Zhang, H.; Hu, L.; Kim, Y. Dispel the Clouds and See the Sun: Influencing Factors and Multiple Paths of User Retention Intention Formation. Behav. Sci.2023, 13, 872.
Zhang, H.; Hu, L.; Kim, Y. Dispel the Clouds and See the Sun: Influencing Factors and Multiple Paths of User Retention Intention Formation. Behav. Sci. 2023, 13, 872.
Zhang, H.; Hu, L.; Kim, Y. Dispel the Clouds and See the Sun: Influencing Factors and Multiple Paths of User Retention Intention Formation. Behav. Sci.2023, 13, 872.
Zhang, H.; Hu, L.; Kim, Y. Dispel the Clouds and See the Sun: Influencing Factors and Multiple Paths of User Retention Intention Formation. Behav. Sci. 2023, 13, 872.
Abstract
To achieve user retention through multifactor synergy, Internet enterprises must reduce costs and increase efficiency and sustainable development. In response to the dilemma that Internet compa-nies are experiencing increasingly high user acquisition costs and serious user churn, this paper uses a sample of 46,695 user reviews of nine product series from Xiaomi Ecological Chain. Case studies and qualitative comparative analysis are used to explore the influence mechanisms of quality of experience, brand trust, and brand attachment on users' retention intentions. Our find-ings are as follows. (1) Brand attachment alone is not necessary for high user retention intention, but user perception, cognition, and brand trust are necessary. (2) Quality of experience positively impacts brand trust, attachment, and user retention intention. Therefore, improving user perception and cognition is critical in generating high user retention intention. (3) Five configuration paths can achieve high user retention intention, three configuration paths lead to low user retention intention, and there is an asymmetric relationship between these paths. Among them, the role of quality of experience-driven configuration paths in generating user retention intention is the most prominent. (4) In the substitution relationship between configuration paths, user perception, and cognition can substitute with brand trust and attachment. Our findings have important theoretical and practical implications for revealing the realization paths of high user retention intention in Internet companies and provide a new perspective for future research.
Keywords
quality of experience; brand trust; brand attachment; user retention intention; case study; fsQCA
Subject
Business, Economics and Management, Marketing
Copyright:
This is an open access article distributed under the Creative Commons Attribution License which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
