TY  - JOUR
T1  - Customer Satisfaction and Repurchase Intention in Online Social
Network (OSN) Shopping Experience
AU - Siali, Fadilah AU - Mohammad Abdu Shakur, Mahani AU - Rasool, Shahid 
JO  - International Business Management
VL  - 11
IS  - 12
SP  - 2119
EP  - 2129
PY  - 2017
DA  - 2001/08/19
SN  - 1993-5250
DO  - ibm.2017.2119.2129
UR  - https://makhillpublications.co/view-article.php?doi=ibm.2017.2119.2129
KW  - Online social network
KW  -ECT
KW  -consumer confirmation
KW  -consumer satisfaction and repurchase intension
KW  -shopping
KW  -confirmation
AB  - Online shopping is one of the common and popular e-Commerce activities, since, it can be completed
with just a few clicks and the success online shopping depends on customer’s purchase continuance. The
purpose of this study is to examine the relationships between the customer expectation and perceived
performance with the customer satisfaction and repurchase in online social network shopping experience by
adapted Expectation Confirmation Theory (ECT) Model. A survey approach, using self-administered
questionnaire were distributed to 335 respondents in various popular spots in Malaysia capital city, Kuala
Lumpur to collect the primary data. The data was analyzed using structural equation modelling to determine the
consumer’s satisfaction and re-purchase intention in online shopping through the use of online social network.
The result reveals that confirmation is the strongest determinant of online shopping repurchase intention.
Perceived performance, expectation and satisfaction were also found to significantly affect the online shopping
experience and customer’s purchase continuance.
ER  -