Exploring the relationship between satisfaction, trust and switching intention, repurchase intention in the context of Airbnb

Purpose – The purpose of this paper is to understand what drives customers’ behavioral loyalty and explore the relationship between intentional and behavioral loyalty in the context of e-tailing. Design/methodology/approach – Based on the theory of reasoned action and the recency-frequency-monetary value model, this study proposes a research model to explore the relationships among satisfaction, switching cost, intentional loyalty (i.e. word of mouth (WOM) and repurchase intention), and behavioral loyalty (i.e. purchase frequency and monetary value). Data collected from 266 respondents in the context of e-tailing are tested against the research model using a partial least squares (PLS) approach. Findings – The results indicate that both satisfaction and switching cost are positively related to intentional loyalty (i.e. WOM and repurchase intention), and that the relationship of satisfaction with intentional loyalty outweighs that of switching cost. Additionally, while repurchase intention significantly associates with purchase frequency and monetary value, a relatively small portion of the variance in both purchase frequency and monetary value are explained. More importantly, WOM is unrelated to both purchase frequency and monetary value. The insignificance of WOM and the low predictability of repurchase intention indicate that the relationship between intentional and behavioral loyalty is weak in e-tailing context. Originality/value – This study provided empirical evidence to support the weak relationship between intentional and behavioral customer loyalty in the context of e-tailing. The findings provide several important theoretical and practical implications for e-tailing customer relationship management.

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

JRMSI - Jurnal Riset Manajemen Sains Indonesia ◽

10.21009/jrmsi.006.2.06 ◽

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.

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Exploring the relationship between trust, ease of use after purchase and switching re-purchase intention

International Journal of Data and Network Science ◽

10.5267/j.ijdns.2021.4.002 ◽

2021 ◽

pp. 465-470 ◽

Cited By ~ 1

Author(s):

Dede Suleman ◽

Sabil sabil ◽

Sri Rusiyati ◽

Imelda Sari ◽

Susan Rachmawati ◽

...

Keyword(s):

Purchase Intention ◽

Descriptive Analysis ◽

Ease Of Use ◽

Purchase Decisions ◽

Repurchase Intention ◽

Collection Method ◽

Online Store ◽

Test Instrument ◽

Entry Points ◽

The Relationship

The research conducted by this researcher intends to analyze the effect of trust and ease of use on purchase decisions and repurchase intention. The data collection method in this study uses a questionnaire with 130 consumers who have purchased at an online store. The analytical method used is descriptive analysis, and the test instrument uses SEM AMOS. in this study using four variables, thirteen dimensions and twenty-six indicators. The results show that trust and ease of use have a significant effect on buying decisions and also have a significant effect on repurchase intention, and purchase decisions have a significant and significant effect on repurchase intention. so it can be said that trust and ease of use are the entry points that make consumers start to move to the next stage, therefore online store marketers need to pay attention.

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