Predicting customers’ online word of mouth intention: The theory of planned behavior applied to understand youth Saudi social media behaviors

Abstract

Word of mouth (WOM) is the oldest, yet still a very common form of marketing. Over the years, it has undergone under significant transformation as a result of the changing business strategies and rapid improvement in technology. Today, WOM has gained traction as a very effective and economic form of advertisement. With the increase in the use of internet technology and use of social media for marketing, online word of mouth (OWoM) is significantly changing the sphere. Today, many marketers prefer to use OWoM through platforms like Facebook, Twitter, and Instagram for marketing their products. However, consumer’s behaviors and attitudes are found to strongly influence OWoM. Using the Theory of Planned Behavior, the study explored the factors that predict the use of the OWoM marketing among youths in the Kingdom of Saudi Arabia. Data were collected from 440 samples using structured questionnaires and analyzed using PLS-SEM. The results have succeeded in showing the complex relationship between attitude, behavioral control and subjective norms; the underlying beliefs, and the intention towards the OWoM.