“I just like this e-Retailerâ€: Understanding online consumers repurchase intention from relationship quality perspective

Samuel Antwi

Journal of Retailing and Consumer Services, 2021, vol. 61, issue C

Abstract: In an increasingly competitive market, retaining customers is essential for both e-retailers and online shopping platforms. This study focuses on relationship quality as it pertains to repurchase intentions in Ghana. The mediating role of price level is addressed. The results show that customer trust, customer commitment, and customer satisfaction affect price level. Customer trust and satisfaction affect repurchase intention, but customer commitment does not affect repurchase intention. Also, price level mediates the relationship between relationship quality and repurchase intention. Implications of these findings are discussed.

Keywords: Customer trust; Customer commitment; Customer satisfaction; Price level; Repurchase intention; Ghana (search for similar items in EconPapers)
Date: 2021
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Citations: View citations in EconPapers (2)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:61:y:2021:i:c:s096969892100134x

DOI: 10.1016/j.jretconser.2021.102568

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