Customer Intention Research Articles

A Study on Korean Customers’ Intentions to Repurchase for the Sustainable Growth of the Athleisure Market

The athleisure market has experienced significant growth in recent years, establishing itself as a mainstream trend in the fashion industry. Given the escalating demand for athleisure wear, businesses must secure sustainable growth by comprehending customer intentions to repurchase. This study conducted a survey to collect customer data in order to study customers’ intentions to repurchase athleisure wear. Additionally, survey questions were developed through a literature review and incorporated into the survey. To determine the suitable sample size for the analysis while considering statistical significance, the study took into account the current total population of South Korea, a confidence level of 95%, and a margin of error of 5%. This calculation determined that a sample size of 400 in this study was well-suited to the data analysis. In a study investigating customer intentions to repurchase athleisure wear, several influential factors were identified. Firstly, the purpose of product use (motivation for wearing) and functionality emerged as critical determinants affecting customer intentions to repurchase. Customers who perceived a clear purpose of use and functional excellence were more inclined to repurchase, underscoring the paramount importance of designing athleisure products with a strong focus on functionality. Nevertheless, it was observed that male and female customers exhibited distinctive levels of satisfaction with the product. Male customers placed greater emphasis on the product’s essential attributes, whereas female customers highlighted the importance of how athleisure wear fits into their everyday lives and its aesthetics. This divergence indicates that male and female customers possess varying preferences when it comes to product attributes. Consequently, it is imperative to devise tailored marketing strategies that align with the distinct priorities and interests of male and female consumers during the sale of athleisure wear products. In summary, this study underscores the significance of comprehending customer behavior and intentions to repurchase within the athleisure market. By prioritizing the articulation of the product’s purpose and enhancing its functionality, businesses operating in the athleisure sector can secure enduring growth and success.

Determinants affecting customer intention to use chatbots in the banking sector

The study aims to analyze the factors that influence customers’ inclination to utilize chatbots in banking services. The paper employed the technology acceptance model and utilized structural equation modeling to examine the factors affecting consumers’ willingness to embrace chatbot services. The survey evaluated various determinants, including perceived usefulness, perceived ease of use, trust, privacy concerns, and customer satisfaction. Data were collected from 250 bank customers in the Bombay region of India through an online survey employing a random sampling method. The collected data were analyzed using IBM SPSS AMOS. This study identifies the aspects of chatbot technology in the banking sector, such as user interface, content, security, and convenience, that influence customers’ decisions to adopt this innovative technology. The results of the analysis revealed path coefficients indicating a significant relationship between information security and perceived usefulness (β = 0.286; p = 0.005) and between perceived usefulness and intention to use (β = 0.489; p < 0.001). Additionally, the path coefficients for design, security, and facilitating conditions were β = 0.281, β = 0.193, and β = 0.136, respectively, all of which held nearly equal significance in the study. The inter-correlations among the variables ranged from 0.346 to 0.854 and were statistically significant. In the banking sector, customers’ intention to use chatbots is influenced by convenience, efficiency, trust, and personalized experiences. Customers are more likely to embrace chatbots when they provide seamless support and tailored solutions, ultimately enhancing customer satisfaction and engagement. AcknowledgmentThis study is supported via funding from Prince Sattam Bin Abdulaziz University project number (PSAU/2023/R/1445).

FACTORS INFLUENCING CONSUMER PURCHASE INTENTION TOWARDS GREEN COSMETICS PRODUCTS AMONG YOUNG CONSUMERS IN MALAYSIA

The purpose of this study is to investigate the intentions of young customers to purchase green cosmetics. The recent environmental challenges on a global scale which increase consumer awareness of the significance of an eco-friendly consumption pattern for the preservation of the natural environment become the motivation for this study. Based on the Theory of Planned Behaviour, subjective norm, attitude, environmental knowledge and altruism were assumed to have influence on purchasing intention. Data was collected using online survey and to test the hypotheses, the multiple regression technique was applied. Subjective norm, attitude, and altruism are found to have positive influence on purchase intention of ecological friendly cosmetics. While environmental knowledge has a negligible effect on the intention to purchase ecological friendly cosmetics. The study’s findings are based on responses to a questionnaire among students at a university. There is limitation on generalization on its findings as the sample may not reflect the general population of young consumers. The study provides a new insight into young consumer purchase intention towards green cosmetics. Cosmetic manufacturers can increase green cosmetics utilisation by enhancing the overall quality of the product and focusing on responding to consumer environmental concerns.

Understanding and predicting customers’ intentions to use smartphone-based online games: A deep-learning-based dual-stage modelling analysis

Building upon flow theory, the present research empirically investigates the impact of customers' attitudes on their intention to use smartphone-based online gaming. It also examines the mediating effects of customers’ perceived flow and engagement between attitudes and customer's intention to use smartphone-based online gaming. Furthermore, customers' cognitive involvement was also examined as a moderator in between attitude and perceived flow. The data were analysed using a dual-stage hybrid method embedded with PLS-SEM and ANN. A sample of 688 smartphone-based online game players was surveyed, and the results support the notion that customers' attitudes, considered as a formative construct, significantly influence intention to use smartphone-based online gaming. The study further confirms that perceived flow and customer engagement mediate the relationship between attitudes and intention to use smartphone-based online gaming. The study also identifies the role of cognitive involvement as a significant moderator in between customers' attitudes and perceived flow. Contributions for both theory and practice are presented in the concluding sections.

Would an AI chatbot persuade you: an empirical answer from the elaboration likelihood model

PurposeThis study investigates how artificial intelligence (AI) chatbots persuade customers to accept their recommendations in the online shopping context.Design/methodology/approachDrawing on the elaboration likelihood model, this study establishes a research model to reveal the antecedents and internal mechanisms of customers' adoption of AI chatbot recommendations. The authors tested the model with survey data from 530 AI chatbot users.FindingsThe results show that in the AI chatbot recommendation adoption process, central and peripheral cues significantly affected a customer's intention to adopt an AI chatbot's recommendation, and a customer's cognitive and emotional trust in the AI chatbot mediated the relationships. Moreover, a customer's mind perception of the AI chatbot, including perceived agency and perceived experience, moderated the central and peripheral paths, respectively.Originality/valueThis study has theoretical and practical implications for AI chatbot designers and provides management insights for practitioners to enhance a customer's intention to adopt an AI chatbot's recommendation.Research highlightsThe study investigates customers' adoption of AI chatbots' recommendation.The authors develop research model based on ELM theory to reveal central and peripheral cues and paths.The central and peripheral cues are generalized according to cooperative principle theory.Central cues include recommendation reliability and accuracy, and peripheral cues include human-like empathy and recommendation choice.Central and peripheral cues affect customers' adoption to recommendation through trust in AI.Customers' mind perception positively moderates the central and peripheral paths.

Fortifying Trust, Security, and Privacy in Online Trading Systems: Unlocking their Paramount Significance

The purpose of the study is to examine the impact of perceived security and perceived privacy on customers trust to accept the use online trading system in an extended form of the tam model with TAM constructs. This research paper tries to study the impact of security and privacy perceptions on customer’s trust, also the impact of perceived usefulness and perceived ease of use on customer’s intention to use online trading system. For the purpose of the study total of 201 samples were collected through the online survey and the data so collected was analyzed descriptively in SPSS version 24, and the seven hypotheses were tested using PLS-SEM in SmartPLS. The path modeling through PLS indicated that perceived ease of use and privacy has no significant positive relation with behavioral intention and trust respectively but all others hypothesis were accepted and the research showed that trust plays an important role for customers intention to use online trading system.

Does Service Innovation, Reputation Risk, and Word of Mouth Impact Customer Behavior in Choosing Islamic Banking? An Empirical Evidence in Indonesia

Indonesia is a country with the largest Muslim population in the world. However, since Islamic banks were established in Indonesia in about 20 years, the participation of Muslims in using Islamic banks is relatively low. The purpose of this study is to analyze and find out the impact of service innovation, reputation risk, and word of mouth on customer behavior in choosing Islamic banks as a place for financing, investing, and so on. The research method uses quantitative. with an experimental and survey approach. Probability sampling of 250 questionnaires distributed to customers throughout Indonesia. The research findings show that service innovation and reputation risk have good external validity to the culture of Indonesian society. The most interesting finding is that the word-of-mouth variable greatly increases customer intention and participation in choosing an Islamic bank. Therefore, this research recommends targeting community leaders or opinion leaders to explain Islamic banking to the whole community.

The Effectiveness of E-WOM (Electronic Word Of Mouth) and Instagram Social Media Promotion on Purchase Intention at Liang Teh Sumatera

The purpose of this research is to investigate the influence of e-wom on the purchase intention of customers at Liang Teh Sumatera, as well as the influence of Instagram social media promotion on their purchase intention. The study involves a population of 8,280 customers at Liang Teh Sumatera using a descriptive quantitative method. Sample size was calculated using Slovin's method at a 10% margin of error, giving 99 participants. Various research instruments including direct observation, literature review and respondent questionnaires were used to collect data. Multiple linear regression analysis was used to analyze the data. Multiple linear regression analysis was used to formulate and test three hypotheses in this study. The results of this study indicate that the effectiveness of e-wom and Instagram social media promotion has a significant impact on customers' purchase intentions.

Examining the role of cause-related marketing in influencing the purchase intention of Indian customers in the FMCG sector: the role of attitude and cause involvement

PurposeMany studies conducted on cause-related marketing (CaRM) are concentrated in advanced economies. However, there is very little work reported pertaining to CaRM in emerging economies like India. Hence, the aim of this study is to analyze the effect of CaRM on the customers' purchase intention (PI) in the Indian fast-moving consumer goods (FMCGs) sector, which is the fourth largest sector in the Indian economy. Further, this study tests the mediating effect of attitude and the moderating effect of cause involvement.Design/methodology/approachThis paper employs a quantitative methodology. Primary data were collected from 1220 respondents from North India. PLS-SEM is employed to examine the data.FindingsThe findings reveal that CaRM strongly impacts FMCG customers' purchasing intentions. Further, a positive attitude toward cause-related marketing triggers the customer purchase intention. Third, the results show that cause involvement moderates purchase intentions, so those who feel passionately dedicated to the cause are more inclined to buy while being involved in the cause-related marketing program.Practical implicationsThe results would aid marketers in developing effective CaRM campaigns for their FMCG brands by understanding the different combinations of factors influencing CaRM.Originality/valueFMCG is one of the major pillars of the Indian economy. This research proposes a comprehensive conceptual framework for the current study that is supported by literature. This study provides evidence of the increasingly important role of CaRM in establishing a win-win association with customers, aiming to solve specific societal causes and creating a favorable image of the brand in the FMCG sector.

The Effect of Social Media Marketing Activities on the Online Purchase Intention of Sportswear Customers According to the Mediating Role of the Company's Brand

The Effect of Social Media Marketing Activities on the Online Purchase Intention of Sportswear Customers According to the Mediating Role of the Company's Brand

Customer Behavioral Intention On Trust And Satisfaction Of Coffee Lover In Malaysia

Coffee shops have become more than just places to grab a caffeine fix. They have evolved into cultural landmarks, social hubs, and even sources of inspiration for countless individuals. They are not merely purveyors of coffee, but they are dynamic spaces where people connect, work, and relax. The modern coffee shop reflects the diverse tastes and preferences of its patrons, offering an array of coffee beverages, teas, and artisanal treats. Furthermore, coffee shops have embraced technology, enabling customers to order remotely and enjoy seamless digital experiences. Customer satisfaction is a critical aspect of running a successful coffee shop. Happy customers not only return for more coffee but also recommend the establishment to others. Research on customer satisfaction towards coffee shop is essential for coffee shop owners and managers to understand customer preferences, improve their offerings, and maintain a loyal customer base. This study aims to define customer satisfaction, trust, and behavioral intentions in Selangor's Klang Valley coffee shops. The convenience sampling will be used and a total of 384 online questionnaires were received for data analysis. The finding of the study indicates that customer satisfaction and trust influence the customer's behavioral intention when visiting a coffee shop. Finally, guidelines and future study paths are investigated.

Analyzing MIXUE's Situation in Australia Through SWOT

Against the backdrop of the tea industry gradually going global, MIXUE has moved from China to the world and established offline stores in Australia in 2023, which have received popularity from locals. As a result, the purpose of this research was to examine MIXUE's SWOT analysis of the circumstances that Australian CBD stores are in. This research showed that for locals, product, price, place, and promotion have positive effects on the purchase intention of customers. In this study, MIXUE's location was chosen in the CBD, which provides a certain base of customers for MIXUE. MIXUE's beverages, which are completely lower than the market price, have attracted customers, especially young people. At the same time, the sales method of distributing coupons before opening has also played a good role in the 'warm-up' stage, laying the foundation for the number of customers after opening. In the beverage industry, Customers also attach great importance to product quality. This article has certain reference significance for brands planning to develop the tea industry in Australia in the future.

The influence of servicescape on behavioral intentions of customers in hospitals post the COVID-19 pandemic

PurposeBased on the stimuli-organism-response model and relationship marketing theory, the effect of different dimensions of Servicescape (Ambience, Cleanliness, Functionality, Spatial Layout, Employee Service Quality) on Customer Satisfaction and Behavioral Intention in hospitals during the COVID-19 pandemic are considered.Design/methodology/approachThe study takes a quantitative approach, applying structural equation model using partial least square structural equation modeling to test the hypotheses. A total of 360 responses were collected using questionnaires distributed to different individuals who visited private hospitals in the past two months in India.FindingsContradicting previous research, this study found that among servicescape dimensions, employee service quality had the maximum influence on customer satisfaction and cleanliness does not have any significant impact on customer satisfaction as hypothesized. Mediation results show that customer satisfaction has a partial mediation effect for all servicescape dimensions except ambience, as both direct and indirect effects are significant. Importance-performance map analysis was performed on the responses collected, and it was found that employee service quality is the most important dimension affecting servicescape, followed by functionality and spatial layout. Thus, health-care institutions should focus on these factors to keep their customers satisfied.Originality/valuePast studies have focused on the roles of servicescape and customer satisfaction separately. The authors have extended the literature by examining the combined effects of both servicescape and customer satisfaction. The findings from the study, therefore, help in developing a deeper understanding of the literature on the behavior intention relationship in the context of health care, as well as in service marketing.

The Mediating Effect of Perceived Trust in the Adoption of Cutting-Edge Financial Technology among Digital Natives in the Post-COVID-19 Era

The primary aim of this research is to thoroughly examine the determinants that influence customers’ intention towards embracing FinTech products and services, thereby enriching our understanding of the adoption and utilization trends within the FinTech industry in the aftermath of the COVID-19 pandemic. This is quantitative research in the context of India covering five major tech-savvy cities—Mumbai, Bengaluru, New Delhi, Pune, and Chennai. Using structural equation modeling (SEM), the mediation effect of Perceived Trust was examined in order to see the relationship between the retrieved constructs and their attributes. Predominantly, the data delve into the utilization of financial technology and the prevailing embrace of this transformative innovation by contemporary Indian society. From the findings, it has emerged that the three factors influencing Customer Intention to Adopt FinTech products are “Perceived Security”, “Perceived Risks”, and “Perceived Trust”. The significance of Perceived Security in the realm of defending against cyber risks and safeguarding personal information has been discovered to have a profound effect on individuals’ inclination to embrace FinTech. Likewise, acknowledging the potential risks and uncertainties that come with FinTech has proven to have a favorable impact on the intention to adopt. Notably, the perception of trust, which encompasses aspects such as the credibility of the company and the user-friendly nature of the technology, has been identified as a significant driver towards adoption.

Review on Shopping in the Fear of Covid 19 and Consumer Attitudes

This study explored Istanbul internet buyers' COVID-19 concerns. Epidemic, financial, and internet shopper futures were analysed. The pandemic has increased online shopping. Evaluated consumer spending. The study acknowledges financial, time, and audience limits. Istanbul's internet shoppers were evaluated before, during, and after an outbreak. The study affects governments, e-commerce corporations, and others. It emphasizes how corporations must accommodate client preferences and attitudes. Customer behaviour research builds trust and adapts to internet purchase patterns. COVID-19 affected online buyers. Health and safety have increased online shopping. Post-pandemic consumers are cost-conscious and value-oriented. Predict online customer behaviour. However, the pandemic promoted e-commerce. Consumers choose simplicity, digital platforms, and economic growth. TPB, EBM, influential purchasing attitudes, and COVID-19 internet shopping examined customer behaviour. The study found COVID-19 fear affects online shopping. TPB claims subjective norms, attitudes, and perceived behavioural control affect customer intentions and behaviour during and after the pandemic. Price and quality matter during outbreaks. They want cheap, good solutions. Data reveal firms, organizations, and stakeholders must comprehend and adapt to customer attitudes and behaviours. These data help e-commerce enterprises satisfy customers. The findings can help authorities promote and regulate e-commerce for customer safety and convenience.

Modeling online customer purchase intention behavior applying different feature engineering and classification techniques

In the evolution of digital technology, e-commerce sectors are gradually changing to realize customers’ demands and supply required things with low cost and due time. Recently, various machine learning techniques have been used to investigate different activities of customers and estimate different characteristics and requirements of customers. The goal of this work is to propose a machine-learning model that employs multiple data analytics and machine learning techniques to manipulate customer records and predict their buying intention more precisely. In this study, we collected an online shoppers’ purchasing intention dataset from a public data repository. Different feature transformation methods were employed in the primary dataset and generated its transformed datasets. Besides, we balanced the transformed datasets and detected outliers from them. Then, we applied different feature selection methods into primary and transformed-balanced datasets and again generated several feature subsets. Finally, various state-of-the-art classifiers were employed in primary, transformed, and all of their generated subsets. Then, different outcomes of the proposed model were analyzed and Random Forest was found as the stable classifier that produces more feasible results for any online shoppers’ buying instances. In this work, this classifier provided the best accuracy of 92.39% and f-score of 0.924 for the Z-Score and Gain Ratio transformed subset. In addition, it gave the highest AUROC of 0.975 for the Square Root and Information Gain subset. We also found Z-Score transformation and Information Gain more reliable methods to convert online shoppers’ customer intention dataset and get more feasible results from different classifiers.

Customers' Satisfaction and Intentions with Public Transportation in Faisalabad, Pakistan: Implications for a Bus Rapid Transit Service

Customers' Satisfaction and Intentions with Public Transportation in Faisalabad, Pakistan: Implications for a Bus Rapid Transit Service

Customer intention to participate in service recovery: what is it and what are the drivers?

PurposeCustomer participation (CP) in service recovery is one of the ways to co-create value with the service provider. Most existing studies assume that customers are willing to participate in service recovery, provided the firm offers them the opportunity. In this study, the authors propose the construct named customer intention to participate in service recovery (CIPSR), develop a scale for it and argue that it is not always implicit but rather is dependent on the consumer's perceived control.Design/methodology/approachA multi-method approach was used with a combination of qualitative interviews, literature review, unaided dimension identification, correspondence analysis, exploratory factor analysis (EFA), confirmatory factor analysis (CFA) and structural equation modelling to develop the CIPSR scale. The authors used structural equation modelling to test the proposed effect of perceived control on CIPSR.FindingsThe study proposes a four-dimensional scale for CIPSR. The authors also found support for the effect of perceived control on CIPSR, with anxiety and failure controllability attribution as intermediate variables.Originality/valueThis study develops a comprehensive scale to measure CIPSR using a rigorous multi-method technique, as well as establishes its importance in the existing literature.

An integrated model for understanding the role of self-service technology attributes and customers’ demographic characteristics in the restaurant service context

ABSTRACT Due to the growth of self-service technology (SST) in the service setting, in this study we propose and test a comprehensive model that captures the relative impacts of SST-related drivers (functionality, enjoyment, security/privacy, assurance, design, convenience, and customization) of customer attitude and behavioral intention in the restaurant setting. We surveyed 312 restaurant customers using SST and analyzed our proposed model using partial least squares structural equation modeling. Our results demonstrate, first, that the factors influencing customer attitudes toward SST are functionality and convenience. Second, customer attitude influences customer intentions to use SST in the future. Third, there are differences among SST attributes on customer behavior across gender, age, and income. There are significant impacts of enjoyment on attitudes among male, young, and high-income customers. This study contributes to the existing hospitality literature by examining the relative roles of various SST attributes as well as the demographic factors in the restaurant service context.

Examining the Impact of Service Quality on Repurchase Intent: A Study of Foreign International Airlines

Objective: The primary objective of the study is to ascertain whether airline passengers will opt for future trips with the same airline, based on the correlations among service quality (SQ), brand image (BI), and customer satisfaction (CS). Theoretical framework: The aviation sector is the most volatile due to strict regulations, high operating costs, and uncertain economic conditions. Amidst these challenges, meeting quality standards becomes imperative to sustain services and retain customers, which has increased the importance of SQ in the aviation industry. Therefore, this study aims to empirically analyse the repurchase intentions of airline customers. Method: The hypothesis was tested using structural equation modeling (SEM) on a convenience sample of 423 respondents from Foreign International Airlines (FIA). Statistical methods, such as analysis of moment structures (AMOS) and the Statistical Package for the Social Sciences (SPSS), were utilized to analyze the data. Descriptive research was identified as the preferred approach. Result: The findings revealed that the SERVQUAL instrument exhibited five dimensions consistent with the theory. Service quality (SQ) has a significant positive effect on repurchase intention (RI), also mediated by customer satisfaction (CS). Conclusion: The study offers insights into how airlines can enhance their service quality to align with customer expectations. The results prove beneficial for airline management in devising strategies to enhance customer satisfaction, subsequently boosting repurchase intent and facilitating customer retention.