Relationship Quality and Social Support as the Mediating Role Between Social Commerce Constructs and Continuance Intention
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Published:
Jun 12, 2018
Keywords:
Social Commerce Relationship Quality Social Support Continuance Intention
Main Article Content
Abstract
The objectives of this research were (1) to descriptive constructs as following: Social Commerce, Relationship Quality, Social Support and Continuance Intention of the customers who buy products from online business (2) to examine factors influencing Continuance Intention who buy products from online business and (3) to examine factors influencing the mediating role of Relationship Quality and Social Support. The researchers used qualitative method which involved empirical research. A questionnaire was used to collect data from 390 customers who buy products from online business. The statistics used in data analysis were frequency, mean and structural equation model analysis by AMOS
The result revealed that (1) the opinions who buy products from online business, to descending as following: Social Support, Relationship Quality, Social Commerce and Continuance Intention (2) the model was consistent to the empirical data. Goodness of fit measures were found to be: Chi-square 181.104 (df = 160,p-value = 0.121); Relative Chi-square (c2/df) 1.132; Goodness of Fit Index (GFI) 0.960; and Root Mean Square Error of Approximation (RMSEA) 0.018; (3) In analyzing factors influencing Continuance Intention, it was found that tree factors influenced Continuance Intention in descending order of influence as following: Social Commerce (TE = 0.730), Relationship Quality (TE = 0.462) and Social Support (TE = 0.222) and All factors were predictive of Continuance Intention at 44.90 (R2 = 0.449) and (4) The influence of Relationship Quality and Social Support as Partial Mediating effect relationship between Social Commerce and Continuance Intention.
Article Details
How to Cite
Narakorn, P. (2018). Relationship Quality and Social Support as the Mediating Role Between Social Commerce Constructs and Continuance Intention. Journal of Management Science Chiangrai Rajabhat University, 13(1), 44–69. Retrieved from https://so03.tci-thaijo.org/index.php/jmscrru/article/view/128070
Section
Research Articles
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References
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Bhattacherjee, A., (2001). An empirical analysis of the antecedents of electronic commerce service continuance. Decision Support Systems, 32 (2), 201–214.
Bai, Y., Yao, Z., & Dou, Y-F. (2015). Effect of social commerce factors on user purchase behavior: An empirical investigation from renren.com, International Journal of Information Management, 35,538-550.
Baron, R. M., & Kenny, D. A. (1986). The moderator-mediator variable distinction in social psychological research: Conceptual strategic and statistical considerations, Journal of Personality and Social Psychology, 51(6), 1173-1182.
Chen, J., & Shen, X.-L. (2015). Consumers’ decision in social commerce context: An empirical; investigation, Decision Support Systems, 79, 55-64.
Comrey, A. L., & Lee, H. B. (1992). A first course in factor analysis. Hillsdals, NJ: Erlbaum.
Dholakia, R. R., & Zhao, M. (2008). Retail web site interactivity: How does it influence customer satisfaction and behavioral intentions? .International Journal of Retail & Distribution Management, 37 (10), 821-838.
Diao, Y., He, Y., & Yuan, Y. (2015). Framework for Understanding the Business Model of Social Commerce, International Journal of Management Science, 2 (6), 112-118.
Electronic Transactions Development Agency, Ministry of Information and Communication Technology (2017). The report of internet user behavior survey 2017. Retrieved April 19, 2017, from www.etda.or.th/publishing-detail/thailand-internet-user-profile-2016-th.html
Guo, B., & Zhou, S. (2016). Understanding the impact of prior reviews on subsequent reviews: The role rating volume variance and reviewer characteristics, Electronic Commerce Research and Application, 20,147-158.
Gwebu, K. L., Wang, J., & Guo, L. (2014). Continued usage intention of multifunctional friend networking services: A test of a dual-process model using Facebook. Decision Support Systems, 1, 1-12.
Jung, H-J., Cho, J-S. (2016). The Effects of Characteristics of Social Commerce have on Customers’ Purchase Decisions. The Business and Management Review, 7(3), 8-16.
Hair, J.F., Black, W.C., Babin, B.J, & Anderson, R.E. (2010). Multivariate Data Analysis, 7th ed., Prentice Hall, Upper Saddle River, NJ.
Hajli, N. (2014). The role of social support on relation quality and social commerce. Technology Forecasting & Social Change, 87, 17-27.
Hajli, N. (2015). Social commerce constructs and consumer’s intention to buy. International Journal of Information Management, 35, 183-191.
Hajli, N., Lin, X., Featherman, M., & Wang, Y. (2014). Social word of mouth: How trust develops in the market. International Journal of Marketing Research, 55(5), 1-17.
Hajli, N., & Sims, J. (2015). Social commerce: The transfer of power from sellers to buyers. Technological Forecasting & Social Change, 94, 350-358.
Hew, J-J., Lee, V-H., Ooi, K-B., & Lin, B. (2016). Mobile social commerce: The booster for brand loyalty?. Computers in Human Behavior, 59, 142-154.
Kirk, P. C., Chiagouris, L., & Gopalakrishna, P. (2012). Some people just want to read: The roles of age, interactivity, and perceived usefulness of print in the consumption of digital information products. Journal of retailing and consumer services, 19, 168-178.
Kim, Y.A., & Srivastava, J. (2007). Impact of social influence in e-commerce decision making. In Proceedings of the ninth international conference on electronic commerce, 293–302.
Kucukcay, I. E., & Benyoucef, M. (2014). Mobile Social Commerce Implementation, Proceedings of the 6th International Conference on Management of Emergent Digital EcoSystems, 1-8.
Lal, P. (2017). Analyzing determinants influencing an individual’s intention to use social commerce website. Future Business Journal, 3, 70-85.
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Liang, T-P., & Turban, E. (2012). Introduction to Special issue Social Commerce: A Research Framework for Social Commerce. International Journal of Electronic Commerce, 16 (2), 5-13.
Marsden P. (2010). Social commerce: Monetizing social media. Syzygy, Hamburg, Germany.
Morgan, R.M., & Hunt, S.D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing 58: 20–38.
Narakorn, P., (2015). The influence of Flow, Trust in Members, and Social Network Site Identity as Mediating Factors in Interactivity and User Engagement in Online Purchase Group Outcomes and Electronic Loyalty. Bangkok, Ramkhamheang University.
Narakorn, P., & Seesupan, T., (2018). The influence of social network site identity, active control, flow, trust in members and customer loyalty of Facebook users. Silpakorn University Journal, 38 (2), 121-145.
Nunnally, J. (1978). Psychometric Theory, McGraw-Hill, New York, NY.
Ogara, S. O., Koh, C.E., & Prybutok, V. R. (2014). Investigating factors affecting social presence and user satisfaction with Mobile Instant Messaging. Commuters in Human behavior, 36, 453-459.
Oliver, R. (1999) .Whence consumer loyalty?. Journal of marketing, 63, 33-44.
Piriyakul, M., (2015). Moderator and mediator in Structural Equation Modeling. The Journal of Industrial Technology, 11(3), 83-96.
Seesupan, T., & Narakorn, P., (2018). The influence of Social Commerce, Social Support, Satisfaction, Commitment and Trust to Intention to Co-Creation in Brand and Continuance Intention. Silpakorn University Journal of Social Sciences, Humanities, and Arts, 18,209-235.
Shanmugam, M., Sun, S., Amidi, A., Khani, F., & Khani, F. (2016). The applications of social commerce construts. International journal of Information Management, 36,425-432.
Wang, Y., & Hajli, M. N. (2014). Co-Creation in Branding through Social Commerce: The Role of Social Support, Relationship Quality and Privacy Concerns. Twentieth Americas Conference on Information Systems, Savannah, 1-16.
Wigand. R.T., Benjamin, R.I., & Birkland, J. L.H. (2008). Web 2.0 and beyond: Implications for electronic commerce. In proceedings of the 10th international conference on electronic commerce, Innsbruck, Austria, ACM Process, New York, NY.
Wongpan, S., & Khamwon, A., (2018). Destination Brand Experience, Satisfaction and Behavioral Intention: Evidence from MICE Khon Kaen. Journal of Management Science Chiangrai Rajabhat University, 12(2), 1-16. Retrieved from https://www.tci-thaijo.org/index.php/jmscrru/article/view/119788.
Wu, J. Y-C., Shen, J-P., & Chang, C-L. (2015). Electronic Service Quality of Facebook Social commerce and Collaborative learning. Computers in Human Behavior, 51, 1395-1402.
Zhang, K.Z.K., Benyoucef, M. & Zhao, S. J. (2016). Building brand loyalty in social commerce: The case of brand microblogs. Electronic Commerce Research and Applications, 15, 14-25.
Zhou, L., Zhang, P., & Zimmermann, H-D., (2013). Social commerce research: An integrated view. Electronic Commerce Research and Applications, 12, 61-68.
Bhattacherjee, A., (2001). An empirical analysis of the antecedents of electronic commerce service continuance. Decision Support Systems, 32 (2), 201–214.
Bai, Y., Yao, Z., & Dou, Y-F. (2015). Effect of social commerce factors on user purchase behavior: An empirical investigation from renren.com, International Journal of Information Management, 35,538-550.
Baron, R. M., & Kenny, D. A. (1986). The moderator-mediator variable distinction in social psychological research: Conceptual strategic and statistical considerations, Journal of Personality and Social Psychology, 51(6), 1173-1182.
Chen, J., & Shen, X.-L. (2015). Consumers’ decision in social commerce context: An empirical; investigation, Decision Support Systems, 79, 55-64.
Comrey, A. L., & Lee, H. B. (1992). A first course in factor analysis. Hillsdals, NJ: Erlbaum.
Dholakia, R. R., & Zhao, M. (2008). Retail web site interactivity: How does it influence customer satisfaction and behavioral intentions? .International Journal of Retail & Distribution Management, 37 (10), 821-838.
Diao, Y., He, Y., & Yuan, Y. (2015). Framework for Understanding the Business Model of Social Commerce, International Journal of Management Science, 2 (6), 112-118.
Electronic Transactions Development Agency, Ministry of Information and Communication Technology (2017). The report of internet user behavior survey 2017. Retrieved April 19, 2017, from www.etda.or.th/publishing-detail/thailand-internet-user-profile-2016-th.html
Guo, B., & Zhou, S. (2016). Understanding the impact of prior reviews on subsequent reviews: The role rating volume variance and reviewer characteristics, Electronic Commerce Research and Application, 20,147-158.
Gwebu, K. L., Wang, J., & Guo, L. (2014). Continued usage intention of multifunctional friend networking services: A test of a dual-process model using Facebook. Decision Support Systems, 1, 1-12.
Jung, H-J., Cho, J-S. (2016). The Effects of Characteristics of Social Commerce have on Customers’ Purchase Decisions. The Business and Management Review, 7(3), 8-16.
Hair, J.F., Black, W.C., Babin, B.J, & Anderson, R.E. (2010). Multivariate Data Analysis, 7th ed., Prentice Hall, Upper Saddle River, NJ.
Hajli, N. (2014). The role of social support on relation quality and social commerce. Technology Forecasting & Social Change, 87, 17-27.
Hajli, N. (2015). Social commerce constructs and consumer’s intention to buy. International Journal of Information Management, 35, 183-191.
Hajli, N., Lin, X., Featherman, M., & Wang, Y. (2014). Social word of mouth: How trust develops in the market. International Journal of Marketing Research, 55(5), 1-17.
Hajli, N., & Sims, J. (2015). Social commerce: The transfer of power from sellers to buyers. Technological Forecasting & Social Change, 94, 350-358.
Hew, J-J., Lee, V-H., Ooi, K-B., & Lin, B. (2016). Mobile social commerce: The booster for brand loyalty?. Computers in Human Behavior, 59, 142-154.
Kirk, P. C., Chiagouris, L., & Gopalakrishna, P. (2012). Some people just want to read: The roles of age, interactivity, and perceived usefulness of print in the consumption of digital information products. Journal of retailing and consumer services, 19, 168-178.
Kim, Y.A., & Srivastava, J. (2007). Impact of social influence in e-commerce decision making. In Proceedings of the ninth international conference on electronic commerce, 293–302.
Kucukcay, I. E., & Benyoucef, M. (2014). Mobile Social Commerce Implementation, Proceedings of the 6th International Conference on Management of Emergent Digital EcoSystems, 1-8.
Lal, P. (2017). Analyzing determinants influencing an individual’s intention to use social commerce website. Future Business Journal, 3, 70-85.
Liang, T-P., Ho, Y-T., Li, Y-W., & Turban, E. (2012). What Drives Social Commerce: The Role of Social Support and Relationship Quality. International journal of Electronic Commerce, 16 (2), 69-90.
Liang, T-P., & Turban, E. (2012). Introduction to Special issue Social Commerce: A Research Framework for Social Commerce. International Journal of Electronic Commerce, 16 (2), 5-13.
Marsden P. (2010). Social commerce: Monetizing social media. Syzygy, Hamburg, Germany.
Morgan, R.M., & Hunt, S.D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing 58: 20–38.
Narakorn, P., (2015). The influence of Flow, Trust in Members, and Social Network Site Identity as Mediating Factors in Interactivity and User Engagement in Online Purchase Group Outcomes and Electronic Loyalty. Bangkok, Ramkhamheang University.
Narakorn, P., & Seesupan, T., (2018). The influence of social network site identity, active control, flow, trust in members and customer loyalty of Facebook users. Silpakorn University Journal, 38 (2), 121-145.
Nunnally, J. (1978). Psychometric Theory, McGraw-Hill, New York, NY.
Ogara, S. O., Koh, C.E., & Prybutok, V. R. (2014). Investigating factors affecting social presence and user satisfaction with Mobile Instant Messaging. Commuters in Human behavior, 36, 453-459.
Oliver, R. (1999) .Whence consumer loyalty?. Journal of marketing, 63, 33-44.
Piriyakul, M., (2015). Moderator and mediator in Structural Equation Modeling. The Journal of Industrial Technology, 11(3), 83-96.
Seesupan, T., & Narakorn, P., (2018). The influence of Social Commerce, Social Support, Satisfaction, Commitment and Trust to Intention to Co-Creation in Brand and Continuance Intention. Silpakorn University Journal of Social Sciences, Humanities, and Arts, 18,209-235.
Shanmugam, M., Sun, S., Amidi, A., Khani, F., & Khani, F. (2016). The applications of social commerce construts. International journal of Information Management, 36,425-432.
Wang, Y., & Hajli, M. N. (2014). Co-Creation in Branding through Social Commerce: The Role of Social Support, Relationship Quality and Privacy Concerns. Twentieth Americas Conference on Information Systems, Savannah, 1-16.
Wigand. R.T., Benjamin, R.I., & Birkland, J. L.H. (2008). Web 2.0 and beyond: Implications for electronic commerce. In proceedings of the 10th international conference on electronic commerce, Innsbruck, Austria, ACM Process, New York, NY.
Wongpan, S., & Khamwon, A., (2018). Destination Brand Experience, Satisfaction and Behavioral Intention: Evidence from MICE Khon Kaen. Journal of Management Science Chiangrai Rajabhat University, 12(2), 1-16. Retrieved from https://www.tci-thaijo.org/index.php/jmscrru/article/view/119788.
Wu, J. Y-C., Shen, J-P., & Chang, C-L. (2015). Electronic Service Quality of Facebook Social commerce and Collaborative learning. Computers in Human Behavior, 51, 1395-1402.
Zhang, K.Z.K., Benyoucef, M. & Zhao, S. J. (2016). Building brand loyalty in social commerce: The case of brand microblogs. Electronic Commerce Research and Applications, 15, 14-25.
Zhou, L., Zhang, P., & Zimmermann, H-D., (2013). Social commerce research: An integrated view. Electronic Commerce Research and Applications, 12, 61-68.