Factors Influencing User Satisfaction and Repurchase Intention on Jindong’s Cross-Border E-Commerce Platform: A Study of Users in Heilongjiang, China
Article Sidebar
Main Article Content
Abstract
Purpose: This research aimed to evaluate the effects of perceived ease of use, information quality, system quality, service quality, perceived quality, popularity, user satisfaction, and repurchase intention toward using and intention to examine dependent variables such as consumers' intention to repurchase online at jingdong.com in China. Research design, data, and methodology: This study was quantitative, and the researcher obtained data for analysis by distributing questionnaires to the target population. The index of Item–Objective Congruence (IOC), pilot test, Confirmatory Factor Analysis (CFA), and Structural Equation Model (SEM) were methods utilized to analyze the data and test the research hypotheses proposed. Results: The study's findings revealed that independent variables, including system quality, information quality, service quality, perceived quality, popularity, and user satisfaction, had statistically significant impacts on customers online repurchase intention at Jingdong.com in China. However, demographic variables exhibited significance only through independent t-tests and analysis of variance. Conclusions: These research outcomes hold practical implications for organizations, managers, and stakeholders in Cross-border e-commerce website platforms. Additionally, insights from this study contribute to comprehending the nuances between Western and Asian cultures, aiding in developing culturally sensitive websites and targeted promotional efforts. Ultimately, the study fosters organizational growth and is a valuable resource for future researchers in this domain.
Downloads
Article Details
This work is licensed under a Creative Commons Attribution 4.0 International License.
The submitting author warrants that the submission is original and that she/he is the author of the submission together with the named co-authors; to the extend the submission incorporates text passages, figures, data, or other material from the work of others, the submitting author has obtained any necessary permission.
Articles in this journal are published under the Creative Commons Attribution License (CC-BY What does this mean?). This is to get more legal certainty about what readers can do with published articles, and thus a wider dissemination and archiving, which in turn makes publishing with this journal more valuable for you, the authors.
References
Aaker, D. A., & Jacobson, R. (1994). The financial information content of perceived quality. Journal of Marketing Research, 31(2), 191-201. https://doi.org/10.1177/002224379403100205
Acharya, A. S., Prakash, A., Saxena, P., & Nigam, A. (2013). Sampling: Why and how of it?. Indian Journal of Medical Specialities, 4(2), 33-38. https://doi.org/10.7713/ijms.2013.0032
Afthanorhan, A., Awang, Z., Rashid, N., Foziah, H., & Ghazali, P. L. (2019). Assessing the effects of service quality on customer satisfaction. Management Science Letters, 9(1), 13-24.
https://doi.org/10.5267/j.msl.2018.11.004
Aggarwal, P., Jun, S. Y., & Huh, J. H. (2011). Scarcity messages. Journal of Advertising, 40(3), 19-30. https://doi.org/10.2753/JOA0091-3367400302
Akbar, M. M., & Parvez, N. (2009). Impact of service quality, trust, and customer satisfaction on customer loyalty. ABAC Journal, 29(1), 11-20.
Al-Mamary, Y. H., & Shamsuddin, S. (2015). A study on the factors affecting the adoption of e-government services in Yemen. Journal of Theoretical and Applied Information Technology, 78(1), 56-65.
Alzoubi, H., Alshurideh, M., Kurdi, B. A., & Inairat, M. (2020). Do perceived service value, quality, price fairness and service recovery shape customer satisfaction and delight? A practical study in the service telecommunication context. Uncertain Supply Chain Management, 579-588.
https://doi.org/10.5267/j.uscm.2020.2.005
Anderson, J. C., & Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin, 103(3), 411-423.
https://doi.org/10.1037//0033-2909.103.3.411
Ariyanto, R., Rohadi, E., & Lestari, V. A. (2020). The effect of information quality, system quality, service quality on intention to use and user satisfaction, and their effect on net benefits primary care application at primary health facilities in Malang. IOP Conference Series: Materials Science and Engineering, 732(1), 012084. https://doi.org/10.1088/1757-899X/732/1/012084
Asubonteng, P., McCleary, K. J., & Swan, J. E. (1996). SERVQUAL revisited: A critical review of service quality. Journal of Services Marketing, 10(6), 62-81. https://doi.org/10.1108/08876049610148602
Awang, Z. (2012). Structural equation modeling using AMOS graphic (1st ed.). Penerbit Universiti Teknologi MARA.
Bagozzi, R. P., Yi, Y., & Nassen, K. D. (1998). Representation of measurement error in marketing variables: Review of approaches and extension to three-facet designs. Journal of Econometrics, 89(1-2), 393-421. https://doi.org/10.1016/S0304-4076(98)00068-2
Bentler, P. M. (1990). Comparative fit indexes in structural models. Psychological Bulletin, 107(2), 238-246. https://doi.org/10.1037/0033-2909.107.2.238
Bharati, P., & Chaudhury, A. (2004). An empirical investigation of decision-making satisfaction in web-based decision support systems. Decision Support Systems, 37(2), 187-197.
https://doi.org/10.1016/S0167-9236(03)00006-X
Bhutto, M., Zeng, F., Soomro, Y., Mussadiq, A., & Khan, M. (2019). Young Chinese consumer decision making in buying green products: An application of theory of planned behavior with gender and price transparency. Environmental Science and Pollution Research, 26(1), 599-619.
https://doi.org/10.1007/s11356-019-04722-0
Bloch, P. H., Sherrell, D. L., & Ridgway, N. M. (1986). Consumer search: An extended framework. Journal of Consumer Research, 13(1), 119. https://doi.org/10.1086/209052
Brown, T. A., & Moore, M. T. (2012). Confirmatory Factor Analysis. In R. H. Hoyle (Ed.), Handbook of Structural Equation Modeling (pp. 361-379). Guilford Publications.
Budiartha, I. K. (2016). Pengaruh kualitas sistem informasi, kualitas informasi dan perceived usefulness pada kepuasan pengguna akhir software akuntansi (Studi empiris pada hotel berbintang di provinsi Bali) [The effect of information system quality, information quality, and perceived usefulness on end-user satisfaction with accounting software (An empirical study of 4-star hotels in Bali Province)] [Unpublished master’s thesis)]. Universitas Pendidikan Ganesha, Bali, Indonesia.
Cammarano, A., Varriale, V., Michelino, F., & Caputo, M. (2023). Employing online big data and patent statistics to examine the relationship between end product’s perceived quality and components’ technological features. Technology in Society, 73, 102231. https://doi.org/10.1016/j.techsoc.2023.102231
Carter, L., & Bélanger, F. (2005). The utilization of e-government services: citizen trust, innovation, and acceptance factors. Information Systems Journal, 15(1), 5-25.
https://doi.org/10.1111/j.1365-2575.2005.00183.x
Chang, Y., Ko, Y. J., & Leite, W. L. (2016). The effect of perceived brand leadership on luxury service WOM. Journal of Services Marketing, 30(6), 659-671. https://doi.org/10.1108/JSM-01-2015-0005
Chen, C.-W. (2010). Impact of quality antecedents on taxpayer satisfaction with online tax-filing systems—An empirical study. Information & Management, 47(5-6), 308-315. https://doi.org/10.1016/j.im.2010.06.005
Chen, Z., & Dubinsky, A. J. (2003). A conceptual model of perceived customer value in e‐commerce: A preliminary investigation. Psychology & Marketing, 20(4), 323-347. https://doi.org/10.1002/mar.10076
Chiu, C.-M., Chang, C.-C., Cheng, H.-L., & Fang, Y.-H. (2009). Determinants of customer repurchase intention in online shopping. Online Information Review, 33(4), 761-784.
https://doi.org/10.1108/14684520910985710
Chiu, W., & Cho, H. (2021). E-commerce brand: The effect of perceived brand leadership on consumers’ satisfaction and repurchase intention on e-commerce websites. Asia Pacific Journal of Marketing and Logistics, 33(6), 1339-1362. https://doi.org/10.1108/APJML-10-2018-0403
Chuan-Chuan Lin, J., & Lu, H. (2000). Towards an understanding of the behavioural intention to use a web site. International Journal of Information Management, 20(3), 197-208. https://doi.org/10.1016/S0268-4012(00)00005-0
Cronin, J. J., Jr., & Taylor, S. A. (1992). Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 56(3), 55-68. https://doi.org/10.1177/002224299205600304
DeLone, W. H., & McLean, E. R. (1992). Information systems success: The quest for the dependent variable. Information Systems Research, 3(1), 60-95. https://doi.org/10.1287/isre.3.1.60
DeLone, W. H., & McLean, E. R. (2004). Measuring e-commerce success: Applying the DeLone & McLean information systems success model. International Journal of Electronic Commerce, 9(1), 31-47. https://doi.org/10.1080/10864415.2004.11044317
Dodds, W. B., Monroe, K. B., & Grewal, D. (1991). Effects of price, brand, and store information on buyers’ product evaluations. Journal of Marketing Research, 28(3), 307.
https://doi.org/10.2307/3172866
Falk, R., & Miller, N. (1992). A primer for soft modeling (1st ed.). The University of Akron Press.
Fang, Y., Qureshi, I., Sun, H., Mccole, P., Ramsey, E., & Lim, K. (2014). Trust, satisfaction, and online repurchase intention: The moderating role of perceived effectiveness of e-commerce institutional mechanisms. MIS Quarterly, 38, 407-427. https://doi.org/10.25300/MISQ/2014/38.2.04
Farh, J.-L., Hoffman, R. C., & Hegarty, W. H. (1984). Assessing Environmental Scanning at The Subunit Level: A Multitrait-Multimethod Analysis. Decision Sciences, 15(2), 197-220.
https://doi.org/10.1111/j.1540-5915.1984.tb01209.x
Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39.
https://doi.org/10.2307/3151312
Gefen, D., Karahanna, E., & Straub, D. W. (2003). Trust and TAM in online shopping: An integrated model. MIS Quarterly, 27(1), 51-90. https://doi.org/10.2307/30036519
Gierl, H., Plantsch, M., & Schweidler, J. (2008). Scarcity effects on sales volume in retail. The International Review of Retail, Distribution and Consumer Research, 18(1), 45-61.
https://doi.org/10.1080/09593960701778077
Grönroos, C. (1982). An Applied Service Marketing Theory. European Journal of Marketing, 16(7), 30-41. https://doi.org/10.1108/eum0000000004859
Gummesson, E., & Association, I. S. Q. (1993). Quality management in service organizations: An interpretation of the service quality phenomenon and a synthesis of international research (1st ed.). ISQA.
Hair, J. F., Anderson, R. E., Tatham, R. L., & Black, W. C. (2006). Multivariate data analysis (6th ed.). Pearson Prentice Hall.
Hair, J. F., Jr., Ringle, C. M., & Sarstedt, M. (2013). Partial Least Squares Structural Equation Modeling: Rigorous Applications, Better Results and Higher Acceptance. Long Range Planning, 46(1-2), 1-12. https://doi.org/10.1016/j.lrp.2013.01.001
Henseler, J., & Sarstedt, M. (2013). Goodness-of-fit indices for partial least squares path modeling. Computational Statistics, 28(2), 565-580. https://doi.org/10.1007/s00180-012-0317-1
Hoffman, K. D., & Bateson, J. E. G. (2011). Services marketing: Concepts, strategies, & cases (4th ed.). Cengage Learning.
Hofstede, G. (2001). Culture’s consequences: Comparing values, behaviors, institutions, and organizations across nations. Behaviour Research and Therapy, 41, 299-318. https://doi.org/10.1016/S0005-7967(02)00184-5
Holsapple, C. W., & Lee-Post, A. (2006). Defining, Assessing, and Promoting E-Learning Success: An Information Systems Perspective. Decision Sciences Journal of Innovative Education, 4(1), 67-85. https://doi.org/10.1111/j.1540-4609.2006.00102.x
Homburg, C., Klarmann, M., & Schmitt, J. (2010). Brand awareness in business markets: When is it related to firm performance?. International Journal of Research in Marketing, 27(3), 201-212. https://doi.org/10.1016/j.ijresmar.2010.03.004
Hu, L. T., & Bentler, P. M. (1999). Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural Equation Modeling: A Multidisciplinary Journal, 6(1), 1-55. https://doi.org/10.1080/10705519909540118
Huang, J., & Nuangjamnong, C. (2023). The impact of customer satisfaction on customer loyalty in Chinese e-commerce platforms in China. Journal of Business Research, 8(2), 45-53.
Huang, M.-H. (2009). Using service quality to enhance the perceived quality of store brands. Total Quality Management & Business Excellence, 20(2), 241-252.
https://doi.org/10.1080/14783360802623100
Huyler, D., & McGill, C. M. (2019). Research Design: Qualitative, Quantitative, and Mixed Methods Approaches. New Horizons in Adult Education and Human Resource Development, 31(3), 75-77. https://doi.org/10.1002/nha3.20258
Janda, S., Trocchia, P. J., & Gwinner, K. P. (2002). Consumer perceptions of Internet retail service quality. International Journal of Service Industry Management, 13(5), 412-431.
https://doi.org/10.1108/09564230210447913
Jones, M. A., & Suh, J. (2000). Transaction‐specific satisfaction and overall satisfaction: An empirical analysis. Journal of Services Marketing, 14(2), 147-159. https://doi.org/10.1108/08876040010371555
Kim, N., & Kim, W. (2018). Do your social media lead you to make social deal purchases? Consumer-generated social referrals for sales via social commerce. International Journal of Information Management, 39, 38-48. https://doi.org/10.1016/j.ijinfomgt.2017.10.006
Kotler, P. (1997). Marketing management: Analysis, planning, implementation, and control (9th ed.). Prentice Hall.
Kumar, V., & Reinartz, W. (2016). Creating enduring customer value. Journal of Marketing, 80(6), 36-68. https://doi.org/10.1509/jm.15.0414
Kuo, Y.-F., Wu, C.-M., & Deng, W.-J. (2009). The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services. Computers in Human Behavior, 25(4), 887-896. https://doi.org/10.1016/j.chb.2009.03.003
Kurniawan, I. (2021). The effect of the information system quality, service quality, and user satisfaction on academic information system user loyalty. Jurnal Ilmu dan Teknologi Informasi, 5(2), 123-136.
Laroche, M., Habibi, M. R., Richard, M.-O., & Sankaranarayanan, R. (2013). The influence of social influence, trust, and perceived risk on online consumer behavior. Journal of Retailing, 89(4), 422-436.
Lawita, N., & Chariri, A. (2023). Literature Study: The Effectiveness of Accounting Information Systems from Organizational Perspective. Jurnal AKSI (Akuntansi dan Sistem Informasi), 8(1), 1-10. https://doi.org/10.32486/aksi.v8i1.482
Liébana‐Cabanillas, F., Muñoz‐Leiva, F., & Rejón‐Guardia, F. (2013). The determinants of satisfaction with e‐banking. Industrial Management & Data Systems, 113(5), 750-767. https://doi.org/10.1108/02635571311324188
Lin, H.-F. (2007). Measuring online learning systems success: Applying the updated DeLone and McLean model. Cyberpsychology & Behavior, 10(6), 817-820.
https://doi.org/10.1089/cpb.2007.9948
Longwell, G. J. (1994). Managing brand equity: Capitalizing on the value of a brand name. Journal of Business Research, 29(3), 247-248. https://doi.org/10.1016/0148-2963(94)90009-4.
Malakooti Asl, N., Kaffashan Kakhki, M., & Parirokh, M. (2021). The evaluation of the relationship between customers’ knowledge management and their loyalty to academic libraries. Global Knowledge, Memory and Communication, 70(3), 205-224. https://doi.org/10.1108/GKMC-12-2018-0104
Ogula, P. A. (2005). Research methods: A guide for students in education and social sciences. New Kemit Publishers.
Oliveira, A. S., Souki, G. Q., Silva, D., Silva, M. A. R., & Medeiros, F. A. S. (2023). Impacts of service guarantees on consumers' perceived quality and satisfaction in e-commerce. International Journal of Quality & Reliability Management, 40(10), 2559-2580. https://doi.org/10.1108/ijqrm-06-2022-0175
Oliver, R. L. (1981). Measurement and evaluation of satisfaction processes in retail settings. Journal of Retailing, 2(1), 30-40.
Oliver, R. L. (1999). Whence consumer loyalty?. Journal of Marketing, 63(4), 33-44.
https://doi.org/10.1177/00222429990634s105
Parasuraman, A., Zeithaml, V., & Berry, L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). E-S-QUAL: A multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213-233.
https://doi.org/10.1177/1094670504271156
Pasaribu, F., Sari, W. P., Bulan, T. R. N., & Astuty, W. (2022). The effect of e-commerce service quality on customer satisfaction, trust and loyalty. International Journal of Data and Network Science, 6(4), 1077-1084. https://doi.org/10.5267/j.ijdns.2022.8.001
Petter, S., DeLone, W., & McLean, E. (2008). Measuring information systems success: Models, dimensions, measures, and interrelationships. European Journal of Information Systems, 17(3), 236-263. https://doi.org/10.1057/ejis.2008.15
Ramayah, T., Ahmad, N. H., & Lo, M.-C. (2010). The role of quality factors in intention to continue using an e-learning system in Malaysia. Procedia - Social and Behavioral Sciences, 2(2), 5422-5426. https://doi.org/10.1016/j.sbspro.2010.03.885
Raykov, T., & Marcoulides, G. (2000). A first course in structural equation modeling (2nd ed.). Lawrence Erlbaum Associates.
Reibstein, D. J. (2002). What attracts customers to online stores, and what keeps them coming back?. Journal of the Academy of Marketing Science, 30(4), 465-473.
https://doi.org/10.1177/009207002236918
Resnik, A. J., & Cialdini, R. B. (1986). Influence: Science & Practice. Journal of Marketing Research, 23(3), 305. https://doi.org/10.2307/3151490
Schendel, D., & Hofer, C. W. (1979). Strategic management: A new view of business policy and planning. Little, Brown, and Company.
Seddon, P. B. (1997). A Respecification and Extension of the DeLone and McLean Model of IS Success. Information Systems Research, 8(3), 240-253. https://doi.org/10.1287/isre.8.3.240
Shook, C. L., Ketchen, D. J., Jr., Hult, G. T. M., & Kacmar, K. M. (2004). An assessment of the use of structural equation modeling in strategic management research. Strategic Management Journal, 25(4), 397-404. https://doi.org/10.1002/smj.385
Sica, L., & Ghisi, S. (2007). The role of customer satisfaction in the relationship between service quality and customer loyalty: Evidence from the Italian telecommunications market. International Journal of Market Research, 49(2), 219-236.
Steinhart, Y., Kamins, M., Mazursky, D., & Noy, A. (2014). Effects of product type and contextual cues on eliciting naive theories of popularity and exclusivity. Journal of Consumer Psychology, 24(4), 472-483. https://doi.org/10.1016/j.jcps.2014.04.004
Suhartanto, D., Kartikasari, A., Hapsari, R., Budianto, B. S., Najib, M., & Astor, Y. (2021). Predicting young customers’ intention to repurchase green plastic products: Incorporating trust model into purchase intention model. Journal of Asia Business Studies, 15(3), 441-456. https://doi.org/10.1108/JABS-04-2020-0150
Sullivan, Y. W., & Kim, D. J. (2018). Assessing the effects of consumers’ product evaluations and trust on repurchase intention in e-commerce environments. International Journal of Information Management, 39, 199-219. https://doi.org/10.1016/j.ijinfomgt.2017.12.008
Suresh, G., Suresh, K., & Thomas, S. (2011). Design, data analysis and sampling techniques for clinical research. Annals of Indian Academy of Neurology, 14(4), 287.
https://doi.org/10.4103/0972-2327.91951
Szymanski, D. M., & Hise, R. T. (2000). E-satisfaction: an initial examination. Journal of Retailing, 76(3), 309-322. https://doi.org/10.1016/s0022-4359(00)00035-x
Vijayasarathy, L. R. (2004). Predicting consumer intentions to use on-line shopping: the case for an augmented technology acceptance model. Information & Management, 41(6), 747-762. https://doi.org/10.1016/j.im.2003.08.011
Wang, C., Liu, T., Zhu, Y., Wang, H., Wang, X., & Zhao, S. (2023). The influence of consumer perception on purchase intention: Evidence from cross-border E-commerce platforms. Heliyon, 9(11), 21617. https://doi.org/10.1016/j.heliyon.2023.e21617
Wang, R. Y., Storey, V. C., & Firth, C. P. (1995). A framework for analysis of data quality research. IEEE Transactions on Knowledge and Data Engineering, 7(4), 623-640.
https://doi.org/10.1109/69.404034
Wangwiboolkij, R. (2012). Factors influencing repurchase intention of Thai female customers toward Korean cosmetics in Bangkok. Au GSB Journal, 5(1), 1-10.
Wu, J., & Wang, Y. (2006). What drives mobile commerce? An empirical evaluation of the revised technology acceptance model. Information & Management, 43(5), 601-612.
https://doi.org/10.1016/j.im.2006.05.003
Wu, L., & Lee, C. (2016). Limited edition for me and best seller for you: The impact of scarcity versus popularity cues on self-versus other-purchase behavior. Journal of Retailing, 92(4), 486-499. https://doi.org/10.1016/j.jretai.2016.08.001
Zeithaml, V. A. (1988). Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence. Journal of Marketing, 52(3), 2-22.
https://doi.org/10.1177/002224298805200302
Zinkhan, G. M., & Smith, D. C. (1992). Book review: Managing brand equity: Capitalizing on the value of a brand name. Journal of Marketing, 56(2), 125-128.