Details

Autor(en) / Beteiligte

• NGUYEN, Lan
• NGUYEN, Thu Ha
• TAN, Thi Khanh Phuong

Titel

An Empirical Study of Customers’ Satisfaction and Repurchase Intention on Online Shopping in Vietnam

Ist Teil von

• The Journal of Asian finance, economics, and business, 2021-01, Vol.8 (1), p.971-983

Ort / Verlag

한국유통과학회

Erscheinungsjahr

2021

Link zum Volltext

Quelle

EZB Electronic Journals Library

Beschreibungen/Notizen

• This study aims to examine the factors that affect customer satisfaction and repurchase intention of online shoppers in Vietnam. We used the anklet method to collect information by sending the online questionnaire to Vietnamese people via social media like Facebook, Zalo, and instructed participants to fill out the survey. This study collected data randomly from 597 Vietnamese individuals who have experienced online shopping. Applying both qualitative and quantitative methods, we investigated the impacts of factors (responsiveness, trust, convenience, delivery, information quality and perceived website usability) on customer satisfaction and repurchase intention. The results revealed that: (1) Information quality, delivery, convenience, and perceived website usability have the most significant impacts on customer satisfaction and intention, (2) Trust moderately affects satisfaction and repurchase intention, (3) Responsiveness has no significant influence on repurchase intention and (4) Control variables, included gender and marital status also impacted satisfaction and repurchase intention because the study found that male customers are more satisfied than female customers and single people tend to repurchase at familiar websites more than the other people. The findings suggested that six mentioned factors have different levels of impacts on customer satisfaction and repurchase intention; moreover, the demographic factors also affect satisfaction and intention to repurchase.