Do information and service quality affect perceived privacy protection, satisfaction, and loyalty? Evidence from a Chinese O2O-based mobile shopping application

被引:118
作者
Kim, Yaeri [2 ,3 ]
Wang, Qiran [1 ]
Roh, Taewoo [1 ]
机构
[1] Soonchunhyang Univ, Global Business Sch, Dept Int Trade & Commerce, Unitopia 901,Soonchunhyang Ro 22, Asan 31538, Chungchungnam D, South Korea
[2] Sejong Univ, Coll Business Adm, Dept Mkt, Gwang Gaeto Bldg 321,209 Neungdong Ro, Seoul 05006, South Korea
[3] Sejong Cyber Univ, Sch Management, Dept Digital Mkt, 121 Goonja Ro, Seoul 05000, South Korea
关键词
Mobile shopping application (MSA); Online-to-offline (O2O); Information quality; Service quality; Perceived privacy protection; Customer satisfaction; O2O loyalty; CUSTOMER SATISFACTION; CONSUMER ADOPTION; USER ACCEPTANCE; SYSTEMS SUCCESS; MODERATING ROLE; E-COMMERCE; ONLINE; TRUST; INTENTION; IMPACT;
D O I
10.1016/j.tele.2020.101483
中图分类号
G25 [图书馆学、图书馆事业]; G35 [情报学、情报工作];
学科分类号
1205 ; 120501 ;
摘要
As the mobile application market rapidly expands, the mobile shopping market is also expected to follow suit. Further, a new form of online-to-offline (O2O) services available in mobile shopping applications, which helps users instantly search for what they want online, try them in the offline stores nearby, and pay online, is becoming increasingly popular. Thus, our study investigates the effects of O2O-based mobile shopping application (MSA)'s information and service quality on the user's perceived privacy protection, satisfaction, and loyalty. In this study, we collected 1063 questionnaire responses, out of which 969 were used to estimate the structural paths using PLS-SEM (partial least-square structural equation model) for the hypothesis test. Our empirical findings are drawn from Chinese respondents who use Chinese leading MSAs, such as Baidu, Alibaba, and Tencent. We confirm that qualified information and services of O2O MSAs positively affect both perceived privacy protection and customer satisfaction, which finally lead to customer loyalty through the lens of the information systems success model. Further, we present effective practical implications for business strategy and application characteristics suitable for users in the O2O-based mobile shopping industry.
引用
收藏
页数:16
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