Effects of online retailer after delivery services on repurchase intention: An empirical analysis of customersâ€™ past experience and future confidence with the retailer
Muhammad Kashif Javed and
Journal of Retailing and Consumer Services, 2020, vol. 54, issue C
This study empirically examines the influence of after delivery services on customer perception of satisfaction, trust, and repurchase intention. Data from 262 survey respondents, analyzed through structural equation modeling, indicate three critical after service factors related to customer satisfaction: product exchange, returns, and refunds. Analyses also indicate significant mediating effects of customer satisfaction and trust with after delivery services upon repurchase intention. Results reveal that customer satisfaction with services also mediate the relationship between after delivery services and consumersâ€™ trust in the retailer. The findings suggest implications for management and future research directions.
Keywords: After delivery services; Satisfaction with services; Trust in retailer; Repurchase intention (search for similar items in EconPapers)
References: View references in EconPapers View complete reference list from CitEc
Citations: Track citations by RSS feed
Downloads: (external link)
Full text for ScienceDirect subscribers only
This item may be available elsewhere in EconPapers: Search for items with the same title.
Export reference: BibTeX
RIS (EndNote, ProCite, RefMan)
Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:54:y:2020:i:c:s0969698919300402
Access Statistics for this article
Journal of Retailing and Consumer Services is currently edited by Harry Timmermans
More articles in Journal of Retailing and Consumer Services from Elsevier
Bibliographic data for series maintained by Haili He ().