Role of channel integration on the service quality, satisfaction, and repurchase intention in a multichannel (online-cum-mobile) retail environment

Shuqing Yang, Yaobin Lu, Patrick Y.K. Chau, Sumeet Gupta

Research output: Journal PublicationArticlepeer-review

22 Citations (Scopus)

Abstract

Retaining consumers is critical for multi-channel retailers. This study identifies the factors that influence consumer repurchase intention in an online-cum-mobile retail context by focusing on the impacts of channel integration on consumer self-regulatory processes. The research model was empirically tested on the data collected from 317 consumers of a famous e-retailer in China. The results indicate that channel integration has strong and positive effects on service quality perceptions in both online and mobile environments, which further influence transaction-specific satisfaction and cumulative satisfaction. In addition, transaction-specific satisfaction has a positive influence on cumulative satisfaction, and both of them in turn positively affect repurchase intention. Theoretical and practical implications of these findings are discussed.

Original languageEnglish
Pages (from-to)1-25
Number of pages25
JournalInternational Journal of Mobile Communications
Volume15
Issue number1
DOIs
Publication statusPublished - 2017
Externally publishedYes

Keywords

  • channel integration
  • multi-channel retailing
  • repurchase intention
  • satisfaction
  • service quality

ASJC Scopus subject areas

  • Computer Science Applications
  • Computer Networks and Communications
  • Electrical and Electronic Engineering

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