The Mediating Role of Customer Trust in the Relationship Between Online Platform Quality Dimensions and Repurchase Intention
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Abstract
This study examines how different dimensions of online platform quality influence repurchase intention through the mediating role of customer trust. Using survey data and multiple regression analysis, the results show that only information quality, service support quality, and security and privacy significantly predict trust and repurchase intention, while system quality and user interface quality have no direct impact. Customer trust demonstrates a strong mediating effect, indicating that trust is the primary mechanism linking platform evaluations to loyalty behaviors. The study refines digital commerce theory by highlighting the heterogeneous contributions of platform quality dimensions and provides practical guidance for platform operators to strengthen trust through accurate information, responsive service, and robust security. Limitations and future research directions are discussed.
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