The influence of EWOM characteristics on online repurchase intention

2016 ◽  
Vol 40 (7) ◽  
pp. 1090-1110 ◽  
Author(s):  
Jorge Matute ◽  
Yolanda Polo-Redondo ◽  
Ana Utrillas
Keyword(s):  
Word Of Mouth ◽  
Online Reviews ◽  
Perceived Usefulness ◽  
Integrative Model ◽  
Equation Modeling ◽  
Electronic Word Of Mouth ◽  
Repurchase Intention ◽  
Content Type ◽  
Repurchase Intentions ◽  
Positive Direct

Purpose With the expansion of internet as a tool for exchanging information, companies include in their websites a virtual space to share information among users. The purpose of this paper is to explore the characteristics of consumers’ reviews (electronic word-of-mouth quantity, credibility and quality) as antecedents of customers’ online repurchase intentions. Specially, it proposes a model where trust on an online seller and perceived usefulness of a website mediate the influence of electronic word-of-mouth (EWOM) characteristics on repurchase intentions. Design/methodology/approach Structural equation modeling was employed on a sample of 252 online customers. An online questionnaire was aimed at internet users who had previously made an online purchase and read online reviews received from the vendor’s website. Findings Results show that only EWOM quality has a positive direct effect on consumers’ repurchase intention while quantity has a negative influence. Perceived usefulness mediates the influence of all EWOM characteristics on online repurchase intention. EWOM credibility and quality also indirectly influence repurchase intentions through trust on the online vendor. Practical implications This paper outlines ways to improve managerial implications by developing mobile applications or websites where the reviews have an appropriate volume and quality of information. Moreover, it suggests general advice to present online reviews in a useful manner to users who visit these websites. Originality/value This study is one of the first to propose an integrative model that studies in depth the three main EWOM characteristics and customer responses for understanding their repurchase behavior.

Why travelers use Airbnb again?

2017 ◽  
Vol 29 (9) ◽  
pp. 2464-2482 ◽  
Author(s):  
Zhenxing Mao ◽  
Jiaying Lyu
Keyword(s):  
Structural Equation ◽  
Word Of Mouth ◽  
The Body ◽  
Integrative Model ◽  
Clear Understanding ◽  
Electronic Word Of Mouth ◽  
Repurchase Intention ◽  
Content Type ◽  
Starting Point ◽  
Unique Experience

Purpose The purpose of this study is to examine the psychological factors that motivate travelers to consider reusing Airbnb. Design/methodology/approach This study proposes and tests an integrative model that synthesizes the Theory of Planned Behavior (TPB), Prospect Theory (PT) and other Airbnb-relevant constructs (unique experience expectation, familiarity and electronic word of mouth) as the primary determinants of the Airbnb repurchase intention using an structural equation model (SEM) approach. Findings Both attitude and subject norms are significant determinants of repurchase intention, whereas perceived behavioral control is not. In addition, perceived value and risk have only direct significant impacts on attitude and, in turn, indirectly affect repurchase intention. Unique experience expectation, familiarity and electronic word of mouth exert direct and indirect influences on repurchase intention. Research limitations/implications This study extends the body of knowledge by integrating TPB and PT to investigate consumer repurchase intention in Airbnb, which provides a theoretical baseline and serves as a starting point for exploring the structural relationships of Airbnb and the sharing economy. Practical implications Airbnb should place more emphasis on value packages and authentic/unique travel experience to retain and attract more travelers. More safety/security programs should be put in place and clearly communicated to reduce the perceived risks. In addition, Airbnb may publicize positive word of mouth and introduce and expand familiarity programs to incentivize Airbnb travelers. Originality/value This study explores the psychological reasons why travelers will re-patronize Airbnb, providing insights into the motives of Airbnb travelers. A clear understanding of Airbnb travelers’ repurchase intention will facilitate to develop effective strategies for Airbnb to induce positive repurchase behaviors.

scholarly journals The Importance of eWOM Elements on Online Repurchase Intention: Roles of Trust and Perceived Usefulness

2021 ◽  
Vol 10 (1) ◽  
pp. 55-69
Author(s):  
Raden Bernard Eka Hutomo Putra Maduretno ◽  
Sheellyana Junaedi
Keyword(s):  
Structural Equation ◽  
Negative Influence ◽  
Partial Least Square ◽  
Perceived Usefulness ◽  
Least Square ◽  
Equation Modeling ◽  
Repurchase Intention ◽  
Repurchase Intentions ◽  
Online Vendor ◽  
Positive Direct

The purpose of this research is to determine the effect of online review elements, including electronic Word of Mouth (eWOM) quantity, credibility, and quality, on customer’s online repurchase intention through the mediating roles of online seller trust and perceived usefulness of the website. A partial least square (PLS) based structural equation modeling (SEM) was chosen to evaluate the measurement of research constructs and test the research hypotheses. This research uses data collected through online questionnaires in Yogyakarta, Indonesia. The respondents’ criterion was college students who had read online recommendations before making purchases on Bukalapak.com, an e-commerce platform in Indonesia. The results suggest that the credibility and quality of eWOM have a positive direct effect on consumers’ repurchase intention, while the eWOM quantity has a negative influence on repurchase intentions. The eWOM credibility and quality indirectly influence repurchase intentions through trust in the online vendor. The perceived usefulness of the websiteonly mediates the influence of eWOM quality on online repurchase intention. Limitations and further research were also discussed.

scholarly journals Analisis Gamification Shopee.com Sebagai Media Pemasaran Terhadap EWOM, Positive Emotion, & Repurchase Intention (Pada Aplikasi Shopee.com)

2021 ◽  
Vol 6 (1) ◽  
pp. 15-32
Author(s):  
Hendy Chrisnathaniel ◽  
Sri Hartini ◽  
Sari Puji Rahayu
Keyword(s):  
Structural Equation Modeling ◽  
Structural Equation ◽  
Positive Emotion ◽  
Word Of Mouth ◽  
Statistical Technique ◽  
Equation Modeling ◽  
Electronic Word Of Mouth ◽  
Repurchase Intention ◽  
Repurchase Intentions ◽  
Positive Effect

This study aims to explore the influence of Shopee.com gamification as a marketing media for EWOM, positive emotion, and repurchase intention. Researchers emphasize on Shopee as one of the e-commerce that is first ranked with the number of monthly web visitors, and first ranked on the Appstore and Playstore in Indonesia. This study uses a questionnaire distributed online to 170 respondents, with criteria as the "Y" generation, and has used Shopee and has the experience to use the loyalty games program of the Shopee.com application. The results of this study were further processed and analyzed with the Structural Equation Modeling (SEM) statistical technique with the smartPLS 3.0 program. The results showed that Shopee.com gamification had a positive effect on positive emotion, repurchase intentions, and electronic word of mouth (EWOM). Then positive emotion has a positive effect on repurchase intentions and electronic word of mouth (EWOM).

scholarly journals The role of electronic word-of-mouth in influencing consumer repurchase intention in social commerce

2020 ◽  
Vol 74 ◽  
pp. 03003 ◽  
Author(s):  
George Lăzăroiu ◽  
Gheorghe H. Popescu ◽  
Elvira Nica
Keyword(s):  
Social Media ◽  
Online Survey ◽  
Word Of Mouth ◽  
Online Reviews ◽  
Equation Modeling ◽  
Purchase Decisions ◽  
Electronic Word Of Mouth ◽  
Repurchase Intention ◽  
Social Commerce ◽  
Internet Users

This research investigates the way consumer repurchase intention in social commerce is shaped by electronic word-of-mouth at global scale. Building our argument by drawing on data collected from Deloitte, eMarketer, MarketingCharts, Marketing Insider Group, McKinsey, Mediakix, Nielsen, Smart Insights, and Statista, we performed analyses and made estimates regarding trusted information sources according to consumers, products/services that Internet users have personally recommended to others, channels through which Internet users would like to receive recommendations from others, leading social media marketing tactics among marketers/media agency professionals, sources that have influenced a recent purchase decision, what are retail digital buyers most concerned about when choosing a social e-commerce platform, important information in online reviews that influence purchase decisions according to Internet users, % of respondents who made a purchase influenced by electronic word-of-mouth channels, leading social media trends that will have the biggest effect on their advertising and marketing strategies, Internet users who agree that online reviews have an important influence on purchase decisions (by age), effective content formats for influencer marketing, and factors that influence whether a product is considered at each stage of the consumer decision journey. The data for this research were collected through an online survey questionnaire and were analyzed via structural equation modeling on a sample of 4,200 respondents.

Determinants of continuance intention to use mobile self-scanning applications in retail

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Andreia Ferreira ◽  
Graça Miranda Silva ◽  
Álvaro Lopes Dias
Keyword(s):  
Technology Acceptance ◽  
Direct Effect ◽  
Emerging Market ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Equation Modeling ◽  
Intention To Use ◽  
Continuance Intention ◽  
Content Type ◽  
Positive Direct

PurposeRetailers are increasingly using self-service technologies to improve customer experience and reduce costs. The purpose of this study is to identify factors that could explain the level of continuance intention of mobile self-scanning applications in retail. Based on previous theoretical streams, the present study integrates technology readiness (TR) and service quality into the technology acceptance model.Design/methodology/approachUsing data collected through an online survey of 217 users of a mobile self-scanning application of a large supermarket chain operating in Portugal, the study uses partial least squares structural equation modeling to test the proposed hypotheses.FindingsThe results indicate that the continuance usage of the self-scanning apps is directly driven by users' satisfaction and perceived usefulness. Findings also show that TR has a positive and significant impact on ease of use and perceived usefulness. Ease of use has a positive impact on users' satisfaction and perceived usefulness but has no direct effect on the continuance intention to use the application. Perceived quality has a positive direct effect on satisfaction and a positive indirect effect on continuance intention. Finally, need for interaction has a negative effect on TR.Originality/valueThis work contributes to a better understanding of the emerging market for mobile self-scanning applications in retail applications, particularly relevant in a digital transition context.

Repurchase intentions in Y generation: mediation of trust and e-satisfaction

2020 ◽  
Vol 38 (4) ◽  
pp. 401-415 ◽  
Author(s):  
Shrawan Kumar Trivedi ◽  
Mohit Yadav
Keyword(s):  
Online Survey ◽  
Ease Of Use ◽  
Mediation Effect ◽  
Equation Modeling ◽  
Repurchase Intention ◽  
Content Type ◽  
Repurchase Intentions ◽  
Privacy Concerns ◽  
Gen Y ◽  
The Impact

PurposeResearch on online businesses has focused on the adoption of e-commerce and initial purchase behavior; repurchase intention and its antecedents remain underresearched. The present study develops an empirical model to explore the extent to which trust and e-satisfaction mediate the effect of vendor-specific attributes and customer intention to repurchase from the same online platform.Design/methodology/approachThe proposed model is tested and validated in the context of Generation Y in India. A self-administrated online survey was employed, and the students aged between 20 and 35 at universities in Northern India are selected as subject. The data is analyzed using SPSS 20.0 and AMOS 20.0, where structural equation modeling is used to examine the model and test the hypothesis.FindingsThe results of this study suggest that trust mediates fully between security concerns, privacy concerns, and repurchase intention. E-satisfaction mediates between security and ease of use (EOU).Practical implicationsThis study reveals the fact that security, EOU, and privacy concerns are the critical determinants that have the most impact on consumer's purchasing behavior. Gen Y consumers of India need some strong security features, an easy-to-use interface, a trusted privacy policy. Furthermore, it may be beneficial to observe e-satisfaction and trust as a mediator when identifying potential problems; online satisfaction is essential for the group in this study, and the results show that it impacts on the relation between repurchase intention and some determinant of repurchase intentions.Originality/valueThis research determines the impact of security, privacy concerns, EOU on the online repurchasing behavior of Gen Y in India. The mediation effect of e-satisfaction and trust has also been determined.

Electronic word-of-mouth generation and regulatory focus

2019 ◽  
Vol 32 (1) ◽  
pp. 23-45 ◽  
Author(s):  
Muhammad Sohaib ◽  
Umair Akram ◽  
Peng Hui ◽  
Hassan Rasool ◽  
Zohaib Razzaq ◽  
...  
Keyword(s):  
Regulatory Focus ◽  
Structural Equation ◽  
Online Survey ◽  
Word Of Mouth ◽  
Positive Impact ◽  
Sampling Technique ◽  
Ordinary Least Squares ◽  
Equation Modeling ◽  
Electronic Word Of Mouth ◽  
Content Type

Purpose The purpose of this paper is to investigate the electronic word-of-mouth (eWOM) motivations of regulatory-focused customers with positive and negative consumption experiences. Design/methodology/approach An online survey is conducted in Beijing and Shanghai. A random sampling technique is used to collect data from 854 respondents. Two scenarios of eWOM communication – positive and negative consumption experiences – are randomly assigned to each respondent. This study employs the structural equation modeling and confirmatory factor analysis techniques. However, it uses ordinary least squares and logistic regression to analyze 137 participants in the experimental study. Findings Promotion-focused customers that aim for self-enhancement and obtaining social benefits are motivated to spread positive eWOM on social networking sites. However, prevention-focused customers are driven by vengeance and anxiety, revealing higher intentions to post negative eWOM on review sites. eWOM generation is subject to gender, as promotion-focused male customers spread it more than both prevention-focused and promotion-focused female customers. Moreover, platform assistance (PA) has a significant positive impact upon regulatory-focused customers and eWOM (positive vs negative) relationships. Practical implications This study provides a deeper understanding of motivational factors of eWOM communication. Specifically, in case of product or service failure, negative consumption experiences drive prevention-focused customers to generate negative eWOM. Thus, using various tactics, marketers need to shift customers from focusing on prevention to focusing on promotion. For example, redeemable free coupons can shift customer attention and generate positive eWOM. Originality/value This study provides unique insights about eWOM motivation across genders. It examines regulatory focus, positive vs negative consumption experiences and moderation of PA.

Impact of service quality and trust on repurchase intentions – the case of Pakistan airline industry

2017 ◽  
Vol 29 (5) ◽  
pp. 1136-1159 ◽  
Author(s):  
Muhammad Abid Saleem ◽  
Sadaf Zahra ◽  
Asif Yaseen
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Airline Industry ◽  
Structural Equation ◽  
The Body ◽  
Equation Modeling ◽  
Repurchase Intention ◽  
Data Set ◽  
Content Type ◽  
Repurchase Intentions

Purpose The purpose of this paper is to examine the antecedents of repurchase intentions in the Pakistani airline industry. Though research on repurchase intentions has traditionally focused on service quality and satisfaction, recently scholars have proposed that word of mouth (WOM) and thin Pakistan’s airline industr trust also play a vital role in driving repurchase intentions for all services businesses. Design/methodology/approach The study employs structural equation modeling to examine the hypothesized relationships among antecedents of repurchase intention drawing on a data set of 383 customers listed as “frequent flyer members” within Pakistan’s airline industry. Findings The results revealed that service quality and trust are directly associated with repurchase intentions as well as through the mediator of customer satisfaction. The findings hold important implications for marketers and academics. Originality/value This study makes original contribution to the body of knowledge in the services marketing sector by investigating the effects of service quality and trust through the mediation of customer satisfaction and brand image, and the moderation of WOM factors on predictors of repurchase intention.

Analyzing the influence of electronic word of mouth on visit intention: the mediating role of tourists’ attitude and city image

2016 ◽  
Vol 2 (2) ◽  
pp. 137-148 ◽  
Author(s):  
Shabnam Doosti ◽  
Mohammad Reza Jalilvand ◽  
Ali Asadi ◽  
Javad Khazaei Pool ◽  
Parisa Mehrani Adl
Keyword(s):  
Structural Equation ◽  
Word Of Mouth ◽  
Equation Modeling ◽  
Electronic Word Of Mouth ◽  
City Image ◽  
Content Type ◽  
Mediating Role ◽  
Tourism Management ◽  
City Tourism

Purpose – The purpose of this paper is to investigate how electronic word of mouth (e-WOM), attitude, and city image affect tourists’ intention to visit a tourism city. Design/methodology/approach – Drawing from the tourism management literature, the authors hypothesize and test the relationships among e-WOM, attitude, overall city image, and visit intentions. Structural equation modeling was conducted to test the proposed relationships among the variables. Findings – The empirical results suggested that e-WOM has a positive and significant influence on tourists’ attitude and overall city image. Further, e-WOM, attitude toward city, and overall city image were significant determinants of visit intentions. Originality/value – The paper contributes to understand the relationship between four constructs of e-WOM, attitude, and overall city image and visit intentions, tested in city tourism in the context of a tourism city.

Do corporate sustainable management activities improve customer satisfaction, word of mouth intention and repurchase intention? Empirical evidence from the shipping industry

2017 ◽  
Vol 28 (2) ◽  
pp. 555-570 ◽  
Author(s):  
Youngran Shin ◽  
Vinh Van Thai ◽  
Devinder Grewal ◽  
Yulseong Kim
Keyword(s):  
Customer Satisfaction ◽  
South Korea ◽  
Sustainable Management ◽  
Word Of Mouth ◽  
Service Providers ◽  
Equation Modeling ◽  
Repurchase Intention ◽  
Shipping Industry ◽  
Content Type ◽  
The Impact

Purpose As the concept of corporate sustainable management activities (CSMA) has become an increasingly important element of corporate management, much attention has been paid to its impact on customer relationship. Although there exists many studies concentrating mainly on the environment aspect of CSMA, only a few address the three dimensions of CSMA (environmental, social and economic) and examine their comprehensive impact on relationship marketing. In an attempt to fill this gap, the purpose of this paper is to empirically investigate the influence of CSMA on customer satisfaction (CS), word of mouth intention (WOMI) and repurchase intention (RI). Design/methodology/approach The data come from 214 shipping industry practitioners (shippers, freight forwarders and third party logistics service providers in South Korea). Structural equation modeling (SEM) is employed to test the impact of CSMA on CS, WOMI and RI. Findings Based on a survey conducted in South Korea, the findings indicate that environmental and economic aspects of CSMA play a significant role in enhancing CS and the enhanced CS positively affects WOMI and RI. Research limitations/implications As the field data were obtained from only one industry, future replication of the findings to other industries should consider industry-specific factors, if applicable. Practical implications The results highlight several implications for shipping industry practitioners to consider when establishing the strategy for effective corporate sustainable management to enhance CS. Originality/value This study is one of the first empirical attempts to explore how CSMA affects CS in the shipping industry. In addition, this paper empirically investigates the influence of CS on WOMI and RI.

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