Influencing factors of customer loyalty in mobile payment: A consumption value perspective and the role of alternative attractiveness

Zhang, Qi; Richardson, Christopher; Wang, Yuling

doi:10.1016/j.jretconser.2023.103302

Cited by 28 publications

(14 citation statements)

References 140 publications

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“…In the meantime, every single value has a separate and varying impact under a particular circumstance [ 79 ]. The publication of TCV has offered a useful tool for the following researchers in customer value [ 82 , 83 ]. It has been successfully adopted and expanded to various contexts to theorise consumers’ behaviour, including information systems [ 83 , 84 ], green products [ 85 , 86 ], mobile-based services [ 87 ] or tourism [ 74 , 81 ].…”

Section: Literature Reviewmentioning

confidence: 99%

“…The publication of TCV has offered a useful tool for the following researchers in customer value [ 82 , 83 ]. It has been successfully adopted and expanded to various contexts to theorise consumers’ behaviour, including information systems [ 83 , 84 ], green products [ 85 , 86 ], mobile-based services [ 87 ] or tourism [ 74 , 81 ]. In the live-streaming background, Singh et al [ 16 ] adopted TCV to assess the determinants that drive the continued use of live-streaming service, and they defined perceived value as the live-streaming service’s overall utility value that a customer perceives based on the cost-benefit trade-off.…”

Section: Literature Reviewmentioning

confidence: 99%

“…Functional value in TCV is described as a product or service’s value that is related to its salient functional attributes and is reflected in its physical performance [ 83 ]. In live-streaming, functional value is acquired from its salient functionalities, such as the lively exhibition of the product, real-time response to customers’ requests, and a convenient check-out system [ 6 , 9 ].…”

Section: Research Model and Hypothesismentioning

confidence: 99%

See 2 more Smart Citations

Consumers purchase intention in live-streaming e-commerce: A consumption value perspective and the role of streamer popularity

Zhang,

Wang,

Ariffin

2024

PLoS ONE

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The rapid development of live-streaming e-commerce has driven billions of sales revenues and made customers’ purchase intention a life-and-death issue for sellers. This study examines the influencing factors of customers’ purchase intention from a value perspective by adopting and extending the Theory of Consumption Values (TCV). We also incorporated streamer popularity as a moderating variable to reveal its significant impact on live-streaming e-commerce. This study collected 457 valid online questionnaires from Chinese live-streaming e-commerce users. Our findings show that five of six consumption values, namely functional, social, emotional, conditional, and self-gratification value, are significant drivers of purchase intention. In addition, streamer popularity has strengthened the influence of functional, social, emotional, and self-gratification value on purchase intention. This study deepens the current understanding of live-streaming and customer value research by establishing and validating a comprehensive research model, and reveals the decisive role of multi-dimensional value and streamer popularity in live-streaming industry. The research findings could guide live-streaming merchants to increase sales by reallocating their resources to different consumption values and optimising their investment strategy in popular streamers.

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Section: Literature Reviewmentioning

confidence: 99%

Section: Literature Reviewmentioning

confidence: 99%

Section: Research Model and Hypothesismentioning

confidence: 99%

See 1 more Smart Citation

Consumers purchase intention in live-streaming e-commerce: A consumption value perspective and the role of streamer popularity

Zhang,

Wang,

Ariffin

2024

PLoS ONE

Self Cite

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“…Meanwhile, The empirical study results by Zhang et al, (2023) and Saputra & Natalia, (2021) show that customers' loyalty is determined by satisfaction and Hossain & Suchy, (2013) research focused on six factors that develope satisfaction such as communication, price structure, value-added service, convenience, salespromotions and customer service. The result shows that five factors have positive correlations with customer loyalty.…”

Section: Service Quality Sastisfaction and Loyaltymentioning

confidence: 99%

Exploring the Impact of Trust on Customer Loyalty in the Telecommunication Industry

Saputra,

Yulfiswandi

2023

JBSMR

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This study explores the impact of brand experience, service quality, customer satisfaction, and trust on customer loyalty within the mobile telecommunications sector in Batam City. The participants of this research were residents of Batam who utilized cellular telecommunications services. Data was collected through an online questionnaire via Google Forms, targeting 300 respondents who were customers of mobile telecommunications services. The data analysis revealed several key findings: 1. A significant positive relationship exists between brand experience and customer loyalty. 2. Service quality is strongly linked to customer satisfaction. 3. There is a notable connection between brand experience and customer trust. 4. Customer satisfaction significantly influences customer loyalty.5. Service quality indirectly affects customer loyalty through customer satisfaction. 6. Interestingly, the study found no direct significant relationship between trust and loyalty, nor between brand experience and loyalty when mediated by trust. These results suggest that while brand experience, trust, and customer satisfaction are important factors influencing loyalty, trust does not directly contribute to building customer loyalty, nor does brand experience impact loyalty through trust. Moreover, maintaining high service quality is emphasized as a fundamental requirement for telecommunications service providers. This research provides valuable insights into the dynamics of customer loyalty in the mobile telecommunications context, offering practical implications for businesses in this industry aiming to enhance their customer retention strategies.

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“…Previous researchers have examined the influence of self-efficacy, perceived trust, attitude, and convenience on behavioral intentions to use mobile payments [12], [15]- [16]. However, there is still a lack of studies examining the influence of subjective norms, perceived ease of use, perceived usefulness, and perceived COVID-19 risk on behavioral intentions to use mobile banking in Malaysia [15]- [17], especially among rural residents in Malaysia [18].…”

Section: Introductionmentioning

confidence: 99%

Factors Affecting Behavioral Intention to Use Mobile Banking Among Malaysian Rural Residents

2024

Journal of Southwest Jiaotong University

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Malaysia has been a successful developing country and is establishing itself as a developed nation, focusing on a strong economy and a high living standard. Malaysia has also enhanced its digital technology, encompassing everything from robotics to artificial intelligence. Since 96.8 % of Malaysia's total population of 34 million is connected to the internet and the use of mobile internet users in Malaysia is forecasted to increase between 2.6 million users by 2028, the use of mobile banking will also continue to grow, especially in rural parts of Malaysia. Mobile banking will help rural communities increase their financial accessibility and push the country toward digitalization. Based on a review of past literature, this study aimed to investigate the possible relationships that may exist between variables such as subjective norm, perceived ease of use, perceived usefulness, and perceived COVID-19 risk on behavioral intention to use mobile banking among Malaysian rural residents. Another goal of the study was to discuss the implications of the research findings that will benefit policy makers. A total of 200 respondents answered the questionnaire distributed to residents of Kuala Selangor, Malaysia. The results of this study found that perceived ease of use, perceived usefulness, and perceived COVID-19 risk had significant positive relationships with behavioral intention to use mobile banking. The scientific novelty of this research is that the subjective norm was insignificant.

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Influencing factors of customer loyalty in mobile payment: A consumption value perspective and the role of alternative attractiveness

Cited by 28 publications

References 140 publications

Consumers purchase intention in live-streaming e-commerce: A consumption value perspective and the role of streamer popularity

Consumers purchase intention in live-streaming e-commerce: A consumption value perspective and the role of streamer popularity

Exploring the Impact of Trust on Customer Loyalty in the Telecommunication Industry

Factors Affecting Behavioral Intention to Use Mobile Banking Among Malaysian Rural Residents

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