Customer Repurchase Intention Research Articles

중국소비자의 해외직구 서비스품질이 고객만족도와 재구매의도에 미치는 영향

본 연구는 선행연구를 방탕으로 중국소비자의 해외직구 서비스품질의 주문서비스(주무절차, 고객 대응성, 결제 편이성), 배송서비스(배송 정확성, 적시성, 안전성, 비용 저렴성) 및 사후서비스(반품 용이성, 신속성)등의 9가지 변수를 도출하고 고객의 만족도와 재구매의도를 종속변수로 설정하였다. 또한 중국소비자의 해외직구 서비스품질이 고객만족도와 재구매의도에 미치는 영향을 분석한다는 연구목적을 달성하기 위해서 연구 모형 및 여러 가설들을 도출하였다. 설문 조사를 온라인 리서치업체를 이용해 유효한 설문지 385부가 최종적으로 분석에 사용되었다. 수집한 자료는 IBM SPSS 24.0과 AMOS 24.0을 사용하여 분석하였다. 연구결과에 의하면 해외직구 서비스품질의 주문서비스 중에 주문절차는 고객만족에 미치는 영향이 유의하지 않은 것으로 나타났고, 재구매의도에 긍정적인 영향을 미치는 것으로 나타났다. 나머지 요인들(고객 대응성, 결제 편의성, 배송 정확성, 적시성, 비용 저렴성, 반품 용이성, 신속성)은 고객만족도와 재구매의도에 긍정적인 영향을 미치는 것으로 분석되었다. 그리고 중국소비자의 고객만족도는 재구매의도에 유의한 영향을 미치는 것으로 분석되었다. 본 연구결과를 통하여 본 연구의 한계점이 언급되며 미래의 연구 방향을 제시하고 해외직구 서비스품질의 몇 가지 개선점 및 시사점을 제시하였다.

ANALISIS BAURAN PEMASARAN TERHADAP PERILAKU KONSUMEN PRODUK PANGAN ORGANIK

This study was aimed to analyze the effect of marketing mix consist of product, price, place, promotion, and service on consumer satisfaction and repurchase intention of organic food products. Fifty-four respondent were selected by convenience sampling method to collect information from the respondent by filled the sheet questionnaires to obtain primary data. The data were analyzed by using multiple regression method. The result of the study showed that the marketing mix was influenced significantly on customer satisfaction by 99,7percent and 80,4 percent was affected by repurchase intention. Product was a variable of marketing mix had more important to influence customer satisfaction and repurchase intention for organic food products. Marketing mix product, price, place, promotion, and service partially have a significant effect on consumer satisfaction. Product, price, and service significantly affected on repurchase intention, whereas place and promotion was no significant effect. 
 Key words: organic food, marketing mix, consumer satisfaction, repurchase intention

Understanding Customer Repurchase Intention in E-commerce: Role of Perceived Price, Delivery Quality, and Perceived Value

In an e-commerce setup understanding the mechanism of repurchase intention of consumers is very essential for survival of business. The main purpose of this study was to understand mechanism and factors that impact consumer repurchase intention. Drawing upon information systems and marketing literature a model was formulated. The model was tested empirically using data collected through online survey in India. A total of 900 links to survey were emailed or messaged out of which 375 responses were received. Out of 375 responses 61 responses were eliminated due to incomplete information or lack of internet shopping experience. A total of 314 responses were finally put to empirical analysis. The findings of this study portray that perceived price and delivery quality have significant impact on perceived value, and perceived value has significant impact on repurchase intention. Further perceived price was found inversely related to perceived value and delivered quality was directly related to perceived value.

HMR 프랜차이즈 도시락 전문점의 선택속성이 고객만족과 재구매의도에 미치는 영향

HMR 프랜차이즈 도시락 전문점의 선택속성이 고객만족과 재구매의도에 미치는 영향

식당종사원의 매력성이 고객의 메뉴선택과 만족 및 재구매의도에 미치는 영향

식당종사원의 매력성이 고객의 메뉴선택과 만족 및 재구매의도에 미치는 영향

실내수영장의 교육서비스품질과 고객만족도 및 재구매의사의 관계

실내수영장의 교육서비스품질과 고객만족도 및 재구매의사의 관계

A Study on the Effect of Using Return Delivery Price Insurance on the Customer's Interchange Intent in the Online Shopping Center

본 연구에서 온라인 쇼핑몰을 중심으로 최근 온라인 쇼핑몰에서 인기가 많은 반품 배송비 보험을연구대상으로 하고 선행연구를 통하여 평가요인을 도출하여 반품 배송비 보험의 활용이 고객 재구매의도에 어떠한 영향을 미치는지를 분석하고자 한다. 본 연구는 반품 배송비 보험의 활용이 고객 재구매 의도에 미친 영향의 시사점과 반품 배송비 보험의 향후 연구 방향을 제안하는 것을 목적으로 한다. 연구를 위해 온라인 쇼핑몰을 이용한 적이 있는 소비자를 대상으로 하여 설문을 실시하였고, 유효한설문지 총 253부 분석에 사용하였으며 통계 분석을 위해 SPSS v22.0을 이용하였다. 반품 배송비 보험서비스품질 요인과 재구매의도 요인으로 총 6개 변수 ‘확신성’, ‘신뢰성’, ‘적시성’, ‘공감성’, ‘경제성’를선택하여 분석을 실시하였다. 그 외에 인구통계학적 특성과 기술통계분석에 속해있는 교차분석을 하였다. 설문지의 신뢰도과 타당성을 검증하기 위해 신뢰도 분석과 요인분석을 하였으며 변수 간의 상관관계를 파악하기 위해 상관관계 분석을 하고 가설검증을 하기 위해서 회귀분석을 하였다. 반품 배송비보험이 활용되므로 소비자가 온라인 쇼핑몰에서 재구매의도를 높이기 위해서는 보험 서비스품질 요인중인 ‘공감성’과 ‘적시성’과 관련된 평가 수치를 높여야 할 필요가 있는 것으로 보인다.In this study, the study focuses on the recent online shopping mall based on the online shopping mall, and the analysis on the effect of using the return shipping insurance on the purpose of using the return shipping insurance to derive the assessment factors through prior research. The purpose of this study is to suggest implications for the use of return shipping insurance on customer re-purchase intentions and future research on return shipping insurance. For the study, we conducted a survey of consumers who have used online shopping malls, used for a total of 253 copies of the questionnaire, and used SPSS v22.0 for statistical analysis. The analysis was conducted by selecting a total of six variables :‘assurance , ‘reliability , ‘timely , ‘empathy and ‘economic for quality factors of return delivery insurance service and purpose of purchase. In addition, cross-examination was performed in the demographic characteristics and technical statistical analysis. To verify the reliability and validity of the questionnaire, reliability analysis and factor analysis were performed, and correlation and hypothesis analysis were performed to identify the correlation between variables. Therefore, since return shipping insurance is utilized, consumers need to increase their assessment numbers related to ‘empathy and ‘timely , which are factors of insurance service quality, in order to enhance their willingness to repurchase in online shopping malls.

The Effect of Service Quality on Customer Satisfaction and Repurchase Intention by Service Channels of Online Travel Agency: Focusing on Comparison between Mobile App and PC based Website

The Effect of Service Quality on Customer Satisfaction and Repurchase Intention by Service Channels of Online Travel Agency: Focusing on Comparison between Mobile App and PC based Website

소셜커머스 정보품질특성에 따른 몰입 및 재구매 의도에 관한 연구: 호텔상품 구매 고객성향의 조절효과

소셜커머스 정보품질특성에 따른 몰입 및 재구매 의도에 관한 연구: 호텔상품 구매 고객성향의 조절효과

Pengaruh Unsur-Unsur Customer Experience terhadap Minat Pembelian Kembali (Studi Kasus pada Konsumen Anomali Coffee Ubud)

The Influence of Customer Experience on Customer Repurchase Intention (A Case Study on Anomali Coffee Ubud Customers)
 Coffee shop is one of the culinary business which is growing significantly enough. The Anomaly Coffee is a coffee shop which is located at Jalan Raya Ubud No. 88, Ubud, Bali it prepares different types of coffee and foods as the other coffee shops do. Anomali Coffee it also prepares several supporting facilities which can contribute to the customer experience.Its interior design is unique and provides free wifi. Apart from that, the consumers are provided with the opportunity to brew own coffee. This current study was intended to identify and analyze the influence of the elements of customer experience to repurchase intention.The samples in the current study were taken using the accidental sampling technique.The respondents totaled 60. The data were analyzed using the multiple linear regression method.From the result of the study, it could be concluded that the customer experience could be categorized as good. Based on the result of the partial test, the variables of sense and the relate variable have a significant influence on repurchase intention. Simultaneously, the elements of customer experience which consist of the sense, feel, think, act and relate have a significant influence on repurchase intention at Anomali Coffee customer. The R-square score obtained was 78.8%; the rest was obtained from the other factors which were not investigated in the current study.

Customer repurchase intention in service business: a case study of car repair service business

The aim of this study is to determine the relationship between behavioural intention with customer repurchase intention, customer satisfaction, perceived service quality, perceived product quality and perceived price fairness in automobile industry, particularly in service garage. This study is specified at particular authorized automobile workshops in Indonesia. The non-probability purposive sampling was performed to obtain the samples of this research. Methodology: the survey was conducted online, using the main instrument of the data collection – the questionnaire which was adopted from previous researchers. The samples were obtained from a survey conducted for two weeks with 174 respondents. The four set of variables were then tested to ensure the validity and reliability along with the assumption test to ensure the normality, linearity, homoscedasticity and multi-collinearity, which was concluded as powerful enough to be used for this research. The statistical analyses results have supported all hypotheses stated in the research. As a result the study found positive and significant relationship of perceived service quality, perceived product quality, and perceived price fairness with customer satisfaction. In addition, in the second stage, customer satisfaction was also proven to have significant and positive relationship with repurchase intention. This study can be improved by adding the sample numbers, enlarge the samples with different car brands, and have further study on additional dependent variables. However, the current result has provided valuable inputs for automobile service garage to increase the customer repurchase intention. JEL Classification: M21, M31, M30.

Customer centric success measures in project management

This research investigates 3,129 system delivery projects in the facilities management industry with an aim to understand customers' perceptions of customer relationship quality, satisfaction, repurchase intent and the role of the value for money construct in the customer satisfaction and repurchase intent context. To test the hypotheses, the partial least squares (PLS) structural equation modelling was used to test the theoretical model. The findings show a significant and positive relationship between the relationship quality and customer satisfaction as well as between customer satisfactions and repurchase intent. Furthermore, it was discovered that the value for money construct is not directly related to customer satisfaction; instead it was found to partially mediate the customer satisfaction and repurchase intent relationship. The study contributes to an increased understanding of the customer perceptions regarding relationship quality, customer satisfaction and repurchase intent and the role of value for money in complex system delivery projects. Future research opportunities will be discussed as well.

Determinants of organisational customers' perceived value and repurchase intention: an empirical study of B2B general insurance across Vietnam

The insurance industry has achieved remarkable growth. However, the policy renewal ratio remains low in this promising sector. This research aims to identify the factors affecting the general insurance repurchase intention of the organisational customers in Vietnam. This study analysed the relationships between organisational customers' repurchase intention (ORPINT) and seven independent variables: interpersonal skills, technology, premium, reliability, reputation, and risk coverage with organisational customer perceived value (ORPERVA) as the moderating variable. A questionnaire was developed and distributed to 547 companies availing of insurance services nationwide. It was found that interpersonal skills, premium, reliability, reputation, and risk coverage all have significant positive relationships while technology has a negative effect on ORPINT with ORPERVA. Based on these findings, it is recommended that the business-to-business (B2B) insurance policy renewal rate in Vietnam should be improved by considering the organisational customers' perceived value, thereby contributing to the overall development of the insurance industry.

Determinants of organisational customers' perceived value and repurchase intention: an empirical study of B2B general insurance across Vietnam

The insurance industry has achieved remarkable growth. However, the policy renewal ratio remains low in this promising sector. This research aims to identify the factors affecting the general insurance repurchase intention of the organisational customers in Vietnam. This study analysed the relationships between organisational customers' repurchase intention (ORPINT) and seven independent variables: interpersonal skills, technology, premium, reliability, reputation, and risk coverage with organisational customer perceived value (ORPERVA) as the moderating variable. A questionnaire was developed and distributed to 547 companies availing of insurance services nationwide. It was found that interpersonal skills, premium, reliability, reputation, and risk coverage all have significant positive relationships while technology has a negative effect on ORPINT with ORPERVA. Based on these findings, it is recommended that the business-to-business (B2B) insurance policy renewal rate in Vietnam should be improved by considering the organisational customers' perceived value, thereby contributing to the overall development of the insurance industry.

DOES VALUE CO-CREATION IMPACTS CUSTOMER LOYALTY AND REPURCHASE INTENTION ?

The study conducted is focused towards analyzing the association between value co-creation and its association towards customer satisfaction and ultimately customer loyalty driving towards customer’s repurchase intention. The investigation is carried out among the young mobile phone users, the respondents being from the Private Universities of Karachi. The research utilizes path analysis to test the hypotheses and achieve the objectives of the research conducted. In total, 172 completed and usable questionnaires were received from respondents comprising of young university going mobile phone users. Convenience sampling was used selection of the sample. The results achieve via path analysis revealed that Customer Perceived Vale and Customer Trust positively impacts Co-creation of Value which results towards Customer Satisfaction and Customer Loyalty and ultimately customers repurchase intention. This research contributes signifi cantly towards developing strategies for increasing satisfaction and loyalty pattern of the customer within the telecommunication industry of the country. This conducted research can further be replicated within other service sectors and also other age groups residing in the same service sector. The research conducted delivers an inimitable perspective of Value Co-creation in Pakistan Telecommunication sector which has been not much covered in the given geographic area. The model can be further used in understanding the consumer behavior in other service sector and also it can be applied on other age groups.

The Role of Multichannel Integration, Trust and Offline-to-Online Customer Loyalty Towards Repurchase Intention: an Empirical Study in Online-to-Offline (O2O) e-commerce

In the current information system literature, the role of trust and customer loyalty towards repurchase intention has been widely discussed. However, there are still limited discussions regarding this topic in the emerging multichannel Online-to-Offilne (O2O) e-commerce context. Thus, the purpose of this research is to examine the influence of multichannel integration and trust towards offline loyalty and online loyalty to repurchase intention. This research conducts quantitative method with Structural Equation Modeling (SEM) by using 311 respondent data from O2O e-commerce users in Greater Jakarta Area. The research findings show that both multichannel integration and trust have significant effect toward both customer online loyalty and customer offline loyalty that drive customer repurchase intention. The implications of these findings are discussed.

타인의 고객시민행동이 신규가입 고객의 재가입의도에 미치는 영향에 관한 연구 : 고객 신뢰, 연령 및 서비스 이용 동반자 유무의 조절된 매개효과 중심으로

본 연구는 서비스 맥락에서 기존 고객의 고객시민행동(타인의 고객시민행동)이 신규가입고객의 재가입의도에 미치는 영향과 둘 사이의 관계에서 고객 신뢰의 매개효과를 살펴보았다. 또한 연령과 서비스 이용의 동반자 유무의 조절역할을 조사하여, 신규가입 고객의 재가입의도에 미치는 타인의 고객시민행동이 효과적인 조건을 찾고자하였다. 이를 검증하기 위하여 최근 1년 이내에 스포츠센터를 이용한 경험이 있는 300명을 대상으로 설문을 실시하였다. 분석은 응답자 중 아직 재가입을 하지 않은 82명의 자료를 분석하였다. 연구결과, 타인의 고객시민행동은 신규가입 고객의 재가입의도에 긍정적인 영향을 미쳤고, 고객 신뢰가 둘 사이의 관계를 매개하였다. 또한 연령과 서비스 이용의 동반자 유무는 타인의 고객시민행동, 고객 신뢰, 재가입의도 사이의 관계를 각각 조절하였다. 본 연구가 지니는 학문적, 실무적 시사점도 기술하였다.

에어비앤비 고객의 재구매의도에 영향을 미치는 요인에 관한 실증연 구 : 전망이론과 수단목적사슬이론 관점

에어비앤비 고객의 재구매의도에 영향을 미치는 요인에 관한 실증연 구 : 전망이론과 수단목적사슬이론 관점

Customers’ Responses to Employee Extra Attention

Focusing on positive service experiences, this study examined the relation-ships among employee extra attention, customers delight, and customer re-purchase intentions. The target sample that had a positive interaction with an employee in the recent six months was invited to participate in the survey. The data analysis was performed in two steps: 1) Confirmatory Factor Analysis (CFA) and 2) Structural Equation Modeling (SEM). The results suggested that employees’ extra attention affects customer delight. Subsequently, customer delight has a positive relationship with customer repurchase intentions. Furthermore, employee extra attention has a positive relationship with customer repurchase intentions. The finding of the study provides valuable implications for research and the industry regarding generating favorable customer repurchase intentions in positive service experiences.

Impact of functional/cognitive and emotional advertisements on image and repurchase intention

ABSTRACTIn this study, we attempted to explore the role of chain steakhouse image (functional, symbolic, and experiential), pleasure, arousal, and brand satisfaction in building customer repurchase intention and to uncover the moderating impact of functional/cognitive and emotional advertisements (ads). A field survey was conducted for data collection. A quantitative approach was employed to analyze the data. Findings from the structural analysis showed that image, emotions, and satisfaction played a significant role in generating intention, both pleasure and satisfaction acted as mediators, and hypothesized associations were mostly supported. Moreover, the relationships among functional image, pleasure, and brand satisfaction within the proposed theoretical framework were significantly moderated by functional/cognitive and emotional ads. Implications for researchers and practitioners are discussed. Current research provides chain steakhouse management a better understanding of the underlying complicated mechanism of customers’ repurchase decision generation process.