Applying the expectancy disconfirmation and regret theories to online consumer behavior.
This study synthesizes the expectancy disconfirmation theory with empirical theories pertaining to customer regret in an e-commerce environment. The study begins by examining the roles that information quality (IQ), system quality (SYQ), and service quality (SEQ) play in determining customer regret and satisfaction. Then the consequences of regret and satisfaction on reuse intention are examined. Survey data collected from 445 respondents are analyzed using structural equation modeling with partial least squares (PLS-Graph 3.0) to provide support for the hypothesized links. Results show that IQ disconfirmation, SYQ disconfirmation and SEQ disconfirmation are related to regret and satisfaction. Both regret and satisfaction are related to reuse intention. In addition, satisfaction mediates the effect of regret on reuse intention. Based on these results, implications for theory and practice are discussed.
Department of Information Management, National Chung Cheng University, Ming-Hsiung, Chia-Yi, Taiwan.
Chechen
C
Liao
Chuang-Chun
CC
Liu
Yu-Ping
YP
Liu
Pui-Lai
PL
To
Hong-Nan
HN
Lin
D001290:Attitude; D002755:Choice Behavior; D003132:Commerce; D003258:Consumer Behavior; D004644:Emotions; D006801:Humans; D033182:Intention; D020407:Internet; D008960:Models, Psychological; D011582:Psychological Theory; D011786:Quality Control