Formation of e-satisfaction and repurchase intention: Moderating roles of computer self-efficacy and computer anxiety

Authors:
Heeseok Lee;Sue Young Choi;Young Sik Kang
Affiliations:
Business School, Korea Advanced Institute of Science and Technology, Seoul 130-012, South Korea;School of Business Administration, Myongji University, Seoul 120-728, South Korea;Business School, Korea Advanced Institute of Science and Technology, Seoul 130-012, South Korea
Venue:
Expert Systems with Applications: An International Journal
Year:
2009

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Abstract

The exploration of online customer satisfaction (called e-satisfaction hereafter) and repurchase becomes increasingly important in e-commerce. Yet, the process of e-satisfaction and repurchase formation and the context under which this process may vary have not been investigated rigorously. In order to fill this knowledge gap, this paper attempts to develop a conceptual model to decipher how e-satisfaction is formed. Furthermore, it investigates how computer-related individual differences such as computer self-efficacy and computer anxiety moderate this formation. The analysis results from a survey of 274 online buyers confirm that our antecedents play key roles in forming e-satisfaction and repurchase and the proposed moderators are important.