Impact of EWOM, website quality, and product satisfaction on customer satisfaction and repurchase intention: moderating role of shipping and handling

摘要

The notion of website quality (WQ) and EWOM communications has received considerable attention in both online businesses and research communities. But, product satisfaction (PS) and shipping and handling (S&H) not yet adequately investigated in the existing studies related to e-shopping. By integrating WQ, EWOM, and PS, we have developed a path model for analyzing their effect on satisfaction (ECS) and repurchase intention (RI) of electronic commerce customer. Later on, we analyze the moderating role played by S&H with EWOM and WQ on ECS. The findings indicate that EWOM, WQ, and PS are positively associated with ECS as well as RI. We further noted that e-tailers need to be aware about the options related to S&H at their website rather than blindly rely on WQ and information quality of EWOM. This study helps the marketers to understand the key role played by WQ and EWOM along with S&H in ECS levels.