The impact of customer experience on customer behavior intention use in social media commerce, an extended expectation confirmation model: An empirical study

I Wayan Kandi Wijaya,Taqwa Hariguna,Anak Agung Gede Rai

doi:10.5267/j.msl.2019.7.005

Abstract

The impact of customer experience on customer behavior intention use in social media commerce, an extended expectation confirmation model: An empirical study

Highlights

Nowadays, globalization technology increasingly advances and the presence of the internet is increasingly needed in everyday life, both in socialization activities, education and business, including social media
Based on the results of the analysis for H4 and H5, we have found that customer expectation was an inseparable experience in the processes that occured in s-commerce, and was an underlying part of customer satisfaction and customer perceived usefulness perception directly
This research has provided an overview of expectation confirmation model (ECM) theory that can be synergized with customer experiences (CE), which in previous studies has not yet discussed the merging of those implemented in the case of s-commerce

Summary

Introduction

Globalization technology increasingly advances and the presence of the internet is increasingly needed in everyday life, both in socialization activities, education and business, including social media. Social networking sites are used because of their extensive connections with millions of users. They are a place for people to express their opinions on people, products or services. This is one of the main reasons that raise the growth of users of social networking sites in recent years (Yap & Lim, 2017; Liang & Turban, 2011). No one can avoid on the development of social media entered in different layers of the society; its use is very diverse from business activities, education and government to enter the lifestyle. There has been a lot of empirical studies discussed the use of social media especially in the field of business transactions (Hariguna & Berlilana, 2017)

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Discussion

Conclusion