“I just like this e-Retailer”: Understanding online consumers repurchase intention from relationship quality perspective

2021 ◽  
Vol 61 ◽  
pp. 102568
Author(s):  
Samuel Antwi
Keyword(s):  
Relationship Quality ◽  
Repurchase Intention ◽  
Online Consumers

Structural equation test of relationship quality

2016 ◽  
Vol 11 (3) ◽  
pp. 374-394 ◽  
Author(s):  
Ernest Emeka Izogo
Keyword(s):  
Information Sharing ◽  
Relationship Quality ◽  
Structural Equation ◽  
Online Survey ◽  
Customer Orientation ◽  
Retail Banking ◽  
Repurchase Intention ◽  
Content Type ◽  
Antecedents And Consequences ◽  
Willingness To Recommend

Purpose – The purpose of this paper is to examine how companies can influence customers’ repurchase intention and willingness to recommend through relationship quality (RQ hereafter) constructs by leveraging customer orientation, expertise and information sharing. Design/methodology/approach – The research informants were recruited from a Southeastern Nigerian city. Data analysis was based on 303 qualified cases extracted from the 332 valid responses retrieved from the customers of retail banking services through a bank-intercept method and online survey. Findings – Except customer orientation, all the antecedents of RQ were directly related to trust and satisfaction. Whereas satisfaction was both directly and indirectly related to repurchase intention and willingness to recommend, trust was directly and indirectly related to repurchase intention but was not directly related to willingness to recommend. It was only indirectly related to willingness to recommend through satisfaction and repurchase intention. Trust and satisfaction mediate the link between RQ antecedents and repurchase intention and willingness to recommend. The research model explained 67 per cent of the total variance in willingness to recommend. Research limitations/implications – The mediating role of RQ in the link between customer orientation, expertise and information sharing and repurchase intention and willingness to recommend remains largely untested in the literature. This provides an avenue for future studies to extend RQ research to the nature of the construct’s behaviour when it is tested as a mediator in the relationship between its antecedents and consequences especially in West Africa where substantive research is scarce. Practical implications – One of the key measures that retail banks can use to keep customers’ patronage and spur them into making business referrals is to build trust and deliver pleasurable satisfaction by leveraging customer orientation, expertise and information sharing. Originality/value – As far as could be established, this paper represents the first attempt to simultaneously explore the indirect effects of customer orientation, expertise and information sharing on repurchase intention and willingness to recommend through the constructs of RQ. The paper further demonstrates that the relationships estimated within the model are not moderated by gender and occupation differences.

Repurchase intention in B2C e-commerce—A relationship quality perspective

2011 ◽  
Vol 48 (6) ◽  
pp. 192-200 ◽  
Author(s):  
Yixiang Zhang ◽  
Yulin Fang ◽  
Kwok-Kee Wei ◽  
Elaine Ramsey ◽  
Patrick McCole ◽  
...  
Keyword(s):  
Relationship Quality ◽  
Repurchase Intention

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.

scholarly journals The Impact of Chatbots on the Relationship between Integrated Marketing Communication and Online Purchasing Behavior in The Frontier Market

2021 ◽  
Vol 13 (1) ◽  
pp. 19
Author(s):  
Bui Thanh Khoa
Keyword(s):  
Ease Of Use ◽  
Perceived Usefulness ◽  
Customer Relationship ◽  
Purchase Behavior ◽  
Marketing Communication ◽  
Repurchase Intention ◽  
Integrated Marketing ◽  
Integrated Marketing Communication ◽  
Online Consumers ◽  
The Impact

<p class="Default"><em><em><span>Artificial Intelligence (AI), applied in many fields, is the core of the fourth technological revolution. In business, AI is used for customer relationship management as applied in the autoresponder systems, i.e., chatbot. Chatbots were an essential tool in the marketing relationship as many companies applied this function to their website; hence, this study analyzed the influence of chatbots on the enterprise's integrated marketing communication (IMC) activities, resulting in impulse purchase behavior and repurchase intention behavior. The mixed research method was used, particularly the in-depth interview and the survey with 886 online consumers, who shop from the online websites with chatbots system in Vietnam as Tiki, Lazada, Sendo, excetera. The research results showed that the perceived usefulness and ease of use of chatbots have positively affected the attitude of online consumers to the IMC activities of businesses. Simultaneously, IMC leads to impulse buying as well as the repurchase intention behavior of customers. The study proposed some managerial implications for an online business to enhance the chatbot functions to consumer behaviors in the website.</span></em>  </em></p>

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