Confirmation of Expectations and Satisfaction with an On-Line Service: The Role of Internet Self-Efficacy

Abstract

Customers’ intentions of reusing e-commerce websites for shopping has a major consequence for the website’s profitability; therefore, understanding the factors that influence a Web customer’s repurchase intentions is of great importance to e-commerce. This research represents a careful and systemic effort to incorporate factors from various distinct theories (SCT, TAM, and ECT), which will be examined in an integrated model within the context of Internet shopping repurchase intentions, and tested in a field study. Empirical data for hypotheses testing were collected, yielding 342 valid samples. The results suggest that users’ repurchase intention is determined by satisfaction and perceived usefulness. Users’ satisfaction is influenced by confirmation of expectation and perceived usefulness. Perceived usefulness, in turn, is influenced by confirmation, while confirmation is affected by Internet self-efficacy. Internet self-efficacy has been shown to have not a significant impact on perceived usefulness and confirmation.