A study of virtual product consumption from the expectancy disconfirmation and symbolic consumption perspectives

Wei-Tsong Wang, Wen Hung Chang

Research output: Contribution to journalArticle

15 Citations (Scopus)

Abstract

Researchers have not specifically considered the determinants of satisfaction and repurchase intention with regard to virtual products. Using the expectancy disconfirmation model and symbolic consumption theory, this study presents and empirically examines a model of customer satisfaction and repurchase intention in this context. Using structural equation modeling to analyze the data collected from 477 consumers of virtual products, this study validates the influence of perceived customization and perceived sociability on customer satisfaction and repurchase intention with regard to virtual products. Additionally, this study statistically confirms the important mediating roles of outcome expectations and perceived quality in the indirect effects of perceived customization and perceived sociability on customer satisfaction. This study also verifies that customer satisfaction is a critical mediator of the indirect influence of the other four constructs in the proposed model on the consumers’ repurchase intention with regard to virtual products.

Original languageEnglish
Pages (from-to)887-908
Number of pages22
JournalInformation Systems Frontiers
Volume16
Issue number5
DOIs
Publication statusPublished - 2014 Oct 8

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Customer Satisfaction
Customer satisfaction
Customization
Structural Equation Modeling
Mediator
Determinant
Model
Verify
Influence

All Science Journal Classification (ASJC) codes

  • Software
  • Theoretical Computer Science
  • Information Systems
  • Computer Networks and Communications

Cite this

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A study of virtual product consumption from the expectancy disconfirmation and symbolic consumption perspectives. / Wang, Wei-Tsong; Chang, Wen Hung.

In: Information Systems Frontiers, Vol. 16, No. 5, 08.10.2014, p. 887-908.

Research output: Contribution to journalArticle

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