Empirical study of influential factors of online customers repurchase intention yuping li school of business planning, chongqing technology and business university, chongqing, china abstract there is not a unanimous conclusion about the influenof online cutial elementss tomers 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. The purpose of this paper is to understand consumers repurchase intention in online shopping. The effect of compensation on repurchase intentions in. Loyalty, repurchase and consumer satisfaction have a powerful impact on firms performance by providing a. Effect of service quality and brand image on repurchase. The influence of brand awareness, brand association and. What effects repurchase intention of online shopping article pdf available in international business research 1012.
Data were gathered by surveying 427 customers using grab and uber services. The purpose of this research is to find out the most important antecedents of online repurchase intentions in pakistani environment. The research was conducted at kedai sop durian lodaya ksdl in bogor on february 2015. A key contribution of the structural equation model is the incorporation of customer. Pdf determinants of repurchase intention in online. The survey method was employed involving a convenient sample of 200 customers of 10 restaurants on the university of cape coast campus. In this research, we will be investigating the factors influencing consumers repurchase intention of groupon. The results showed that inertia has a direct effect on the relationships between switching barriers, competitor attraction, satisfaction and repurchase intention. Pdf determinants of repurchase intention in online shopping. The study aimed to measure the effect of service quality, brand image, and word of mouth on repurchase intention. Moreover, inertia does not have significant moderating effect on satisfaction and repurchase intention. International journal of computer science and information security ijcsis, vol.
Consumers repurchase intention towards a mobile phone. Brand equity the concept of brand equity represents not only the addedvalue, but also becomes the guideline for brand management in the marketplace. Understanding customer repurchase intention in ecommerce. Semarang city was chosen as a representative place because. Customer loyalty, repurchase and satisfaction scholarly commons. Journal of retailing 84 4, 2008 424434 the effect of compensation on repurchase intentions in service recovery dhruv grewala. Factors influencing online purchase intention among. The following is a detailed description of the operability definition of research variables and the development of the scale. Pdf exploring the factors of consumer repurchase intention in. Effects of service quality and customer satisfaction on.
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. Investigating the moderating effect of customer characteristics. 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. The impact of product regret on repurchase intention. The model describes the extent to which customer repurchase intention is influenced by. This study hereby defines brand awareness as the evidence that will be considered by consumers in priority among known product categories. 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. 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. Trust and repurchase intention on online tourism services. This study suggests that the relationship between switching cost and repurchase intention can be moderated by satisfaction, and it is necessary to explore it. Uk generation y fashion consciousness, journal of fashion. 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. There is not a unanimous conclusion about the influential elements of online customers repurchase intention.
Jmestn42350395 267 a study of factors affecting on customers purchase intention case study. We developed an integrated model by examining how utilitarian factors perceived ease of use and perceived usefulness, the hedonic factor perceived enjoyment, and socialpsychological factors confirmation, satisfaction and trust directly or. This study is specified at particular authorized automobile workshops in indonesia. Dec 01, 2003 this paper develops a general service sector model of repurchase intention from the consumer theory literature. May 06, 2014 the purpose of this paper is to investigate the effects of online shopping experience and habit in relation to adjusted expectations for enhancing online repurchase intention. Effects of service quality and customer satisfaction on repurchase intention in restaurants on university of cape coast campus. However, its relationship with repurchase intention is insignificant. 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 objective of this study generally is to reveal the antecedents of online repurchase intention in.
Repurchase intention was measured with two indicators namely repeat purchase intention and repurchase probability yi and suna, 2004. The aim of this study is to analyze the influencing factors on consumers repurchase intention towards a brand of a mobile phone. Online customer experience, satisfaction and repurchase intention. Empirical study of influential factors of online customers. 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. As there are limited studies that explain online repurchase intention in developing countries, this study conducted in turkey. This research aims to investigate the factors which influence the citilink customers repurchase intention.
A study on repurchase intention was done by 23 entitled customer repurchase intention. The effect of brand satisfaction, trust and brand commitment. Journal of multidisciplinary engineering science and technology jmest issn. Roggeveena, michael tsirosb,c a babson college, babson park, ma 02457, united states. Intention to repurchase is positively influenced by overall satisfaction. Henkel, houchaime, locatelli, singh and zeithaml 2006 suggested that satisfied customers in the service industry have a high future repurchase. A modified dineserv scale was used to measure customers perceived service quality. The moderating impact of product classification on the relationship between online trust, satisfaction, and repurchase intention 3. Satisfaction, repurchase intent, and repurchase behavior. Factors affecting online repurchase intention emerald.
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. Additionally, this study reported a significant positive effect of perceived service quality and customer satisfaction on repurchase intention. The study done aimed to analyze the factors that could affect repurchase intention. International journal of business and social science vol. Customers expectation, satisfaction, and repurchase. 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. Identifying the factors affecting customer purchase intention. 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. Instead many of previous studies have been conducted in online purchase intention or offline repurchase intention. An integrated model for customer online repurchase intention. Licensed under creative commons attribution cc by impact of corporate brand on customers attitude towards repurchase intention badr elgasim balla 1, dr. Online repurchase intention, online consumer behavior, etrust, online customer. In this study, repurchase intention refers to the future intention of reextending membership of the fitness center. Abstract this research aimed to study is to investigate the influence of service quality and customers satisfaction on their repurchase intention toward car loan by tisco.
This study uses both expectation confirmation theory ect and technology acceptance model tam expanded by introducing prior online shopping. Jmestn42350395 268 so, several studies have been conducted about marketing issues by researchers. Thus, there is a positive relationship between switching cost and repurchase intention. Abstract in the worst competitive market the consumer products manufacturing industries pay attention on customer purchase intention for maintain their repute in market and enhanced their goodwill. The effect of the 7ps of the marketing mix on air freight. 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.
The relationship between customers switching cost and. 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. The explosion of ecommerce activities required industry and academia to understand the key determinants of consumers online repurchase intention. We developed an integrated model by examining how utilitarian factors perceived ease of use and perceived usefulness, the hedonic factor perceived enjoyment, and socialpsychological factors confirmation, satisfaction and trust directly. Loyalty, repurchase and consumer satisfaction have a powerful impact on firms performance by providing a competitive advantage edvardsson, johnson, gustafsson and. Consumer heterogeneity, perceived value, and repurchase. Pdf what effects repurchase intention of online shopping. 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. 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. Hotel managers can learn about the changes in tourists demand.
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. This gives benefit to online businessman and businesswoman. To evaluate the factors of consumers online repurchase intention, this study. Effect of eservice quality on repurchase intention international. The effect of trust towards online repurchase intention with. The theory of reasoned action has been used in this study to measure consumer repurchase intention. 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. 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. Several factors will be investigated and we are intent on determining the important or influential factors that influence consumers to repurchase from groupon.
Online customer experience, satisfaction and repurchase. The purpose of this paper is to investigate the effects of online shopping experience and habit in relation to adjusted expectations for enhancing online repurchase intention. Data for this research were collected from 240 taiwanese online shoppers who had. 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. Exploring the factors of consumer repurchase intention in. Consumers repurchase intention towards a mobile phone brand. This paper develops a general service sector model of repurchase intention from the consumer theory literature.
A study of factors affecting on customers purchase intention. Exploring online repurchase behavioural intention of. 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. Pdf exploring the factors of consumer repurchase intention.
Finally, the functional form underlying the satisfactionbehavior link is markedly different from the satisfactionintention link. While prior studies related with online repurchase intention are widespread in the literature, studies that explain the relations among customer trust, customer loyalty and customer satisfaction and the multiple effects of these factors on online repurchase intention are scarce and findings of these studies are inconsistent. This research implements electronic word of mouth ewom, brand image, and price as the independent variables that influence customers repurchase intention. Determinants of repurchase intention in online shopping. However, the efforts which should be given are harder than before because of the increasing of online criminality which happened in indonesia. International journal of science and research ijsr issn online. Customer repurchase intention and satisfaction in online shopping. Customer loyalty, repurchase and satisfaction are among the most researched concepts in academia and among the most important constructs in practice. Vahidreza mirabi associate professor department of management. Furthermore, the study was also to measure the most dominant factors in affecting repurchase intention, both direct and indirect effect s.
Customer repurchase intention and satisfaction in online. International journal of innovative technology and exploring engineering ijitee. A study of antecedents of customer repurchase behaviors. Journal of business and retail management research jbrmr, vol. A journal of the academy of business and retail management abrm 144 an interrogation on the repurchase intention is not new. Factors influencing perceived quality and repurchase intention. The repurchase intention is affected by customer satisfaction, and the quality of service offered, are. Antecedents of online repurchase intention in indonesia. Finally, an insignificant effect of peou on satisfaction and repurchase intention was observed.
This research paper is intended to determine the most critical factors in the success of online businesses. The effect of service quality and customers satisfaction on their repurchase intention of tisco banks hire purchase department 88 pp. 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 model describes the extent to which customer repurchase intention is. Procedia social and behavioral sciences 58 2012 95 a 1404 kasmer, h. Journal of consumer satisfaction, dissatisfaction and complaining behavior. Factors affecting online repurchase intention emerald insight. Furthermore, from a marketing perspective, understanding why tourists would choose airbnb again provides valuable information for the traditional hospitality industry managers. Some studies have concentrated on determining the basic antecedent variables to repurchase intention hocutt, 1998. Impact of corporate brand on customers attitude towards.
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