Understanding customers' satisfaction and repurchase intentions An integration of IS success model, trust, and justice

Understanding customers' satisfaction and repurchase intentions An integration of IS success... Purpose – The aim of this study is to extend DeLone and McLean's IS success model by introducing justice – fair treatments received from the exchanging party – and trust into a theoretical model for studying customers' repurchase intentions in the context of online shopping. Design/methodology/approach – The research model was tested with data from 219 of PCHome's online shopping customers using a web survey. PLS (partial least squares) was used to analyze the measurement and structural models. Findings – Data collected from 219 valid respondents provided support for all but one hypotheses (with a p ‐value of less than 0.05). The unsupported hypothesis regards the relationship between service quality and satisfaction (H4). The study shows that trust, net benefits, and satisfaction are significant positive predictors of customers' repurchase intentions toward online shopping. Information quality, system quality, trust, and net benefits, are significant determinants of customer satisfaction. Besides, online trust is built through distributive, procedural, and interactional justice. Overall, the research model accounted for 79 percent of the variance of repurchase intention. Originality/value – An endeavor to extend the updated IS success model in terms of the peculiar nature of e‐commerce is needed. The study complements the updated IS success model with justice trust perspectives, considering them a more comprehensive measure of online shopping satisfaction and repurchase intention in an e‐commerce context. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Internet Research Emerald Publishing

Understanding customers' satisfaction and repurchase intentions An integration of IS success model, trust, and justice

Internet Research, Volume 21 (4): 25 – Jan 1, 2011

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Publisher
Emerald Publishing
Copyright
Copyright © 2011 Emerald Group Publishing Limited. All rights reserved.
ISSN
1066-2243
DOI
10.1108/10662241111158335
Publisher site
See Article on Publisher Site

Abstract

Purpose – The aim of this study is to extend DeLone and McLean's IS success model by introducing justice – fair treatments received from the exchanging party – and trust into a theoretical model for studying customers' repurchase intentions in the context of online shopping. Design/methodology/approach – The research model was tested with data from 219 of PCHome's online shopping customers using a web survey. PLS (partial least squares) was used to analyze the measurement and structural models. Findings – Data collected from 219 valid respondents provided support for all but one hypotheses (with a p ‐value of less than 0.05). The unsupported hypothesis regards the relationship between service quality and satisfaction (H4). The study shows that trust, net benefits, and satisfaction are significant positive predictors of customers' repurchase intentions toward online shopping. Information quality, system quality, trust, and net benefits, are significant determinants of customer satisfaction. Besides, online trust is built through distributive, procedural, and interactional justice. Overall, the research model accounted for 79 percent of the variance of repurchase intention. Originality/value – An endeavor to extend the updated IS success model in terms of the peculiar nature of e‐commerce is needed. The study complements the updated IS success model with justice trust perspectives, considering them a more comprehensive measure of online shopping satisfaction and repurchase intention in an e‐commerce context.

Journal

Internet ResearchEmerald Publishing

Published: Jan 1, 2011

Keywords: IS success model; Justice; Online shopping; Repurchase intention; Online catalogues; Satisfaction; Home shopping; Service quality assurance; Trust; Taiwan

References

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