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Session V, Track Management, Momna Asif

1) The document discusses a study on the impact of e-satisfaction on customer repurchase intention in B2C e-commerce. 2) It aims to re-examine the relationship between determinants of B2C e-commerce using established theories and models, and test the model using data from online customers in Pakistan. 3) The significance is that it will add knowledge and provide implications to policymakers on maintaining customer purchase intention and helping brands improve their image.

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16 views

Session V, Track Management, Momna Asif

1) The document discusses a study on the impact of e-satisfaction on customer repurchase intention in B2C e-commerce. 2) It aims to re-examine the relationship between determinants of B2C e-commerce using established theories and models, and test the model using data from online customers in Pakistan. 3) The significance is that it will add knowledge and provide implications to policymakers on maintaining customer purchase intention and helping brands improve their image.

Uploaded by

commercmphill62
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PPTX, PDF, TXT or read online on Scribd
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Impact of E-Satisfaction on customer repurchase intention in B2C e-

commerce segment

Momna Asif
Research Student
Department of Commerce
University of the Punjab, Gujranwala campus
Introduction

 In the present age, the internet facility is accessible to


almost all societies. With the increase in the utilization of
the internet, the trend of E-shopping has increased
remarkably.
 The pandemic of COVID-19 has significant impact on e-
shopping E-commerce sales in the third quarter of 2022
accounted for 14.8 percent of total sales.
 Along with other factors, the satisfaction of online
customers depends on the quality of the system,
information, and service.
Background of the study
 Technology adoption model (TAM)
 Theory of Reasoned Action (TRA)
 Theory of Planned Behavior (TPB)
 Unified theory of acceptance and Use of
Technology (UTAUT)
Problem Statement

 Consumers are reluctant to do online shopping.


 They hesitate to share their confidential information i.e.
account- related information.
 The quality of their received orders is still questionable.
Research Questions

 Re-investigating the relationship between determinants of B2C


e-commerce through established theories and models.
 To test the model by using the data gathered from a sample of
online customers in Pakistan.
 To examine the effect of different variables on re-purchase
intention.
Significance
 The study will add knowledge by filling in “significant research
vacuum”
 It will provide practical implications to many policymakers and
concerned authorities on balancing and maintaining the purchase
intention of customers.
 It will help many brands how can maintain and improve their brand
image.
Framework

Service Quality Customer Involvement

E-Satisfaction Perceived Value Re-Purchase Intention

Information Quality
Methodology
 Measurement
 Sample and Data Collection
The proposed relation among variables
The research will be conducted in will be checked by using the Structural
Pakistan and data on variables will Equation Modeling. To test the mediation
be collected through a questionnaire and moderation Path analysis will be used.
survey via online channels. The To confirm the factors of the questionnaire
sample size will be adjusted by using CFA will be used. Test for reliability and
the theory of Joseph hire et all. data normality will be checked.

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