The impact of customer experience on customer behavior intention use in social media commerce, an extended expectation confirmation model: An empirical study

• Main Authors: I Wayan Kandi Wijaya, Anak Agung Gede Rai, Taqwa Hariguna
• Format: Article
• Language: English
• Published: Growing Science 2019-07-01
• Series: Management Science Letters
• Subjects: Customer experience; Expectation confirmation model; s-commerce
• Online Access: http://www.growingscience.com/msl/Vol9/msl_2019_179.pdf

This paper aims to develop an integrated model designed to predict and explain a customer behavior intention use of s-commerce based on the concepts of customer experience (CE) and expectation confirmation model (ECM). This paper proposes a comprehensive model to synthesize the essence of CE and ECM to describe customer behavior intention use of s-commerce. The participants are from 311 users of s-commerce as the final sample. Structural equation modeling is applied to demonstrate the stability of the proposed model and the results of hypotheses testing. This paper finds that costumer experience significantly influenced perceived usefulness, expectation and satisfaction, while the perceived usefulness and expectation simultaneously influenced customer satisfaction. Expectation also significantly influences motivator of perceived usefulness. Meanwhile perceived usefulness and satisfaction both significantly influence behavior intention use of s-commerce directly. There are some limitations in this study which should be improved in the future. Extended ECM is evaluated in a country setting, which limits generalizations.