The Influence of Reliability, Security, and Site Design on Repurchase Intention Mediated by Customer Satisfaction among Malaysian Online Shoppers

Abstract

Using online website is a rapidly growing phenomenon among individuals as an alternative to those who intend to shop. However, a trust deficit in the online shopping environment has always been a critical issue in the minds of the consumer. The purpose of this study is to explain how reliability, security, and site design, influence repurchase intention mediated by customer satisfaction among Malaysian online shoppers. The researcher collected the data using a questionnaire from 290 online shoppers in Petaling Jaya, Selangor state in Malaysia. A quantitative research approach was adopted. The sampling technique used is purposive sampling. The data analysis includes descriptive analysis, regression analysis, and hypothesis testing. This study's result shows a significant influence between reliability and repurchase intention; security and repurchase intention; site design and repurchase intention; and customer satisfaction mediates the relationship between reliability, security, site design, and repurchase intention. The findings are in line with the previous study conducted on online shoppers' intention.