HOW TO INCREASE CUSTOMER REPURCHASE INTENTION IN AN ONLINE RETAILING STORE? AN EXTENDED EXPECTATION CONFIRMATORY MODEL

Q3 Computer Science
P. W. Handayani, I. M. E. Ariantana, A. Pinem
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引用次数: 4

Abstract

This research investigates factors driving customers repurchase intention for one of Indonesia’s largest online bookstores. Business-to-customer e-commerce has grown in line with the increasing number of internet users in Indonesia. The number of new customers on websites is increasing, but although the investigated company profits more from recurrent customers than new ones, this bookstore has difficulty retaining customers. To address this, we extend the expectation confirmatory model, using the site quality and regret variables. We collected data from customers who had bought products from the company website; the analysis employed the structural equation modeling approach. The results showed that customer satisfaction, customer trust, and regret directly affect repurchase intention. Site quality and confirmation are factors that indirectly affect repurchase intention. To retain existing customers, the company should improve its website design, enhance the payment and delivery options, and add a discussion forum and customer service features.
网上零售如何提高顾客的再购买意愿?扩展的期望验证模型
本研究调查了印尼最大的网上书店之一的顾客回购意愿的驱动因素。随着印尼互联网用户数量的增加,企业对客户的电子商务也在增长。虽然网站上的新顾客在增加,但与新顾客相比,该书店从老顾客那里获得的利润更多,但很难留住顾客。为了解决这个问题,我们扩展了期望验证模型,使用站点质量和后悔变量。我们从从公司网站购买产品的客户那里收集数据;分析采用结构方程建模方法。结果表明,顾客满意、顾客信任、顾客后悔直接影响再购买意愿。站点质量和确认是间接影响再购买意愿的因素。为了留住现有的客户,公司应该改进其网站设计,增加支付和交付选项,并增加讨论论坛和客户服务功能。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
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来源期刊
International Journal of Electronic Commerce Studies
International Journal of Electronic Commerce Studies Computer Science-Computer Science Applications
CiteScore
1.40
自引率
0.00%
发文量
0
期刊介绍: The IJECS is a double-blind referred academic journal for all fields of Electronic Commerce. To serve as an international platform, the IJECS encourages manuscript submissions from authors all around the world. As a multi-discipline journal, The IJECS welcome both technology oriented and business oriented electronic commerce research articles. The purpose of the International Journal of Electronic Commerce Studies is to promote electronic commerce research and provide worldwide scholars a place to publish their innovative work in electronic commerce. To be published in the journal, the manuscript must make strong empirical, theoretical, or practical contributions and highlight the significance of the contributions to the electronic commerce field. Thus, preference is given to submissions that test, extend, or build strong theoretical frameworks for electronic commerce theory, electronic commerce system development, and electronic commerce practice. The journal is not tied to any particular national context; the geographic distribution of authors publishing in the journal came from countries around the world. Articles introducing cases of innovative applications in electronic commerce around the world are also published in the journal. The journal provides scholars opportunities to realize the electronic commerce research and development around the world. Articles in the International Journal of Electronic Commerce Studies will include, but are not limited to the following areas.
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