The effect of site quality on repurchase intention in Internet shopping through mediating variables: The case of university students in South Korea

被引:246
作者
Shin, Jae Ik [1 ]
Chung, Ki Han [1 ]
Oh, Jae Sin [2 ]
Lee, Chang Won [3 ]
机构
[1] Gyeongsang Natl Univ, Dept Business Adm, Jinju, South Korea
[2] Int Univ Korea, Dept Hosp Management, Jinju, South Korea
[3] Hanyang Univ, Sch Business, Seoul 133791, South Korea
关键词
Site quality; Customer satisfaction; Customer trust; E-commitment; Repurchase intention; ONLINE SERVICE QUALITY; CUSTOMER SATISFACTION; BEHAVIORAL INTENTIONS; INTEGRATED MODEL; WEB SITE; RELATIONSHIP COMMITMENT; E-COMMERCE; TRUST; LOYALTY; IMPACT;
D O I
10.1016/j.ijinfomgt.2013.02.003
中图分类号
G25 [图书馆学、图书馆事业]; G35 [情报学、情报工作];
学科分类号
050302 [传播学]; 071101 [系统理论];
摘要
We performed a study to determine the influence that site quality has on repurchase intention of Internet shopping through customer satisfaction, customer trust, and customer commitment. Appropriate measures were developed and tested on 230 university students of Gyeongnam province in South Korea with a cross-sectional questionnaire survey. The results of the empirical analysis confirmed that site quality can be conceptualized as a composite of six dimensions of shopping convenience, site design, information usefulness, transaction security, payment system, and customer communication. Second, site quality positively affected customer satisfaction and customer trust, but did not affect customer commitment and repurchase intention. Third, site quality can affect repurchase intention by enhancing or attenuating customer satisfaction, customer trust, and customer commitment in online transaction situation. The mediating effect of customer satisfaction, customer trust, and customer commitment between site quality and repurchase intention is identified. Fourth, site quality indirectly affected customer commitment through customer satisfaction. Customer satisfaction indirectly affected repurchase intention through customer trust and customer commitment. Thus, it is found that site quality can be a very important factor to enhance repurchase intention in the customer perspective. (C) 2013 Elsevier Ltd. All rights reserved.
引用
收藏
页码:453 / 463
页数:11
相关论文
共 101 条
[1]
STRUCTURAL EQUATION MODELING IN PRACTICE - A REVIEW AND RECOMMENDED 2-STEP APPROACH [J].
ANDERSON, JC ;
GERBING, DW .
PSYCHOLOGICAL BULLETIN, 1988, 103 (03) :411-423
[2]
[Anonymous], 2004, J SERV MARK, DOI DOI 10.1108/08876040410542281
[3]
[Anonymous], P 15 BLED EL COMM C
[4]
[Anonymous], 2000, J SERV RES-US, DOI DOI 10.1177/109467050032001
[5]
[Anonymous], J COMPUTER MEDIATED
[6]
[Anonymous], MARKETING INTELLIGEN
[7]
[Anonymous], WALL STREET J O 0916
[8]
[Anonymous], 2006, MULTIVARIATE DATA AN
[9]
[Anonymous], WORKING PAPER
[10]
[Anonymous], INT J INFORM MANAGEM