The satisfaction, repurchase intention and shareholder. In the current competitive digital economy, repurchase intention has emerged. The effect of eservice quality and experiential marketing through customer satisfaction as. Customer interface quality on customer eloyalty and e. The regression coefficient between service location and repurchase intention is 0. Coefficient a source nonstandardized coefficient standardized coefficient t sig. An empirical evaluation of the impact of services quality on customer loyalty at customer care centre ijmt, volume 19, number 1, january june 2011 107 the cost of acquisition occurs only at the beginning of a relationship. Results of the current study highlight the role of switching barriers in the customer retention process for services. Trust, satisfaction, and online repurchase intention appendix a survey questionnaire items questionnaire items general perceptions about online purchase sources perceived effectiveness of ecommerce institutional mechanisms scale 17 peeim1 when buying online, i am confident that there are mechanisms in place to protect me. According to the reports by emarketer, goldman sachs and interactive media in retail group, b2c.
Online repurchase intention, e trust, online customer satisfaction, e loyalty, turkey introduction the internet has made a strong impression on marketing and created a new form of retail transaction called online shopping. Customer intention to repurchase is an imperative component for. Modelling the relationship among green perceived value, green. 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. The simple regression model for customer satisfaction and repurchase intention found signi. 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. 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. Pdf what effects repurchase intention of online shopping.
Consumer heterogeneity, perceived value, and repurchase. Customer repurchase intention and satisfaction in online shopping. A repurchase intention is a behavior that arises in response to an object indicating the customers desire to repurchase. The impact of affective experiential state on online repurchase intention. From customer value to repurchase intentions and recommendations abstract. Therefore, we propose a positive relationship between trust and repurchase intention. Impact of service quality and trust on repurchase intentions.
A study of antecedents of customer repurchase behaviors. Factors affecting repurchase intention to shop at the same. Intention to repurchase is positively influenced by overall satisfaction. The satisfaction, repurchase intention and shareholder value. The purpose of this paper is to understand consumers repurchase intention in online shopping. Maturities can vary from overnight to a year, with the longer.
The relationship between service quality, customer. An investigation into relationships among constructs of. The influence of brand awareness, brand association and. Customer satifaction has positive effect on repurchase intention. Ghosh 1990 states that purchase intention is an effective tool to predict buying process. The repurchase interest is the tendency stage for consumers to act before the buying decision is actually implemented kotler and keller, 2009. Table 6 correlation coefficient for sense experience and repurchase intention. The effect of compensation on repurchase intentions in. Journal of multidisciplinary engineering science and technology jmest issn. Purchase behavior is a key point for consumers to access and evaluate the specific product.
Satisfaction, repurchase intent, and repurchase behavior. Dimensions of etailers operations and their linkages with customer shopping satisfaction and repurchase intention. Consumers perception of online relationship quality has a positive effect on repurchase intention from private shopping sites. The impact of affective experiential state on online.
Switching barriers and repurchase intentions in services. Introduction ensuring customer satisfaction is the goal of online sellers eid 2011, but few sellers can guarantee that customers will be completely satisfied with every purchase. Repurchase intention, brand experience, brand trust, brand affect, brand ima ge, online apparel shopping, pakistan. Loyalty, repurchase and consumer satisfaction have a powerful impact on firms performance by providing a. The sharing economy is getting broader with its nonownership assets, better use of resources, lower prices, and more customized products belk, 2014. Determinants of repurchase intention in online shopping. Jmestn42350395 268 so, several studies have been conducted about marketing issues by researchers. Although coreservice satisfaction was a critical determinant of retention consistent with prior research, switching barriers in the form of interpersonal relationships, switching costs, and attractiveness of alternatives were also found to be important. The results show that the repurchase intention of passengers is influenced by the attitude. The study has also refined the scale of repurchase intention by. The effect of trust towards online repurchase intention sbm itb. Pdf this paper develops a general service sector model of repurchase intention from the consumer theory literature. The effect of e service quality and experiential marketing through customer satisfaction as. This use of repurchase intention as a proxy for retention is.
Prybutok chenyan xu university of north texas university of north texas university of north texas denton, tx 76201 denton, tx 76201 denton, tx 76201 the explosion of ecommerce activities required industry. An integrative approach to understanding travelers repurchase intention international journal of contemporary. 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. The study of repurchase intention in sense of experiential. There are a numerous number of studies that supported the notion of the direct relationship between. 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 results further demonstrate that stability and locus of responsibility attributions in. Repurchase agreements provide important benefits to each of the parties to a repo transaction. Repurchase intention means a customer adopts certain nastic responses to subject matter after making overall product evaluation and his future intentions. Pdf determinants of repurchase intention in online shopping. The model describes the extent to which customer repurchase intention is influenced by.
Prybutok chenyan xu university of north texas university of north texas university of north texas denton, tx 76201 denton, tx 76201 denton, tx 76201 the explosion of e. As there are limited studies that explain online repurchase intention in developing countries, this study conducted in turkey. This study uses both expectation confirmation theory ect and technology acceptance model tam expanded by introducing prior online shopping. About 42% in status consumption can be explained by two antecedent variables i. Though research on repurchase intentions has traditionally focused on service quality and satisfaction, recently scholars have proposed that word of mouth wom and thin pakistans airline industr trust also play a vital role in driving repurchase intentions for all services. What effects repurchase intention of online shopping article pdf available in international business research 1012. Furthermore, the divergent ways in which these constructs are modeled in current research makes it difficult to draw more definitive conclusions regarding the nature of the relationship between satisfaction, repurchase intention, and. Additionally, revisit is defined as the decision to repurchase the same products and visit the same stores regularly dholakia. Order fulfillment positively influences repurchase intention where order fulfillment consists of i availability, ii timeliness, iii condition, and iv billing accuracy. Several factors will be investigated and we are intent on determining the important or influential factors that influence consumers.
The effect of trust towards online repurchase intention with. Exploring online repurchase behavioural intention of. The purpose of this paper is to examine the antecedents of repurchase intentions in the pakistani airline industry. Impact of operational drivers on repurchase intention in e. Sample and data collection the data were collected through a webbased survey. This is important for managers and researchers alike, who need to make a choice between repurchase intent and behavior for the dependent variable.
Constructing a b2c repurchase intention model based on. An understanding of the relationships between choices in order fulfilment and consumer. Background and research issues it is well documented that in commercial satisfaction surveys, satisfaction ratings vary on the basis of customer char. The moderating role of perceived effectiveness of ecommerce institutional mechanisms yulin fang department of information systems, city university of hong kong, hong kong sar, china yulin. Reverse service exchanges occur when products are returned to the etailer by a customer or replaced to a customer by the etailer. The cognition of perceived unfairness towards the online shopping experience may reduce consumers willingness for future repurchase intention huang, 2001. Butcher 2005 agreed that repurchase intention is regarded as a sound service outcome that is measurable. Several factors will be investigated and we are intent on determining the important or influential factors that influence consumers to repurchase from groupon. The satisfaction, repurchase intention and shareholder value linkage. The repurchase intention measures can be obtained from surveys assessing tendency of current customers to repurchase used or, bought brand, productservice. In tourism industry, the development of the sharing economy involved the emergence of online travel agencies otas who are intermediates between services providers and consumers, provide accommodations, transport services, food and beverages. It can be reasonably assumed that satisfaction leads to. Trust, satisfaction, and repurchase intention of green products.
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. Exploring the factors of consumer repurchase intention in. Key determinants and the effects of perceived value on e. Morover, zboja and voorhees,2006,indicated that trust is the dominant antecedent of repurchase intentions.
Roggeveena, michael tsirosb,c a babson college, babson park, ma 02457, united states. An integrated model for customer online repurchase intention. An investigation in vietnamese retail banking sector ngo vu minh, nguyen huan huu abstract this study develops and empirically tests the interrelationships between service quality, customer satisfaction, and customer loyalty in a retail banking context. The effect of website quality on repurchase intention with. A study of factors affecting on customers purchase intention.
Repurchase intention refers to the number of epurchases users plan to make from a website reibstein, 2002. Customer repurchase intention and satisfaction in online. Different coping behaviors have different impacts on repurchase intention. At least one principal to a repo transaction must be a licensed bank or licensed investment bank. 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. Customer satisfaction as mediator between website service quality. From customer value to repurchase intentions and recommendations. A case from turkey mine oyman anadolu university, turkey iclem er dumlup. 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. 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. Purchase intention usually is related to the behavior, perceptions and attitudes of consumers. Customer loyalty, repurchase and satisfaction are among the most researched concepts in academia and among the most important constructs in practice.
Based on empirical findings, we offer managerial suggestions for enhancing purchase intention in ecommerce. The relationship between service quality, customer satisfaction and customer loyalty. Repurchase intention toward trusted online retailers 1. Trust has a positive effect on repurchase intention at the same eshop fig 1. Hi trust has a positive effect on repurchase intention at the same eshop fig 1. While soderlund and ohman 2003 consider repurchase intentions as intentionsasexpectations, hellier et al. Repurchase agreements benefits, risks and controls.
Theoretical model perceived easeofuse enjoyment perceived usefulness trust repurchase intention h1 h2 h3 h4 h5 h6 540 selim aren et al. Dissatisfaction, negative emotions, repurchase intention, coping behavior, ecommerce 1. In fact, about 60% of total variance in repurchase intention can be explained by both affective response and status consumption in the proposed theoretical model. Imr doctoral conference, imrdc 2014, indian institute of management bangalore, dec. We established a concept model and discussed how utilitarian values perceived ease of use and perceived usefulness, social sa values tisfaction and trust and the hedonic perceived enjoyment directly and indvalue irectly influenced customers repurchase intention in the context of online shopping.
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