Title: The impact of new e-retailer's policy information on post-purchase services towards customer satisfaction
Authors: E. Noble Kennedy; Goutam Kumar Kundu
Addresses: VIT Business School, VIT University, Vellore, Tamilnadu 632014, India ' VIT Business School, VIT University, Vellore, Tamilnadu 632014, India
Abstract: The purpose of the study is to examine the relationship between the policy information and post-purchase services towards customer satisfaction that influences repeat purchase intention of the new e-retailers in India. Using SmartPLS 3 structural equation modelling software, authors present an enhanced model based on the survey from the customers who had the online purchase experience from new e-retailers. It extends from the previous past studies from post-purchase studies that affect customer satisfaction and repeat purchase intention. The result of the study shows that policy information (policy clarity, policy fairness, and policy trust) improves the post-purchase services (customer support, delivery service, delivery tracking, and product return) and significantly adds value to customer satisfaction and influence repeat purchase intention. The contribution of this study is as follows: it first identifies the variables having relevance to the policy information of new e-retailers; second, it evaluates the impact of e-retailers policy information that promises and encourages post-purchase services; third, proposes a significant measure of model extension with the relationship between policy information and post-purchase services towards customer satisfaction.
Keywords: e-retailer; supply chain; post-purchase; policy information; customer satisfaction; repeat purchase intention.
International Journal of Electronic Marketing and Retailing, 2022 Vol.13 No.3, pp.360 - 389
Received: 10 Aug 2020
Accepted: 24 Feb 2021
Published online: 05 Jul 2022 *