IDEAS home Printed from https://ideas.repec.org/a/ibn/masjnl/v10y2016i6p126.html

Investigating Influence of Trust on Repurchasing by Mediating Role of Customer Satisfaction in Online Stores

Author

Listed:
  • Abolfazl Akhondi
  • Azar Kafashpor

Abstract

Analyzing and investigating factors affecting trust and satisfaction creation and providing condition for creating these factors by online stores help them to perceive customers’ needs and lead to increasing loyalty level, intention for repurchasing and improving profitability level. Therefore, this paper investigates influence of trust on repurchasing by mediating role of customer satisfaction. Population of this paper were customers of online stores which have 2-star electronic trust symbol on the base of E-trade development center (Note 1) ranking and had shopping more than once. Data were gathered from 267 samples of customers by availability method and questionnaire tool and its reliability was confirmed by Cronbach's alpha with 82%. Considering analyzing data by SEM on LIZERAL software, findings show that trust has positive and significant influence on repurchasing and indirect influence of trust on repurchasing by mediating role of customers satisfaction is more than its direct influence which confirms mediating role of customers’ satisfaction.

Suggested Citation

  • 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.
    • Handle: RePEc:ibn:masjnl:v:10:y:2016:i:6:p:126
    as

    Download full text from publisher

    File URL: https://ccsenet.org/journal/index.php/mas/article/download/58947/31556
    Download Restriction: no
    File URL: https://ccsenet.org/journal/index.php/mas/article/view/58947
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Erin Anderson & Barton Weitz, 1989. "Determinants of Continuity in Conventional Industrial Channel Dyads," Marketing Science, INFORMS, vol. 8(4), pages 310-323.
    2. Deng, Zhaohua & Lu, Yaobin & Wei, Kwok Kee & Zhang, Jinlong, 2010. "Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China," International Journal of Information Management, Elsevier, vol. 30(4), pages 289-300.
    3. 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.
    4. Hong, Ilyoo B. & Cho, Hwihyung, 2011. "The impact of consumer trust on attitudinal loyalty and purchase intentions in B2C e-marketplaces: Intermediary trust vs. seller trust," International Journal of Information Management, Elsevier, vol. 31(5), pages 469-479.
    Full references (including those not matched with items on IDEAS)

    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.
    1. Lin, Tung-Ching & Huang, Shiu-Li & Hsu, Chieh-Ju, 2015. "A dual-factor model of loyalty to IT product – The case of smartphones," International Journal of Information Management, Elsevier, vol. 35(2), pages 215-228.
    2. Liu, Linlin & Lee, Matthew K.O. & Liu, Renjing & Chen, Jiawen, 2018. "Trust transfer in social media brand communities: The role of consumer engagement," International Journal of Information Management, Elsevier, vol. 41(C), pages 1-13.
    3. Han, Heejeong & Park, Arum & Chung, Namho & Lee, Kyoung Jun, 2016. "A near field communication adoption and its impact on Expo visitors’ behavior," International Journal of Information Management, Elsevier, vol. 36(6), pages 1328-1339.
    4. Nadeem, Waqar & Andreini, Daniela & Salo, Jari & Laukkanen, Tommi, 2015. "Engaging consumers online through websites and social media: A gender study of Italian Generation Y clothing consumers," International Journal of Information Management, Elsevier, vol. 35(4), pages 432-442.
    5. Sun, Yongqiang & Shen, Xiao-Liang & Wang, Nan, 2014. "Understanding the role of consistency during web–mobile service transition: Dimensions and boundary conditions," International Journal of Information Management, Elsevier, vol. 34(4), pages 465-473.
    6. repec:dau:papers:123456789/2199 is not listed on IDEAS
    7. Moriuchi, Emi & Takahashi, Ikuo, 2022. "The role of perceived value, trust and engagement in the C2C online secondary marketplace," Journal of Business Research, Elsevier, vol. 148(C), pages 76-88.
    8. Manolis, Chris & Nygaard, Arne & Stillerud, Bård, 1997. "Uncertainty and vertical control: An international investigation," International Business Review, Elsevier, vol. 6(5), pages 501-518, October.
    9. 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.
    10. Liu, Aiping & Urquía-Grande, Elena & López-Sánchez, Pilar & Rodríguez-López, Ángel, 2024. "The role of gamification in customer citizenship behavior on China's microfinance platforms," Finance Research Letters, Elsevier, vol. 63(C).
    11. Liberali, Guilherme & Urban, Glen L. & Hauser, John R., 2013. "Competitive information, trust, brand consideration and sales: Two field experiments," International Journal of Research in Marketing, Elsevier, vol. 30(2), pages 101-113.
    12. Chia-Hsin Chiang & Helen Choy & Yan-Jie Yang & Shu-Ling Yeh, 2025. "Strategic alignment between supply chain partners and cost stickiness of suppliers," Review of Quantitative Finance and Accounting, Springer, vol. 64(2), pages 941-999, February.
    13. Tomás F. Espino-Rodríguez & Juan Carlos Ramírez-Fierro, 2019. "Dimensions of behavior and proactive improvement in hotel outsourcing relationships: the role of justice," Service Business, Springer;Pan-Pacific Business Association, vol. 13(3), pages 479-508, September.
    14. Miaomiao Yin & Asghar Afshar Jahanshahi, 2018. "Developing Knowledge-Based Resources: The Role of Entrepreneurs’ Social Network Size and Trust," Sustainability, MDPI, vol. 10(10), pages 1-15, September.
    15. Manika, Danae & Papagiannidis, Savvas & Bourlakis, Michael, 2017. "Understanding the effects of a social media service failure apology: A comparative study of customers vs. potential customers," International Journal of Information Management, Elsevier, vol. 37(3), pages 214-228.
    16. Leonidou, Leonidas C. & Palihawadana, Dayananda & Chari, Simos & Leonidou, Constantinos N., 2011. "Drivers and outcomes of importer adaptation in international buyer-seller relationships," Journal of World Business, Elsevier, vol. 46(4), pages 527-543, October.
    17. Laura Pascual‐Nebreda & Pablo Cabanelas‐Lorenzo & Alicia Blanco‐González, 2022. "Understanding dissatisfaction through evaluation theory," Managerial and Decision Economics, John Wiley & Sons, Ltd., vol. 43(7), pages 3116-3129, October.
    18. Zur, Andrew & Leckie, Civilai & Webster, Cynthia M., 2012. "Cognitive and affective trust between Australian exporters and their overseas buyers," Australasian marketing journal, Elsevier, vol. 20(1), pages 73-79.
    19. Bart S. Vanneste & Onesun Steve Yoo, 2020. "Performance of trust-based governance," Journal of Organization Design, Springer;Organizational Design Community, vol. 9(1), pages 1-28, December.
    20. Nguyen, Nguyen-Hong & Nguyen, Luan-Thanh, 2023. "The impact of online shopping motivation on customer loyalty in Mobile Applications," MPRA Paper 119657, University Library of Munich, Germany, revised 02 Jan 2024.
    21. Osman Durmaz, 2022. "Is brand experience a good mediator? An empirical study on ISP sector," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 11(1), pages 53-67, January.

    More about this item

    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General

    Statistics

    Access and download statistics

    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:ibn:masjnl:v:10:y:2016:i:6:p:126. 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: Canadian Center of Science and Education (email available below). General contact details of provider: https://edirc.repec.org/data/cepflch.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.