Customer Repurchase Research Articles

Reviving small-sized retail: emotional experience and ethical perspectives as keys to customer repurchase intent

ABSTRACT The paper aims to clarify the role of cognitive and emotional shopping experience in small-sized retailers and its impact on satisfaction and repurchase intention. Also, an ethical perspective of the shopping decision is analyzed. Based on prior studies, we develop a quantitative study (n = 390) in Spain, where small-sized retailers represent most of the retail industry. The advent of new retail formats -online and offline- puts pressure on the traditional ones to evolve. Accordingly, results demonstrate that consumers emotional experience and ethical perception have a very notable impact on repurchase intention. Many small-sized retailers base their strategy on experiential marketing, the goal is to enhance consumers positive in shop experience. The findings also reveal that traditional retailers purchase is linked to consumers’ ethical beliefs or perceptions. Facing a shopping decision, consumers ask themselves about the impact it has on society, environment, and nature. Small-sized traditional retailers are facing, consequently, a double challenge. On the one hand, to keep developing awareness of the paramount societal role of this type of retailer and, on the other hand, to provide consumers with shopping options that boost their needs.

An Empirical Study on the Assessment of the Impact of Service Quality on Customer Repurchase Intention in Retail Chain Stores of Khulna District of Bangladesh

Purpose: The study aims to identify how various aspects of service quality impact customer repurchase intention in retail chain stores in Bangladesh. Methodology: The study has been conducted following the quantitative research method. Data were gathered from 100 shoppers via direct surveys done at multiple retail chain stores in Khulna city of Bangladesh. A questionnaire with a five-point Likert scale was used in the study to collect consumer feedback on several elements related to service quality and repurchase intention. SPSS 25 (Statistical Package for the Social Sciences) was used to analyze the data for Reliability tests, correlations analysis, and regression analysis. Findings: The data show that responsiveness, assurance, and empathy have a substantial effect on customers' likelihood of repurchasing from retail chain stores. Surprisingly, tangible elements such as store appearance and reliability had little influence on customers' propensity to return. Practical Implications: According to the findings, retailers should focus on developing a customer-centric strategy that emphasizes prompt service, trust-building efforts, and encouraging sympathetic relationships. Originality/Value: The study has transformative potential for the retail chain sector, guiding strategic adjustments for enhanced customer experiences, competitive advantages, and long-term growth. Limitations: While the study provides useful insights, its limitations include a limited geographic scope, small sample size and inherent biases caused by the convenience sampling method. To clarify subtle customer behaviors across multiple retail landscapes, future research should include broad retail segments and locales.

Impact of Hygiene Practices by Street Stall Hawkers on Customer Repurchase Intention

Street stalls have been a long-standing presence in Malaysia, notably in Kuala Terengganu, and are currently gaining popularity among many Malaysians. However, it is necessary to understand the impact of hygienic practices among street stall hawkers on customers' desire to repurchase at street stalls. This study aims to investigate the hygiene practices of Kuala Terengganu’s Street stall hawkers that may affect the customer repurchase intention. This quantitative study's questionnaires were distributed via an online platform to 384 respondents, with a concentration on Kuala Terengganu residents and those who had already purchased from street stalls. The results indicate that personal and equipment hygiene positively influenced customer repurchase intention. While environmental hygiene does not substantially influence customer repurchase intention, it is nonetheless important. It was discovered that the cleanliness of hawkers' equipment in Kuala Terengganu’s Street stall has a significant impact on their customers' repurchase intention. Based on the findings, it is anticipated that this study will assist street stall hawkers in formulating an image of appropriate stall hygiene practices to increase local residents' satisfaction, thereby enhancing customer repurchase.

Mobile Service Quality’s Impact on Customer Repurchase Intention in Food and Beverage Mobile Applications

This study aims to assess the impact of mobile service quality on customer repurchase intention in Indonesia’s food and beverage mobile applications. The research identifies key dimensions such as application design, ease of use, privacy, and customer support and evaluates their influence on customer e-satisfaction and repurchase behavior. A quantitative approach was employed, utilizing purposive sampling to gather data from 401 active users of these applications. The analysis, conducted using Structural Equation Modeling-Partial Least Squares (SEM-PLS), revealed that these dimensions significantly enhance overall mobile service quality, which in turn positively affects customer e-satisfaction and repurchase intention. The findings underscore the importance of a minimalist and user-friendly design, robust privacy measures, and responsive customer support—particularly for Gen-Z users in Indonesia, where privacy concerns are increasingly prominent. This study contributes to the existing literature by providing insights specific to the Indonesian market and offering practical recommendations for the food and beverage industry to improve mobile service quality, thereby fostering stronger customer loyalty and increasing repurchase rates. The novelty of this research lies in its focus on the rapidly growing mobile app market in Indonesia, addressing unique regional challenges and opportunities. Doi: 10.28991/HIJ-2024-05-03-011 Full Text: PDF

Relationships Between Service Quality, Customer Loyalty and Customer Repurchase Intention: The Example of Health and Fitness Clubs

This study was conducted with the aim of testing the relationships between service quality perceptions, customer loyalty levels, and customer repurchase intentions of customers in health and fitness clubs. The sample group for the study comprised 476 individuals (233 female, 243 male) exercising in health and fitness clubs. Participants answered the Turkish version of the “Service Quality Assessment Scale (T-SQAS)”, the Turkish version of the “Loyalty Scale in Sport Services (T-LSSS)” and the Turkish version of the “Repurchase Intention Scale (T-RIS).” For the analysis, t-test, MANOVA, ANOVA, and Pearson correlation statistical methods were used. The most substantial gap between participant expectations and perception scores concerning service quality was observed in the “program” subscale, while conversely, the “locker room” subscale had the smallest difference. The means subscale scores for the “(T-LSSS)” of female participants were identified as being higher than those of male participants. There was a positive relationship between service quality, customer loyalty, and repurchase intention. Finally, it was evident that members were dissatisfied with the services offered, indicating an inconsistency between their expectations and the actual service delivery. Managers of health and fitness clubs should make the necessary effort to increase the service quality of their clubs to the highest level. Positive effects of service quality on the formation of repurchase intention, the first stage of creating loyal customers, will increase the competitive power of health and fitness clubs in the market.

The Web-Dynamics of Customer Engagement Influencing Retention in International Franchise Restaurant: A SEM Analysis

This study investigates the impact of website on customer retention in the International franchise restaurant industry in Bangladesh. The 210 survey responses were collected from university alumni using a randomized block design. The data were analyzed using descriptive statistics, correlation, and regression models through IBM SPSS Statistics 26, then AMOS 25, to analyze factors of customer engagement to customer repurchase intention. The research was based on the U&G model and found that website features like interactivity, attractiveness, and content quality positively influence purchase intentions. The study highlights the importance of high-quality website content and interactive elements to build purchase intent, emphasizing the need for active and engaging social media. The findings contributes to International franchisee, policy makers and academicians in Bangladesh to develop their policy, ensure digital presence, boost revenue, and increase consumer engagement and revisit intentions.

The Influence of Product Price and Quality on Customer Repurchase Intentions Through Customer Satisfaction Mediation

This research was conducted with the aim of knowing the influence of prices and products on PT. XYZ Forwarding Indonesia on Repurchase Intention with customer satisfaction as an intervening variable. This affects business competition conditions in the Freight Forwarding industry. Currently, many Freight Forwarding companies have just been established and dare to provide the best offers to attract their customers. The type of research used is quantitative research using a questionnaire as a data collection instrument. The population in this study was PT service users. XYZ Forwarding Indonesia, the sample used was 154 people who had used the service at least twice. The sampling technique used is Probability Sampling. Data analysis technique through SEM-PLS measurements with the help of Smart PLS 4.0.5.9. Software. Based on the results of SEM analysis, the results show that price has a positive effect on customer satisfaction. On the other hand, price has a negative effect on repurchase intention. Then the product is stated to have a positive effect on customer satisfaction and the product also has a positive effect on repurchase interest. Customer satisfaction has a positive effect on repurchase interest. Furthermore, products do not have a direct influence on repurchase interest but are mediated through customer satisfaction. Price also does not have a direct influence on repurchase interest and is mediated through customer satisfaction. So from a Freight Forwarding perspective, companies must pay attention to price in each sale to be able to fulfill customers' desires and make repeat purchases.

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.

Pengaruh Kualitas Produk, Harga dan Citra Merek Terhadap Minat Beli Ulang Pelanggan pada PT. Sumber Mas Indah Plywood Bagian Lokal

The objective of this research is to determine how Product Quality, Price, and Brand Image influence Customer Repurchase Intention at PT. Sumber Mas Indah Plywood Local Division. This study employs a quantitative research method, which can be understood as a method used to investigate a specific population or sample, with data collection using research instruments, and data analysis being statistical in nature, aimed at testing predetermined hypotheses. The sample size in this study is 140 people. The sampling technique used is purposive sampling. The results of the study indicate that Product Quality does not affect Customer Repurchase Intention at PT. Sumber Mas Indah Plywood Local Division, whereas Price and Brand Image have an influence on Customer Repurchase Intention at PT. Sumber Mas Indah Plywood Local Division.

Increasing Customer Repurchase Intention: The Significance of Product Quality, Viral Marketing, and Customer Experience

This study aims to ascertain how repurchase intention is impacted by product quality, viral marketing, and customer experience. The study population con- sists of customers who have made repeat purchases. A purposive sampling tech- nique is employed, yielding a sample size of 254 individuals and collecting data on customers with recurring transactions. Utilizing SmartPLS, the data analysis method involves a structural equation model. The findings of the study demon strate that the three independent variables customer experience, viral marketing, and product quality significantly influence the dependent variable, repurchase intention. Implementing viral marketing strategies to launch products has suc- cessfully attracted repeat business from customers. Additionally, the experience of consuming the product and the quality of the product itself can also trigger consumers to make repeat purchases. These results underscore the importance of marketing strategies that focus on product quality and customer experience, as well as the effectiveness of viral marketing in enhancing customer loyalty through increased repurchase intentions.

The Effect of E-service Quality and Customer Satisfaction and Trust to Customer Online Shopping Behavior

China's e-commerce sector is experiencing rapid growth. Among Chinese cities, Beijing stands out with its robust development, consistently ranking among the top three in the nation. Nonetheless, Beijing's e-commerce enterprises encounter various challenges. This research endeavors to examine the interplay between e-service quality, customer satisfaction, trust, and online shopping behavior within the Beijing e-commerce landscape. Descriptive method was considered by the researchers. The respondents of the study are the users of online shopping platforms that operates in Beijing China who have experience using major online consumption platforms. The sample size is 385 people which was calculated by Raosoft software. The respondents of the study were chosen using the simple random sampling design. Moreover, constructed survey questionnaires served as a tool with five-key point Likert scale. The Statistical Package for Social Sciences (SPSS) was employed in the statistical analysis of data. The following statistical tools were used in the study: frequency and percentage, mean, reliability and validity analysis, Analysis of Variance and Multiple Linear Regression. The study resulted in a strong positive relationship between customer satisfaction, trust and over-all e-service quality. Specifically, customer satisfaction and trust resulted in a very strong relationship to customer behaviors. For the comparison of means when grouped according to profile variables, customer satisfaction level and over-all e-service quality have a significant difference when grouped to frequency of purchase. Based on the results of the study, the researchers proposed a development program to help improve the quality of e-services and thus increase customer re-purchase rates.

How Does Queueing Information in Pre-Sales Call Centers Affect Customer Repurchase Behavior

With the growth of mobile e-business, it has become common for customers to experience an explosion of instant desire to consume in a short period of time. Companies are harnessing this momentum, hoping to better capture, retain and convert these consumer desires into actual sales orders. Consequently, companies also need to use pre-sales call centers to provide the satisfied service and motivate more customers to repurchase, thereby increasing the revenue. The function of the call centers is updated from providing post-sales service to providing pre-sales consultation. In this regard, this paper examines the impact of delayed announcements consisting of queue information on customer repurchase behavior in pre-sales call centers. We classify the queuing information into no-information, part-information and full-information according to the level of information by constructing a simulation model. In the simulation experiments, some application scenarios are set up to describe the load of the call center. In all the given scenarios, we find out the full-information, which provides the delay time, is always the best. Moreover, the different methods for estimating the delay time to provide the full-information, namely LES, EA, EA2 and WA–LES, are compared. We find optimal announcements for the application scenarios set out in the time-varying scenario as well. Consequently, considering there exists certain cost for the company to make WA–LES announcements, while some call centers can only provide part-information instead, this paper investigates the impact of estimate bias on customer repurchase behavior and company revenue. Subsequently, the company revenue is further investigated in two extended experiments, where repurchase influence power and repurchase number are limited. The analysis ideas and simulation logic of this paper have good reference significance for e-commerce pre-sales call centers, and the suggestions for setting information levels in practice while considering customer repurchase behavior are also clearly given in the conclusion of the paper.

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.

The Role of Customer Value as Intervening in Repurchase Decisions: The Case of Skincare Indonesia

Objectives: Companies can more easily communicate product information by using digital marketing. Indonesian manufacturers of skincare products use digital marketing to advertise and promote their goods to a larger target audience. The objective of this study is to assess the potential mediating role of customer value in the relationship between digital marketing, product quality, brand perception, and the decision-making process of repurchasing products. Methodology: A quantitative research approach using purposive sampling of 210 research respondents from the population of Indonesian skin care product consumers based in Surabaya. Analysis was carried out using structural equation models, with Warp PLS 5.0 software.Finding: The results demonstrate that customer value does not mediate the relationship between digital marketing and repurchase decisions. The influence of brand perception and product quality on decisions to repurchase goods is mediated by customer value. Research findings also indicate that in comparison to digital marketing, factors such as product quality and brand image have a favorable impact on customer value. Conclusion: It is important to assess and improve how skin care products are marketed and promoted online. Brand perception, product quality, and customer value can increase customer repeat purchases. These findings have implications for the skin care business and highlight the need to prioritize factors that contribute to customer value to drive sales and increase customer repurchase decisions.

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.

The Effect of Store Atmosphere, Advertising and Word of Mouth on Customer Repurchase Interest at KFC in Margonda Depok

This study aims to analyze the influence of store atmosphere, advertising and word of mouth variables on the interest in repurchasing customers at KFC in Depok Margonda. This study uses primary data obtained from the distribution of questionnaires as many as 100 KFC customers in Margonda Depok with multiple linear regression methods that are processed using SPSS version 24.0 software. The results of this study indicate that between store atmosphere, advertising and word of mouth have a positive and significant effect on the interest in repurchasing customers at KFC in Depok Margonda.

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.