Repurchase intention in B2C e-commerce - A relationship quality perspective

Yixiang Zhang; Yulin Fang; Kwok Kee Wei; Elaine Ramsey; Patrick McCole; Huaping Chen

doi:10.1016/j.im.2011.05.003

Repurchase intention in B2C e-commerce - A relationship quality perspective

Yixiang Zhang, Yulin Fang^*, Kwok Kee Wei, Elaine Ramsey, Patrick McCole, Huaping Chen

^*Corresponding author for this work

School of Management

Research output: Contribution to journal › Article › peer-review

269 Citations (Scopus)

Abstract

Information systems professionals must pay attention to online customer retention. Drawing on the relationship marketing literature, we formulated and tested a model to explain B2C user repurchase intention from the perspective of relationship quality. The model was empirically tested through a survey conducted in Northern Ireland. Results showed that online relationship quality and perceived website usability positively impacted customer repurchase intention. Moreover, online relationship quality was positively influenced by perceived vendor expertise in order fulfillment, perceived vendor reputation, and perceived website usability, whereas distrust in vendor behavior negatively influenced online relationship quality. Implications of these findings are discussed.

Original language	English
Pages (from-to)	192-200
Number of pages	9
Journal	Information and Management
Volume	48
Issue number	6
DOIs	https://doi.org/10.1016/j.im.2011.05.003
Publication status	Published - Aug 2011

Keywords

Business-to-customer e-commerce
Distrust
Online relationship quality
Repurchase intention
Satisfaction
Trust

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10.1016/j.im.2011.05.003

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title = "Repurchase intention in B2C e-commerce - A relationship quality perspective",

abstract = "Information systems professionals must pay attention to online customer retention. Drawing on the relationship marketing literature, we formulated and tested a model to explain B2C user repurchase intention from the perspective of relationship quality. The model was empirically tested through a survey conducted in Northern Ireland. Results showed that online relationship quality and perceived website usability positively impacted customer repurchase intention. Moreover, online relationship quality was positively influenced by perceived vendor expertise in order fulfillment, perceived vendor reputation, and perceived website usability, whereas distrust in vendor behavior negatively influenced online relationship quality. Implications of these findings are discussed.",

keywords = "Business-to-customer e-commerce, Distrust, Online relationship quality, Repurchase intention, Satisfaction, Trust",

author = "Yixiang Zhang and Yulin Fang and Wei, {Kwok Kee} and Elaine Ramsey and Patrick McCole and Huaping Chen",

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AU - Zhang, Yixiang

AU - Fang, Yulin

AU - Wei, Kwok Kee

AU - Ramsey, Elaine

AU - McCole, Patrick

AU - Chen, Huaping

PY - 2011/8

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N2 - Information systems professionals must pay attention to online customer retention. Drawing on the relationship marketing literature, we formulated and tested a model to explain B2C user repurchase intention from the perspective of relationship quality. The model was empirically tested through a survey conducted in Northern Ireland. Results showed that online relationship quality and perceived website usability positively impacted customer repurchase intention. Moreover, online relationship quality was positively influenced by perceived vendor expertise in order fulfillment, perceived vendor reputation, and perceived website usability, whereas distrust in vendor behavior negatively influenced online relationship quality. Implications of these findings are discussed.

AB - Information systems professionals must pay attention to online customer retention. Drawing on the relationship marketing literature, we formulated and tested a model to explain B2C user repurchase intention from the perspective of relationship quality. The model was empirically tested through a survey conducted in Northern Ireland. Results showed that online relationship quality and perceived website usability positively impacted customer repurchase intention. Moreover, online relationship quality was positively influenced by perceived vendor expertise in order fulfillment, perceived vendor reputation, and perceived website usability, whereas distrust in vendor behavior negatively influenced online relationship quality. Implications of these findings are discussed.

KW - Business-to-customer e-commerce

KW - Distrust

KW - Online relationship quality

KW - Repurchase intention

KW - Satisfaction

KW - Trust

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VL - 48

SP - 192

EP - 200

JO - Information and Management

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IS - 6

ER -

Repurchase intention in B2C e-commerce - A relationship quality perspective

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Keywords

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