Investigating the antecedents of e-commerce satisfaction in social commerce context

Bibliographic Data

ID21295752
AuthorsRazaz Waheeb Attar (0000-0001-9819-7945, Princess Nourah bint Abdulrahman University), Mohana Shanmugam (0000-0002-4444-9980, Universiti Tenaga Nasional), Nick Hajli (0000-0002-9818-181X, Swansea University)
Year2021
Volume123
Issue3
Pages849-868
Publication date2021-02-05
Peer ReviewedYes
Open AccessYes
TypeARTICLE
VenueBritish Food Journal (JOURNAL)
Journal identifiersISSN: 0007-070X • E-ISSN: 1758-4108
PublisherEmerald (PUBLISHER)
DOI10.1108/bfj-08-2020-0755
OpenAlexW3099139790
LanguageEN
Citations received12
References cited55

Purpose Social media is still influencing consumers and is extending social commerce (S-Commerce) use. Different social media activities can influence the users' trust and e-satisfaction at different levels, which in turn influence the purchase intentions. This is evident for the food and beverage industry as S-Commerce mediated by social media can help realise a shorter time to market and meet buyer demands. In addition, credibility factors may influence trust and purchase intentions. Understanding the various factors of influence such as social constructs, namely ratings, reviews and referrals; design constructs such as credibility and features and behavioural constructs such as trust, satisfaction and motivation; and analysing the relationship between these factors and how they influence purchase intentions can provide deeper insights into S-Commerce research, decision-making process and purchase intentions particularly from a food and beverage context. Design/methodology/approach Drawing on trust through social media activities and surface credibility as well as e-commerce satisfaction, the authors have proposed a research model to investigate the purchase intention of consumers in S-Commerce platforms. Survey data were collected from six countries in Asia and analysed using SEM-PLS. Findings Results indicated that both trust and surface credibility significantly influence e-commerce satisfaction leading to purchase intention. Furthermore, surface credibility, which is a novel predictor for purchase intention in S-Commerce context, is highly significant on e-commerce satisfaction. Besides, encouraged by surface credibility, it was identified that trust significantly affects e-commerce satisfaction and results in purchase intention. This research adds contribution to theory and practice in S-Commerce stream as discussed at the end of the paper. Originality/value The results of this research contribute to the S-Commerce literature and have practical implications for practitioners in the food and beverage industry. As such, focussing on these constructs, this paper analyses the relationship between the social media activities, trust, e-commerce satisfaction, surface credibility and intention to buy

Advertising · Business · Context (archaeology) · Credibility · E-commerce · Social commerce · Social influence · Social media · Source credibility · Computer Science · Customer Service Quality and Loyalty · Digital Marketing and Social Media · Marketing · Psychology · Social Psychology · Technology Adoption and User Behaviour

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