How to cite this paper
Wall, W. (2024). From clicks to carts: Examining the role of perceived flow and customer satisfaction as mediators in social media e-commerce.International Journal of Data and Network Science, 8(4), 2067-2076.
Refrences
Ahmad, F., Mustafa, K., Hamid, S. A. R., Khawaja, K. F., Zada, S., Jamil, S., Qaisar, M. N., Vega-Muñoz, A., Contreras-Barraza, N., & Anwer, N. (2022). Online customer experience leads to loyalty via customer engagement: Moderating role of value co-creation. Frontiers in psychology, 13, 897851. https://doi.org/10.3389/fpsyg.2022.897851
Al-Emadi, K. A., Kassim, Z. A., & Razzaque, A. (2021). User friendly and user satisfaction model aligned with FinTech. In Y. Albastaki, A. Razzaque, & A. Sarea (Eds.), Innovative Strategies for Implementing FinTech in Banking (pp. 291-301). IGI Global. https://doi.org/10.4018/978-1-7998-3257-7.ch017
Ali, F. (2016). Hotel website quality, perceived flow, customer satisfaction and purchase intention. Journal of hospitality and tourism technology, 7(2), 213-228.
Arora, R. (1982). Validation of an SOR model for situation, enduring, and response components of involvement. Journal of Marketing Research, 19(4), 505-516.
Bell, L., McCloy, R., Butler, L., & Vogt, J. (2020). Motivational and affective factors underlying consumer dropout and transactional success in eCommerce: An overview. Frontiers in Psychology, 11. https://doi.org/10.3389/fpsyg.2020.01546
Beneke, J., Flynn, R., Greig, T., & Mukaiwa, M. (2013). The influence of perceived product quality, relative price and risk on customer value and willingness to buy: a study of private label merchandise. Journal of Product & Brand Manage-ment, 22(3), 218-228.
Ceyhan, A. (2019). The impact of perception related social media marketing applications on consumers’ brand loyalty and purchase intention. Emerging Markets Journal, 9(1), 88–100.
Chen, C.-C., Hsiao, K.-L., & Wu, S.-J. (2018). Purchase intention in social commerce: An empirical examination of per-ceived value and social awareness. Library Hi Tech.
Chiu, C.‐M., Wang, E.T.G., Fang, Y.‐H., & Huang, H.‐Y. (2014), Understanding customers' repeat purchase intentions in B2C e‐commerce: the roles of utilitarian value, hedonic value and perceived risk. Information Systems Journal, 24, 85-114.
Chiu, W., & Cho, H. (2021). E-commerce brand: The effect of perceived brand leadership on consumers’ satisfaction and repurchase intention on e-commerce websites. Asia Pacific Journal of Marketing and Logistics, 33(6), 1339-1362. https://doi.org/10.1108/APJML-10-2018-0403
Csikszentmihalyi, M. (1988). The flow experience and its significance for human psychology. Optimal experience: Psy-chological studies of flow in consciousness, 2, 15-35.
Disastra, G. M., Suryawardani, B., & Sastika, W. (2019). Website atmosphere, perceived flow and its impact on purchase intention. 1st International Conference on Economics, Business, Entrepreneurship, and Finance (ICEBEF 2018). At-lantis Press.
Dwivedi, Y. K., Ismagilova, E., Hughes, D. L., Carlson, J., Filieri, R., Jacobson, J., Jain, V., Karjaluoto, H., Kefi, H., Krishen, A. S., Kumar, V., Rahman, M. M., Raman, R., Rauschnabel, P. A., Rowley, J., Salo, J., Tran, G. A., & Wang, Y. (2021). Setting the future of digital and social media marketing research: Perspectives and research propositions. International Journal of Information Management, 59, 102168. https://doi.org/10.1016/j.ijinfomgt.2020.102168
Gong, W., Stump, R., & Maddox, L. (2013). Factors influencing consumers' online shopping in China. Journal of Asia Business Studies, 7(3), 214-230.
Gulfraz, M. B., Sufyan, M., Mustak, M., Salminen, J., & Srivastava, D. K. (2022). Understanding the impact of online cus-tomers’ shopping experience on online impulsive buying: A study on two leading E-commerce platforms. Journal of Retailing and Consumer Services, 68, 103000. https://doi.org/10.1016/j.jretconser.2022.103000
Gummerus, J., Liljander, V., Weman, E., & Pihlström, M. (2012). Customer engagement in a Facebook brand community. Management Research Review, 35(9), 857-877.
Guo, J., Zhang, W., & Xia, T. (2022). Impact of shopping website design on customer satisfaction and loyalty: The medi-ating role of usability and the moderating role of trust. Sustainability, 15(8), 6347. https://doi.org/10.3390/su15086347
Hossain, M. S., & Zhou, X. (2018). Impact of m-payments on purchase intention and customer satisfaction: Perceived flow as mediator. International Journal of Science and Business, 2(3), 503–517.
Hossain, M. S., Zhou, X., & Rahman, M. F. (2018). Examining the impact of QR codes on purchase intention and custom-er satisfaction on the basis of perceived flow. International Journal of Engineering Business Management, 10, 1847979018812323.
Hsu, L., Chang, C., & Chen, C. (2012). Flow Experience and Internet Shopping Behavior: Investigating the Moderating Ef-fect of Consumer Characteristics. Systems Research and Behavioral Science, 29(3), 317-332. https://doi.org/10.1002/sres.1101
Hsu, M., Chuang, L., & Hsu, C. (2014). Understanding online shopping intention: the roles of four types of trust and their antecedents. Internet Research, 24(3), 332-352.
Huang, T. (2023). Using SOR framework to explore the driving factors of older adults smartphone use behavior. Humani-ties and Social Sciences Communications, 10(1), 1-16. https://doi.org/10.1057/s41599-023-02221-9
Ishfaq, N., & Mengxing, H. (2022). Consumer usage behavior of internet-based services (IBS) in Pakistan during COVID-19 crisis from the perspective of technology acceptance model. Environmental Science and Pollution Research Inter-national, 29(57), 85632-85647. https://doi.org/10.1007/s11356-021-15868-1
Islam, T., Sheikh, Z., Hameed, Z., Khan, I. K., & Azam, R. I. (2018). Social comparison, materialism, and compulsive buy-ing based on stimulus-response-model: a comparative study among adolescents and young adults. Young Consumers, 19(1), 19-37.
Istijanto, Arifin, Y., & Nurhayati. (2023). Examining customer satisfaction and purchase intention toward a new product before its launch: Cookies enriched with spirulina. Cogent Business & Management, 10(3). https://doi.org/10.1080/23311975.2023.2257346
Jamil, K., Dunnan, L., Gul, R. F., Shehzad, M. U., Gillani, S. H. M., & Awan, F. H. (2022). Role of social media marketing activities in influencing customer intentions: A perspective of a new emerging era. Frontiers in Psychology, 12, 808525. https://doi.org/10.3389/fpsyg.2021.808525
Jauhari, M. T., Kusumawati, A., & Nuralam, I. P. (2019). The impact of website quality on consumer satisfaction and pur-chase intention (study case of e-commerce Lazada Indonesia in Malang city). Jurnal Administrasi Bisnis, 67(1), 54–61.
Jie, W., Poulova, P., Haider, S. A., & Sham, R. B. (2022). Impact of internet usage on consumer impulsive buying behav-ior of agriculture products: Moderating role of personality traits and emotional intelligence. Frontiers in Psychology, 13. https://doi.org/10.3389/fpsyg.2022.951103
Kabadayi, S., & Gupta, R. (2005). Website loyalty: An empirical investigation of its antecedents. International Journal of Internet Marketing and Advertising, 2(4), 321-345. https://doi.org/10.1504/IJIMA.2005.008105
Khatoon, S., Zhengliang, X., & Hussain, H. (2020). The Mediating Effect of customer satisfaction on the relationship be-tween Electronic banking service quality and customer Purchase intention: Evidence from the Qatar banking sector. SAGE Open, 10(2), 2158244020935887.
Kim, J., Yang, K., & Yong Kim, B. (2013). Online retailer reputation and consumer response: examining cross cultural differences. International Journal of Retail & Distribution Management, 41(9), 688-705.
Lee, G., & Lin, H. (2005). Customer perceptions of e‐service quality in online shopping. International Journal of Retail & Distribution Management, 33(2), 161-176.
Lin, C., & Lekhawipat, W. (2014). Factors affecting online repurchase intention. Industrial Management & Data Systems, 114(4), 597 – 611.
McClure, C., & Seock, Y.-K. (2020). The role of involvement: Investigating the effect of brand’s social media pages on consumer purchase intention. Journal of Retailing and Consumer Services, 53, 101975.
McKinney, V., Yoon, K., & Zahedi, F. M. (2002). The measurement of web-customer satisfaction: An expectation and disconfirmation approach. Information systems research, 13(3), 296-315.
Mofokeng, T.E., & Tan, A.W.K. (2021). The impact of online shopping attributes on customer satisfaction and loyalty: Moderating effects of e-commerce experience. Cogent Business & Management, 8(1). https://doi.org/10.1080/23311975.2021.1968206
Moslehpour, M., Dadvari, A., Nugroho, W., & Do, B. R. (2021). The dynamic stimulus of social media marketing on pur-chase intention of Indonesian airline products and services. Asia Pacific Journal of Marketing and Logistics, 33(2), 561-583.
Oliver, R. L., Rust, R. T., & Varki, S. (1997). Customer delight: foundations, findings, and managerial insight. Journal of retailing, 73(3), 311-336.
Phan Tan, L., & Le, T.H. (2023). The influence of perceived price and quality of delivery on online repeat purchase inten-tion: The evidence from Vietnamese purchasers. Cogent Business & Management, 10(1). https://doi.org/10.1080/23311975.2023.2173838
Santouridis, I., & Trivellas, P. (2010). Investigating the impact of service quality and customer satisfaction on customer loyalty in mobile telephony in Greece. The TQM Journal, 22(3), 330-343.
Shah, S.S., & Asghar, Z. (2023). Dynamics of social influence on consumption choices: A social network representation. Heliyon, 9(6). https://doi.org/10.1016/j.heliyon.2023.e17146
Slama, M. E., & Tashchian, A. (1987). Validating the SOR paradigm for consumer involvement with a convenience good. Journal of the Academy of Marketing Science, 15, 36-45.
Tandon, U., Kiran, R., & Sah, A. N. (2016). Customer satisfaction using website functionality, perceived usability and perceived usefulness towards online shopping in India. Information Development. https://doi.org/10.1177/0266666915621106
Wang, C., Liu, T., Zhu, Y., Wang, H., Wang, X., & Zhao, S. (2023). The influence of consumer perception on purchase in-tention: Evidence from cross-border E-commerce platforms. Heliyon, 9(11), e21617. https://doi.org/10.1016/j.heliyon.2023.e21617
Webster, J., Trevino, L. K., & Ryan, L. (1993). The dimensionality and correlates of flow in human-computer interactions. Computers in Human Behavior, 9(4), 411-426. https://doi.org/10.1016/0747-5632(93)90032-N
Wibowo, A., Chen, S.-C., Wiangin, U., Ma, Y., & Ruangkanjanases, A. (2021). Customer behavior as an outcome of social media marketing: The role of social media marketing activity and customer experience. Sustainability, 13(1), 189.
Wu, J. J., & Chang, Y. S. (2005). Towards understanding members' interactivity, trust, and flow in online travel communi-ty. Industrial Management & Data Systems, 105(7), 937-954.
Wu, Y.-L., & Li, E.Y. (2018). Marketing mix, customer value, and customer loyalty in social commerce: A stimulus-organism-response perspective. Internet Research, 28(1), 74-104.
Yu, Z., Klongthong, W., Thavorn, J., & Ngamkroeckjoti, C. (2021). Understanding rural Chinese consumers’ behavior: A stimulus–organism–response (S-O-R) perspective on Huawei’s brand loyalty in China. Cogent Business & Manage-ment, 8(1), 1880679. https://doi.org/10.1080/23311975.2021.1880679
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of mar-keting, 60(2), 31-46.
Zhou, T. (2011). Examining the critical success factors of mobile website adoption. Online information review, 35(4), 636-652.
Al-Emadi, K. A., Kassim, Z. A., & Razzaque, A. (2021). User friendly and user satisfaction model aligned with FinTech. In Y. Albastaki, A. Razzaque, & A. Sarea (Eds.), Innovative Strategies for Implementing FinTech in Banking (pp. 291-301). IGI Global. https://doi.org/10.4018/978-1-7998-3257-7.ch017
Ali, F. (2016). Hotel website quality, perceived flow, customer satisfaction and purchase intention. Journal of hospitality and tourism technology, 7(2), 213-228.
Arora, R. (1982). Validation of an SOR model for situation, enduring, and response components of involvement. Journal of Marketing Research, 19(4), 505-516.
Bell, L., McCloy, R., Butler, L., & Vogt, J. (2020). Motivational and affective factors underlying consumer dropout and transactional success in eCommerce: An overview. Frontiers in Psychology, 11. https://doi.org/10.3389/fpsyg.2020.01546
Beneke, J., Flynn, R., Greig, T., & Mukaiwa, M. (2013). The influence of perceived product quality, relative price and risk on customer value and willingness to buy: a study of private label merchandise. Journal of Product & Brand Manage-ment, 22(3), 218-228.
Ceyhan, A. (2019). The impact of perception related social media marketing applications on consumers’ brand loyalty and purchase intention. Emerging Markets Journal, 9(1), 88–100.
Chen, C.-C., Hsiao, K.-L., & Wu, S.-J. (2018). Purchase intention in social commerce: An empirical examination of per-ceived value and social awareness. Library Hi Tech.
Chiu, C.‐M., Wang, E.T.G., Fang, Y.‐H., & Huang, H.‐Y. (2014), Understanding customers' repeat purchase intentions in B2C e‐commerce: the roles of utilitarian value, hedonic value and perceived risk. Information Systems Journal, 24, 85-114.
Chiu, W., & Cho, H. (2021). E-commerce brand: The effect of perceived brand leadership on consumers’ satisfaction and repurchase intention on e-commerce websites. Asia Pacific Journal of Marketing and Logistics, 33(6), 1339-1362. https://doi.org/10.1108/APJML-10-2018-0403
Csikszentmihalyi, M. (1988). The flow experience and its significance for human psychology. Optimal experience: Psy-chological studies of flow in consciousness, 2, 15-35.
Disastra, G. M., Suryawardani, B., & Sastika, W. (2019). Website atmosphere, perceived flow and its impact on purchase intention. 1st International Conference on Economics, Business, Entrepreneurship, and Finance (ICEBEF 2018). At-lantis Press.
Dwivedi, Y. K., Ismagilova, E., Hughes, D. L., Carlson, J., Filieri, R., Jacobson, J., Jain, V., Karjaluoto, H., Kefi, H., Krishen, A. S., Kumar, V., Rahman, M. M., Raman, R., Rauschnabel, P. A., Rowley, J., Salo, J., Tran, G. A., & Wang, Y. (2021). Setting the future of digital and social media marketing research: Perspectives and research propositions. International Journal of Information Management, 59, 102168. https://doi.org/10.1016/j.ijinfomgt.2020.102168
Gong, W., Stump, R., & Maddox, L. (2013). Factors influencing consumers' online shopping in China. Journal of Asia Business Studies, 7(3), 214-230.
Gulfraz, M. B., Sufyan, M., Mustak, M., Salminen, J., & Srivastava, D. K. (2022). Understanding the impact of online cus-tomers’ shopping experience on online impulsive buying: A study on two leading E-commerce platforms. Journal of Retailing and Consumer Services, 68, 103000. https://doi.org/10.1016/j.jretconser.2022.103000
Gummerus, J., Liljander, V., Weman, E., & Pihlström, M. (2012). Customer engagement in a Facebook brand community. Management Research Review, 35(9), 857-877.
Guo, J., Zhang, W., & Xia, T. (2022). Impact of shopping website design on customer satisfaction and loyalty: The medi-ating role of usability and the moderating role of trust. Sustainability, 15(8), 6347. https://doi.org/10.3390/su15086347
Hossain, M. S., & Zhou, X. (2018). Impact of m-payments on purchase intention and customer satisfaction: Perceived flow as mediator. International Journal of Science and Business, 2(3), 503–517.
Hossain, M. S., Zhou, X., & Rahman, M. F. (2018). Examining the impact of QR codes on purchase intention and custom-er satisfaction on the basis of perceived flow. International Journal of Engineering Business Management, 10, 1847979018812323.
Hsu, L., Chang, C., & Chen, C. (2012). Flow Experience and Internet Shopping Behavior: Investigating the Moderating Ef-fect of Consumer Characteristics. Systems Research and Behavioral Science, 29(3), 317-332. https://doi.org/10.1002/sres.1101
Hsu, M., Chuang, L., & Hsu, C. (2014). Understanding online shopping intention: the roles of four types of trust and their antecedents. Internet Research, 24(3), 332-352.
Huang, T. (2023). Using SOR framework to explore the driving factors of older adults smartphone use behavior. Humani-ties and Social Sciences Communications, 10(1), 1-16. https://doi.org/10.1057/s41599-023-02221-9
Ishfaq, N., & Mengxing, H. (2022). Consumer usage behavior of internet-based services (IBS) in Pakistan during COVID-19 crisis from the perspective of technology acceptance model. Environmental Science and Pollution Research Inter-national, 29(57), 85632-85647. https://doi.org/10.1007/s11356-021-15868-1
Islam, T., Sheikh, Z., Hameed, Z., Khan, I. K., & Azam, R. I. (2018). Social comparison, materialism, and compulsive buy-ing based on stimulus-response-model: a comparative study among adolescents and young adults. Young Consumers, 19(1), 19-37.
Istijanto, Arifin, Y., & Nurhayati. (2023). Examining customer satisfaction and purchase intention toward a new product before its launch: Cookies enriched with spirulina. Cogent Business & Management, 10(3). https://doi.org/10.1080/23311975.2023.2257346
Jamil, K., Dunnan, L., Gul, R. F., Shehzad, M. U., Gillani, S. H. M., & Awan, F. H. (2022). Role of social media marketing activities in influencing customer intentions: A perspective of a new emerging era. Frontiers in Psychology, 12, 808525. https://doi.org/10.3389/fpsyg.2021.808525
Jauhari, M. T., Kusumawati, A., & Nuralam, I. P. (2019). The impact of website quality on consumer satisfaction and pur-chase intention (study case of e-commerce Lazada Indonesia in Malang city). Jurnal Administrasi Bisnis, 67(1), 54–61.
Jie, W., Poulova, P., Haider, S. A., & Sham, R. B. (2022). Impact of internet usage on consumer impulsive buying behav-ior of agriculture products: Moderating role of personality traits and emotional intelligence. Frontiers in Psychology, 13. https://doi.org/10.3389/fpsyg.2022.951103
Kabadayi, S., & Gupta, R. (2005). Website loyalty: An empirical investigation of its antecedents. International Journal of Internet Marketing and Advertising, 2(4), 321-345. https://doi.org/10.1504/IJIMA.2005.008105
Khatoon, S., Zhengliang, X., & Hussain, H. (2020). The Mediating Effect of customer satisfaction on the relationship be-tween Electronic banking service quality and customer Purchase intention: Evidence from the Qatar banking sector. SAGE Open, 10(2), 2158244020935887.
Kim, J., Yang, K., & Yong Kim, B. (2013). Online retailer reputation and consumer response: examining cross cultural differences. International Journal of Retail & Distribution Management, 41(9), 688-705.
Lee, G., & Lin, H. (2005). Customer perceptions of e‐service quality in online shopping. International Journal of Retail & Distribution Management, 33(2), 161-176.
Lin, C., & Lekhawipat, W. (2014). Factors affecting online repurchase intention. Industrial Management & Data Systems, 114(4), 597 – 611.
McClure, C., & Seock, Y.-K. (2020). The role of involvement: Investigating the effect of brand’s social media pages on consumer purchase intention. Journal of Retailing and Consumer Services, 53, 101975.
McKinney, V., Yoon, K., & Zahedi, F. M. (2002). The measurement of web-customer satisfaction: An expectation and disconfirmation approach. Information systems research, 13(3), 296-315.
Mofokeng, T.E., & Tan, A.W.K. (2021). The impact of online shopping attributes on customer satisfaction and loyalty: Moderating effects of e-commerce experience. Cogent Business & Management, 8(1). https://doi.org/10.1080/23311975.2021.1968206
Moslehpour, M., Dadvari, A., Nugroho, W., & Do, B. R. (2021). The dynamic stimulus of social media marketing on pur-chase intention of Indonesian airline products and services. Asia Pacific Journal of Marketing and Logistics, 33(2), 561-583.
Oliver, R. L., Rust, R. T., & Varki, S. (1997). Customer delight: foundations, findings, and managerial insight. Journal of retailing, 73(3), 311-336.
Phan Tan, L., & Le, T.H. (2023). The influence of perceived price and quality of delivery on online repeat purchase inten-tion: The evidence from Vietnamese purchasers. Cogent Business & Management, 10(1). https://doi.org/10.1080/23311975.2023.2173838
Santouridis, I., & Trivellas, P. (2010). Investigating the impact of service quality and customer satisfaction on customer loyalty in mobile telephony in Greece. The TQM Journal, 22(3), 330-343.
Shah, S.S., & Asghar, Z. (2023). Dynamics of social influence on consumption choices: A social network representation. Heliyon, 9(6). https://doi.org/10.1016/j.heliyon.2023.e17146
Slama, M. E., & Tashchian, A. (1987). Validating the SOR paradigm for consumer involvement with a convenience good. Journal of the Academy of Marketing Science, 15, 36-45.
Tandon, U., Kiran, R., & Sah, A. N. (2016). Customer satisfaction using website functionality, perceived usability and perceived usefulness towards online shopping in India. Information Development. https://doi.org/10.1177/0266666915621106
Wang, C., Liu, T., Zhu, Y., Wang, H., Wang, X., & Zhao, S. (2023). The influence of consumer perception on purchase in-tention: Evidence from cross-border E-commerce platforms. Heliyon, 9(11), e21617. https://doi.org/10.1016/j.heliyon.2023.e21617
Webster, J., Trevino, L. K., & Ryan, L. (1993). The dimensionality and correlates of flow in human-computer interactions. Computers in Human Behavior, 9(4), 411-426. https://doi.org/10.1016/0747-5632(93)90032-N
Wibowo, A., Chen, S.-C., Wiangin, U., Ma, Y., & Ruangkanjanases, A. (2021). Customer behavior as an outcome of social media marketing: The role of social media marketing activity and customer experience. Sustainability, 13(1), 189.
Wu, J. J., & Chang, Y. S. (2005). Towards understanding members' interactivity, trust, and flow in online travel communi-ty. Industrial Management & Data Systems, 105(7), 937-954.
Wu, Y.-L., & Li, E.Y. (2018). Marketing mix, customer value, and customer loyalty in social commerce: A stimulus-organism-response perspective. Internet Research, 28(1), 74-104.
Yu, Z., Klongthong, W., Thavorn, J., & Ngamkroeckjoti, C. (2021). Understanding rural Chinese consumers’ behavior: A stimulus–organism–response (S-O-R) perspective on Huawei’s brand loyalty in China. Cogent Business & Manage-ment, 8(1), 1880679. https://doi.org/10.1080/23311975.2021.1880679
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of mar-keting, 60(2), 31-46.
Zhou, T. (2011). Examining the critical success factors of mobile website adoption. Online information review, 35(4), 636-652.