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

TitleRepurchase intention in B2C e-commerce - A relationship quality perspective
Authors
KeywordsRepurchase intention
Satisfaction
Distrust
Business-to-customer e-commerce
Trust
Online relationship quality
Issue Date2011
Citation
Information and Management, 2011, v. 48, n. 6, p. 192-200 How to Cite?
AbstractInformation 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. © 2011 Elsevier B.V. All rights reserved.
Persistent Identifierhttp://hdl.handle.net/10722/307118
ISSN
2023 Impact Factor: 8.2
2023 SCImago Journal Rankings: 2.594
ISI Accession Number ID

 

DC FieldValueLanguage
dc.contributor.authorZhang, Yixiang-
dc.contributor.authorFang, Yulin-
dc.contributor.authorWei, Kwok Kee-
dc.contributor.authorRamsey, Elaine-
dc.contributor.authorMcCole, Patrick-
dc.contributor.authorChen, Huaping-
dc.date.accessioned2021-11-03T06:21:58Z-
dc.date.available2021-11-03T06:21:58Z-
dc.date.issued2011-
dc.identifier.citationInformation and Management, 2011, v. 48, n. 6, p. 192-200-
dc.identifier.issn0378-7206-
dc.identifier.urihttp://hdl.handle.net/10722/307118-
dc.description.abstractInformation 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. © 2011 Elsevier B.V. All rights reserved.-
dc.languageeng-
dc.relation.ispartofInformation and Management-
dc.subjectRepurchase intention-
dc.subjectSatisfaction-
dc.subjectDistrust-
dc.subjectBusiness-to-customer e-commerce-
dc.subjectTrust-
dc.subjectOnline relationship quality-
dc.titleRepurchase intention in B2C e-commerce - A relationship quality perspective-
dc.typeArticle-
dc.description.naturelink_to_subscribed_fulltext-
dc.identifier.doi10.1016/j.im.2011.05.003-
dc.identifier.scopuseid_2-s2.0-79960703433-
dc.identifier.volume48-
dc.identifier.issue6-
dc.identifier.spage192-
dc.identifier.epage200-
dc.identifier.isiWOS:000294240800002-

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