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Repurchase Intention among Mobile Shoppers with Mediating Effect of Satisfaction on Mobile Shopping

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  • Nur Ain Mohd Paiz
  • Mass Hareeza Ali
  • Abdul Rashid Abdullah
  • Zuraina Dato Mansor

Abstract

Good continuation of mobile shoppers’ intention could ensure sustainability in mobile shopping, thus the study of consumer behavior including service quality, perceived value, trust and satisfaction is essential in order to understand their needs. The question is whether the mobile shopping in Malaysia has provided sufficient mobile websites or apps facilities to gain the repurchase intention of mobile shoppers. However, there are several issues arise such as bad reviews or comments, lack of communication and fake online sellers that may affect mobile shoppers’ behaviour. This research aims to examine the relationship between service quality (SQ), perceived value (PV) and trust (TR) mediated by mobile shoppers’ satisfaction (CS) with repurchase intention (RI). 427 usable questionnaires were collected from the mobile shoppers around Kuala Lumpur and Selangor. The data was analyzed using SPSS and Structural Equation Modelling in SmartPLS. The results suggested that there is a significant relationship between SQ, PV and TR on CS. Besides, CS mediates the relationship between SQ, PV and TR with RI. The research has extended the body of knowledge in mobile shopping studies. The findings contribute valuable theoretical and managerial implications that can enhance mobile shopping services.

Suggested Citation

  • Nur Ain Mohd Paiz & Mass Hareeza Ali & Abdul Rashid Abdullah & Zuraina Dato Mansor, 2023. "Repurchase Intention among Mobile Shoppers with Mediating Effect of Satisfaction on Mobile Shopping," International Journal of Business and Management, Canadian Center of Science and Education, vol. 16(7), pages 1-1, February.
    • Handle: RePEc:ibn:ijbmjn:v:16:y:2023:i:7:p:1
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    References listed on IDEAS

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    1. Carlson, Jamie & O’Cass, Aron & Ahrholdt, Dennis, 2015. "Assessing customers’ perceived value of the online channel of multichannel retailers: A two country examination," Journal of Retailing and Consumer Services, Elsevier, vol. 27(C), pages 90-102.
    2. Blut, Markus, 2016. "E-Service Quality: Development of a Hierarchical Model," Journal of Retailing, Elsevier, vol. 92(4), pages 500-517.
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    More about this item

    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General

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