Determinants of customer repurchase intention in online shopping

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题名:	Determinants of customer repurchase intention in online shopping
作者:	Chiu,CM;Chang,CC;Cheng,HL;Fang,YH
贡献者:	資訊管理研究所
关键词:	TECHNOLOGY ACCEPTANCE MODEL;EXPECTATION-CONFIRMATION MODEL;POST-ADOPTION BELIEFS;MULTIPLE-ITEM SCALE;SERVICE QUALITY;E-COMMERCE;INFORMATION-TECHNOLOGY;USER ACCEPTANCE;CONSUMER TRUST;ELECTRONIC COMMERCE
日期:	2009
上传时间:	2010-06-29 20:37:27 (UTC+8)
出版者:	中央大學
摘要:	Purpose - The purpose of this paper is to understand customers' repurchase intentions in online shopping. This study extends the technology acceptance model (TAM) by introducing e-service quality dimensions, trust and enjoyment in the development of a theoretical model to study customers' repurchase intentions within the context of online shopping. Design/methodology/approach - Data collected from 360 PCHome online shopping customers provides strong support for the proposed research model. PLS (partial least squares, PLS-Graph version 3.0) is used to analyse the measurement and structural models. Findings - The study shows that trust, perceived ease of use, perceived usefulness and enjoyment are significant positive predictors of customers' repurchase intentions. Research limitations/implications - The data are collected from a single online shopping store the generalisation of the model and findings to other online stores requires additional research. Our findings imply that the five dimensions of e-service quality are possibly among the most important antecedents of customers' trust in online vendors. Practical implications - Online vendors should ensure that they provide adequate utilitarian and hedonic value for customers instead of focusing on just one of these aspects in their web site development. Originality/value - Customer loyalty is critical to the online vendor's survival and success. The study provides evidence that online trust is built through order fulfilment, privacy, responsiveness and contact.
關聯:	ONLINE INFORMATION REVIEW
显示于类别:	[資訊管理研究所] 期刊論文

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