Does reality congruence determine e-commerce customer’s engagement? Role of service quality, trust and commitment

Abstract

Purpose

The advent of mixed reality technologies in e-commerce presents marketers with numerous challenges in effectively harnessing these technologies to influence desired consumer behaviours. This paper explores the role of mixed reality in facilitating reality congruence, with the goal of enhancing e-service quality and fostering customer engagement. Through an exploration of the affordance actualization theory within the context of human–computer interaction frameworks, the study examines how mixed reality aligns virtual experiences with real-world perceptions, thereby improving service interactions and contributing to a more immersive and engaging customer experience.

Design/methodology/approach

A survey-based research methodology was utilized to examine the sample of 346 participants drawn from e-commerce users, focusing on the conceptual model delineating interrelations among various constructs. Data analysis was conducted employing both symmetric (structural equation model) and asymmetric analysis (fuzzy-set qualitative comparative analysis).

Findings

E-service quality assumes a central role in enhancing reality congruence, thereby facilitating the development of interconnected trait associations such as trust and commitment, which are conducive to customer engagement. Additionally, the findings confirm the validity of the conceptual model through fsQCA analysis, indicating that reality congruence and trust collectively serve as robust predictors of customer engagement. However, it is noteworthy that reality congruence alone does not offer significant predictive insights into customer engagement outcomes.

Practical implications

Based on the findings, reality congruence, supported by mixed reality (MR), is essential for e-commerce service providers to induce customer engagement. The practical implications of this study suggest the need for e-commerce service providers and integrative technology designers to engage customers in a digitally connected and intensively competitive era.

Originality/value

Examining the phenomenon of user experience in a mixed reality virtual shopping environment to enhance engagement in centennial consumers is an original approach.

Citation

Pooja, Verma, P. and Singh, J. (2024), "Does reality congruence determine e-commerce customer’s engagement? Role of service quality, trust and commitment", The TQM Journal, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/TQM-03-2024-0123