Consumers’ Experience and Satisfaction Using Augmented Reality Apps in E-Shopping: New Empirical Evidence

Abstract

As more consumers adopt virtual try-on apps, shops can offer their goods at any time. Optimizing the online presence of e-tailers is based on technological advances, especially in mobile networks and augmented reality (AR) and virtual reality (VR) apps. This paper examines the factors influencing consumers’ experience and satisfaction using AR apps in makeup e-shopping. We employed constructs from models based on the stimulus–organism–response (SOR) paradigm as a starting point for our research. We added fit confidence, social value, and innovativeness, used in similar research on AR apps, to the continued usage intention, perceived utilitarian value, immersion, and perceived hedonistic value. Our research used the Partial Least Squares Structural Equation Modeling (PLS-SEM) approach from SmartPLS 4 for an online questionnaire. We obtained that all parameters impact consumers’ intention to utilize AR applications. Considering the total effect (direct and indirect), the order of influence is as follows: fit confidence, innovativeness, immersion, social value, perceived hedonistic value, and perceived utilitarian value. This paper’s key findings demonstrate that social value, fit assurance, perceived utilitarian value, and immersion are the most significant direct influences on customer behavior using AR apps in makeup e-shopping.