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The effect of site quality on repurchase intention in Internet shopping through mediating variables: The case of university students in South Korea

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  • Shin, Jae Ik
  • Chung, Ki Han
  • Oh, Jae Sin
  • Lee, Chang Won

Abstract

We performed a study to determine the influence that site quality has on repurchase intention of Internet shopping through customer satisfaction, customer trust, and customer commitment. Appropriate measures were developed and tested on 230 university students of Gyeongnam province in South Korea with a cross-sectional questionnaire survey. The results of the empirical analysis confirmed that site quality can be conceptualized as a composite of six dimensions of shopping convenience, site design, information usefulness, transaction security, payment system, and customer communication. Second, site quality positively affected customer satisfaction and customer trust, but did not affect customer commitment and repurchase intention. Third, site quality can affect repurchase intention by enhancing or attenuating customer satisfaction, customer trust, and customer commitment in online transaction situation. The mediating effect of customer satisfaction, customer trust, and customer commitment between site quality and repurchase intention is identified. Fourth, site quality indirectly affected customer commitment through customer satisfaction. Customer satisfaction indirectly affected repurchase intention through customer trust and customer commitment. Thus, it is found that site quality can be a very important factor to enhance repurchase intention in the customer perspective.

Suggested Citation

  • Shin, Jae Ik & Chung, Ki Han & Oh, Jae Sin & Lee, Chang Won, 2013. "The effect of site quality on repurchase intention in Internet shopping through mediating variables: The case of university students in South Korea," International Journal of Information Management, Elsevier, vol. 33(3), pages 453-463.
    • Handle: RePEc:eee:ininma:v:33:y:2013:i:3:p:453-463
    DOI: 10.1016/j.ijinfomgt.2013.02.003
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    3. Rina Suthia Hayu, 2023. "The Effect of Overall E-Service Quality in Marketing to Online Customer Satisfaction after Covid-19 ," GATR Journals jmmr315, Global Academy of Training and Research (GATR) Enterprise.
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    5. Fang, Jiaming & Shao, Yunfei & Wen, Chao, 2016. "Transactional quality, relational quality, and consumer e-loyalty: Evidence from SEM and fsQCA," International Journal of Information Management, Elsevier, vol. 36(6), pages 1205-1217.
    6. Abolfazl Akhondi & Azar Kafashpor, 2016. "Investigating Influence of Trust on Repurchasing by Mediating Role of Customer Satisfaction in Online Stores," Modern Applied Science, Canadian Center of Science and Education, vol. 10(6), pages 126-126, June.
    7. Pee, L.G. & Jiang, James & Klein, Gary, 2018. "Signaling effect of website usability on repurchase intention," International Journal of Information Management, Elsevier, vol. 39(C), pages 228-241.
    8. Alexander Joseph Ibnu Wibowo, 2021. "Outcomes of Perceived Online Webshop Quality: Empirical Evidence," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 33(2), pages 149-164.
    9. Gharepasha, Akram & Aali, Samad & Bafandeh Zendeh, Alireza & Iranzadeh, Soleyman, 2018. "Customer\'s Loyalty to Online Banking Services (in Persian)," Management and Development Process Quarterly (٠صلنامه ٠رایند مدیریت و توسعه), Institute for Management and Planning studies, vol. 31(3), pages 151-180, December.
    10. Harris, Mark A. & Brookshire, Robert & Chin, Amita Goyal, 2016. "Identifying factors influencing consumers’ intent to install mobile applications," International Journal of Information Management, Elsevier, vol. 36(3), pages 441-450.
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    12. Juan-Gabriel Martínez-Navalón & María Fernández-Fernández & Fernanda Pedrosa Alberto, 2023. "Does privacy and ease of use influence user trust in digital banking applications in Spain and Portugal?," International Entrepreneurship and Management Journal, Springer, vol. 19(2), pages 781-803, June.
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