Technology Acceptance Model to Factors Customer Switching on Online Shopping Technology: Literature Review

Authors

  • Eddy Triswanto Setyoadi Department Of Electrical Engineering and Informatics Faculty of Engineering, Universitas Negeri Malang
  • Titasari Rahmawati Department of Information System, Faculty Of Information Technology, Institut Informatika Indonesia Surabaya

DOI:

10.33395/sinkron.v9i1.12993

Keywords:

customer loyalty, perceived usefulness, ease of use, technology acceptance model, customer switching, online shopping application

Abstract

Customer loyalty is a phenomenon that is the center of attention of an organization or company because it greatly influences the continuity and development of the organization. Customers are said to be loyal if they have affection for a company's products or services. So that loyal customers will express this affection by saying positive things about the company's products or services to friends, relatives and co-workers. However, if customers feel uncomfortable with a company's products and services, there is a possibility that customers will switch from loyal to disloyal. This is usually called customer switching. This research is based on a systematic review of the influence of usability and ease of use of online shopping applications as well as the factors causing customers to switch from online shopping applications to mobile retail applications. Three phases are used in this study's systematic literature review (SLR). The factors that were discovered were categorized using three main themes. Interconnected among these three elements are perceived utility, perceived ease of use, and behavioral intention to use. This study also found that when TAM is added as a new component to gauge the intention to adopt an online shopping application, "trust, ease, and information quality" are the most important factors. By carefully identifying the effects of online shopping application on business management, this research contributes theory. The findings assist online shopping application service providers in formulating sensible plans for foreseeing and enhancing clients' intentions to use online shopping applications.

GS Cited Analysis

Downloads

Download data is not yet available.

References

Abdillah, W., Hartono, J., & Prabantini, D. (2015). Partial Least Square (PLS): Alternatif Structural Equation Modeling (SEM) dalam Penelitian Bisnis (Edisi 1). Yogyakarta: Andi Offset.

Abdullah, D., Jayaraman, K., Shariff, D. N., Bahari, K. A., dan Nor, N. M. (2017). The Effects of Perceived Interactivity, Perceived Ease Of Use And Perceived Usefulness On Online Hotel Booking Intention: A Conceptual Framework. International Academic Research Journal of Social Science, 3(1), 16-23.

Adhiputra, M. W. (2015). Aplikasi Technology Acceptance Model terhadap Pengguna Layanan Internet Banking. Jurnal Bisnis dan Komunikasi, 2(1), 52-63.

Aditya, R., dan Wardana., A. (2016). Pengaruh Perceived Usefulness dan Perceived Ease of Use Terhadap Behavior Intention dengan Pendekatan Tecnology Acceptance Model (TAM) Pada Pengguna Instan Messaging Line di Indonesia. Jurnal Siasat Bisnis, 20(1), 24–32

Adityo, B. (2011). Analisis Pengaruh Kepercayaan, Kemudahan, Dan Kualitas Informasi Terhadap Keputusan Pembelian Secara Online Di Situs Kaskus. Unpublished undergraduated UniversitasDiponegoro Semarang

Al Khattab, A., Al-Shalabi, H., Al-Rawad, M., Al-Khattab, K., dan Hamad, F. (2015). The Effect of Trust Dan Risk Perception On Citizen’s Intention to Adopt An Use E-Government Services In Jordan. Journal of Service Science and Management, 8(03), 279-290

Arazy, O., Kopak, R., Hadar, I. (2017). Heuristic Principles and Differential Judgments In The Assessment of Information Quality. Journal of the Association for Information Systems, 18(5), 403-432.

Bashir, I., & Madhavaiah, C. (2015). Consumer attitude and behavioural intention towards Internet banking adoption in India. Journal of orIndian Business Research, 7(1), 67-102

Cho, Y. C., & Sagynov, E. (2015). Exploring factors that affect usefulness, ease of use, trust, and purchase intention in the online environment. International Journal of Management & Information Systems (IJMIS), 19(1), 21-36

Damayanti, V. (2019). Pengaruh Perceived Usefulness dan Perceived Ease of Use Terhadap Purchase Intention Melalui Brand Image Sebagai Variabel Intervening Pada Mahasiswa UST Yogyakarta Pengguna Shopee. Jurnal Ilmiah Ekonomi dan Bisnis, 16 (2), 99-109.

El Moussaoui, A. E., Benbba, B., Jaegler, A., El Moussaoui, T., El Andaloussi, Z., & Chakir, L. (2023). Consumer Perceptions of Online Shopping and Willingness to Use Pick-Up Points: A Case Study of Morocco. Sustainability, 15(9), 7405

Ellison, B., Mcfadden, B., Rickard, B., and Wilson, N. (2020). Working Paper Examining food purchase behavior and food values during the COVID-19 pandemic. Appl. Econ. Perspect. 43, 58–72.

Eriska. (2018). Pengaruh Perceived Ease of Use dan Faktor Lain Terhadap Niat Kaum Milenial dalam Menggunakan Transportasi Berbasis Aplikasi, 1-18.

Esyeria, M. U. (2017). Persepsi Manfaat, Resiko, Tampilan Iklan, Dan Tingkat Keyakinan Serta Pengaruhnya Terhadap Keputusan Pembelian Konsumen Di Online Shop. Bandarlampung,

Farooq Ahmad, K. M.-M. (n.d.). (2022). Online Customer Experience Leads to Loyalty via Customer Engagement: Moderating Role of Value Co-creation. Frontiers Psychology, 13(897851)

Greene, Aislyn. (2014). Rise of Mobile Shopping and Emerging Consumer: A Complicated Courtship. Professional Panorama: An International Journal of Management & Technology. 24-36

Grob, M. (2018). Heterogeneity In Consumers' Mobile Shopping Acceptance: A Finite Mixture Partial Least Squares Modelling Approach For Exploring And Characterising Different Shopper Segments. J. Retailing Consum. Serv, Vol. 40, 8-18

Guritno, S., & Siringoringo, H. (2013). Perceived Usefulness, Ease of Use, and Attitude Towards Online Shopping Usefulness Towards Online Airlines Ticket Purchase. Procedia-Social and Behavioral Sciences, 81, 212-216

Hamilton-Ibama, E.-O. L. (n.d.). (2022). Service Quality and Customer Retention in Deposit Money Banks in Port Harcourt, American Journal Of Economics And Business Management, 5(2), 27-41

Hogail, A., dan Al Shahrani, M. (2018). Building Consumer Trust to Improve Internet of Things (IoT) Technology Adoption. Advances In Intelligent Systems and Computing, 775, 325–334.

Juniwati. (2014). Influence of Perceived Usefulness, Ease of Use, Risk on Attitude and Intention to Shop Online, European Journal of Business and Management. 6(27), 218-229.

Kitchenham, B. (2004). Procedures for Performing Systematic Reviews. Keele, UK, Keele University, 1-28

Le Wang, X. L. (n.d.). (2019). Easy come or easy go? Empirical evidence on switching behaviors in mobile payment applications’, Information & Management, 56(7), p. 103150.

Lee, C.-Y., Tsao, C.-H., & Chang, W.-C. (2015). The Relationship Between Attitude Toward Using and Customer Satisfaction with Mobile Application Services: An Empirical Study From The Life Insurance Industry. Journal of Enterprise Information Management, 28(5), 680-697. https://doi.org/10.1108/JEIM-07-2014-0077.

M. H. Moshrefjavadi, H. Rezaie Dolatabadi, M. Nourbakhsh, A. Poursaeedi, and A. Asadollahi. (2012. An Analysis of Factors Affecting Online Shopping Behavior of Consumers. International Journal of Marketing Studies, 4(5), 81-98.

Makmor, N., Abd Aziz, N., dan Alam, S. S. (2019). Social Commerce an Extended Technology Acceptance Model: The Mediating Effect of Perceived Ease of Use dan Perceived Usefulness. Malaysian Journal of Consumer And Family Economics, 22, 119-136

Mandilas, A., Karasavvoglou, A., Nikolaidis, M., & Tsourgiannis, L. (2013). Predicting consumer's perceptions in on-line shopping. Procedia Technology, 8, 435-444.

Miandari, G. A. K. D. D., et al. (2021). Application of Technology Acceptance Model to Explain Repurchase Intention in Online Shopping Consumers. Webology, 18(1), http://dx.doi.org/10.14704/WEB/V18I1/WEB18087

Monisa, Martina. (2012). Persepsi Kemudahan Dan Kegunaan OPAC Perpustakaan UNAIR. Jurnal Fisip Unair, 2(1)

N. Mohamed, R. Hussein, N. H. A. Zamzuri, and H. Haghshenas, “Insights into individual’s online shopping continuance intention,” Ind. Manag. Data Syst., 2014, doi: 10.1108/IMDS-07-2014-0201.

Nguyen, O. T. (2020). Factors Affecting the Intention to Use Digital Banking in Vietnam. The Journal of Asian Finance, Economics, and Business, 7(3), 303-310.

Nielsenwire (2012), A Store In Your Pocket: Retailer Mobile Websites Beat Apps Among Us Smart Phone Owners, Retrieved from http://blog.nielsen.com /nielsenwire/consumer/a-store-in-your-pocket- retailer

Parag Sunil Shukla, Dr. Priti V. Nigam. (2018). E- Shopping using Mobile Apps and the Emerging Consumer in the Digital Age of Retail Hyper personalization: An Insight. Pacific Business Review International, 10(10), 131-139.

Puspitasari, I., dan Briliana, V. (2017). Pengaruh Perceived Ease of Use, Perceived Usefulness, Trust dan Perceived Enjoyment Terhadap Repurchase Intention (Studi Kasus Pada Website Zalora Indonesia). Jurnal Bisnis dan Akuntansi, 19(2), 171–182.

Putro, H. B., dan Haryanto, B. (2015). Factors affecting purchase intention of online shopping in Zalora Indonesia. Journal of Economics, Management dan Trade, 9(1), 1-12.

Rachinger, M., Rauter, R., Vorraber, C. M. W., Schirgi, E. (2019). Digitalization and its Influence on Business Model Innovation, Journal of Manufacturing Technology Management, 30(8), 1143-1160.

Sajidm, S., Rashid, R.M., Haider, W. (2022). Changing Trends of Consumers' Online Buying Behavior During COVID-19 Pandemic with Moderating Role of Payment Mode and Gender. Frontiers Psychology., 13, https://doi.org/10.3389/fpsyg.2022.919334

Sianadewi, J. H., Widyarini, L. A., & Wibowo, W. (2017). Pengaruh Perceived Social Presence, Perceived Ease of Use, Perceived Usefulness, dan Attitude towards Online Shopping terhadap Niat Beli pada Jakarta Notebook.com. Kajian Ilmiah Mahasiswa Manajemen, 6(2), 104-115

Singh, P., Keswani, S., Singh, S., & Sharma, S. (2016). A Study of Adoption Behavior for Online Shopping: An Extension of Tam Model. International Journal Advances in Social Science and Humanities. 4(7), 11-22.

Singh, P., Keswani, S., Singh, S., & Sharma, S. (2016). A Study of Adoption Behavior for Online Shopping: An Extension of Tam Model. International Journal Advances in Social Science and Humanities. 4(7), 11-22

Singh, P., Keswani, S., Singh, S., dan Sharma, S. (2018). A Study of Adoption Behavior for Online Shopping: An Extension of Tam Model. IJASSH, 4(07), 11-22

Suh, Y. I., Ahn, T., Lee, J. K., & Pedersen, P. M. (2015). Effect of Trust and Risk on Purchase Intentions in Online Secondary Ticketing: Sport Consumers and Ticket Reselling, South African Journal for Research in Sport Physical Education and Recreation, 37(2), 131– 142.

Suhir, M., Suyadi, I., & Riyadi. (2014). Pengaruh Persepsi Risiko, Kemudahan dan Manfaat Terhadap Keputusan Pembelian Secara Online (Survei Terhadap Pengguna Situs Website www.Kaskus.co.id), Jurnal Administrasi Bisnis. 8 (1), 1-10

Suhir, Moch., Suryadi, Imam., Riyadi. (2014). Pengaruh Persepsi Risiko, Kemudahan dan Manfaat Terhadap Keputusan Pembelian Secara Online, Jurnal Administrasi Bisnis (JAB) Universitas Brawijaya Malang, 8(1)

Suleman, D. (2018). Faktor penentu keputusan konsumen Indonesia memilih tempat belanja disebuah e-commerce (Theory of Planned Behavior). Jurnal Doktor Manajemen, 1(2), 1-9.

Suleman, D. (2018). Faktor penentu keputusan konsumen Indonesia memilih tempat belanja disebuah e-commerce (Theory of Planned Behavior). Jurnal Doktor Manajemen, 1(2), 1-9

Sutisna, F., & Handra, T. (2022). The Theory of Planned Behavior Influences Online Shopping Behavior. APTISI Transactions on Management (ATM), 6(1), 52–61. https://doi.org/10.33050/atm.v6i1.1691

Tavallaee, R., Shokouhyar, S., & Samadi, F. (2017). The Combined Theory of Planned Behaviour And Technology Acceptance Model Of Mobile Learning At Tehran Universities. International Journal of Mobile Learning and Organisation, 11(2), 176-206

Utami, P. D. P., dan Rahyuda, K. (2019). the Antecedents of Consumers’ Attitude and Its Consequences on Online Purchase Intention. International Research Journal Of Management, 6(4), 107-117

Y. J. Lim, A. Osman, S. N. Salahuddin, A. R. Romle, and S. Abdullah. (2016) “Factors Influencing Online Shopping Behavior: The Mediating Role of Purchase Intention,” Procedia Econ. Finance, doi: 10.1016/s2212-5671(16)00050- 2.

Yongchang Wei, C. W. (n.d.). (2018). Online Purchase Intention of Fruits: Antecedents in an Integrated Model Based on Technology Acceptance Model and Perceived Risk Theory, Front. Psychol, 9

Yunita, N. R., Sumarsono, H., & Farida, U. (2019). Pengaruh Persepsi Risiko, Kepercayaan, Dan Keamanan Terhadap Keputusan Pembelian Online Di Buka Lapak (Studi Kasus Pada Komunitas Buka Lapak Ponorogo). ISOQUANT: Jurnal Ekonomi, Manajemen dan Akuntansi, 3(1), 90-105.

Zhang, L., Zhu, J. & Liu, Q. (2012). A Meta-Analysis Of Mobile Commerce Adoption And The Moderating Effect Of Culture', Computers In Human Behaviour, 28(2), 1902-1911.

Downloads


Crossmark Updates

How to Cite

Setyoadi, E. T. ., & Rahmawati, T. (2024). Technology Acceptance Model to Factors Customer Switching on Online Shopping Technology: Literature Review. Sinkron : Jurnal Dan Penelitian Teknik Informatika, 9(1), 196-209. https://doi.org/10.33395/sinkron.v9i1.12993