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The Relationship between Customers’ Switching Cost and Repurchase Intention: The Moderating Role of Satisfaction  [PDF]
Shueh-Chin Ting
Journal of Service Science and Management (JSSM) , 2014, DOI: 10.4236/jssm.2014.74028

Past researches suggest that switching cost could retain customers and increase their repurchase intention; however, this study does not completely agree with this statement. By treating customers’ satisfaction as the moderating variable, this study attempts to identify the relationship between switching cost and customers’ repurchase intention. The research subjects of this study were consumers of mobile phone communication service in Taiwan; the customer satisfaction was divided into high, medium and low degrees. The results indicated that upon different degrees of customer satisfaction, there are different relationships between switching cost and customers’ repurchase intention. Specifically, with high or low customer satisfaction, there is no significant relationship between switching cost and customers’ repurchase intention. Only with medium customer satisfaction, there is a significant and positive relationship between switching cost and customers’ repurchase intention. Therefore, the enterprises should take care that customer satisfaction can not be too low; otherwise, only relying on switching cost, they will not be able to keep the customers.

The Effects of Shopping Orientations, Online Trust and Prior Online Purchase Experience toward Customers’ Online Purchase Intention  [cached]
Kwek Choon Ling,Lau Teck Chai,Tan Hoi Piew
International Business Research , 2010, DOI: 10.5539/ibr.v3n3p63
Abstract: The advancement of the World Wide Web has resulted in the creation of a new form of retail transactions- electronic retailing (e-tailing) or web-shopping. Thus, customers’ involvements in online purchasing have become an important trend. As such, it is vital to identify the determinants of the customer online purchase intention. The aim of this research is to evaluate the impacts of shopping orientations, online trust and prior online purchase experience to the customer online purchase intention. A total of 242 undergraduate information technology students from a private university in Malaysia participated in this research. The findings revealed that impulse purchase intention, quality orientation, brand orientation, online trust and prior online purchase experience were positively related to the customer online purchase intention.
Factors that Influence Customers’ Buying Intention on Shopping Online
Yulihasri Eri,Md. Aminul Islam,Ku Amir Ku Daud
International Journal of Marketing Studies , 2011, DOI: 10.5539/ijms.v3n1p128
Abstract: On-line commerce through Internet is gaining attention from students today. The aim of this research is to study the factors influencing student’s buying intention through internet shopping in an institution of higher learning in Malaysia. Several factors such as usefulness, ease of use, compatibility, privacy, security, normative-beliefs and attitude that influence student’s buying intention were analyzed. Respondents who were selected are studying in a public institution of higher learning in Penang, Malaysia. Based on theory of reasoned action (TRA), the technology acceptance model (TAM) concluded that there are two salient beliefs which are ease of use and usefulness. This theory has been applied on the study to adopt technology user different and has been emerged as a model in investigation to increase predictive power. Such theory was used in this study to explain students’ buying intention on-line. Besides the ease of use and usefulness, others factors such as: compatibility, privacy, security, normative beliefs and self-efficacy are utilized at this TAM. The results support seven hypotheses from nine. Compatibility, usefulness, ease of use and security has been found to be important predictors toward attitude in on-line shopping.
Factors Influencing Consumers’ Online Repurchasing Behavior: A Review and Research Agenda  [PDF]
Huaiqin Li, Jinhwan Hong
iBusiness (IB) , 2013, DOI: 10.4236/ib.2013.54020

With the rapid development of E-commerce activities, it is of critical importance to identify the determinants of repurchase intention to both researchers and practitioners. This research attempts to explain the relationship between online shopping businesses and customers by testing the model incorporating the mechanisms of perceived value, satisfaction, and consumers’ repurchase intention.

Research on fuzzy reasoning of brand repurchase intention based on the online reviews

戚方丽, 崔雪莲, 那日萨
QI Fang-li
, CUI Xue-lian, ZHAO Narisa

- , 2015, DOI: 10.6040/j.issn.1671-9352.3.2014.154
Abstract: 摘要: 以计划行为理论为基础,从品牌态度、品牌声誉和感知价格三个维度,建立了消费者品牌再购意向模糊推理模型:构建了针对化妆品的评价词语料库和消费者品牌再购意向模糊推理规则库,通过对网络消费者在线评论中评价词的提取和语义分析,进行消费者品牌态度、感知价格、品牌声誉的计算和消费者再购意向的模糊推理:结合消费者的消费总额,构建“品牌再购意向-消费总额”消费者分类矩阵。以聚美优品网站的3款面膜为例进行品牌再购意向的实例计算,结果验证了所提方法的合理性和可行性。
Abstract: Based on the theory of planned behavior(TPB), a fuzzy reasoning model of brand repurchase intention was established from three dimensions: brand attitude, brand reputation and perceived value: then the valuation word corpus and brand repurchase intention fuzzy reasoning rules for cosmetic brands were constructed. By extracting valuation words from the consumer online reviews and making semantic analysis, brand attitude, brand reputation and perceived value were computed, and brand repurchase intention was also obtained. Combining with the total consumption, the customer classification matrix “brand repurchase intention-total consumption” was constructed. Finally, an experimental study with the case of 3 types of facial mask on the Jumei site was done and the reasonable conclusion verified the validity of the method
Comparative study on online purchasing intention between latent customers and experienced customers

JI Shu-xian,ZHAO Bo,

计算机应用研究 , 2010,
Abstract: Perceived risk and lack of trust are the two major factors that hold online purchasing back. This paper developed the research framework based on the technology acceptance model (TAM). Introduced perceived risk and trust into TAM. It divided online customers into two groups: latent customers and experienced customers. Employed structural equation modeling to compar the empirical factors that influence different groups. The result shows that perceived usefulness has the most significant effect on the online purchasing intention in all groups, perceived risk has negative effect on the purchasing intention, trust has significant positive effect on the purchasing intention toward the latent samples while has no significant effect toward the experienced samples.
Empirical Research on the Relations between Online Shopping Customer Perceived Service Quality and Customer Repurchase Intention

- , 2016,
Abstract: 构建快递企业形象、快递服务时效性、快递服务柔性、快递人员专业性和快递失误及时补救性等五个维度及影响路径分析,对原有的SERVQUAL量表的指标进行了测量并予以修正。研究发现,在顾客形成对电子商务企业做出再次购买意愿的快递服务维度中,快递企业服务的时效性及快递企业失误及时补救性的影响更强;顾客信任在影响顾客再次购买意愿的过程中起到部分的中介作用。
This paper constructs a mode of five dimensions including timeliness of the express delivery service, flexibility of the express delivery service, professionalism and timely mistake remedies, and its influencing path to research express delivery companies. The research puts forward that the timeliness and timely mistake remedies have stronger effects on e-commerce customers' recognition of the express service than other factors, which also have stronger effects on the customer repurchase intention, and customer trust plays an intermediary role in influencing customer repurchase intention.
Factors That Affect Consumers’ Trust and Continuous Adoption of Online Financial Services  [cached]
Shih-Ming Pi,Hsiu-Li Liao,Hui-Min Chen
International Journal of Business and Management , 2012, DOI: 10.5539/ijbm.v7n9p108
Abstract: Trust is relatively influential factor of customer behavior in online financial services. The purpose of this study is to propose a framework of intention to continuously adopt online financial services. To test the model, partial least squares is employed to analyze data collected from 126 respondents in Taiwan. The research findings showed that: 1. website trust influences on the intention to continuous adoption of online financial services; 2. cognitive trust of online customers influences on affective trust; 3. factors of transaction security, website and company awareness, prior Internet experience, and navigation functions directly influence on cognitive trust of online customers, and; 4. transaction security is the only factor that influences on affective trust of online customers. This research provides a theoretical foundation for academics and also practical guidelines for service providers in dealing with the trust aspects of online financial service.
Türk Bankac l k Sekt ründe Hizmet Kalitesinin Mü teri Tatmini ve Tekrar Sat n Alma Niyeti üzerine Etkisi: Yap sal E itlik Modeli ile Bir nceleme = The Impact of Service Quality on Customer Satisfaction and Repurchase Intention in the Turkish Banking Sector: an Analysis Using Structural Equation Modeling  [cached]
Hasan BüLBüL,Murat AKIN,?mür DEM?RER,?. Can DO?AN
Dogus University Journal , 2012,
Abstract: The aim of this paper is two-fold: firstly, to assess customers’ expectations and perceptions towards the quality of services provided by private banks in Turkey and, secondly, to investigate the relationships between service quality, satisfaction, and repurchase intention for bank customers through a structural equation model. Data were collected by face to face interviews with 500 customers of a private bank listed in world’s most valuable 100 banking brands using the SERVQUAL method. Results revealed that customers’ perceptions of service quality fell short of their expectations, with the responsiveness dimension having the largest gap and the tangibles dimension having the smallest gap. Moreover, although the service quality did not have a direct effect on customer repurchase intention, it did have an indirect influence on customer repurchase intention via customer satisfaction. Results confirmed the mediator effect of customer satisfaction.
Customers Satisfaction on Online Shopping in Malaysia  [cached]
Hasina Mumtaz,Md. Aminul Islam,Ku Halim Ku Ariffin,Anayet Karim
International Journal of Business and Management , 2011, DOI: 10.5539/ijbm.v6n10p162
Abstract: This research attempted to find out the factors that are affecting customers’ intention and satisfaction to shop online. To shop on Internet becomes an alternative for consumers since it is more comfortable than conventional shopping which usually attributed with anxious, crowded, traffic jam, limited time, parking space and etc. Internet in Malaysia is still considered as a new medium toll between the retailers and the consumers, and also retaining customers on e-retail is the most issue that is faced any e-retail store. To increase the understanding in this area, the following questions need correct answers. Are Malaysians ready to embrace Internet shopping? In addition, this study intends to know the reasons, why Malaysian customers accept or refuse internet shopping application? And what are dominant predictors that influence the customers’ intention to shop on internet in Perlis, Malaysia? This research adopted survey by questionnaire approach. Questionnaires will be distributed among general public including student at the university to gauge their intention to shop online. Findings of this research will provide a yardstick to customer satisfaction and online shopping based on various issues such as advertisement, brand, shopping experience, time, trust etc.
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