Customer Repurchase Research Articles

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

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

Impact of customer intelligence on customer repurchase behaviour in hotels in South-West Nigeria

This study examined the effect of customer intelligence on customer repurchase behaviour in hotels in South-West Nigeria. The model for the research was developed on the consequent variables of the study to test the research hypotheses. A total of 1972 copies of usable questionnaires were retrieved from customers of 160 conveniently sampled midscale and luxury hotels, and used for analysis. Descriptive statistics were used to analyze the demographic elements, while multivariate analyses were conducted to reveal the statistical relationship between customer repurchase behaviour and the customer intelligence constructs. The Pearson's correlation was employed to test the research hypotheses to determine significant associations and relationships between the consequent variables of the study. Results showed the effectiveness of the regression model in identifying relationships between the consequent variables, in which the four null hypotheses were rejected. The study concludes that a consideration of the factors that have a significant effect on the various dimensions of customer repurchase behaviour, and the emergence of customer attrition and retention, can help hotel organizations make better product marketing decisions. Recommendations include that hotels should ensure that their customer analysis is directly targeted, to ensure the continuous retrieval of actual information that will directly influence business decisions.

KEPUASAN PELANGGAN TERHADAP MINAT BELI ULANG PELANGGAN PADA TOKO ZEE THRIFT LAMONGAN

Customer satisfaction can provide benefits, including the relationship between the company and consumers to come back for repeat purchases, and can also form word of mouth recommendations that are profitable for the company. One of them is the retail business, which is a business of distributing goods and services at the final level, which will be directly enjoyed by consumers. The more competitors, the more companies are required to be able to see every opportunity and develop strategies to be able to provide maximum customer satisfaction. This study aims to determine the effect of customer satisfaction on customer repurchase interest. The population in this study were customers at Zee Thrift Lamongan. The sample in this study were 100 respondents using purposive sampling method. The study used primary data by distributing questionnaires to respondents. The data analysis technique uses descriptive analysis and simple linear regression analysis using software tools used in research is SPSS. The results of this study prove that there is an effect of customer satisfaction on repurchase interest at the Zee Thrift Lamongan store.

Customer’s Repurchase Decision of Fruits and Vegetables Through E-Commerce Sites during Omicron Outbreak in Surabaya

In the past few years, the number of e-commerce businesses in Indonesia is increasing including those that offer vegetables and fruits. Due to COVID-19 outbreak, transactions through e-commerce sites had also increased. During the outbreak, customers in Indonesia had a tendency to allocate their income for essential needs such as vegetables and fruits. This study aims to: (1) assess the frequency of vegetables and fruits purchases through e-commerce sites before the Omicron outbreak (October – December 2021) and during the Omicron outbreak (January – March 2022); and (2) examine the determinant factors of customers repurchase decision to buy vegetables and fruits through e-commerce sites. Data were collected using online questionnaire distributed to 140 respondents that were selected based on age and experience of purchasing vegetables and fruits online. The differences in frequency of purchasing vegetables and fruits through e-commerce sites before and during the Omicron outbreak were analyzed using the Wilcoxon test. Meanwhile, the determinant factors of the decision to repurchase vegetables and fruits through e-commerce sites were analyzed using binary logistic regression. The results showed that there is no significant difference in frequencies between purchasing before and during the Omicron outbreak. Education, products, price discounts, promotions, and COVID-19 situation are the determinant factors of repurchase decision of vegetables and fruits through e-commerce sites. As the writer conducting this study, there was no previous study on the same case that using the combination of demographic, marketing mix, and situational factor as determinant factors on customers repurchase decision through online platforms.

Repurchase Intention Based On E-Service Quality And Customer Trust At Three Top Brand E-Commerce Indonesia

E-commerce is of particular concern to the shopping culture in Indonesia. However, there are weaknesses such as inconsistent product quality, high shipping costs, and fraud, so e-commerce has significant obstacles to attracting customers' interest in buying again. This research analyzes customer repurchase interest based on e-service quality and customer trust. This type of research is causality research using a quantitative approach. The population of this research is all Tokopedia, Shope, and Lazada consumers in Indonesia. The research sample used a purposive sampling method with a final total of 200 respondents. The data analysis method uses structural equation modelling (SEM) analysis, tested using SmartPLS. This research results in E-service quality positively and significantly affecting customer trust and repurchase interest. Customer trust positively and significantly affects repurchase interest. Customer trust can mediate the influence of e-service quality on repurchase interest. The results of this research contribute to developing and refining theories related to repurchase interest in e-commerce platforms in Indonesia and filling gaps in several studies that have never described the object of this research.

A Customer Perspective Theory on Retailers' Repurchase Intentions for Air Conditioning Products

This study used well-known air conditioning companies as case studies to examine how corporate reputation in Medan City retail outlets mediated the relationship between brand equity, product quality, and repurchase intentions. This study employed quantitative methods as part of its causal-descriptive design. Using PLS-SEM, the concept is empirically confirmed. Questions were asked to gather information. Out of the five retail companies in Indonesia that distribute AC items from different brands, Medan has 99 clients. Customer repurchase intention (R2 = 0.904) and customer-based company reputation (R2 = 0.877) are strong indicators of a well-fitting model. Even though factors like product quality, customer experience, and company reputation significantly impact consumers' intentions to repurchase, customer brand equity is still relatively small. A statistically significant correlation exists between a company's reputation among its customers and their propensity to buy from that company again. These findings will benefit sales, electronics companies (particularly those making air conditioners), and other interested parties.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

The Effect of Product Quality and Service Quality on Consumer Repurchase Intention of Alami Restaurant & Catering Service with Customer Satisfaction as an Intervening Variable

This study examines the direct and indirect effects of product quality and service quality on the repurchase interest of Alami Restaurant & Catering Service consumers with customer satisfaction as an intervening variable. The variables studied were product quality (X1), service quality (X2), customer satisfaction (Y1), and repurchase interest (Y2). The respondents of this study were all customers of Alami Restaurant & Catering Service and this quantitative research distributed questionnaires to 270 customers of Alami Restaurant & Catering Service as respondents determined by purposive sampling techniques, namely customers who came directly to the restaurant and had made a minimum purchase once at the restaurant. The results found that 1) product quality has a positive and significant effect on customer satisfaction value of 0.000 p ≤ 0.05; 2) service quality of 0.000 p ≤ 0.05 has a positive and significant effect on customer satisfaction; 3) product quality has a positive effect on customer repurchase interest value 0.003 p ≤ 0.05 and 4) service quality has a positive and significant effect on repurchase interest value 0.000 p ≤ 0.05; and 5) product quality and service quality positively affect repurchase interest with partial mediation of customer satisfaction 0.000 p ≤ 0.05.

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

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

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

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

Trust Mediates Channel Integration And Viral Marketing In Repurchase Intention Golds Saving Products In PT Pegadaian Pringgan Medan

Omnichannel is a business model that integrates all sales channels the company owns into one overall system. Viral Marketing is a measure of how much clients can absorb and receive product-related information from social media. Customer trust is a mediating variable to increase customer repurchase intention in using the Pegadaian product. The purposes of this study are: (1) To find out and analyze the direct effect of integration channels (omnichannel), viral marketing, and trust on repurchase intention, (2) To find out and analyze the indirect effects of integration channels (omnichannel) and viral marketing on repurchase intention through customer trust. The number of samples in the study was 170 respondents. The sampling technique was carried out using nonprobability and purposive sampling methods. Data analysis used the Structural Equation Modeling (SEM) analysis method with model and structure measurements through Smart-PLS 3.0. The results of this study indicate that (1) omnichannel and viral marketing has a positive and significant effect on trust and repurchase intention. (2) Trust is able to mediate omnichannel and viral marketing channels on repurchase intention customers of Pegadaian Cab Pringgan Medan

Study on the Influence of Knowledge-driven Technology on predicting consumer Repurchase Behaviour

Consumer purchase behaviour has become a potential research area in business analytics, as exploring micro-level details would increase the business's profitability. In this prospect, many MNCs and other enterprises harness contemporary computing technologies like Big Data Analytics, Deep Learning and Predictive Analytics to explore the latent knowledge in purchase patterns and customer behaviour. This work deploys a novel Multi-class Ada Boost (MAB) supported Convolutional Neural Network (CNN) to learn customer purchase behaviour by analysing the buying patterns and trends to predict the repurchases. The proposed model learns the trends sequentially as the CNN models are cascaded one after the other, thus preserving the contextual knowledge between the models. The proposed model is tested for its efficacy on Instacart Market Basket Analysis to predict whether the customer is repurchasing the same product. The performance of the proposed model is compared with another state of art Machine Learning algorithms like Logistic Regression (LR), Support Vector Machines (SVM), Random Forest (RF) and XGBoost in terms of prediction accuracy, precision and F1-score. In addition, synthetic noise is induced into the dataset at various levels to analyse the model's efficacy in handling noisy data. These results indicate that the model shows better results than its peers, thus making it more suitable to predict customer repurchase behaviour and pattern.

Personal Selling Memoderasi Nilai yang Dirasakan dan Harga terhadap Revisit dengan Mediasi Kepuasan Konsumen Holland Bakery

The current business in Indonesia, especially in the food sector, has grown rapidly over time. Based on environmental phenomena, bread is one of the favorite foods to replace rice. The millennial generation tends to want to try everything they see on the internet, for example, one of which is food. Various kinds of bakeries spread across Indonesia, sales of Holland Bakery always occupy the third position. Holland Bakery offers a variety of interesting products to consumers. This study aims to examine the relationship between perceived value and price on repurchase intentions through consumer mediation moderated by personal selling. This research uses quantitative methods. Sampling in this study used the Non Probability Sampling Method with a purposive technique. The population used by the community in Bekasi district. The samples obtained were 100 respondents, with data analysis in this study using regression. This study proves that: 1. The perceived value of Holland Bakery products can encourage consumers to repurchase Holland Bakery bakery products. 2. Prices set for Holland Bakery products can encourage consumers to repurchase. 3. The value felt by consumers for Holland Bakery products creates a feeling of satisfaction, so that it can encourage repurchasing. 4. The price set by the producer for Holland Bakery products creates a feeling of satisfaction, so that it can encourage repurchasing. 5. A high level of consumer satisfaction can encourage consumers to repurchase Holland Bakery products. 6. Personal selling has a direct role on customer repurchase intentions Holland Bakery. 7. Personal selling can play a role in strengthening the price of Holland Bakery consumer repurchase intentions.

The Impacts of Cultural Experience on Customer Repurchase Intention : In Performing Arts Service Markets

Many managers predict and assume their audiences’ behavior for developing sum of profit and boosting cultural welfare or service quality. In service marketing studies, customer satisfaction and repurchase intention has exhaustively studied and clarified the pathway of customer behavior. However when audiences make a decision, their pathway seems different with customers in normal service markets. Using the structure model, we explore how audiences make decisions to repurchase in the performing arts market. To predict on the audience’s desire to repurchase with merging new conceptual ideas, cultural experience is explored as something emotionally charged and complex in services in the performing arts. This research will seek to build a model and tests the interrelationship of the constructs in predicting repurchase intention in a performing arts market. A survey instrument has been designed based on European audiences who attending Korean performing arts in world biggest performing arts market, Edinburgh festival fringe. Over 36 different countries’ 568 respondents results have processed by utilizing a Structural equation modeling (SEM) of AMOS 7.0 software. The result shows that cultural experience significantly influences audience behavior intention and gives us the suggestion of how the impacts of cultural experience occur on the audience’s decision-making process within emotional appraising. This result approves that the cultural performing arts service is a complex service and it needs special attention for understanding their audience behavior unlike typical services.