REPURCHASE BEHAVIOR IN B2C ECOMMERCE-A RELATIONSHIP QUALITY PERSPECTIVE

Information systems research continues to pay increasing attention to online customer retention. Drawing on the relationship marketing literature, this study formulates and tests a theoretical model to explain B2C ecommerce consumer repurchase intention from the perspective of relationship quality. The model was empirically tested through a large-scale survey conducted in Northern Ireland. The results show that relationship quality impacts consumer repurchase intention positively. Meanwhile, relationship quality is positively influenced by vendor expertise on order fulfillment, vendor reputation, and website usability. Vendor opportunistic behavior influences relationship quality negatively. Implications for future research and practice are also discussed

Modelling and testing consumer trust dimensions in e-commerce

Prior research has found trust to play a significant role in shaping purchase intentions of a consumer. However there has been limited research where consumer trust dimensions have been empirically defined and tested. In this paper we empirically test a path model such that Internet vendors would have adequate solutions to increase trust. The path model presented in this paper measures the three main dimensions of trust, i.e. competence, integrity, and benevolence. And assesses the influence of overall trust of consumers. The paper also analyses how various sources of trust, i.e. consumer characteristics, firm characteristic, website infrastructure and interactions with consumers, influence dimensions of trust. The model is tested using 365 valid responses. Findings suggest that consumers with high overall trust demonstrate a higher intention to purchase online

Effects of Relationship Quality on Citizen Intention Use of E-government Services: An Empirical Study of E-government System

This study aims to explain the concept of relationship quality on citizen intention use of e-Government service. We have built 5 hypotheses. The result of 5 hypotheses is positive and significant impact. In building citizen relationship, we build two antecedent they are perceived e-Government usability and perceived e-Government credibility. The method we use in this research is empirical, with 366 valid respondents

Comparación cross-cultural de las relaciones entre el riesgo percibido online, la usabilidad percibida y la satisfacción hacia un destino turístico

The purpose of this paper is to empirically analyze the influence of culture on the relationships among perceived risk, perceived usability and satisfaction online, in two cultures: Spain (high uncertainty avoidance and low individualism) and the United Kingdom (low uncertainty avoidance and high individualism). The sample comprised 314 Internet users, 119 of whom were Spanish and 195 British. They were asked to browse the experimental website of a fictitious tourist destination. The findings indicated that there are significant differences between the direct influence of perceived risk on perceived usability and also the indirect relationship between perceived risk and satisfaction online during browsing of the tourist website, and that these differences are moderated by the uncertainty avoidance dimension.El propósito de este trabajo es analizar empíricamente la influencia de la cultura sobre la relación entre el riesgo percibido, la usabilidad y la satisfacción percibida online, entre dos culturas: España (Alto control de incertidumbre y bajo el individualismo) y del Reino Unido (Bajo control de incertidumbre y alto individualismo). La muestra estaba compuesta por 314 usuarios de Internet. De ellos, 119 eran españoles y 195 británicos. Se les pidió que navegar por un sitio web de un destino turístico ficticio. Los resultados indicaron que existen diferencias significativas entre la influencia directa del riesgo percibido en la usabilidad percibida y también la relación indirecta entre el riesgo percibido y la satisfacción en línea durante la navegación por la página web de turismo, y que estas diferencias estaban moderadas por la dimensión control de incertidumbre.The authors appreciate the financial help provided via a research project of group ADEMAR (University of Granada) under the auspices of the Andalusian Program for R&D, number P06-SEJ02170, and Research Program from the Faculty of Education and Humanities of Ceuta

Studenti kao lojalni korisnici informativnih mrežnih stranica: kako faktori upotrebljivosti, poznatosti, zadovoljstva i reputacije koreliraju s lojalnosti korisnika

In a time of increasing competition in online news, it is important for the publishers of news websites to retain loyal users. This paper contributes to the study of loyalty through an investigation of the factors that affect the loyalty of young users of news websites and motivate them to return there. The research sample in this study was made up of students (N=408) at universities in Slovakia who use news websites to search for information every day. Correlation and regression analyses have been used to test the hypotheses. The results of this research confirm that usability, familiarity, satisfaction and reputation have a direct and positive relationship to the users’ loyalty as reflected in daily use of a news website. The correlation shows that loyalty is associated particularly closely with reputation and satisfaction with a selected news website. Regression analysis shows that there are also other variables that affect users’ loyalty.Izdavačima informativnih mrežnih stranica važno je u vrijeme rastuće konkurencije u online vijestima zadržati lojalne korisnike. Ovaj rad doprinosi proučavanju lojalnosti istraživanjem faktora koji djeluju na lojalnost mladih korisnika informativnih mrežnih stranica i motiviraju ih na ponovno posjećivanje. Uzorak u ovom istraživanju čine studenti (N = 408) sa sveučilišta u Slovačkoj koji svaki dan koriste informativne mrežne stranice u potrazi za informacijama. Korelacijska i regresijska analiza korištene su za testiranje hipoteza. Rezultati istraživanja potvrđuju da su faktori upotrebljivosti, poznatosti, zadovoljstva i reputacije u izravnoj i pozitivnoj vezi s lojalnosti korisnika, što se odražava u svakodnevnom korištenju informativnih mrežnih stranica. Lojalnost je osobito blisko povezana s reputacijom i zadovoljstvom s odabranim informativnim mrežnim stranicama. Regresijska analiza također pokazuje da postoje i druge varijable koje djeluju na lojalnost korisnika