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政大機構典藏 > 商學院 > 資訊管理學系 > 會議論文 > Item 140.119/78979

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Title:	Examining the antecedents of repurchase intention in convenience stores: A perspective of expectation-disconfirmation theory
Authors:	Li, Eldon Y;Hsiao, J.C.-C. 李有仁
Contributors:	資訊管理學系
Keywords:	Convenience stores;Expectation-disconfirmation theory;Repurchase intention;Service Quality;Electronic commerce;Quality of service;Customer satisfaction
Date:	2009
Issue Date:	2015-10-16 15:34:10 (UTC+8)
Abstract:	The density of convenience stores in Taiwan is the highest in the world. In a convenience store context, this study attempts to examine the relationship between service quality, customer satisfaction and repurchase intention, as well as the impact of customer familiarity with employees on customer satisfaction and repurchase intention. The result indicated that expectation had direct effect on service quality. The result also showed that service quality was positively related to disconfirmation. As expected, there were interrelationships among service quality, satisfaction, and repurchase intention. Moreover, customer familiarity with employees had positive, direct influence on both satisfaction and repurchase intentions.
Relation:	Proceedings of the International Conference on Electronic Business (ICEB),1001-1007
Data Type:	conference
Appears in Collections:	[資訊管理學系] 會議論文

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