Repurchase intention in B2C e-commerce—A relationship quality perspective

Zhang, Yixiang; Fang, Yulin; Wei, Kwok Kee; Ramsey, Elaine; McCole, Patrick; Chen, Huaping

doi:10.1016/j.im.2011.05.003

Cited by 310 publications

(269 citation statements)

References 27 publications

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“…High service quality leads to favourable repurchase intention, whereas low service quality leads to unfavourable repurchase intention. Zhang et al (2011) suggested that positive customer experiences are directly related to repurchase intentions. Lee and Lin (2005) examined the relationship among e-service quality dimensions, customer satisfaction, and repurchase intentions.…”

Section: Repurchase Intentionmentioning

confidence: 99%

“…Therefore, it becomes imperative for the online retailers not only to instill confidence among people to purchase online but also encourage them to repurchase. A number of previous studies have focused on online repurchase intention in the technology acceptance model (TAM) and perceived ease of use, perceived usefulness, security and privacy, usability, and functionality based on TAM that can be considered as factors of website service quality (Chen et al 2010, Zhang et al 2011.…”

Section: Introductionmentioning

confidence: 99%

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Customer Satisfaction as Mediator Between Website Service Quality and Repurchase Intention: An Emerging Economy Case

2017

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Abstract. The purpose of this research is to develop a research model to understand the important dimensions of website service quality and its influence on repurchase intention. The study also analyzes the mediating effect of customer satisfaction on repurchase intention. The results of empirical analysis confirmed that website quality can be conceptualized as a composite of navigation, ease of understanding, information usefulness, website design, ease of use, security and privacy, ease of ordering, and customization. Second, website quality positively affects repurchase intention and customer satisfaction. Third, website service quality can affect repurchase intention by enhancing mediators like customer satisfaction, as it has full mediating effect on repurchase intention. This study has developed the instrument dimensions of website service quality in online shopping context. The study has also refined the scale of repurchase intention by including "cash-on-delivery" (COD) mode of payment as a new dimension to inculcate confidence for online shopping in emerging economies. Supplemental Material:The online appendix is available at https://doi

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Section: Repurchase Intentionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Customer Satisfaction as Mediator Between Website Service Quality and Repurchase Intention: An Emerging Economy Case

2017

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“…Saha & Theingi (2009) William, 2002). The consumer's decision to repurchase intention depends on the evaluation of the service quality they received (Kumar, 2002;Zhang et al, 2011;Liu & Lee, 2016). If the evaluation of service quality exceeds consumer expectations, then the consumer will repurchase the services, otherwise if the evaluation of service quality is lower than consumer expectation it will give the opposite effect.…”

Section: Service Quality and Wommentioning

confidence: 99%

The relationship of service quality, word-of-mouth, and repurchase intention in online transportation services

Leonnard¹,

Comm²,

Thung³

2017

J Proc Manag New Tech

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Sophisticated and ever-evolving technology enacts many companies use and utilize technology as a mean of delivering innovative and creative new services. Technological developments are widespread in various fields and one of them is in the field of online transportation. The high demand for fast and efficient transportation modes causes the companies engaged in the sector by providing online transportation services are increasing. High competition and large number of drivers require the companies to focus highly on providing high quality services to maintain and increase the number of consumers. This study aims to analyze the effect of service quality on word-ofmouth and repurchase intentions to 80 consumers of online transportation in Indonesia. Partial Least Square Structural Equation Model (PLS-SEM) was employed to analyze the data. The results signifies that there is a positive relationship between service quality to word-of-mouth and repurchase intention. Similarly, word-of mouth significantly influences repurchase intention. Further managerial implications are discussed.

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“…Trust is a key construct of RQ and a favourably perceived future performance results in high level of RQ and hence positively influences customer loyalty (Zhang et al, 2011).Trust holds greater importance in the online environment in relation to the offline-banking environment (Ratnasingham, 1998).…”

Section: Trustmentioning

confidence: 99%