Trust, Satisfaction, and Online Repurchase Intention: The Moderating Role of Perceived Effectiveness of E-Commerce Institutional Mechanisms
By Yulin Fang, Israr Qureshi, Heshan Sun, Patrick McCole, Elaine Ramsey, Kai H. Lim. MIS Q., 2014
745 citations recorded by the source corpus.
The effects of e-commerce institutional mechanisms on trust and online purchase have traditionally been understood in the initial online purchase context. This study extends this literature by exploring the role of e-commerce institutional mechanisms in the online repurchase context. In doing so, it responds to the emerging call for understanding the institutional context under which customer trust operates in an e-commerce environment. Specifically, this study introduces a key moderator, perceived effectiveness of e-commerce institutional mechanisms (PEEIM), to the relationships between trust, satisfaction, and repurchase intention. Drawing on the theory of organizational trust, and based on a survey of 362 returning online customers, we find that PEEIM negatively moderates the relationship between trust in an online vendor and online customer repurchase intention, as it decreases the importance of trust to promoting repurchase behavior. We also find that PEEIM positively moderates the relationship between customer satisfaction and trust as it enhances the customer's reliance on past transaction experience with the vendor to reevaluate trust in the vendor. Consistent with the predictions made in the literature, PEEIM does not directly affect trust or repurchase intention. Academic and practical implications and future research directions are discussed.
Subfields: Information Systems and Management, Organizational Behavior and Human Resource Management, Sociology and Political Science
View Paper: https://www.semanticscholar.org/paper/31277ed88ea00e4efad9c6e163328dca7666e1bf
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In Organizational Behavior and Human Resource Management
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Citations in the corpus
- Reflective Model of Brand Awareness on Repurchase Intention and Customer Satisfaction (2020, background): “Then, that specific form of purchase intention becomes a purchase decision and leads to satisfaction and repurchase plan (Fang et al., 2014; Kim & Yang, 2020; Khoa et al., 2020).”
- Assessing the effects of consumers' product evaluations and trust on repurchase intention in e-commerce environments (2018, background): “Further, a large number of studies have been conducted to understand what makes online consumers repurchase from the same online sellers (e.g., Fang et al., 2014; Gefen, 2002; Kim, Ferrin, & Rao, 2009; Srinivasan, Anderson, & Ponnavolu, 2002) and these studies have demonstrated that first-hand…”
- Social Presence, Trust, and Social Commerce Purchase Intention: an Empirical Research (2016, background): “Online transactions are usually facilitated and guaranteed by structural factors such as escrow services and credit card guarantees (Fang et al., 2014; Pavlou & Gefen, 2004).”
- Corporate social responsibility as a determinant of consumer loyalty: An examination of ethical standard, satisfaction, and trust (2017, neutral): “…Ribbink, van Riel, Liljander, & Streukens, 2004; Macintosh & Lockshin, 1997; Cyr, 2008; Vlachos, Tsamakos, Vrechopoulos, & Avramidis, 2009), and trust and satisfaction (Cyr, 2008; Fang et al., 2014; Sirdeshmukh, Singh, & Sabol, 2002; Wetsch, 2006) have beenmajor research topics in various areas.”
- Enhancing the flow experience of consumers in China through interpersonal interaction in social commerce (2016, methodology): “We followed the generally accepted suggestion on wording questions when developing and finalizing the questionnaire (Fang et al., 2014).”