Research on the Impact of Social E-commerce Service Quality on Customers'Repurchase Intentions
Based on the theory of social exchange,this paper constructs a conceptual model of the im-pact of social e-commerce service quality on customers'repeat purchase intentions mediated by custom-er engagement from the relationship between social e-commerce and customers.Empirical research re-sults indicate that social e-commerce service quality significantly and positively affects customer engage-ment and repurchase intentions.Customer engagement also exhibits a significant positive impact on re-purchase intentions.Customer engagement partially mediates the relationship between social e-com-merce service quality and repurchase intentions,while the type of social e-commerce platform plays a moderating role in the relationship between service quality and repeat purchase intentions.The study's findings contribute to the application of service quality in the field of social e-commerce,offering valu-able insights for social e-commerce businesses on how to effectively enhance service quality and conse-quently strengthen customer repurchase intentions.
social e-commerceservice qualitycustomer engagementrepurchase intentions
万方数据
维普
