Repurchase Intention: The Effect of Service Quality, System Quality, Information Quality, and Customer Satisfaction as Mediating Role: A PLS Approach of M-Commerce Ride Hailing Service in Vietnam
Author
Abstract
Suggested Citation
DOI: 10.33844/mbr.2018.60463
Download full text from publisher
References listed on IDEAS
- Vicki McKinney & Kanghyun Yoon & Fatemeh “Mariam” Zahedi, 2002. "The Measurement of Web-Customer Satisfaction: An Expectation and Disconfirmation Approach," Information Systems Research, INFORMS, vol. 13(3), pages 296-315, September.
- Bolton, Ruth N & Drew, James H, 1991. "A Multistage Model of Customers' Assessments of Service Quality and Value," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 17(4), pages 375-384, March.
Most related items
These are the items that most often cite the same works as this one and are cited by the same works as this one.- Yi-Chun (Chad) Ho & Junjie Wu & Yong Tan, 2017. "Disconfirmation Effect on Online Rating Behavior: A Structural Model," Information Systems Research, INFORMS, vol. 28(3), pages 626-642, September.
- Mohsin Zafar & Aasia Asif & Ahmed Imran Hunjra & H. Mushtaq Ahmad, 2012.
"Service Quality, Customer Satisfaction and Loyalty: An Empirical Analysis of Banking Sector in Pakistan,"
Information Management and Business Review, AMH International, vol. 4(4), pages 159-167.
- Zafar, Mohsin & Zafar, Sana & Asif, Aasia & Hunjra, Ahmed Imran & Ahmad, H. Mushtaq, 2011. "Service quality, customer satisfaction and loyalty: an empirical analysis of banking sector in Pakistan," MPRA Paper 40690, University Library of Munich, Germany.
- Ding, David Xin & Hu, Paul Jen-Hwa & Sheng, Olivia R. Liu, 2011. "e-SELFQUAL: A scale for measuring online self-service quality," Journal of Business Research, Elsevier, vol. 64(5), pages 508-515, May.
- Sardar Mohammadi & Geoff Dickson, 2024. "Online Shopping for Sporting Goods: The Role of Flow, E-Satisfaction, and E-Loyalty," Global Business Review, International Management Institute, vol. 25(6), pages 1498-1509, December.
- Sharma, Mahak & Antony, Rose & Sehrawat, Rajat & Cruz, Angel Contreras & Daim, Tugrul U., 2022. "Exploring post-adoption behaviors of e-service users: Evidence from the hospitality sector /online travel services," Technology in Society, Elsevier, vol. 68(C).
- Severin Oesterle & Arne Buchwald & Nils Urbach, 2022. "Investigating the co-creation of IT consulting service value: empirical findings of a matched pair analysis," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(2), pages 571-597, June.
- Brady, Michael K. & Robertson, Christopher J. & Cronin, J. Joseph, 2001. "Managing behavioral intentions in diverse cultural environments: an investigation of service quality, service value, and satisfaction for American and Ecuadorian fast-food customers," Journal of International Management, Elsevier, vol. 7(2), pages 129-149.
- Tae-Seung Park & Jun-Su Kim & Jiyoun Kim, 2021. "The Impact of Perceived Hapkido Service Quality on Exercise Continuation and Recommendation Intentions, with a Focus on Korean Middle and High School Students," Sustainability, MDPI, vol. 13(6), pages 1-10, March.
- Neus Vila-Brunet & Josep Llach, 2020. "OSS-Qual: Holistic Scale to Assess Customer Quality Perception When Buying Secondhand Products in Online Platforms," Sustainability, MDPI, vol. 12(21), pages 1-15, November.
- Taryn Renatta De Mendonca & Yan Zhou, 2019. "Environmental Performance, Customer Satisfaction, and Profitability: A Study among Large U.S. Companies," Sustainability, MDPI, vol. 11(19), pages 1-15, September.
- repec:dgr:rugsom:04f04 is not listed on IDEAS
- Sang-June Park & Youjae Yi, 2016. "Performance-only measures vs. performance-expectation measures of service quality," The Service Industries Journal, Taylor & Francis Journals, vol. 36(15-16), pages 741-756, December.
- Moslehpour, Massoud & Lin, Yi Hsin & Nguyen, Thi Le Huyen, 2017. "Top purchase intention priorities of Vietnamese LCC passengers: Expectations and satisfaction," MPRA Paper 81635, University Library of Munich, Germany.
- Scott E. Sampson, 2008. "OR PRACTICE---Optimization of Vacation Timeshare Scheduling," Operations Research, INFORMS, vol. 56(5), pages 1079-1088, October.
- Maria Abdul Rahman* & Yusniza Kamarulzaman, 2018. "The Mediating Effect of Satisfaction on Customer Loyalty in Oursourcing Relationships and its Determinants," The Journal of Social Sciences Research, Academic Research Publishing Group, pages 1062-1074:6.
- Luo, Xi & Cheah, Jun-Hwa & Hollebeek, Linda D. & Lim, Xin-Jean, 2024. "Boosting customers’ impulsive buying tendency in live-streaming commerce: The role of customer engagement and deal proneness," Journal of Retailing and Consumer Services, Elsevier, vol. 77(C).
- Siti Hasma Hajar Mat Zin & Siti Haslini Zakaria & Rumaizah Che Md Nor & Nor Hidayah Hassim & CT Munirah Niesha Mohd Shafee & Suhanah Rosnan & Nur Syafizan Mohd Sufter, 2024. "Analyzing Consumers Online Shopping Behavior Using Different Online Shopping Platforms: A Case Study in Malaysia," Information Management and Business Review, AMH International, vol. 16(2), pages 99-110.
- Yürük, Pınar & Akyol, Ayşe & Şimşek, Gülhayat Gölbaşı, 2017. "Analyzing the effects of social impacts of events on satisfaction and loyalty," Tourism Management, Elsevier, vol. 60(C), pages 367-378.
- Lo, Ada & Qu, Hailin, 2015. "A theoretical model of the impact of a bundle of determinants on tourists’ visiting and shopping intentions: A case of mainland Chinese tourists," Journal of Retailing and Consumer Services, Elsevier, vol. 22(C), pages 231-243.
- Anita Ciunova-Shuleska & Nikolina Palamidovska & Marija Grishin, 2013. "An empirical assessment of service quality in the context of travel agencies in the Republic of Macedonia," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 25(1), pages 21-36.
- Zhiyi Zhuo, 2019. "Research on using Six Sigma management to improve bank customer satisfaction," International Journal of Quality Innovation, Springer, vol. 5(1), pages 1-14, December.
Corrections
All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:bco:mbraaa::v:5:y:2018:p:78-91. See general information about how to correct material in RePEc.
If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.
If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .
If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.
For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sara Gunen (email available below). General contact details of provider: .
Please note that corrections may take a couple of weeks to filter through the various RePEc services.