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Online consumer retention: contingent effects of online shopping habit and online shopping experience

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  • Mohamed Khalifa
  • Vanessa Liu

Abstract

In this study, we further develop the information systems continuance model in the context of online shopping, using a contingency theory that accounts for the roles of online shopping habit and online shopping experience. Specifically, we argue and empirically demonstrate that although conceptually distinct, online shopping habit and online shopping experience have similar effects on repurchase intention. They both have positive mediated effects through satisfaction and moderate the relationship between satisfaction and online repurchase intention. The results of a survey study involving 122 online customers provide strong support for our research model. We also identify after-sale service, transaction efficiency, security, convenience, and cost savings as important online shopping usefulness drivers. Theoretical and practical implications include establishing a contingency theory to more fully explain online customer retention as well as guidelines for development of customer relationship management initiatives.

Suggested Citation

  • Mohamed Khalifa & Vanessa Liu, 2007. "Online consumer retention: contingent effects of online shopping habit and online shopping experience," European Journal of Information Systems, Taylor & Francis Journals, vol. 16(6), pages 780-792, December.
    • Handle: RePEc:taf:tjisxx:v:16:y:2007:i:6:p:780-792
    DOI: 10.1057/palgrave.ejis.3000711
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    Cited by:

    1. Kareem M. Selem & Muhammad Haroon Shoukat & Syed Asim Shah & Marianny Jessica Brito Silva, 2023. "The dual effect of digital communication reinforcement drivers on purchase intention in the social commerce environment," Palgrave Communications, Palgrave Macmillan, vol. 10(1), pages 1-12, December.
    2. Chidera C. Ugwuanyi & Chukwunonso Oraedu & Chuka U. Ifediora & Ernest E. Izogo & Simplice A. Asongu & Ikechukwu J. Attamah, 2022. "Understanding drivers of self-service technologies (SSTs) satisfaction and marketing bottom lines: Evidence from Nigeria," Working Papers of the African Governance and Development Institute. 22/025, African Governance and Development Institute..
    3. Nazir, Sajjad & Khadim, Sahar & Ali Asadullah, Muhammad & Syed, Nausheen, 2023. "Exploring the influence of artificial intelligence technology on consumer repurchase intention: The mediation and moderation approach," Technology in Society, Elsevier, vol. 72(C).
    4. Hwai-Shuh Shieh & Shu-Chen Lin, 2023. "The Influence of a Celebrity Chef on Customer Repurchase Behavior: Empirical Study of Taiwan’s F&B Industry During COVID-19 Pandemic," SAGE Open, , vol. 13(2), pages 21582440231, May.
    5. Zhe, Lv & Jie, Wu & Yuan, He, 2023. "The effect of place attachment of geographical indication agricultural products on repurchase intention," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
    6. Ioan-Sebastian Brumă & Cristina Cautisanu & Lucian Tanasă & Simona-Roxana Ulman & Meda Gâlea & Alexandra Raluca Jelea, 2024. "Does the payment method matter in online shopping behaviour? Study on the Romanian market of vegetables during the pandemic crisis," Agricultural Economics, Czech Academy of Agricultural Sciences, vol. 70(1), pages 34-47.
    7. Shalini Srivastava & Nidhi Singh, 2023. "An integrated model predicting customers’ continuance behavioral intention and recommendations of users: a study on mobile payment in emerging markets," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(2), pages 236-254, June.
    8. Zohra Ghali-Zinoubi, 2023. "Online Retailers’ Perceived Ethics and Consumer Repetitive Purchases Under the Moderating Role of Reputation: A Commitment-Trust Theory Perspective," SAGE Open, , vol. 13(4), pages 21582440231, November.
    9. Jessica Müller-Pérez & Ángel Acevedo-Duque & Pilar Valenzuela Rettig & Elizabeth Emperatriz García-Salirrosas & Mirtha Mercedes Fernández-Mantilla & Sandra Sofía Izquierdo-Marín & Rina Álvarez-Becerra, 2023. "Consumer Behavior after COVID-19: Interpersonal Influences, eWOM and Digital Lifestyles in More Diverse Youths," Sustainability, MDPI, vol. 15(8), pages 1-13, April.
    10. Nima Jalali & Sangkil Moon & Moon-Yong Kim, 2023. "Profiling diverse reviewer segments using online reviews of service industries," Journal of Marketing Analytics, Palgrave Macmillan, vol. 11(2), pages 130-148, June.

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