Determinants of online repurchase intention in COVID-19 times: Evidence from an emerging economy

• Published in: Lecturas de economía no. 96; pp. 101 - 143
• Main Authors: Quipuzco Chicata, Liliana, Escudero Cipriani, Carlos, Alvarez Risco, A
• Format: Journal Article
• Language: English; Portuguese
• Published: Universidad de Antioquia 01.01.2022
• Subjects: calidad del sitio web; comercio electrónico; commerce; confiance du client; confianza del cliente; COVID; customer satisfaction; customer trust; ECONOMICS; intención de recompra; intention de rachat; market power; Peru; Perú; price transmission; Pérou; qualité du site web; repurchase intention; satisfacción del cliente; satisfaction du client; website quality; intención de recompra; website quality; repurchase intention; Pérou; satisfaction du client; intention de rachat; qualité du site web; comercio electrónico; COVID-19; satisfacción del cliente; confianza del cliente; customer satisfaction; customer trust; Perú; e-commerce; Peru; calidad del sitio web; confiance du client
• ISSN: 0120-2596; 2323-0622
• DOI: 10.17533/udea.le.n96a342638

COVID-19 has led to social isolation and a subsequent increase in online shopping has been observed. The present study is based on theory of reasoned action and focused on 371 Peruvian consumers, it seeks to evaluate the current effect of the website quality, customer satisfaction, and customer trust in online repurchases. The current study is cross-sectional and uses an online survey with 22 questions that evaluated consumers repurchase intentions. A technical SEM-PLS analysis was used. It was found that website quality had a positive influence on customer satisfaction, website quality positively influenced customer trust, customer satisfaction had a positive influence on customer trust, customer satisfaction had a positive influence on online repurchase intention, and customer trust had a positive influence on online repurchase intention. The model explained 20.6% of online repurchase intention behavior. Outcomes of the bootstrapping test were used to evaluate if path coefficients are significant. The outcomes can help companies to develop strategic plans to increase online purchasing. The novelty is based on using the partial least squares structural equation modeling (SEM-PLS) technique.