Customer Repurchase Research Articles

I trust friends before I trust companies: The mediation of WOM and brand love on psychological contract fulfilment and repurchase intention

Purpose Consumer psychology research has established the importance of customer satisfaction as a determinant of customer repurchasing intention. Nonetheless, even satisfied customers switch brands. Also, even dissatisfied customers have repurchasing intentions. This means that customer repurchasing behaviour is extremely difficult to predict, necessitating additional research to identify additional factors that can help organizations better understand the methods to predict customer repurchasing intention. To fill this knowledge gap, this study examined the mediating effects of brand love (BL) and positive word of mouth (PWOM) on psychological contract fulfilment (PCF) and customer repurchasing intentions. Design/methodology/approach This is a cross-sectional study. The study used structural equation modelling (SEM) to analyse relationships from a sample size of 400 beauty salon customers. Also, a process macro mediation test was used to analyse the mediating effects of BL and PWOM on the relationship between PCF and customer repurchase intentions. Findings The findings indicate that transactional and relational psychological contracts have a positive and significant relationship with BL and PWOM. As well, BL and PWOM positively and significantly influence customer repurchase intentions. Finally, the findings indicate that BL and PWOM mediate the relationship between psychological contract fulfilment and customer repurchase intentions. Research limitations/implications This survey sampled beauty salons solely. Given that each type of organization may have a unique way of fulfilling psychological contracts, future studies may include more categories such as restaurants and craftsmanship to broaden the sample. Additionally, this study utilized female beauty salons. Therefore, future research could include salons that cater to women and men to boost the sample's generalizability. Finally, this study concluded that BL and positive recommendations are the most effective variables for resolving consumer satisfaction challenges. However, additional factors can probably amplify this fact by focusing on additional elements to broaden the arguments. Originality/value Past studies have extensively covered customer repurchasing intention in relation to customer satisfaction. However, it was noted that even some satisfied customers could switch to other brands, and those who were dissatisfied could repurchase the brand. Given that little is known about how other factors than customer satisfaction can affect repurchasing intentions, this study examines the mediating effects of BL and PWOM on PCF and customer repurchase intentions.

Optimizing Customer Repurchase Intention through Cognitive and Affective Experience: An Insight of Food Delivery Applications

Mobile food order applications have become a phenomenal disruption in the food delivery industry. Customers demand better and more consistent experiences when making most purchases, including in food choices. Food delivery platforms have also been seen as the most convenient feature for customers during the global COVID-19 pandemic. Although food delivery applications have been widely used, there is only a scarce literature that focuses on the factors that optimize user experience and repurchase intention. The current study attempted to explore customer repurchase intention, driven through cognitive and affective experience, towards food delivery applications. In the current study, we conceptualized and empirically confirmed an integrated model of antecedents for cognitive and affective experience and its influence on application satisfaction and repurchase intention. The model also incorporated situational factors (distance to restaurant and availability of time to visit restaurant) as a moderating variable. To test the proposed model, data were collected from 350 regular users of different food delivery applications. Subsequently, the data were analyzed using partial least square-structural equation modeling where the findings substantially supported the significance of cognitive and affective experience on application satisfaction and repurchase intention towards food delivery applications. In addition, the results of multigroup analysis (MGA) also confirmed the positive impact of situational factors as a moderator between application satisfactions and repurchase intention. The findings of the study provide important insights into how food delivery applications can accelerate cognitive and affective experience and use application satisfaction to encourage repeat buying intention. The results also offer guidance in designing and implementing effective approaches and strategies for food delivery retailers.

The Effect of UT Collection UNIQLO Collaborative Branding Strategy Towards Customer Repurchase Intention

The competitiveness between fast-fashion that driven by the how style and cultures are changing rapidly leads the fast-fashion to be ‘different’ and carried out ‘brand development’ using collaborative branding, a form of brand alliance that work collaboratively to create a points of differentiation, gain exposure between the two companies, and to expand their market by pulling the market from their partner. In June 2021, UNIQLO UT Collection is one of fast fashion that implement collaborative branding strategy with the famous anime series, Jujutsu Kaisen that resulted a surge in purchase. However, there is still an uncertainty regarding repurchase intention of UNIQLO general products will be affected by the market created with the brand’s collaboration with Jujutsu Kaisen or not. Therefore, this research intends to analyse the affect variable predicted by UNIQLO’s strategy of collaborative branding and how it leads to customer repurchase intention. This research also intends to determine which of the variable predicted by the brand’s strategy of collaborative branding that affect the repurchase intention by UNIQLO customers. This research focuses on UNIQLO in Indonesia and its customers. This research is conducted through qualitative approach by semi-structured interview and quantitative approach by online survey towards customer who bought UNIQLO UT Collection x Jujutsu Kaisen. The researcher uses open coding to analyze the interview result and uses descriptive statistic and PLS-SEM to analyze the survey result. The result indicates that Need for Uniqueness and Brand Image positively influenced UNIQLO UT Collection collaborative branding. Furthermore, UNIQLO UT Collection collaborative branding also shows the same positive influence towards Consumer Perception of Self-Image Congruence, Satisfaction, and Repurchase Intention toward UNIQLO brand product. Moreover, Need for Uniqueness, Brand Preferences and Satisfaction has a positive influence towards Repurchase Intention toward UNIQLO brand product. The finding of this research is expected to give insight about collaborative branding strategy on fashion industry or industry related to merchandise in Indonesia.

The Influence of Time Value, Price Perception, and Service Quality on The Intention to Repurchase Tickets on Passenger Roro Ships

Repurchase intention in the many transportation options in Indonesia is interesting to study. This study aims to determine the factors that will influence consumers to buy back tickets from shipping companies, namely passenger Roro Ships. This research is a research using a quantitative approach by distributing surveys to passengers on Roro Ships. The sampling technique used is purposive sampling. The analysis technique used is the Partial Least Square technique, using SmartPLS as a tool to process data. The results of the research test show that the time value coefficient and service quality do not affect the repurchase intention of the Roro Passenger Ship passengers, but the price perception will greatly affect the repurchase intention of the Roro Passenger ship passengers. Simultaneously the variables of time value, price perception and service quality greatly affect customer repurchase intention.

Empirical-Based Model for Repurchase Intention among Fast-Food consumers in Cebu City, Philippines

The concept of repurchase intention was inspired by both social psychology and marketing. In general, customer retention and repurchase intentions are critical in Defensive Marketing tactics and corporate success to counteract market competition and the rising costs of obtaining new customers. Therefore, it is critical to understand the influence factors have on purchasing or retaining customers. This study aims to determine the possible variables that affect customer repurchase intention in the fast-food business, including customer satisfaction, Loyalty, and customer habit. The research locale is in Cebu City, Philippines, where numerous fast-food chains exist. The result of the study determined that the highest perceived possible predictor is Consumer Satisfaction, followed by Social Influence, Emotional Loyalty, and Habit. Multiple Regression analysis was used to predict the four independent variables to the dependent variable (Intention to Repurchase). Results of the individual predictors are Social Influence (p=0.015), Consumer Satisfaction (p=0.315), Emotional Loyalty (p=0.803), and Habit (p=0.065); only Social Influence predicts Intention to Repurchase (p=0.015). Based on the descriptive statistics, managers should consider Consumer Satisfaction in their operation; however, it should not be the top priority as it does not predict causation toward Intention to repurchase. Instead, in this model, Social Influence needs prioritization if the purpose is Customer Retention and increases repurchase intentions.

Increasing Repurchase Intention through Experiential Marketing, Service Quality, and Customer Satisfaction

Consumers can make repeat purchases for the umpteenth time for the same products and services on a regular basis. At the same time, consumers also pay attention to current and future situations and conditions. This study aims to understand the application of experiential marketing factors and service quality that can affect customer satisfaction and consumer intentions to make repeat purchases. The focus of this study is to analyze these factors in the service of Korean restaurants in Surabaya. This research is a causal type of quantitative research that uses the Structural Equation Model (SEM) analysis technique. Respondents in this study amounted to 175 Korean restaurant customers in Surabaya who were designated as objects in this study. Determination of respondents is done by using a purposive sampling technique. This study found that experiential marketing positively affects customer repurchase intention directly. That is, efforts to increase experiential marketing can increase customer intention to repurchase. This study also proves that service quality does not significantly affect customer intention to repurchase. This finding shows that service quality has become a fundamental factor considered normal for every restaurant service. Other results prove that the marketing experience is able to influence customers to make repeat purchases if they are satisfied with the products or services they consume.

The effect of product quality and price toward repurchase intention at Taco Casa Bali during Covid-19 pandemic

Due to Covid-19 pandemic, sales and the number of visitors to Taco Casa Bali have decreased. In this changing situation, repurchase inten­tion is very important for the continuity of the culinary business, so it is important to find out the factors that influence it. The research aimed to determine the effect of product quality and price in influ­encing customer satisfaction on customer repurchase intentions at Taco Casa Bali during Covid-19 pandemic. Although variables in this research are not new, there is still inconsistency in the findings and also this paper factors in Covid-19 pandemic situation. Sample size consisted of 97 respondents. Using Smart-PLS version 3.9, results showed that product quality does not affect the customer repurchase intention. Price and customer satisfaction affect the customer repur­chase intention. Product quality and price affect customer satisfac­tion. Customer satisfaction does not act as a mediator for product quality and price on customer repurchase intention. Implications of practice for this paper are discussed in the end of section.

Pengaruh E-Trust Dan Perceived Value Terhadap Repurchase Intention Pada E-Commerce Shopee

Electronic Commerce (e-commerce) is a transaction of buying and selling goods or services carried out between companies, households, individuals, governments and communities or other organizations that is carried out online. Consumer confidence in using e-commerce has increased from year to year. This can be seen from the increasing number of visits and transaction value. The increase in the number of visits and transactions that occurred during the pandemic led to an increase in consumer complaints in the e-commerce sector. The increasing number of transactions made online requires e-commerce companies to pay attention to several factors that can affect customer repurchase intention. Repurchase intention is an important factor for a company to be able to increase sales. In increasing customer repurchase intention, there are several influential variables, namely e-trust and perceived value variables. This study aims to determine the effect of e-trust and perceived value on repurchase intention in e-commerce Shopee. The population of this study are Shopee users. The sample in this study was taken using purposive sampling method as many as 120 respondents. The criteria used in this study include: (1) Shopee users aged 17 to 65 years; (2) Consumers who have made purchases at Shopee at least 10 times in the last 1 year, from April 2021 to March 2022. This study uses multiple linear regression analysis techniques. The results showed that e-trust had a significant effect on repurchase intention. These results indicate that the higher the e-trust perceived by the customer, the more often the customer will repurchas e intention on Shopee's e-commerce. The results of this study also show that perceived value has a significant effect on repurchase intention in Shopee e-commerce. This significant effect shows that if the customer feels and gets the benefits in accordance with expectations, the customer will repurchase intention.

Online Platform Customer Shopping Repurchase Behavior Analysis

With the rapid development of the world economy and the progress of modern science and technology, e-commerce has gradually spread to the public. For the online shopping platform, the number of online stores has increased rapidly, especially so in recent years. Mastering the rules of customers’ shopping behavior will help the stores to stand out amidst such a fiercely competitive environment. Taking the cosmetics industry in online shopping as an example, this paper studies the purchase behavior of online platform customers. Through the analysis of order data, it is found that the number of customers’ repurchase times and the corresponding number of people conform to the law of power-law distribution. On this basis, the customer attributes of repurchase behavior are analyzed and demonstrated, and the influences of different factors, such as region, postage, and usage of clients, on the customer repurchase rate and the relationship between the number of orders and the number of days between repurchase are revealed. The analysis results can provide better sustainable operation decision support for online platform operators and improve the overall repurchase rate and benefits of stores.

The antecedents of repurchase intention in Indonesian e-commerce marketplace customers during the COVID-19 pandemic with age as a moderating variable: A study on e-commerce marketplace customers in Java

This study aims to examine the factors that affect customers repurchase intention in the e-commerce marketplace during the COVID-19 pandemic on Java Island in Indonesia, using the extended Technology Acceptance Model (TAM) theory and UI/UX Concept. Perceived ease of use, shopping experience, e-trust, and age are variables that are predicted to affect e-commerce marketplace repurchase intention behavior during the COVID-19 pandemic. The data were collected through an online survey from e-commerce marketplace customers in Java who have had at least two experiences of purchasing goods or services through e-commerce in Java. In total, 250 valid responses were analyzed to test hypotheses using structural equation modeling and multi-group analysis. The results show that perceived ease of use, shopping experience, and e-trust are found to significantly affect the repurchase intention in e-commerce marketplace. The study also show that e-trust has a role in mediating the relationship between both perceived ease of use towards repurchase intention and shopping experience towards repurchase intention. However, the multi-group analysis did not find any significant differences between shopping experience and repurchase intention across age groups. Finally, this paper ended with some discussions, implications, limitations, and conclusions.

THE INFLUENCE OF DIGITAL MARKETING, PROMOTION, AND SERVICE QUALITY ON CUSTOMER REPURCHASE INTENTION AT HUB22 LOUNGE & BISTRO SURABAYA

The study entitled “The Influence of Digital Marketing, Promotion, and Service Quality on Customer Repurchase Intention at Hub22 Lounge & Bistro Surabaya” has four objectives, namely: (1) Knowing the effect of digital marketing on repurchase intention partially, (2) Knowing the effect of promotion on repurchase intention partially, (3) Knowing the effect of service quality on repurchase intention partially, (4) Knowing the effect of digital marketing, promotion, service quality on repurchase intention simultaneously. Hub22 Lounge & Bistro Surabaya is a business engaged in food and beverages. This research uses quantitative methods. The population in this study was the customers of Hub22 Lounge & Bistro who made transactions for the last six months. The sample in this study amounted to 140 respondents. Data collected through the distribution of questionnaires were distributed online using SPSS version 26. The results of this study are: (1) Digital Marketing partially has a significant effect on repurchase intention, (2) Promotion partially has a significant effect on repurchase intention, (3) Service quality partially has a significant effect on repurchase intention, and (4) Digital marketing, promotion, service quality simultaneously have a significant effect on repurchase intention.

Predictive Analysis of Customer Retention Using the Random Forest Algorithm

Retaining customers is becoming a measurement focus in an industry with increasing competition. The concept of customer retention has become a research study in the sales industry, because it is difficult to retain customers and easily switch to other brands. Customer repurchase decisions in the business world of sales are very competitive. Customer satisfaction is directly proportional to the retention rate, if the customer is not satisfied then the automatic retention rate will be low. If the company is not able to meet customer expectations, it will have a serious impact on the company, namely moving customers to other services. Service factors, price, profit value, satisfaction and trust affect customer retention. One of the factors that influence consumers to become customer retention is service quality. A predictive customer retention plan is needed with data mining using the random forest algorithm. The random forest algorithm is a method that generates a number of trees from sample data, where the creation of one tree during training does not depend on the previous tree, the decision is based on the most voting. The voting results from several decision trees that are formed are the boundaries that are used as class determination in the classification process and the most votes are the winners and determine the classification class. This study aims to determine and analyze customer loyalty, customer trust and customer satisfaction. So that it can make it easier to monitor customers at the company. The results can be seen with the percentage of about 81.12% customer retention and about 18.87% customer churn. The result of feature evaluation shows that customer_activity has the highest influence on customer retention, followed by subtotal and qty.

THE INFLUENCE OF DIGITAL MARKETING, PROMOTION, AND SERVICE QUALITY ON CUSTOMER REPURCHASE INTENTION AT HUB22 LOUNGE & BISTRO SURABAYA

The study entitled “The Influence of Digital Marketing, Promotion, and Service Quality on Customer Repurchase Intention at Hub22 Lounge & Bistro Surabaya” has four objectives, namely: (1) Knowing the effect of digital marketing on repurchase intention partially, (2) Knowing the effect of promotion on repurchase intention partially, (3) Knowing the effect of service quality on repurchase intention partially, (4) Knowing the effect of digital marketing, promotion, service quality on repurchase intention simultaneously. Hub22 Lounge & Bistro Surabaya is a business engaged in food and beverages. This research uses quantitative methods. The population in this study was the customers of Hub22 Lounge & Bistro who made transactions for the last six months. The sample in this study amounted to 140 respondents. Data collected through the distribution of questionnaires were distributed online using SPSS version 26. The results of this study are: (1) Digital Marketing partially has a significant effect on repurchase intention, (2) Promotion partially has a significant effect on repurchase intention, (3) Service quality partially has a significant effect on repurchase intention, and (4) Digital marketing, promotion, service quality simultaneously have a significant effect on repurchase intention.
 
 Keywords: Digital Marketing, Promotion, Repurchase Intention, Service Quality

Dense-to-Question and Sparse-to-Answer: Hybrid Retriever System for Industrial Frequently Asked Questions

The term “Frequently asked questions” (FAQ) refers to a query that is asked repeatedly and produces a manually constructed response. It is one of the most important factors influencing customer repurchase and brand loyalty; thus, most industry domains invest heavily in it. This has led to deep-learning-based retrieval models being studied. However, training a model and creating a database specializing in each industry domain comes at a high cost, especially when using a chatbot-based conversation system, as a large amount of resources must be continuously input for the FAQ system’s maintenance. It is also difficult for small- and medium-sized companies and national institutions to build individualized training data and databases and obtain satisfactory results. As a result, based on the deep learning information retrieval module, we propose a method of returning responses to customer inquiries using only data that can be easily obtained from companies. We hybridize dense embedding and sparse embedding in this work to make it more robust in professional terms, and we propose new functions to adjust the weight ratio and scale the results returned by the two modules.

International Shopping Environment Variables To Increase Customer Satisfaction And Repurchase Intention Of Furniture Store In Indonesia

The retail industry sector is one of the marketing products which selling goods directly to consumers. In general the retail industry is a business activity selling various kinds of goods for direct and indirect consumption. In the trade chain, retail business is at the very end of the distribution process of goods and services. Therefore the presence of Mitra10 is very influential in the development of the retail industry, particulary in Surabaya. This study aims to analyze the effects of variables such as Merchandise Value, Internal Shop Environment, Interaction With Staff, Merchandise Variety towards Repurchase Intentions through Customer Satisfaction of the customers of the Mitra10 in Surabaya. The sample in this study is men and women, aged 18-50 who live in Surabaya. Total respondents who make purchase for personal needs and have made purchases within 2 times in the last 3 months. Data were analysed using the SPSS 22, according to the characteristics of respondents using snowball technique. Based on data analysis is that from six proposed hypotheses, all hypotheses are supported

INVESTIGATING FACTORS INFLUENCING REPURCHASE INTENTION: CASE STUDY IN BEVERAGE MANUFACTURING INDUSTRY

The food and beverages industry is one of the most contributing sectors for Indonesian economic growth. It is a profitable business to invest in, due to the development of the Indonesian population. However, the competition in the market is inevitable; thus, companies need to generate strategies of differentiation to retain the customers. One crucial thing in maintaining customer loyalty is to have good management in customer experience. Customer experience was mainly discussed in the Business to Customer (B2C) sector but limitedly explored in the Business to Business (B2B) sector. Customer satisfaction can directly affect and predict customer repurchase intention and customer loyalty. Repurchase intention is crucial in the B2B industry because the buying process in the B2B industry is a rational decision, and it costs more to deal with the new customers than keeping customers already had. Therefore, current research is focused on customer experience; value, loyalty, and satisfaction on repurchase intention in one beverage manufacturing company in Indonesia whose market focus is on the B2B sector. Quantitative research was conducted on July 13th, 2021, to August 5th, 2021 using the availability sampling method and obtained 85 respondents who are the customers of the beverage manufacturing company in Indonesia. Data was analyzed using PLS-SEM (Partial Least Square – Structural Equation Modelling) method. This study shows that 78.2% of repurchase intention is explained and significantly affected by the variables discussed in the research. Customer satisfaction is more likely to affect the repurchase intention. However, customer value has no significant effect on repurchase intention. Therefore, it is hoped that this study will give insights to B2B organization managers to set their marketing strategy.

The Effect of Brand Experience on Brand Loyalty in Indonesian automotive Industry: The Mediating Role of Customer Satisfaction and Brand Trust


 
 
 
 The automotive industry is one of the mainstay sectors of national economic growth in Indonesia and the performance of this automotive industry sector always grows and leads in a positive direction every year making business competition dynamic and competitive. Marketers in the automotive industry need to try to increase brand loyalty to get customer repurchase intention and word of mouth. Customer repurchase intention is very important for business continuity in every company and word of mouth as a powerful marketing strategy to increase brand trust which has an impact on increasing sales. Customer satisfaction is an aspect that can create repurchase intention, while brand trust will increase customer word of mouth. The right strategy to achieve customer satisfaction and brand trust is to create a positive brand experience for customers. This research aims to determine the effect of brand experience on brand loyalty directly and indirectly through customer satisfaction and brand trust on Toyota brand car customers in Madiun. This type of research approach uses quantitative descriptive analysis with explanatory research methods and the sample technique uses random sampling, with a total sample of 200 respondents and the determination of the number of samples in this study using purposive sampling technique. The data collection method used a questionnaire and the data was analyzed by SEM-PLS using smartPLS3 software. The findings of this research indicate that brand experience does not have a significant effect on brand loyalty directly. Meanwhile, customer satisfaction and brand trust are able to perfectly mediate the relationship between brand experience and brand loyalty.
 
 
 

The Influence of Digital Influencer, e-WOM and Information Quality on Customer Repurchase Intention toward Online Shop in e-Marketplace during Pandemic COVID-19: The Mediation Effect of Customer Trust

Pandemic COVID-19 brought an impact on the decline of the economy in Indonesia. However, in the pandemic COVID-19, a lot of retailers switch their business to online shops that use e-marketplace. The study aims to empirically investigate factors that build customer repurchase intention toward Indonesia's online shop in the e-marketplace and explore the mediating impact of trust on repurchase intention. This study employs quantitative analyses. The respondent from this study is customers of online shop that use e-marketplaces in Indonesia. This study used SEM-PLS to analyze the research model and data. The model was empirically tested using 407 respondents’ data. The result showed that customer trust, digital influencer influence, social e-WOM, information quality positively impacted customer repurchase intention. The result also showed that customer trust mediates the relationship between variable digital influencer influence, information quality, and social e-WOM with customer repurchase intention. Moreover, social e-WOM and information quality are essential predictors in building customer repurchase intention. This study tries to reduce the gap in the marketing literature by providing empirical evidence about the influence of digital influencers on customer decision-making.

Influences of Restaurant Servicescape and Services Quality on Repurchase Intention through Customer Satisfaction in Semarang

Every restaurant must find a way to attract new customers and retain the existing ones to create repurchase intention. This study aims to determine customer repurchase intention in restaurant. Restaurant servicescape and service quality are expected to make customers satisfy and create repurchase intention. This study examines the effect of restaurant servicescape and service quality on repurchase intention through customer satisfaction. It addresses three restaurants: A to Z, The Tavern, and Bowery. The respondents are 105 people who had visited one of the restaurants and were divided proportionally between the three restaurants. The questionnaires were distributed via google form and the analytical technique for quantitative data was applied. The results conclude that restaurant servicescape has positive and significant effect on customer satisfaction and similarly service quality also positive and significant effect on customer satisfaction. Customer satisfaction, restaurant servicescape, and service quality individually have positive and significant effect on repurchase intention. Furthermore, customer satisfaction is a mediating variable between restaurant servicescape and repurchase intention as well as service quality and repurchase intention.

Emojis: can it reduce post-purchase dissonance?

ABSTRACT Online food purchase over mobile apps is growing, and so is the competition between the different apps. Any dissatisfaction from the mobile app causes dissonance and customer attrition. The present study aims to highlight emoji’s impact in lessening dissonance through selective personalized post-purchase communication. The study explores emoji’s contrasting effect measured online between-group experimental designs among 431 participants. The results showed emoji presence in post-purchase communication lessens customers’ anxiety and enhances satisfaction and liking. Further, the results revealed a positive impact of emoji presence on customers repurchase intention and recommendation (eWOM) behavior. The study adds to the literature on the importance of a richer communication medium in an online business, especially in the post-purchase dissonance context.