Customer Repurchase Intention Research Articles

Supporting organizational decisions on How to improve customer repurchase using multi-instance counterfactual explanations

Improving customer repurchase intention constitutes a key activity for maintaining sustainable business performance. Returning customers provide many economic and other benefits to businesses. In contrast, attracting new customers is a process that is associated with high costs. This work proposes a novel counterfactual explanations methodology that utilizes textual data from electronic word of mouth to recommend business changes that can improve customers' repurchase behavior. Counterfactual explanation methods gained considerable attention because their logic aligns with human reasoning and the fact that they can recommend low-cost actions on how to turn an unfavorable outcome into a favorable. Most counterfactual explanation methods however recommend actions that can change the outcome of individual instances (i.e. one customer) rather than a group of instances. Therefore, this work proposes a multi-instance counterfactual explanation method that recommends optimum changes to an organization's practices/policies that increase repurchase intention for many customers or customer segments.The proposed methodology utilizes topic modeling to extract customer opinions from online reviews' text and use topics as features to train a binary classifier that predicts customer revisit intention. Multi-instance counterfactual explanations are computed for all or different groups of non-revisiting customers, recommending optimum business changes that can increase revisit intention. The proposed methodology is empirically evaluated through a case study on the restaurant revisit problem and compared against a prominent alternative from the literature. The results show that the method has better performance to the alternative method and produces recommendations that are actionable and abide by the customer-repurchase literature.

Repurchase Intentions of Money Remittance Centers’ Customers in SOCCSKSARGEN: A Structural Analysis

The paper aimed to understand the drivers of commitment, aspects of commitment, trust, and repurchase intention of money remittance center customers on their choice of money remittance center in the selected cities of SOCCSKSARGEN. Data were gathered from 410 respondents throughout the four key cities in the SOCCSKSARGEN Region using purposive random sampling. A self-constructed questionnaire was utilized during the data gathering procedure. Using descriptive statistics, the research found that the respondents were mostly female, aged 20 to 29 years old. Employees and students comprised about eighty-five percent of the respondents. The majority were using their preferred money remittance for more than one year but less than three years, and about thirty-five percent were making a money remittance transaction once per month. The results of the regression and structural equation modeling were consistent in finding that only affective and calculative commitment had a significant influence on the repurchase intentions of customers in money remittance centers and that trust predicted all aspects of commitment. Economic, social, and resource drivers influenced customer commitment, which supported Lacey’s driver of commitment model. The results of SEM suggested the high influence of trust towards relationship quality building among money remittance center customers.

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.

THE INFLUENCE OF TRANSACTION-BASED SATISFACTION AND EXPERIENCE-BASED SATISFACTION TOWARD REPURCHASE INTENTION WITH BRAND IMAGE AS MEDIATION VARIABLE FOR VIRTUAL HOTEL OPERATOR

This research investigates the factors influencing the Virtual Hotel Operator (VHO) customer's repurchase intention. This research implements transaction-based and experience-based satisfaction as the independent variables influencing repurchase intention, with brand image as the mediation variable. This research is classified as explanatory research, and the data were collected using an online survey method. The respondents comprised 200 customers who had purchased using VHO's platform of their own accord within the past year. The research data and hypothesis are analyzed using Structural Equation Modeling (SEM) based on Partial Least Square (PLS). The analysis shows that transaction-based satisfaction has a positive and significant effect on repurchase intention, while experience-based satisfaction has no positive and significant effect. The brand image also has a positive and significant effect on repurchase intention. The mediation test results indicated that brand image can play an important role in transaction-based satisfaction influence on repurchase intention, and experience-based satisfaction influence on repurchase intention.

Brand Image, Price, and Repurchase Intention of Powercat Cat Food Customers in Bandung City

This study aims to analyze the brand image and price of customers' repurchase intention of Powercat cat food products in Bandung City. The population in this study consisted of customers who had shopped for Powercat cat food products who are ≥17 years old and domiciled in Bandung City. The sample size of this study is 90 respondents, selected using purposive sampling. This study exerts a quantitative approach using a five-point Likert of online questionnaires and was conducted in Bandung City in November 2023. This study utilizes analytical techniques like validity and reliability assessments for instruments, tests for classical assumptions, and hypothesis testing by multiple linear regression. This study is backed by the Statistical Program for Social Science (SPSS) version 25. All hypotheses regarding this study’s variable relationship that leads to repurchase intention are supported. Hence, the customer repurchase intention of Powercat cat food products has two main triggering factors: brand image and customer perception of price. Furthermore, the results show that brand image has the biggest impact on forming customer repurchase intention. The results of this study provide a practical implication for Powercat to focus on developing strategies that can increase customer perceptions of brand image, and price to increase repurchase intention among Powercat customers.

COST AND NON-COST FACTORS: THE IMPORTANCE OF REPURCHASE INTENTION TO FACING COMPETITION IN INDONESIAN RETAIL INDUSTRY

In the current situation, certain retail businesses may have encountered difficulties in developing their businesses, particularly home appliance companies. This study aims to analyze the influence of sales promotion and service quality on customer repurchase intention at Ace Hardware Putri Hijau, Medan. Developing customer repurchase intention is crucial for business continuity nowadays. Improving sales promotion and service quality performances may be beneficial since sales promotion involves incentives to stimulate customer purchases and service quality emphasizes fulfilling customer needs, which can lead to achieving the company’s objectives. Questionnaires were distributed to 100 Ace Hardware Putri Hijau, Medan respondents using a purposive sampling method. The data is analyzed based on multiple linear regression analysis. Based on the findings, it is concluded that sales promotion significantly influences customer repurchase intention, and service quality significantly influences customer repurchase intention. Sales promotion and service quality simultaneously have a significant influence on customer repurchase intention.

The Effects of Sustainable Hospitality Supply Chain on Customer Satisfaction and Customer Repurchase Intentions

Purpose: Sustainability is seen as an activity that promotes organizational growth through customer satisfaction. The current trend suggests that customers have high concerns about sustainability in the hospitality sector. The focused of this study looked into the sustainable hospitality supply chain impact on customer satisfaction and customer repurchase of hospitality services. Methods: Utilizing data obtained from customers patronizing any of the hospitality services (hotels accommodation, conferences and restaurants) in Ghana. The study focused on validating and testing a hypothesized model using the SmartPLS tool. Results and Conclusion: The result indicates a significant positive relationship between all the sustainable dimensions (economic, environmental, and social). These findings suggest that customer satisfaction is influenced by sustainable supply chain dimensions. The findings further revealed that the environmental dimension of sustainability provides a direct and significant relationship to customer repurchase of hospitality services, but the economic and social dimensions influence customer repurchase of hospitality services through customer satisfaction. Implication of Research: The findings of this study will enable practitioners and policymakers to understand sustainability practices in hospitality firms and assist them to prioritize, align or realign their limited resources on the sustainable dimensions since there is varying degree of impact of each dimension. Originality/Value: This paper adds to the existing findings by demonstrating the larger impact of sustainability in promoting customers retention for hospitality services. The study is unique as it shows the role of customers satisfaction in the relationship between sustainability dimension and customers retention for hospitality services. It provides evidence that sustainability dimensions is not a direct consequence of customer retention unless there is sufficient customer satisfaction for that sustainable dimension.

Analysis of The Influence of E-Customer Satisfaction, E-Service Quality and Digital Sales Promotion on Customers Repurchase Intention Through Digital Wallet Shopeepay

The purpose of this study is to determine whether e-service quality and sales promotion have an impact on e-customer satisfaction and repurchase intention. The precise sample size for this study is not available. However, it is comprised of residents of Indonesia's five biggest cities who have used the e-wallet app. Users of e-wallet applications who met the requirements of never using one and not utilizing the application for less than three months made up the study's sample. Purposeful sampling, a nonprobability sampling technique, was applied in this study. The study sample consisted of one hundred respondents in total. Papers, questionnaires, and a literature review gathered data for this study. This inquiry employed the path analysis method. Several inferences can be made in light of the study's findings and the following discussion, including the following: Sales promotions and online customer happiness are correlated. The caliber of e-services has some bearing on e-customer happiness. E-customer satisfaction is simultaneously influenced by sales marketing and the quality of service. Sales promotions have an impact on consumers' propensity to make further purchases. The caliber of the e-service partially influences repurchase intentions. E-customer satisfaction has some bearing on repurchase intentions. Repurchase intentions equally impact sales promotion, e-service quality, and e-customer satisfaction.

Peran desain web, kualitas informasi, layanan pengiriman dalam peningkatan kepuasan elektronik dan niat beli kembali produk Sociolla

The purpose of this research is to examine the role of Web Design, Information Quality, Delivery Service on Electronic Satisfaction and the influence of Electronic Satisfaction on Sociolla customers Repurchase Intentions. The population in this research are users of the Sociolla application or website throughout Indonesia. This research used a sampling technique in the form of purposive sampling with 159 respondens who had made at least two purchases via the Sociolla application or website as a samples. The data was analyzed using the SEM-PLS technique and processed using the SmartPLS 4 program. The reults obtained in this research show that Web Design, Information Quality, and Delivery Service as a whole have a significant positive effect on Electronic Satisfaction. In addition, Electronic Satisfaction has a significant positive effect on Repurchase Intention of customers using the Sociolla application or website.

Customer equity drivers and repurchase intent among B2B customers: the moderating role of perceived switching cost

Purpose This study aims to investigate the role of three customer equity drivers on customer repurchase intent in business-to-business (B2B) markets. It also explores the interconnected nature of equity drivers, specifically, the effects of brand equity and value equity on relationship equity. Further, it investigates how perceived switching costs moderates the interrelationships between customer equity drivers. The authors explore the interrelationships between the customer equity drivers in a B2B context involving commodity products in a developing market. Design/methodology/approach Data collection was done from a pool of 184 institutional customers of a lubricant brand in a developing market. The sample had representations of buyer organizations across sectors, namely, automobile, cement, metal, fertilizer, railway, defence and mining, etc. The final data were subjected to partial least squares-based structural equation modeling to test the hypothesized model. Findings The study found a direct effect of brand equity, and value equity on relationship equity and an indirect effect on repurchase intent, namely, relationship equity. Perceived switching cost was found to moderate the interaction between brand equity and relationship equity as well as between value equity and relationship equity. The direct effect of relationship equity on repurchase intent was also significant. Practical implications The study implies that B2B firms should ground their marketing program on these customer equity drivers, especially when dealing with commodity products. The absence of any of these drivers would be detrimental in customer retention. The study also establishes the relevance of switching cost(s) and its impact on the underlying dynamics between the different equity drivers in the context of commodity products. The customer equity drivers along with switching costs, if managed well, may become switching barriers for customers and eventually would ensure recurring revenue through repeat purchases. Originality/value To the best of the authors’ knowledge, this is one of the first studies that focuses on the disaggregated effect of customer equity on customer outcomes in the B2B context. Furthermore, this study investigates how perceived switching costs moderates the interrelationships between customer equity drivers in the industrial sales context in an emerging market.

Examining the Role of Customer Satisfaction and Brand Image as Mediators Between Service Quality and Repurchase Intent with Reference to India’s International Airlines

Purpose: The study's overarching goal is to use findings on the associations between airline passengers’ perceptions of service quality, brand image, and customer satisfaction to forecast whether or not those customers would return for future flights. Theoretical framework: Maintaining service quality is critical for customer retention in the aviation industry since customers have high expectations for exceptional service. Thus, the fundamental significance of service quality lays the foundation for developing a theoretical framework in this study. Method: The hypothesis was tested using Structural Equation Modeling (SEM) on a convenience sample of 423 respondents who travelled on India’s International Airlines (IIA), and the data were examined using statistical software packages such as Analysis of Moment Structures (AMOS) and Statistical Package for the Social Sciences (SPSS). Descriptive research is suggested as the approach of choice. Results and conclusion: The results indicate that service quality has a strong positive effect on repurchase intention, as well as mediated by customer satisfaction. Research implications: The research findings have several implications for the aviation industry, emphasising the significance of incorporating service quality guidelines into the training of airline staff. This approach can enhance customer satisfaction; thereby instilling the customer's repurchase intent. Originality/value: The study presents a unique and original contribution to the existing research literature. The results are particularly valuable as they explore a combination of variables that have not been previously investigated in the aviation industry with such precision.

Building Repurchase Intention of Customers for Grab Transportation Services in Brosem Smes, Batu City With Customer Satisfaction as a Mediator Variable

The aim of this research is to determine effectiveness customer satisfaction in mediating service quality and customer value in building repurchase intention Grab transportation service for Brosem SMEs, Batu City. This research is quantitative descriptive. The population of this research is members of Brosem SMEs Kota Batu who use Grab transportation services with a sample of 76 respondents. Sample size guidelines using saturated samples. Data analysis in this research used descriptive statistical techniques and inferential statistical analysis with the SPSS application. The results of this research show that service quality proven to have no effect on customer satisfaction but it has been proven to have an effect on repurchase intention, either directly or through mediation customer satisfaction. Where as customer value proven to have a positive and significant effect on customer satisfaction and its influence on repurchase intention with mediation customer satisfaction. However customer value has no effect on repurchase intention directly.

The Effect of Customer Experience, Word of Mouth, and Price Perception on Repurchase Intention of Special Fare Train Tickets

PT. KAI (Persero) is a State-Owned Enterprise (BUMN) engaged in transportation services for transporting passengers, goods, and containers. In 2019 PT. KAI (Persero) seeks to increase the number of passengers by applying for special-fare train tickets. This study aims to determine the effect of customer experience, word of mouth, and price perception on the intention to repurchase special-fare train tickets. The population in the study were customers of special fare train tickets. The sampling technique uses a non-probability sampling method with convenience sampling techniques for as many as 112 respondents. The analysis technique used in this study is (PLS) with a validity, reality, and hypothesis test. The results of this study state that customer experience and word of mouth contribute to customer repurchase intention, while price perception does not contribute to customer repurchase intention.

Application of Information System Model on Users’ Continuous Intention with Food Delivery Mobile Applications in Sustainable Business

This research investigates the variables affecting Malaysian consumers' continuous intention to utilise food delivery mobile applications. The target population is Malaysian mobile app users 18 years old and above with an online food ordering experience. The Smart Partial Least Square (PLS) and SPSS were used to scrutinise the data collected. Through the Google form URLs posted on social media, 275 complete survey surveys were gathered. The study's findings showed that system quality, service quality, and information quality significantly affect customer satisfaction. Subsequently, customer satisfaction greatly impacts how likely people are to use mobile applications for food delivery. Better consumer loyalty and higher customer repurchase intent would follow from this outcome. The IS success model was used in this research to analyse the continuous intention to utilise food delivery mobile applications since similar studies from the emerging country view remain underexplored. This research will help corporate executives create more effective marketing plans for targeting their market and expanding established consumer loyalty expertise in mobile app quality and customer demand.

The Role Of Online Post-Sale Service Toward Repurchase Intention And Word Of Mouth

Considering that e-commerce has become a major requirement, e-commerce providers must improve their products and services. After-sales service is one that must be considered to reduce customer doubts in using e-commerce. The purpose of this study was to investigate the role of e-commerce after-sales service (product returns, exchanges, and maintenance) on customer attitudes (relationship building) and behavioral aspects (developing customer repurchase intentions and word of mouth). This study used a judgemental sampling method in which 255 samples that met the requirements were adjusted to certain criteria. Structural Equation Model (SEM) supported by SmartPLS software is used to analyze the data. The findings in this study are that product returns and maintenance services have a significant effect on online customer satisfaction and satisfaction has a significant effect on customer trust. While product value has no significant effect on customer satisfaction. Customer satisfaction and trust, as indicators of relationship quality mediate the relationship between after-sales service (product returns, exchanges and maintenance), online customer repurchase intentions and WOM. Repurchase intention and WOM are positively influenced by trust and satisfaction. The research implications will be useful for policy makers, researchers, and the e-commerce industry in implementing and promoting the use of e-commerce.

Relationship between Service Quality and Customer Repurchase Intention in Cafés of Kathmandu Valley, Nepal

Background: Customer Repurchase Intention (CRI) refers to a customer's willingness to purchase again from the same business in the future, influenced by service quality in cafes. However, there has been a lack of clear scientific research evidence to understand which service quality dimension leads to customer repurchase in café. Objectives: The study aimed to determine the relationship between service quality and customer repurchase intention in cafés. Methods: A descriptive research design was used, using cross-sectional data collected from 160 respondents. We used correlation analysis and descriptive statistics to analyze the data using SPSS. Results: The findings showed that 80% of the respondents have a high repurchase intention from cafes in Kathmandu. The study identified reliability as the most important dimension determining customer repurchase intention, followed by tangibles, assurance, responsiveness, and empathy ranked the lowest. All the dimensions affected customer repurchase intention except responsiveness, which was statistically insignificant to customer repurchase intention. Demographic factors such as age, marital status, employment status, annual income, and the number of years visited in cafes create differences in customer repurchase intention. Interestingly, academic qualifications did not make any difference. Conclusion: The respondents exhibited that they were likely to repurchase. Based on service quality, reliability ranked highest, tangibles ranked second, assurance ranked third, responsiveness ranked fourth, and empathy ranked least, due to which café businesses must focus more on high-ranking factors for better customer repurchase in the future. Paper Type: Research Paper JEL Classification: L83, L80, L26

The effect of brand experience and attachment on customer repurchase intentions: Evidence from South Africa

The effect of brand experience and attachment on customer repurchase intentions: Evidence from South Africa

The Effect of Electronic Service Quality on Customer Trust and Its Implication on Repurchase Intention of Online Travel Agency Customers

This study intends to determine how the quality of electronic services affects customer trust and how it affects e-commerce users' willingness to make additional purchases. This study approaches the topic of e-commerce research quantitatively. A sample of 100 e-commerce users' responses was used in this study. Using a questionnaire to obtain data. The findings indicated that the e-service quality variable affected consumer trust and repurchase intention to some extent. Repurchase intention is influenced by the customer trust factor. E-service quality and customer trust both influences repurchase intention simultaneously. Through consumer trust, inconsistent e-service quality has an indirect impact on customers' willingness to repurchase. More consumer data protection should be offered through e-commerce. It is advised that other variables and methodological approaches be used in future studies so that the scope and depth of study in the field of marketing can be increased

Effect of Perceived Recovery Justice on Repurchase Intention Through the Mediating Role of Customer Recovery Satisfaction and Emotional Forgiveness

Objective: The purpose of the study is to examine a relationship between Perceived Recovery Justice and Customer Repurchase Intention in Service firms. It also examines the mediating role of Emotional forgiveness between Perceived Recovery Justice and Repurchase Intention and moderating role of Gender between perceived recovery justice and customer recovery satisfaction. Theoretical framework: Justice theory assess the consumer’s recovery experience by assessing the satisfaction level over the joint performance in terms of various types of justice, such as interaction, procedure, and distribution. Customer recovery satisfaction plays a crucial role in deciding repurchase intention and the growth of service firms. Due to this fact Customer Recovery in After-sales services has proven to be of significant area for formulating a strategic framework for a company. Therefore, the study focuses on assessing the effect of Recovery Justice of customers on Repurchase Intention. The study includes various factors such as procedural justice, interactional justice, distributive justice, emotional forgiveness on repurchases intention of customers. Moderating effect of gender between perceived recovery justice and customer recovery satisfaction is assessed. Method: Descriptive cross sectional research design was adopted for the study. A Structured Questionnaire was shared with the Customers of selected service firms that reported a Service Grievance recently. Convenience sampling technique was adopted in the study. Questionnaire was distributed to a total of 212 respondents out of which 196 valid responses were taken for data analysis. Results and conclusion: The results of the study reveal that perceived recovery justice had a significant impact on Customer Recovery Satisfaction, which in turn positively affected repurchase intention. Implications of the research: The Findings of the study may enable the service providers to provide consumers with clearly understandable explanations for any service failure and explain how the recovery efforts will be compensated for the failure. Originality/value: This paper offers insight for service firms into how to effectively deal with service grievances and bring service recovery satisfaction.

The Impact of E-Accounting Service Quality on Customer’s Repurchase Intention: The Role of Customer Satisfaction as A Mediator - A Case Study in Vietnam

E-accounting service is a term that pertains to electronic accounting, which encompasses accounting systems that use computer technology for the recording and handling of financial data within organizations (Noronha & Kulkarni, 2012). The market for e-accounting services in Vietnam is becoming increasingly vibrant and fiercely competitive among service providers (Vu, 2021). This study aims to evaluate the factors influencing the quality of e-accounting services and subsequently determine the impact of e-accounting service quality on customer’s repurchase intention through the mediating factor of customer satisfaction. Through a survey of 380 firms that have been using e-accounting services, the study confirms that web design, customer service, security, and fulfillment positively influence the quality of e-accounting service quality. Furthermore, e-accounting service quality has a relatively strong effect on customer repurchase intention. The study also proposes several solutions to encourage e-accounting service quality as a basis for service providers to improve customer satisfaction and intention to repurchase their services.