Customer Revisit Intention Research Articles

The Role of Customer Satisfaction in Mediating the Influence of Service Quality on Re-Visit Intention

Bali is one of the tourist destinations in Indonesia that is most popular with both local and foreign tourists. The high interest of tourists in Bali provides opportunities for hotel industry entrepreneurs in Bali whose growth is increasingly rapid. This research was conducted at Natya Hotel Kuta, Badung. The aim of this research is to explain the role of customer satisfaction in mediating the influence of service quality on re-visit intention. This research uses consumer behavior as a theoretical basis with a sample size of 100 people based on adjusted criteria, using purposive sampling techniques. Data collection in this research was carried out using survey, observation and questionnaire methods via the Google Form platform. This research uses path analysis techniques, Sobel test, and VAF test. The results of this research show that all hypotheses are accepted. Service quality has a positive and significant effect on re-visit intention, service quality has a positive and significant effect on customer satisfaction, customer satisfaction has a positive and significant effect on re-visit intention and customer satisfaction plays a significant role in mediating the effect of service quality on re-visit intention. visit Intention. The implications of this research can be used by Natya Hotel Kuta to increase customer re-visit intention through the variables of customer satisfaction and service quality.

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.

A study on the influencing factors and improvement strategies of perceived value of recreational fishing customers on their willingness to revisit

Abstract As the main service target of recreational fishery operators, customers’ willingness to revisit has a profound impact on stimulating the rapid development of recreational fishery. However, there is currently little research on the influencing factors and improvement strategies of recreational fishery customers’ willingness to revisit from the perspective of perceived value. This article selects 500 customers participating in recreational fishing in Chun’an County and Xiangshan County, Zhejiang Province, China as the research objects, and uses the fuzzy set qualitative comparative analysis method to explore the influencing factors of recreational fishing customers’ willingness to revisit. Research has found that: (1) Economic value and experiential value play a core role in four conditional configurations that lead to high customer revisit intention, and are key factors affecting the high revisit intention of recreational fishing customers; (2) two conditional configurations lead to low revisit intention of recreational fishery customers, and the lack of economic value plays a core role in these two conditional configurations, which are the key factors affecting the low revisit intention of recreational fishery customers; (3) Based on the controllability of conditional factors, it can be concluded that providing economically applicable and experiential recreational fishery services is the best strategy to enhance customers’ willingness to revisit. This study, under the synergistic effect of multiple conditions, reveals the complexity of factors influencing customer revisit intention. Setting reasonable charging standards and improving customer experience are inevitable choices to enhance the revisit intention of recreational fishing customers.

The Effect of Spatial Production in Hair Salons on Customer’s Revisit Intention and Word-of-Mouth Intention

The purpose of this study is to provide more practical basic data for hair salon marketing strategies by examining the effect of spatial production in hair salons on customer’s revisit intention and word-of-mouth intention. As a result, it was found that only the cleanliness factor of spatial production had a significant positive effect on the customer's revisit intention, and the cleanliness and differentiation factor of spatial production had a significant positive effect on the customer's word-of-mouth intention. Specific improvements in cleanliness and differentiation are as follows in order to promote revisit and word-of-mouth of beauty salon customers. First, in order to secure regular customers, the priority should be to create a clean space, and in the case of already existing hair salons, the revisit rate of existing customers can be increased by cleanly managing the space where the customer directly exists. Second, in order to attract new customers, it is believed that the effect of creating new customers through word-of-mouth can be increased by focusing on cleanliness as previously mentioned, and by using the brand's representative color so that customers can experience the brand's unique sensibility in the salon space. This study is meaningful because previous research on beauty salon space was insignificant, and it suggests that more attention should be paid to the cleanliness and differentiation of beauty salon space to revisit customers and attract new customers. However, in this study, several items that hinder reliability in relation to functionality were deleted, and in future studies, it is considered necessary to further revise and supplement functionality-related items so that the constituent concepts of spatial performance can be evaluated more closely.

Transforming destination-based customer engagement to revisit intention through co-creation: findings from SEM and fsQCA

Purpose The business ambiguity because of COVID-19 has brought the tourism industry under stress. Using the service-dominant-logic and elaboration-likelihood-model, this study tested the effects of destination-based cognitive, affective and behavioral customer brand engagement (CBE) on customer brand co-creation (CBC). This research also examined the effects of involvement and CBC on customer revisit intention (CRI) during the COVID-19 pandemic. This study also tested the moderating role of customers’ age among the modeled relationships. Design/methodology/approach Investigating these matters, a sample of 315 tourists was recruited and adopted a mixed-method approach, including structural equation modeling (SEM) as well as fuzzy set qualitative-comparative analysis (fsQCA). Findings SEM results render that CBE’s dimensions exercise different impacts on CBC, which affect revisit-intention. Results ascertain customer involvement’s direct effects on CBC and revisit intention. Multi-group analysis uncovers that consumer age significantly moderates the CBC and CRI relationship, and their effect increases as consumers get older. The fsQCA results revealed more heterogenous combinations to predict CBC and revisit intention. Research limitations/implications This study focuses on CBE, CBC and involvement, and contributes unique insight to tourism marketing research; thus, it identifies plentiful opportunities for further research, as summarized. Practical implications This study offers key implications for destinations to build tourism/marketing strategies to strengthen the CBE/CBC or tourist/destination–brand relationship. Originality/value Though CBE/CBC and involvement are identified as important research priorities, empirically derived insights among these and related factors remain limited in the course of the COVID-19 crisis.

New insights into hotel customer’s revisiting intentions, based on big data

PurposeThis study aims to use big data analysis and sheds light on key hotel features that play a role in the revisit intention of customers. In addition, this study endeavors to highlight hotel features for different customer segments.Design/methodology/approachThis study uses a machine learning method and analyzes around 100,000 reviews of customers of 100 selected hotels around the world where they had indicated on Trip Advisor their intention to return to a particular hotel. The important features of the hotels are then extracted in terms of the 7Ps of the marketing mix. This study has then segmented customers intending to revisit hotels, based on the similarities in their reviews.FindingsIn total, 71 important hotel features are extracted using text analysis of comments. The most important features are the room, staff, food and accessibility. Also, customers are segmented into 15 groups, and key hotel features important for each segment are highlighted.Research limitations/implicationsIn this research, the number of repetitions of words was used to identify key hotel features, whereas sentence-based analysis or group analysis of adjacent words can be used.Practical implicationsThis study highlights key hotel features that are crucial for customers’ revisit intention and identifies related market segments that can support managers in better designing their strategies and allocating their resources.Originality/valueBy using text mining analysis, this study identifies and classifies important hotel features that are crucial for the revisit intention of customers based on the 7Ps. Methodologically, the authors suggest a comprehensive method to describe the revisit intention of hotel customers based on customer reviews.

Insights into managerial responses to repeat customers: the moderating role of social influence and revisit intention

PurposeRepeat customers play an important role in the restaurant sector. Previous studies have confirmed the positive effect of managerial responses on customer relationship management. However, the practice of managerial response strategies toward repeat customers in the restaurant sector remains unclear. This study aims to explore how social influence and the revisit intention of customers affect the responding behavior of restaurant managers.Design/methodology/approachThis study collects information of 251,944 customer reviews and managerial responses from 1,272 restaurants on Yelp (a leading restaurant review website around the world) and builds four econometric models (with restaurant and month fixed effects) to test the hypotheses empirically.FindingsThe empirical results show that restaurant managers are less likely to respond to reviews posted by repeat customers (10% lower than that of new customers). This effect is moderated by customer social influence, which entails that repeat customers with great social influence are more likely to receive managerial responses. Moreover, reviews from repeat customers who have had a longer time since their last consumption are also more likely to receive managerial responses.Practical implicationsThe results present implications for restaurant managers in business practice regarding managerial response. Managers should take advantage of platform designs and tools (i.e. customer relationship management programs to keep track of repeat customers) to locate repeat customers and avoid the potential negative effects caused by their selected response strategies.Originality/valueTo the best of the authors’ knowledge, this study is among the first attempts to examine empirically how restaurant managers respond to reviews generated by repeat customers in real business practice and reveals what drives such activities from the perspectives of social influence and revisit intention.

서비스풍토가 종사원의 감정적 반응과 고객지향적행동 및 직무열의간의 관계 연구

Purpose – The service climate was used as a preceding variable, employee emotional response and customer-oriented behavior were parameters, and the relationship between job enthusiasm as an outcome variable was investigated. Design/Methodology/Approach – Theoretical research and empirical research were carried out simultaneously. Items were derived and hypotheses were established for empirical research through theoretical research. In order to verify the established hypotheses and research model, an empirical study was conducted targeting employees working in the hospitality industry. Findings – The relationship between service climate and emotional response showed insignificant results. A significant relationship formed between service climate and customer-oriented behavior. A significant relationship was formed in the relationship between emotional response and job enthusiasm. Finally, a significant relationship was formed between customer-oriented behavior and job enthusiasm. Research Implications – In the hospitality service industry, which is based on human resources, the role of employees is important because it goes beyond customer satisfaction and creates customer revisit intention. Changes in job performance, including changes in the roles and abilities of employees, must be made in the internal system and environmental characteristics of the company. It is judged that the high performance creation of employees and the corporate environment have a significant relationship with job enthusiasm, and furthermore, each individual has an influence on leading innovative behavior. Efforts were made to diversify response sources by measuring the hospitality service occupation group as a whole, not just hotel employees. Nevertheless, it is expected that the reliability of the analysis results can be further improved if continuous research is conducted by expanding the number of samples, and measuring independent and dependent variables in the future.

A field study on sensory cues and customer revisit intention

Purpose- Along with the changes in consumers’ expectations, marketers have started to trigger the senses in their marketing activities after realizing the effects of senses on consumer decisions. Sensory marketing activities have become a key tool for retailers to keep and gain consumers. Retailers can create store environments where their customers feel comfortable through the use of sensory cues. In this study, the influence of sensory marketing cues on revisit intention of customers is analyzed. Methodology- Restaurant and coffee shop businesses are among the most appropriate examples to offer attractive store atmosphere to persuade consumers for the next visit The research is conducted with respect to third-generation coffee stores to be able to include sensory cues designed to appeal to all five senses. The data collected via online survey questionnaires are analyzed using SPSS 23 statistical package program. Findings- Multiple sensory cues are found to be effective on revisit intention. It is revealed that the smelling, tasting and touching cues have an effect on customers’ revisit intention, while sensory cues of sight and hearing have no effect. Conclusion- This study offers implications to third generation coffee stores by emphasizing tactile, taste and olfactory cues. Retail companies can use sensory cues to increase consumers’ shopping duration in the store with an enjoyable experience and make them revisit the same store. Developing a clear positioning strategy can help them to create an emotional connection with their customers and improve customer engagement to the store. Therefore, companies can benefit from the sensory marketing concept as a strategic tool to differentiate them from their competitors. Keywords: Retailing, sensory marketing, sensory cues, store atmosphere, revisit intention JEL Codes: M30, M31, M39

The Effect of Hair Salon Service Quality and Cognitive and Emotional Responses on Revisit Intention

This study was conducted to verify the mediating effect of cognitive and emotional responses in the effect of hair salon service quality on customer's revisit intention. The subjects of this study were 482 hair salon customers, and data were collected through self-response questionnaire on service quality, revisit intention, and cognitive and emotional responses. The results of this study are as follows. First, there was a significant positive correlation between service quality, revisit intention, and cognitive and emotional responses. Second, technical quality and interaction quality of service quality had a significant positive effect on revisit intention. Third, the mediating effect of cognitive response was verified in the relationship between service quality and revisit intention. Fourth, there was a mediating effect of emotional response in the relationship between service quality and revisit intention. Based on the results of this study, a plan to increase the revisit intention of hair salon customers was discussed.

Study on the Influence of the Selection Attributes on Customer Satisfaction and Customer Revisit Intention in the Cocktail Bar

Study on the Influence of the Selection Attributes on Customer Satisfaction and Customer Revisit Intention in the Cocktail Bar

Customer's revisit intention: Empirical evidence on Gen‐Z from Bangladesh towards halal restaurants

The perception of halal is a serious concern for all Muslims worldwide. The majority of the population in Bangladesh are Muslims. Restaurants providing halal food are important as the religion advocates that Islamic principles and beliefs must be practised in all transactions. A sample of 317 Generation Z (Gen Z) respondents was selected from 10 halal restaurants in Dhaka, Bangladesh. Gen Z comprises anyone born between 1996 and 2010 who are usually tech‐savvy. Which factors motivate customers from this young generation to revisit halal restaurants? To answer this question, the study examined the direct impact of service quality, physical environment, and price perception on their revisit intention, and tested the indirect effects of these three factors based on customer satisfaction, using Smart PLS 3.0 to test the research hypotheses. The findings confirmed a positive and significant relationship between service quality, physical environment, and price perception with revisit intention. The analysis also confirmed that customer satisfaction mediates the relationship between physical environment and price perception with customer revisit intention. However, the study did not establish any relationship in the mediation role of customer satisfaction with service quality and customer revisit intention. This study contributes to the existing body of knowledge by highlighting the importance of each factor in the hotel and hospitality sector. Its application in the hospitality business and implications for future research are also discussed.

CSR perception and revisit intention: the roles of trust and commitment

PurposeAlthough corporate social responsibility (CSR) is one of the essential marketing activities in the hotel industry, the effect of CSR perception on customer's revisit intention varies depending on mediators and contexts. Thus, this study aims to examine how hotel companies can effectively influence customers' patronage behaviors by leveraging overall customers' CSR perception, trust and commitment.Design/methodology/approachFor this purpose, an online survey is conducted among hotel customers in the USA. Partial least squares–structural equation modeling is utilized to analyze the collected data.FindingsThe results show that customers' perception toward CSR does not have a direct effect on customers' revisit intention. Interestingly, the authors find that customers' perception influences their revisit intention only via increasing trust and commitment. Also, trust appears to be highly critical for positive behavioral outcomes than commitment.Research limitations/implicationsThe limitations of the current research are that the different types of CSR activities and customers' demographics were not compared.Practical implicationsCustomers' revisit intention is created when hotel companies provide not only CSR initiatives but also customers' perceived connection with the hotel brand.Originality/valueTourism and hospitality companies have focused on CSR activities because CSR activities are influential strategies to attract customers who want meaningful, responsible and sustainable experiences. By applying the cognitive consistency theory, the results of this study indicate that hotel companies can successfully use CSR activities to develop customers' revisit intention by enhancing their relational value.

Satisfaction and revisit intentions at fast food restaurants

This study is to identify the positive association of food quality, restaurant service quality, physical environment quality, and customer satisfaction with revisit intention of customers at fast food restaurants. Additionally, word of mouth is investigated as moderator on the relationship of customer satisfaction with revisit intentions of customers at fast food restaurants. Data were collected through a questionnaire survey from 433 customers of fast food restaurants through convenience sampling. Hypotheses of proposed model were tested using structural equation modeling with partial least squares SEM-PLS in SMART PLS 3. The results confirmed the positive association of food quality, restaurant service quality, physical environment quality, and customer satisfaction with revisit intentions of customers at fast food restaurants. However, word of mouth does not positively moderate the relationship of customer satisfaction with revisit intentions of customers at fast food restaurants. This study emphasizes the importance of revisit intention as a vital behavioral reaction in fast food restaurants. This study reveals revisit intention’s positive association with food quality, restaurant service quality, physical environment quality, and customer satisfaction based on stimulus-organism-response (S-O-R) theory. Furthermore, it is identified that social conformity theory does not hold its assumption when consumers experience quality and they are satisfied because word of mouth does not moderate the relationship of customer satisfaction with revisit intention of customer.

A systematic framework of predicting customer revisit with in-store sensors

Recently, there is a growing number of off-line stores that are willing to conduct customer behavior analysis. In particular, predicting revisit intention is of prime importance, because converting first-time visitors to loyal customers is very profitable. Thanks to noninvasive monitoring, shopping behaviors and revisit statistics become available from a large proportion of customers who turn on their mobile devices. In this paper, we propose a systematic framework to predict the revisit intention of customers using Wi-Fi signals captured by in-store sensors. Using data collected from seven flagship stores in downtown Seoul, we achieved 67–80% prediction accuracy for all customers and 64–72% prediction accuracy for first-time visitors. The performance improvement by considering customer mobility was 4.7–24.3%. Furthermore, we provide an in-depth analysis regarding the effect of data collection period as well as visit frequency on the prediction performance and present the robustness of our model on missing customers. We released some tutorials and benchmark datasets for revisit prediction at https://github.com/kaist-dmlab/revisit.

Brand Equity and Revisit Intention towards Food Truck Business

As a new phenomenon in Malaysia, food truck becomes popular among the entrepreneur and customer. Beside food, food truck also introduces branding for the marketing purpose. However, the influence of brand equity in food truck is still sparse. This study seeks to investigate the relationship between brand equity and customer revisit intention in the food truck business. The data will be collected via survey questionnaire and will distribute to the food truck customer in Klang Valley. The result obtained from this study will contribute to the knowledge in brand equity theory and the revisit intention of food truck customer as the consequence. It also an opportunity for food truck manager to improve understanding towards customer to succeed in the competitive environment.

The Effect of Brand Equity and Perceived Value on Customer Revisit Intention: A Study in Quick-Service Restaurants in Vietnam

The purpose of this study is to examine how brand equity, from a customer point of view, influences quick-service restaurant revisit intention. The authors propose a conceptual framework in which three dimensions of brand equity including brand associations combined with brand awareness, perceived quality, brand loyalty and perceived value are related to revisit intention. Data from 570 customers who had visited four quick-service restaurants in Ho Chi Minh City were used for the structural equation modelling (SEM) analysis. The results show that strong brand equity is significantly correlated with revisit intention. Additionally, the effect of brand equity on revisit intention was mediated by perceived value, among others. Overall, this study emphasizes the importance of perceived value in lodging in the customer’s mind. Finally, managerial implications are presented based on the study results.

음식점 콘셉트와 스토리텔링에 의한 고객의 재방문에 관한 연구

본 연구는 고객들에게 매력적인 관심을 끌 수 있는 고객 재방문의 요소를 알아보고 성공할 수 있는 음식점 콘셉트와 스토리텔링에 의한 고객의 재방문에 관한 연구에 대해 알아보고자 한다. 음식점 콘셉트나 광고, 음식점 인테리어도 이제는 음식점의 메뉴/서비스의 특징이나 다른 음식점과의 비교우위를 강조하던 전략에서 벗어나 이야기를 들려주는 방식으로 표현 콘셉트를 변화해야 할 것이다. 논문의 연구결과를 살펴보면, 멤버십 카드나 레스토랑을 이용하는 편리성과 같은 금전적 또는 비금전적 '전환비용'이 일시적 고객만족의 실패로 인한 레스토랑 고객들의 부정적 감정이나 낮은 만족수준을 보완해주고 레스토랑을 재방문하도록 만드는 효과가 있다고 한다. 따라서 이러한 전환비용이 고객유지에 미치는 영향을 충분히 고려한다면 효과적인 수단으로 사용할 수 있을 것이다. 레스토랑과 같은 고급 음식점에서는 음식의 맛, 고객 서비스, 음식점 분위기 등의 수준향상을 통해 방문고객의 긍정적 소비감정을 느끼게 되면 고객만족과 재방문 의도를 강화시키는 것이며, 점포 콘셉트, 물리적 환경과 같은 경험적 요소, 조명을 이용한 시각적 식감의 수준향상을 꾀하는 것도 중요하다. 또한, 긍정적 소비감정을 유발하려면 점포 콘셉트, 물리적 환경, 경험적 요소를 활용한다. 즉, 멤버십 카드, 마일리지 포인트, 고객과의 친분 등 다양한 금전적, 비금전적 마케팅 수단을 평상시 제공한다면 고객의 재방문에 긍정적인 영향을 미칠 것이다. This study analyzed the customer's revisit concepts and storytelling by restaurant customers to identify the elements that can attract the attention of customers. The restaurant concept or advertising, restaurant decor will also have to change to emphasize the comparative advantage of the features in the menu of a restaurant or other restaurants / service that tells a story. Membership cards or money, or the same convenience and use of the restaurant non-monetary 'transition cost' can compensate for the negative emotions and low satisfaction level of restaurant customers and help them choose to revisit the restaurant. Therefore, if such a transition takes full account of the effects of the cost to the customer, it can be used as an effective means. In class restaurants, such as the food and customer service, the increased levels of the restaurant atmosphere and empirical elements, such as store concept and physical environment, can improve the positive consumer sentiment, strengthen the customer satisfaction and have a positive effect on the customers' revisit intention. It is also important to improve the level of visual texture using light. In addition, positive consumer sentiment can be induced using the store concept, the physical environment, and experiential elements. In other words, membership cards, mileage points, and various financial and non-financial inducements as a marketing tool will have a positive impact on the customer's revisit intention.

An Empirical Study on Customer Revisit Intention through the Promotion of e-Business Marketing by Hotel Companies

Recently, domestic hotel industry has provided differentiated and diverse marketing services to properly respond to rapid environmental changes. Since 2010, the number of hotel companies in the Republic of Korea has considerably increased. As a result, competition has become fiercer through the repetition of acquisition and disposal. Due to changes in e-business environment, hotel companies are now able to perceive the level of customer satisfaction and customer requirements much faster. They have promoted marketing strategies using diverse information and events through their web-site and social commerce. e-business environment has solved the problems of offline marketing activities and made up for their limitations. In addition, it’s used as a further extended means. This study attempted to investigate the diverse e-business marketing strategies of hotel companies according to changes in e-business environment, divide customers’ buying factors into economic and ideal values and analyze their relationship with customers’ revisit.

Effects of Attributes of Food Courts and Emotions on Customer Revisit Intention

The purpose of this study was to identify the change attributes of food courts inside department stores or shopping centers, which are becoming more sophisticated and gentrified. A survey was conducted regarding customer satisfaction level of food services, which influences customers` revisit behavioral intentions, to provide future development direction. Using an exploratory factor analysis, 55 questions on food and beverage service, atmosphere, comfort, sanitation, and food quality were produced. This study tested how these choice factors affect customers` positive or negative impressions of their dining experiences through multiple regression analysis. Results indicate that `food service` was the most important factor contributing to customers` positive impressions along with higher revisit behavioral intentions. On the contrary, respondents who received poor `food service` had higher negative impressions with low revisit intentions. The results and findings of this study will positively influence marketing and customer relationship management and thus help design of successful strategies for food court development.