Social commerce: Factors affecting customer repurchase and word-of-mouth intentions

Nina Meilatinova

International Journal of Information Management, 2021, vol. 57, issue C

Abstract: Social commerce refers to an extension of e-commerce sites, integrated with social media and Web 2.0 technology to encourage online purchases and interactions with customers before, during, and after the purchase. As the country with the largest e-commerce market in Southeast Asia and many active social media users, Indonesia has many opportunities to implement successful social commerce. Since customers are the primary focus in social commerce, repurchase and word-of-mouth (WOM) intentions have been considered as significant behavioural intentions after a customer completes a purchase. Thus, this study aims to identify factors that affect customers’ repurchase and WOM intentions. A total of 421 sets of survey data were gathered from social commerce customers in Indonesia and analysed using the partial least squares approach. The results indicate that repurchase and WOM intentions are positively affected by trust and satisfaction, where both trust and satisfaction are positively affected by reputation and information quality. The results provide theoretical and practical implications for future social commerce research and practical implications for social commerce firms.

Keywords: WOM intention; Trust; Satisfaction; Reputation; Information quality (search for similar items in EconPapers)
Date: 2021
References: Add references at CitEc
Citations: View citations in EconPapers (14)

Downloads: (external link)
http://www.sciencedirect.com/science/article/pii/S0268401220314997
Full text for ScienceDirect subscribers only

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:eee:ininma:v:57:y:2021:i:c:s0268401220314997

DOI: 10.1016/j.ijinfomgt.2020.102300

Access Statistics for this article

International Journal of Information Management is currently edited by Yogesh K. Dwivedi

More articles in International Journal of Information Management from Elsevier
Bibliographic data for series maintained by Catherine Liu ().