The effects of ecommerce institutional mechanisms on trust and online purchase have traditionally been understood in the initial online purchase context. Repurchase intention toward trusted online retailers 1. The pearsons correlation was used to test the hypotheses. 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. Customer loyalty, repurchase and satisfaction scholarly commons. The regression coefficient between service location and repurchase intention is 0. 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. Specifically, the research objectives for the present study are. 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. A study of antecedents of customer repurchase behaviors.
Table 6 correlation coefficient for sense experience and repurchase intention. 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. The effect of compensation on repurchase intentions in. The effect of brand satisfaction, trust and brand commitment. 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.
In this research, we will be investigating the factors influencing consumers repurchase intention of groupon. Determinants of repurchase intention in online shopping. This research implements electronic word of mouth ewom, brand image, and price as the independent variables that influence customers repurchase intention. 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. You can use it to form important survey documents that will help in the growth of your organization.
The repurchase intention measures can be obtained from surveys assessing tendency of current customers to repurchase used or, bought brand, productservice. Intention to repurchase is positively influenced by overall satisfaction. Repurchasing intention of agricultural materials is a key to a sustainable food business system. 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. Furthermore, the study was also to measure the most dominant factors in affecting repurchase intention, both direct and indirect effects. What effects repurchase intention of online shopping. This study hereby defines brand awareness as the evidence that will be considered by consumers in priority among known product categories. Trust, satisfaction, and online repurchase intention. In this study, customer repurchase intention is defined as the individuals judgment about. 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. Pdf satisfaction, repurchase intent, and repurchase. The geographical scope of the study in this research covered kelantan. Pdf what effects repurchase intention of online shopping.
Repurchase intention refers to the probability or, chance of using the previous service provider again in the future fornell, 1992. Empirical study of influential factors of online customers. 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. Sample and data collection the data were collected through a webbased survey. 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. To determine the significant influence of perceived product risk on gen y online consumers attitude towards repurchase intention. Factors affecting the repurchase online shopping intention. The study aimed to measure the effect of service quality, brand image, and word of mouth on repurchase intention. In doing so, it responds to the emerging call for understanding the institutional context.
Methodology a quantitative method developing a questionnaire based on previous. This discount cannot be combined with any other discount or promotional offer. 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. 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. In order to create a thriving c2c ecommerce environment, it is imperative for c2c ecommerce companies as well as merchants within to fully understand the. 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 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. 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 results show that repurchase intention is influenced primarily by satisfaction and secondarily by regret. The study done aimed to analyze the factors that could affect repurchase intention. Pdf determinants of repurchase intention in online.
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. Coefficient a source nonstandardized coefficient standardized coefficient t sig. In this research, the researcher analyzes and clarifies the factors that may contribute to customer repurchase intention towards batik kelantan. From customer value to repurchase intentions and recommendations abstract. Furthermore with the internet, online consumers more easily gain access to information and they offered a wide variety of products and services that can be selected at competitive prices. Repurchase intention means a customer adopts certain nastic responses to subject matter after making overall product evaluation and his future intentions. The results also indicate that regret has an impact on repurchase intention and mediates the effects alternative attractiveness have on satisfaction and repurchase intention. A study on the effect of marketing mix on the repurchase. Furthermore, the study was also to measure the most dominant factors in affecting repurchase intention, both direct and indirect effect s. Gounaris, bimitraids and stathakopoulos 2010 define repurchase intention as the customers propensity to purchase products. Customers expectation, satisfaction, and repurchase intention of. Customer loyalty, repurchase and satisfaction are among the most researched concepts in academia and among the most important constructs in practice. You can easily create a document in ms word for the survey.
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. Several factors will be investigated and we are intent on determining the important or influential factors that influence consumers to repurchase from groupon. Furthermore, nine out of ten think it is important with free returns hui. The software allows scope for multiple editing which is perfect for creating a proper survey document devoid of errors. Customer repurchase intention and satisfaction in online. To identify the significant influence of perceived financial risk on gen y online. This article is brought to you for free and open access by the david b. The study of repurchase intention in sense of experiential. Customers expectation, satisfaction, and repurchase. The cognition of perceived unfairness towards the online shopping experience may reduce consumers willingness for future repurchase intention huang, 2001.
In this study, customer repurchase intention is defined as the individuals judgment about buying a service again, the decision to engage in future. Determinants of repurchase intention in c2c ecommerce. Factors influencing online shoppers repurchase intentions. This research aims to investigate the factors which influence the citilink customers repurchase intention. Finally, the functional form underlying the satisfactionbehavior link is markedly different from the. Pdf the development of the internet raises opportunities for the marketing of. Influence of perceived risk on consumer attitude and. It can be reasonably assumed that satisfaction leads to. Pdf trust, satisfaction, and online repurchase intention. Customer repurchase intention and satisfaction in online shopping. Factors of influencing repurchase intention on dealofthe. Customer statement about the intention to purchase again to the same seller. 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.
Online customer experience, satisfaction and repurchase intention. Environmental issues banks finance case studies management marketing brand equity brand identity brand image. Dissatisfaction, negative emotions, repurchase intention, coping behavior, ecommerce 1. Additionally, the purpose is test the relationship between satisfaction and repurchase intention within this context. Factors influencing consumers online repurchasing behavior. Customer satifaction has positive effect on repurchase intention. The model describes the extent to which customer repurchase.
Understanding the repurchase intention of premium economy. Customers expectation, satisfaction, and repurchase intention of used products. Among these factors, repurchase intention is regarded as a main and a clear appearance of loyalty with the most direct mention on financial returns. Journal of retailing 84 4, 2008 424434 the effect of compensation on repurchase intentions in service recovery dhruv grewala. Once the survey document is finalized, you can save it in multiple formats like pdf file, doc file, and more depending on your.
Identifying the factors affecting customer purchase intention. The moderating impact of product classification on the relationship between online trust, satisfaction, and repurchase intention 3. Furthermore, price has no influence to customer satisfaction but has an influence to repurchase intention. What effects repurchase intention of online shopping article pdf available in international business research 1012. Repurchase intention loyalty is regarded as multiple dimensions, such as customer retention, repurchase, and recommendation to others e. Determinants of repurchase intention in c2c e commerce. As there are limited studies that explain online repurchase intention in developing countries, this study conducted in turkey. 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. A study on the effect of marketing mix on the repurchase intention with the consideration of the mediating role of brand equity case study. The following is a detailed description of the operability definition of research variables and the development of the scale. Pdf online customer experience, satisfaction and repurchase.
To achieve the research purpose, we examine the relationship among psychological factors, perceived price, perceived service quality, perceived value and repurchase intention using a research model extended from the theory of planned behavior tpb. This paper develops a general service sector model of repurchase intention from the consumer theory literature. Customers perspectives of merchants and platform providers. Finally, an insignificant effect of peou on satisfaction and repurchase intention was observed. 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. What effects repurchase intention of online shopping the development of the internet raises opportunities for the marketing of a product and bring new forms for retail transactions, one of which is online shopping.
This first chapter will give an overview of the research which is the researcher conducted. This study investigates the repurchase intention of passengers who have experienced premium economy class. Factors influencing online purchase intention among. 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. Sat is a reliable and good predictor of purchase attitude e. In this study, repurchase intention refers to the future intention of reextending membership of the fitness center. Satisfaction, repurchase intent, and repurchase behavior. Effect of service quality and brand image on repurchase. According to the reports by emarketer, goldman sachs and interactive media in retail group, b2c. The development of the internet raises opportunities for the marketing of a product and bring new forms for retail transactions, one of which is online shopping. An alternative repurchase intention model was developed with perceived usefulness, trust, privacy, perceived interactivity and customer satisfaction as the independent variables and repurchase intention as the dependent variable. An integrated model for customer online repurchase intention. The influence of brand awareness, brand association and.
The moderating role of perceived effectiveness of ecommerce institutional mechanisms article pdf available in mis quarterly 382. 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. 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. Consumers perception of online relationship quality has a positive effect on repurchase intention from private shopping sites.
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