The DOI matches its Crossref record; 59 of the 59 references it cites were found in a registry or an index.
The influence of e-customer satisfaction, e-trust and perceived value on consumer's repurchase intention in B2C e-commerce segment
Abstract
Purpose: This research study investigates the factors that influence e-customer satisfaction, e-trust, perceived value and consumers repurchase intention in the context of the B2C e-commerce segment. It investigates the mediation effect of e-customer satisfaction, e-trust and perceived value on repurchase intention. It also examines the moderating role of prior online experience. Design/methodology/approach: Based on the adapted questionnaire, pre-recruited enumerators collected the data from five leading business universities of Karachi. They distributed 425 questionnaires and received 415 questionnaires. The study has used Partial Least Square-Structure Equation Modeling (PLS-SEM) technique for data analysis. Findings: We have tested 20 hypotheses, of which our results do not support five, including two direct, two mediating. Our results support all the direct hypotheses except the following two: (1) delivery service affects e-satisfaction (2) customer services quality effect on trust. We did not find support for the following two mediating hypotheses (1) e-satisfaction mediates delivery services and repurchase intention, (2) service quality mediates customers' service quality and repurchase intention. Our results do not support one moderating relationship. Prior online experience moderates e-perceived value and repurchase intention. Research limitations/implications: This research provides valuable information to the online retailers of B2C e-commerce, which can help them make strategies based on their consumers' behavior and encourage them to make repeat purchases from online retailing stores. It allows future researchers to replicate the model in cross-cultural studies in different product categories. Originality/value: We have examined the moderating effect of prior online experience between (e-satisfaction, e-trust and perceived value) on the repurchase intention.
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Logistics Service Quality and Product Satisfaction in E-Commerce
Rashid, A., & Rasheed, R. (2024) · SAGE Open · doi:10.1177/21582440231224250 · Cited by 148
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Metadata
- Authors
- Miao, M., Jalees, T., Zaman, S. I., Khan, S., Hanif, N.-U.-A., & Javed, M. K.
- Venue
- Asia Pacific Journal of Marketing and Logistics
- Publisher
- Emerald
- Published
- 2021-12-03
- Volume
- 34
- Issue
- 10
- Pages
- 2184-2206
- ISSN
- 1355-5855 (ISSN-L)
- OpenAlex
- W4200486903
- Cited by
- 309
- References
- 59
- FWCI
- 46.27
- Type
- journal article
- Language
- en
- Open access
- closed
- Licence
- www.emerald.com/insight/site-policies (tdm)
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- The paper
- Miao, M., Jalees, T., Zaman, S. I., Khan, S., Hanif, N.-U.-A., & Javed, M. K. (2022). The influence of e-customer satisfaction, e-trust and perceived value on consumer's repurchase intention in B2C e-commerce segment. Asia Pacific Journal of Marketing and Logistics. https://doi.org/10.1108/apjml-03-2021-0221
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Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
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