The effect of perceived web reputation, perceived web quality and e-WOM on trust, attitude and repurchase intention

Riri Carissa, Nurdin Sobari

Research output: Chapter in Book/Report/Conference proceedingChapterpeer-review

Abstract

Small, medium, and large enterprises can provide information about products and services they offer via their websites easier due to the evolution of technology especially internet. Online shopping has some inherent uncertainty and risk that conventional transactions do not, and it is thus incumbent upon online retailers to ensure customers before they purchase of their good reputation and good quality. Word of mouth including online reviews can ease customers in evaluating product or services for purchase. Technology creates rapid competition between e-commerce companies and the ability for customers to quickly turn to their competitors. The aim of this research is to find out whether perceived web reputation, perceived web quality and electronic word of mouth (e-WOM) influence trust, attitude, and repurchase intention of customers in the online marketplace in Indonesia. Our results show that perceived website reputation, perceived web quality, and e-WOM indirectly affect repurchase intention.

Original languageEnglish
Title of host publicationContemporary Issues in Finance, Accounting, and Consumers' Behavior
Subtitle of host publicationLessons from Indonesia
PublisherNova Science Publishers, Inc.
Pages325-342
Number of pages18
ISBN (Electronic)9781536175707
ISBN (Print)9781536168815
Publication statusPublished - 15 Apr 2020

Keywords

  • And repurchase intention
  • Attitude
  • e-WOM
  • Trust
  • Web quality
  • Web reputation

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