Integrating Expectation-Confirmation Theory and DeLone & McLean Model: Exploring the Impact of Website Quality on E-Satisfaction and E-Loyalty in the Sports Equipment and Apparel Industry

Adi Wahyu Anggara

doi:10.14710/jsmo.v22i1.73126

DOI: https://doi.org/10.14710/jsmo.v22i1.73126

Integrating Expectation-Confirmation Theory and DeLone & McLean Model: Exploring the Impact of Website Quality on E-Satisfaction and E-Loyalty in the Sports Equipment and Apparel Industry

Adi Wahyu Anggara

Department of Management, Universitas Diponegoro, Jl. Prof. Moeljono Trastotenojo, Tembalang Semarang, Indonesia, Indonesia

BibTex Citation Data :

@article{JSMO73126,
    author = {Adi Anggara},
    title = {Integrating Expectation-Confirmation Theory and DeLone & McLean Model: Exploring the Impact of Website Quality on E-Satisfaction and E-Loyalty in the Sports Equipment and Apparel Industry},
    journal = {JURNAL STUDI MANAJEMEN ORGANISASI},
  volume = {22},
    number = {1},
    year = {2025},
    keywords = {Website Quality, E-Satisfaction, E-Loyalty, Expectation-Confirmation Theory, Sports Equipment, Sports Apparel, Attitudinal Loyalty, Behavioral Loyalty},
    abstract = { This study examines the complex interconnections of website quality, e-satisfaction, and e-loyalty in the evolving sports equipment and clothing sector. This research seeks to elucidate the aspects affecting online consumer behavior in this sector by merging Expectation-Confirmation Theory (ECT) with the DeLone and McLean IS Success Model (D&M IS Model). This study investigates how the dimensions of information, system, and service quality of a website influence consumer expectations, satisfaction, and loyalty, acknowledging the distinctive traits of the sports equipment and apparel industry, including the importance of brand reputation, customer engagement, and community development. Data were gathered from 196 online consumers using a meticulously crafted structured questionnaire and evaluated employing sophisticated structural equation modeling (SEM) techniques utilizing AMOS software. This study's findings provide strong empirical evidence for the substantial and beneficial influence of website quality on e-satisfaction, which subsequently serves as a vital catalyst for both attitudinal and behavioral loyalty among online consumers. The incorporation of ECT with the D&M IS model offers a more exhaustive theoretical framework for clarifying the psychological and behavioral mechanisms influencing consumer loyalty in the online environment. },
   pages = {106--124}  doi = {10.14710/jsmo.v22i1.73126},
    url = {https://ejournal.undip.ac.id/index.php/smo/article/view/73126}
}

Citation Format:

Abstract

This study examines the complex interconnections of website quality, e-satisfaction, and e-loyalty in the evolving sports equipment and clothing sector. This research seeks to elucidate the aspects affecting online consumer behavior in this sector by merging Expectation-Confirmation Theory (ECT) with the DeLone and McLean IS Success Model (D&M IS Model). This study investigates how the dimensions of information, system, and service quality of a website influence consumer expectations, satisfaction, and loyalty, acknowledging the distinctive traits of the sports equipment and apparel industry, including the importance of brand reputation, customer engagement, and community development. Data were gathered from 196 online consumers using a meticulously crafted structured questionnaire and evaluated employing sophisticated structural equation modeling (SEM) techniques utilizing AMOS software. This study's findings provide strong empirical evidence for the substantial and beneficial influence of website quality on e-satisfaction, which subsequently serves as a vital catalyst for both attitudinal and behavioral loyalty among online consumers. The incorporation of ECT with the D&M IS model offers a more exhaustive theoretical framework for clarifying the psychological and behavioral mechanisms influencing consumer loyalty in the online environment.

Fulltext View|Download

Keywords: Website Quality, E-Satisfaction, E-Loyalty, Expectation-Confirmation Theory, Sports Equipment, Sports Apparel, Attitudinal Loyalty, Behavioral Loyalty

Article Metrics:

Article Info

Section: Research Article

Language : EN

In Vol 22, No 1 (2025)

Recent articles

FINANCIAL RATIOS AND STOCK RETURN IN THE FOOD & BEVERAGE SECTOR The Influence of Organizational Support on Employee Performance through Employee Engagement at PT Kereta Api. THE INFLUENCE OF HUMAN RESOURCES MANAGEMENT ON EMPLOYEE ENGAGEMENT MEDIATED BY POSITIVE EMOTIONS AND KNOWLEDGE MANAGEMENT ON 3 STAR HOTEL EMPLOYEES IN SAMARINDA CITY More recent articles

Most cited articles

Analisis Pengaruh Persepsi Kemudahan Penggunaan dan Persepsi Manfaat terhadap Minat Beli dengan Kepercayaan Sebagai Variabel Intervening (Studi pada Pengunjung Toko Online berrybenka.com di Kalangan Mahasiswa Universitas Diponegoro) KONSEP, IDENTIFIKASI, ALAT ANALISIS DAN MASALAH PENGGUNAAN VARIABEL MODERATOR ANALISIS REAKSI PASAR MODAL TERHADAP PENGUMUMAN INVESTASI TEKNOLOGI INFORMASI: STUDI KASUS PADA PERUSAHAAN YANG LISTING DI BEJ PERIODE 2002-2005 ANALISIS PENGARUH IMPLEMENTASI MANAJEMEN KUALITAS TERHADAP KINERJA ORGANISASI PADA USAHA KECIL MENENGAH DI KOTA SALATIGA PENGARUH PEMBINAAN, PELATIHAN DAN PENGEMBANGAN, PEMBERDAYAAN DAN PARTISIPASI TERHADAP KINERJA KARYAWAN More cited articles

Last update:

No citation recorded.

Last update: 2025-07-24 16:00:38

No citation recorded.

In order to be accepted and published by Jurnal Studi Manajemen Organisasi, the author (s) who submit a manuscript should complete the review process. Jurnal Studi Manajemen Organisasi articles are distributed under a Creative Commons Attribution-ShareAlike 4.0 International License (CC BY-SA 4.0). Articles can be read, shared, and adapted even for commercial purposes under the following conditions:

Attribution — You must give appropriate credit, provide a link to the license, and indicate if changes were made. You may do so in any reasonable manner, but not in any way that suggests the licensor endorses you or your use.
ShareAlike — If you remix, transform, or build upon the material, you must distribute your contributions under the same license as the original.
No additional restrictions — You may not apply legal terms or technological measures that legally restrict others from doing anything the license permits.

The copyright of received articles is assigned to the author (s). The author (s) have the right to the articles that have been published. The Editorial Team of Jurnal Studi Manajemen Organisasi and the Author(s) strive to ensure that no errors occur in the articles that have been published, both data errors and statements in the articles. Authors who publish in this journal agree to the following terms:

Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution-ShareAlike 4.0 International License (CC BY-SA 4.0) that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
The journal allows the authors to hold the copyright and retain publishing rights without restrictions.
Authors can enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.

Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) before and during submission, as it can lead to productive exchanges and earlier and greater citation of published work.