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Satisfaction, Repurchase Intent, and Repurchase Behavior: Investigating the Moderating Effect of Customer Characteristics
Abstract
Despite the claim that satisfaction ratings are linked to repurchase behavior, few attempts can be found that relate satisfaction ratings to actual repurchase behavior. This article fills this void by presenting a conceptual model for relating satisfaction ratings and repurchase behavior. The model is based on the premise that ratings observed in a typical customer satisfaction survey are error-prone measures of the customer's true satisfaction, and they may vary systematically on the basis of consumer characteristics. The authors apply the model to a large-scale study of 100,040 automotive customers. Results show that consumers with different characteristics have different thresholds such that, at the same level of rated satisfaction, repurchase rates are systematically different among different customer groups. The authors also find that the nature and extent of response bias in satisfaction ratings varies by customer characteristics. In one group, the response bias is so high that rated satisfaction is completely uncorrelated to repurchase behavior (r = 0). Furthermore, the authors find that, though nonlinear, the functional form relating rated satisfaction to repurchase intent is different from the one relating it to repurchase behavior. Although the functional form exhibits decreasing returns in the case of repurchase intent, it exhibits monotonically increasing returns in the case of repurchase behavior.
... Aligned with this type of study, there is a line of research aimed at further investigating the psychological mechanisms facilitating the consumer-brand relationship. This involves examining how individual differences, such as psychological traits and behavioral tendencies, influence consumer loyalty (Mittal & Kamakura, 2001). Additionally, it is important to consider the role of contextual factors, such as product type and price range (e.g., mid-to-high-end versus low-end products), and how these variables interact with individual differences to shape consumer decision-making and loyalty behaviors. ...
Brand loyalty is widely recognized as a key driver of consumer behavior, significantly influencing their willingness to pay more for preferred brands. This study explores the relationship between brand loyalty, its components, willingness to pay, consumer personality traits, and product price range. A tailored online survey involving participants aged 18 to 60 revealed a strong positive correlation between brand loyalty and increased willingness to pay. The findings also underscore the influence of Conscientiousness and Energy on brand loyalty, alongside the moderating effect of product price range. Specifically, habit-based loyalty dominates low-priced, routine purchases, while higher-priced decisions involve deeper cognitive-affective evaluations. These insights offer valuable guidance for enhancing customer satisfaction and optimizing brand profitability.
... and each measurement item is adjusted accordingly based on the realworld situation and research needs. For the Repurchasing Behavior Scale (RBS), this study refers to the study by Wen et al. (2011) and also to the study by Mittal and Kamakura (2001). Each measurement item was adjusted according to the real situation and the needs of the study. ...
As a branch of online live broadcasting, the development of game live broadcasting is also getting faster and faster. Based on the theory of affordance-psychological outcome-behavioral (A-P-B), this paper introduces three gamification elements of user activity visibility, user level visibility and purchase effect visibility, and three user-perceived experience values of perceived hedonic value, perceived cognitive value and perceived social value to establish the model. After collecting data through questionnaires, an empirical analysis based on partial least squares structural equation modelling (PLS-SEM) was carried out using SPSS and SmartPLS data analysis methods to explore the influencing factors of viewers’ re-purchase behaviors in game live broadcasting from the perspective of the visibility of gamification elements. The results of this study show that in game live broadcasting, there is a certain influence between the visibility of gamification elements and the perceived value of users, and that the visibility of user activity, the visibility of purchasing effects, and the visibility of user level all have a significant positive effect on the perceived value of the user experience. This study enriches the literature on the business aspects of game live broadcasting and consumer behavior and has a certain significance in guiding live broadcasting business scenarios to improve the re-purchasing behavior of live broadcast viewers.
Urban society with high mobility prefer to visit tourist attractions to enjoy the natural tourist attraction. One of the tourist villages developed enough in Boyolali district is Samiran Tourism Village. This Tourism Village located in Selo, between the slopes of Mount Merapi and Merbabu. This study aims to determine the pattern of community change with the village of Samiran into a tourist village, the level of visitor satisfaction, and village tour manager. This research used survey method to visitor / village tour manager and proportional stratified random sampling technique with sampling of linkage research approach at Samiran tourism village were ask for participation of visitor / village tour manager to assess service organization and to assess service quality between visitor and manager. This study were found that quality of service in Samiran tourist village is given able to increase customer / visitor satisfaction as well as to increase income from society that support the existence of tourist village in sustainable development.
Objective The rapid evolution of e-commerce and the widespread adoption of social media platforms have fundamentally transformed consumer behavior and business strategies worldwide. Among these platforms, Instagram has emerged as a pivotal channel for online shopping, offering businesses a dynamic space to engage with customers and foster long-term relationships. This study seeks to address a critical gap in the literature by presenting a comprehensive model that identifies the key dimensions of social media influencing customer repurchase behavior, with a specific focus on Instagram users. The primary objective is to explore how social media contributes to building trust and encouraging repurchase intentions, which sustains customer retention and enhances business profitability. By examining the interplay of psychological, experiential, and marketing-related factors, this
Purpose
This study aims to investigate the role of information normalization in online healthcare consultation, a typical complex human-to-human communication requiring both effectiveness and efficiency. The globalization and digitization trend calls for high-quality information, and normalization is considered an effective method for improving information quality. Meanwhile, some researchers argued that excessive normalization (standardized answers) may be perceived as impersonal, repetitive, and cold. Thus, it is not appreciated for human-to-human communication, for instance, when patients are anxious about their health condition (e.g. with high-risk disease) in online healthcare consultation. Therefore, the role of information normalization in human communication is worthy to be explored.
Design/methodology/approach
Data were collected from one of the largest online healthcare consultation platforms (Dxy.com). This study expanded the existing information quality model by introducing information normalization as a new dimension. Information normalization was assessed using medical templates, extracted through natural language processing methods such as Bidirectional Encoder Representations from Transformers (BERT) and Latent Dirichlet Allocation (LDA). Patient decision-making behaviors, namely, consultant selection and satisfaction, were chosen to evaluate communication performance.
Findings
The results confirmed the positive impact of information normalization on communication performance. Additionally, a negative moderating effect of disease risk on the relationship between information normalization and patient decision-making was identified. Furthermore, the study demonstrated that information normalization can be enhanced through experiential learning.
Originality/value
These findings highlighted the significance of information normalization in online healthcare communication and extended the existing information quality model. It also facilitated patient decision-making on online healthcare platforms by providing a comprehensive information quality measurement. In addition, the moderating effects indicated the contradiction between informational support and emotional support, enriching the social support theory.
Purpose
This study investigates the moderating effects of consumers’ occupations on their purchase intentions (PIs) for food takeout services using a modified unified theory of acceptance and use of technology model. It evaluates how different occupations influence the relationships between social influence (SI), expectation confirmation (EC), facilitating conditions (FC) and PI.
Design/methodology/approach
The study collected data from individuals in various occupations, including technical/associate professionals, executives/professionals, administrative/service workers and manual/operative workers. The data were analyzed using structural equation modeling, while hierarchical analysis assessed how occupation moderated the relationships between latent variables (SI, EC and FC) and PI.
Findings
Different occupations have a certain moderating effect on the relationships between SI/EC/FC and PI. For the technical and associate professionals and manual and operative occupations, the moderating effect of FC on PI is stronger than that of EC and SI. For executives and professionals and administrative and service occupations, the moderating effect of EC on PI is stronger than that of SI and FC.
Originality/value
This study provides new insights into how occupational differences influence consumer behavior in the context of online food ordering services. The results expand the application of the unified theory of acceptance and use of technology model and the understanding of the influence of occupation on consumer’ behavior.
The purpose of this study was to investigate the impact of artificial intelligence
technology on customer repurchase intention within the flight booking sector.
The study focused on understanding how AI-driven processes such as customer
interaction on social platforms, conversion rate optimization, and satisfying
customer experience mediates the relationship between AI technologies and
repurchase intention. The main purpose of the study was to examine the impact
of artificial intelligence technology on repurchase intention with the mediation
effects of conversion rate optimization, customer interaction on social platform
and satisfying customer experience. A structured questionnaire was used to gather
data from respondents living in the Kathmandu Valley. The study employed a
quantitative research design, and statistical tools such as SPSS and SMART-PLS
were used for data analysis, including confirmatory factor analysis and hypothesis
testing. The results indicated that AI technology significantly influences customer
repurchase intention, with customer interaction, CRO, and satisfying customer
experiences serving as crucial mediating factors. Findings suggest that airlines utilizing AI to enhance customer interaction and satisfaction are more likely to
experience increased customer loyalty and repurchase behavior.
Recommendations include adopting AI tools for personalized marketing
strategies, improving customer experiences, and fostering deeper engagement
through social platforms. This study adds value to both academic literature and13
the airline industry by providing insights into the growing role of AI in shaping
consumer behavior.
Purpose - The major goal of this research work is to assess the Determinants of Customer’s Repurchase Intention of Green pulses with Attitude as mediating role in the Telangana.Design/methodology/approach - To accomplish the work’s goal, combination of qualitative and quantitative research approaches are used in research methodology. After analysing the outcomes of the qualitative research, quantitative research was done, then conducted a survey by distributing questionnaires to 200 respondents who willing to buy organic pulses at stores. This study uses the SEM (Structural Equation Modeling ) Smart PLS software to identify the variables that influence consumers' intention to repurchase organic pulses.Findings – The study's findings demonstrating that the factors like Awareness and Nutritional quality are significantly impacting repurchase intention of organic pulses through Mediating the Attitude. It was determined that the current study was sound empirically.Research limitations – The sample for the study was collected from Telangana and the findings encompassed a wide range of crucial touch points in order to provide comprehensive coverage of the factors affecting Customer’s Repurchase Intention of Organic pulses.
Despite the benefits, branding in agriculture poses
challenges, especially for small-scale farmers and
producers who may lack the resources or expertise to
develop and sustain a brand. This article explores the
impact of branding on agricultural products and provides
insights into how producers can leverage branding
strategies to thrive in the competitive marketplace.
Purpose
This study examines the extent to which brand-level satisfaction scores are related to loyalty metrics, controlling for the double jeopardy effect as well as the demographic profile of the brand’s customer base.
Design/methodology/approach
The study uses data for brands in three UK financial services categories: banks, car/home insurance, and life insurance. Regression analysis is used to examine the relationships between brand size, satisfaction levels, demographic profiles, and loyalty.
Findings
Firstly, the study finds a strong “double jeopardy” association. That is, larger brands have more loyalty, both in terms of behavior and stated preference. Next, brands with higher satisfaction scores tend to have somewhat higher first-preference loyalty, controlling for the double jeopardy effect. There are mixed results in relation to satisfaction’s link to behavioral loyalty. Lastly, aspects of a brand’s demographic profile, particularly in terms of whether it skews towards high-income customers, are associated with somewhat lower loyalty metrics, both behavioral and conative.
Originality/value
The findings represent an original contribution by translating what have been to date principally individual-buyer level associations (between satisfaction, demographics and loyalty) into brand-level relationships that are arguably more relevant to managers who act on this level of reporting.
The results of a large-scale study of adolescent consumer socialization are presented. A general conceptual framework of socialization is outlined to serve as a blueprint for discussing variables and hypotheses in the specific context of consumer socialization. The authors then examine the development of several consumption-related skills as a function of variables derived from sociological and developmental theories of socialization.
Several of the largest marketing research suppliers estimate that 70 to 90% of their clients use purchase intention scales in some form on a regular basis. Though there have been many studies of purchase intention, relatively few researchers have tried to relate purchase intention to actual purchase behavior. Those who have attempted to relate the two often have found substantial variation between stated intention and actual behavior. The authors have collected what they believe is the largest and most comprehensive database on purchase intention and actual purchase behavior for new products yet developed. They use different models in a comparison of predictive accuracy when stated intentions data are adjusted by separate perceptions of products such as willingness to consult others before purchase, affordability, liking, and availability.
Instead of offering products or services alone, increasingly, firms and their partners are offering consumption systems. Consumption systems are offerings characterized by a significant product and service subsystem, as well as a pattern of consumption in which consumption occurs in multiple episodes over time. The authors develop a theoretical model for conceptualizing satisfaction with consumption systems and empirically test it using longitudinal data from 5206 automobile owners. Results show that an intertemporal examination of attribute-level performance, satisfaction, and behavioral intentions can improve an understanding of their relationships because these relationships change as the consumption of the product unfolds. For example, on the basis of their salience, attribute weights in determining satisfaction shift over time. Furthermore, the crossover effect of product and service satisfaction in determining intentions toward the manufacturer and the service provider is asymmetric, and this asymmetry reverses over time. Service satisfaction initially has a much larger impact in determining intentions toward the manufacturer, but later, product satisfaction is more influential in generating intentions toward the service provider and manufacturer. The results show that there is no direct link between satisfaction and behavioral intentions. Rather, satisfaction affects behavioral intentions in the future through a dual-mediation route.
The American Customer Satisfaction Index (ACSI) is a new type of market-based performance measure for firms, industries, economic sectors, and national economies. The authors discuss the nature and purpose of ACSI and explain the theory underlying the ACSI model, the nation-wide survey methodology used to collect the data, and the econometric approach employed to estimate the indices. They also illustrate the use of ACSI in conducting benchmarking studies, both cross-sectionally and over time. The authors find customer satisfaction to be greater for goods than for services and, in turn, greater for services than for government agencies, as well as find cause for concern in the observation that customer satisfaction in the United States is declining, primarily because of decreasing satisfaction with services. The authors estimate the model for the seven major economic sectors for which data are collected. Highlights of the findings include that (1) customization is more important than reliability in determining customer satisfaction, (2) customer expectations play a greater role in sectors in which variance in production and consumption is relatively low, and (3) customer satisfaction is more quality-driven than value- or price-driven. The authors conclude with a discussion of the implications of ACSI for public policymakers, managers, consumers, and marketing in general.
Many companies have been disappointed by a lack of results from their quality efforts. The financial benefits of quality, which had been assumed as a matter of faith in the “religion of quality,” are now being seriously questioned by cost-cutting executives, who cite the highly publicized financial failures of some companies prominent in the quality movement. In this increasingly results-oriented environment, managers must now justify their quality improvement efforts financially. The authors present the “return on quality” approach, which is based on the assumptions that (1) quality is an investment, (2) quality efforts must be financially accountable, (3) it is possible to spend too much on quality, and (4) not all quality expenditures are equally valid. The authors then provide a managerial framework that can be used to guide quality improvement efforts. This framework has several attractive features, including ensured managerial relevance and financial accountability.
A conceptual framework employing the distinction between stimulus-centered and subject-centered scales is presented as a basis for reviewing 80 years of literature on the optimal number of response alternatives for a scale. Concepts and research from information theory and the absolute judgment paradigm of psychophysics are used. The author reviews the major factors influencing the quality of scaled information, points out areas in particular need of additional research, and makes some recommendations for the applied researcher.
The relationship between attribute-level performance, overall satisfaction, and repurchase intentions is of critical importance to managers and generally has been conceptualized as linear and symmetric. The authors investigate the asymmetric and nonlinear nature of the relationship among these constructs. Predictions are developed and tested empirically using survey data from two different contexts: a service (health care, n = 4517) and a product (automobile, n = 9359 and n = 13,759). Results show that (1) negative performance on an attribute has a greater impact on overall satisfaction and repurchase intentions than positive performance has on that same attribute, and (2) overall satisfaction displays diminishing sensitivity to attribute-level performance. Surprisingly, results show that attribute performance has a direct impact on repurchase intentions in addition to its effect through satisfaction.
Many companies have been disappointed by a lack of results from their quality efforts. The financial benefits of quality, which had been assumed as a matter of faith in the ''religion of quality,'' are now being seriously questioned by cost-cutting executives, who cite the highly publicized financial failures of some companies prominent in the quality movement. In this increasingly results-oriented environment, managers must now justify their quality improvement efforts financially. The authors present the ''return on quality'' approach, which is based on the assumptions that (1) quality is an investment, (2) quality efforts must be financially accountable, (3) it is possible to spend too much on quality, and (4) not all quality expenditures are equally valid. The authors then provide a managerial framework that can be used to guide quality improvement efforts. This framework has several attractive features, including ensured managerial relevance and financial accountability.