PERCEIVED QUALITY AS A KEY ANTECEDENT IN CONTINUANCE INTENTION ON MOBILE COMMERCE

Abstract

Based on the smart phone and 3G communication boom in recent years, mobile commerce has become increasingly popular. This study empirically investigated the continuance usage intention of m-commerce consumers. The proposed model is an extension of the expectation-confirmation model, with perceived quality as the antecedent variable of confirmation and perceived usefulness. This model employed three dimensions of perceived quality from DeLone and Mclean’s IS success model. Survey data were collected from a sample of 406 m-commerce users and statistically analyzed using LISREL. Results show that perceived information, system, and service qualities all positively influence confirmation, whereas information and system qualities affect perceived usefulness. This study also validated ECM in the m-commerce context by showing that confirmation and perceived usefulness both have substantial influences on satisfaction, and in turn, affects continuance intention. The study draws attention to the importance of quality in retaining mobile commerce customers. Mobile commerce providers will benefit from our research results by knowing how to strengthen perceived qualities and increase customers’ loyalty in the future.

To cite this document: Hsiang-Ming Lee, and Tsai Chen, "Perceived quality as a key antecedent in continuance intention on mobile commerce", International Journal of Electronic Commerce Studies, Vol.5, No.2, pp.123-142, 2014.

Permanent link to this document:
http://dx.doi.org/10.7903/ijecs.1150