Factors Effecting Customer Satisfaction To Repurchase Intention In E-Store

Jong, Sin Yen (2017) Factors Effecting Customer Satisfaction To Repurchase Intention In E-Store. [Final Year Project Report] (Unpublished)

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Abstract

Online stores are increasing rapidly in Malaysia due to the increasing of online shoppers. Internet is the main tool to make online purchases. Customer satisfaction influences the loyalty of customer to repurchase online. This study investigated the factors that affect customer satisfaction to repurchase intention in e-store. The relationship of the factors which are security, information quality, price and service quality between customer satisfaction to repurchase intention were determined. A total of 400 sets questionnaires were distributed to youths in Kuching area. Research methods that used in this study are factor analysis, person correlation and regression analysis. The result showed that all of the factors had significant positive relationship and customer service is the most influential factor. This study emphasize the importance of customer satisfaction can help to increase customer repurchase intention to become loyalty customer. Several implications were provided in this research in order to give useful information for future researchers and online retailers. Some limitations and recommendations were presented at the end of this study.

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