The role of service quality and perceived value on repurchase intention and customer satisfaction in Internet businesses
Subject Areas : marketingleila Andervazh 1 , zahra sokaini 2
1 - department of business management,,khorramshahr international branch, islamic azad university,khorramshahr,iran
2 - department of business management khorramshahr international branch islamic azad university khorramshahr iran
Keywords: Customer Satisfaction, Trust, Service Quality, perceived value, Repurchase intention,
Abstract :
The aim of the present research was the role of service quality and perceived value on repurchase intention and customer satisfaction in internet businesses. For this purpose, a main hypothesis and seven sub-hypotheses were formulated. The research method is applied from the point of view of the goal. The statistical population of the research is people who have used the services of the three-whistle application at least once. The sample size is equal to 133 people. Data analysis was carried out in two parts, descriptive and inferential statistics. Structural equation method and AMOS and SPSS software were used in inferential statistics. In order to check the fit of the research model, path analysis was used. Based on the findings, there is a significant relationship between all hypotheses at the level (P>0.05) and the effects of service quality and perceived value with the mediating role of trust in home delivery service personnel on repurchase intention and customer satisfaction in businesses. The Internet is influential.
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