How is Satisfaction with Online-to-Offline App Formed? Importance of Confirmation Through Offline Experience
Dados Bibliográficos
| ID | 3271002 |
|---|---|
| Autores | Hyoung Yong Choi, Hyoung-yong Choi (0000-0003-0809-7014, Hankuk University of Foreign Studies), Sang Soo Kim (0000-0002-0352-2838, Yong In University, autor correspondente) |
| Ano | 2022 |
| Volume | 12 |
| Fascículo | 4 |
| Data de publicação | 2022-10-01 |
| Peer Reviewed | Sim |
| Open Access | Sim |
| Tipo | ARTICLE |
| Periódico | SAGE Open (JOURNAL) |
| Identificadores do periódico | ISSN: 2158-2440 • E-ISSN: 2158-2440 |
| Editora | SAGE Publications Inc (PUBLISHER) |
| DOI | 10.1177/21582440221134899 |
| OpenAlex | W4308730539 |
| Idioma | EN |
| Citações recebidas | 3 |
| Referências citadas | 44 |
Online-to-offline mobile applications (O2O apps), which attract potential customers online and entice them to purchase in physical stores, are growing in popularity. However, little is known about the mechanisms by which satisfaction with O2O apps is formed through offline experiences. Drawing on the expectation confirmation model (ECM), this study proposes that the confirmation of expectations through offline experiences is the key to explaining satisfaction with O2O apps. Response data from 271 consumers of Kakao Hair, an O2O application that is widely used for hair shop customers in South Korea, were collected and analyzed. The analysis found that the confirmation of expectations through offline experiences directly influences O2O app satisfaction, and indirectly influences O2O app satisfaction through trust in and the perceived usefulness of O2O applications. This study contributes to both ECM literature and mobile application literature by demonstrating how confirmation of expectations through offline experiences affect O2O app satisfaction and intention to continue using O2O apps
Advertising · App store · Business · Computer security · Internet privacy · Mobile apps · Online and offline · Popularity · Smartphone app · World Wide Web · Communication · Computer Science · Customer Service Quality and Loyalty · Digital Marketing and Social Media · Psychology · Social Psychology · Technology Adoption and User Behaviour
The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships
Consumer Trust, Value, and Loyalty in Relational Exchanges
Exploring the influential factors of continuance intention to use mobile Apps
Effect of expectation and disconfirmation on postexposure product evaluations
Agency and Trust Mechanisms in Consumer Satisfaction and Loyalty Judgments
Measuring e-Commerce Success
Understanding Information Systems Continuance
The Commitment-Trust Theory of Relationship Marketing
Accounting for common method variance in cross-sectional research designs.
Asymptotic and resampling strategies for assessing and comparing indirect effects in multiple mediator models
Evaluating Structural Equation Models with Unobservable Variables and Measurement Error
A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology
Consumers' continuance intention to use fitness and health apps
Perceived satisfaction, perceived usefulness and interactive learning environments as predictors to self-regulation in e-learning environments
Response Determinants in Satisfaction Judgments
Cognitive, Affective, and Attribute Bases of the Satisfaction Response
| Obras citantes distintas | 3 |
|---|---|
| Citações por ano | 1,5 |
| Intervalo de citações | 2024 - 2025 (2) |
| Velocidade de citação | recent |
| Altamente citado | Não |
| Tipos de citação | Neutras: 3 |