Title: The role of electronic word of mouth moderation in expectation-confirmation model: a study of Blackberry smartphone users in Solo Region, Central Java, Indonesia

Authors: Septiana Novita Dewi; Asri Laksmi Riani; Mugi Harsono; Ahmad Ikhwan Setiawan

Addresses: Sekolah Tinggi Ilmu Ekonomi Adi Unggul Bhirawa, Surakarta, Indonesia ' Faculty of Economic and Business, Universitas Sebelas Maret, Surakarta, Indonesia ' Faculty of Economic and Business, Universitas Sebelas Maret, Surakarta, Indonesia ' Faculty of Economic and Business, Universitas Sebelas Maret, Surakarta, Indonesia

Abstract: This study aims to empirically prove the linkage of electronic word of mouth (E-WOM) moderation in the relationship between confirmation, perceived usefulness, satisfaction, and continuance intention of Blackberry smartphone products in Solo Region, Central Java, Indonesia. The population in this study is all Blackberry users in Solo Region. The total samples are 100 people selected using purposive sampling method. The data collected were analysed using structural equation modelling (SEM) and the result shows that all hypothesis and relationships between variables are significant with positive direction. This implies that companies need to develop their ability in managing E-WOM to build consumer intention of continuous usage of IT product.

Keywords: perceived usefulness; confirmation; satisfaction; E-WOM; electronic word of mouth; continuance intention; Blackberry messenger; Solo Raya.

DOI: 10.1504/IJTGM.2021.10029690

International Journal of Trade and Global Markets, 2022 Vol.15 No.3, pp.348 - 362

Accepted: 27 Dec 2019
Published online: 12 Jul 2022 *

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