Affect Repurchase Intention Research Articles

The Mediating Roles of Customer Trust and Satisfaction in E-Service Quality and the Repurchase Intention Relationship

The rapid growth of information technology and the internet has changed how the company runs its business. In an increasingly competitive business environment, gaining and increasing market share is a priority for companies in the E-Commerce industry. The study aims to determine the impact of E-Service Quality on Repurchase Intention, mediated by Customer Trust and Customer Satisfaction on E-Commerce users. The data is processed using a quantitative approach using the SEM-PLS method. The validity and reliability tests are first performed to determine the validity of the data, followed by the analysis of Structural Equation Modelling to determine the direct and indirect effect between research variables. Research results show that E-Service Quality significantly affects Customer Trust and Customer Satisfaction. In addition, Customer Trust and Customer Satisfaction significantly affect Repurchase Intention. Furthermore, E-Service Quality does not directly have a significant effect on Repurchase Intention. However, E-Service Quality indirectly affects Repurchase Intention through Customer Trust and Customer Satisfaction. Based on the research results, E-Commerce users make online repurchases not only based on the quality of the service received but also on the consumer's trust and satisfaction generated by the product or brand offered, which can significantly increase consumer repurchasing.

Determining Key Factors of Customer Satisfaction and Repurchase Intention for Azarine Cosmetic on Shopee

With the development of the beauty industry, especially in the realm of local products, companies need to maintain customer loyalty. This study aims to evaluate the relationship between EWOM, brand image, product quality, and price perception that influence repurchase intentions and their impact on customer satisfaction of the Azarine Cosmetic brand on the Shopee platform. Using a quantitative approach, this study involved 135 respondents in Jabodetabek who have used Azarine products and purchased them on Shopee at least once. The data analysis method used was Structure Equation Modeling-Partial Least Squares (SEM-PLS). The study results indicate that product quality and price perception have a significant impact on customer satisfaction and repurchase intention. Meanwhile, EWOM and brand image do not have a significant impact on customer satisfaction and repurchase intention. Customer satisfaction also significantly affects repurchase intention. Customer satisfaction partially mediates the relationship between product quality and repurchase intention, but does not mediate the relationship between EWOM, brand image, and price perception on repurchase intention.

Peran Kepercayaan dan Kepuasan Pengguna sebagai Pemediasi Pengalaman Belanja Online terhadap Niat Beli Ulang (Studi pada Pengguna Aplikasi TikTok Shop)

This study is unique in its focus on TikTok Shop users in Bali Province, aiming to explain the role of trust and customer satisfaction in mediating the influence of online shopping experience on repurchase intention. The study used a non-probability sampling method, especially purposive sampling, with 163 respondents. The analysis technique used in this study is Partial Least Square (PLS). The study's results indicate that online shopping experience and customer satisfaction positively and significantly affect repurchase intention. However, trust has a negative and insignificant effect on repurchase intention. Customer satisfaction is significantly able to mediate the influence of online shopping experience on repurchase intention, but customer trust is not able to act as a mediator of the influence of online shopping experience on repurchase intention. Therefore, TikTok Shop must pay attention to customers' trust, experience, and satisfaction in online shopping.

The components of perceived quality and their influence on online re-purchase intention

Purpose This study aims to understand holistic consumer perceptions of quality and their effect on re-purchase intentions by measuring the latent characteristics of online Amazon reviews. Design/methodology/approach Data was collected from entries in the Amazon customer review data set, which explicitly mentions quality, economic evaluation and future purchase intention. The analyses included natural language processing, structural topic modeling and econometric analysis. The study used real-time customer reviews to determine the overall perceived quality, the impact of perceived quality on re-purchase intention and the mediating roles of price consciousness and customer satisfaction. Findings Consumers’ perception of overall quality includes product- and service-related dimensions. Perceived quality influences re-purchase intentions through the mediating role of customer satisfaction. While price consciousness impacts the link between perceived quality and customer satisfaction, it does not affect re-purchase intention. Practical implications The managerial implications emphasize multiple dimensions of quality in the online environment and the role of customer satisfaction in consumers’ online re-purchase intentions. The results also illustrate that price effects are insignificant in influencing re-purchase intentions. Thus, while price cuts may encourage initial purchases, quality and customer satisfaction are vital to stimulate re-purchase. Originality/value The e-commerce literature lacks a comprehensive and rigorous understanding of the components of consumers’ perceived quality. This research develops a thorough understanding of what impacts overall e-commerce quality based on real-time customer reviews, avoiding the biases arising from traditional methods, including surveys.

The Influence of User Experience, Sytem Quality, and Product Quality on Repurchase Intention with User Satisfaction as an Variabel Intervening Among Uniqlo App User

This study aims to assess and analyze how user experience, system quality, and product quality impact repurchase intention, mediated by user satisfaction, among UNIQLO app users. The population includes UNIQLO app users in Medan City, although the exact number is not specified. A sample of 220 respondents was selected, and the analysis was conducted using the SEM-PLS method. Findings reveal that both user experience and product quality have a direct, positive, and significant effect on user satisfaction and repurchase intention. System quality also has a direct, positive, and significant impact on user satisfaction, but its direct influence on repurchase intention is positive yet not significant. Indirectly, user experience, system quality, and product quality positively and significantly affect repurchase intention through user satisfaction among UNIQLO app users.

THE INFLUENCE OF EASE OF USE, TRUST AND E-SERVICE QUALITY ON REPURCHASE INTENTION OF CARE & BEAUTY PRODUCT IN E-COMMERCE WITH E-SATISFACTION AS AN INTERVENING VARIABLE

The development of the internet in Indonesia has spurred rapid growth in the e-commerce industry. However, Tokopedia and Lazada saw a significant decline in 2023. This study analyzes the relationships between ease of use, trust, and e-service quality on repurchase intention, with e-satisfaction as a mediating variable for these platforms in DKI Jakarta. A quantitative associative approach was employed, using primary data from questionnaires distributed to 253 users who purchased care and beauty products in the past three months. The non-probability sampling technique used was a lateral purposive method with a cross-sectional time span. PLS-SEM results indicated that ease of use and trust do not affect repurchase intention but influence e-satisfaction. E-service quality impacts both repurchase intention and e-satisfaction, while e-satisfaction affects repurchase intention. However, e-satisfaction does not mediate ease of use or trust in relation to repurchase intention, highlighting the need for innovations to meet consumer needs.

Understanding the dynamics of customer satisfaction and repurchase intentions in the era of platform service supply chain – a case study of Foodpanda in Pakistan

ABSTRACT This study investigates the evolving restaurant sector in Pakistan, highlighting the significant role of Platform Service Supply Chains (PSSC) facilitated by food ordering apps like Foodpanda. Understanding PSSC is essential for businesses to thrive in the digital age and effectively manage the dynamics of digital service delivery. Foodpanda exemplifies a complex multi-stakeholder ecosystem that involves intricate technology integration, logistics challenges, robust data management, and a continuous need for innovation in a competitive market. This research aims to identify the key factors driving customer satisfaction and repurchase intention in this dynamic environment, acknowledging the transformative impact on consumer behavior. It also examines how health consciousness and food safety concerns influence these relationships in Pakistan. The study employs an integrated model based on the Theory of Planned Behaviour (TPB) and the Unified Theory of Acceptance and Use of Technology (UTAUT), collecting data from a convenient sample of Foodpanda app users. Using structural equation modeling, the findings highlight critical determinants such as effort expectancy, perceived usefulness, information quality, perceived risk, social influence, and trust in shaping customer satisfaction. This satisfaction, in turn, positively affects repurchase intention. Importantly, the study reveals that health consciousness and food safety concerns negatively impact the positive relationship between customer satisfaction and repurchase intention. The paper contributes theoretically by exploring customer behavior intricacies within the PSSC framework and offers practical insights for researchers and professionals in the food app industry. However, it acknowledges limitations, such as the use of a convenient sample, and suggests avenues for further research in this growing field.

The Effect Of Live Streaming Selling And Product Quality On Women's Fashion Repurchase Interest At Shopee

Online selling is nothing new in today's marketing system. Many people have been shopping online since they became familiar with the internet, so after the pandemic ended, people are already too comfortable with shopping online. In buying and selling products, the most common transaction is social networks such as Shopee because this application makes it easy for sellers to have a web page that can be connected to share information and communicate between sellers and buyers. Live Streaming has become a new trend in online shopping and the high competition for product quality is something that must be considered by sellers. The purpose of this study is to determine and explain the effect of live streaming selling and product quality on repurchase interest in women's fashion at Shopee. This research uses quantitative methods. Collecting questionnaire data with a Likert scale and using SmartPLS (Partiqal Least Squares) software to analyse the data. The results showed that live streaming sales affect repurchase intention and product quality does not affect repurchase intention in fashion products at Shopee.

Dampak Persepsi Harga terhadap Minat Beli Ulang melalui Kepuasan Konsumen pada Luwak White Koffie di Kota Bandung

This study aims to explore the impact of price perception on repurchase intention through consumer satisfaction at Luwak White Koffie in Bandung City. A quantitative approach was used by collecting primary data from 120 respondents through a questionnaire. Data analysis was carried out by validity testing, reliability testing, classical assumption testing, and linear regression using SPSS version 26 software. The results showed that price perception has a positive effect on consumer satisfaction, which in turn affects repurchase intention. In addition, consumer satisfaction acts as a mediator between price perception and repurchase intention. These findings reveal the importance of paying attention to price perception and consumer satisfaction in increasing repurchase intention. Keywords: Consumer Satisfaction, Repurchase Intention, Price Perception

Pengaruh Brand Trust dan Brand Loyalty terhadap Repurchase Intention pada Produk Cat Avian di Gresik

. With the development of the era that is increasingly advanced, companies need to make effective marketing plans to excel in business competition. In marketing planning there are several factors that are considered such as Brand Trust and Brand Loyalty that affect Repurchase Intention. The purpose of the study was to determine the effect of brand trust and brand loyalty partially and simultaneously on repurchase interest in Avian paint product customers in Gresik. The type of research used in this study is explanatory research. This study uses a quantitative approach. The sample population was 100 consumers of Avian paint products in Gresik. The method used in sampling was non-probability sampling and purposive sampling techniques. The research instrument used a questionnaire. The data analysis technique used was multiple linear regression analysis. The results of the analysis can be concluded that brand trust has a partial effect on repurchase interest; and brand loyalty has a partial effect on repurchase interest; while Brand Trust and Brand Loyalty have a simultaneous effect on Repurchase Interest in Avian Paint Product Customers in Gresik

EFFECT OF SWITCHING COST ON REPURCHASE INTENTION: A MEDIATION MODEL

As switching costs increases, customers may be more inclined to stick with their current provider because switching to another provider may require additional effort and cost. This may create a barrier for customers to protect their existing portfolios, which may affect repurchase intentions. The purpose of the study was to examine the mediating role of communication and perceived value in the relationship between switching cost and repurchase intention in private health insurance sector. The study designed as cross sectional and the data was collected from 314 private health insurance policy owners in a city of Türkiye. Using an online survey, participants completed self-report measures of switching cost, repurchase intention, communication and perceived value. The results showed that switching cost was a predictor of repurchase intention. Additionally, communication and perceived value significantly affected repurchase intention. Furthermore, communication and perceived value mediated the relationship between switching cost and repurchase intention. Communication and perceived value as crucial factors in mitigating the impact of switching cost on repurchase intention. Reducing the negative impact of switching costs is possible by maintaining strong communication and increasing the perceived value.

Brand Image and Satisfaction Drive Repurchase Intentions, While Ambassadors Fail in Indonesia

This study investigates the impact of Brand Image, Brand Ambassador, and Consumer Satisfaction on repurchase intention for Scarlett Whitening products in Sidoarjo. Using a quantitative approach, data were collected from 96 respondents through questionnaires and analyzed using multiple linear regression with SPSS 16.0. The results show that both Brand Image and Consumer Satisfaction positively and significantly affect repurchase intention, while Brand Ambassador does not. These findings highlight the importance of enhancing brand image and consumer satisfaction to encourage repeat purchases. Companies should prioritize these areas to maintain customer loyalty and drive sales. Highlight: Brand Image: Significantly boosts repurchase intention for Scarlett Whitening products. Consumer Satisfaction: Crucial for encouraging repeat purchases. Brand Ambassador: Does not significantly influence repurchase intention. Keyword: Brand Image, Brand Ambassador, Consumer Satisfaction, Repurchase Intention, Scarlett Whitening

Proposed Marketing Strategy to Increase Repurchase Intention of Brand.ABC

This study aims to determine the extent to which Customer Satisfaction can affect Brand Loyalty. Customer Satisfaction can affect Repurchase Intention, and Brand Loyalty can affect Repurchase Intention at Brand ABC The sample of this research is 309 customer respondents who have purchased products at Brand ABC In this study, the authors used data collection methods through interviews and questionnaires. The data analysis technique in this study uses a validity test, reliability test and Structural Equation Modelling Partial Least Square (SEM-PLS) test. From the SEM-PLS test results obtained, BL = 0.981 CS + E1 and RI = -0.220 CS + 1.194 BL + E2., There is a strong and statistically significant positive influence between Customer Satisfaction and Brand Loyalty of Brand ABC customers. In addition, there is a strong and statistically significant negative influence between Customer Satisfaction and Repurchase Intention. Meanwhile, Brand Loyalty of Brand ABC customers has a positive and significant effect on their future Repurchase Intention.

AI 추천서비스 기반 상품구매 경험자의 자기결정성이 소비만족 및 재구매의도에 미치는 영향

Background/Objec tives: This study explores the relationship between consumption satisfaction and repurchase intention within the context of artificial intelligence(Al) recommendation services, using three self- determination factors(autonomy, competence, relatedness). It further investigates the moderating influence of consumers' gender and age on these relationships. Methods: : An online survey was administered to consumers who had purchased products based on Al recommendation services within the past year. Data from 200 respondents were analyzed using SPSS and AMOS software. Results: 1) Autonomy and competence in self-determination had a significant positive effect on consumption satisfaction. 2) Self-determination did not significantly affect repurchase intentions. 3) Consumption satisfaction exhibited a positive effect on repurchase intention. 4) Age was found to moderate the relationship between self-determination, consumption satisfaction, and repurchase intention, with significant effects observed across age groups, except for individuals in their 20s. 5) Gender was found to have no significant moderating effect m the relationship between self-determination, consumption satisfaction, and repurchase intention. Conclusion/Implications: This study enriches the academic discourse on AI services by examining consumers' perceptions within the online shopping field in terms of self- determination. It elucidates the impact of self-determination on consumption satisfaction and repurchase intention. It also underscores the significance of consumers' competence in shaping the online shopping environment, offering practical insights for service enhancement.

What makes viewers loyal toward streamers? A relationship building perspective and the gender difference

PurposeCultivating loyal customers is a pressing concern for streamers. The present study investigates how to build interpersonal relationships with streamers and whether different interpersonal relationship factors lead to repurchase intention and WOM intention in live streaming commerce. The moderating effect of gender is also examined.Design/methodology/approachA self-administered questionnaire was completed by 429 live streaming commerce users in mainland China. Partial least squares structural equation modeling was used to test the research hypotheses.FindingsThe results indicate that all four streamer attributes (expertise, authenticity, attractiveness, and homophily) have a positive influence on swift guanxi, and swift guanxi is effective in predicting both calculative commitment and affective commitment. In addition, all interpersonal relationship factors (swift guanxi, calculative commitment, and affective commitment) significantly affect repurchase intentions, with only affective commitment being linked to WOM intention. Also, the moderating role of gender was confirmed in expertise – swift guanxi, attractiveness – swift guanxi, cognitive commitment – repurchase intention and affective commitment – repurchase intention linkages.Originality/valueThis paper contributes to the live streaming commerce literature by integrating swift guanxi, calculative commitment, and affective commitment to understand the repurchase intention and WOM intention from the relationship-building process perspective. In addition, this paper enriches the source credibility and source attractiveness models by identifying gender boundaries on the effectiveness of these models in predicting swift guanxi.

Factors Affecting Repurchase Intention

This research endeavors to scrutinize the determinants influencing consumers' satisfaction for repurchasing intention on the Shopee platform, with customer satisfaction posited as an intermediary variable. Employing a quantitative methodology, data from respondents were collected through a google form survey. The sampling strategy involved convenience sampling, yielding a cohort of 102 participants. Data analysis was executed using a partial least squares structural equation model (PLS-SEM), validated through SmartPls 3.0. The findings indicated that delivery service, brand reputation, and cashback promotions exerted a favorable impact on customer satisfaction, thereby positively influencing repurchase intentions. Moreover, customer satisfaction emerged as a mediating factor in the correlation between service delivery and repurchase intentions, as well as between cashback promotions and repurchase intentions.

Elucidating drivers of repurchase intention in the e-marketplace through the lens of online trust-building mechanisms

Indonesia has low e-commerce transactions despite high internet usage. This study examines the e-repurchase intention on Lazada Indonesia, an e-marketplace with declining traffic and sales. This study uses the perceived usefulness of institutional-based mechanisms, the perceived usefulness of seller-based mechanisms, and the perceived usefulness of experience-based mechanisms to examine how trust in the e-market and e-seller affect repurchase intention. This quantitative study includes 231 Lazada Indonesia customers from the past three months (the survey was conducted in January 2023). The data were statistically analyzed with partial least squares structural equation modeling (PLS-SEM). 43.72% of the respondents shop one to three times a month, 42.42% – more than three times per month, and 13.85 – less than once per month. Trust in the e-marketplace increased when participants believed institutional-based processes were beneficial (with a beta value of 0.272 and a P value of 0.000) and seller-based mechanisms were valuable (with a beta value of 0.509 and a P value of 0.000). In terms of trust in the e-seller, only the perceived usefulness of seller-based mechanisms has a significant effect (with a beta value of 0.567 and a P value of 0.000), while the perceived usefulness of experience-based mechanisms has no effect. This study has also shown that e-seller trust significantly affects repurchase intention. Finally, with a beta value of -0.055 and a P value of 0.046, e-marketplace trust negatively moderates the relationship between e-seller trust and repurchase intention. Thus, e-marketplace trust can replace e-seller trust in customer repurchase intentions. AcknowledgmentThis study is conducted with the support of Universitas Multimedia Nusantara.

Factors that Affect the Level of Customer Satisfaction and Repurchase Intention on Tokopedia

This study investigates the roles of various factors such as Customer Service, Shipping, Tracking, Returns, Sales Promotion, Customer Satisfaction, and Repurchase Intention within the Tokopedia E-Commerce application. Data collection took place over a week, from July 13 to July 20, 2023, with a sample size of 144 respondents. The research employed a descriptive research design and gathered empirical data through online surveys. Structural Equation Modeling was utilized to analyze the data and test several hypotheses. Findings indicate that Customer Service and Tracking do not significantly impact Customer Satisfaction, whereas Shipping, Returns, and Sales Promotion positively influence Customer Satisfaction. Additionally, Customer Satisfaction positively affects Repurchase Intention. The managerial implication suggests that optimizing Customer Service and Tracking could enhance Repurchase Intention. Future research may explore different samples and incorporate additional variables.

Enhancing Customer Trust and Value for E-Commerce Sustainability

The rapid growth of online shopping in e-commerce applications emphasizes the role of after-delivery services provided by online sellers in gaining trust, satisfaction, and repurchase intention. Good after-delivery service and positive customer perceived value contribute to creating customer trust, which also affects repurchase intention. This paper aims to analyze the effect of after-delivery service, customer perceived value, and customer satisfaction on trust to increase repurchase intention. This research was conducted in Jakarta with a causality descriptive research design using a quantitative approach and purposive sampling technique. Data was collected from 291 respondents who have used e-commerce applications. The conceptual model underwent an analysis utilizing SEM (Structural Equation Modeling). Research results reveal that after-delivery service impacts customer trust and customer satisfaction positively. Customer perceived value impacts customer trust and satisfaction positively, and customer satisfaction positively impacts customer trust. Customer trust and customer satisfaction positively impact repurchase intention. After service delivery, customer perceived value positively impacts repurchase intention, which is mediated by customer satisfaction. Furthermore, after delivery service, customer satisfaction and perceived value positively impact repurchase intention mediated by customer trust.

Analysis of The Influence of Price, Digital Advertising and E-Service Quality on Digital Repurchase Intention of Online Travel Platform Users

This study aims to assess the effects of price, e-service quality, and advertising on online travel agent users' propensity to repurchase. Convenience sampling was used to select 100 respondents to serve as study participants, giving us the research sample. Through observations, questionnaires, and interviews, we gathered data. The primary technique for data analysis employed by the researchers was multiple linear regression, and they employed a descriptive study design. Important results show that repurchase intention is significantly influenced by advertising. The price variable, which exhibits a strong influence on repurchase intention, experiences the same phenomenon. Repurchase intention is also significantly influenced by the quality of the e-service. These findings corroborate the hypothesis that consumers of online travel agencies have a propensity to repurchase based on factors such as price, advertising, and e-service quality. Additionally, the study's findings show that the combination of these three factors pricing, e-service quality, and advertising significantly affects repurchase intention. This suggests that consumers repurchase intentions on the online travel agent platform can be raised by a clever combination of advertising-based promotion, competitive pricing, and high-quality online services. The development of marketing and customer service initiatives in the online travel agency sector can benefit greatly from these findings.