Online customers satisfaction on repurchase intention: role of mobile shopping perceived customer

Abstract

This paper aims to obtain an accurate understanding of consumer acceptance behavior about m-shopping based on the factors that have been explored in the literature, and as determinant of satisfaction and repurchase intention. This paper selected 200 m-shopping customers in Indonesia and examines the regression relationship between the dimension of perceived m-shopping customer and online customer satisfaction and repurchase intention. The findings showed that all perceived m-shopping components (ease of use, usefulness, enjoyment, and value) determine online customer satisfaction and further lead to repurchase intention. By examining diverse literature about perceived m-shopping, online satisfaction, and repurchase intention, this paper offers a unique analysis of the Technological Acceptance Model (TAM) theory and provides marketers with a greater appreciation for consumer attitudes and behavior.