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Abstract. The purpose of this research is to develop a research model to understand the important dimensions of website service quality and its influence on repurchase intention. The study also analyzes the mediating effect of customer satisfaction on repurchase intention. The results of empirical analysis confirmed that website quality can be conceptualized as a composite of navigation, ease of understanding, information usefulness, website design, ease of use, security and privacy, ease of ordering, and customization. Second, website quality positively affects repurchase intention and customer satisfaction. Third, website service quality can affect repurchase intention by enhancing mediators like customer satisfaction, as it has full mediating effect on repurchase intention. This study has developed the instrument dimensions of website service quality in online shopping context. The study has also refined the scale of repurchase intention by including "cash-on-delivery" (COD) mode of payment as a new dimension to inculcate confidence for online shopping in emerging economies. Supplemental Material:The online appendix is available at https://doi

Purpose This study aims to identify and analyse the key determinants influencing customer satisfaction towards online shopping in India. Design/methodology/approach The literature concerning major attributes of website functionality, perceived usability, perceived usefulness and customer satisfaction in online retailing were reviewed. Data were collected from 365 respondents active in online shopping for examining the constructs. The model was empirically tested using structural equation modelling. Findings The findings of the study reveal that perceived usefulness and website functionality have a positive impact on customer satisfaction, whereas perceived usability had a significant but negative impact on customer satisfaction. Practical implications This research will help online retailers to attract and motivate new customers for online shopping and existing customers to extend it in their daily purchase. Online retailers can improve post purchase satisfaction and eventually increase online customers. Originality/value This is one of the preliminary study dealing with customer satisfaction towards online retailing in India. The scale has been extended to include items like satisfaction with cash on delivery mode of payment not included in previous scales. The scale of perceived usefulness has also been deepened by adding time performance, product performance and promotional performance.

The purpose of this research is to analyze perceived risk and drivers of online shopping influencing behavioral intention in India. The study empirically validates website design, cash-on-delivery (COD) mode of payment, and different facets of perceived risk with the unified theory of acceptance and use of technology(2) (UTAUT2) of Venkatesh et al. [Venkatesh V, Thong JYL, Xu X (2012) Consumer acceptance and use of information technology: Extending the unified theory of acceptance and use of technology. MIS Quart. 36(1):157–178]. Findings of the study revealed that perceived risk had a negative relation with behavioral intention, whereas the drivers were positively associated with behavioral intention. Besides analyzing cash-on-delivery mode of payment as a construct, it also includes website design to enhance application of UTUAT2 in Indian and other similar developing countries’ context. The study will help online retailers to focus in the right direction by eliminating threats and convert nonshoppers to online shoppers.

The purpose of this research is to understand and analyze the role of perceived usability and perceived usefulness influencing customer satisfaction towards online shopping in India. Findings of the study reveal that website functionality has a significant and positive impact on perceived usability. Additionally, perceived usefulness and perceived usability has a positive impact on customer satisfaction. The scale has been extended to include satisfaction with the ‘Cash-on-delivery’ mode of payment being adopted by Asian countries. This paper builds a foundation for researchers to extend online retailing research in developing countries where the switch over to Internet shopping is more of a recent phenomenon as compared to its adoption by developed countries.