Investigating the Repurchase Intention of E-Commerce Users from Service Quality and Expectation-Confirmation Theory Perspective
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Published:
Aug 15, 2022
Keywords:
E-Service Quality, Repurchase Intention, Expectation-Confirmation Theory, Consumer Satisfaction, E-Commerce
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Abstract
Most existing research concerning e-commerce in developed countries that have adopted information technology earlier than developing countries, such as Indonesia. The purpose of this study is to know the critical components of e-commerce service quality that can affect the level of customer satisfaction and loyalty in developing countries such as Indonesia using dimensions that researchers have tested in developed countries. The Smart Partial Least Square (SmartPLS 3.0) revealed a positive relationship among service quality, confirmation, satisfaction, and repurchase intention. A positive and significant correlation was also found between website design, information usefulness, privacy & security towards service quality. On the other hand, fulfillment and ease of ordering produced an insignificant relationship with service quality. Practical suggestions for promoting e-commerce in developing countries are provided.
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Pradana, B. P. (2022). Investigating the Repurchase Intention of E-Commerce Users from Service Quality and Expectation-Confirmation Theory Perspective. Jurnal Informasi Dan Teknologi, 4(3), 127-135. https://doi.org/10.37034/jidt.v4i3.210
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References
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[3] K. Das, M. Gryseels, P. Sudhir, and K. T. Tan, "Unlocking Indonesia's digital opportunity," Journal McKinsey Company Indonesia Office, 2016.
[4] M. Hu and S. Monahan, "US e-Commerce Trends and the Impact on Logistics," Journal AT Kearney, 2016.
[5] Y. Hwang, "An empirical study of online trust and consumer behavior: Cultural orientation, social norms, and personal innovativeness in information technology," Journal ICIS Proceedings, p. 69, 2005.
[6] D. Lestari, "Measuring e-commerce adoption behavior among gen-Z in Jakarta, Indonesia," Economic Analysis and Policy, vol. 64, pp. 103-115, 2019.
[7] G. A. Churchill Jr and C. Surprenant, "An investigation into the determinants of customer satisfaction," Journal of Marketing Research, vol. 19, no. 4, pp. 491-504, 1982.
[8] E. W. Anderson and M. W. Sullivan, "The antecedents and consequences of customer satisfaction for firms," Journal Marketing Science, vol. 12, no. 2, pp. 125-143, 1993.
[9] R. L. Oliver, "Cognitive, affective, and attribute bases of the satisfaction response," Journal of Consumer Research, vol. 20, no. 3, pp. 418-430, 1993.
[10] R. L. Oliver, Satisfaction: A behavioral perspective on the consumer. Routledge, 2014.
[11] P. Aurier and G. Guintcheva, "Using Affect-Expectations Theory to Explain the Direction of the Impacts of Experiential Emotions on Satisfaction," Psychology & Marketing, vol. 31, no. 10, pp. 900-913, 2014.
[12] A. Bhattacherjee, "Understanding information systems continuance: an expectation-confirmation model," MIS quarterly, pp. 351-370, 2001.
[13] W. W. Chin, "The partial least squares approach to structural equation modeling," Modern methods for business research, vol. 295, no. 2, pp. 295-336, 1998.
[14] J. F. Hair, M. Sarstedt, C. M. Ringle, and J. A. Mena, "An assessment of the use of partial least squares structural equation modeling in marketing research," Journal of the Academy of Marketing Science, vol. 40, no. 3, pp. 414-433, 2011.
[15] K. K.-K. Wong, "Partial least squares structural equation modeling (PLS-SEM) techniques using SmartPLS," J Marketing Bulletin, vol. 24, no. 1, pp. 1-32, 2013.
[16] M. Wolfinbarger and M. C. Gilly, "eTailQ: dimensionalizing, measuring and predicting etail quality," Journal of retailing, vol. 79, no. 3, pp. 183-198, 2003.
[17] U. Tandon, R. Kiran, and A. N. Sah, "Customer Satisfaction as Mediator Between Website Service Quality and Repurchase Intention: An Emerging Economy Case," Service Science, vol. 9, no. 2, pp. 106-120, 2017.
[18] S. Ng, H. Kim, and A. R. Rao, "Sins of omission versus commission: Cross-cultural differences in brand-switching due to dissatisfaction induced by individual versus group action and inaction," Journal of Consumer Psychology, vol. 25, no. 1, pp. 89-100, 2015.
[19] V. Venkatesh, J. Y. Thong, F. K. Chan, P. J. H. Hu, and S. A. Brown, "Extending the two‐stage information systems continuance model: Incorporating UTAUT predictors and the role of context," Information Systems Journal, vol. 21, no. 6, pp. 527-555, 2011.
[20] J. Y. L. Thong, S.-J. Hong, and K. Y. Tam, "The effects of post-adoption beliefs on the expectation-confirmation model for information technology continuance," International Journal of Human-Computer Studies, vol. 64, no. 9, pp. 799-810, 2006.
[21] A. P. Oghuma, C. F. Libaque-Saenz, S. F. Wong, and Y. Chang, "An expectation-confirmation model of continuance intention to use mobile instant messaging," Telematics and Informatics, vol. 33, no. 1, pp. 34-47, 2016.
[22] T. L. Lai, "Service quality and perceived value's impact on satisfaction, intention, and usage of short message service (SMS)," Information Systems Frontiers, vol. 6, no. 4, pp. 353-368, 2004.
[23] A. Parasuraman, V. A. Zeithaml, and L. L. Berry, "A conceptual model of service quality and its implications for future research," Journal of Marketing, vol. 49, no. 4, pp. 41-50, 1985.
[24] S.-W. Chou, H.-T. Min, Y.-C. Chang, and C.-T. Lin, "Understanding continuance intention of knowledge creation using the extended expectation–confirmation theory: an empirical study of Taiwan and China online communities," Behaviour Information Technology, vol. 29, no. 6, pp. 557-570, 2010.
[25] J. J. Jiang, G. Klein, and C. L. Carr, "Measuring information system service quality: SERVQUAL from the other side," MIS quarterly, pp. 145-166, 2002.
[26] S. Gounaris, S. Dimitriadis, and V. Stathakopoulos, "An examination of the effects of service quality and satisfaction on customers' behavioral intentions in e‐shopping," Journal of Services Marketing, vol. 24, no. 2, pp. 142-156, 2010.
[27] M. Blut, N. Chowdhry, V. Mittal, and C. Brock, "E-Service Quality: A Meta-Analytic Review," Journal of Retailing, vol. 91, no. 4, pp. 679-700, 2015.
[28] G. J. Udo, K. K. Bagchi, and P. J. Kirs, "An assessment of customers' e-service quality perception, satisfaction and intention," International Journal of Information Management, vol. 30, no. 6, pp. 481-492, 2010.
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[30] V. Shankar, A. K. Smith, and A. Rangaswamy, "Customer satisfaction and loyalty in online and offline environments," International Journal of research in marketing, vol. 20, no. 2, pp. 153-175, 2003.
[31] A. William, "Relationship Marketing Delivering Customer Satisfaction," ed: Oxford: Butter–Worth–Heinemann, 2002.
[32] S. Durvasula, S. Lysonski, S. C. Mehta, and B. P. Tang, "Forging relationships with services: the antecedents that have an impact on behavioral outcomes in the life insurance industry," Journal of Financial Services Marketing, vol. 8, no. 4, pp. 314-326, 2004.
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[34] A. Bhattacherjee and G. Premkumar, "Understanding changes in belief and attitude toward information technology usage: A theoretical model and longitudinal test," MIS quarterly, pp. 229-254, 2004.
[35] B. H. Wixom and P. A. Todd, "A theoretical integration of user satisfaction and technology acceptance," Information systems research, vol. 16, no. 1, pp. 85-102, 2005.
[36] J. I. Shin, K. H. Chung, J. S. Oh, and C. W. Lee, "The effect of site quality on repurchase intention in Internet shopping through mediating variables: The case of university students in South Korea," International Journal of Information Management, vol. 33, no. 3, pp. 453-463, 2013.
[37] G.-G. Lee and H.-F. Lin, "Customer perceptions of e-service quality in online shopping," International Journal of Retail Distribution Management, vol. 33, no. 2, pp. 161-176, 2005.
[38] V. S. Chau and Y.-Y. Kao, "Bridge over troubled water or long and winding road?: Gap-5 in airline service quality performance measures," Managing Service Quality, vol. 19, no. 1, pp. 106-134, 2009.
[39] H. H. Chang and H.-W. Wang, "The moderating effect of customer perceived value on online shopping behavior," Journal Online Information Review, vol. 35, no. 3, pp. 333-359, 2011.
[40] T. Zhou, Y. Lu, and B. Wang, "The Relative Importance of Website Design Quality and Service Quality in Determining Consumers' Online Repurchase Behavior," Information Systems Management, vol. 26, no. 4, pp. 327-337, 2009.
[41] C. Fornell and D. F. Larcker, "Evaluating structural equation models with unobservable variables and measurement error," Journal of marketing research, vol. 18, no. 1, pp. 39-50, 1981.
[42] J. Henseler, C. M. Ringle, and M. Sarstedt, "A new criterion for assessing discriminant validity in variance-based structural equation modeling," Journal of the academy of marketing science, vol. 43, no. 1, pp. 115-135, 2015.