International Business Management

Year: 2017
Volume: 11
Issue: 12
Page No. 2119 - 2129

Customer Satisfaction and Repurchase Intention in Online Social Network (OSN) Shopping Experience

Authors : Fadilah Siali, Mahani Mohammad Abdu Shakur and Shahid Rasool

Abstract: Online shopping is one of the common and popular e-Commerce activities, since, it can be completed with just a few clicks and the success online shopping depends on customer’s purchase continuance. The purpose of this study is to examine the relationships between the customer expectation and perceived performance with the customer satisfaction and repurchase in online social network shopping experience by adapted Expectation Confirmation Theory (ECT) Model. A survey approach, using self-administered questionnaire were distributed to 335 respondents in various popular spots in Malaysia capital city, Kuala Lumpur to collect the primary data. The data was analyzed using structural equation modelling to determine the consumer’s satisfaction and re-purchase intention in online shopping through the use of online social network. The result reveals that confirmation is the strongest determinant of online shopping repurchase intention. Perceived performance, expectation and satisfaction were also found to significantly affect the online shopping experience and customer’s purchase continuance.

How to cite this article:

Fadilah Siali, Mahani Mohammad Abdu Shakur and Shahid Rasool, 2017. Customer Satisfaction and Repurchase Intention in Online Social Network (OSN) Shopping Experience. International Business Management, 11: 2119-2129.

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