The Impact of E-Exchange Development on Customers’ E-Loyalty and Repurchase Intention

Document Type : Research Paper

Authors

1 Assistant Professor, Department of Management, Faculty of Administrative Sciences and Economics, University of Isfahan, Isfahan, Iran

2 MSc in Business Management, Faculty of Administrative Sciences and Economics, University of Isfahan, Isfahan, Iran

Abstract

In the new age, a plethora of products and services can be acquired online. In In the modern era, a plethora of products and services can be acquired online. In this context, customers’ decisions as how to buy are affected by several different factors. Following a purchase, the company must take appropriate measures to improve customers’ loyalty so that their repurchase intention can be enhanced. The objective of this paper is to investigate the impact of electronic service quality and electronic improvement on customers’ loyalty and repurchase intentions in the context of online shopping. The statistical population of the research includes the customers of several selected online stores in Iran with a random sample drawn from the population. The results of the research indicate that information security and website performance affect electronic service quality while accountability, compensation, and communication influence electronic improvement. Furthermore, electronic service quality and electronic improvement, in turn, affect customers’ loyalty and online repurchase intention. Finally, electronic loyalty is found to have a significant impact on online repurchase intention.

Keywords

References

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Journal of Business Administration Researches
Volume 10, Issue 20
February 2019
Pages 71-90

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