An empirical analysis of the antecedents of electronic commerce service continuance

This paper examines key drivers of consumers’ intention to continue using business-to-consumer e-commerce services. Multiple theoretical perspectives are synthesized to hypothesize a model of continuance behavior, which is then empirically Ž . Ž . tested using a field survey of online brokerage OLB users. Salient results include: 1 consumers’ continuance intention is determined by their satisfaction with initial service use, their perceived usefulness of service use, and the interaction between Ž . perceived usefulness and loyalty incentives for service use, and 2 satisfaction and perceived usefulness are both predicted by consumers’ confirmation of expectations from initial service use. Implications of these findings for e-commerce firms Ž . contemplating customer relationship management CRM initiatives are discussed. q 2001 Elsevier Science B.V. All rights