Journal Screenshot

International Journal of Academic Research in Business and Social Sciences

Open Access Journal

ISSN: 2222-6990

The Impact of User-Generated Content and Electronic Word-of-Mouth on Consumer Purchase Intention: Consumer Engagement as a Mediator

Novia Zahrah, Muhammad Faris Ruzain, Jebid Arif Sengorou, Nur Sariza Mat Salleh

http://dx.doi.org/10.6007/IJARBSS/v14-i7/21981

Open access

Social media links people all over the world through numerous platforms such as Facebook, Twitter, and Instagram. In recent years, TikTok has also gained enormous popularity due to its fascinating short videos of content creation and sharing. While entertainment remains a primary focus on TikTok, many content creators have started utilizing the platform as a promotional platform for various businesses and personal brands, as well as to share their brand experiences. Thus, the purpose of this study was to determine the factors influencing online purchase intentions among TikTok users. 320 data sets were collected through a standardized online survey and analyzed in Smart-PLS, with the conclusion that all the constructs identified in this research have a significantly high correlation and impact on a consumer’s decision to buy fashion and apparel products on TikTok. The results of this study indicated that user-generated content and electronic word-of-mouth on TikTok positively influence consumer purchase intention. This study also provided evidence that consumer engagement mediates the relationship between user-generated content, electronic word-of-mouth, and consumer purchase intention. Therefore, TikTok content creators should leverage the power of user-generated content and electronic word-of-mouth in their TikTok strategies to boost consumer engagement and, ultimately, enhance consumer intention to purchase the product.

Ajzen, I. (1991). The theory of planned behavior. Organizational behavior and human decision processes, 50(2), 179-211.
Al-Gasawneh, J. A., Hasan, M., Joudeh, J. M., Nusairat, N. M., Ahmad, A. M. K., & Ngah, A. H. (2023). Mediating Role of E-Word of Mouth on the Relationship between Visual Social Media Marketing and Customer Purchase Intention in Jordanian Real Estate Companies. Calitatea, 24(193), 189-198.
Al Halbusi, H., & Tehseen, S. (2018). The Effect of Electronic Word-Of-Mouth (EWOM) On Brand Image and Purchase Intention: A Conceptual Paper.
Alhidari, A., Iyer, P., & Paswan, A. (2015). Personal level antecedents of eWOM and purchase intention, on social networking sites. Journal of Customer Behaviour, 14(2), 107-125.
Ao, L., Bansal, R., Pruthi, N., & Khaskheli, M. B. (2023). Impact of Social Media Influencers on Customer Engagement and Purchase Intention: A Meta-Analysis. Sustainability, 15(3), 2744.
Asnawati, A., Nadir, M., Wardhani, W., & Setini, M. (2022). The effects of perceived ease of use, electronic word of mouth and content marketing on purchase decision. International Journal of Data and Network Science, 6(1), 81-90.
Bahtar, A. Z., & Muda, M. (2016). The impact of User–Generated Content (UGC) on product reviews towards online purchasing–A conceptual framework. Procedia Economics and Finance, 37, 337-342.
Bartschat, M., Cziehso, G., & Hennig-Thurau, T. (2022). Searching for word of mouth in the digital age: Determinants of consumers’ uses of face-to-face information, internet opinion sites, and social media. Journal of Business Research, 141, 393-409.
Brabo, N. A., Karif, A. I., Lestari, S. D., & Sriyanto, A. (2021). The Effect of Brand Page Commitment, Brand Awareness, Electronic Word of Mouth and Brand Image on Purchase Intention of Xiaomi Smartphone on Social Media. Journal of Management & Marketing Review (JMMR), 6(4).
Canny, C., & Tunjungsari, H. K. (2021). Pengujian faktor-faktor yang mempengaruhi purchase intention secondate. Jurnal Muara Ilmu Ekonomi dan Bisnis, 5(2), 395-404.
Canova, L., Bobbio, A., & Manganelli, A. M. (2020). Buying organic food products: the role of trust in the Theory of Planned Behavior. Frontiers in Psychology, 11, 2611.
Chen, T. (2011). Personality traits hierarchy of online shoppers. International Journal of Marketing Studies, 3(4), 23.
Chen, J. L., & Dermawan, A. (2020). The influence of YouTube beauty vloggers on Indonesian consumers’ purchase intention of local cosmetic products. International Journal of Business and Management, 15(5), 100-116.
Chen, F., and Chia-Lin, L. (2015) “The Impacts of Green Claims on Coffee Consumers’ Purchase Intention.” British Food Journal, 117 (1): 195-209. [12] Kudeshia,
Choi, Y. (2020). What Drives Electronic Word of Mouth and Purchase in Social Commerce?. International Journal of E-Services and Mobile Applications (IJESMA), 12(4), 71-84.
Chu, S. C., Lien, C. H., & Cao, Y. (2019). Electronic word-of-mouth (eWOM) on WeChat: Examining the influence of sense of belonging, need for self-enhancement, and consumer engagement on Chinese travellers’ eWOM. International Journal of advertising, 38(1), 26-49.
De Costa, F., Abd Aziz, N., Hussain, W. W. M. H., & Mohd Hasan, N. A. (2020). How does Financial Communication affect Millennials’ Online Shares Purchase Intention?. International Journal of Academic Research in Business and Social Sciences, 10(9), 681-698.
De Costa, F., & Abd Aziz, N. (2021). The Effects of User Generated Content and Firm Generated Content on Millennials' Purchase Intention of Shariah-Compliant Stocks. Jurnal Pengurusan, 62, 27-36.
Dieck, M. C., Jung, T. H., Kim, W. G., & Moon, Y. (2017). Hotel guests’ social media acceptance in luxury hotels. International Journal of Contemporary Hospitality Management, 29(1), 530-550.
Erkan, I., & Evan, C. (2016). The Influence of Ewom in Social Media on consumers Purchase Intension:An Extended Approach to information Adoption. Computers in Human Behaviour, 47-55.
Filieri, R., Acikgoz, F., & Du, H. (2023). Electronic word-of-mouth from video bloggers: The role of content quality and source homophily across hedonic and utilitarian products. Journal of Business Research, 160, 113774.
Garcia-Salirrosas, E. E., Acevedo-Duque, A., Marin Chaves, V., Henao, M. P. A., & Molano, O. J. C. (2022). Purchase intention and satisfaction of online shop users in developing countries during the COVID-19 pandemic. Sustainability, 14(10), 6302.
Hartman, Y., & Darab, S. (2014). The power of the wave: activism Rainbow Region-style. M/C Journal, 17(6).
Hennig-Thurau, T., Gwinner, K. P., Walsh, G., & Gremler, D. D. (2004). Electronic word-of-mouth via consumer-opinion platforms: what motivates consumers to articulate themselves on the internet?. Journal of interactive marketing, 18(1), 38-52.
Husnain, M., & Toor, A. (2017). The impact of social network marketing on consumer purchase intention in Pakistan: Consumer engagement as a mediator. Asian Journal of Business and Accounting, 10(1), 167-199.
Ibrahim, B., Aljarah, A., Hayat, D. T., & Lahuerta-Otero, E. (2022). Like, comment and share: examining the effect of firm-created content and user-generated content on consumer engagement. Leisure/Loisir, 46(4), 599-622.
Israfilzade, K., & Baghirova, S. (2022). Comparing the Impact of Brand and User-Generated Video Content on Online Shoppers’ Purchasing Intentions. Management of Organizations: Systematic Research, 88(1), 69-84.
Jokhu, J. R., & Rahmawati, A. M. (2022). Would You Like to Buy Food via Ecommerce App? The Mediating Role of Brand Image in Electronic Word of Mouth, Perceived Ease of Use, and Purchase Intention. Sriwijaya International Journal of Dynamic Economics and Business, 6(3), 277-290.
Khan, A. S., Bilal, M., Saif, M., Shehzad, M. (2020). Impact of digital marketing on online purchase intention: mediating effect of brand equity & perceived value (pp. 1–42).
Khan, S. K., Ahmed, S., & Rashid, A. (2021). Influence of social media on purchase intention and customer loyalty of generation Y with the mediating effect of conviction: a case of Pakistan. Pakistan Journal of International Affairs, 4(2).
Khan, M. H., Khan, H. A., Vachkova, M., Ghouri, A. M. (2021). The mediating role of real-time information between location-based user-generated content and tourist gift purchase intention. Advances in Hospitality and Tourism Research (AHTR), 9(1), 49-77.
Khan, S. K., & Bhutto, S. A. (2023). Paradigm Shift to Social Media Marketing Impacting Consumer Purchase Intention in the Restaurant Industry. International Journal of Social Science & Entrepreneurship, 3(2), 112-136.
Kitsios, F., Mitsopoulou, E., Moustaka, E., & Kamariotou, M. (2022). User-generated content in social media: A twenty-year bibliometric analysis in hospitality. Information, 13(12), 574.
Kumar, A. (2022). Impact of firm created, and user generated social media communications on consumer-brand metrics of smartphones during COVID-19. Journal of Content, Community and Communication, 147-162.
La Rosa, A., & Johnson Jorgensen, J. (2021). Influences on consumer engagement with sustainability and the purchase intention of apparel products. Sustainability, 13(19), 10655.
Leong, C. M., Loi, A. M. W., & Woon, S. (2021). The influence of social media eWOM information on purchase intention. Journal of Marketing Analytics, 1-13.
Maichum, K., Parichatnon, S., & Peng, K. C. (2016). Application of the extended theory of planned behavior model to investigate purchase intention of green products among Thai consumers. Sustainability, 8(10), 1077.
Martins, J., Costa, C., Oliveira, T., Gonçalves, R., & Branco, F. (2019). How smartphone advertising influences consumers’ purchase intention. Journal of Business Research, 94, 378-387
Mayrhofer, M., Matthes, J., Einwiller, S., & Naderer, B. (2020). User generated content presenting brands on social media increases young adults’ purchase intention. International Journal of Advertising, 39(1), 166-186.
Mirabi, V. A. (2015). A study of factors affecting on customers purchase intention. Journal of Multidisciplinary Engineering Science and Technology (JMEST), 2(1), 267–273.
Mirnawati, Y., & Rustam, T. A. (2023). Pengaruh Media Sosial, Periklanan, Dan Electronic Word Of Mouth Terhadap Keputusan Pembelian Pada Marketplace Shopee Di Kota Batam. SEIKO: Journal of Management & Business, 6(1), 135-145.
Muda, M., & Hamzah, M. I. (2021). Should I suggest this YouTube clip? The impact of UGC source credibility on eWOM and purchase intention. Journal of Research in Interactive Marketing, 15(3), 441-459.
Naem, M., & Okafor, S. (2019). User-generated content and consumer brand engagement. In Leveraging computer-mediated marketing environments (pp. 193-220). IGI Global.
Najar, A. H., & Hamid Rather, A. (2021). Mediating role of guest’s attitude toward the impact of UGC benefits on purchase intention of restaurants; Extending social action and control theories. Journal of Foodservice Business Research, 24(3), 249-273.
Norsita, F., & Lestari, T. (2019). The influence of user generated content and purchase intention on beauty products. Journal of Management and Marketing Review, 4(3), 171–183
Pansari, A., & Kumar, V. (2017). Customer engagement: the construct, antecedents, and consequences. Journal of the Academy of Marketing Science, 45, 294-311.
Panopoulos, A., Poulis, A., Theodoridis, P., & Kalampakas, A. (2022). Influencing Green Purchase Intention through Eco Labels and User-Generated Content. Sustainability, 15(1), 764.
Pereira, T., Loureiro, S. M. C., & Sarmento, E. M. (2022). Achieving Brand Engagement and Brand Equity Through Co-Creation Process. Journal of Creative Communications, 17(3), 303-318.
Poturak, M., & Softic, S. (2019). Influence of social media content on consumer purchase intention: Mediation effect of brand equity. Eurasian Journal of Business and Economics, 12(23), 17-43.
Prasad, S., Garg, A., & Prasad, S. (2019). Purchase decision of generation Y in an online environment. Marketing Intelligence & Planning, 37(4), 372-385.
Prentice, C., Han, X. Y., Hua, L. L., & Hu, L. (2019). The influence of identity-driven customer engagement on purchase intention. Journal of Retailing and Consumer Services, 47, 339-347.
Purwanto, E., & Wibisono, A. (2019). Pengaruh Country of Origin, Word of Mouth, Kualitas Yang Dipersepsikan Terhadap Niat Beli: Study Pada Kamera Digital Merek Jepang. Jurnal Riset Manajemen dan Bisnis (JRMB) Fakultas Ekonomi UNIAT, 4(3), 365-374.
Rezvani, S., Dehkordi, G. J., Rahman, M. S., Fouladivanda, F., Habibi, M., & Eghtebasi, S. (2012). A conceptual study on the country of origin effect on consumer purchase intention. Asian Social Science, 8(12), 205. https://doi.org/10.5539/ass.v8n12p205
Rodgers, S., & Wang, Y. (2011). Electronic word of mouth and consumer generated content: From concept to application. In Handbook of research on digital media and advertising: User generated content consumption (pp. 212-231). IGI Global.
Saputra, W., & Agustin, D. (2022). The Influence of Brand Image and Word of Mouth On Purchase Intention On Services of Pt. Protoza Kreasi Nusantara Jakarta. Cashflow: Current Advanced Research On Sharia Finance and Economic Worldwide, 1(2), 9-18.
Schivinski, B., Pontes, N., Czarnecka, B., Mao, W., De Vita, J., & Stavropoulos, V. (2022). Effects of social media brand-related content on fashion products buying behaviour–a moderated mediation model. Journal of Product & Brand Management, 31(7), 1047-1062.
Shen, Z. (2021). A persuasive eWOM model for increasing consumer engagement on social media: evidence from Irish fashion micro-influencers. Journal of Research in Interactive Marketing, 15(2), 181-199.
Tanwar, A. (2017). Impact of social media on consumer behaviour. International Journal of Research, 4(6), 1205-1215.
Thilina, D. K. (2021). Conceptual Review of Social Influencer Marketing on Purchase Intention; Dynamics in Fashion Retail Industry. Sri Lanka Journal of Marketing, Sri Lanka, 25-52.
Ulan, K., P, A. K. R., Sari, D. A. P. (2022). Pengaruh Electronic Word Of Mouth Dan Brand Image Terhadap Purchase Intention Dengan Brand Awareness Sebagai Intervening: Studi Pada Produsen Dessert Box. JBMK, 2(3), 354-373. https://doi.org/10.21009/jbmk.0302.03
Wedari, C. I. A., & Yasa, N. N. K. (2022). The role of brand image to mediate the effect of word of mouth on the intention of using wicitra wedding salon services in the City of Denpasar. European Journal of Business and Management Research, 7(2), 1-6.
Wu, P. C., & Wang, Y. C. (2011). The influences of electronic word?of?mouth message appeal and message source credibility on brand attitude. Asia Pacific Journal of Marketing and Logistics.
Yang, Q., Li, H., Lin, Y., Jiang, Y., & Huo, J. (2022). Fostering consumer engagement with marketer-generated content: the role of content-generating devices and content features. Internet Research, 32(7), 307-329.
Yang, M., Ren, Y., & Adomavicius, G. (2019). Understanding user-generated content and customer engagement on Facebook business pages. Information Systems Research, 30(3), 839-855.
Yoong, L. C., & Lian, S. B. (2019). Customer engagement in social media and purchase intentions in the hotel industry. International Journal of academic research in business and social sciences, 9(1), 54-68.
Zheng, R., Li, Z., & Na, S. (2022). How customer engagement in the live-streaming affects purchase intention and customer acquisition, E-tailer's perspective. Journal of Retailing and Consumer Services, 68, 103015.
Zhu, C., & Zhang, L. (2022, July). The impact of User Generated Content community marketing and network interaction in Xiaohongshu APP on consumers' purchase intention. In 2022 13th International Conference on E-business, Management and Economics (pp. 52-58).

Zahrah, N., Sengorou, M. F. R. J. A., & Salleh, N. S. M. (2024). The Impact of User-Generated Content and Electronic Word-of-Mouth on Consumer Purchase Intention: Consumer Engagement as a Mediator. International Journal of Academic Research in Business and Social Sciences, 14(7), 2159–2174.