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. This study intends to explore consumer behavior for the sharing economy in the hotel industry. There should be more agreement and advancement concerning the construct, given it has been. Identifying the factors affecting customer purchase intention. Tsiotsou 2005 and 2006 investigated the higher quality product creates higher purchase intention toward lower quality products. 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. Online customer experience, satisfaction and repurchase. It investigates whether context specific variables, such as organizational type and contract length, change customer value evaluations and the value intention to repurchase recommend system. Other scholars study the diversity impact of service quality on brand relationship and customer repurchase behaviors in different trades. Empirical evidence from china article pdf available in sage open april 2019 with 685 reads. Customers expectation, satisfaction, and repurchase intention of used products online. The role of customer citizenship behavior on perceived value, satisfaction, and repurchase intention 4. This study proposes a model to understand the extent to which trust mediates the effects of vendorspecific factors on customers intention to repurchase from an online vendor. The model describes the extent to which customer repurchase intention is influenced by.
A study of factors affecting on customers purchase intention. Customer satisfaction and repurchase intention theory for the. Drawing on the relationship marketing literature, we formulated and tested a model to explain b2c user repurchase intention from the perspective of relationship quality. The impact of eservice quality and customer satisfaction.
Loyalty, repurchase and consumer satisfaction have a powerful impact on firms performance by providing a. Customer experience feeling is as the core, it thinks that customers buy. Repurchase intentions are statistically significantly, and positively associated with repurchase behavior. The impact of service quality and customer satisfaction on. Oct 26, 20 2001 satisfaction, repurchase intent, and repurchase behavior. Thus, this study is aimed to identify whether the customer prior experience and product market variables influence on their repurchase intention towards batik kelantan. Behavior on customer repurchase intention marketing essay. Satisfaction, repurchase intent, and repurchase behavior. Specifically, the research objectives for the present study are. Oct 24, 2012 quality, satisfaction and repurchase intention. Furthermore, price has no influence to customer satisfaction but has an influence to repurchase intention. The case of leather shoes in ethiopia gebregziabher, temesgen on. The effects of locational convenience on customer repurchase. You can easily create a document in ms word for the survey.
Consumer heterogeneity, perceived value, and repurchase. Pdf satisfaction, repurchase intent, and repurchase. Measuring customer loyalty with a repurchase matrix. I learned this technique from fred reichheld, where he explains the repurchase matrix in his seminal book the loyalty effect. Repurchasing can happen frequently, say weekly for. The results of hirerihal regression reveal the significant relationship between customer trust and repurchase intention, but when perceived csr is used as moderator between customer trust and customer loyalty so the relationship become stronger. The distinction between service quality and customer satisfaction. Consumer purchase intention research based on social media marketing maoyan. An integrated model for customer online repurchase intention. Designmethodologyapproach a survey of australian customers.
Gounaris, bimitraids and stathakopoulos 2010 define repurchase intention as the customers propensity to purchase products. The study proved brand and brand related factors are not significant factors that influence purchase intention. Once the survey document is finalized, you can save it in multiple formats like pdf file, doc file, and more depending on your needs. Dec 01, 2003 the effects of locational convenience on customer repurchase intentions across service types michael a. This study provides a better understanding of customer repurchase intention towards batik kelantan. 1423 february 2011 with 1,940 reads how we measure reads. The purpose of this research paper is to examine the impact of delivery time preference and its impacts on customer repurchase intention. From the perspective of intrinsic motivation, the happiness, joy and fun can inspire peoples behavior. The model was empirically tested through a survey conducted in northern ireland. In addition, this study compares the results from two research.
The impacts of eservice quality on customers repurchase. Impact of corporate brand on customers attitude towards. The influence of brand awareness, brand association and. To identify the significant influence of perceived financial risk on gen y online. 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. Several factors will be investigated and we are intent on determining the important or influential factors that influence consumers to repurchase from groupon. A study of antecedents of customer repurchase behaviors. Ideally you can use actual repurchases from historical data. The concept of customer loyalty has a vast, fractious research legacy. Pdf online customer experience, satisfaction and repurchase. Influence of perceived risk on consumer attitude and. Customer experience and its relationship to repurchase intention.
If a customer indicates an intention to repurchase, then the sale process is set in motion. Understanding online customer repurchasing intention and the. Information systems professionals must pay attention to online customer retention. Empirical study of influential factors of online customers. The delone and mclean model is closely related to the quality value satisfaction loyalty mechanism and is useful for the specification of the quality measure. Role of ewom, product satisfaction, and website quality on.
Consequently, a new dialogue is triggered to learn about repurchase intention. Consumer purchase intention research based on social. Drawing on the expectationconfirmation model ecm, this study aims to examine the relationships among customer expectation, perceived enjoyment, perceived ease of use peou, satisfaction, and repurchase intention of online shopping of used products. Pdf online customer experience and its relationship to. A recent search of the abiinform business database for the term customer loyalty returned over 10,000 results. Pdf a study on analysis of factors influencing delivery. Customer loyalty, repurchase and satisfaction are among the most researched concepts in academia and among the most important constructs in practice. However, for food products, pricequality relationship is the most important factor.
Repurchase intention repurchase intention refers to the customer s willingness. Customer satisfaction has a positive effect on customers repurchase intention in online shopping. Thus, the present study considers customer repurchase intention, which reflects loyalty, as a construct for estimating the success of internet shopping businesses rather than intention to use, a construct employed by previous studies kuan et al. Investigating the moderating effect of customer characteristics. Factors of influencing repurchase intention on dealofthe. The program module can interface with clientsystems where necessary. Investigating the moderating effect of customer characteristics vikas mittal and wagner a. Customers expectation, satisfaction, and repurchase. 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. To determine the significant influence of perceived product risk on gen y online consumers attitude towards repurchase intention.
Repurchase intention in b2c ecommercea relationship quality. Loyalty, repurchase and consumer satisfaction have a powerful impact on firms performance by providing a competitive advantage edvardsson, johnson, gustafsson and. Customer satisfaction is a strong predictor of both customer repurchase intentions and repurchase behavior. Customers intention to engage in a future purchase activity with an online platform that the consumer has previously purchased.
The study of olsen 2002 verifies that satisfaction is the mediator between perceived quality and repurchase intention. 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. Consumers perceptions of quality, satisfaction and repurchase intention. If consumer perception of quality and price match their. So, it can be concluded that the increasmg quality of the service leads to the higher the customer s intention to repurchase and vice versa, if the service quality decreases, then it will lower the customer s intention to do the repurchasing. This research aims to investigate the factors which influence the citilink customers repurchase intention. Factors influencing internet shopping value and customer. To that end, this study explores the relationships between variables for online and offline hotels to identify the differences in both relationships. 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 hypothesis of customer satisfaction impact on repurchase intention. The conceptual model will be discussed precisely below in detail with supporting hypotheses.
This is important for managers and researchers alike, who need to make a choice between repurchase intent and behavior for the dependent variable. Customer repurchase intention towards batik kelantan. Factors that influence consumer purchasing decisions of. Jun 09, 2015 a repurchase matrix gives you a good idea how many of your customers make a second purchase with you or with another company. 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. An empirical case of online travel agencies in china, asia pacific journal of t ourism research, doi. Sep 30, 2009 although ecommerce adoption and customers initial purchasing behavior have been well studied in the literature, repeat purchase intention and its antecedents remain understudied. An integrated model for customer online repurchase intention article pdf available in journal of computer information systems 521.
Two constructs were adapted from prior conducted studies which were modified according to making them fit for the current. Additionally, the purpose is test the relationship between satisfaction and repurchase intention within this context. Customer repurchase intention and satisfaction in online shopping. This research implements electronic word of mouth ewom, brand image, and price as the independent variables that influence customers repurchase intention. Key performance indicators to increase repurchase rates in. Investigating the moderating effect of customer characteristics february 2001 journal of marketing research 381.
Role of ewom, product satisfaction, and website quality on customer repurchase intention. In this research, we will be investigating the factors influencing consumers repurchase intention of groupon. The satisfaction a customer gets leads to higher repurchase intention but considering the dissatisfaction option one leads to lower levels of repurchase intentions and also leads to complaining behavior and if the complains are sorted out perfectly, it can lead back to higher repurchase intentions, thus the main characteristic of customer. Repurchase intention in b2c ecommercea relationship. Customer repurchase intention and satisfaction in online. Jones assistant professor of marketing, department of marketing, college of business administration, university of tennessee at chattanooga, chattanooga, tennessee, usa. A good way to visualize the repurchase rate, and at the same time discover where customers are defecting to, is a repurchase matrix.
What effects repurchase intention of online shopping. Pdf customers expectation, satisfaction, and repurchase. The effect of compensation on repurchase intentions in. Determinants of repurchase intention in online shopping.
The data were collected from various demographic populations in india through self made and modified questionnaire. We have provided a productive sample containing an indepth study on the concept of customer trust, customer loyalty, and understanding of their repurchase intention with the help of surveys. Factors influencing online purchase intention among. From customer value to repurchase intentions and recommendations. In the field of the interrelationship among service quality, customer satisfaction, and reuse intention, researchers have paid attention on the role of service quality provided by the metro operator and have pointed out that positive customer satisfaction created by service quality lead to reuse intention p. Journal of retailing 84 4, 2008 424434 the effect of compensation on repurchase intentions in service recovery dhruv grewala. In other words, it is the impacts of consumer trust on repurchase intention to transact with dealoftheday groupbuying websiteour investigating target is groupon hong kong because it is the most representative and.
The result showed that there is the influence of eservice quality to customer satisfaction and to repurchase intention, while repurchase intention has negative influence occurs. You can use it to form important survey documents that will help in the growth of your organization. Methodology a quantitative method developing a questionnaire based on previous. There for this paper will aim to find out to what extent corporate brandthe dimensions affects on repurchase intention depending on the theory of planned behavior intention approach. Location has long been touted as an important competitive factor in retailing and services. Also, their study emphasized that product quality has a positive impact on customers purchase intention. The software allows scope for multiple editing which is perfect for creating a proper survey document devoid of errors. Only a kind of social media like micro blogging marketing, single. Pdf the effect of customer trust on customer loyalty and. Purpose the purpose of this study is to describe and analyze the factors of online customer experience and test their effect on satisfaction in an online clothing retailing context.
Other scholars study the diversity impact of service quality on brand relationship and customer repurchase behaviors in. This chapter presents a structural model to determine the role played by website quality weq, product satisfaction, and electronic word of mouth ewom on. Dec 11, 2018 the online sharing economy can multiply the effects of its traditional counterparts. The model also suggests that customer loyalty is represented by customer repurchase intention and that net benefit can be measured by customer retention or repurchase intention ahn et al. 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. This paper develops a general service sector model of repurchase intention from the consumer theory literature. Supplements the logic of prior research to examine the importance of location as a function of both. 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.
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