The moderating effect of gender on relationship quality and loyalty toward Internet service providers

Sánchez‐Franco, Manuel J.; Ramos, Ángel Francisco Villarejo; Velicia, Félix Antonio Martín

doi:10.1016/j.im.2009.02.001

Cited by 196 publications

(129 citation statements)

References 33 publications

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“…Trust is the psychological status that makes a person willing to be vulnerable to another person and assumes favorable results of other's behavior (Sanchez-Franco et al, 2009). Lee and Turban (2001) proposed that the social-psychology perspective seems to be most related for realizing customers' trust in Internet shopping as it emphasizes on transactions.…”

Section: Trustmentioning

confidence: 99%

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How social shopping retains customers? Capturing the essence of website quality and relationship quality

Hsu

Chen

Kumar

2016

Total Quality Management & Business Excellence

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Disclaimer UWE has obtained warranties from all depositors as to their title in the material deposited and as to their right to deposit such material. UWE makes no representation or warranties of commercial utility, title, or fitness for a particular purpose or any other warranty, express or implied in respect of any material deposited.UWE makes no representation that the use of the materials will not infringe any patent, copyright, trademark or other property or proprietary rights.UWE accepts no liability for any infringement of intellectual property rights in any material deposited but will remove such material from public view pending investigation in the event of an allegation of any such infringement. PLEASE SCROLL DOWN FOR TEXT.1 How social shopping retain customers? Capturing the essence of website quality and relationship quality Abstract Social shopping as a result of the advancement of social media applications is increasing considerably in e-commerce. As a consequence of the multi-faceted phenomenon of social shopping, website managers encounter a lot of challenges in providing their quality website experience to satisfy their customers' needs and in developing relationships among participants, and community. In short, providing excellent quality website experience is crucial to support online customers. Therefore, it is necessary to offer further theoretical conceptualizations as well as detailed empirical evidence for such phenomena in which social shopping are supported and enabled. Thus, this paper attempts to investigate the factors affecting purchase intention of social shopping including two constructs: website quality (i.e., system, information, and service quality) and relationship quality (i.e., satisfaction, commitment, and trust).Additionally we aim to identify the mediating roles of commitment and trust. The empirical results show that the perceived system and service quality are important antecedents of customer satisfaction, but not for the effect of perceived information quality on customer satisfaction. Furthermore, it shows that customer satisfaction significantly influences commitment, trust, and purchase intention, and trust in turn significantly affect commitment. Our empirical results confirm that commitment and trust partially mediate the relationship between satisfaction and purchase intention in social shopping context.

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Section: Trustmentioning

confidence: 99%

“…Customer commitment signifies a customer's craving to continue a positive, valued relationship with the product/service provider (Morgan & Hunt, 1994;Sanchez-Franco et al, 2009). Specifically, commitment is the customer's long-term orientation towards a business relationship (Moorman, Zaltman, & Deshpande, 1992).…”

mentioning

confidence: 99%

How social shopping retains customers? Capturing the essence of website quality and relationship quality

Hsu

Chen

Kumar

2016

Total Quality Management & Business Excellence

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“…66,67 In this procedure, a Student's t-test is calculated using Equation 1. This equation is derived from a Student's t distribution with m + n -2° of freedom, where Sp (Equation 2) is a pooled estimator for the variance of the standard errors, m and n are the sample sizes of each group (in this case 2), and SE is the standard error of each path coefficient of the structural model for each group.…”

Section: Moderating Effect Of the Aptitudementioning

confidence: 99%

Hospital Information System Satisfaction in Brazil: Background and Moderating Effects

Nunes¹,

Javier²

2014

International Journal of Research Foundation of Hospital and Healthcare Administration

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In the last years, hospitals in Brazil have made significant investments in adopting and implementing new hospital information system (HIS). Whether these investments will prove beneficial for these organizations depends on the support that will be provided to ensure the effective use of the information systems (IS) implemented and also on the satisfaction of its users.The purpose of this study is to propose a conceptual model, appropriate for the intention to use HIS, by adopting the system, service, and information qualities covered in the Information System Success Model proposed by DeLone and Mclean.In the present study, structural analysis applied to data from a sample of 393 HIS users showed the variables service quality, information quality, system quality and satisfaction to act as antecedents of HIS success. A novel finding of the study was the importance of the user's aptitude with respect to computer moderating the relationships of the model.Managerial implications are provided accordingly. Suggestions for introducing healthcare information system are then provided as well.

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“…Wang and Yamagishi (2005) revealed in their study that male participants' high trust toward unknown partners had a strong relationship with expectation of reciprocity from their partners, whereas female participants had low trust toward unknown partners. Sanchez-Franco, Ramos, and Velicia (2009) pointed out that the influence of trust on loyalty is significantly stronger for males than for females. Their arguments seem supported in our study, which indicates that the moderating effect on the path effect of trust on VC re-use intention is significantly stronger in men than in women.…”

Section: Discussionmentioning

confidence: 99%

Factors Affecting Re-usage Intentions of Virtual Communities Supporting Cosmetic Products

Yang

Chen

2017

IJIKM

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Aim/PurposeThis study uses a cosmetic virtual community (VC) as the research context and the UTAUT model as the theoretical structure aim to explore factors affecting the re-usage intentions of VC members. BackgroundThe Internet use rate of VC was up to 50%, thereby implying that VC gained the attention of Internet users. Therefore, operating a VC will be an effective way to communicate with customers. However, to maintain an existing member is more efficient than creating a new one. As such, understanding determinants of VC members' re-use intentions becomes important for firms. MethodologyThrough an online survey, 276 valid responses were gathered. The collected data were examined by performing confirmatory factor analysis, structural equation modelling procedures, as well as the moderator analysis. ContributionThis study shows the importance in the context of online cosmetics-related VC, which was rarely explored before. We provide issues for future research, despite the accumulated academic literature related to UTAUT and VC. Findings Results show that only performance expectancy and social influence significantly affecting re-usage intentions and only gender has moderating effects on the path from performance expectancy to VC re-use intention and from trust to VC re-use intention. Recommendations for PractitionersThis study found that users emphasized performance expectancy most of all. A cosmetic product-related VC should introduce products abundantly, offer useful information, and help people accomplish tasks quickly and productively. Re-usage Intentions of Virtual Communities 18 Recommendation for ResearchersFuture researchers may use our findings to conduct further positivist research in the area of social influence using different subjects and research contexts.

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The moderating effect of gender on relationship quality and loyalty toward Internet service providers

Cited by 196 publications

References 33 publications

How social shopping retains customers? Capturing the essence of website quality and relationship quality

How social shopping retains customers? Capturing the essence of website quality and relationship quality

Hospital Information System Satisfaction in Brazil: Background and Moderating Effects

Factors Affecting Re-usage Intentions of Virtual Communities Supporting Cosmetic Products

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