44]  Alain Yee-Loong Chong,et al.  Predicting m-commerce adoption determinants: A neural network approach , 2013, Expert Syst. Appl..

[45]  Youjae Yi,et al.  Customer value co-creation behavior: scale development and validation , 2013 .

[46]  Zoran Kalinic,et al.  International Journal of Information Management , 2016 .

[47]  Yi-Shun Wang,et al.  An examination of the determinants of customer loyalty in mobile commerce contexts , 2006, Inf. Manag..

[48]  Fred D. Davis.  Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology , 1989, MIS Q..

[49]  Zhiying Liu,et al.  Understanding mobile payment users' continuance intention: a trust transfer perspective , 2018, Internet Res..

[50]  GaoLingling,et al.  Understanding consumers' continuance intention towards mobile purchase , 2015 .

[51]  Lingling Gao,et al.  Understanding consumers' continuance intention towards mobile purchase: A theoretical framework and empirical study - A case of China , 2015, Comput. Hum. Behav..

[52]  Per E. Pedersen,et al.  Explaining intention to use mobile chat services: moderating effects of gender , 2005 .

[53]  C. Fornell,et al.  Evaluating structural equation models with unobservable variables and measurement error. , 1981 .

[54]  Alain Yee-Loong Chong,et al.  Understanding Mobile Commerce Continuance Intentions: An Empirical Analysis of Chinese Consumers , 2013, J. Comput. Inf. Syst..

[55]  Gregory J. Brush,et al.  Comparing the Perceived Value of Information and Entertainment Mobile Services , 2008 .

[56]  Zhaohua Deng,et al.  The health information seeking and usage behavior intention of Chinese consumers through mobile phones , 2015, Inf. Technol. People.

[57]  Tiago Oliveira,et al.  Exploring the influential factors of continuance intention to use mobile Apps: Extending the expectation confirmation model , 2018, Information Systems Frontiers.

[58]  Mohammed-Issa Riad Mousa Jaradat,et al.  Assessing the moderating effect of gender differences and individualism-collectivism at individual-level on the adoption of mobile commerce technology: TAM3 perspective☆ , 2015 .

[59]  OoiKeng-Boon,et al.  Mobile technology acceptance model , 2016 .