The influence of brand awareness, brand association and. In this research, we will be investigating the factors influencing consumers repurchase intention of groupon. Investigating the moderating effect of customer characteristics. Effect of service quality and brand image on repurchase. The effect of brand satisfaction, trust and brand commitment.
Factors influencing customers repurchase intentions in the greek. 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. Table 6 correlation coefficient for sense experience and repurchase intention. Procedia social and behavioral sciences 58 2012 95 a 1404 commitment, and the effects of the factors such as equity, value and quality on trust and. This first chapter will give an overview of the research which is the researcher conducted. Kecenderungan pelanggan melakukan repurchase intentions dapat menggunakan 3 dimensi dasar yaitu 1 resistance against better alternatives. Repurchase intention refers to consumers intention to buy the same product or service from the same firm on more than one occasion hellier et al. Several factors will be investigated and we are intent on determining the important or influential factors that influence consumers. In this study, customer repurchase intention is defined as the individuals judgment about buying a service again, the decision to engage in future.
Based on empirical findings, we offer managerial suggestions for enhancing purchase intention in ecommerce. Different coping behaviors have different impacts on repurchase intention. To build one, compute the percentage of customers that purchased a product from one company and then purchased from the same company again repurchase or defected to purchase a competitors. Impact of operational drivers on repurchase intention in e. Factors influencing consumers online repurchasing behavior. A share repurchase is a program by which a company buys back its own shares from the marketplace, usually because management thinks the shares are undervalued, reducing the. 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. Consumer heterogeneity, perceived value, and repurchase.
Online repurchase intention is defined as the customers plan to repurchase from a give retailer in the future khalifa and liu, 2007. In this study, customer repurchase intention is defined as the individuals judgment about. 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. Furthermore, the study was also to measure the most dominant factors in affecting repurchase intention, both direct and indirect effects. Customer repurchase intention and satisfaction in online shopping. The dealer sells the government securities to investors. Paper brand trust and satisfaction on repurchase intention. Pdf this paper develops a general service sector model of repurchase intention from the consumer theory literature. Measuring customer loyalty with a repurchase matrix. The repurchase intention is affected by customer satisfaction, and the quality of service offered, are recognized as an important concepts in service industries to maximize the firms market share and increase its revenue, as well as, bringing down the cost of getting and.
Repurchase definition and meaning collins english dictionary. Customer repurchase intention and satisfaction in online. Pdf determinants of repurchase intention in online shopping. A study of factors affecting on customers purchase intention. This study hereby defines brand awareness as the evidence that will be. The regression coefficient between service location and repurchase intention is 0. The repurchase intention is affected by customer satisfaction, and the quality of service offered, are recognized as an important concepts in service industries to maximize the firms market share and increase its revenue, as well as, bringing down the cost of getting and holding back customers abdelmaguid lotayif, 2004. Impact of relational value dimensions to word of mouth. A study on the effect of marketing mix on the repurchase.
Customer loyalty, repurchase and satisfaction are among the most researched concepts in academia and among the most important constructs in practice. 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. Revisit intention have often been highlighted in the literature as an important research topic in competitive market of tourism destinations. As many authors indicate, repurchase intention is a behavioral index of the customers loyalty 18. 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. Purchase intention is a kind of decisionmaking that studies the reason to buy a particular brand by consumer shah et al. Trust and repurchase intention on online tourism services among. As there are limited studies that explain online repurchase intention in developing countries, this study conducted in turkey. 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. 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.
A repurchase agreement repo is a form of shortterm borrowing for dealers in government securities. Repurchase intention university of bedfordshire repository. Specifically, we seek to understand the role of past behavior and habit in explaining repurchase intention besides satisfaction, social norm, and perceived behavioral control pbc, and explore further the moderator effects of these variables on the satisfactionrepurchase intention. 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. In this study, repurchase intention refers to the future intention of reextending membership of the fitness center. Kecenderungan pelanggan melakukan repurchase intentions dapat menggunakan 3 dimensi dasar yaitu 1 resistance against better alternatives, 2 willingness to pay premium price, dan 3 intention of. Factors influencing visitors revisit behavioral intentions. Sep 12, 2016 retaining customers is very important for the survival of ecommerce sellers. Intention to repurchase is positively influenced by overall satisfaction. This chapter also discussed and explains the background of the study, problem statement, research objective, research question, theoretical framework, hypothesis, significance of the study, and the limitations of the study in doing this project paper. It is viewed as critical for retailer success because retaining existing customers is less expensive than finding and serving new ones spreng et al. Empirical studies have confirmed that consumers past consumption experience kuo et al. 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.
Repurchasing can happen frequently, say weekly for. The repurchase intention measures can be obtained from surveys assessing tendency of current customers to repurchase used or, bought brand, productservice. 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. Butcher 2005 agreed that repurchase intention is regarded as a sound service outcome that is measurable. Order fulfillment positively influences repurchase intention where order fulfillment consists of i availability, ii timeliness, iii condition, and iv billing accuracy. Relational values, relationship quality, word of mouth, repurchase intention introduction the fundamental issue to be addressed in every marketing activity is the concept of value holbrook, 1999. The effect of compensation on repurchase intentions in. Oct 26, 20 in one group, the response bias is so high that rated satisfaction is completely uncorrelated to repurchase behavior r 0.
After the literature, it will identify the factor which is influence repurchase intention in airline industry through the research and data analysis. Secondly, identify the factors which are the most important to affect the passengers produce the repurchase intention with the airline. The effect of affective and continuance commitment on repurchase intention and loyalty, the effect of trust and satisfaction on affective and continuance 1403 aysel erci et al. Customers expectation, satisfaction, and repurchase. I learned this technique from fred reichheld, where he explains the repurchase matrix in his seminal book the loyalty effect. From consumer satisfaction to repurchase intention. 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. Purchase intention is the preference of consumer to buy the product or service. Repurchase intention can be defined as the individuals judgement about buying again a designated service from the same company, taking into account his or. The study aimed to measure the effect of service quality, brand image, and word of mouth on repurchase intention. Customer statement about the intention to purchase again to the same seller. Revisit intention and positive word of mouth recommendations have also recently been regarded as indicators of destination loyalty.
Several factors will be investigated and we are intent on determining the important or influential factors that influence consumers to repurchase from groupon. Effects of online retailer after delivery services on. Many factors affect the consumers intention while selecting the product and the ultimate decision depends on. Identifying the factors affecting customer purchase intention. Satisfaction, repurchase intent, and repurchase behavior. In the literature, relevant studies focus much more on price increase tolerance i. The impact of product packaging design on consumer. The effect of service quality and customers satisfaction on their repurchase intention of tisco banks hire purchase department 88 pp. While soderlund and ohman 2003 consider repurchase intentions as intentionsasexpectations, hellier et al. According to the reports by emarketer, goldman sachs and interactive media in retail group, b2c. In one group, the response bias is so high that rated satisfaction is completely uncorrelated to repurchase behavior r 0. Sat is a reliable and good predictor of purchase attitude e. Repurchase intention refers to the probability or, chance of using the previous service provider again in the future fornell, 1992.
Concept of repurchase intention repurchase intentions is divided as one of behavior intention categories 41. 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. The willingness of a customer to buy a certain product or a certain service is known as purchase intention. The moderating impact of product classification on the relationship between online trust, satisfaction, and repurchase intention 3. Pdf satisfaction, repurchase intent, and repurchase. The following is a detailed description of the operability definition of research variables and the development of the scale. A study of antecedents of customer repurchase behaviors. This paper examines the relationships between consumer satisfaction, price tolerance and repurchase intention. Reverse service exchanges occur when products are returned to the etailer by a customer or. 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.
A key contribution of the structural equation model is the incorporation of customer perceptions of equity and value and customer brand preference into. Customer repurchase intention towards batik kelantan. Online customer experience, satisfaction and repurchase intention. Furthermore, the study was also to measure the most dominant factors in affecting repurchase intention, both direct and indirect effect s.
Repurchase intention is a kind of behavior on the basis of cognition and feeling 40. Impact of corporate brand on customers attitude towards. Henkel, houchaime, locatelli, singh and zeithaml 2006 suggested that satisfied customers in the service industry have a high future repurchase. The model describes the extent to which customer repurchase. Purchase intentions are a measure of the respondents attitude towards purchasing a product or availing a. A good way to visualize the repurchase rate, and at the same time discover where customers are defecting to, is a repurchase matrix. Therefore, the marketing and communication activities of a brand will lead to an ideal repurchase behavior as the brand equity increases 47.
Finally, an insignificant effect of peou on satisfaction and repurchase intention was observed. Exploring online repurchase behavioural intention of. Furthermore, the authors find that, though nonlinear, the functional form relating rated satisfaction to repurchase intent is different from the one relating it to repurchase behavior. Jun 09, 2015 a repurchase matrix takes the repurchase rate and displays the relative rates for a set of competitors or comparable products within the same company. This paper develops a general service sector model of repurchase intention from the consumer theory literature. The study done aimed to analyze the factors that could affect repurchase intention. Retaining customers is very important for the survival of ecommerce sellers. The study of repurchase intention in sense of experiential.
Determinants of repurchase intention in online shopping. 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. Coefficient a source nonstandardized coefficient standardized coefficient t sig. Trust and repurchase intention on online tourism services. Loyalty, repurchase and consumer satisfaction have a powerful impact on firms performance by providing a competitive advantage edvardsson, johnson, gustafsson and. Purchase intention definition, importance, example.
945 1521 1127 249 505 1370 1551 1063 893 935 1534 919 1516 663 1187 1350 1471 1439 1390 1416 1120 992 1628 1172 1191 886 426 1582 1129 1230 1485 240 1299 983 842 1417 1280 1454 645