Understanding Impact Sustainable Intention of S-Commerce Activities: The Role of Customer Experiences, Perceived Value, and Mediation of Relationship Quality

Untung Rahardja, Tanaporn Hongsuchon, Taqwa Hariguna and Athapol Ruangkanjanases
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Untung Rahardja: Science and Technology Faculty, University of Raharja, Tangerang 15117, Indonesia
Tanaporn Hongsuchon: Chulalongkorn Business School, Chulalongkorn University, 254 Phayathai Road, Pathumwan, Bangkok 10330, Thailand
Taqwa Hariguna: Departement of Information System, Universitas Amikom Purwokerto, Jl. Letjen Pol Sumarto, Purwokerto Utara 53127, Jawa Tengah, Indonesia
Athapol Ruangkanjanases: Chulalongkorn Business School, Chulalongkorn University, 254 Phayathai Road, Pathumwan, Bangkok 10330, Thailand

Sustainability, 2021, vol. 13, issue 20, 1-20

Abstract: Business activities using social media are currently growing and its development has intrigued practitioners and academics. The purpose of doing this present research is to build a conceptual model, which connects the concepts of customer perceived value and customer experiences with the concept of customer relationship quality to produce sustainable customer intention in social media commerce. Considering the results of two exogenous constructions, namely customer perceived value and customer experience, it can be concluded that both have an impact on relationship quality and customer sustainable intention. In this study, there are six hypotheses, consisting of five accepted hypotheses and one rejected hypothesis. After doing a deeper analysis, it is revealed that good relationship quality determines the significance of sustainable customer intention. In addition, this conducted research examines and experimentally confirms the role of customer perceived value and the customer experience in determining relationship quality and sustainability of customers founded in social media commerce. The novelty shown in this study lies in the integration of two exogenous variables, namely customer perceived value and customer experience, with the variables of relationship quality and customer sustainability intention. Finally, the findings provide theoretical, managerial, and social value and impact for academics, practitioners, and society.

Keywords: customer perceived value; customer sustainability intention; customer relationship quality; social media commerce (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2021
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

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