Repurchase Intention: The Effect of Service Quality, System Quality, Information Quality, and Customer Satisfaction as Mediating Role: A PLS Approach of M-Commerce Ride Hailing Service in Vietnam

Abstract

This study employs DeLone and McLean's information system success model to measure the effect of service quality, system quality, information quality on repurchase intention of the smartphone-based ride hailing service in Vietnam. Data were gathered by surveying 427 customers using Grab and Uber services. PLS was employed to analyze the measurement and structural model. The statistical results supported all five proposed hypotheses. The study confirmed that electronic service quality of information system were significant predictors of overall perceived service quality. Additionally, this study reported a significant positive effect of perceived service quality and customer satisfaction on repurchase intention. The study also confirmed the relationships of the three variables representing the electronic service quality on the overall service quality, which directly effects customer satisfaction, considering a more comprehensive model for service in m-commerce context. This paper extends the knowledge on the service factors and customer satisfaction of repurchase intention.