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

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  • Abhishek Tandon

    (University of Delhi)

  • Aakash Aakash

    (University of Delhi)

  • Anu G. Aggarwal

    (University of Delhi)

Abstract

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.

Suggested Citation

  • Abhishek Tandon & Aakash Aakash & Anu G. Aggarwal, 2020. "Impact of EWOM, website quality, and product satisfaction on customer satisfaction and repurchase intention: moderating role of shipping and handling," International Journal of System Assurance Engineering and Management, Springer;The Society for Reliability, Engineering Quality and Operations Management (SREQOM),India, and Division of Operation and Maintenance, Lulea University of Technology, Sweden, vol. 11(2), pages 349-356, July.
    • Handle: RePEc:spr:ijsaem:v:11:y:2020:i:2:d:10.1007_s13198-020-00954-3
    DOI: 10.1007/s13198-020-00954-3
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    References listed on IDEAS

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    Cited by:

    1. Gobinda Roy & Rajarshi Debnath & Partha Sarathi Mitra & Avinash K. Shrivastava, 2021. "Analytical study of low-income consumers’ purchase behaviour for developing marketing strategy," International Journal of System Assurance Engineering and Management, Springer;The Society for Reliability, Engineering Quality and Operations Management (SREQOM),India, and Division of Operation and Maintenance, Lulea University of Technology, Sweden, vol. 12(5), pages 895-909, October.
    2. Šneiderienė Agnė & Beniušis Antanas, 2022. "Factors Influencing the Decision-Making of Users of Lithuanian E-Commerce Platforms," Management Theory and Studies for Rural Business and Infrastructure Development, Sciendo, vol. 44(1), pages 72-83, March.
    3. Gelashvili, Vera & Martínez-Navalón, Juan Gabriel & DeMatos, Nelson & de Brito Correia, Marisol, 2024. "Technological transformation: The importance of E-WOM and perceived privacy in the context of opinion platforms," Technological Forecasting and Social Change, Elsevier, vol. 205(C).
    4. Abhishek Tandon & Aakash Aakash & Anu G. Aggarwal & P. K. Kapur, 2021. "Analyzing the impact of review recency on helpfulness through econometric modeling," International Journal of System Assurance Engineering and Management, Springer;The Society for Reliability, Engineering Quality and Operations Management (SREQOM),India, and Division of Operation and Maintenance, Lulea University of Technology, Sweden, vol. 12(1), pages 104-111, February.
    5. Massimo Pighin & Aldo Alvarez-Risco & Shyla Del-Aguila-Arcentales & Mercedes Rojas-Osorio & Jaime A. Yáñez, 2022. "Factors of the Revisit Intention of Patients in the Primary Health Care System in Argentina," Sustainability, MDPI, vol. 14(20), pages 1-16, October.
    6. Daniel A. Sanchez-Loor & Wei-Shiun Chang, 2023. "Experimental study of the effects of structural assurance, personal experiences, and product reviews on repurchase behavior in e-commerce platforms," Electronic Commerce Research, Springer, vol. 23(3), pages 1971-2010, September.
    7. José Alberto Martínez-González & Carmen D. Álvarez-Albelo, 2021. "Influence of Site Personalization and First Impression on Young Consumers’ Loyalty to Tourism Websites," Sustainability, MDPI, vol. 13(3), pages 1-17, January.
    8. Sahranavard, Seyed Arash & Oney, Emrah & Aghaei, Iman, 2024. "Consumer’s e-lifestyle and repurchase intention in online food ordering services: Exploring the role of e-WOM and habit," Technological Forecasting and Social Change, Elsevier, vol. 208(C).
    9. Abhishek Tandon & Aakash Aakash & Anu G. Aggarwal & P. K. Kapur, 0. "Analyzing the impact of review recency on helpfulness through econometric modeling," International Journal of System Assurance Engineering and Management, Springer;The Society for Reliability, Engineering Quality and Operations Management (SREQOM),India, and Division of Operation and Maintenance, Lulea University of Technology, Sweden, vol. 0, pages 1-8.

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