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系統識別號 U0026-1904201613353200
論文名稱(中文) 網路線上購物再購意願之預測:以品質失驗,滿意度和企業社會責任的觀點
論文名稱(英文) Predicting Repurchase Intention for Online Clothing Brands in Taiwan: Quality Disconfirmation, Satisfaction, and Corporate Social Responsibility
校院名稱 成功大學
系所名稱(中) 企業管理學系
系所名稱(英) Department of Business Administration
學年度 104
學期 2
出版年 105
研究生(中文) 張信政
研究生(英文) Hsin-Cheng Chang
學號 R48991054
學位類別 博士
語文別 英文
論文頁數 106頁
口試委員 口試委員-康信鴻
口試委員-賴孟寬
指導教授-蔡惠婷
口試委員-吳萬益
口試委員-蔡明田
口試委員-莊立民
中文關鍵字 失驗  滿意  再購意願  企業社會責任 
英文關鍵字 Disconfirmation  Satisfaction  Repurchase intention  Corporate social responsibility 
學科別分類
中文摘要 本研究是在網上服裝品牌,從期望失驗理論的角度來檢驗影響客戶滿意和再購意願的前置因素。結合品質期望失驗理論與企業社會責任的概念,開發了一個擴展的模型來解釋再購意願。
研究結果顯示,線下功能失驗是用戶滿意的決定因素;然而,線上功能失驗,對用戶滿意的影響效果低;此外,無論用戶滿意與認知企業社會責任都會影響線上購物的再購意願。
英文摘要 Purpose – The present study aims to refine the updated DeLone and McLean (D&M) IS Success Model and determines the antecedents influencing satisfaction and repurchase intention of customer in light of the dramatic changes in information system (IS) practice, especially the advent and explosive growth of e-commerce. Extant research has mainly focused on the expectation disconfirmation effects of user motivations such as information quality (IQ), system quality (SYQ) and service quality (SEQ) on online purchase intention, and seldom considered the effects of product quality (PQ) and corporate social responsibility (CSR) on online clothing shopping. This research tries to fill the gap.

Design/methodology/approach -- This research developed an integrated model based on the concepts of expectation disconfirmation theory (EDT) and CSR in an effort to predict and explain repurchase intentions in an online shopping environment. The online survey yielded 524 valid responses out of 588 overall responses. Structural equation modeling (SEM) supported by AMOS16.0 software through path analysis was utilized to find causal links between the variables. This study was innovative in that it attempted to integrate both online features (IQ and SYQ) and offline features (SEQ and PQ) features into the EDT model. It also made an initial attempt to conceptualize and test a theoretical model of CSR that took repurchase intention into account.

Findings -- The findings indicate that disconfirmation of offline features are determinants of user satisfaction. However, disconfirmation of online features has low effect on user satisfaction. In addition, both user satisfaction and perceived CSR affects repurchase intention.

Originality/value -- The current research model revealed some interesting findings that were not discussed in previous research. The disconfirmation of offline features was a stronger predictor of satisfaction than the disconfirmation of online features. In addition, we found that satisfaction is not the only factor that plays an important role influencing consumer repurchase intention; CSR has a major influence as well. This finding contributes to a more robust picture of continued online shopping behavior.

Practical implications – The findings provided regarding IQ, SYQ, SEQ and PQ disconfirmation can help e-vendors examine whether their websites meet customer expectations. Thorough examination of ongoing online and offline interactions should allow companies to improve customer satisfaction in the realm of e-commerce, and entice customers to repurchase products. This study suggests that relevant industry enterprises can enhance consumer perception of CSR and awareness, so that consumers recognize the enterprise more readily, which in turn triggers actual purchase behavior.
論文目次 TABLE OF CONTENTS

Abstract……………………………………………………………………..Ⅰ

Acknowledgements…………………………………………………...Ⅳ

List of Table………………………………………………………………...Ⅸ

List of Figures………………………………………………………………Ⅹ

1. Introduction….…….…..…………….………………………….…….…...1
1.1 Research background and motivation………………………………........1
1.2 Research objectives……………………………….…...............................6
1.3 Research structure……………………………………………………......8

2. Literature Review ……………………………..........................................10
2.1 Information system success models………………………….…….……10
2.1.1 DeLone and McLean (D&M) IS Success Model……….....…………10
2.1.2 The Seddon’s model of user satisfaction……………………………..12
2.1.3 The Updated D&M IS Success Model..……………………………...14
2.2 Expectation disconfirmation theory……………………………………..18
2.3 Corporate social responsibility ...……………………………...…...…....24

3. Research Hypotheses, Design and Methodology………………………..30
3.1 The conceptual model ....………………………….…………..…….…..30
3.2 Research hypotheses ..………………………………………..................31
3.3 Development of the constructs, relationships and hypotheses..…………32
3.3.1 Quality disconfirmation………………………………………………32
3.3.2 Customer satisfaction…………………………………….…………...35
3.3.3 CSR to employees and customers…………………………...………..35
3.4 Development of survey instrument………………………….……...........38
3.5 Survey research and sample size ………………………………….……..40
3.6 Data analysis methods ……….……………………….…………….…. ..41
3.6.1 Descriptive Statistic Analysis…………………………………………42
3.6.2 Exploratory factor analysis……………………………………………42
3.6.3 Confirmatory factor analysis………………………………………….43
3.6.4 Choice of Statistical Analysis for Path Models………………….…....44
3.7 Sampling and data collection………………………………………….…...45

4. Data Analysis and Results…………………………………………………49
4.1 Measurement validity……………………….…………………………....50
4.2 Measurement model assessment ……………………………....................51
4.3 Structural model assessment and hypothesis testing………………….….55
4.4 Discussion and implications ……………………………………………..56
4.4.1 Discussion of the results……………………………………………....56
4.4.2 Theoretical implications……………………………………………....59
4.4.3 Practical implications………………………………………………….61
4.4.4 Limitations and future research………………………………………..64

5. Conclusions……………………………………………….…..……………66

References…………………………………………………… ………………67

Appendix A-1 Survey instrument……………………………………………..91
Appendix A-2 Original measurement items……………………….……….....95
Appendix B Normal Q-Q plots for all the constructs under research………..101
Appendix C Results of explanatory factor analysis……………………….....104
Appendix D Correlation matrix of total sample……………………………...105
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