From e-quality and brand perceptions to repurchase: A model to explain purchase behaviour in a web-store

Abstract

This study proposes an explanatory model of repurchase behaviour in web-stores introducing certain relationships not taken into consideration before. However, some established relationships are taken from the literature, such as that between web-store quality, satisfaction and trust. A detailed exploration of measurements was performed to design a structured questionnaire. With a sample of n=500 web-store buyers, a structural statistic model was developed to confirm the hypotheses that support the model. A high degree of determination for behavioural intentions was found, and a moderate one for repurchase. Contrasting with previous research, this model proposes product brand perception and store brand perception as predictors of trust and intentions in a web-store. As the final dependent variable, a multi-item measurement for repurchase is proposed, tested and discussed; this has not been attempted before for this kind of model.