The Relative Importance of Website Design Quality and Service Quality in Determining Consumers’ Online Repurchase Behavior

The results show that, compared with website design quality, service quality has significantly stronger effects on consumers' trust and satisfaction, both of which lead to their repurchase intention.

Abstract

Abstract Previous studies have found that website design quality is one main factor affecting consumers' initial online purchase behavior. For consumers' repurchase behavior, in addition to website design quality, service quality is another important factor. Which factor is more important in determining consumers' repurchase intention? Our results show that, compared with website design quality, service quality has significantly stronger effects on consumers' trust and satisfaction, both of which lead to their repurchase intention.