An Analysis and Empirical Study of the Impact of Customer Relationship Quality on Repurchase Intention in Online Shopping Context

Mi-yuan Shan, Yue-hong Luo () and Ren-long Zhang
Additional contact information
Mi-yuan Shan: Hunan University
Yue-hong Luo: Hunan University
Ren-long Zhang: Hunan University

Chapter Chapter 84 in The 19th International Conference on Industrial Engineering and Engineering Management, 2013, pp 885-892 from Springer

Abstract: Abstract Customer relationship quality is an important factor to affect customers’ future continuous interaction with enterprises. The study analyzes the mechanism of the impact of customer relationship quality on repurchase intention from a new perspective, and develops a theory framework by taking post-purchase perceived risk as a mediating variable. Meanwhile, it collects data from the perspective of online customers, and has an empirical test of underlying assumptions. The empirical results indicate, customer satisfaction and trust both have an indirect positive effect on repurchase intention by taking post-purchase perceived risk, mainly economic, functional, service and psychological risk, as a medium. Findings of the study show the evaluation and mechanism of post-purchase perceived risk, and enhance our understanding of the inner drive mechanism between customer relationship quality and repurchase intention in online shopping context. The study also provides a guideline for online sellers to enhance customers’ repurchase intention.

Keywords: Customer relationship quality; Customer satisfaction; Trust; Post-purchase perceived risk; Repurchase intention (search for similar items in EconPapers)
Date: 2013
References: Add references at CitEc
Citations: View citations in EconPapers (1)

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

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:spr:sprchp:978-3-642-37270-4_84

Ordering information: This item can be ordered from
http://www.springer.com/9783642372704

DOI: 10.1007/978-3-642-37270-4_84

Access Statistics for this chapter

More chapters in Springer Books from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().