The Impact of E-Commerce Service Quality on Repurchase Intention

Abstract

In the last decade, there has been a significant increase in the number of companies joining e-commerce platforms because more and more people shop online worldwide. This phenomenon has given the competition a more international flavor. Many companies sell products of the same price and quality. Therefore, customers have different expectations when they purchase products and services. The most important expectation is service quality and trust. Millions of consumers shop for their daily needs online and expect the goods to be delivered timely and safely onto their doorsteps, making logistics service quality more critical than ever. Therefore, companies interested in increasing their sales volume should pay attention to service quality. This study investigated the effect of e-commerce service quality (information quality, courier services, and privacy and security) on online shoppers’ trust and repurchase intention. The sample consisted of 612 e-commerce users. Data were collected using a survey. The data were analyzed using a structural equation model. The results showed that information quality, courier services, and privacy and security positively affected customer trust. The results also showed that courier services, customer trust, and privacy and security positively affected repurchase intention.