Constellation, le dépôt institutionnel de l'Université du Québec à Chicoutimi

Résumé

This research uses self-determination theory to examine gamification, virtual-try-on technology (VTO), and e-logistics service quality(e-LSQ) as antecedents of customer satisfaction in the domain of online shopping. This research further examines customer satisfaction as predictor of repurchase intentions while theorizing Pay-on-delivery (POD) as a moderator between customer satisfaction and repurchase intention. Data were gathered using a self-administered questionnaire from online shoppers. The sample comprised of 634 respondents who had purchased products using VTO. The results confirmed VTO and e-LSQ as strong antecedents of customer satisfaction, which further leads to repurchase intention. Interestingly, gamification had insignificant influence on customer satisfaction. Further, POD moderated the relationship between customer satisfaction and repurchase intentions. This study is a preliminary attempt in the online context to evaluate POD and VTO as substantial factors stimulating online purchase using the SDT as a theoretical underpinning. A theoretical relationship among e-LSQ, VTO, and customer satisfaction is further demonstrated by the study.