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The Relationship Between Determinants of Shopping Sites and Customer E-Trust, Purchase Intention, Satisfaction, and Repurchase

Year 2021, Volume: 22 Issue: 2, 324 - 349, 08.11.2021

Serhat Ata , Abdülvahap Baydaş , Mehmet Emin Yaşar

https://doi.org/10.37880/cumuiibf.979417
Cited By: 3

Abstract

The online purchasing status of consumers can be affected by many factors. One of these factors is website determinants. For consumers, online shopping involves more uncertainties than physical shopping. Especially in the current period, even daily basic needs are made with online shopping, which makes this situation even more difficult for both e-commerce businesses and customers. The aim of this study is to reveal the mediating role of customer e-trust in the relationship between determinants of shopping website and online purchase intention, satisfaction, and repurchase intention of customers. In this research, questionnaire method was applied on 321 participants and findings shows that image, interface, security, and privacy sub-dimensions of web determinants effect positively and meaningful purchase intention, customer satisfaction, and repurchase of customers. Besides, it was found that e-trust has partial mediating role in this relationship.

Keywords

website Determiners purchase intention customer satisfcation repurchase E-Trust

References

  • Akroush, M. N., & Al-Debei, M. M. (2015). An İntegrated Model Of Factors Affecting Antecedents. Decision Support Systems, 44(2), 544-564.
  • Aydın, S., Derer, E. (2015), “E-Ticarette Güven Unsurunun Müşterilerin Satın Alma Davranışlarına Olan Etkisi: Süleyman Demirel Üniversitesi Öğrencileri Üzerine Bir Araştırma”, Süleyman Demirel Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, Sayı:21, S: 21, Isparta
  • Baron, R. M., & Kenny, D. A. (1986). The Moderator-Mediator Variable Distinction İn Social Psychological Research – Conceptual, Strategic, And Statistical Considerations. Journal Of Behavior, 45, 39-50.
  • Chen, M. Y., & Teng, C. I. (2013). A Comprehensive Model Of The Effects Of Online Store İmage On Purchase İntention İn An E-Commerce Environment. Electronic Commerce Research, 13(1), 1-23.
  • Consumer Attitudes Towards Online Shopping. Business Process Management Customers’ Retention Decisions İn Services. Journal Of Retailing And Consumer Behavior. European Journal Of Marketing, 47(3/4), 525-556.
  • Cyr, D., Head, M., Larios, H., & Pan, B. (2009). Exploring Human İmages İn Website Design: A Multi-Method Approach. MIS Quarterly, 539-566.
  • Çelik, Z., & Dülek, B. Mutluluk-Davranış Modeli: Tüketicilerin Mental İyi Oluş Hâlinin Online Fiili Satın Alma Davranışına Etkisi. Beykoz Akademi Dergisi, 8(1), 252-264.
  • Ginosar, A., & Ariel, Y. (2017). An Analytical Framework For Online Privacy Research:Haque, U. N., & Mazumder, R. (2020). A Study On The Relationship Between Customer Loyalty And Customer E-Trust İn Online Shopping. International Journal Of Online Marketing (IJOM), 10(2), 1-16.
  • Hausman, A. V. Ve Siekpe, J. S. (2009). The Effect Of Web İnterface Features On Consumer Online Purchase İntentions. Journal Of Business Research, 62(1), 5-13.
  • Hsiao, M. (2008). Shopping Mode Choice: Physical Store Shopping Versus Eshopping. Transportation Research, Part E, 45 (2009), 86-95.
  • Husain, T. (2019). Analisis Layanan Google Scholar Sebagai Bahan Referensi Terhadap Kepuasan Mahasiswa. Ultima Infosys: Jurnal Ilmu Sistem Informasi, 10(1), 69-75.
  • Islam, H., Jebarajakirthy, C., & Shankar, A. (2021). An Experimental Based İnvestigation İnto The Effects Of Website İnteractivity On Customer Behavior İn On-Line Purchase Context. Journal Of Strategic Marketing, 29(2), 117-140.
  • Journal Of Research İn Interactive Marketing, 11(4), 341-360.Journal, 21(6), 1353-1376.
  • Kim, D. J., Ferrin, D. L., & Rao, H. R. (2008). A E-Trust-Based Consumer Decision-Making Model İn Electronic Commerce: The Role Of E-Trust, Perceived Risk, And Their İn E-Commerce, Decision Support Systems. 44, (2), 544-564. Research Collection Lee Kong Chian School Of Business.
  • Kuo, H. M. (2006). Discussion Of The İnterfering Factors For İnternet Shopping. In Conference On Theories And Practices İn International Business, Chang Jung Christian University (P. 52).
  • Lal, M., & Katole, H. (2021). Website Personality: A Theoretical Study. Psychology And Education Journal, 58(2), 4041-4051.
  • Lee, Y. J., Yang, S., & Johnson, Z. (2017). Need For Touch And Two-Way Communication
  • Leonidou, L. C., Leonidou, C. N., & Kvasova, O. (2013). Cultural Drivers And E-Trust
  • Liu, C., Marchewka, J. T., & Ku, C. (2004). American And Taiwanese Perceptions Concerning Privacy, E-Trust, And Behavioral İntentions İn Electronic Commerce. Journal Of Global Information Management (JGIM), 12(1), 18-40.
  • Nguyen, N., & Leblanc, G. (2001). Corporate İmage And Corporate Reputation İn Outcomes Of Consumer Perceptions Of Organizational Unethical Marketing.
  • Patel, V., Das, K., Chatterjee, R., & Shukla, Y. (2020). Does The İnterface Quality Of Mobile Shopping Apps Affect Purchase İntention? An Empirical Study. Australasian Marketing Journal (AMJ), 28(4), 300-309.
  • Qalati, S. A., Vela, E. G., Li, W., Dakhan, S. A., Hong Thuy, T. T., & Merani, S. H. (2021). Effects Of Perceived Service Quality, Website Quality, And Reputation On Purchase İntention: The Mediating And Moderating Roles Of E-Trust And Perceived Risk İn Online Shopping. Cogent Business & Management, 8(1), 1869363.
  • Ratnasari, I., Siregar, S., & Maulana, A. (2021). How To Build Consumer E-Trust Towards E-Satisfaction İn E-Commerce Sites İn The Covid-19 Pandemic Time?. International Journal Of Data And Network Science, 5(2), 127-134.
  • Rehman, S. U., Bhatti, A., Mohamed, R., & Ayoup, H. (2019). The Moderating Role Of E-Trust And Commitment Between Consumer Purchase İntention And Online Shopping Behavior İn The Context Of Pakistan. Journal Of Global Entrepreneurship Research, 9(1), 1-25.
  • Rita, P., Oliveira, T., & Farisa, A. (2019). The İmpact Of E-Service Quality And Customer Satisfaction On Customer Behavior İn Online Shopping. Heliyon, 5(10), E02690.
  • Rust, R. T., & Zahorik, A. J. (1993). Customer Satisfaction, Customer Retention, And Market Share. Journal Of Retailing, 69(2), 193-215.
  • Seckler, M., Heinz, S., Forde, S., Tuch, A. N., & Opwis, K. (2015). E-Trust And Dise-Trust On The Web: User Experiences And Website Characteristics. Computers İn Human Behavior, 45, 39-50.
  • Shergill, G. S., & Chen, Z. (2005). Web-Based Shoppıng: Consumers'attıtudes Towards Online Shoppıng In New Zealand. Journal Of Electronic Commerce Research, 6(2), 78.
  • Shodiq, A. F., Hidayatullah, S., & Ardianto, Y. T. (2018). Influence Of Design, Information Quality And Customer Services Website On Customer Satisfaction. International Journal Of Scientific & Engineering Research, 9(12), 746-750.
  • Sönmezay, M. (2019). E-Ticarette Tüketici Güvenini Etkileyen Faktörler Ve Tüketicilerin Online Satın Alma Niyeti Üzerinde Güvenin Etkisi: Tüketiciler Üzerinde Bir Araştırma (Master's Thesis, Bursa Uludağ Üniversitesi).
  • Suhaily, L., & Soelasih, Y. (2017). What Effects Repurchase İntention Of Online Shopping. International Business Research, 10(12), 113-122.
  • The Web: User Experiences And Website Characteristics. Computers İn Human Wainer, H., & Thissen, D. (1996). How İs Reliability Related To The Quality Of Test Scores? What İs The Effect Of Local Dependence On Reliability?. Educational Measurement: Issues And Practice, 15(1), 22-29.
  • What İs Missing?. Information & Management, 54(7), 948-957.

Alışveriş Siteleri Belirleyicileriyle Tüketici Güveni, Çevrimiçi Satın Alma Niyeti, Tatmin ve Yeniden Satın Alma İlişkisi

Year 2021, Volume: 22 Issue: 2, 324 - 349, 08.11.2021

Serhat Ata , Abdülvahap Baydaş , Mehmet Emin Yaşar

https://doi.org/10.37880/cumuiibf.979417
Cited By: 3

Abstract

The online purchasing status of consumers can be affected by many factors. One of these factors is website determinants. For consumers, online shopping involves more uncertainties than physical shopping. Especially in the current period, even daily basic needs are made with online shopping, which makes this situation even more difficult for both e-commerce businesses and customers. The aim of this study is to reveal the mediating role of customer e-trust in the relationship between determinants of shopping website and online purchase intention, satisfaction, and repurchase intention of customers. In this research, questionnaire method was applied on 321 participants and findings shows that image, interface, security, and privacy sub-dimensions of web determinants effect positively and meaningful purchase intention, customer satisfaction, and repurchase of customers. Besides, it was found that e-trust has partial mediating role in this relationship.

Keywords

Website Determiners, Purchase Intention Customer Satisfcation E-Trust

References

  • Akroush, M. N., & Al-Debei, M. M. (2015). An İntegrated Model Of Factors Affecting Antecedents. Decision Support Systems, 44(2), 544-564.
  • Aydın, S., Derer, E. (2015), “E-Ticarette Güven Unsurunun Müşterilerin Satın Alma Davranışlarına Olan Etkisi: Süleyman Demirel Üniversitesi Öğrencileri Üzerine Bir Araştırma”, Süleyman Demirel Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, Sayı:21, S: 21, Isparta
  • Baron, R. M., & Kenny, D. A. (1986). The Moderator-Mediator Variable Distinction İn Social Psychological Research – Conceptual, Strategic, And Statistical Considerations. Journal Of Behavior, 45, 39-50.
  • Chen, M. Y., & Teng, C. I. (2013). A Comprehensive Model Of The Effects Of Online Store İmage On Purchase İntention İn An E-Commerce Environment. Electronic Commerce Research, 13(1), 1-23.
  • Consumer Attitudes Towards Online Shopping. Business Process Management Customers’ Retention Decisions İn Services. Journal Of Retailing And Consumer Behavior. European Journal Of Marketing, 47(3/4), 525-556.
  • Cyr, D., Head, M., Larios, H., & Pan, B. (2009). Exploring Human İmages İn Website Design: A Multi-Method Approach. MIS Quarterly, 539-566.
  • Çelik, Z., & Dülek, B. Mutluluk-Davranış Modeli: Tüketicilerin Mental İyi Oluş Hâlinin Online Fiili Satın Alma Davranışına Etkisi. Beykoz Akademi Dergisi, 8(1), 252-264.
  • Ginosar, A., & Ariel, Y. (2017). An Analytical Framework For Online Privacy Research:Haque, U. N., & Mazumder, R. (2020). A Study On The Relationship Between Customer Loyalty And Customer E-Trust İn Online Shopping. International Journal Of Online Marketing (IJOM), 10(2), 1-16.
  • Hausman, A. V. Ve Siekpe, J. S. (2009). The Effect Of Web İnterface Features On Consumer Online Purchase İntentions. Journal Of Business Research, 62(1), 5-13.
  • Hsiao, M. (2008). Shopping Mode Choice: Physical Store Shopping Versus Eshopping. Transportation Research, Part E, 45 (2009), 86-95.
  • Husain, T. (2019). Analisis Layanan Google Scholar Sebagai Bahan Referensi Terhadap Kepuasan Mahasiswa. Ultima Infosys: Jurnal Ilmu Sistem Informasi, 10(1), 69-75.
  • Islam, H., Jebarajakirthy, C., & Shankar, A. (2021). An Experimental Based İnvestigation İnto The Effects Of Website İnteractivity On Customer Behavior İn On-Line Purchase Context. Journal Of Strategic Marketing, 29(2), 117-140.
  • Journal Of Research İn Interactive Marketing, 11(4), 341-360.Journal, 21(6), 1353-1376.
  • Kim, D. J., Ferrin, D. L., & Rao, H. R. (2008). A E-Trust-Based Consumer Decision-Making Model İn Electronic Commerce: The Role Of E-Trust, Perceived Risk, And Their İn E-Commerce, Decision Support Systems. 44, (2), 544-564. Research Collection Lee Kong Chian School Of Business.
  • Kuo, H. M. (2006). Discussion Of The İnterfering Factors For İnternet Shopping. In Conference On Theories And Practices İn International Business, Chang Jung Christian University (P. 52).
  • Lal, M., & Katole, H. (2021). Website Personality: A Theoretical Study. Psychology And Education Journal, 58(2), 4041-4051.
  • Lee, Y. J., Yang, S., & Johnson, Z. (2017). Need For Touch And Two-Way Communication
  • Leonidou, L. C., Leonidou, C. N., & Kvasova, O. (2013). Cultural Drivers And E-Trust
  • Liu, C., Marchewka, J. T., & Ku, C. (2004). American And Taiwanese Perceptions Concerning Privacy, E-Trust, And Behavioral İntentions İn Electronic Commerce. Journal Of Global Information Management (JGIM), 12(1), 18-40.
  • Nguyen, N., & Leblanc, G. (2001). Corporate İmage And Corporate Reputation İn Outcomes Of Consumer Perceptions Of Organizational Unethical Marketing.
  • Patel, V., Das, K., Chatterjee, R., & Shukla, Y. (2020). Does The İnterface Quality Of Mobile Shopping Apps Affect Purchase İntention? An Empirical Study. Australasian Marketing Journal (AMJ), 28(4), 300-309.
  • Qalati, S. A., Vela, E. G., Li, W., Dakhan, S. A., Hong Thuy, T. T., & Merani, S. H. (2021). Effects Of Perceived Service Quality, Website Quality, And Reputation On Purchase İntention: The Mediating And Moderating Roles Of E-Trust And Perceived Risk İn Online Shopping. Cogent Business & Management, 8(1), 1869363.
  • Ratnasari, I., Siregar, S., & Maulana, A. (2021). How To Build Consumer E-Trust Towards E-Satisfaction İn E-Commerce Sites İn The Covid-19 Pandemic Time?. International Journal Of Data And Network Science, 5(2), 127-134.
  • Rehman, S. U., Bhatti, A., Mohamed, R., & Ayoup, H. (2019). The Moderating Role Of E-Trust And Commitment Between Consumer Purchase İntention And Online Shopping Behavior İn The Context Of Pakistan. Journal Of Global Entrepreneurship Research, 9(1), 1-25.
  • Rita, P., Oliveira, T., & Farisa, A. (2019). The İmpact Of E-Service Quality And Customer Satisfaction On Customer Behavior İn Online Shopping. Heliyon, 5(10), E02690.
  • Rust, R. T., & Zahorik, A. J. (1993). Customer Satisfaction, Customer Retention, And Market Share. Journal Of Retailing, 69(2), 193-215.
  • Seckler, M., Heinz, S., Forde, S., Tuch, A. N., & Opwis, K. (2015). E-Trust And Dise-Trust On The Web: User Experiences And Website Characteristics. Computers İn Human Behavior, 45, 39-50.
  • Shergill, G. S., & Chen, Z. (2005). Web-Based Shoppıng: Consumers'attıtudes Towards Online Shoppıng In New Zealand. Journal Of Electronic Commerce Research, 6(2), 78.
  • Shodiq, A. F., Hidayatullah, S., & Ardianto, Y. T. (2018). Influence Of Design, Information Quality And Customer Services Website On Customer Satisfaction. International Journal Of Scientific & Engineering Research, 9(12), 746-750.
  • Sönmezay, M. (2019). E-Ticarette Tüketici Güvenini Etkileyen Faktörler Ve Tüketicilerin Online Satın Alma Niyeti Üzerinde Güvenin Etkisi: Tüketiciler Üzerinde Bir Araştırma (Master's Thesis, Bursa Uludağ Üniversitesi).
  • Suhaily, L., & Soelasih, Y. (2017). What Effects Repurchase İntention Of Online Shopping. International Business Research, 10(12), 113-122.
  • The Web: User Experiences And Website Characteristics. Computers İn Human Wainer, H., & Thissen, D. (1996). How İs Reliability Related To The Quality Of Test Scores? What İs The Effect Of Local Dependence On Reliability?. Educational Measurement: Issues And Practice, 15(1), 22-29.
  • What İs Missing?. Information & Management, 54(7), 948-957.
There are 33 citations in total.

Details

Primary Language English
Subjects Business Administration
Journal Section Makaleler
Authors

Serhat Ata 0000-0002-5423-5118

Abdülvahap Baydaş

Mehmet Emin Yaşar 0000-0001-8137-2946

Publication Date November 8, 2021
Submission Date August 5, 2021
Published in Issue Year 2021Volume: 22 Issue: 2

Cite

APA Ata, S., Baydaş, A., & Yaşar, M. E. (2021). The Relationship Between Determinants of Shopping Sites and Customer E-Trust, Purchase Intention, Satisfaction, and Repurchase. Cumhuriyet Üniversitesi İktisadi Ve İdari Bilimler Dergisi, 22(2), 324-349. https://doi.org/10.37880/cumuiibf.979417

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