Investigating Influence of Trust on Repurchasing by Mediating Role of Customer Satisfaction in Online Stores

Abolfazl Akhondi and Azar Kafashpor

Modern Applied Science, 2016, vol. 10, issue 6, 126

Abstract: Analyzing and investigating factors affecting trust and satisfaction creation and providing condition for creating these factors by online stores help them to perceive customers’ needs and lead to increasing loyalty level, intention for repurchasing and improving profitability level. Therefore, this paper investigates influence of trust on repurchasing by mediating role of customer satisfaction. Population of this paper were customers of online stores which have 2-star electronic trust symbol on the base of E-trade development center (Note 1) ranking and had shopping more than once. Data were gathered from 267 samples of customers by availability method and questionnaire tool and its reliability was confirmed by Cronbach's alpha with 82%. Considering analyzing data by SEM on LIZERAL software, findings show that trust has positive and significant influence on repurchasing and indirect influence of trust on repurchasing by mediating role of customers satisfaction is more than its direct influence which confirms mediating role of customers’ satisfaction.

Date: 2016
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Persistent link: https://EconPapers.repec.org/RePEc:ibn:masjnl:v:10:y:2016:i:6:p:126

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