Antecedents of customer satisfaction in repurchase intention in the electronic commerce environment

Abstract

Customer satisfaction in the electronic commerce environment has been conceptualized in a variety of ways. Studies in this area remain broad and appear relatively fragmented. This in part sets the motivation for the research. The aim of this paper is to identify the antecedents of customer satisfaction in repurchase intention in the electronic commerce environment. Searches were performed for relevant literature in online databases. Four theories i.e. the Expectation Confirmation Theory (ECI), Expectancy Disconfirmation Theory (EDT), Technology Acceptance Model (TAM) and Service Quality model (SERVQUAL) have been commonly used to explain antecedent of customer satisfaction in repurchase intention. Some other antecedents were also discussed in the paper.