Free Access

Customer Satisfaction as Mediator Between Website Service Quality and Repurchase Intention: An Emerging Economy Case

Urvashi Tandon
Corresponding Author
Urvashi Tandon
[email protected]
School of Humanities and Social Sciences, Thapar University, Patiala 147004, India
Search for more papers by this author
,
Ravi Kiran
Ravi Kiran
[email protected]
School of Humanities and Social Sciences, Thapar University, Patiala 147004, India
Search for more papers by this author
,
Ash N. Sah
Ash N. Sah
[email protected]
School of Humanities and Social Sciences, Thapar University, Patiala 147004, India
Search for more papers by this author

Urvashi Tandon

Corresponding Author

Urvashi Tandon

[email protected]

School of Humanities and Social Sciences, Thapar University, Patiala 147004, India

Search for more papers by this author

Ravi Kiran

[email protected]

School of Humanities and Social Sciences, Thapar University, Patiala 147004, India

Search for more papers by this author

Ash N. Sah

[email protected]

School of Humanities and Social Sciences, Thapar University, Patiala 147004, India

Search for more papers by this author

Published Online:1 May 2017https://doi.org/10.1287/serv.2016.0159

Supplemental Material

serv.2016.0159-sm-data.zip (14 KB)

Cited by
- The Impact of Enterprise Environmental Goal Progress Information on Green Repurchase Intention: A Chained Mediation Model
  15 June 2026 | Sustainability, Vol. 18, No. 12
- Exploring AI-enabled digital service platform adoption in industrial business-to-business firms through a mixed-method approach
  Industrial Marketing Management, Vol. 135
- Factors impacting online shopping in India: an empirical approach to extending UTAUT2 with the digital payment mode and attitudes toward technology
  22 April 2024 | Global Knowledge, Memory and Communication, Vol. 75, No. 1-2
- Modelling Customer Satisfaction, Merchandise Returns and Repurchase Intention in Online Fashion Retailing
  2 January 2026
- The Impact of E-Service Quality on E-Trust and Repurchase Intention
  2 January 2026
- Service quality and repurchase intentions in the airline industry: a multiple mediation analysis through customer citizenship behaviour
  3 October 2024 | Current Issues in Tourism, Vol. 28, No. 24
- Understanding customer loyalty in digital services: insights from food delivery in emerging markets
  1 July 2025 | Journal of Innovation and Entrepreneurship, Vol. 14, No. 1
- Determinants of repurchase intention in E-commerce and the moderating role of risks: an emerging digital economy perspective
  10 October 2025 | European Journal of Management and Business Economics, Vol. 77
- Using Topic Modeling for Extracting Customers’ Expectations: A Case of Women Apparel
  28 April 2023 | Business Perspectives and Research, Vol. 13, No. 3
- The impact of e-commerce supply chain agility and logistics service quality on repurchase intention in a business-to-consumer context: evidence from an emerging market
  3 June 2025 | The International Journal of Logistics Management, Vol. 36, No. 4
- Converting free users to paying customers in freemium services: a SaaS success model
  24 October 2024 | Information Systems and e-Business Management, Vol. 23, No. 2
- Fatores que impactam os consumidores em serviços de sites: uma revisão bibliométrica em tempos de pandemia
  3 February 2025 | Brazilian Journal of Production Engineering, Vol. 11, No. 1
- The Effect of Mobile Service Quality Dimensions in Food and Beverage Mobile Applications on Customer e-Satisfaction in Indonesia
- Developing and testing a measurement scale for SMEs’ website quality (SMEs-WebQ): Evidence from Indonesia
  19 July 2022 | Electronic Commerce Research, Vol. 24, No. 3
- The issue of interconnections and mutual influence of digital transformation in international trade: How digitization affects customer satisfaction?
  Heliyon, Vol. 10, No. 18
- The Role of Social Media Marketing in Green Product Repurchase Intention
  11 July 2024 | Sustainability, Vol. 16, No. 14
- Assessing the Impact of E-Service Quality on Customer Emotion and Loyalty in the Super App Ecosystem
- Credibility of Youtube product reviews and customers' product return intention: a product fit uncertainty perspective
  18 May 2023 | Information Technology & People, Vol. 37, No. 4
- Consumption systems: Unveiling bi‐residential and delegated consumption
  7 September 2023 | Journal of Consumer Behaviour, Vol. 23, No. 2
- Innovation-Driven E-Commerce Growth in the EU: An Empirical Study of the Propensity for Online Purchases and Sustainable Consumption
  13 February 2024 | Sustainability, Vol. 16, No. 4
- Ranking the Hotel Website Service Quality according to Customer’s Perception: A Case Study of 4-Star Hotel
  15 July 2022 | Journal of Quality Assurance in Hospitality & Tourism, Vol. 25, No. 1
- Enhancing Repurchase Intentions of Online Music Platform Customers for the Middle East
  12 September 2024
- A preference disaggregation based multi-criteria satisfaction degree evaluation model
  Procedia Computer Science, Vol. 242
- Prioritizing E-service Quality Dimensions in E-tailing: Application of the Analytic Hierarchy Process
  26 December 2023 | Global Business Review, Vol. 29
- A comparison between E-TailQ and ES-Qual for measuring e-service quality in the retail industry: an emerging economy case
  20 December 2022 | The TQM Journal, Vol. 35, No. 8
- Web design and trust as moderators in the relationship between e-service quality, customer satisfaction and customer loyalty
  3 January 2023 | The TQM Journal, Vol. 35, No. 8
- Green brands, customer satisfaction and sustainable performance in the Chinese manufacturing industry
  3 October 2023 | Management Decision, Vol. 61, No. 11
- The impact of e-service quality on word of mouth: A higher education context
  The International Journal of Management Education, Vol. 21, No. 3
- ONLINE HİZMET KALİTESİNİ ETKİLEYEN FAKTÖRLER VE ONLİNE HİZMET KALİTESİ ALGISININ PANDEMİ ÖNCESİ VE PANDEMİ SÜRESİNCE KARŞILAŞTIRILMASI: BİR ARAŞTIRMA
  20 October 2023 | Yönetim Bilimleri Dergisi, Vol. 21, No. 50
- Exploring quick commerce service experience: a moderated mediated investigation using SEM and fsQCA
  23 May 2023 | Total Quality Management & Business Excellence, Vol. 34, No. 13-14
- Embedding Technology Interface and Digital Payment Drivers in the Unified Theory of Acceptance and Use of Technology 2 Model: Transforming Behavioral Intention to Sustained Intention
  29 August 2023 | Sustainability, Vol. 15, No. 17
- A Proposed Quality Model For Social Media Websites
- Development of Measuring System using CSI on ITIL V3 for Improvement at Oil Palm Plantation Company
  5 August 2023 | INTENSIF: Jurnal Ilmiah Penelitian dan Penerapan Teknologi Sistem Informasi, Vol. 7, No. 2
- Studi Kepuasan Konsumen Berbasis Importance Performance Analysis pada E-Commerce Shopee
  4 August 2023 | Forum Manajemen, Vol. 21, No. 2
- Evaluation of quality of online shopping services in times of COVID-19 based on E-S-QUAL model and Fuzzy TOPSIS method
  14 December 2022 | Soft Computing, Vol. 27, No. 11
- Unraveling customer repurchase intention in OFDL context: An investigation using a hybrid technique of SEM and fsQCA
  Journal of Retailing and Consumer Services, Vol. 72
- Digitization, Marketing 4.0, and Repurchase Intention in E-Tail
  Journal of Global Information Management, Vol. 31, No. 1
- Customer Satisfaction and Retention at Fitness Centres Based on Website Quality and Service
- Do You Feel It?
- Examining the Impact of Marketing Motives and Concerns on User Satisfaction and Re-Purchase Intentions in a Sharing Economy
  2 March 2023 | Sustainability, Vol. 15, No. 5
- The Unraveling Loyalty Model of Traditional Retail to Suppliers for Business Sustainability in the Digital Transformation Era: Insight from MSMEs in Indonesia
  3 February 2023 | Sustainability, Vol. 15, No. 3
- Digital Grocery Retailing—The Influence of Product-Related and Personal-Related Factors on the Purchase Decision
  31 May 2023
- Reciprocity in upward product line extensions: A longitudinal study
  Journal of Retailing and Consumer Services, Vol. 70
- Effects of logistics service quality and price fairness on customer repurchase intention: The moderating role of cross-border e-commerce experiences
  Journal of Retailing and Consumer Services, Vol. 70
- Shipping before order making: Optimal shipping quantity and pricing decisions under uncertain demand
  Transportation Research Part E: Logistics and Transportation Review, Vol. 169
- The importance of e-service quality in the livestreaming music concert business
  30 March 2022 | Cogent Social Sciences, Vol. 8, No. 1
- The Role of Food Delivery Application Attributes on Customer Satisfaction and Intention to Reuse
- The relationship between citizen readiness and the intention to continuously use smart city services: Mediating effects of satisfaction and discomfort
  Technology in Society, Vol. 71
- Online retailers’ platform-based Worry-Free-Shopping: Retailing strategy considering consumer valuation bias
  Transportation Research Part E: Logistics and Transportation Review, Vol. 167
- Collaborative consumption continuance: a mixed-methods analysis of the service quality-loyalty relationship in ride-sharing services
  26 July 2021 | Electronic Markets, Vol. 32, No. 3
- Understanding the Factors Influencing Repurchase Intention in Online Shopping: A Meta-analytic Review
  13 July 2022 | Vision: The Journal of Business Perspective, Vol. 17
- The Effect of Online Marketplace’ Specific Attributes and Neuroticism on Trust, E-Satisfaction and Local Skincare’ Repurchase Intention
- The Purchase Intention for Agricultural Products of Regional Public Brands: Examining the Influences of Awareness, Perceived Quality, and Brand Trust
  Mathematical Problems in Engineering, Vol. 2022
- The relationships between the satisfaction, value for money and repurchase intent constructs in the context of wine tasting room
  5 June 2022 | Journal of Wine Research, Vol. 33, No. 2
- Development and validation of a casino service quality scale: A holistic approach
  Tourism Management, Vol. 88
- From E-Satisfaction to E-Repurchase Intention: How Is E-Repurchase Intention Mediated by E-Satisfaction and Moderated by Traditional Shopping Attitudes?
  25 June 2022
- Value of High-Quality Distribution in Front Warehouse Mode Retailing
  Procedia Computer Science, Vol. 199
- Customer satisfaction basis for sustainable traditional authentic ethnic restaurants in Ilocos Sur
  11 November 2021 | International Journal of Research Studies in Management, Vol. 9, No. 4
- Applied Artificial Intelligence and user satisfaction: Smartwatch usage for healthcare in Bangladesh during COVID-19
  Technology in Society, Vol. 67
- Effectiveness of Loyalty Programs in Customer Retention: A Multiple Mediation Analysis
  29 April 2021 | Jindal Journal of Business Research, Vol. 10, No. 1
- Impacts of service quality on future intentions of loan purchase under the mediating of borrowers’ bank image and moderating Fatwa and Sharia supervisory board reputation
  1 April 2021 | International Journal of ADVANCED AND APPLIED SCIENCES, Vol. 8, No. 4
- Service quality, satisfaction and users’ continuance intention to use e-campus: A mediation analysis
  Journal of Physics: Conference Series, Vol. 1793, No. 1
- After the Revolution – New Opportunities for Service Research in a Digital World
  SSRN Electronic Journal, Vol. 29
- Innovations for potential entrepreneurs in service quality and customer loyalty in the hospitality industry
  Asia Pacific Journal of Innovation and Entrepreneurship, Vol. 14, No. 3
- Does quality stimulate customer satisfaction where perceived value mediates and the usage of social media moderates?
  Heliyon, Vol. 6, No. 12
- Enhancing e-platform business by customer service systems: a multi-methodological case study on Ali Wangwang instant message’s impacts on TaoBao
  24 July 2018 | Annals of Operations Research, Vol. 291, No. 1-2
- After the revolution – new chances for service research in a digital world
  Journal of Service Management, Vol. 31, No. 3
- A Study of Relationship Among Service Quality of E-Commerce Websites, Customer Satisfaction, and Purchase Intention
  International Journal of E-Business Research, Vol. 16, No. 3
- Development and validation of a scale measuring hotel website service quality (HWebSQ)
  Tourism Management Perspectives, Vol. 35
- Empirical Analysis of Call Center Load & Service Level for Shift Planning
  9 January 2020
- The Impact of Service Quality and Customer Satisfaction on Reuse Intention in Urban Rail Transit in Tianjin, China
  7 January 2020 | Sage Open, Vol. 10, No. 1
- Factors for Continued Interaction between the Kuwaiti Government and Citizens via Social Media Networks: A Proposed Model
- Consumer Loyalty Interfaces with Website Quality
  31 March 2020 | Management of Organizations: Systematic Research, Vol. 82, No. 1
- An assessment of e-service quality, e-satisfaction and e-loyalty
  South Asian Journal of Business Studies, Vol. 8, No. 3
- Linking Website Attributes of User-Generated Content to E-Behavioral Loyalty
  International Journal of Strategic Decision Sciences, Vol. 10, No. 4
- Usage and Impact of Information and Communication Technologies in Healthcare Delivery
  Lu Kong,
  Hessam Sadatsafavi,
  Rohit Verma
  20 September 2019 | Service Science, Vol. 11, No. 3
- Factors impacting customer satisfaction: an empirical investigation into online shopping in India
  6 May 2019 | Journal of Information Technology Case and Application Research, Vol. 21, No. 1
- The Role of Website Quality and Social Ties EWOM in E-Services Adoption

Volume 9, Issue 2

June 2017

Pages i-ii,91-180,BM3-BM4

Article Information

Supplemental Material

Metrics

Information

Received:February 16, 2016
Accepted:August 11, 2016
Published Online:May 01, 2017

Cite as

Urvashi Tandon, Ravi Kiran, Ash N. Sah (2017) Customer Satisfaction as Mediator Between Website Service Quality and Repurchase Intention: An Emerging Economy Case. Service Science 9(2):106-120.

https://doi.org/10.1287/serv.2016.0159

Keywords

PDF download

Available Issues

Available Issues

Available Issues

Available Issues

Customer Satisfaction as Mediator Between Website Service Quality and Repurchase Intention: An Emerging Economy Case

Supplemental Material

Volume 9, Issue 2

Article Information

Supplemental Material

Metrics

Information

Cite as

Keywords

Sign Up for INFORMS Publications Updates and News