E-S-Quality, Perceived Value and Loyalty Intentions Relationships in Internet Retailers

Zehir, Cemal; Şehitoğlu, Yasin; Narcıkara, Elif Baykal; Zehir, Songül

doi:10.1016/j.sbspro.2014.09.120

Cited by 45 publications

(33 citation statements)

References 18 publications

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“…Considering the mediating role of perceived value, there were five factors that have indirect positive effect on repurchasing intention including security, service quality, visual appearance, price, and brand image. The mediating effect of perceived value between website quality and repurchase intention was already confirmed in the study of Zehir, Sehitoglu, Narcikara, & Zehir (2014) which examined the associations among those factors in Turkish business context regarding online retailers.…”

Section: Theoretical Implicationsmentioning

confidence: 74%

The effect of website quality on repurchase intention with the mediation of perceived value: The case study of online travel agencies in Vietnam

Pham¹,

Nguyễn²

2019

JGBI

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The sharing economy is getting broader with its non-ownership assets, better use of resources, lower prices, and more customized products (Belk, 2014). In tourism industry, the development of the sharing economy involved the emergence of online travel agencies (OTAs) who are intermediates between services providers and consumers, provide accommodations, transport services, food and beverages services, tour guide services, etc. (Skalska, 2017). Recently, Vietnam has experienced a rapid growth in the number of users booking tourism products and services through OTAs. Playing such an important role in the tourism market, it is essential for OTAs to retain customers which later bring successes for the business. This research examines the role of perceive value as it mediates the effect of website quality on customer repurchase intention at OTAs in Vietnam. Quantitative approach was employed with structured questionnaires written in Vietnamese and English. The questionnaires were distributed to tourists in Ho Chi Minh City, Hoi An, and Nha Trang. Partial least squares was applied to test the reliability, validity of the measures and the causal effects. The findings suggest that: (1) only website's ease of use has direct positive influence on repurchase intention; (2) while security, service quality, visual appearance, price, and brand image have indirect positive affect on repurchase intention through the mediation of perceived value. Based on the results, theoretical implications and practical implications were also provided in this research.

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Section: Theoretical Implicationsmentioning

confidence: 74%

The effect of website quality on repurchase intention with the mediation of perceived value: The case study of online travel agencies in Vietnam

Pham¹,

Nguyễn²

2019

JGBI

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“…These factors in turn influence e-loyalty and e-satisfaction. Moreover, e-service quality and perceived value have been shown to be related to loyalty in e-retailing [67]. Investigating the relationship between trust and online repurchase intention among tourists in Malaysia, Razak et al [52] found that online trust affects Satisfaction literature strongly supports the idea that increased satisfaction with a service encounter leads to an increased propensity to return to the same service provider.…”

Section: Lin and Sunmentioning

confidence: 99%

“…Although companies strive to create long-term relationships with their customers, service failures and the subsequent attempts to improve shortcomings may deeply affect customer satisfaction and the quality of their relationships with the organization. Therefore, service quality may be claimed to significantly affect customer satisfaction [19], [67]. A survey of literature indicates that e-recovery is influenced by three factors: responsiveness, compensation, and contact.…”

Section: E-recoverymentioning

confidence: 99%

Behavioral Customer Loyalty in Online Shopping: The Role of E-Service Quality and E-Recovery

Shafiee

Bazargan

2018

J. theor. appl. electron. commer. res.

124

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Nowadays, the internet has become a suitable platform for the trade of products and services. Online shopping transactions are carried out without face-to-face contact; thus, various factors can affect customers' purchase intentions. In addition to aesthetics and ease of use, trust is a critical factor which allows customers to choose an online store. Online merchants need to find ways to keep trusting customers satisfied and loyal. This paper investigates how customer loyalty can be created and/or enhanced in online shopping. The statistical population of the study includes the customers of several online stores in Iran. Data collection is carried out using a questionnaire. The results indicate that information security and website performance influence eservice quality both positively and directly. Also, responsiveness, compensation, and contact positively influence e-recovery. E-recovery has positive impact on e-loyalty, which in turn significantly affects online repurchase.

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“…The functional level refers to the result of the service, whereas the technology level refers to the process of service; both levels are relevant. Long and McMellon (2004) indicated that during the process of online transactions from order to product delivery, many factors could affect transaction success, and Zehir et al (2014) highlighted that e-commerce sites also require an efficient order processing capacity. Therefore, we proposed the third hypothesis: H3: Social commerce sites' process smoothly would increase the user's intention to use.…”

Section: Quality Assessments Of Social Commerce Sitesmentioning

confidence: 99%

Influence Factors of People Purchasing on Social Commerce Sites

Chiang¹,

Lin²,

Huang³

et al. 2019

CMR

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With the growing use of social media in the world, a wide variety of social media applications and services have been produced. Popular social media platforms leverage their unique functions to persuade their users to adopt such applications and services, and many enterprises have begun to consider social media operations as a crucial aspect. Thus, since the gradual influence of social media on consumer behavior, a new social commerce model has begun to develop. This research examined both business and social aspects of social commerce sites to establish an evaluation model for measuring their quality and effectiveness. We collected 468 valid samples of online users who had used social commerce site to browse or purchase products and were willing to use again. We used EFA and CFA to confirm the model we constructed, and Partial least squares regression was used to analyze the relationship among the antecedents and consequences of quality evaluation in social commerce sites. According to the result, the consumers' behaviors were most likely affected by functionality, enjoyment, process, reliability, presence, and identity with a social commerce site. This study not only provided a credible social commerce quality measurement for other scholars to conduct Contemporary Management Research 70 relevant research but also provide conclusions for the marketing strategy of social commerce sites and products as a reference.

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E-S-Quality, Perceived Value and Loyalty Intentions Relationships in Internet Retailers

Cited by 45 publications

References 18 publications

The effect of website quality on repurchase intention with the mediation of perceived value: The case study of online travel agencies in Vietnam

The effect of website quality on repurchase intention with the mediation of perceived value: The case study of online travel agencies in Vietnam

Behavioral Customer Loyalty in Online Shopping: The Role of E-Service Quality and E-Recovery

Influence Factors of People Purchasing on Social Commerce Sites

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