Impact of EWOM, website quality, and product satisfaction on customer satisfaction and repurchase intention: moderating role of shipping and handling

Abhishek Tandon, Aakash Aakash () and Anu G. Aggarwal
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Abhishek Tandon: University of Delhi
Aakash Aakash: University of Delhi
Anu G. Aggarwal: University of Delhi

International Journal of System Assurance Engineering and Management, 2020, vol. 11, issue 2, No 23, 349-356

Abstract: Abstract The notion of website quality (WQ) and EWOM communications has received considerable attention in both online businesses and research communities. But, product satisfaction (PS) and shipping and handling (S&H) not yet adequately investigated in the existing studies related to e-shopping. By integrating WQ, EWOM, and PS, we have developed a path model for analyzing their effect on satisfaction (ECS) and repurchase intention (RI) of electronic commerce customer. Later on, we analyze the moderating role played by S&H with EWOM and WQ on ECS. The findings indicate that EWOM, WQ, and PS are positively associated with ECS as well as RI. We further noted that e-tailers need to be aware about the options related to S&H at their website rather than blindly rely on WQ and information quality of EWOM. This study helps the marketers to understand the key role played by WQ and EWOM along with S&H in ECS levels.

Keywords: Product satisfaction; Shipping and handling; Electronic commerce; Repurchase intention; Online reviews; Customer satisfaction (search for similar items in EconPapers)
Date: 2020
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Citations: View citations in EconPapers (9)

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DOI: 10.1007/s13198-020-00954-3

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