Título: | THE EFFECTS OF TRUST, SATISFACTION AND ANTECEDENTES ON ONLINE REPURCHASE INTENTION | ||||||||||||
Autor: |
LUIZ EDUARDO COURI BOUERI |
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Colaborador(es): |
JORGE BRANTES FERREIRA - Orientador |
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Catalogação: | 22/NOV/2016 | Língua(s): | PORTUGUESE - BRAZIL |
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Tipo: | TEXT | Subtipo: | THESIS | ||||||||||
Notas: |
[pt] Todos os dados constantes dos documentos são de inteira responsabilidade de seus autores. Os dados utilizados nas descrições dos documentos estão em conformidade com os sistemas da administração da PUC-Rio. [en] All data contained in the documents are the sole responsibility of the authors. The data used in the descriptions of the documents are in conformity with the systems of the administration of PUC-Rio. |
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Referência(s): |
[pt] https://www.maxwell.vrac.puc-rio.br/projetosEspeciais/ETDs/consultas/conteudo.php?strSecao=resultado&nrSeq=28077&idi=1 [en] https://www.maxwell.vrac.puc-rio.br/projetosEspeciais/ETDs/consultas/conteudo.php?strSecao=resultado&nrSeq=28077&idi=2 |
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DOI: | https://doi.org/10.17771/PUCRio.acad.28077 | ||||||||||||
Resumo: | |||||||||||||
With online retail growing rapidly around the world, knowing how to retain
customers by getting them to make repeat purchases on the same website has
become a constant concern for online sellers (JOHNSON et al. 2008). However,
compared to the physical retail, improving online loyalty in order to increase the
level of repurchase intention is more difficult because of the challenges associated
with electronic commerce, such as the ease of comparing prices between
competitors, low switching costs and the uncertainty surrounding the online
environment (CHIU et al. 2009). This study aims to analyze the effects of
satisfaction, trust and antecedents on online repurchase intention. From the theory
we formulated hypotheses of Satisfaction, trust and antecedents regarding the
intention to repurchase online. The hypotheses were tested by means of a survey
which resulted in a sample of 250 subjects whose only requirement was to have
already made purchases online. The collected data were analyzed via structural
equation modeling with the verification of significant effects on several of the
hypotheses of the study, especially satisfaction, which proved to be particularly
relevant indicating affect consumer behavior in relation to the online repurchase
intention. The relationship of trust online with the online repurchase intention was
not confirmed in this study, being different from those findings obtained by Chiu
et al. (2009). One possible reason for this unexpected result may have been a
problem with the scale used, even with the scale having performed reliably and
construct validity has been verified.
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