The Impact of Website Effectiveness towards Online Repurchase Intention

Hong, Lu; Zulkifli, Wan Farha Wan; Hamsani, Nurul Hasliana; Shuaib, Azlinda Shazneem Md

doi:10.17687/jeb.0502.05

Cited by 2 publications

(3 citation statements)

References 24 publications

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“…According to Parasuraman, Zeithaml, & Berry (1988), service quality is the base of attaining information regarding customer satisfaction. Hence, according to the previous literature support, it can be said that website service quality can have a positive effect on customer satisfaction towards online shopping (Lin et al, 2011;Deyalage & Kulathunga, 2019;Guo, Ling, & Liu, 2012). Furthermore, Ghaffari & Ashkiki (2015) discussed that a website could meet the expectations of users and customers that in turn, affect customer satisfaction.…”

Section: Website Service Quality and Customer Satisfactionmentioning

confidence: 96%

“…The rapid growth of online shopping in Bangladesh focuses on the importance on the issue of identifying customer satisfaction which is considered as a factor to address how is website service quality in Bangladesh and whether customer expectations from these online shopping websites are confirmed or not. Previously, many authors have described online shopping customer satisfaction in the context of Bangladesh (Kasem & Shamima, 2014;Rahman, Islam, Esha, Sultana, & Chakravorty, 2018;Hossain, Jamil, & Rahman, 2018;Suhan, 2015). But limited literature has discussed the effects of website service quality on the confirmation of customers' expectations and in turn, customer satisfaction.…”

Section: Introductionmentioning

confidence: 99%

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The Influence of Website Service Quality on Customer Satisfaction Towards Online Shopping: The Mediating Role of Confirmation of Expectation

Biswas

Nusari

Ghosh

2019

IJMSBA

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Researching customer satisfaction becomes key for organizational competitiveness because satisfied customers become loyal customers. Therefore, it is important to measure customer satisfaction towards online shopping, since satisfied customers will make repetitive purchases and provide recommendations to others, thus generating the profit for a particular e-commerce company. Customer satisfaction towards online shopping can significantly be influenced by website service quality, hence many of the previous studies set up to show the relationship between website service quality and customer satisfaction. But still, limited literature has been focused on the mediating effects of the confirmation of customer expectation on the relationship between website service quality and customer satisfaction. Hence, the aim of this study is to measure customer satisfaction based on the website service quality with confirmation of customer expectation. A total of 500 questionnaires were distributed to online customers who are working in the private banks in Bangladesh. Our of 500, a total of 342 questionnaires were used for further analysis, representing a response rate of 68.40%. The hypothesis for direct effect was tested by regression analysis using Statistical Package for the Social Sciences (SPSS). The result of the study revealed that website service quality has a significant and positive relationship with confirmation of customers’ expectations and in turn, their satisfaction level towards online shopping. Implications and directions for future research are also highlighted in this present study.

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Section: Website Service Quality and Customer Satisfactionmentioning

confidence: 96%

Section: Introductionmentioning

confidence: 99%

The Influence of Website Service Quality on Customer Satisfaction Towards Online Shopping: The Mediating Role of Confirmation of Expectation

Biswas

Nusari

Ghosh

2019

IJMSBA

View full text Add to dashboard Cite

show abstract

“…Online retailers started to find improved ways to attract customers and support their online operation. Different studies were conducted on the impact of website effectiveness towards online satisfaction and repurchase intention (Hong, Farha, Zulkifli, & Hamsani, 2017;Luo, Ba, & Zhang, 2012).…”

Section: Introductionmentioning

confidence: 99%

A Study on the Impact of Logistics Service Quality on the Satisfaction and Loyalty of E-Shoppers in Egypt

Hafez¹,

Elakkad²,

Gamil³

2021

OJBM

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Customers nowadays are increasingly using online shopping due to its convenience in terms of time and cost, in addition to providing a vast variety of products and services and allowing customer to compare between different products. Several factors can affect the satisfaction levels of online customers including the quality of logistics services. This paper studies the relationship between logistics service quality (LSQ) dimensions and customer satisfaction and then studies the impact of customer satisfaction on customer loyalty. The study targeted online shoppers in Egypt and 292 responses were collected. The findings of the study revealed that information quality, product quality, product condition and reverse logistics are the most significant variable relating to customer satisfaction and that customer satisfaction has a significant impact on customer loyalty. This study can help online retailers in identifying areas of improvements to achieve higher levels of customer satisfaction.

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The Impact of Website Effectiveness towards Online Repurchase Intention

Cited by 2 publications

References 24 publications

The Influence of Website Service Quality on Customer Satisfaction Towards Online Shopping: The Mediating Role of Confirmation of Expectation

The Influence of Website Service Quality on Customer Satisfaction Towards Online Shopping: The Mediating Role of Confirmation of Expectation

A Study on the Impact of Logistics Service Quality on the Satisfaction and Loyalty of E-Shoppers in Egypt

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