Customer Repurchase Intention Research Articles

Unraveling customer repurchase intention in OFDL context: An investigation using a hybrid technique of SEM and fsQCA

This research proposes a conceptual model based on the stimulus-organism-response (S–O-R) theoretical framework which links perceived website/app quality and image (stimuli) to satisfaction and trust (organism) which in turn influence customer repurchase intention (response). The data was collected from 680 consumers via Amazon MTurk. Following Covariance based Structural Equation Modeling (CB-SEM) analysis to validate the proposed model, fuzzy set/Qualitative Comparative Analysis (fsQCA) technique was also performed. According to the findings, perceived website/app quality has a direct impact on both satisfaction and trust in online food delivery services. Additionally, customer familiarity moderates the relationship between website/app quality and repurchase intention. Next, customer reviews moderate the association between repurchase intention and trust. Holistically, this study offers significant implications for academicians, managers and policymakers. Academically, this study contributes to online food delivery literature. Practically, the results provide guidelines to marketers, managers and policymakers interested in devising marketing strategies to promote customer's repurchase intention in online food delivery context.

MEDIASI BRAND LOYALTY PADA BRAND IMAGE, BRAND PERSONALITY, BRAND AWARENESS DAN PERCEIVED QUALITY TERHADAP REPURCHASE INTENTION (TRAVEL AGENT KONVENSIONAL DI JAKARTA)

Research explores and performs empirical testing of the mediating effect of brand loyalty on brand image, brand personality, brand awareness and perceived quality on repurchase intention. 310 valid questionnaires from customers of 10 conventional travel agents in DKI Jakarta. 32 items questionnaire statement. 13 hypotheses were tested with Partial Least Square. There are 10 hypotheses of positive influence and 3 hypotheses of no positive influence. The managerial implications of conventional travel agents maintain brand loyalty and develop customer repurchase intention by paying attention to the role of the brand and the quality of serving behaviour. The model used is developing a model and has produced a new novelty of perceived quality in the service industry. Conventional travel agents have not had much research combining the role of brand loyalty as a mediation in the effect of perceived quality on repurchase intention.

An Empirical Study of Factors Affecting Repurchase Intention in Online Store in Indonesia During Pandemi Covid-19

The aim of this paper is to understand the repurchase intention of customers in online shopping. The Covid-19 pandemic has caused transactions through online store Tokopedia grew rapidly. Online stores expect an increase in repurchase intention. This study investigates the relationship between perceived benefits (convenience, product selection, and price) and perceived risks (delivery, product performance, return policy and characteristics) on repurchase satisfaction with customer satisfaction as a mediating variable. Data collected from 100 respondents were analyzed using Partial Least Square-Structural Equation Modeling using the SmartPls program. This study shows that customer satisfaction, product selection, price, delivery, product performance, and return policy are significant positive predictors of customer repurchase intention

The Influence of Brand Image and Product Innovation on Customer Repurchase Intention through The Mediation of Customer Satisfaction Towards Indomie

Purpose: To examine the effect of Indomie's brand image and productinnovation on repurchase intention either directly or throughcustomer satisfaction.
 Method: This study uses quantitative methods to obtain significantresults and data collection in the form of an online questionnairethrough a google Forms. The total number of respondents obtained was 153respondents with a minimum age of 17 years or more, domiciled inSurabaya, and had consumed Indomie in the last three months. The datawere then analyzed using the structural equation model techniquewith the help of PLS 4 software.
 Result: The results showed that brand image and product innovationhad a positive and significant impact on customer satisfaction andrepurchase intention, customer satisfaction had a positive andsignificant impact on repurchase intention and consumer satisfactionpartially mediated the relationship between brand image and productinnovation on repurchase intention.

Repurchase intention of e-commerce customers in Indonesia: An overview of the effect of e-service quality, e-word of mouth, customer trust, and customer satisfaction mediation

The rapid development of e-commerce in Indonesia makes the competition in this business increasingly fierce. This study aims to determine and analyze the effect of e-service quality, e-word of mouth (e-WOM), customer trust on customer satisfaction on e-commerce customers in Indonesia, then the study aims to determine and analyze the effect of e-service quality, e-word of mouth (e-WOM), customer trust and customer satisfaction on the repurchase intention of e-commerce customers in Indonesia. The study also aims to determine and analyze the mediating role of customer satisfaction on the relationship between e-service quality, e-word of mouth (e-WOM), and customer trust in repurchase intentions. The research is quantitative by distributing questionnaires to respondents; the sample collection method is purposive sampling. The number of samples used was 344 e-commerce consumers from Shopee, Tokopedia, Lazada, and Bukalapak throughout Indonesia. Data processing is applied by using the SmartPLS 3 Structural Equation Modelling (SEM) method. The results of this study indicate that there was a positive and significant effect of e-service quality on customer satisfaction, there was a positive and significant effect of e-WOM on customer satisfaction, customer trust had a positive and significant impact on customer satisfaction, e-service quality had no significant effect on purchase intention, e-WOM had a positive and significant effect on repurchase intention, customer trust had no significant effect on repurchase intention, e-service quality had a positive and significant effect on repurchase intention through customer satisfaction, e-WOM had a positive and significant effect on repurchase intention through customer satisfaction, customers trust had a positive and significant impact on repurchase intention through customer satisfaction.

Impact of post-purchase convenience and return management on customer repurchase intentions in e-commerce

Impact of post-purchase convenience and return management on customer repurchase intentions in e-commerce

Store Environmental Cues and Repurchase Intention in Retail Supermarkets in Sri Lanka: Mediating Role of Store Image

The objective of the study was to investigate the impact of store environment on the repurchase intention and examine the mediating role of store image created through the store environment of Sri Lankan retail supermarkets. Data were collected from 183 customers of retail supermarkets using a questionnaire. Findings indicate that the store environment of supermarkets leads to store image, which is important for the formation of repurchase intention of customers. The study further revealed that store image partially mediates the relationship between store environment and repurchase intention of customers. Retail marketers need more focus on the easiness of moving within supermarkets, pleasant lighting within supermarkets, mechanizing in stores, attractive display, and location to create a conducive store environment for customers. In forming store image, retail marketers may pay attention to external and internal decorations of stores, knowledge of sales personnel, quality and assortment of products, and fair and competitive prices.

PENGARUH PENGALAMAN PELANGGAN DAN KEPERCAYAAN TERHADAP NIAT BELI ULANG MELALUI KEPUASAN PELANGGAN SEBAGAI VARIABEL MEDIASI

This study aims to determine the effect of customer experience and trust on customer repurchase intentions of products sold at Lazada mediated by customer satisfaction. Repurchase intention is a post-purchase action caused by the satisfaction felt by consumers for products that have been previously purchased or consumed. Repurchase intention can be understood with satisfaction and trust, as consumers tend to rely on their experience after the initial transaction.The data collection method used in this research is literature study and field study. The data used in this research is primary data. The variables used in this study are customer experience and trust as independent variables, while repurchase intention as the dependent variable and customer satisfaction as the mediating variable. The sample in this study using purposive sampling technique. The data in this study were processed using AMOS. Based on the results of this study, it shows that the variables of customer experience and trust have a positive effect on customer satisfaction. Customer experience variables have no effect on customer repurchase intentions. The trust variable has a positive effect on customer repurchase intention. Customer satisfaction variables have a positive effect on customer repurchase intentions. Customer satisfaction variables can mediate the indirect effect of customer experience and trust in Lazada.coc.id customer repurchase intentions. Lazada can continue to build customer trust so that customer repurchase intentions remain high. Lazada as an online sales website should be able to guarantee customer safety in making purchases and online payments so that buyer satisfaction increases.

Does Food Safety Build Customer Trust? The Mediating Role of Perceived Risk in Food Delivery Service in Bangkok during the COVID-19 Pandemic

This research investigated the role of perceived food safety on customer trust and its mechanism via perceived risk in the food delivery service business during the COVID-19 pandemic. Survey data were collected from 600 food delivery customers in the Bangkok area. However, only 505 sets of questionnaires were completed and returned to the researcher with a response rate of 84.16%. The data were proceeded using WarpPLS 7.0 program to perform partial least squares Structural Equation Modeling (SEM), which was proven suitable for this research. The results showed that perceived food safety could directly promote customer trust (β=0.528; p<0.001). On the other hand, it can also indirectly foster customer trust by decreasing perceived risk (β=-0.123; p=0.003), which will eventually promote customer trust (β=-0.179; p<0.001). In other words, perceived risk partially mediates the association between perceived food safety and customer repurchase intentions (t=2.273; p=0.022). Therefore, customers' trust can be built by providing food safety standards to foster their confidence and perceive minimal risk levels. The findings provided additional empirical evidence of marketing knowledge that the social exchange theory can explain. The results can be applied as a guideline for food delivery service businesses to escalate their service and standards to build customer trust and gain competitive advantages, particularly during pandemics when customers are more health-conscious than ever.

Prost with craft beer! Do customer experience and price sensitivity affect product price image, perceived value and repurchase intention?

PurposeThis paper aims to investigate the effect of product price image (PPI) on perceived value (PV) and repurchase intention (RI) of Brazilian customers' craft beer. Moreover, this research also verifies the moderating effect of customer experience (CE) and price sensitivity.Design/methodology/approachThe survey data analysis was performed using Smart-PLS 3.3.9 and Process 4.1 software with 329 customers.FindingsThe results show that PV is a full mediation variable in the relationship between PPI and RI. As a mediated moderation, lower CE and price sensitivity better explain the indirect effect of PPI on RI via PV.Practical implicationsThus, managers may reinforce the PV of low price sensitivity and low CE. These customers learn about companies' prices compared with higher price-sensitive customers and higher CE that already PV.Originality/valueThe article discusses the implications of PV as a mediator, low price sensitivity and low CE as moderators for craft beer.Highlights The world's most widely consumed alcoholic beverage, following water and tea, the third-most-popular drink on earth is beer;Managers should create strategies to reinforce the PV and consequently the RI by offering PPI and benefits (PV) for customers with low experience and low-price sensitivity about craft beer;Low customer experience and low-price sensitive's customers are learning about companies' prices compared to higher price sensitive, and higher customer experience that already PV, PL, PF, and PEs and NEs;Small producers craft beer that connotated the product's high quality and benefits; the higher may be the level of RI and consumption from customers.

Understanding Repurchase Intention of Online Marketplace Customers in Jakarta with Trust as Intervening

The COVID-19 pandemic has a significant impact on the increased consumption and using digital services of Indonesian people. One of the digital services used is an e-commerce site. This phenomenon causes intense competition between e-commerce in Indonesia. The purpose of this study was to determine the significant effect of perceived usefulness and perceived ease of use on repurchase intention through trust. Data collection method by distributing online questionnaires through Google Forms. The sample in this study amounted to 252 respondents who live in DKI Jakarta, aged 18 – 38 years and have made purchases at online marketplace at least five times in the past year. Data analysis techniques used SPSS version 26 and SEM (Structural Equation Model) Lisrel version 8.8 to process data and analyze research data. The results showed that perceived usefulness has a significant effect on trust, perceived ease of use has a significant effect on trust, trust has a significant effect on repurchase intention, perceived usefulness has a significant effect on repurchase intention, perceived ease of use has a significant effect on repurchase intention, perceived usefulness has a significant effect on repurchase intention through trust, perceived ease of use has a significant effect on repurchase intention through trust.

Factors Affecting Customer Repurchase Intention: Case Study on Food Delivery Application

This study aimed to determine the direct effect of e-service quality, e-promotion, and perceived value variables on repurchase decision. As well as the indirect effect between e-service quality and e-promotion on repurchase decision through perceived value as an intervening variable. The research uses a quantitative approach and the data collection method uses a survey method with an instrument like a questionnaire. The object of research is 260 users of the McDelivery application who are domiciled in the JABODETABEK area, aged 17 years and over, who have seen/used the McDelivery online promotions McDelivery application to shop at least twice in the last six months. The data analysis technique used SPSS software and SEM analysis used LISREL software to process and analyze the research data. The results of the hypothesis test show that: (1) e-service quality affects repurchase decision; (2) e-promotion affects repurchase decision; (3) e-service quality affects repurchase decision through perceived value; (4) e-promotion affects repurchase decision through perceived value; (5) e-service quality affects perceived value; (6) e-promotion affects perceived value; (7) perceived value affects repurchase decision.

Effects of logistics service quality and price fairness on customer repurchase intention: The moderating role of cross-border e-commerce experiences

The dimension of logistics service quality (LSQ) has been receiving much attention as a key factor for the success of many leading domestic e-commerce platforms (DEC). However, the recent increase in demand for cross-border e-commerce (CBEC) calls for a reexamination of the relationship between LSQ and consumer repurchase intention. This study assesses the significance of the moderating effects of CBEC on the LSQ–satisfaction–loyalty–repurchase intention consequence chain. The findings revealed that CBEC has an enhancing moderating effect on the relationship between customer satisfaction and functional service quality (personnel quality) and, conversely, an attenuating moderating effect on the relationship between customer satisfaction and technical service quality (timeliness) and price quality (price fairness). Many DEC business platforms that are considering expanding into foreign markets can use these findings to create effective CBEC logistics service strategies.

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.

The impact of perceived service quality on customers’ repurchase intention: Mediation effect of price perception

The Internet service sector is characterized as highly competitive, so Internet service providers have to seek ways to offer high-quality services to customers. This study measured the impact of perceived service quality on the repurchase intention of customers with the mediating impact of customers’ price perception. Data were gathered by surveying 405 customers of Internet service providers in Amman (Jordan) using the snowball sampling technique; the questionnaire was shared through social medias. Data were analyzed using factor analysis, regression, path analysis, and structural equation modeling (SEM). The results indicate that service quality factors represented by perceived service quality significantly affect customers’ repurchase intention and price perception (p-value is less than 0.05). Furthermore, price perception partially mediates the relationship between perceived service quality and customers’ repurchase intention, with an estimated power of 0.136. Thus far, the mediating variable that explains and predicts the relationship between perceived service quality and customers’ repurchase intention has been overlooked in the extant literature. Therefore, this study employs the role of price perception as a mediator variable. In addition, it provided an accurate assessment of customers’ perceptions of service quality of Internet providers in Amman (Jordan).

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.