Understanding Customers' Satisfaction and Repurchase Intentions: An Integration of IS Success Model, Trust, and Justice

Purpose – The aim of this study is to extend DeLone and McLean's IS success model by introducing justice – fair treatments received from the exchanging party – and trust into a theoretical model for studying customers' repurchase intentions in the context of online shopping.Design/methodology/approach – The research model was tested with data from 219 of PCHome's online shopping customers using a web survey. PLS (partial least squares) was used to analyze the measurement and structural models.Findings – Data collected from 219 valid respondents provided support for all but one hypotheses (with a p‐value of less than 0.05). The unsupported hypothesis regards the relationship between service quality and satisfaction (H4). The study shows that trust, net benefits, and satisfaction are significant positive predictors of customers' repurchase intentions toward online shopping. Information quality, system quality, trust, and net benefits, are significant determinants of customer satisfaction. Besides, online tr...

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