ONLINE CUSTOMERS SATISFACTION ON REPURCHASE INTENTION: ROLE OF MOBILE SHOPPING PERCEIVED CUSTOMER

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This paper aims to obtain an accurate understanding of consumer acceptance behavior about m-shopping based on the factors that have been explored in the literature, and as determinant of satisfaction and repurchase intention. This paper selected 200 m-shopping customers in Indonesia and examines the regression relationship between the dimension of perceived m-shopping customer and online customer satisfaction and repurchase intention. The findings showed that all perceived m-shopping components (ease of use, usefulness, enjoyment, and value) determine online customer satisfaction and further lead to repurchase intention. By examining diverse literature about perceived m-shopping, online satisfaction, and repurchase intention, this paper offers a unique analysis of the Technological Acceptance Model (TAM) theory and provides marketers with a greater appreciation for consumer attitudes and behavior.

Nama Prosiding : The 14th International Conference on Complex, Intelligent, and Software Intensive System (CISIS-2020)
ISSN : 2194-5365
Tahun : 2020
Peneliti : Hendar,, Ken Sudarti,, Happy Rhemananda
Diunggah tanggal : Rabu, 2020-06-17