Investigating the Factors Influencing the Intention to Continue Use and Repurchase Behavior via Mobile Shopping Applications: An Empirical Study Based on the Information Systems Success Model in Malaysia
Keywords:
Mobile shopping apps , Continuance intention, Repurchase, Incentive, Satisfaction, and TrustAbstract
Multichannel purchasing methods, including online and in-person shopping, have significantly influenced consumer purchasing behavior and have led to the increased use of mobile commerce applications. However, the long-term success of mobile commerce applications heavily depends on continued usage by consumers. Unfortunately, existing research in this area remains incomplete, and further investigation is warranted. To address this gap, the present study analyzes Malaysian consumers’ intention to continue using and repurchasing via mobile shopping applications, drawing upon the Information Systems Success Model (ISSM) framework. This study employs a quantitative methodology, and 402 questionnaires were collected through purposive sampling in Kuala Lumpur, Malaysia. The proposed hypotheses were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results revealed a positive relationship between service quality and system quality with consumer satisfaction, whereas information quality did not demonstrate a significant relationship with satisfaction. Moreover, service quality, system quality, and information quality—alongside satisfaction, trust, and incentives—had positive and significant effects on the intention to continue using mobile commerce applications. This study explores previously overlooked dimensions, including the intention to continue and sustained use of mobile commerce applications, within the framework of the Information Systems Success Model (ISSM). The findings provide practical and precise insights for improving consumer experience and fostering sustainable engagement with mobile commerce applications. Additionally, this research contributes to the advancement of knowledge regarding the fundamental constructs and the interrelationships among them, thereby strengthening theoretical development in this domain.
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Copyright (c) 2024 Ramesh Zaidi Abdul Rozan, Mohammad Osmani (Author)
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