Development and Initial Validation of a Two-Dimensional Consumer Resonance Scale for Digital Services

Understanding why consumers continue using digital services requires attention not only to observable engagement but also to the psychological meaning they attach to their relationships with these services. This study develops and provides preliminary validation evidence for a two-dimensional measure of consumer resonance to examine its potential relevance to continued digital-service use. Consumer resonance is conceptualized as an affective–cognitive psychological state comprising emotional resonance (EmR) and cognitive resonance (CgR). Twenty-eight candidate items were generated and reviewed by experts. The measure was examined in three independent samples of Indonesian adults (n = 280 each), which are contextual replications with item wording adapted to each setting. Study 1 (fintech payment) used exploratory factor analysis, Study 2 (social media) used confirmatory factor analysis, and Study 3 (e-commerce) tested discriminant and incremental validity. The findings supported a correlated two-factor structure and a preliminary 16-item scale. Reliability was consistently strong, but average variance extracted fell below 0.50 in the fintech-payment and e-commerce settings, so convergent validity was supported only in Study 2 and remains preliminary. In Study 3, emotional and cognitive resonance jointly explained an additional 5.0 percentage points of variance in continuance intention beyond consumer engagement, emotional attachment, and personal involvement, although only cognitive resonance retained a significant unique association. The study therefore offers a preliminary instrument, rather than a fully validated scale, that complements established consumer-relationship measures; further validation is needed before drawing conclusions about long-term behavioral persistence or environmentally sustainable consumption.