The impact of website quality on customer satisfaction and purchase intention: perceived playfulness and perceived flow as mediators

Hsu, Chia‐Lin; Chang, Kuo‐Chien; Chen, Mu-Chen

doi:10.1007/s10257-011-0181-5

Cited by 348 publications

(304 citation statements)

References 69 publications

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“…Shin et al (2013) concluded that website quality is a crucial factor to enhance repurchase intention in the customer perspective. Repurchase intention directly influences both revenue and profitability of the firm (Hsu et al 2012). Therefore, the present study focuses on repurchase intentions as the final dependent variable in the proposed model.…”

Section: Repurchase Intentionmentioning

confidence: 99%

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%

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

2017

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“…In addition, Ponte et al (2015) confirmed that the main predictors of perceived trust were perceived information quality and perceived security. Similarly, findings by Hsu et al (2012) confirmed that website quality affected customers' perceived playfulness and perceived flow, and in turn, would influence their satisfaction and purchase intention. Their study also found that the service quality was more important than information and system quality in influencing customer satisfaction and purchase intention.…”

Section: Website Quality and Attractivenessmentioning

confidence: 62%

Managing online environment cues: evidence from Generation Y consumers

Matić

Vojvodić

2017

IJEMR

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Previous studies revealed that consumers' interpretations of online environment exerted a powerful influence over buying intention. The paper aimed to investigate the difference between Generation Y online buying behaviour and online environment cues. The paper also explored the relation between Generation Y online buying behaviour and consumers' intention in an online environment. The data were collected using an online survey on a sample of 515 Croatian Generation Y consumers from the Dubrovnik-Neretva County. The data were analysed using factor analysis and analysis of variance. The findings indicated that online consumers were influenced by three major factors, compulsiveness, impulsiveness and functionality. The results also revealed that online environment cues (ease of use, website quality and attractiveness, and website design) had a significant influence on Generation Y consumers who purchased online due to compulsivity and functionality. Additionally, the significant moderately strong relationship was found between online environment cues and consumers' intentions towards online buying.

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“…Web experience can affect the user' perception of entertainment and operation procedure towards the web, and thus affecting the satisfaction and purchase intention. Compared with the information system quality, service quality of the web have a major impact on purchase intention (Hsu, 2012). Through the analysis of the data provided by 219 questionnaires, it is found that web experience has a negative correlation with consumer's perceived risks and a positive correlation with customer's emotional factors.…”

Section: The Relationship Between Web Experience and Purchasing Intenmentioning

confidence: 99%

Research on the Influence of Web Experience on Consumers’ Purchasing Intention

Pan¹,

Wang²,

Chen³

et al. 2017

JBAR

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The conversion rate is the core of e-commerce sites, and web experience is one of the most important factors of web conversion. A good web experience can bring consumers with trust and confidence, so that improve the income and profitability of the e-commerce business. This paper reviews the theory of web experience, the consumers' purchasing intention and other related theories. In this study, we systematically analyze the definition, measurement, evaluation system and application status of web experience, and discusses the relationship between web experience and consumers' purchasing intention. Research shows that the web experience is the weight of web design to the decision-making factors, the existing research on the web experience's definition, composition there are different, resulting in web experience measurement and evaluation different; web experience measurement methods and quantitative evaluation methods have yet to be improved. According to previous research, we summarize the shortcomings of current web evaluation and provide a direction for future research on web experience and consumers' purchasing intention.

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The impact of website quality on customer satisfaction and purchase intention: perceived playfulness and perceived flow as mediators

Cited by 348 publications

References 69 publications

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

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

Managing online environment cues: evidence from Generation Y consumers

Research on the Influence of Web Experience on Consumers’ Purchasing Intention

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