With the popularity and convenience of the Internet, people change their consumption patterns and enhance the growth of electronic commerce. In order to maintan customer loyalty, online shopping web not only should provide an excellent web quality but also should pay attention to the repairs of service failure.
This research,based on IS success Model, discuss about the relationship between web quality and service failure along with consumer’s repurchase desire after receiving compensation. This research takes on questionnaire survey, including people with experiences of online shopping as participants. Empirical research is used in this research and the online shoppers are asrespondents. The internet questionnaires are used to collect data and 280 questionnairesare valid. The statistical analysis showed that there is an obvious negative relationship between system /information /service quality and service failure. In addition, service failure has an obvious positive effect on service recovery, also as service recovery to repurchase intention.
It is suggested that online shopping website establishers should work on system quality of their websites, improving quality of service, and providing appropriate compensation for their service failure. Thus, repurchase intention of consumers could be effectively improved.
