Music streaming characteristics and emotional consumption as determinants of consumer satisfactions and intention to purchase

Hsu, Chiehwen Ed; Raj, Yeshwant S.; Sandy, Bob

doi:10.7903/cmr.20647

Cited by 7 publications

(13 citation statements)

References 90 publications

(146 reference statements)

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“…background music) can generate both positive and negative emotions. Previous study found that only positive emotions will affect purchase intention (Hsu et al, 2021). Similarly, product offerings and price are not the predictor of satisfaction because too many products offered with different price tags might create confusion to customers.…”

Section: Data Analysis and Findingsmentioning

confidence: 93%

Factors that Influence Customer Purchase Intention: A Case of Shopping Mall Customers

Othman¹,

Bahaldin²,

Rahman³

et al. 2022

IJARBSS

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Customer purchase depends on various factors including the context where the purchase takes place. Customer purchase through online platforms differs greatly from customer purchase that takes place at physical premises. Even at the physical premises, the extent of purchase might vary depending on the products offered, the environment, the value received by customers and the price charged by the retailers. The present study is important to identify factors that lead to customer purchase intention by looking at selected factors consisting of products offered, the environment, the value received by customers and the price charged. These factors are hypothesized to influence customer satisfaction that will subsequently lead to purchase intention. This study used correlational research design to answer the research question. Using a hierarchical regression analysis to analyze 157 responses collected via online survey from customers at a particular mall in Malaysia, the findings indicate that price and product offerings are directly related to purchase intention and customer satisfaction does not mediate the relationship between these factors and purchase intention. The findings contribute to the existing body knowledge in terms of the factors the influence purchase intention among customers of a shopping mall. Future studies are encouraged to confirm the findings of the present study using different study settings.

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Section: Data Analysis and Findingsmentioning

confidence: 93%

Factors that Influence Customer Purchase Intention: A Case of Shopping Mall Customers

Othman¹,

Bahaldin²,

Rahman³

et al. 2022

IJARBSS

View full text Add to dashboard Cite

show abstract

“…Regarding music streaming services, satisfaction is the evaluative belief that customers have the choice to use and buy music being streamed on websites or apps they consider reputable, they deem the right choice, and where they believe that the service provided fulfills their needs (Cronin et al, 2000;Khatib et al, 2019). Based on previous literature, in streaming services, positive emotions, and customer engagement can influence consumers' satisfaction levels (Gupta and Singharia, 2021;Hsu et al, 2021). Also, Khatib et al (2019) revealed that reliability and responsiveness, expressed as performance were significant to satisfaction (Khatib et al, 2019).…”

Section: Satisfactionmentioning

confidence: 98%

“…On the other hand, QSE impacts users' intentions to keep and order streaming services in the future, however, the association between satisfaction and intentions to keep and order streaming services weakens with habit strength (Gupta and Singharia, 2021). Therefore, some researchers have studied the influence of consumers' satisfaction on loyalty (or willingness to continue to subscribe) in the streaming services domain (Kondo et al, 2010;Khatib et al, 2019;Hsu et al, 2021). The user behavior-satisfaction-loyalty model is established to explain the trajectory of influence on loyalty and repurchase intention (from satisfaction to intention to continued future use) (Kondo et al, 2010) and can be predicted by consumer satisfaction (Khatib et al, 2019;Hsu et al, 2021).…”

Section: Qsementioning

confidence: 99%

“…Therefore, some researchers have studied the influence of consumers' satisfaction on loyalty (or willingness to continue to subscribe) in the streaming services domain (Kondo et al, 2010;Khatib et al, 2019;Hsu et al, 2021). The user behavior-satisfaction-loyalty model is established to explain the trajectory of influence on loyalty and repurchase intention (from satisfaction to intention to continued future use) (Kondo et al, 2010) and can be predicted by consumer satisfaction (Khatib et al, 2019;Hsu et al, 2021).…”

Section: Qsementioning

confidence: 99%

“…Also, Sinclair and Tinson (2017) and Danckwerts and Kenning (2019) proposed that music-based-psychological ownership is associated with users' willingness to choose paid services by using the psychological ownership theory improved by Pierce et al (2003). Hsu et al (2021) used the stimulus-organism-response theory (developed by Mehrabian and Russell, 1974) to propose that consumption emotion might only influence purchase intention by mediating consumer satisfaction, but cannot directly predict purchase intention (Hsu et al, 2021). Chang et al (2021) used the theory of streaming service acceptance and proposed that attitudes, injunctive norms, and perceived behavioral control, except descriptive norms, can predict people's intentions to subscribe to premium music streaming services (Chang et al, 2021).…”

Section: The Impact Of Qse On Satisfaction and Loyaltymentioning

confidence: 99%

See 2 more Smart Citations

The effect of quality of service experience on consumers' loyalty to music streaming services: Time pressure as a moderator

Zhang

Zhang²

2022

Front. Psychol.

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This study investigates how the quality of service experience (QSE) impacts users' satisfaction and loyalty to music streaming services. To this end, the sense of insufficient time to do things, a moderated mediation model, is adopted to examine the mediating role of satisfaction and the moderating role of time pressure from working. By using structural equation modeling, the results reveal that QSE is positively related to users' satisfaction and loyalty to music streaming services. The results also show that the QSE positively influences users' loyalty through satisfaction. Furthermore, time pressure, acting as a moderator, positively affects the relationship between QSE and satisfaction and the relationship between satisfaction and loyalty.

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How does involvement build loyalty towards music-streaming platforms? A multi-analytical SEM-ANN technique

Theadora

Amelia

Tan

et al. 2022

JPBM

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Purpose Given the acute competition between music-streaming platforms (MSPs), the purpose of this study is to identify the relational motivators of brand loyalty towards the MSP in terms of user-brand involvement, brand trust, brand engagement, brand recommendation and brand loyalty. Design/methodology/approach Cross-sectional quantitative data, gathered from a total of 340 eligible respondents via an online questionnaire survey, were empirically analysed and validated using a hybrid predictive-analytics structural equation modelling (SEM) and Artificial Neural Network (ANN) method. Findings The results of this study demonstrate that user-brand involvement promotes brand loyalty toward a MSP by fostering brand engagement, brand trust and positive word-of-mouth. SEM and ANN data comparison reveals good consistency. Research limitations/implications The generalizability of the research outcomes may be constrained, as this study only considers the data from a single country (i.e. Malaysia) and one music streaming platform (i.e. Spotify). This study highlighted the relevance of user-brand involvement and non-core supporting services in the cultivation of brand loyalty, particularly their salient roles in promoting favourable attitudes and behaviours towards platform brands. Practical implications The insights produced can aid MSPs in devising better user retention strategies that can be used to maintain their competitive edge over time. The findings of this study made it abundantly evident that practitioners should facilitate more user-brand cooperative activities to encourage user-brand involvement and, ultimately, foster brand loyalty. Originality/value This study has addressed a major research gap by examining the relational roots of brand loyalty, which transcend the typical focus on transactional factors and technical lock-in. This study pioneered the investigation of brand involvement with user involvement.

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Music streaming characteristics and emotional consumption as determinants of consumer satisfactions and intention to purchase

Cited by 7 publications

References 90 publications

Factors that Influence Customer Purchase Intention: A Case of Shopping Mall Customers

Factors that Influence Customer Purchase Intention: A Case of Shopping Mall Customers

The effect of quality of service experience on consumers' loyalty to music streaming services: Time pressure as a moderator

How does involvement build loyalty towards music-streaming platforms? A multi-analytical SEM-ANN technique

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