Theory of planning behavior (TPB) and customer satisfaction in the continued use of e-service: An integrated model

نویسندگان

  • Chechen Liao
  • Jian-Liang Chen
  • David C. Yen
چکیده

This study has devoted much effort to developing an integrated model designed to predict and explain an individual’s continued use of online services based on the concepts of the expectation disconfirmation model and the theory of planned behavior. Empirical data was collected from a field survey of Cyber University System (CUS) users to verify the fit of the hypothetical model. The measurement model indicates the theoretical constructs have adequate reliability and validity while the structured equation model is illustrated as having a high model fit for empirical data. Study’s findings show that a customer’s behavioral intention towards e-service continuance is mainly determined by customer satisfaction and additionally affected by perceived usefulness and subjective norm. Generally speaking, the integrated model can fully reflect the spirit of the expectation disconfirmation model and take advantage of planned behavior theory. After consideration of the impact of systemic features, personal characteristics, and social influence on customer behavior, the integrated model had a better explanatory advantage than other EDM-based models proposed in prior research. 2006 Elsevier Ltd. All rights reserved.

برای دانلود متن کامل این مقاله و بیش از 32 میلیون مقاله دیگر ابتدا ثبت نام کنید

ثبت نام

اگر عضو سایت هستید لطفا وارد حساب کاربری خود شوید

منابع مشابه

An Integrated Queuing Model for Site Selection and Inventory Storage Planning of a Distribution Center with Customer Loss Consideration

    Discrete facility location,   Distribution center,   Logistics,   Inventory policy,   Queueing theory,   Markov processes, The distribution center location problem is a crucial question for logistics decision makers. The optimization of these decisions needs careful attention to the fixed facility costs, inventory costs, transportation costs and customer responsiveness. In this paper we stu...

متن کامل

MODELING RISK OF LOSING A CUSTOMER IN A TWO-ECHELON SUPPLY CHAIN FACING AN INTEGRATED COMPETITOR: A GAME THEORY APPROACH

In a competitive market, customer decision is made to maximize his utility. It can be assumed that risk of losing a supply chain’s customer can be defined based on products utility from customer point of view. This paper takes account of product price and service level as competition criteria. The proposed model is based on non-cooperative game theory, for one-manufacturer and one-retailer supp...

متن کامل

Designing Optimal Banking Model Based on Customer Service

Today, businesses need to manage their customer experience to succeed. Therefore, they must first have a clear understanding of the meaning of the customer experience. Customer experience management is a process-focused strategy around the needs of each customer that seeks to find a win-win strategy for both parties. The banking industry that provides financial services to customers requires sp...

متن کامل

Electronic Banking and Customer Satisfaction in Bank Melli Iran

Many e-commerce transactions via e-payment systems is carried out. The aim of this study is that the theory of structures, an empirical analysis about the importance and ranking key factors that may be on customer satisfaction in electronic payment systems affect the Iranian banks.9 specific topics of the factors in e-payment systems, customer satisfaction and affect are more key, were selected...

متن کامل

Determining the Key Indicators affecting Electronic Customer Relationship Management (e-CRM) Using an integration of balanced scorecard and fuzzy screening techniques (Case Study: Companies Covered by Parsian Data-Processors Group)

Nowadays, increasing competition among companies and the huge cost of attracting new customers has led to companies seeking to retain existing customers rather than looking to attract new customers. These factors together have led to the emergence of customer relationship management. Thanks to the development of information and communication technology, especially the Internet, the use of custo...

متن کامل

ذخیره در منابع من


  با ذخیره ی این منبع در منابع من، دسترسی به آن را برای استفاده های بعدی آسان تر کنید

برای دانلود متن کامل این مقاله و بیش از 32 میلیون مقاله دیگر ابتدا ثبت نام کنید

ثبت نام

اگر عضو سایت هستید لطفا وارد حساب کاربری خود شوید

عنوان ژورنال:
  • Computers in Human Behavior

دوره 23  شماره 

صفحات  -

تاریخ انتشار 2007