The effects of website personalization on user intention to return through cognitive beliefs and affective reactions

Abstract

This study developed a fine-grained, multidimensional view of perceived personalization of website design based on and extending upon previous research. Moreover, we have drawn from the vast body of research on elaboration likelihood model, the technology acceptance model (TAM), and flow theory to (i) develop an integrated model of the stimuli of personalization, and the alternative modes of influence processes which lead to the intention to continue to use a website (i.e. user intention to return); (ii) empirically test the integrated model (iii) suggest a personalization model that enhances the positive environmental and psychological determinants of user intention to return. In particular, we investigate the role of information personalization, presentation personalization, and navigation personalization in influencing the cognitive and affective determinants of the intention to continue to use a website. Our findings have important implications for Information Systems (IS) research and managerial decision making on personalization implementation issues in website design.