Antecedents of customer satisfaction in repurchase intention in the electronic commerce environment

Zamzuri, Nurul Hidayah Ahmad; Mohamed, Norshidah; Hussein, Ramlah

doi:10.1109/itsim.2008.4631998

Cited by 7 publications

(7 citation statements)

References 20 publications

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“…Song and Yan (2006) profess that mobility is unavoidable due to increases in income regardless of the level od enjoyment. If a person is satisfied, he/she will repurchase the same brands they purchased in the future (Zamzuri et al, 2008) and the intention to change is eradicated (Bitner, 1995).…”

Section: (C) Retentionmentioning

confidence: 99%

“…Weidemann and Anderson (1985) refer this item as a behavioural dimension, where satisfied individuals will have the intention to recommend a place to another. Authors argued that this recommendation behaviour is more effective than using advertisement for publicising products or services (Ozaki, 2003;Song and Yan, 2006;Zamzuri et al, 2008). Similarly, Parasuraman et al (1985Parasuraman et al ( , 1991, Stauss and Neuhaus (1997) and Pizam and Ellis (1999) stress that when a customer has a good experience with the products (e.g.…”

Section: (D) Recommendationmentioning

confidence: 99%

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Student residential satisfaction in research universities

Najib

Yusof

Abidin

2011

Journal of Facilities Management

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Purpose -The paper aims to investigate the level of student satisfaction with campus student housing facilities (SHF) at Malaysian research universities (RUs) and the relationship between satisfaction and loyalty behaviour. Design/methodology/approach -The student residential satisfaction (SRS) framework has been proposed to investigate residential satisfaction from the students' viewpoint. Questionnaires were distributed to respondents in three RUs. The data were analysed using descriptive statistics. Findings -In general, students are satisfied with the provided SHF with the SRS index of 2.96 or 74 per cent satisfaction level and there is a significant relationship between overall satisfaction and loyalty behaviour. The results also confirmed that the proposed model is an adequate instrument to measure SRS. Practical implications -The existence of quality SHF is likely to act as an effective medium to attract local and international students to enrol in Malaysian universities. Further actions should be geared towards achieving a higher score of SRS index. Originality/value -This paper introduces a practical model of SRS to be applied to universities in other countries with similar climate and culture.

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Section: (C) Retentionmentioning

confidence: 99%

Section: (D) Recommendationmentioning

confidence: 99%

Student residential satisfaction in research universities

Najib

Yusof

Abidin

2011

Journal of Facilities Management

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“…The purpose of this paper is to investigate service quality of e-commerce Websites in online platforms and their contribution to e-business promotion. It has been stated further that the quality of e-commerce Websites plays a crucial role in customers' re-purchase intentions (Zamzuri et al, 2008). Hence, to achieve repeated leadership in the online market, it is important to ensure the software quality of e-commerce systems.…”

Section: Introductionmentioning

confidence: 99%

The effects of online service quality of e-commerce Websites on user satisfaction

Sharma¹,

Lijuan

2015

The Electronic Library

162

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Purpose – The purpose of this paper is to investigate service quality of e-commerce Websites in online platform and their contribution on e-business promotion. Design/methodology/approach – The online survey was performed on a survey portal provided by Nepal Telecom in Nepal. Findings – The findings of this study suggest that information quality and online service quality were the key determinants for user satisfaction and sustainability of e-commerce technology. Research limitations/implications – Research opportunities of web services and e-commerce area are fruitful and important for both academics and practitioners. Practical implications – The findings on online service quality of e-commerce technology will be useful for current management practice such as making business policies and strategies and sharing information to managers and organization leaders. This study can be used for e-commerce Website operators wishing to enhance the competitiveness of their Websites in the highly competitive online market. Originality/value – E-commerce is considered an excellent alternative for individuals and companies to reach new customers. Service quality delivery through Internet is an essential strategy to success, more important than price and web presence. The e-commerce Website has been identified as having a significant impact on business activities in solving the geographical problem. A number of performance problems have been observed for e-commerce Websites, and much work has gone into characterizing the performance of web-servers and Internet applications.

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“…In the electronic commerce context, ensuring the quality of electronic commerce Websites could help business owners to gain customers' loyalty and attract more customers. It has been stated that the quality of electronic commerce Websites plays a crucial role in customers' re-purchase intention (Zamzuri et al, 2008). Hence, in achieving repeated "winning" in the electronic commerce market, it may be worthwhile to ensure software quality of the electronic commerce systems.…”

Section: Software Quality and Software Quality Assurancementioning

confidence: 99%