An integrated model of customer repurchase intention in B2C e-commerce

2014 6th International Conference on Information Technology and Electrical Engineering (ICITEE) Pub Date : 2014-10-01 DOI:10.1109/ICITEED.2014.7006992

Saowakhon Homsud, Singha Chaveesuk

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引用次数: 3

Abstract

Website is a key determinant of e-business survival, competitive advantage, and success. Developing and controlling quality of website that response different consumer needs can affect customer satisfaction and repurchase intention. This study constructed an integrated model of customer repurchase intention in B2C e-commerce based on DeLoan and McLean's IS success model for testing the relationships among website quality, internet shopping value, customer trust, customer satisfaction, and customer repurchase intention. Then, empirical testing examines the effect of B2C website qualities on the internet shopping value and subsequent customer repurchases intention. A survey of 384 shoppers of B2C e-commerce was conducted to test a model. The model was shown a significant fit. Results showed that system quality had a significant impact on the hedonic shopping value, information quality had a significant impact on the utilitarian shopping value, and service quality had a significant impact both on the utilitarian and hedonic shopping value. Moreover, results also showed that utilitarian shopping value, customer trust and customer satisfaction had direct positive effect on customer repurchase intention.

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B2C电子商务中顾客再购买意愿的集成模型

网站是电子商务生存、竞争优势和成功的关键决定因素。开发和控制响应不同消费者需求的网站质量，可以影响顾客满意度和再购买意愿。本研究基于DeLoan和McLean的IS成功模型构建了B2C电子商务中顾客再购买意愿的整合模型，以检验网站质量、网络购物价值、顾客信任、顾客满意度和顾客再购买意愿之间的关系。然后，实证检验B2C网站质量对网络购物价值和后续顾客再购买意愿的影响。通过对384名B2C电子商务购物者的调查来检验模型。该模型显示出了显著的拟合。结果表明，制度质量对享乐性购物价值有显著影响，信息质量对功利性购物价值有显著影响，服务质量对功利性购物价值和享乐性购物价值均有显著影响。此外，结果还显示功利购物价值、顾客信任和顾客满意对顾客再购买意愿有直接的正向影响。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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2014 6th International Conference on Information Technology and Electrical Engineering (ICITEE)

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