The research objectives were 1 to identify the characteristics of ksdl consumers behavior, 2 to analyze the factors influencing the consumer satisfaction and purchase intention of ksdls consumers, 3 to analyze ksdls consumer satisfaction level and purchase intention, 4 to formulate the. The theory of reasoned action has been used in this study to measure consumer repurchase intention. The influence of brand awareness, brand association and. This study is specified at particular authorized automobile workshops in indonesia. Customers expectation, satisfaction, and repurchase. Determinants of repurchase intention in online shopping. Jmestn42350395 267 a study of factors affecting on customers purchase intention case study.
Exploring online repurchase behavioural intention 93 1 introduction customers repurchase intention is considered by both academicians and practitioners to be one of the critical success factors for online retailing with its implications for cost savings and gains in profitability for the businesss stakeholders. Journal of multidisciplinary engineering science and technology jmest issn. This study sought to examine the effects of service quality and customer satisfaction on the repurchase intentions of customers of restaurants on university of cape coast campus. Customer repurchase intention and satisfaction in online. Effects of service quality and customer satisfaction on. To this aim, the clients of mellat and iran insurance companies in the. Procedia social and behavioral sciences 58 2012 95 a 1404 kasmer, h. International journal of science and research ijsr issn online. Roggeveena, michael tsirosb,c a babson college, babson park, ma 02457, united states.
The aim of this study is to analyze the influencing factors on consumers repurchase intention towards a brand of a mobile phone. Repurchase intention refers to the consumers subjective probability of repatronizing an online store, and is the major fang et al consumer heterogeneity, perceived value, and repurchase decisionmaking in online shopping. Factors influencing online purchase intention among. Furthermore, the study was also to measure the most dominant factors in affecting repurchase intention, both direct and indirect effect s. This study uses both expectation confirmation theory ect and technology acceptance model tam expanded by introducing prior online shopping. Sunway academic journal 4 62 butcher 2005 agreed that repurchase intention is regarded as a sound service outcome that is measurable. Investigating the moderating effect of customer characteristics.
Uk generation y fashion consciousness, journal of fashion. In this research, we will be investigating the factors influencing consumers repurchase intention of groupon. Our results affirmed that satisfaction partially mediates the relationships among expectation, perceived enjoyment, and repurchase intention, whereas no mediation established among peou, satisfaction, and repurchase intention. Vahidreza mirabi associate professor department of management. Repurchase intention in b2c ecommercea relationship. A key contribution of the structural equation model is. Information systems professionals must pay attention to online customer retention. Henkel, houchaime, locatelli, singh and zeithaml 2006 suggested that satisfied customers in the service industry have a high future repurchase. Finally, an insignificant effect of peou on satisfaction and repurchase intention was observed. Dec 01, 2003 this paper develops a general service sector model of repurchase intention from the consumer theory literature. Online customer experience, satisfaction and repurchase intention. Impact of corporate brand on customers attitude towards.
Licensed under creative commons attribution cc by impact of corporate brand on customers attitude towards repurchase intention badr elgasim balla 1, dr. The model was empirically tested through a survey conducted in northern ireland. This study aims to investigating the effect of perceived quality and perceived cost on the perceived value by customers and their repurchase intention in the insurance industry. Journal of retailing 84 4, 2008 424434 the effect of compensation on repurchase intentions in service recovery dhruv grewala.
The purpose of this paper is to understand consumers repurchase intention in online shopping. While soderlund and ohman 2003 consider repurchase intentions as intentionsasexpectations, hellier et al. Repurchase intention was measured with two indicators namely repeat purchase intention and repurchase probability yi and suna, 2004. Pdf the effect of perceived quality, perceived cost and. Intention to repurchase is positively influenced by overall satisfaction. Abstractthe purpose of this paper is to extend the research on consumer repurchase intention, perceived value, and perceived risk into the realm of the peertopeer economy, specifically in the context of airbnb. Furthermore, from a marketing perspective, understanding why tourists would choose airbnb again provides valuable information for the traditional hospitality industry managers.
Repurchase intention involves an individuals judgment about the same. Hotel managers can learn about the changes in tourists demand. Consumers repurchase intention towards a mobile phone. The moderating impact of product classification on the relationship between online trust, satisfaction, and repurchase intention 3. A key contribution of the structural equation model is the incorporation of customer perceptions of equity and value and customer brand preference into an integrated repurchase intention analysis. Sep 12, 2016 retaining customers is very important for the survival of ecommerce sellers. The effect of compensation on repurchase intentions in. There is not a unanimous conclusion about the influential elements of online customers repurchase intention. Online customer experience, satisfaction and repurchase. We established a concept model and discussed how utilitarian values perceived ease of use and perceived usefulness, social values satisfaction and trust and the hedonic value perceived enjoyment directly and indirectly influenced customers repurchase. This research aims to investigate the factors which influence the citilink customers repurchase intention. Repurchase intention involves the individuals judgment about buying again a designated service from the same company, considering his or her current situation and likely circumstances.
Consumer behaviour and order fulfilment in online retailing. Brand equity the concept of brand equity represents not only the addedvalue, but also becomes the guideline for brand management in the marketplace. In this study, repurchase intention refers to the future intention of reextending membership of the fitness center. A study on repurchase intention was done by 23 entitled customer repurchase intention. Online repurchase intention, online consumer behavior, etrust, online customer. Service attributes service attributes are the activities, physical properties, people and intangible elements, offered by an organization, that are perceived by customers to make up a service. Effect of service quality and brand image on repurchase. What effects repurchase intention of online shopping. Journal of business and retail management research jbrmr, vol.
Consumer heterogeneity, perceived value, and repurchase. Exploring online repurchase behavioural intention of. Understanding repurchase intention of airbnb consumers. Effects of service quality and customer satisfaction on repurchase intention in restaurants on university of cape coast campus. International journal of innovative technology and exploring engineering ijitee.
Drawing on the relationship marketing literature, we formulated and tested a model to explain b2c user repurchase intention from the perspective of relationship quality. We established a concept model and discussed how utilitarian values perceived ease of use and perceived usefulness, social values satisfaction and trust and the hedonic value perceived enjoyment directly and indirectly influenced customers repurchase intention in the context. The impact of product regret on repurchase intention. This research implements electronic word of mouth ewom, brand image, and price as the independent variables that influence customers repurchase intention. Thus, our study proposes and tests two important key factors from the tam model which are perceived benefits and perceived ease of use to examine the factors influencing online purchase intention among malaysian youths. The aim of this study is to determine the relationship between behavioural intention with customer repurchase intention, customer satisfaction, perceived service quality, perceived product quality and perceived price fairness in automobile industry, particularly in service garage.
Finally, the functional form underlying the satisfactionbehavior link is markedly different from the. A total of 395 surveys were collected in canada and the united states. Some studies have concentrated on determining the basic antecedent variables to repurchase intention hocutt, 1998. Exploring repurchase intention in a performing arts. The research was conducted at kedai sop durian lodaya ksdl in bogor on february 2015. The purposes of this study were to explore the relationship between the marketing mixs 7ps product, price, place, promotion, physical evidence, participantspeople, and process and customer satisfaction, and then customer satisfactions relationship to customer repurchase intention for air freight services. Roggeveena, michael tsirosb,c a babson college, babson park, ma 02457, united states b university of miami, miami, fl 333, united states c alba graduate business school, athens, greece received 22 january 2008.
As there are limited studies that explain online repurchase intention in developing countries, this study conducted in turkey. The results showed that perceived risk negatively impacts airbnb. Consumers repurchase intention towards a mobile phone brand. However, its relationship with repurchase intention is insignificant. The study aimed to measure the effect of service quality, brand image, and word of mouth on repurchase intention. Pdf exploring the factors of consumer repurchase intention. The research objectives were 1 to identify the characteristics of ksdl consumers behavior, 2 to analyze the factors influencing the consumer satisfaction and purchase intention of ksdls consumers, 3 to analyze ksdls consumer satisfaction level and purchase intention, 4 to. Satisfaction, repurchase intent, and repurchase behavior. Repurchase intention in b2c ecommercea relationship quality. The effect of trust towards online repurchase intention with. In the study, the variables used were brand preference, expected switching cost, customer loyalty, customer satisfaction, customer satisfaction, customer perceived value, perceived equity, and perceived quality.
The study done aimed to analyze the factors that could affect repurchase intention. Loyalty, repurchase and consumer satisfaction have a powerful impact on firms performance by providing a competitive advantage edvardsson, johnson, gustafsson and. Thus, there is a positive relationship between switching cost and repurchase intention. Moreover, inertia does not have significant moderating effect on satisfaction and repurchase intention. Empirical study of influential factors of online customers. Jmestn42350395 268 so, several studies have been conducted about marketing issues by researchers. The effect of brand satisfaction, trust and brand commitment. Online customer experience, satisfaction and repurchase intention for online clothing retailing johanna nilsson and olle wall 2017 university of gothenburg, school of business, economics and law, gothenburg, sweden abstract purpose the purpose of this study is to describe and analyze the factors of online customer experience and test. Exploring the factors of consumer repurchase intention in. Customer loyalty, repurchase and satisfaction are among the most researched concepts in academia and among the most important constructs in practice. The results showed that inertia has a direct effect on the relationships between switching barriers, competitor attraction, satisfaction and repurchase intention.
Several factors will be investigated and we are intent on determining the important or influential factors that influence consumers to repurchase from groupon. International journal of business and social science vol. Pdf determinants of repurchase intention in online shopping. Retaining customers is very important for the survival of ecommerce sellers. The purpose of this paper is to investigate the roles of computermediated communication cmc tools, interactivity, trust and perceived effectiveness of ecommerce institutional mechanisms peeim in influencing customers repurchase intention in the chinese online ecommerce marketplace. The purpose of this paper is to investigate the roles of computermediated communication cmc tools, interactivity, trust and perceived effectiveness of ecommerce institutional mechanisms peeim in influencing customers repurchase intention in the chinese online ecommerce. Effect of eservice quality on repurchase intention international. Off intention the power of intention pdf the power of intention by wayne pdf the power of intention book turnover intention journal turnover intention model behavioral intention for tourism kuisoner turn over.
A key contribution of the structural equation model is the incorporation of customer. A study of factors affecting on customers purchase intention. Factors influencing perceived quality and repurchase. Factors influencing perceived quality and repurchase intention. The relationship between customers switching cost and. This paper develops a general service sector model of repurchase intention from the consumer theory literature. This study suggests that the relationship between switching cost and repurchase intention can be moderated by satisfaction, and it is necessary to explore it. Pdf determinants of repurchase intention in online. So, it can be concluded that the increasmg quality of the service leads to the higher the customers intention to repurchase and vice versa, if the service quality decreases, then it will lower the customers intention to do the repurchasing. The reason why customers decide to select the same service provider and purchase the same service is on the basis of their previous experiences. Repurchase intention repurchase intention adalah power of intention pdf the power of intention the power of intention pdf the power off intention behavioral intention the powers of intention the power of intention book turnover intention journal kuisoner turn over intention mobley turnover intention the power of intention by wayne pdf. The survey method was employed involving a convenient sample of 200 customers of 10 restaurants on the university of cape coast campus. The repurchase intention is affected by customer satisfaction, and the quality of service offered, are.
The model describes the extent to which customer repurchase intention is influenced by. International journal of nonprofit and voluntary sector marketing, 12, 5148. Identifying the factors affecting customer purchase intention. The aim of this study is to identify turkish consumers online repurchase intention with a specific focus on the influence of esatisfaction, etrust and eloyalty. A journal of the academy of business and retail management abrm 144 an interrogation on the repurchase intention is not new. The results showed that perceived risk negatively impacts airbnb consumers perceived value and repurchase.
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