The Influence of E-Servicescape on Mobile Shopping Intention: The Mediating Role of Customer Satisfaction

Aldas-Manzano, J., Ruiz-Mafe, C., & Sanz-Blas, S. (2009). Mobile Commerce Adoption in Spain: The Influence of Consumer Attitudes and Ict Usage Behaviour. In Mobile Business: Technical, Methodological and Social Perspectives, 282-292. London: IGI Global.10.4018/978-1-60566-156-8.ch026 Search in Google Scholar

Anderson, R.E., & Srinivasan, S.S. (2003). E-Satisfaction and E-Loyalty: A Contingency Framework. Psychology & marketing, 20, no. 2: 123-138. https://dx.doi.org/10.1002/MAR.10063.10.1002/mar.10063 Search in Google Scholar

Ballantine, P.W. (2005). Effects of Interactivity and Product Information on Consumer Satisfaction in an Online Retail Setting. International journal of retail & distribution management, 33, no. 6: 461-471. https://dx.doi.org/10.1108/09590550510600870.10.1108/09590550510600870 Search in Google Scholar

Bauer, H.H., Falk, T., & Hammerschmidt, M. (2006). Etransqual: A Transaction Process-Based Approach for Capturing Service Quality in Online Shopping. Journal of business research, 59, no. 7: 866-875. https://dx.doi.org/10.1016/J.JBUSRES.2006.01.021.10.1016/j.jbusres.2006.01.021 Search in Google Scholar

Bitner, M.J. (1992). Servicescapes: The Impact of Physical Surroundings on Customers and Employees. Journal of marketing, 56, no. 2: 57-71. https://dx.doi.org/10.2307/1252042.10.2307/1252042 Search in Google Scholar

Bolton, R.N., & Drew, J.H. (1991). A Multistage Model of Consumer Feelings and Purchase Likelihood. Psychology and Marketing, 9: 347-363.10.1002/mar.4220090502 Search in Google Scholar

Brady, M.K., & Robertson, C.J. (1999). An Exploratory Study of Service Value in the USA and Ecuador. International journal of service industry management, 10, no. 5: 469-486. https://dx.doi.org/10.1108/09564239910289003.10.1108/09564239910289003 Search in Google Scholar

Brady, M.K., Robertson, C.J., & Cronin, J.J. (2001). Managing Behavioral Intentions in Diverse Cultural Environments: An Investigation of Service Quality, Service Value, and Satisfaction for American and Ecuadorian Fast-Food Customers. Journal of international management, 7, no. 2: 129-149. https://dx.doi.org/10.1016/S1075-4253(00)00041-7.10.1016/S1075-4253(00)00041-7 Search in Google Scholar

Cao, Y., Lu, Y., Gupta, S., & Yang, S. (2014). The Effects of Differences between E-Commerce and M-Commerce on the Consumers’ Usage Transfer from Online to Mobile Channel. International journal of mobile communications, 13, no. 1: 51-70. https://dx.doi.org/10.1504/IJMC.2015.065890.10.1504/IJMC.2015.065890 Search in Google Scholar

Cassel, C., Hackl, P., & Westlund, A.H. (1999). Robustness of Partial Least-Squares Method for Estimating Latent Variable Quality Structures. Journal of applied statistics, 26, no. 4: 435-446. https://dx.doi.org/10.1080/02664769922322.10.1080/02664769922322 Search in Google Scholar

Chang, H.H., Wang, Y.H., & Yang, W.Y. (2009). The Impact of E-Service Quality, Customer Satisfaction and Loyalty on E-Marketing: Moderating Effect of Perceived Value. Total quality management & business excellence, 20, no. 4: 423-443. https://dx.doi.org/10.1080/14783360902781923.10.1080/14783360902781923 Search in Google Scholar

Chen, S.C., & Lin, C.-P. (2019). Understanding the Effect of Social Media Marketing Activities: The Mediation of Social Identification, Perceived Value, and Satisfaction. Technological forecasting and social change, 140: 22-32. https://dx.doi.org/10.1016/J.TECHFORE.2018.11.025.10.1016/j.techfore.2018.11.025 Search in Google Scholar

Cohen, J. (1988). Statistical Power Analysis for the Behavioral Sciences. Hillsdle. 2 ed. New Jersey: Lawrence Erlbaum Associates. Search in Google Scholar

Cohen, L., Manion, L., & Morrison, K. (2018). Research Methods in Education. 8 ed. New York: Routledge.10.4324/9781315456539 Search in Google Scholar

Coyle, J.R., & Thorson, E. (2001). The Effects of Progressive Levels of Interactivity and Vividness in Web Marketing Sites. Journal of advertising, 30, no. 3: 65-77. https://dx.doi.org/10.1080/00913367.2001.10673646.10.1080/00913367.2001.10673646 Search in Google Scholar

Cronin, J.J., Brady, M.K., & Hult, G.T.M. (2000). Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioral Intentions in Service Environments. Journal of retailing, 76, no. 2: 193-218. https://dx.doi.org/10.1016/S0022-4359(00)00028-2.10.1016/S0022-4359(00)00028-2 Search in Google Scholar

Dijkstra, T.K., & Henseler, J. (2015). Consistent Partial Least Squares Path Modeling. Management information systems quarterly, 39, no. 2: 297-316. https://dx.doi.org/10.25300/MISQ/2015/39.2.02.10.25300/MISQ/2015/39.2.02 Search in Google Scholar

Dodds, W.B., Monroe, K.B., & Grewal, D. (1991). Effects of Price, Brand, and Store Information on Buyers’ Product Evaluations. Journal of marketing research, 28, no. 3: 307-319. https://dx.doi.org/10.2307/3172866.10.2307/3172866 Search in Google Scholar

Edward, M., & Sunil, S. (2011). Role of Switching Costs in the Service Quality, Perceived Value, Customer Satisfaction and Customer Retention Linkage. Asia pacific journal of marketing and logistics, 23, no. 3: 327-345. https://dx.doi.org/10.1108/13555851111143240.10.1108/13555851111143240 Search in Google Scholar

Eroglu, S.A., Machleit, K.A., & Davis, L.M. (2003). Empirical Testing of a Model of Online Store Atmospherics and Shopper Responses. Psychology & marketing, 20, no. 2: 139-150. https://dx.doi.org/10.1002/MAR.10064.10.1002/mar.10064 Search in Google Scholar

Evans, J.R., & King, V.E. (1999). Business-to-Business Marketing and the World Wide Web: Planning, Managing, and Assessing Web Sites. Industrial marketing management, 28, no. 4: 343-358. https://dx.doi.org/10.1016/S0019-8501(98)00013-3.10.1016/S0019-8501(98)00013-3 Search in Google Scholar

Gan, C., & Wang, W. (2017). The Influence of Perceived Value on Purchase Intention in Social Commerce Context. Internet research, 27, no. 4: 772-785. https://dx.doi.org/10.1108/INTR-06-2016-0164.10.1108/IntR-06-2016-0164 Search in Google Scholar

Gefen, D., Rigdon, E.E., & Straub, D. (2011). An Update and Extension to Sem Guidelines for Admnistrative and Social Science Research. Management information systems quarterly, 35, no. 2.10.2307/23044042 Search in Google Scholar

Geisser, S. (1974). A Predictive Approach to the Random Effect Model. Biometrika, 61, no. 1: 101-107. https://dx.doi.org/10.1093/BIOMET/61.1.101.10.1093/biomet/61.1.101 Search in Google Scholar

Grewal, D., Monroe, K.B., & Krishnan, R. (1998). The Effects of Price-Comparison Advertising on Buyers’ Perceptions of Acquisition Value, Transaction Value, and Behavioral Intentions. Journal of marketing, 62, no. 2: 46-59.10.1177/002224299806200204 Search in Google Scholar

Haigh, R. (1993). The Ageing Process: A Challenge for Design. Applied ergonomics, 24, no. 1: 9-14. https://dx.doi.org/10.1016/0003-6870(93)90153-Z.10.1016/0003-6870(93)90153-Z Search in Google Scholar

Hair, J.F., Black, W.C., Babin, B.J., & Anderson, R.E. (2014). Multivariate Data Analysis. 7 ed. Harlow: Pearson Education Limited. Search in Google Scholar

Hair, J.F., Celsi, M., Ortinau, D.J., & Bush, R.P. (2017a). Essentials of Marketing Research. 4 ed. New York: McGraw-Hill. Search in Google Scholar

Hair, J.F., Hult, G.T.M., Ringle, C.M., & Sarstedt, M. (2017b). A Primer on Partial Least Squares Structural Equation Modelling (Pls-Sem). London: SAGE Publications. Search in Google Scholar

Harris, L.C., & Goode, M.M.H. (2010). Online Servicescapes, Trust, and Purchase Intentions. Journal of services marketing, 24, no. 3: 230-243. https://dx.doi.org/10.1108/08876041011040631.10.1108/08876041011040631 Search in Google Scholar

Hoffman, D.L., & Novak, T.P. (1996). Marketing in Hypermedia Computer-Mediated Environments: Conceptual Foundations. Journal of marketing, 60, no. 3: 50-68. https://dx.doi.org/10.2307/1251841.10.2307/1251841 Search in Google Scholar

Hoque, A.Y., & Lohse, G.L. (1999). An Information Search Cost Perspective for Designing Interfaces for Electronic Commerce. Journal of marketing research, 36, no. 3: 387-394. https://dx.doi.org/10.1177/002224379903600307.10.1177/002224379903600307 Search in Google Scholar

Hsu, C.-L., & Lin, J.C.-C. (2016). Effect of Perceived Value and Social Influences on Mobile App Stickiness and in-App Purchase Intention. Technological forecasting and social change, 108: 42-53. https://dx.doi.org/10.1016/J.TECHFORE.2016.04.012.10.1016/j.techfore.2016.04.012 Search in Google Scholar

Hsu, C.-L., & Lin, J.C.-C. (2015). What Drives Purchase Intention for Paid Mobile Apps? - an Expectation Confirmation Model with Perceived Value. Electronic commerce research and applications, 14, no. 1: 46-57. https://dx.doi.org/10.1016/J.ELERAP.2014.11.003.10.1016/j.elerap.2014.11.003 Search in Google Scholar

Hu, H.H., & Kandampully, J. (2009). Relationships and Impacts of Service Quality, Perceived Value, Customer Satisfaction, and Image: An Empirical Study. Service industries journal, 29, no. 2: 111-125. https://dx.doi.org/10.1080/02642060802292932.10.1080/02642060802292932 Search in Google Scholar

Iacobucci, D., Saldanha, N., & Deng, X. (2007). A Meditation on Mediation: Evidence That Structural Equations Models Perform Better Than Regressions. Journal of consumer psychology, 17, no. 2: 139-153. https://dx.doi.org/10.1016/S1057-7408(07)70020-7.10.1016/S1057-7408(07)70020-7 Search in Google Scholar

Janda, S., Trocchia, P.J., & Gwinner, K.P. (2002). Consumer Perceptions of Internet Retail Service Quality. International journal of service industry management, 13, no. 5: 412-431. https://dx.doi.org/10.1108/09564230210447913.10.1108/09564230210447913 Search in Google Scholar

Kanji, G.K. (2002). Business Excellence: Make It Happen. Total quality management & business excellence, 13, no. 8: 1115-1124. https://dx.doi.org/10.1080/09544120200000007.10.1080/09544120200000007 Search in Google Scholar

Karson, E.J., & Fisher, R.J. (2005). Reexamining and Extending the Dual Mediation Hypothesis in an on-Line Advertising Context. Psychology & marketing, 22, no. 4: 333-351. https://dx.doi.org/10.1002/MAR.20062.10.1002/mar.20062 Search in Google Scholar

Kim, H.-W., Chan, H.C., Gupta, S. (2007). Value-Based Adoption of Mobile Internet: An Empirical Investigation. Decision Support Systems, 43: 111-126. https://dx.doi.org/10.1016/J.DSS.2005.05.009.10.1016/j.dss.2005.05.009 Search in Google Scholar

Ko, E., Kim, E.Y., & Lee, E.K. (2009). Modeling Consumer Adoption of Mobile Shopping for Fashion Products in Korea. Psychology & marketing, 26, no. 7: 669-687. https://dx.doi.org/10.1002/MAR.20294.10.1002/mar.20294 Search in Google Scholar

Koupai, M.R., Alipourdarvish, Z., & Sardar, S. (2015). Effects of Trust and Perceived Value on Customer Loyalty by Mediating Role of Customer Satisfaction and Mediating Role of Customer Habit (Case Study: Agricultural Internet Bank Customers in Tehran). Advanced Social Humanities Management, 2, no. 1: 102-112. Search in Google Scholar

Kuo, Y.-F., Wu, C.-M., & Deng, W.-J. (2009). The Relationships among Service Quality, Perceived Value, Customer Satisfaction, and Post-Purchase Intention in Mobile Value-Added Services. Computers in human behavior, 25, no. 4: 887-896. https://dx.doi.org/10.1016/J.CHB.2009.03.003.10.1016/j.chb.2009.03.003 Search in Google Scholar

Lai, T.L. (2004). Service Quality and Perceived Value’s Impact on Satisfaction, Intention and Usage of Short Message Service (Sms). Information systems frontiers, 6, no. 4: 353-368. https://dx.doi.org/10.1023/B:ISFI.0000046377.32617.3D.10.1023/B:ISFI.0000046377.32617.3d Search in Google Scholar

Lee, Y.-K., Park, K.-H., Park, D.-H., Lee, K.A., & Kwon, Y.-J. (2005). The Relative Impact of Service Quality on Service Value, Customer Satisfaction, and Customer Loyalty in Korean Family Restaurant Context. International journal of hospitality & tourism administration, 6, no. 1: 27-51. https://dx.doi.org/10.1300/J149V06N01_03.10.1300/J149v06n01_03 Search in Google Scholar

Li, G., Li, G., & Kambele, Z. (2012). Luxury Fashion Brand Consumers in China: Perceived Value, Fashion Lifestyle, and Willingness to Pay. Journal of business research, 65, no. 10: 1516-1522. https://dx.doi.org/10.1016/J.JBUSRES.2011.10.019.10.1016/j.jbusres.2011.10.019 Search in Google Scholar

Lien, C.H., Wen, M.-J., & Wu, C.C. (2011). Investigating the Relationships among E-Service Quality, Perceived Value, Satisfaction, and Behavioral Intentions in Taiwanese Online Shopping. Asia pacific management review, 16, no. 3: 211-223. https://dx.doi.org/10.6126/APMR.2011.16.3.01. Search in Google Scholar

Lin, H.-H., & Wang, Y.-S. (2006). An Examination of the Determinants of Customer Loyalty in Mobile Commerce Contexts. Information & management, 43, no. 3: 271-282. https://dx.doi.org/10.1016/J.IM.2005.08.001.10.1016/j.im.2005.08.001 Search in Google Scholar

Liu, Y., & Shrum, L.J. (2002). What Is Interactivity and Is It Always Such a Good Thing? Implications of Definition, Person, and Situation for the Influence of Interactivity on Advertising Effectiveness. Journal of advertising, 31, no. 4: 53-64. https://dx.doi.org/10.1080/00913367.2002.10673685.10.1080/00913367.2002.10673685 Search in Google Scholar

Lu, H.-P., & Su, P.Y.-H. (2009). Factors Affecting Purchase Intention on Mobile Shopping Web Sites. Internet research, 19, no. 4: 442-458. https://dx.doi.org/10.1108/10662240910981399.10.1108/10662240910981399 Search in Google Scholar

Malhotra, N.K., & Dash, S. (2016). Marketing Research: An Applied Orientation. Pearson. Search in Google Scholar

Menon, S., & Kahn, B.E. (2002). Cross-Category Effects of Induced Arousal and Pleasure on the Internet Shopping Experience. Journal of retailing, 78, no. 1: 31-40. https://dx.doi.org/10.1016/S0022-4359(01)00064-1.10.1016/S0022-4359(01)00064-1 Search in Google Scholar

Nilsson, E., & Ballantyne, D. (2014). Reexamining the Place of Servicescape in Marketing: A Service-Dominant Logic Perspective. Journal of services marketing, 28, no. 5: 374-379. https://dx.doi.org/10.1108/JSM-01-2013-0004.10.1108/JSM-01-2013-0004 Search in Google Scholar

Oliver, R.L. (1993). Cognitive, Affective, and Attribute Bases of the Satisfaction Response. Journal of consumer research, 20, no. 3: 418-430. https://dx.doi.org/10.1086/209358.10.1086/209358 Search in Google Scholar

Papadopoulou, P., Andreou, A., Kanellis, P., & Martakos, D. (2001). Trust and Relationship Building in Electronic Commerce. Internet research, 11, no. 4: 322-332. https://dx.doi.org/10.1108/10662240110402777.10.1108/10662240110402777 Search in Google Scholar

Parasuraman, A., & Grewal, D. (2000). The Impact of Technology on the Quality-Value-Loyalty Chain: A Research Agenda. Journal of the academy of marketing science, 28, no. 1: 168-174. https://dx.doi.org/10.1177/0092070300281015.10.1177/0092070300281015 Search in Google Scholar

Patterson, P.G., & Spreng, R.A. (1997). Modelling the Relationship between Perceived Value, Satisfaction and Repurchase Intentions in a Business-to-Business, Services Context: An Empirical Examination. International journal of service industry management, 8, no. 5: 414-434. https://dx.doi.org/10.1108/09564239710189835.10.1108/09564239710189835 Search in Google Scholar

Preacher, K.J., & Hayes, A.F. (2008). Asymptotic and Resampling Strategies for Assessing and Comparing Indirect Effects in Multiple Mediator Models. Behavior research methods, 40, no. 3: 879-891. https://dx.doi.org/10.3758/BRM.40.3.879.10.3758/BRM.40.3.879 Search in Google Scholar

Ramayah, T., Cheah, J.H., Chuah, F., Ting, H., & Memon, M. (2018). Partial Least Squares Structural Equation Modelling (Pls-Sem) Using Smartpls 3.0: An Updated and Practical Guide to Statistical Analysis. 2 ed. Kuala Lumpur: Pearson Malaysia Sdn. Bhd. Search in Google Scholar

Sicilia, M., Ruiz, S., & Munuera, J.L. (2005). Effects of Interactivity in a Web Site: The Moderating Effect of Need for Cognition. Journal of advertising, 34, no. 3: 31-44. https://dx.doi.org/10.1080/00913367.2005.10639202.10.1080/00913367.2005.10639202 Search in Google Scholar

Statista (2018). Mobile E-Commerce Is up and Poised for Further Growth. Accessed 29 May, 2020. Form of Item. https://www.statista.com/chart/13139/estimated-worldwide-mobile-e-commerce-sales/. Search in Google Scholar

Stone, M. (1974). Cross-Validation and Multinomial Prediction. Biometrika, 61, no. 3: 509-515. https://dx.doi.org/10.1093/BIOMET/61.3.509.10.1093/biomet/61.3.509 Search in Google Scholar

Sundar, S.S., & Kim, J. (2005). Interactivity and Persuasion. Journal of interactive advertising, 5, no. 2: 5-18. https://dx.doi.org/10.1080/15252019.2005.10722097.10.1080/15252019.2005.10722097 Search in Google Scholar

Szymanski, D.M., & Hise, R.T. (2000). E-Satisfaction: An Initial Examination. Journal of retailing, 76, no. 3: 309-322. https://dx.doi.org/10.1016/S0022-4359(00)00035-X.10.1016/S0022-4359(00)00035-X Search in Google Scholar

Tam, J.L.M. (2004). Customer Satisfaction, Service Quality and Perceived Value: An Integrative Model. Journal of marketing management, 20, no. 7: 897-917. https://dx.doi.org/10.1362/0267257041838719.10.1362/0267257041838719 Search in Google Scholar

Tankovic, A.C., & Benazic, D. (2018). The Perception of E-Servicescape and Its Influence on Perceived E-Shopping Value and Customer Loyalty. Online information review, 42, no. 7: 1124-1145. https://dx.doi.org/10.1108/OIR-12-2016-0354.10.1108/OIR-12-2016-0354 Search in Google Scholar

Thaler, R. (1985). Mental Accounting and Consumer Choice. Marketing science. https://dx.doi.org/10.1287/MKSC.4.3.199.10.1287/mksc.4.3.199 Search in Google Scholar

Tran, G.A., & Strutton, D. (2016). Investigating E-Servicescape, Trust, E-Wom, and Customer Loyalty. In Celebrating America’s Pastimes: Baseball, Hot Dogs, Apple Pie and Marketing?, 77-81: Springer.10.1007/978-3-319-26647-3_11 Search in Google Scholar

Voss, C., Roth, A.V., & Chase, R.B. (2008). Experience, Service Operations Strategy, and Services as Destinations: Foundations and Exploratory Investigation. Production and operations management, 17, no. 3: 247-266. https://dx.doi.org/10.3401/POMS.1080.0030.10.3401/poms.1080.0030 Search in Google Scholar

Wang, Z. (2020). A study on foreign tourists’ purchasing behaviour. Journal of Business & Finance in Emerging Markets, 3, no.1:45-54. https://doi.org/10.32770/jbfem.vol345-5410.32770/jbfem.vol345-54 Search in Google Scholar

Wu, J.-H., & Wang, S.-C. (2005). What Drives Mobile Commerce? An Empirical Evaluation of the Revised Technology Acceptance Model. Information & management, 42, no. 5: 719-729. https://dx.doi.org/10.1016/J.IM.2004.07.001.10.1016/j.im.2004.07.001 Search in Google Scholar

Wu, W.-Y., Lee, C.-L., Fu, C.-S., & Wang, H.-C. (2013). How Can Online Store Layout Design and Atmosphere Influence Consumer Shopping Intention on a Website. International journal of retail & distribution management, 42, no. 1: 4-24. https://dx.doi.org/10.1108/IJRDM-01-2013-0035.10.1108/IJRDM-01-2013-0035 Search in Google Scholar

Yang, Z., & Peterson, R.T. (2004). Customer Perceived Value, Satisfaction, and Loyalty: The Role of Switching Costs. Psychology & marketing, 21, no. 10: 799-822. https://dx.doi.org/10.1002/MAR.20030.10.1002/mar.20030 Search in Google Scholar

Yoon, E. (2012). Effects of Website Environmental Cues on Consumers’ Response and Outcome Behaviors. Public Access Theses and Dissertations, College of Education and Human Science. Search in Google Scholar

Zeithaml, V.A. (1988). Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence. Journal of marketing, 52, no. 3: 2-22. https://dx.doi.org/10.2307/1251446.10.2307/1251446 Search in Google Scholar

Zeithaml, V.A., Berry, L.L., & Parasuraman, A. (1996). The Behavioral Consequences of Service Quality. Journal of marketing, 60, no. 2: 31-46. https://dx.doi.org/10.2307/1251929.10.2307/1251929 Search in Google Scholar

Zhang, H., Lu, Y., Gupta, S., & Gao, P. (2015). Understanding Group-Buying Websites Continuance: An Extension of Expectation Confirmation Model. Internet research, 25, no. 5: 767-793. https://dx.doi.org/10.1108/INTR-05-2014-0127.10.1108/IntR-05-2014-0127 Search in Google Scholar