Clicking twice: Key determinants of online repurchase intention among Malaysian Lazada users

This chapter investigates the factors that influence consumers’ decisions to repurchase from Lazada in Malaysia. Drawing on four established theories—Expectation Disconfirmation Theory (EDT), Theory of Planned Behavior (TPB), Technology Acceptance Model (TAM), and UTAUT2—the chapter proposes an integrated framework to explain online repurchase intention in a highly competitive e-commerce environment. Using a quantitative survey of Malaysian Lazada users, the findings reveal that price value and social influence are the strongest predictors of repurchase intention, followed by perceived usefulness and customer attitude. In contrast, customer satisfaction, perceived behavioral control, and ease of use are found to be baseline expectations rather than decisive factors. The chapter concludes that in a mature digital market like Malaysia, sustaining customer loyalty depends more on delivering strong value and leveraging social credibility than on basic platform functionality alone

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