{"title":"HOW TO INCREASE CUSTOMER REPURCHASE INTENTION IN AN ONLINE RETAILING STORE? AN EXTENDED EXPECTATION CONFIRMATORY MODEL","authors":"P. W. Handayani, I. M. E. Ariantana, A. Pinem","doi":"10.7903/ijecs.1721","DOIUrl":null,"url":null,"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.","PeriodicalId":38305,"journal":{"name":"International Journal of Electronic Commerce Studies","volume":" ","pages":""},"PeriodicalIF":0.0000,"publicationDate":"2020-06-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"4","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"International Journal of Electronic Commerce Studies","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.7903/ijecs.1721","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q3","JCRName":"Computer Science","Score":null,"Total":0}
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.
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.