Customer Repurchase Intention Research Articles

The Effects of Wine Selection Attributes on Customer Satisfaction and Repurchase Intention - Focusing on Wine Consumer Types -

The Effects of Wine Selection Attributes on Customer Satisfaction and Repurchase Intention - Focusing on Wine Consumer Types -

서비스제공자의 비언어적 커뮤니케이션이 신뢰와 전환장벽 및 재구매의도에 미치는 영향

This study investigates the effect of nonverbal communication on trust, switching barrier, and repurchase intention. Sample subjects used in this study were customers of a fashion shop in Sunchon. The questionnaires were conveniently sampled from July 2010 to August 2010. Questionnaire data from 335 customers of a national brand were analyzed through a reliability analysis, factor analysis, and multiple regression analysis. The results of this study are as follows. First, nonverbal communication by the service provider was divided into 3 types, physical appearance and paralanguage, postures and proxemics, and facial expressions. Second, it was found that physical appearance and paralanguage, postures and proxemics, facial expression of nonverbal communication had a significant impact on customer trust. Third, given the relationship between nonverbal communication and switching barrier, it was represented that the postures and proxemics and facial expressions (except physical appearance and paralanguage) had a significantly positive influence on the switching barrier. Forth, physical appearance/paralanguage, postures/proxemics, and facial expressions (nonverbal communication) had a positive influence on repurchase intention. Fifth, given the relationship between trust and repurchase intention as well as switching barrier and repurchase intention, it was represented that trust and switching barrier have a significantly positive influence upon repurchase intention. According to the results of this study, the more positive nonverbal communication by the service provider then the higher the customer repurchase intention as well as trust and switching barrier. Fifth, given the relationship between trust and repurchase intention as well as switching barrier and repurchase intention, it was represented that trust and switching barrier have a significantly positive influence upon repurchase intentions.

The customer satisfaction‐customer loyalty relationship

PurposeThis study aims to examine the moderating effects of gender, income, age, customer involvement and length of the relationship on the customer satisfaction (CS)‐customer loyalty (CL) relationship in a contractual service context. CL is assessed using customer repurchase intention (RI) and repurchase behavior (RB).Design/methodology/approachUsing a postal mail survey, the authors measure the CS, RI involvement and socio‐demographic characteristics of customers who use a credit card. RB is measured by the number of transactions and the corresponding amount spent by clients, based on data provided by the company. The proposed hypotheses are tested using random sampling and hierarchical regressions.FindingsThe significant moderators are different depending on the CL measure used. When RI is utilized, the gender and age of the client have a positive effect on the CS‐CL relationship. However, when RB is assessed using the number of transactions made by the credit card's owner, the length of the relationship becomes the significant moderator.Research limitations/implicationsThe study is limited to a single firm, from one industry sector, but provides future researchers a multitude of replication opportunities.Practical implicationsDemographic and relational variables are important in explaining the CS‐CL relationship. Customer relationship strategies have positive results. RB is preferred to RI when evaluating and explaining CL.Originality/valueThe assessment of customer and relational characteristics as moderating variables in the CS‐CL relationship, and comparing different measures of CL in a contractual service adds value to this research.

Study of the Influence of Service Quality on Customer Satisfaction and Repurchase Intention Activation in the Performing Arts

Study of the Influence of Service Quality on Customer Satisfaction and Repurchase Intention Activation in the Performing Arts

Reexamining the Factors for Trust in Cultivating Online Customer Repurchase Intentions: The Moderating Effect of Perceived Waiting

With the advancement of Internet technology, online shopping has emerged as a popular way of making purchases. However, because online shopping does not allow immediate enjoyment of purchases as bricks-and-mortar shops do, cultivating customers' trust in online businesses is especially important in attracting return customers. Previous studies have put forward the factors that build multidimensional trust but not systematically examined them. This article reexamines factors of building customer trust and makes a systematic study of the relationship between customers' perceived waiting and repurchase intention. This study examines online stores' professional ability, integrity, and benevolence were selected as the three constructing factors of trust. A total of 351 valid customer questionnaires were collected and analyzed using structural equation modeling. It was found that the most influential factor in customer trust was the security of the online business' information system, followed by the privacy protection, whereas the third-party guarantees and recommendation exhibited the third strongest correlation. Furthermore, the perceived waiting was a significant factor affecting customers' decision to return, notwithstanding their trust in an online business.

Factors influencing Internet shopping value and customer repurchase intention

This research empirically examines the effect of various Internet shopping site qualities on the utilitarian and hedonic values of Internet shopping. The influence of the perceived level of Internet shopping value on customer satisfaction and repurchase intention is also investigated. We perform structural equation analysis with a sample of 293 observations consisting of two different income groups (workforce and student). Our results show that while system and service qualities are critical factors affecting utilitarian shopping value, information and service qualities are the factors most closely associated with hedonic shopping value. These findings suggest that service quality plays a significant role in increasing both utilitarian and hedonic shopping values. Our results also show that the impact of quality factors on Internet shopping values and subsequent repurchase intention differs across the two income groups.

Role of trust in explaining repurchase intention

This paper develops a new research model to examine the role of trust, attitude, communication, image, customer satisfaction and service quality in explaining repurchase intention. Paper survey was distributed to DELL laptop users in Shiraz, Iran. Paper surveys were distributed in ten sales agencies to customers. A total of 731 valid questionnaires were returned. The questions used in this study were taken from the relevant literature, and contained 28 questions addressing all the variables: customer satisfaction (4 items), image (5 items), trust (6 items), attitude (3 items), communication (4 items), service quality (3 items) and repurchase intentions (3 items). Coni¬rmatory factor analysis was conducted to examine the reliability and validity of the measurement model, and the structural equation modelling technique was used to test the research model. The findings suggest that trust was most influenced by attitude (42%), communication (35%), and image (29%). This study shows that the most impacts of trust are on customer satisfaction (38%), and service quality (31%). Besides, repurchase intention was most influenced by customer satisfaction (47%), and service quality (44%). This study suggests that to enhance customer repurchase intention, service provider should develop marketing strategies to better address the trustworthiness of services. Key words: Attitude, image, trust, repurchase intention, communication, customer satisfaction, service quality.

An examination of the effects of perceived value and attitude on customers’ behavioral intentions in e-shopping

The main purpose of this research is to construct a new model for factors that affect online consumer behavioral intentions, including various dimensions of perceived value (monetary, convenience and epistemic) and attitude. This paper also examines the effects of consumer behavioral intentions on word-of-mouth and repurchase intentions in the context of internet shopping. Data from a survey of 753 online consumers in Tehran (Iran) were used to test the research model. Coni¬rmatory factor analysis was conducted to examine the reliability and validity of the measurement model, and the structural equation modelling technique was used to test the research model. The findings of the study supported all of the six hypothesized relationships. The findings suggest that behavioral intentions were most influenced by attitude (31%), monetary value (29%), convenience value (21%) and epistemic value (19%). Beside, this study shows that the most impacts of behavioral intentions are on repurchase intentions (38%) and word-of-mouth (33%). Future research can use different methodologies, such as longitudinal studies and focus groups, to examine the relationship between perceived value, attitude and customer behaviour intentions in online shopping contexts. This study suggests that to enhance customer repurchase intentions and word-of-mouth, online bookstores should develop marketing strategies. Also, bookstores' managers should direct marketing activities with the aim to enhance behavioral intentions from e-shopping. To encourage internet usage intentions, it appears worthwhile to create in potential users, a sense that the technology is useful, easy to use, and that others have expectations regarding its usage. Key words: Monetary value, convenience value, epistemic value, attitude, word-of-mouth, repurchase intention, behavioral intentions.

Türk Bankacılık Sektöründe Hizmet Kalitesinin Müşteri Tatmini ve Tekrar Satın Alma Niyeti Üzerine Etkisi: Yapısal Eşitlik Modeli ile Bir İnceleme

The aim of this paper is two-fold: firstly, to assess customers’ expectations and perceptions towards the quality of services provided by private banks in Turkey and, secondly, to investigate the relationships between service quality, satisfaction, and repurchase intention for bank customers through a structural equation model. Data were collected by face to face interviews with 500 customers of a private bank listed in world’s most valuable 100 banking brands using the SERVQUAL method. Results revealed that customers’ perceptions of service quality fell short of their expectations, with the responsiveness dimension having the largest gap and the tangibles dimension having the smallest gap. Moreover, although the service quality did not have a direct effect on customer repurchase intention, it did have an indirect influence on customer repurchase intention via customer satisfaction. Results confirmed the mediator effect of customer satisfaction.

Analysis of Consumer Repurchase Intention towards Online Shopping in Indonesia’s Online Retail Business Market

Factors affecting repurchase intention have been investigated by many prior studies. However, the study towards online shopping repurchase intention and specifically in the Indonesia region has not been studied. An empirical study was conducted to investigate and identify the key factors that make customers willing to repurchase through online shopping. We evaluated some theories that have been used to investigate repurchase intentions and proposed a modified framework and develop our hypotheses. Our results pointed that Performance Expectancy and Facilitating Conditions to be the two most important factors that will influence the repurchase intention of customers. The implications of the findings were also discussed.

A Study on the Impact of Customer Satisfaction and Repurchase Intention by the Characteristics of the Airline's Smartphones Application According to Customer Types

A Study on the Impact of Customer Satisfaction and Repurchase Intention by the Characteristics of the Airline's Smartphones Application According to Customer Types

A Study on the Effects of Service Quality, Service Value, Emotional Response and Reputation on Customer Satisfaction and Repurchase Intention in Discount Store

A Study on the Effects of Service Quality, Service Value, Emotional Response and Reputation on Customer Satisfaction and Repurchase Intention in Discount Store

Authentic dining experiences in ethnic theme restaurants

The literature on ethnic theme restaurants has already shown that patrons of such restaurants often wish to experience authentic ethnic culture, and customer satisfaction correlates with authenticity. This study examines the relationship between importance and performance of perceptions of authentic dining experiences in ethnic theme restaurants, and attempts to verify the influence of authentic dining experiences on repurchase intention in ethnic theme restaurants. After designing questionnaire content and sampling, this study obtained 538 samples. The analytical results show that authentic dining experiences effectively indicate customer repurchase intention. This study thus concludes that to attract more customers, ethnic theme restaurants should improve their service, settings, and food to provide customers a more authentic dining experience.

Repurchase intention in B2C e-commerce—A relationship quality perspective

Information systems professionals must pay attention to online customer retention. Drawing on the relationship marketing literature, we formulated and tested a model to explain B2C user repurchase intention from the perspective of relationship quality. The model was empirically tested through a survey conducted in Northern Ireland. Results showed that online relationship quality and perceived website usability positively impacted customer repurchase intention. Moreover, online relationship quality was positively influenced by perceived vendor expertise in order fulfillment, perceived vendor reputation, and perceived website usability, whereas distrust in vendor behavior negatively influenced online relationship quality. Implications of these findings are discussed.

The study of consumer intention, service quality cognition and repurchase behavior of consumers in exotic restaurants – mexican restaurant

Economic growth boosted dining-out population and encouraged opening of different exotic restaurants one by another in the recent years. Changes of eating habits and arrivals of global villages were the essential to drive restaurants to become internationalized. Consumers nowadays value more on consumer quality, thus, this study explored on the impacts of key factors in service quality from exotic restaurants vs. consumer repurchase intention, with consumers of Mexican restaurants as examples. This study adapted questionnaire survey, investigating consumers in Kaohsiung city as objects, and examined incidences and correlations of service quality vs. consumer satisfaction level and repurchase intention as variables through regression analysis. The results revealed that factors of customer relationship management and waiter/waitress both showed positive and significant relative influences on customer satisfaction level and repurchase intention. Service location presented significant influence vs. consumer satisfaction level, yet showing negative relationship vs. repurchase intention.

The Effect of Menu Quality and Brand Image on Customer Satisfaction and Repurchase Intention in Family Restaurants

The Effect of Menu Quality and Brand Image on Customer Satisfaction and Repurchase Intention in Family Restaurants

An Empirical on the Re-purchase Intention and Satisfaction of Transaction Customer in EC Shopping Mall

An Empirical on the Re-purchase Intention and Satisfaction of Transaction Customer in EC Shopping Mall

리조트호텔 이용고객의 호텔 종사원에 대한 대인신뢰가 고객충성도, 재구매의도에 미치는 영향

Hotel should provide customers with trust and satisfaction through a long-term relationship to receive a loyalty from them. In this study, we interviewed resort hotel customers in Je-ju island to find out how an interpersonal trust affects customer`s loyalty and repurchase intention. Through this research, we found out the customer`s feeling on employees regarding their abilities and similarities has a positive effect on the customer`s loyalty and repurchase intention while the consistency of employees has a negative effect. For the customers who`re interested in resort area with curiosity and new concerns, consistency is negative affected factor to customer loyalty and repurchase intention.

A mediation of customer satisfaction relationship between service quality and repurchase intentions for the telecom sector in Pakistan: A case study of university students

Organizations always look forward to long lasting success. For long lasting benefits and greater returns, organizations continuously try to satisfy their customers in order to retain them and get their future repurchase intentions. Future repurchase intentions of customers are outcomes of various organizational efforts. As such, one of the most important determinants of customer repurchase intentions discussed by researchers is offering, competitively, the best service quality to customers. All organizations offer the best possible service to their customers in order to retain them and create positive repurchase intentions in the future. This study aims to study the impact of service quality on customer repurchase intentions. Satisfaction is a variable which is an outcome of better service quality, and in return, it gives customers the zeal to stay with the service provider and creates greater repurchase intentions for the customers. So, satisfaction is considered as a mediating variable in the study. The study is conducted in the telecom sector (only cellular companies) of Pakistan. Service quality is measured using Parasuraman et al. (1988) SERVQUAL model containing 5 dimensions of service quality (tangibles, responsiveness, empathy, assurance and reliability). Nonetheless, the relationship of service quality with customer repurchase intentions is also studied. The data were collected from 331 young mobile users, and as such, correlation and regression analysis were used to analyze the data. However, results and discussion are presented. Key words: Service quality, mediating variable, satisfaction, customer repurchase intentions, telecom sector, cellular companies.

Study on the Decision Factors for Customer Satisfaction and Repurchase Intention in High-Speed Internet Access Service: Focus on the Company, Product and Customer Service

Study on the Decision Factors for Customer Satisfaction and Repurchase Intention in High-Speed Internet Access Service: Focus on the Company, Product and Customer Service