Repurchase behavior in B2C ecommerce - A relationship quality perspective

Yixiang Zhang*, Yulin Fang, Kwok Kee Wei, Elaine Ramsey, Patrick McCole, Huaping Chen

*Corresponding author for this work

Research output: Contribution to conferencePaper

1 Citation (Scopus)

Abstract

Information systems research continues to pay increasing attention to online customer retention. Drawing on the relationship marketing literature, this study formulates and tests a theoretical model to explain B2C ecommerce consumer repurchase intention from the perspective of relationship quality. The model was empirically tested through a large-scale survey conducted in Northern Ireland. The results show that relationship quality impacts consumer repurchase intention positively. Meanwhile, relationship quality is positively influenced by vendor expertise on order fulfillment, vendor reputation, and website usability. Vendor opportunistic behavior influences relationship quality negatively. Implications for future research and practice are also discussed.

Original languageEnglish
Publication statusPublished - 01 Dec 2008
Event12th Pacific Asia Conference on Information Systems: Leveraging ICT for Resilient Organizations and Sustainable Growth in the Asia Pacific Region, PACIS 2008 - Suzhou, China
Duration: 03 Jul 200807 Jul 2008

Conference

Conference12th Pacific Asia Conference on Information Systems: Leveraging ICT for Resilient Organizations and Sustainable Growth in the Asia Pacific Region, PACIS 2008
CountryChina
CitySuzhou
Period03/07/200807/07/2008

Keywords

  • Relationship quality
  • Repurchase intention

ASJC Scopus subject areas

  • Information Systems

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