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Understanding consumer intention in online shopping: a respecification and validation of the DeLone and McLean model

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The increasing popularity of online shopping has led to the emergence of new economic activities. To succeed in the highly competitive e-commerce environment, it is vital to understand consumer intention. Understanding what motivates consumer intention is critical because such intention is key to survival in this fast-paced and hypercompetitive environment. Where prior research has attempted at most a limited adaptation of the information system success model, we propose a comprehensive, empirical model that separates the 'use' construct into 'intention to use' and 'actual use'. This makes it possible to test the importance of user intentions in determining their online shopping behaviour. Our results suggest that the consumer's intention to use is quite important, and accurately predicts the usage behaviour of consumers. In contrast, consumer satisfaction has a significant impact on intention to use but no direct causal relation with actual use.

Keywords: actual use; behaviour intention; consumer satisfaction; information system success; shopping website

Document Type: Research Article


Affiliations: 1: Department of Management Business Administration, College of Business, Feng Chia University, Taichung, Taiwan 2: Department of Information Management, College of Management, National Central University, Taiwan

Publication date: July 1, 2009

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