research-article

How website quality, service quality, perceived risk and customer satisfaction affects repurchase intension?: a case of Taobao online shopping

Authors:

Hsin-Fan Chen,

Sheng-Hung ChenAuthors Info & Claims

IC4E '19: Proceedings of the 10th International Conference on E-Education, E-Business, E-Management and E-Learning

Pages 326 - 328

https://doi.org/10.1145/3306500.3306571

Published: 10 January 2019 Publication History

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IC4E '19: Proceedings of the 10th International Conference on E-Education, E-Business, E-Management and E-Learning

How website quality, service quality, perceived risk and customer satisfaction affects repurchase intension?: a case of Taobao online shopping

Pages 326 - 328

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Abstract

Using the questionnaire to collect the data on 252 customers by expressing their willingness to repurchase goods via Taobao website, we received their opinion and evaluation from the personal interview. Our results indicate the following findings: 1) The quality of the website on the shopping platform has a negative impact on customer's perceived risk. 2) The quality of online shopping website poses a positive effect on customer's satisfaction. 3) The quality of service provided within shopping website has a negative impact on perceived risk. 4) The quality of service on the shopping website platform has a positive impact on customer satisfaction. 5) The perceived risk on the shopping website has a negative impact on customer repurchase intention. 6) Customer satisfaction with the shopping website has a positive impact on customer repurchase intention.

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Cited By

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Tymoshchuk OLou XChi T(2024)Exploring Determinants of Second-Hand Apparel Purchase Intention and Word of Mouth: A Stimulus–Organism–Response ApproachSustainability10.3390/su1611444516:11(4445)Online publication date: 24-May-2024
https://doi.org/10.3390/su16114445
Aljbour MAvcı İ(2024)Sales Prediction in E-Commerce Platforms Using Machine LearningForthcoming Networks and Sustainability in the AIoT Era10.1007/978-3-031-62881-8_17(207-216)Online publication date: 26-Jun-2024
https://doi.org/10.1007/978-3-031-62881-8_17
Nguyen Thi BTran TTran TLe TTran PNguyen M(2022)Factors influencing continuance intention of online shopping of generation Y and Z during the new normal in VietnamCogent Business & Management10.1080/23311975.2022.21430169:1Online publication date: 11-Nov-2022
https://doi.org/10.1080/23311975.2022.2143016
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Index Terms

How website quality, service quality, perceived risk and customer satisfaction affects repurchase intension?: a case of Taobao online shopping
1. Information systems
  1. World Wide Web
    1. Web applications
      1. Electronic commerce
        Online shopping

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IC4E '19: Proceedings of the 10th International Conference on E-Education, E-Business, E-Management and E-Learning

January 2019

469 pages

ISBN:9781450366021

DOI:10.1145/3306500

Conference Chairs:
Kuan-Chou Chen
Purdue University Northwest
,
Yongsheng Ma
University of Alberta, Canada

Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than ACM must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from [email protected]

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Association for Computing Machinery

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Published: 10 January 2019

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IC4E 2019: 2019 10th International Conference on E-Education, E-Business, E-Management and E-Learning

January 10 - 13, 2019

Tokyo, Japan

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Tymoshchuk OLou XChi T(2024)Exploring Determinants of Second-Hand Apparel Purchase Intention and Word of Mouth: A Stimulus–Organism–Response ApproachSustainability10.3390/su1611444516:11(4445)Online publication date: 24-May-2024
https://doi.org/10.3390/su16114445
Aljbour MAvcı İ(2024)Sales Prediction in E-Commerce Platforms Using Machine LearningForthcoming Networks and Sustainability in the AIoT Era10.1007/978-3-031-62881-8_17(207-216)Online publication date: 26-Jun-2024
https://doi.org/10.1007/978-3-031-62881-8_17
Nguyen Thi BTran TTran TLe TTran PNguyen M(2022)Factors influencing continuance intention of online shopping of generation Y and Z during the new normal in VietnamCogent Business & Management10.1080/23311975.2022.21430169:1Online publication date: 11-Nov-2022
https://doi.org/10.1080/23311975.2022.2143016
Yuniarti FR. Arief HMeydia HYevis M(2022)Online retailers’ ethics and its effect on repurchase intention: The mediating role of perceived riskCogent Business & Management10.1080/23311975.2022.20516919:1Online publication date: 26-Mar-2022
https://doi.org/10.1080/23311975.2022.2051691

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A Study on Service Quality, Customer Satisfaction, and Customer Loyalty: The Case of PChome

Customer Satisfaction as Mediator Between Website Service Quality and Repurchase Intention: An Emerging Economy Case

The impact of website quality on customer satisfaction and purchase intention: perceived playfulness and perceived flow as mediators

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