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Understanding online customer repurchasing intention and the mediating role of trust – an empirical investigation in two developed countries

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European Journal of Information Systems

Abstract

Although e-commerce adoption and customers’ initial purchasing behavior have been well studied in the literature, repeat purchase intention and its antecedents remain understudied. This study proposes a model to understand the extent to which trust mediates the effects of vendor-specific factors on customers’ intention to repurchase from an online vendor. The model was tested and validated in two different country settings. We found that trust fully mediates the relationships between perceived reputation, perceived capability of order fulfillment, and repurchasing intention, and partially mediates the relationship between perceived website quality and repurchasing intention in both countries. Moreover, multi-group analysis reveals no significant between-country differences of the model with regards to the antecedents and outcomes of trust, except the effect of reputation on trust. Academic and practical implications and future research are discussed.

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Authors and Affiliations

  1. Department of Management and Marketing, Hong Kong Polytechnic University, China

    Israr Qureshi

  2. Department of Information Systems, City University of Hong Kong, China

    Yulin Fang

  3. Department of Business, Retail and Financial Services, Ulster Business School, University of Ulster, Ireland

    Elaine Ramsey & Patrick Ibbotson

  4. Queen's University Management School, Queen's University Belfast, U.K.

    Patrick McCole

  5. Richard Ivey School of Business, The University of Western Ontario, Canada

    Deborah Compeau

Authors
  1. Israr Qureshi
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  2. Yulin Fang
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  3. Elaine Ramsey
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  4. Patrick McCole
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  5. Patrick Ibbotson
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  6. Deborah Compeau
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Corresponding author

Correspondence to Elaine Ramsey.

Appendix

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Table a1 Measure and item loadings for retained items
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Qureshi, I., Fang, Y., Ramsey, E. et al. Understanding online customer repurchasing intention and the mediating role of trust – an empirical investigation in two developed countries. Eur J Inf Syst 18, 205–222 (2009). https://doi.org/10.1057/ejis.2009.15

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