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Zeithaml, V.A. (2000) Service Quality, Profitability, and the Economic Worth of Customers: What We Know and What We Need to Learn. Journal of the Academy of Marketing Science, 28, 67-85.
http://dx.doi.org/10.1177/0092070300281007

has been cited by the following article:

• TITLE: Empirical Study of Influential Factors of Online Customers’ Repurchase Intention

  AUTHORS: Yuping Li

  KEYWORDS: Perceived Ease of Use, Perceived Usefulness, Customer Satisfaction, Customer Trust, Perceived Enjoyment

  JOURNAL NAME: iBusiness, Vol.8 No.3, September 13, 2016

  ABSTRACT: There is not a unanimous conclusion about the influential elements of online customers’ repurchase intention. We established a concept model and discussed how utilitarian values (perceived ease of use and perceived usefulness), social values (satisfaction and trust) and the hedonic value (perceived enjoyment) directly and indirectly influenced customers’ repurchase intention in the context of online shopping. It adapted questionnaire to collect data and testified the hypothesis by structural equation model. The results showed that perceived usefulness, online customers’ satisfaction and perceived enjoyment had significantly positive impact on online customers’ repurchase intention. Moreover, we found that compared with utilitarian factors, the hedonic factor had a stronger positive impact on repurchase intention.