Understanding the Continuance Intention of Omnichannel: Combining TAM and TPB

Nowadays, consumers use information devices to use products and services through various channels. Omnichannel promotes sales improvement by allowing businesses to secure multiple channels. It provides consumers with a wider range of choices and monetary advantages. As such, omnichannel facilitates economic sustainability as a major platform for commerce. The purpose of this study is to identify the determinants of consumers' continuous intention to use omnichannel. This research collected data from 262 consumers who had used omnichannel. Partial lease square structural equation modeling was employed to analyze the empirical data. The results found that accessibility positively affects perceived ease of use, perceived usefulness, and relative advantage. Monetary saving positively influences relative advantage. Perceived risk has a negative association with relative advantage. Continuance intention is influenced by relative advantage, attitude, subjective norms, and perceived behavioral control. This study offers an academic contribution in that the model was expanded by combining the theories of both technology and human behavior. It provides practical implications that omnichannel practitioners should prioritize money saving, perceived risks, and relative advantages. To enhance the generality of the results, future research needs to survey consumers in more countries. This work would be a useful guide to the sustainability of the economy.

Automated summary

Nowadays, consumers use various channels and information devices to purchase products and services. Omnichannel sales improve sales growth by providing businesses with multiple secure channels. This allows consumers to have more choices and economic advantages. Therefore, omnichannel facilitates economic sustainability as a major commerce platform. This study aims to identify the determinants of consumers' continued intention to use omnichannel. Data was collected from 262 consumers who have used omnichannel. Partial least squares structural equation modeling was used to analyze the empirical data. The study found that accessibility positively influences perceived ease of use, perceived usefulness, and relative advantage. Saving money has a positive effect on relative advantage. Perceived risk has a negative association with relative advantage. Continuance intention is influenced by relative advantage, attitude, subjective norms, and perceived behavioral control. The study contributes to the academic field by expanding the model combining technology and human behavior theories. It also provides practical implications for omnichannel practitioners to prioritize money saving, perceived risks, and relative advantages. To enhance the generalizability, future research should survey consumers in more countries. This work is a useful guide for the sustainability of the economy.