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Does Online Ratings Matter? An Integrated Framework to Explain Gratifications Needed for Continuance Shopping Intention in Pakistan

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  • Muhammad Waleed Ayub Ghouri

    (School of Management and Economics, University of Electronic Science and Technology of China, Chengdu 611731, China)

  • Linchen Tong

    (Business School, Hohai University, Nanjing 211100, China)

  • Muhammad Ali Hussain

    (School of Management and Economics, University of Electronic Science and Technology of China, Chengdu 611731, China)

Abstract

Due to the phenomenal growth of e-commerce, online shopping has recently become a worldwide trend. This fosters many online shopping platforms to enter into Asian emerging markets, which evolves a need to understand online decision-making processes in this particular context. Addressing this gap, our study initialized an integrated framework based on Uses and Gratification theory and the Cognitive–Affect–Behavior paradigm to examine the impact of gratification elements on customer satisfaction and convenience enforcing continuance shopping intention. Moreover, we also conceptualize the moderating role of online ratings in our study. In total, 317 valid questionnaires from Pakistani online shoppers were incorporated to statistically test our model using the Structural Equation Modeling (SEM) approach in Amos. Besides, the results confirm the positive impact of layout and functionality on customer satisfaction and convenience, while the impact of PEEIM has been found insignificant. Furthermore, customer satisfaction and convenience are found to be the imperative predictors of continuance shopping intention. Our findings exhibit that a high level of online rating strengthens the direct effect of satisfaction and convenience on continuance intention. Theoretical and practical implications for future scholars and e-commerce shopping platforms are discussed.

Suggested Citation

  • Muhammad Waleed Ayub Ghouri & Linchen Tong & Muhammad Ali Hussain, 2021. "Does Online Ratings Matter? An Integrated Framework to Explain Gratifications Needed for Continuance Shopping Intention in Pakistan," Sustainability, MDPI, vol. 13(17), pages 1-24, August.
    • Handle: RePEc:gam:jsusta:v:13:y:2021:i:17:p:9538-:d:621191
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    References listed on IDEAS

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    1. Chen, Ying-Hueih & Hsu, I-Chieh & Lin, Chia-Chen, 2010. "Website attributes that increase consumer purchase intention: A conjoint analysis," Journal of Business Research, Elsevier, vol. 63(9-10), pages 1007-1014, September.
    2. Duarte, Paulo & Costa e Silva, Susana & Ferreira, Margarida Bernardo, 2018. "How convenient is it? Delivering online shopping convenience to enhance customer satisfaction and encourage e-WOM," Journal of Retailing and Consumer Services, Elsevier, vol. 44(C), pages 161-169.
    3. Muhammad Fazal Ijaz & Jongtae Rhee, 2018. "Constituents and Consequences of Online-Shopping in Sustainable E-Business: An Experimental Study of Online-Shopping Malls," Sustainability, MDPI, vol. 10(10), pages 1-24, October.
    4. Urvashi Tandon & Ravi Kiran & Ash N. Sah, 2018. "The influence of website functionality, drivers and perceived risk on customer satisfaction in online shopping: an emerging economy case," Information Systems and e-Business Management, Springer, vol. 16(1), pages 57-91, February.
    5. Rose, Susan & Clark, Moira & Samouel, Phillip & Hair, Neil, 2012. "Online Customer Experience in e-Retailing: An empirical model of Antecedents and Outcomes," Journal of Retailing, Elsevier, vol. 88(2), pages 308-322.
    6. Martin, Jillian & Mortimer, Gary & Andrews, Lynda, 2015. "Re-examining online customer experience to include purchase frequency and perceived risk," Journal of Retailing and Consumer Services, Elsevier, vol. 25(C), pages 81-95.
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    Cited by:

    1. Alexander Joseph Ibnu Wibowo, 2021. "Outcomes of Perceived Online Webshop Quality: Empirical Evidence," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 33(2), pages 149-164.
    2. Muhammad Asif & Muhammad Ali Hussain & Shazia Humayun & Muhammad Awais & Mingxing Li, 2023. "Investigating the Role of Ethical Leadership on Employee Innovativeness through Bottom-Up Job Redesigning: Self-Leadership as a Catalyst," Sustainability, MDPI, vol. 15(9), pages 1-12, April.
    3. Hao Lv & Guofeng Wang & Muhammad Waleed Ayub Ghouri & Zhuohang Deng, 2023. "Investigating the Impact of Psychological Contract Violation on Survivors’ Turnover Intention under the Downsizing Context: A Moderated Mediation Mechanism," Sustainability, MDPI, vol. 15(3), pages 1-13, January.

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