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    Please use this identifier to cite or link to this item: http://tkuir.lib.tku.edu.tw:8080/dspace/handle/987654321/64174


    Title: Determinants of Customer Repurchase Intention in Online Shopping
    Authors: 方郁惠;Chiu, C. M.;Chang, C. C.;Cheng, H. L.
    Contributors: 淡江大學會計學系
    Keywords: Internet shopping;Consumer behaviour;Customer services quality;Trust
    Date: 2009-08-01
    Issue Date: 2011-10-20 12:48:49 (UTC+8)
    Abstract: Purpose
    – The purpose of this paper is to understand customers' repurchase intentions in online shopping. This study extends the technology acceptance model (TAM) by introducing e‐service quality dimensions, trust and enjoyment in the development of a theoretical model to study customers' repurchase intentions within the context of online shopping.

    Design/methodology/approach
    – Data collected from 360 PCHome online shopping customers provides strong support for the proposed research model. PLS (partial least squares, PLS‐Graph version 3.0) is used to analyse the measurement and structural models.

    Findings
    – The study shows that trust, perceived ease of use, perceived usefulness and enjoyment are significant positive predictors of customers' repurchase intentions.

    Research limitations/implications
    – The data are collected from a single online shopping store – the generalisation of the model and findings to other online stores requires additional research. Our findings imply that the five dimensions of e‐service quality are possibly among the most important antecedents of customers' trust in online vendors.

    Practical implications
    – Online vendors should ensure that they provide adequate utilitarian and hedonic value for customers instead of focusing on just one of these aspects in their web site development.

    Originality/value
    – Customer loyalty is critical to the online vendor's survival and success. The study provides evidence that online trust is built through order fulfilment, privacy, responsiveness and contact.
    Relation: Online Information Review 33(4), pp.761-784
    DOI: 10.1108/14684520910985710
    Appears in Collections:[Graduate Institute & Department of Accounting] Journal Article

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