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ETDs @PUC-Rio
Estatística
Título: THE EFFECTS OF TRUST, SATISFACTION AND ANTECEDENTES ON ONLINE REPURCHASE INTENTION
Autor: LUIZ EDUARDO COURI BOUERI
Colaborador(es): JORGE BRANTES FERREIRA - Orientador
Catalogação: 22/NOV/2016 Língua(s): PORTUGUESE - BRAZIL
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.
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
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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