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Validating an episodic UX model on online shopping decision making: a survey study with B2C e-commerce

Authors:

Abdullah Al Sokkar,

Effie LawAuthors Info & Claims

EICS '13: Proceedings of the 5th ACM SIGCHI symposium on Engineering interactive computing systems

Pages 297 - 306

https://doi.org/10.1145/2494603.2480301

Published: 24 June 2013 Publication History

Abstract

Existing online shopping decision-making models (OSDMs) do not address adequately the role of experiential qualities in customer satisfaction. The awareness of this scoping issue has become stronger due to the recent User Experience (UX) research. We have developed an OSDM called 'Episodic UX Model on Decision-Making' (EUX-DM) by integrating the established technology acceptance model, emerging UX models, and expectation-confirmation theory. EUX-DM covers three phases: before interaction, after interaction, and confirmation. To validate the model, we designed and conducted a web-based survey, which comprises eight main constructs. Five (i.e. usefulness, ease-of-use, aesthetic quality, trust and experiential quality) were measured in all three phases, two (i.e. usage attitude, intention to purchase, overall satisfaction) were measured in the 'during' phase, and one (i.e. overall satisfaction) was measured only in the 'confirmation' phase. Results from analysing 278 responses suggest the validity of our model. Implications for augmenting EUX-DM are discussed.

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Cited By

AlSokkar AAhmad Al-Gasawneh JOtair MAlghizzawi MAlarabiat DAl Eisawi D(2024)Online marketing campaigns’ aesthetics: Measuring the direct effect on customers’ decision-makingInnovative Marketing10.21511/im.20(4).2024.1820:4(206-218)Online publication date: 19-Dec-2024
https://doi.org/10.21511/im.20(4).2024.18
AlSokkar ALaw EAlMajali DAl-Gasawneh JAlshinwan M(2024)An Indexed Approach for Expectation-Confirmation Theory: A Trust-based modelElectronic Markets10.1007/s12525-024-00694-334:1Online publication date: 6-Feb-2024
https://doi.org/10.1007/s12525-024-00694-3
Brock LDe Bortoli LBellei EDe Marchi A(2024)Conversational agents and momentary user experience: an assessment using an electroencephalography deviceUniversal Access in the Information Society10.1007/s10209-024-01144-9Online publication date: 19-Aug-2024
https://doi.org/10.1007/s10209-024-01144-9
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Index Terms

Validating an episodic UX model on online shopping decision making: a survey study with B2C e-commerce
1. Human-centered computing

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cover image ACM Conferences

EICS '13: Proceedings of the 5th ACM SIGCHI symposium on Engineering interactive computing systems

June 2013

356 pages

ISBN:9781450321389

DOI:10.1145/2494603

General Chairs:
Peter Forbrig
University of Rostock, Germany
,
Prasun Dewan
University of North Carolina, Chapel Hill, USA
,
Program Chairs:
Michael Harrison
Queen Mary University London
,
Kris Luyten
Hasselt University, Belgium

Copyright © 2013 ACM.

Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than ACM must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from [email protected]

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Published: 24 June 2013

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EICS'13: ACM SIGCHI Symposium on Engineering Interactive Computing Systems

June 24 - 27, 2013

London, United Kingdom

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Overall Acceptance Rate 73 of 299 submissions, 24%

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Cited By

AlSokkar AAhmad Al-Gasawneh JOtair MAlghizzawi MAlarabiat DAl Eisawi D(2024)Online marketing campaigns’ aesthetics: Measuring the direct effect on customers’ decision-makingInnovative Marketing10.21511/im.20(4).2024.1820:4(206-218)Online publication date: 19-Dec-2024
https://doi.org/10.21511/im.20(4).2024.18
AlSokkar ALaw EAlMajali DAl-Gasawneh JAlshinwan M(2024)An Indexed Approach for Expectation-Confirmation Theory: A Trust-based modelElectronic Markets10.1007/s12525-024-00694-334:1Online publication date: 6-Feb-2024
https://doi.org/10.1007/s12525-024-00694-3
Brock LDe Bortoli LBellei EDe Marchi A(2024)Conversational agents and momentary user experience: an assessment using an electroencephalography deviceUniversal Access in the Information Society10.1007/s10209-024-01144-9Online publication date: 19-Aug-2024
https://doi.org/10.1007/s10209-024-01144-9
Bascur CRusu C(2020)Customer Experience in Retail: A Systematic Literature ReviewApplied Sciences10.3390/app1021764410:21(7644)Online publication date: 29-Oct-2020
https://doi.org/10.3390/app10217644
Méndez-Aparicio MJiménez-Zarco AIzquierdo-Yusta ABlazquez-Resino J(2020)Customer Experience and Satisfaction in Private Insurance Web AreasFrontiers in Psychology10.3389/fpsyg.2020.58165911Online publication date: 9-Oct-2020
https://doi.org/10.3389/fpsyg.2020.581659
Stojmenovic MBiddle RGrundy JFarrell V(2019)The influence of textual and verbal word-of-mouth on website usability and visual appealThe Journal of Supercomputing10.1007/s11227-018-2313-x75:4(1783-1830)Online publication date: 17-May-2019
https://dl.acm.org/doi/10.1007/s11227-018-2313-x
Chung NLee HKim JKoo C(2017)The Role of Augmented Reality for Experience-Influenced Environments: The Case of Cultural Heritage Tourism in KoreaJournal of Travel Research10.1177/004728751770825557:5(627-643)Online publication date: 11-May-2017
https://doi.org/10.1177/0047287517708255
Michalco JSimonsen JHornbæk K(2015)An Exploration of the Relation Between Expectations and User ExperienceInternational Journal of Human-Computer Interaction10.1080/10447318.2015.106569631:9(603-617)Online publication date: Jul-2015
https://doi.org/10.1080/10447318.2015.1065696

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