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A Fresh Look on Determinants of Online Repurchase Intention
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Author(s): Ir. Jagjeet Singh Sarban Singh (Anglia Ruskin University, UK), Omkar Dastane (UCSI Graduate Business School, UCSI University, Malaysia)and Herman Fassou Haba (Université du Québec à Trois-Rivières, Canada)
Copyright: 2022
Pages: 30
Source title:
Handbook of Research on Digital Transformation Management and Tools
Source Author(s)/Editor(s): Richard Pettinger (University College London, UK), Brij B. Gupta (Asia University, Taichung, Taiwan & Lebanese American University, Beirut, Lebanon), Alexandru Roja (Babeș-Bolyai University, Cluj-Napoca, Romania)and Diana Cozmiuc (Ioan Slavici University, Timisoara, Romania)
DOI: 10.4018/978-1-7998-9764-4.ch005
Purchase
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Abstract
The e-commerce industry is continuously evolving and attained exponential growth as a result of the COVID 19-pandemic and the consequent lockdown. This has also generated possible changes in online consumer preferences. Although several studies have identified factors affecting online repurchase intention (ORI), a fresh look is required to identify key determinants of ORI. Thus, the current study, through extensive literature review, proposes and investigates such ORI determinants. Explanatory design with quantitative research method is used, and empirical data is collected using a self-administered e-questionnaire. A sample of 243 responses were collected from online consumers using snowball sampling. The data were then analyzed using AMOS 24 through series of statistical analysis. The findings show that web quality, service quality, credibility are key determinants of online repurchase intension. Electronic word of mouth (E-WoM) and customer relationship management (CRM) demonstrated insignificant impact on ORI. The results also identify perceived web quality as a factor with strongest impact on ORI.
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