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FACTORS INFLUENCING ONLINE PURCHASE INTENTION WITH THE

MEDIATING ROLE OF CUSTOMER SATISFACTION

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 International Journal of Economics, Management and Accounting 27, no. 1 (2019): 235-252
© 2019 by The International Islamic University Malaysia

FACTORS INFLUENCING ONLINE PURCHASE

INTENTION WITH THE MEDIATING ROLE OF
CUSTOMER SATISFACTION

Shafique-ur-Rehmana, TalatBanob and AnamBhattic

a
Tunku Puteri Intan Safinaz School of Accountancy, Universiti Utara
Malaysia, Sintok, Kedah. Email:[email protected])
b
Deparment of Business Administration, University of Sargodha,
Gujranwala Campus, Pakistan.(Email:[email protected])
c
College of Business, Universiti Utara Malaysia, Sintok, Kedah,
Malaysia. (Email: [email protected])

ABSTRACT

The purpose of the paper is to determine the mediating role of customer

satisfaction between celebrity endorsement, brand equity, corporate social
responsibility and online purchase intention in Pakistan. Some 600
questionnaires were distributed among consumers for data collection
through convenience sampling. Out of these, 398 questionnaires were
returned, 14 questionnaires had some missing values and were removed
from the sample; only 384 questionnaires were finally used in the analysis.
Punjab has a total of 36 districts and data were collected from 16 districts
having the majority of the population. PLS-SEM was used for data analysis.
Results reveal that only celebrity endorsement has a direct influence on
online purchase intention. Furthermore, independent variables have a
significant influence on customer satisfaction. Customer satisfaction
significantly mediates between celebrity endorsement, brand equity,
corporate social responsibility, and online purchase intention. This study
contributes to practice in that online retailers can consider celebrity
endorsement, brand equity, corporate social responsibility, and customer
satisfaction in their decision to enhance online purchase intention. This
paper is one of the pioneer studies that determine celebrity endorsement,
brand equity, and corporate social responsibility at second-order with
customer satisfaction as a mediating variable with online purchase intention.

JEL Classification: M37, M14, M31

236 International Journal of Economics, Management and Accounting 27, no. 1 (2019)

Keywords: Celebrity endorsement, Brand equity, Corporate social

responsibility, Customer satisfaction, Online purchase intention

1. INTRODUCTION

Nowadays, online purchase intention (OPI) is rapidly increase due to

rapid change in internet technology. Online transaction is the feasible
as internet technology is considered a vital tool for business and
communication all over the world (Kamalul Ariffin, Mohan, and
Goh, 2018). Internet World Stats (2018) reported that 4.2 billion
people use internet in 2017, representing a 577% increase over
internet users in 2000. According to Statista (2018), more than 1.66
billion users bought goods online worth 2.3 trillion US dollars.
In Pakistan, the total population is 194.8 million and only 30
million people use the internet that is 18% of total population (Bhatti,
Saad, and Gbadebo, 2018). However, it is expected that internet
users in Pakistan will reach 56 million in 2019 (Bhatti et al., 2018).
In Pakistan, only 3% of the people purchase goods online and the
remaining 97% purchase traditionally and there is a significant gap
available to study this area to see what factors determines OPI
(Rehman, 2018). However, as OPI is an emerging area for
developing country and need to study further.
Literature shows that celebrity endorsement (CE), brand
equity (BE), corporate social responsibility (CSR) and customer
satisfaction must be used to determine OPI (Gauns et al., 2018;
Hanaysha, 2018) and these factors cannot be ignored. Celebrity
endorsement is a valuable advertising tool in the current market all
over the world. Online retailers use celebrity endorsements because it
helps to increase consumer intention to purchase goods (Gauns et al.,
2018). Organizations pay more attention to celebrities to promote
products and services with every passing day.
Nowadays, most of the organizations focus to develop a
strong brand because it has several benefits in creating organizational
identity in the market and gaining competitive advantage. Evidence
recommends that brand equity considerably influences consumer
brand variety intentions (Lu, Gursoy, and Lu, 2015). Consumer-
based brand equity including brand awareness, brand loyalty, brand
quality, and brand association all play a role in enhancing consumer
purchase intention (Liu et al., 2017). CSR is one of the significant
factors that organizations use to achieve competitive advantage
because organizations responsible for society have a significant
image in the mind of customers and cannot be ignored in measuring
consumer intention to purchase goods. This study uses customer
 Factors Influencing Online Purchase Intention with the Mediating Role of…. 237

satisfaction as a meditating variable between celebrity endorsement,

brand equity, CSR, and online purchase intention.

2. LITERATURE REVIEW

2.1 RETAIL INDUSTRY IN PAKISTAN

Pakistan is a developing economy with more youth population that is

more tech-savvy as compared to older generations (Profit, 2018).
According to Nielsen, in Pakistan the growth of internet transactions
rapidly increase over the last few years due to accelerated internet
and mobile phone penetration, and 82% of Pakistani urban
consumers made an online purchase in 2018 (Profit, 2018). The total
number of local e-commerce retailers registered with banks reached
1,094 and the consumers carried out 3.4 million internet transactions
valued at Rs. 18.7 billion (Profit, 2018). In Pakistan, e-commerce
sales reached Rs. 622 million dollars and it is estimated to reach one
billion dollars by 2020 (Profit, 2018). Hence, this is an emerging
area in Pakistan that warrants further study. In Pakistan, less
attention has been paid to celebrity endorsement, CSR, brand equity,
and customer satisfaction (Rabia et al., 2019; Raza et al., 2018); and
this study focuses on these factors.

2.2 CELEBRITY ENDORSEMENT (CE)

Celebrity endorsers are the persons well-known for their

achievements, attractiveness, expertise, and beneficial to society. CE
is a marketing strategy and most of big organizations engage famous
celebrities and this gives enormous advantage to them. Despite this,
celebrity endorsers sometimes do not offer effective results and are
not cost-effective for organizations. Friedman and Friedman (1979)
defined celebrity endorsers as “persons well-known in society due to
their area of achievement”. CE has many dimensions but in this
study, CE includes physical attractiveness, trustworthiness, and
expertise.
CE plays an important role in determining consumer
purchase intention (CPI) in both traditional and modern
environments. CE has captured much attention for researchers as
well as organizations to determine CPI; but CE does not necessarily
benefit the organization every time because sometimes it may have
minimal effect. Nevertheless, CE is considered an important
238 International Journal of Economics, Management and Accounting 27, no. 1 (2019)

indicator in determining CPI (Priyankara et al., 2017). In fact CE has

shown some mixed results (positive and negative) (Abbas et al.,
2018), or no influence (Vidyanata, Sunaryo, and Hadiwidjojo, 2018)
on OPI. Moreover, customer satisfaction is a significant factor in
examining CPI (Chi, 2018). Furthermore, CE is a significant factor
that influences customer satisfaction (Prasad, 2013). As the findings
between CE and CPI are inconclusive, this calls for further study
with the help of a mediator that explains this relationship well. The
following are the proposed hypotheses:

H1: CE has a significant influence on OPI

H2: Customer satisfaction significantly mediates between CE and
OPI
H3: CE has a significant influence on customer satisfaction
H4: Customer satisfaction has a significant influence on OPI

2.3 BRAND EQUITY (BE)

BE refers to the worth and importance of a specific brand and it is a

marketing tool used to enhance the worth of the specific brand. Buil,
Martínez, and De Chernatony (2013) described BE as a core concept
of marketing and a highly studied area but the literature on BE is
largely fragmented and still inconclusive. Aaker (1991), and Keller
(1993) developed the base for consumer-based equity. Consumer-
based brand equity includes brand awareness, brand association,
brand quality, and brand loyalty.
BE is an indicator that should be used to measure consumer
purchase intention as it plays a significant role in enhancing
consumer intention to purchase in both the offline and online
perspective. Dimensions of BE such as brand loyalty, brand
awareness, brand quality, and brand association are considered
among the most significant factors in enhancing CPI (Liu et al.,
2017). Conversely, literature demonstrates that BE has mixed results
with CPI (Walangitan, Pangemanan, and Rumokoy, 2015). For
instance, BE and brand association has a significant influence; while
brand awareness and brand loyalty have no influence on CPI.
Inconclusive results between BE and CPI, however, call for further
studies. All BE dimensions such as brand awareness, brand
association, brand quality, and brand loyalty plays a significant role
in explaining customer satisfaction (Kumar, 2014). The following are
the proposed hypotheses:
 Factors Influencing Online Purchase Intention with the Mediating Role of…. 239

H5: BE has a significant influence on OPI

H6: Customer satisfaction significantly mediates between BE and
OPI
H7: BE has a significant influence on customer satisfaction

2.4 CORPORATE SOCIAL RESPONSIBILITY (CSR)

CSR refers to a situation, where organizations not only work for the
betterment of their businesses only, but also responsible for the
betterment of society. In these days, CSR is attracting much attention
because high competition in the market demands that organizations
differentiate by performing something extra for society. In this study,
CSR includes economic responsibility, legal responsibility, ethical
responsibility, and philanthropic responsibility.
CSR is an indicator differentiating traditional/offline
organizations from modern/online organization. It is an important
factor that can influence CPI. Few of the studies conclude that
corporate social responsibility is crucial in determining CPI (Bhatti,
2018). Several studies demonstrate that CSR in an important factor
that must be considered at the time of determining CPI (Guchait,
Anner, and Wu, 2011). However, one of the studies reveals that there
is a need to study CSR with CPI in future (Amin and Cudjoe, 2015).
CSR dimensions such as economic, legal, ethical, and philanthropic
have a significant influence on customer satisfaction (Irshad et al.,
2017). However, CSR has shown mixed findings with customer
satisfaction; ethical responsibilities and philanthropic responsibilities
have significantly increase customer satisfaction, while economic
responsibilities and legal responsibilities have no influence on
customer satisfaction (Hassan, Nareeman, and Pauline, 2013).
Hence, this relationship needs further study in the future. The
followings are the proposed hypotheses:
H8: CSR has a significant influence on OPI
H9: Customer satisfaction significantly mediates between CSR and
OPI
H10: CSR has a significant influence on customer satisfaction

3. METHODOLOGY AND DATA COLLECTION

Researchers give high attention to research methodology because it

helps to achieve objectives in any type of study (Rehman, Mohamed,
and Ayoup, 2019). To solve both theoretical and practical problem
there is a need to use appropriate analysis techniques (Rehman et al.,
240 International Journal of Economics, Management and Accounting 27, no. 1 (2019)

2019). Therefore, the current study used quantitative and co-

relational in nature to achieve the research objectives. In addition,
data were collected by using questionnaire technique.

FIGURE 1
Theoretical Framework

Physical
Attractiveness
Celebrity
Trustworthiness Endorsement

Celebrity
Expertise

Brand
Awareness
Online
Brand Brand Customer Purchase
Association Equity Satisfaction Intention

Brand Quality

Brand Loyalty

Economic
Responsibility
Corporate
Legal Social
Responsibility Responsibility

Ethical
Responsibility

Philanthropic
Responsibility

3.1 QUESTIONNAIRE DEVELOPMENT

The theoretical framework of this paper consists of five constructs

and each construct is measured by using some items. The
questionnaire was designed on the basis of some prior studies
regarding study variables and items of all constructs adapted rather
 Factors Influencing Online Purchase Intention with the Mediating Role of…. 241

than adopted. The questionnaire has a total of 53 items on (celebrity

endorsement, brand equity, corporate social responsibility, customer
satisfaction, and OPI). Questionnaire items were measured by using
a five-point Likert scale (‘1’ for strongly disagree and ‘5’ for
strongly agree). In the CE, physical attractiveness (five items),
trustworthiness (five items), and celebrity expertise (five items) were
adapted from Ohanian (1990). In the BE, brand awareness (three
items) and brand loyalty (three items) were adapted from Yoo and
Donthu (2001), brand association consists five items adapted from
Aaker (1991), and brand quality consists of four items adapted from
Aaker (1991) and Yoo and Donthu (2001). Under CSR, economic
responsibility consists of five items, legal responsibility consists of
five items, ethical responsibility five items, and philanthropic
responsibility consists of five items adapted from Carroll (1991).
Customer satisfaction consists of three items adapted from Wixom
and Todd (2005) and Zhou (2011). OPI consists of three items and
adapted from Zhao, Deng, and Zhou (2017).

3.2 POPULATION AND SAMPLING

In this research, our respondents were consumers that want to

purchase online in the Pakistani environment. There are five
provinces in Pakistan namely Punjab, Sindh, Pakhtoon Khuwah,
Baluchistan, and Gilgit Baltistan. In this study, our focus was on
Punjab province because its literacy rate is much higher than in other
provinces. In Punjab, there are 36 districts and we collected data
from 16 districts: Lahore, Gujranwala, Bahawalpur, Faisalabad,
Jhelum, Mandi Bahauddin, Multan, Okara, Sialkot, Gujarat,
Narowal, Rawalpindi, Vehari, Sahiwal, Sheikhupura, and Sahiwal.
We personally visited and gathered consumers in one place in front
of various big shopping malls and asked who already experienced
online shopping, then gave questionnaires to those consumers. Some
600 questionnaires were distributed using the personal administered
technique in 16 districts. In this study, we used convenience
sampling technique.
3.3 SAMPLE SIZE

According to Comrey and Lee (1992) there are different levels of

sample size such as less than 50 respondents is considered weaker
sample, between 50 to 100 respondents is considered weak sample,
200 respondents considered adequate sample size, 300 respondents
good sample, 500 respondents very good, and 1000 respondents
considered excellent. Hence, 600 respondents chosen are considered
242 International Journal of Economics, Management and Accounting 27, no. 1 (2019)

a very good sample size. Out of 600 questionnaires, 398

questionnaires were returned, 14 were deleted because of some
missing and misleading values, and final analysis was run on only
384 questionnaires.

4. DATA ANALYSIS

In this study, SmartPLS 3.2.8 used to determine the theoretical

model because this is growing quickly as a second generation
technique recommended (Hair et al., 2016). In SmartPLS tool
bootstrapping is a technique used to calculate factor loadings, as well
as path coefficients as suggested by (Hair et al., 2016). Some of the
prior researchers conclude that partial least squares structural
equation modeling (PLS-SEM) gives better results regarding
construct validities rather than covariance-based structural equation
modeling (CB-SEM) (Afthanorhan, 2013; Hair et al., 2016). By
performing PLS-SEM techniques researchers compute two research
models such as the measurement model and structural model.

4.1 MEASUREMENT MODEL

In computing the Measurement model we measured the convergent

validity and discriminant validity.

4.1.1 CONVERGENT VALIDITY

According to Rehman, Bhatti, and Chaudhry (2019) convergent

validity refers the level that items of a particular construct measure
that construct. Moreover, convergent validity refers to a situation
where all items reflect efficiently to their linked indicators (Zhou,
2013). In convergent validity, researchers need to calculate three
things such as factor loadings, average variance extracted (AVE),
and composite reliability (CR) as suggested (Hair et al., 2016). The
standardized criterion for these indicators is recommended (Hair et
al., 2016). For instance, factor loadings and AVE values must be
equal to or higher than 0.70 and CR values should be at least 0.70.
Hayduk and Littvay (2012) reveal that researchers eliminate
all items with factor loadings below 0.50 to get good results
regarding AVE and CR. Another reason behind eliminating factor
loading below 0.50 is that this act strengthens the theoretical model.
Table 1 demonstrates how the AVE, CR, and factor loadings values
fulfill the above-mentioned criterion. A construct that has
 Factors Influencing Online Purchase Intention with the Mediating Role of…. 243

Cronbach’s alpha 0.70 or more is deemed outstanding (Mallery and

George 2003). Hence, this study fulfills this condition as mentioned
in Table 1.

TABLE 1
Convergent Validity

First Order Second Order Factor Cronbach’s

Items AVE CR
Constructs Constructs Loading Alpha
Physical PHA1 0.705 0.592 0.853
Attractiveness PHA 2 0.731
PHA3 0.830
PHA4 0.806
Trustworthiness TRW1 0.709 0.596 0.880
TRW2 0.824
TRW3 0.796
TRW4 0.760
TRW5 0.766
Celebrity CEXP1 0.907 0.805 0.925
Expertise CEXP2 0.917
CEXP3 0.867
Celebrity Physical
Endorsement Attractiveness 0.896 0.831 0.936 0.920
Board
Independence 0.926
Board
Diversity 0.913
Brand BAW1 0.902 0.768 0.868
Awareness BAW2 0.849
Brand
BAS1 0.953 0.912 0.954
Association
BAS2 0.957
Brand Quality BQ1 0.817 0.736 0.848
BQ2 0.897
Brand Loyalty BL1 0.910 0.809 0.894
BL2 0.888
Brand
Brand Equity
Awareness 0.812 0.614 0.864 0.852
Brand
Association 0.794
Brand Quality 0.740
Brand Loyalty 0.787
244 International Journal of Economics, Management and Accounting 27, no. 1 (2019)

TABLE 1 (continued)

First Order Second Order Factor Cronbach’s

Items AVE CR
Constructs Constructs Loading Alpha
Economic ECR1 0.926 0.857 0.923
Responsibility ECR2 0.925
Legal LGR1 0.737 0.646 0.845
Responsibility LGR2 0.840
LGR3 0.830
Ethical ETR3 0.925 0.812 0.896
Responsibility ETR4 0.877
Philanthropic PHR1 0.933 0.871 0.931
Responsibility PHR3 0.933
Corporate Economic
Social Responsibility 0.741 0.685 0.896 0.890
Responsibility Legal
Responsibility 0.890
Ethical
Responsibility 0.795
Philanthropic
Responsibility 0.877
Customer CUS1 0.841 0.619 0.829 0.719
Satisfaction CUS2 0.733
CUS3 0.783
Consumer CPI1 0.759 0.672 0.859 0.760
Purchase CPI2 0.886
Intention CPI3 0.809

4.1.2 DISCRIMINANT VALIDITY

Discriminant validity means a condition where every construct

differs from other constructs in a theoretical framework (Rehman et
al., 2019). There are two basic methods to compute discriminant
validity and researchers can use any one method (Fornell and Larker,
1981). First, AVE square root values compared with correlation
values. Second, AVE values compared with the squared correlations.
In this paper, we use the first method to compute discriminant
validity. According to Fornell and Larker (1981), upper diagonal
values in the discriminant validity table should be higher than other
values in respect of same column and rows and Table 2 fulfill this
criterion as shown in bold form.
 Factors Influencing Online Purchase Intention with the Mediating Role of…. 245

TABLE 2
Discriminant Validity

Variables CE BE CSR CUST CPI

CE 0.911
BE 0.299 0.783
CSR 0.541 0.222 0.827
CUST 0.104 0.222 0.286 0.787
CPI 0.200 0.226 0.300 0.256 0.820

4.2 STRUCTURAL MODEL AND HYPOTHESES

Structural equation model is the second requirement in SmartPLS

after computing measurement model requirement. In this paper, we
use the SmartPLS 3.2.8 tool for running a structural model. Two
things have been done while running structural models such as
algorithm and bootstrapping technique. Bootstrapping with 5,000
subsamples used to get significant values of factor loadings and path
coefficients as suggested (Hair et al., 2016). Table 3 demonstrates
that this has total 10 hypotheses, out of which seven hypotheses are
direct (without mediating or moderation) and three hypotheses are
indirect (mediating).
Table 3 reveals that celebrity endorsement has a significant
positive influence on online purchase intention with the beta value =
0.108, t-value = 3.015, and p-value = 0.003; hence H1 is accepted.
Moreover, brand equity has a significant influence on online
purchase intention with beta value = 0.011, t-value = 0.359, and p-
value = 0.720 so our hypothesis H2 is not accepted. In addition,
corporate social responsibility has no influence on online purchase
intention with beta value = 0.006, t-value = 0.212, and p-value =
0.832 which means our hypothesis H3 is not supported. Meanwhile,
customer satisfaction has a highly significant and positive influence
on online purchase intention with beta value = 0.814, t-value =
57.371, and p-value = 0.000, so hypothesis H4 is accepted. Celebrity
endorsement has significant and positive influence on customer
satisfaction with beta value = 0.120, t-value = 2.088, and p-value =
0.037, hence H5 is supported. In addition, brand equity has positive
and significant influence on customer satisfaction with beta value =
0.190, t-value = 2.488, and p-value = 0.013 and this means
hypothesis H6 is accepted. Meanwhile, corporate social
246 International Journal of Economics, Management and Accounting 27, no. 1 (2019)

responsibility has a significant and positive influence on customer

satisfaction with beta value = 0.309, t-value = 5.392, and p-value =
0.000 and it means H7 is accepted. Besides that, customer
satisfaction significantly mediates between celebrity endorsement
and online purchase intention with beta value = 0.097, t-value=2.085,
p-value = 0.037 hence H8 is supported Moreover, customer
satisfaction significantly mediates between brand equity and online
purchase intention with beta value = 0.154, t-value = 2.518, and p-
value = 0.012 and this means H9 is accepted. And because customer
satisfaction significantly mediates between corporate social
responsibility and online purchase intention with beta value = 0.251,
t-value = 5.428, and p-value = 0.000 hypothesis H10 is accepted.

TABLE 3
Direct Relationships

Original
Hypotheses Paths Std. Dev. T-values P-values Results
Sample
H1 CE--> OPI 0.108 0.036 3.015 0.003 Sig
H2 BE --> OPI 0.011 0.031 0.359 0.720 Not Sig
H3 CSR --> OPI 0.006 0.03 0.212 0.832 Not Sig
H4 CST --> OPI 0.814 0.014 58.370 0.000 Sig
H5 CE--> CST 0.120 0.057 2.088 0.037 Sig
H6 BE --> CST 0.190 0.076 2.488 0.013 Sig
H7 CSR --> CST 0.309 0.057 5.392 0.000 Sig
H8 CE--> CST--> OPI 0.097 0.047 2.085 0.037 Sig
H9 BE--> CST--> OPI 0.154 0.061 2.518 0.012 Sig
H10 CSR--> CST--> OPI 0.251 0.046 5.428 0.000 Sig
CE= Celebrity endorsement; CST= Customer satisfaction; BE= Brand equity;
CSR= Corporate social responsibility; OPI= Online purchase intention

5. DISCUSSION AND CONCLUSION

The objective of this study is to determine the mediating role of

customer satisfaction between celebrity endorsement, brand equity,
CSR, and OPI in the context of Pakistan. The results reveal that
celebrity endorsement has a significant influence on OPI. The
findings are consistent with the findings of Maroof (2017) and
Priyankara et al. (2017). Moreover, customer satisfaction
significantly mediates between celebrity endorsement and OPI.
Celebrity endorsement also plays a crucial role in determining
customer satisfaction and organizations feel that their customers
 Factors Influencing Online Purchase Intention with the Mediating Role of…. 247

accept their product when they hire the services of a famous

celebrity. The results are consistent with the work of Prasad (2013).
Moreover, customer satisfaction is deemed a significant construct in
determining OPI (Chi, 2018). In addition, brand equity has no direct
influence on OPI. The findings are similar to the findings of
Pangemanan et al. (2015) that brand equity has no influence on
purchase intention. Customer satisfaction significantly mediates
between brand equity and online purchase intention. In addition,
brand equity has a significant influence on customer satisfaction.
These results are consistent with Kumar (2014) that CSR has no
influence on OPI. The results suggest that consumers do not focus on
CSR only but also other factors in making a purchase decision. The
results are similar to that in Eshra and Beshir (2017). Moreover,
customer satisfaction significantly mediates between CSR and OPI.
In addition, CSR is considered a significant factor in measuring
customer satisfaction. The results of this study are consistent with
(Irshad at el., 2017).

6. THEORETICAL AND PRACTICAL IMPLICATIONS

Theoretically, this study contributes as a pioneer study that used

customer satisfaction as mediating variable between three second-
order variables such as celebrity endorsement, brand equity, and
CSR with OPI by using the theory of planned behavior that previous
studies largely ignored. This study suggests that customer
satisfaction plays a vital role in explaining the relationship between
independent variables and dependent variable. Findings of this study
have a variety of practical contributions that may benefit online
retailers. In Pakistan, internet purchase is an emerging trend and, in
the future, customers are expected to move from offline buying to
online buying. This study found that BE and CSR have no direct
influence on OPI but have an indirect influence. Hence, customer
satisfaction cannot be ignored in determining OPI. Online retailers
can focus on these constructs in their planning if they want to boost
CPI.
7. LIMITATIONS AND SUGGESTIONS

This research was carried out in the Pakistani culture and there is a
chance that findings differ when applying this theoretical framework
in other countries. The findings of this research significantly
contribute to literature on celebrity endorsement, brand equity, CSR,
248 International Journal of Economics, Management and Accounting 27, no. 1 (2019)

customer satisfaction, and OPI. The results of the current study

cannot be generalized to the whole world. Hence, this model
deserves further study in other economies before the results can be
generalized. In addition, we studied only celebrity endorsement,
brand equity, CSR, and customer satisfaction in determining online
purchase intention. In future, researchers can increase exogenous
variables by adding perceived ease of use, perceived usefulness,
commitment, trust, and past experience to determine OPI. There is a
need to test the current study model in both developing and
developed economies with help from the theory of planned behavior.

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