An empirical analysis of the antecedents of electronic commerce service continuance

 Anol Bhattacherjee)

School of Accounting and Information Management, College of Business, BA-297N, Arizona State UniÕersity, Tempe, AZ 85287-3606, USA

Abstract

This paper examines key drivers of consumers’ intention to continue using business-to-consumer e-commerce services.Multiple theoretical perspectives are synthesized to hypothesize a model of continuance behavior, which is then empirically tested using a field survey of online brokerage ŽOLB.users. Salient results include: Ž1.consumers’ continuance intention is determined by their satisfaction with initial service use, their perceived usefulness of service use, and the interaction between perceived usefulness and loyalty incentives for service use, and Ž2. satisfaction and perceived usefulness are both predicted by consumers’ confirmation of expectations from initial service use. Implications of these findings for e-commerce firms contemplating customer relationship managementŽCRM.initiatives are discussed. 

@2001 Elsevier Science B.V. All rights reserved.
 

Keywords: IS use; Continuance; Customer satisfaction; Customer relationship management; Expectation–confirmation theory; Technology acceptance model

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