Antecedents of online shoppers’ repurchase intention

• Main Authors: CHUNG,PO-YU, 鍾博宇
• Other Authors: WU,CHIN-SHAN
• Format: Others
• Language: zh-TW
• Published: 2017
• Online Access: http://ndltd.ncl.edu.tw/handle/r73uy6

碩士 === 東海大學 === 資訊管理學系 === 105 === People shopping on the Internet are common because the Internet is popular and doesn’t has time and regional restrictions.Consumers can check their favorite goods anytime so the enterprise that only have physical store are also began to set up online store.As in the physical store shopping will encounter the service failure,online store will happen the service failure.When an error occurs, enterprise’s recovery measures can affect consumer’s satisfaction and repurchase intention to buy this brand of products that has a very important business relationship between enterprise and consumers. The study explores the expectations of consumers for brand or merchandise before shopping on the Internet and the expectation of enterprise’s recovery measures after service failure that affects customer’s satisfaction and repurchase intention. The main findings of the study include: (1) Service performance and service performance expectations will significantly affect the service expectations disconfirmation. (2) There is a positive relationship between service performance and service recovery. (3) Service expectations disconfirmation will significantly positively affect recovery expectations. (4) Recovery expectations and corporate service recovery measures will positively affect remedial expectations disconfirmation. (5) Recovery expectations disconfirmation will have a significantly affect satisfaction after recovery.. (6) Perceived fairness will have a significant positive impact on satisfaction after recovery. (7) Satisfaction after recovery will significantly affect the re-purchase intention.