期刊名称：International Journal of Business and Management
印刷版ISSN：1833-3850
电子版ISSN：1833-8119
出版年度：2021
卷号：16
期号：7
页码：1
DOI：10.5539/ijbm.v16n7p1
出版社：Canadian Center of Science and Education
摘要：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.
关键词：customer satisfaction; trust; perceived value; service quality; repurchase intention; mobile shopping
