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The Relationship between site characteristics, relationship quality, and word of mouth.
International Journal of Business and Information
View Archive Info| Field | Value | |
| Title |
The Relationship between site characteristics, relationship quality, and word of mouth.
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| Creator |
Chung, Ki-Han
Shin, Jae-Ik |
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| Description |
The purpose of this study is to identify the relationship between site characteristics, relationship quality, and word of mouth in online retailing. Based on the analysis of 279 questionnaires, the following research findings were obtained. First, all characteristics of online retailing positively affect customer satisfaction, and security has more of a positive effect on satisfaction than the other characteristics do. Second, customer satisfaction positively affects e-trust, e-commitment, and word of mouth. Third, e-trust positively affects e-commitment, and e-commitment has a positive effect on word of mouth. It was found, however, that e-trust does not positively affect word of mouth. Fourth, all characteristics of online retailing indirectly affect e-trust, e-commitment, and word of mouth, and it does this by moderating customer satisfaction. Fifth, customer satisfaction indirectly affects e-commitment and word of mouth by moderating e-trust. Sixth, e-trust indirectly affects word of mouth by moderating e-commitment.
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| Publisher |
International Business Academics Consortium
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| Date |
2015-11-13
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| Type |
info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion Peer-reviewed Article |
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| Format |
application/pdf
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| Identifier |
https://ijbi.org/ijbi/article/view/41
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| Source |
International Journal of Business and Information; Vol 4 No 2 (2009)
2520-0151 1728-8673 |
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| Language |
eng
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| Relation |
https://ijbi.org/ijbi/article/view/41/45
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| Rights |
Copyright (c) 2015 International Journal of Business and Information
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