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Antecedents of E-Service Continuance: An Empirical Study on Chinese Online Travel Services Users

Hongxiu Li, Yong Liu, Matti Mäntymäki, Antecedents of E-Service Continuance: An Empirical Study on Chinese Online Travel Services Users. In: Pengzhu Zhang (Ed.), Proceeding of 10th International conference on electronic business, 80-89, Springer , 2010.

Abstract:

Electronic services (e-services) have become
widely accepted by the customers. At the same
time, customer retention remains to be a key
managerial challenge. This calls for further
research identifying the determinants of continuous
e-service use. However, research examining service
quality as a determinant of continuous e-service use
is scant. This study proposes a model for
examining the e-service continuance intention by
incorporating perceived ease of use and perceived
service quality in the IS continuance model by
Bhattacherjee (2001). The model is empirically
tested with a data collected from 543 Chinese
online travel service users and analyzed using PLS.
The model was found to explain 38.9 percent of the
continuance intention. Perceived service quality
was found to be a significant antecedent of
continuance intention together with satisfaction and
perceived usefulness. Furthermore, the results
suggest that users’ affect is becoming a salient
predictor of the continuance intention in the
e-services setting, and the construct of perceived
e-service quality should be considered in IT
continuance research.

BibTeX entry:

@INPROCEEDINGS{inpLiLiMa11a,
  title = {Antecedents of E-Service Continuance: An Empirical Study on Chinese Online Travel Services Users},
  booktitle = {Proceeding of 10th International conference on electronic business},
  author = {Li, Hongxiu and Liu, Yong and Mäntymäki, Matti},
  editor = {Zhang, Pengzhu},
  publisher = {Springer },
  pages = {80-89},
  year = {2010},
}

Belongs to TUCS Research Unit(s): Mobile Commerce

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