E3S Web Conf.
Volume 136, 20192019 International Conference on Building Energy Conservation, Thermal Safety and Environmental Pollution Control (ICBTE 2019)
|Number of page(s)||9|
|Section||Urban Public Safety|
|Published online||10 December 2019|
A Study on Service Failure That Influence Repurchase Intention in Online Retailing: A Study among Online Shoppers in Klang Valley
Faculty of Business and Information Science, UCSI University, Jalan Menara Gading, 56000 Cheras, Kuala Lumpur, Malaysia.
* Corresponding author’s e-mail: firstname.lastname@example.org
Online retailing sector is a huge potential market with boundless prospect, so now, reducing service failures and increasing customers’ repurchase intention has become the first mission for every online retailer in order to increase their competitive advantages and market shares and to become the industry leader. The goals of this study is to identify the types of service failures that the online shoppers experiencing and which service failure is most critical toward repurchase intention of online shoppers. SPSS statistics analysis method has been used to analyze the data collected from the respondents. According to the result, it confirms that there are five types of service failures have significant relationship to the repurchase intention of online shippers. This study may likely to be a reference for related online retailer to examine their operation performance and customer loyalty in order to provide better services and boost up business in online retailing industry.
© The Authors, published by EDP Sciences, 2019
This is an Open Access article distributed under the terms of the Creative Commons Attribution License 4.0, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
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