Examining the Relationship Between Customer-Oriented Success Factors, Customer Satisfaction, and Repurchase Intention for Mobile Commerce

2020 ◽  
pp. 231-243
Author(s):  
Abhishek Tandon ◽  
Himanshu Sharma ◽  
Anu Gupta Aggarwal
Keyword(s):  
Customer Satisfaction ◽  
Success Factors ◽  
Mobile Commerce ◽  
Repurchase Intention ◽  
The Relationship

scholarly journals THE RELATIONSHIP BETWEEN CUSTOMER SATISFACTION AND SECURITY TOWARD TRUST AND ITS IMPACT ON REPURCHASE INTENTION (SURVEY ON CUSTOMER OF ELEVENIA ONLINE WEBSITE)

2015 ◽  
Vol 6 (2) ◽  
pp. 599
Author(s):  
Mohammad Rizan ◽  
Kemal Abu Bakar ◽  
Basrah Saidani
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Survey Methods ◽  
Equation Modeling ◽  
Repurchase Intention ◽  
Spss Software ◽  
One Year ◽  
The Impact ◽  
The Relationship ◽  
Positive Effect

The purpose of this research are to: examine empirically the effect of customer satisfaction to trust on customer, the impact of security to trust on customer, the impact of the customer satisfaction to repurchase intention on customer, the effect of security to repurchase intention on customer, the effect of trust to repurchase intention on customer, the effect of customer satisfaction to repurchase intention through trust as intervening variable on customer, the effect of security to repurchase intention through trust as intervening variable on customer of Elevenia website online. This research used survey methods for collecting data. The object of this research is 200 respondents who had purchased in Elevenia website online for a period of one year backward. This research used SPSS software version 22 and SEM (Structural Equation Modeling) LISREL version 8.7 for data analysis. Hypothesis testing showed that: the customer satisfaction has a positive effect and significance on trust, the security has a positive effect and significance on trust, the customer satisfaction has a positive effect and significance on repurchase intention, the security has a positive effect and significance on repurchase intention, the customer satisfaction has a positive effect and significance on repurchase intention through trust as intervening variable and the security has a positive effect and significance on repurchase intention through trust as intervening variable.   Keywords: Customer Satisfaction, Security, Trust, Repurchase Intention.

scholarly journals OPENNESS TO EXPERIENCE - A MODERATOR BETWEEN SOCIAL COMMERCE SUCCESS FACTORS AND CUSTOMER SATISFACTION RELATIONSHIP: FACEBOOK BRAND PAGE PLATFORM

2018 ◽  
Vol 17 (3) ◽  
pp. 67
Author(s):  
Ariff Md. Ab. Malik ◽  
Hanitahaiza Hairuddin ◽  
Nurfaznim Shuib
Keyword(s):  
Social Media ◽  
Information System ◽  
Customer Satisfaction ◽  
Information Quality ◽  
Success Factors ◽  
Openness To Experience ◽  
Social Commerce ◽  
Information System Success ◽  
System Success ◽  
The Relationship

Nowadays, the role of social media in marketing strategies is undeniable. Facebook brand page is one of the platforms used by the marketers to promote their products. The purpose of this study is to investigate whether the Openness to Experience personality moderates the relationship between Information System Success (ISS) factors and customer satisfaction using a sample of 354 customers from three different Facebook brand pages. The result found that the Openness to Experience personality effect the relationship between ISS factors and customer satisfaction. Meanwhile, the Information Quality is the most important factor that influences the customer satisfaction towards social media applications.  Keywords: Social Commerce, Information System Success Factors, Personality Traits, Customer Satisfaction, Openness to Experience, Facebook Brand Page

scholarly journals NIAT KONSUMEN MEMBELI ULANG PRODUK MEWAH SMARTPHONE

2018 ◽  
pp. 1565
Author(s):  
Claudia Lorenzia Core ◽  
Ni Wayan Sri Suprapti
Keyword(s):  
High School ◽  
Customer Satisfaction ◽  
Purchase Intentions ◽  
Social Aspects ◽  
Repurchase Intention ◽  
Product Attributes ◽  
Repurchase Intentions ◽  
Key Driver ◽  
The Relationship

This study aims to examine the factors that influence the intention of Denpasar city consumers to repurchase the iPhone brand smartphone products, namely consumer inertia, luxury value, product attributes, customer satisfaction and social aspects. The study also tested the effect of customer satisfaction mediation on the relationship between product attributes and re-purchase intentions, as well as the role of moderator of social aspects of the relationship between consumer inertia and repurchase intentions. Respondents who participated in this study as many as 154 people who meet the sample criteria that are domiciled in Denpasar city, have graduated high school and are using smartphone brand iPhone. The results showed that consumer inertia has no effect on repurchase intention. It was further discovered that product attributes were a key driver of customer satisfaction and repurchase intentions. Customer satisfaction is also found to mediate the relationship between product attributes and repurchase intentions. In addition to product attributes, the luxury value found to be able to encourage repurchase intention as well as social aspects strengthens the relationship between consumer inertia and repurchase intentions.

scholarly journals The Mediating Effect of Customer Satisfaction on the Relationship Between Service Quality, Relationship Quality, Relationship Quality, Perceived Value, and Perceived Price Towards Repurchase Intention in the Fast Food Industry

2020 ◽  
Vol 17 (2) ◽  
pp. 371
Author(s):  
Fatin Najua Ahmad Fuzir ◽  
Mohd Khirzan Badzli A Rahman
Keyword(s):  
Customer Satisfaction ◽  
University Students ◽  
Relationship Quality ◽  
Food Quality ◽  
Fast Food ◽  
Perceived Value ◽  
Fast Food Restaurant ◽  
Repurchase Intention ◽  
Perceived Price ◽  
The Relationship

Fast food restaurant industry has become a subject to intense competition and rapid growth in Malaysia’s economy. Consequently, repurchase intention become crucial especially in the fast food business, as it relates to company’s profits. Only a few studies in Malaysia were found in the literature, which deal with university students’ perceptions about fast food restaurant services. Therefore, it is necessary to study the needs of the university students and to understand their preferences. This study examined the relationship between service quality, relationship quality, perceived value and perceived price towards repurchase intentions. Besides that the study also examined customer satisfaction as a mediating role in order to fill the gap in the previous studies. A total of 372 responses were obtained from students of three universities in Shah Alam, through questionnaires. Data were analysed with multiple regression by using Statistical Package for Social Science (SPSS) version 2.0. The findings showed that relationship quality is the main predictor of customer satisfaction (β=.369, p<.01) followed by assurance (β=.165, p<.01), perceived price (β=.162, p<.01) and food quality (β=.102, p<.05). The least predictor is perceived value (β= -.027), tangibility (β=0.53) and responsiveness (β=0.83).  The findings also showed that customer satisfaction mediates the relationship between assurance, food quality, relationship quality, perceived price and repurchase intention. The implications of the study are further discussed in this paper.

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