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

被引：206

作者：

Zhang, Yixiang ^{[2
,3
]}

Fang, Yulin ^{[1
]}

Wei, Kwok-Kee ^{[1
]}

Ramsey, Elaine ^{[4
]}

McCole, Patrick ^{[5
]}

Chen, Huaping ^{[6
]}

机构：

[1] City Univ Hong Kong, Dept Informat Syst, Hong Kong, Hong Kong, Peoples R China

[2] Beijing Inst Technol, Sch Management & Econ, Beijing 100081, Peoples R China

[3] Beijing Inst Technol, Ctr Energy & Environm Policy Res, Beijing 100081, Peoples R China

[4] Univ Ulster, Sch Business Retail & Financial Serv, Coleraine BT52 1SA, Londonderry, North Ireland

[5] Queens Univ Belfast, Queens Univ Management Sch, Belfast BT7 1NN, Antrim, North Ireland

[6] Univ Sci & Technol China, Sch Comp Sci & Technol, Hefei 230026, Peoples R China

来源：

INFORMATION & MANAGEMENT | 2011年 / 48卷 / 06期

关键词：

Repurchase intention; Online relationship quality; Business-to-customer e-commerce; Trust; Distrust; Satisfaction; PERCEIVED USABILITY; MEDIATING ROLE; TRUST; SATISFACTION; RETENTION; LOYALTY; DESIGN;

D O I：

10.1016/j.im.2011.05.003

中图分类号：

TP [自动化技术、计算机技术];

学科分类号：

0812 ;

摘要：

Information systems professionals must pay attention to online customer retention. Drawing on the relationship marketing literature, we formulated and tested a model to explain B2C user repurchase intention from the perspective of relationship quality. The model was empirically tested through a survey conducted in Northern Ireland. Results showed that online relationship quality and perceived website usability positively impacted customer repurchase intention. Moreover, online relationship quality was positively influenced by perceived vendor expertise in order fulfillment, perceived vendor reputation, and perceived website usability, whereas distrust in vendor behavior negatively influenced online relationship quality. Implications of these findings are discussed. (C) 2011 Elsevier B.V. All rights reserved.

引用

页码：192 / 200

页数：9

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