The impact of website quality on customer satisfaction and eWOM in online purchase intention: The moderating role of gender in risk-taking
Recently, social media marketing has become one of the most significant growth channels for many businesses. However, many companies are still unclear about using social media marketing to their advantage, particularly in an e-commerce environment. In this background, this study examines the effect...
| Main Authors: | , , , , |
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| Format: | Article |
| Language: | English |
| Published: |
Frontiers Media S.A.
2022-08-01
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| Series: | Frontiers in Psychology |
| Subjects: | |
| Online Access: | https://www.frontiersin.org/articles/10.3389/fpsyg.2022.945707/full |
| _version_ | 1818513090069659648 |
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| author | Uzman Saleem Su yi Muhammad Bilal Dan Ioan Topor Sorinel Căpuṣneanu |
| author_facet | Uzman Saleem Su yi Muhammad Bilal Dan Ioan Topor Sorinel Căpuṣneanu |
| author_sort | Uzman Saleem |
| collection | DOAJ |
| description | Recently, social media marketing has become one of the most significant growth channels for many businesses. However, many companies are still unclear about using social media marketing to their advantage, particularly in an e-commerce environment. In this background, this study examines the effect of website quality, consumer satisfaction, and eWOM on online purchase intention. An online survey was conducted with 789 online Chinese shoppers from four cities—Harbin, Shenyang, Guangzhou, and Shenzhen. Structural equation modeling (SEM) was used to analyze the hypotheses. The findings show that each variable had a high impact on eWOM with website quality (information quality, system quality, and service quality), which in turn positively increased consumer online purchase intentions in China's e-commerce business. Additionally, findings show a significant gender gap in online shopping behavior. This novel research provides several managerial guidelines that support managers in improving their business performance in the e-commerce industry. This research also highlighted some limitations. |
| first_indexed | 2024-12-10T23:56:10Z |
| format | Article |
| id | doaj.art-69b44345179c4af284fd7992f4242ed1 |
| institution | Directory Open Access Journal |
| issn | 1664-1078 |
| language | English |
| last_indexed | 2024-12-10T23:56:10Z |
| publishDate | 2022-08-01 |
| publisher | Frontiers Media S.A. |
| record_format | Article |
| series | Frontiers in Psychology |
| spelling | doaj.art-69b44345179c4af284fd7992f4242ed12022-12-22T01:28:36ZengFrontiers Media S.A.Frontiers in Psychology1664-10782022-08-011310.3389/fpsyg.2022.945707945707The impact of website quality on customer satisfaction and eWOM in online purchase intention: The moderating role of gender in risk-takingUzman Saleem0Su yi1Muhammad Bilal2Dan Ioan Topor3Sorinel Căpuṣneanu4School of Economics and Management, Harbin Engineering University, Harbin, ChinaSchool of Economics and Management, Harbin Engineering University, Harbin, ChinaSchool of Economics and Management, Anhui Polytechnic University, Wuhu, ChinaFaculty of Economic Sciences, 1 Decembrie 1918 University, Alba Iulia, RomaniaFaculty of Economic Sciences, 1 Decembrie 1918 University, Alba Iulia, RomaniaRecently, social media marketing has become one of the most significant growth channels for many businesses. However, many companies are still unclear about using social media marketing to their advantage, particularly in an e-commerce environment. In this background, this study examines the effect of website quality, consumer satisfaction, and eWOM on online purchase intention. An online survey was conducted with 789 online Chinese shoppers from four cities—Harbin, Shenyang, Guangzhou, and Shenzhen. Structural equation modeling (SEM) was used to analyze the hypotheses. The findings show that each variable had a high impact on eWOM with website quality (information quality, system quality, and service quality), which in turn positively increased consumer online purchase intentions in China's e-commerce business. Additionally, findings show a significant gender gap in online shopping behavior. This novel research provides several managerial guidelines that support managers in improving their business performance in the e-commerce industry. This research also highlighted some limitations.https://www.frontiersin.org/articles/10.3389/fpsyg.2022.945707/fulle-commercewebsite qualitycustomer satisfactioneWOMChinese consumersrisk-taking in gender |
| spellingShingle | Uzman Saleem Su yi Muhammad Bilal Dan Ioan Topor Sorinel Căpuṣneanu The impact of website quality on customer satisfaction and eWOM in online purchase intention: The moderating role of gender in risk-taking Frontiers in Psychology e-commerce website quality customer satisfaction eWOM Chinese consumers risk-taking in gender |
| title | The impact of website quality on customer satisfaction and eWOM in online purchase intention: The moderating role of gender in risk-taking |
| title_full | The impact of website quality on customer satisfaction and eWOM in online purchase intention: The moderating role of gender in risk-taking |
| title_fullStr | The impact of website quality on customer satisfaction and eWOM in online purchase intention: The moderating role of gender in risk-taking |
| title_full_unstemmed | The impact of website quality on customer satisfaction and eWOM in online purchase intention: The moderating role of gender in risk-taking |
| title_short | The impact of website quality on customer satisfaction and eWOM in online purchase intention: The moderating role of gender in risk-taking |
| title_sort | impact of website quality on customer satisfaction and ewom in online purchase intention the moderating role of gender in risk taking |
| topic | e-commerce website quality customer satisfaction eWOM Chinese consumers risk-taking in gender |
| url | https://www.frontiersin.org/articles/10.3389/fpsyg.2022.945707/full |
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