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首页> 外文期刊>Journal of retailing and consumer services >Effects of online retailer after delivery services on repurchase intention: An empirical analysis of customers' past experience and future confidence with the retailer
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Effects of online retailer after delivery services on repurchase intention: An empirical analysis of customers' past experience and future confidence with the retailer

机译:在线零售商交付服务后的效果回购意图:对客户过去经验与零售商的未来信心的实证分析

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摘要

This study empirically examines the influence of after delivery services on customer perception of satisfaction, trust, and repurchase intention. Data from 262 survey respondents, analyzed through structural equation modeling, indicate three critical after service factors related to customer satisfaction: product exchange, returns, and refunds. Analyses also indicate significant mediating effects of customer satisfaction and trust with after delivery services upon repurchase intention. Results reveal that customer satisfaction with services also mediate the relationship between after delivery services and consumers' trust in the retailer. The findings suggest implications for management and future research directions.
机译:本研究经验检查了送货服务后对客户对满足,信任和回购意图的影响的影响。通过结构方程建模分析的262次调查受访者的数据表明了与客户满意度相关的服务因素的三个关键:产品交换,退货和退款。分析还表明,在回购意图时,客户满意度和信任的重要效果。结果表明,客户满意度与服务也在零售商处交付服务和消费者信任之间的关系。调查结果表明对管理层和未来的研究方向的影响。

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