| dc.description.abstract | This research validates the effects of pre- and post-service encounter performance on the customer satisfaction and repurchase intention in online contexts. There will be two phases of service performance, they are pre- and post-service performance and affect to customer evaluation of Mizutiki.vn.
The quantitative methodology is applied in this study by surveying with questionnaires. After colleting primary data, the effects will be analyzed by factor analysis and structural equation modelling in order to identify how the pre- and post-service encounter performance affect to customer satisfaction and repurchase intention.
The results confirm the hypotheses of the study, it is meaning to say that both pre- and post-service performance affect significantly on customer overall satisfaction and repurchase intention.
This study has limitation on the factors that might impact to customer repurchase intention and it seems no impact at all for post-service performance on customer satisfaction.
The findings of this research could be used for further researchers and Mizutiki.vn’s business owners as well as other online stores in terms of improving their service performance to win the customer satisfaction and attract them to repurchase their shop.
Keywords: online shopping, dissonance, customer satisfaction, repurchase intention, service performance. | en_US |
