• Industrial Engineering and Management Systems
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• v.15 no.2
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• pp.173-180
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• 2016

Nowadays Corporate social responsibility (CSR) has become a critical factor influencing customers' buying intention. The study conducted aims to explore the relationship between customers' perception towards CSR and their repurchase intention. The data was collected by using survey questionnaires from 320 individual customers living in Ho Chi Minh City and processed in SPSS software. The research results showed that among CSR components, economic and charitable responsibilities have a positive impact on Vietnamese customers' repurchase intention at the significance level of 1% and the two other factors at 10%. The findings assume that CSR components have become factors explaining customers' repurchase intention, especially for consumer goods, and firms should enforce their corporate social responsibility to capture customers' repurchase intention and in turn increase their customers' loyalty.

• Journal of the Korean Society of Clothing and Textiles
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• v.30 no.2 s.150
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• pp.245-254
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• 2006

The purposes of this study were to identify the perceived difference of salesman's service and relationship benefit according to types of customers, to explain the effects of salesman's service and relationship benefit on buying satisfaction and repurchase intention, and to reveal the influences of satisfaction with purchase on repurchase. The data were collected from 318 female adults in Gwangju using a questionnaire to salesmen's service, relationship benefits, buying satisfaction, repurchase intention, and were analysed with factor analysis, t-test and regressive analysis with SPSS 10.0. The results of this study were as follows: 1. The regular customers perceived a significantly higher salesmen's services and relationship benefits than irregular customers. 2. In regular customers, 'knowledge of products', 'etiquette' and 'confident benefits' had a significant influence on buying satisfaction. 'Confident benefits' had a significant influence on repurchase intention. Tn irregular customers, 'etiquette', 'easiness' and 'confident benefits' had a significant influence on satisfaction with purchase. 'Knowledge of products', 'easiness' and 'confident benefits' had a significant influence on repurchase intention. 3. Satisfaction with purchase had a significant influence on repurchase intention in both regular/irregular customers.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.1
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• pp.971-983
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• 2021

This study aims to examine the factors that affect customer satisfaction and repurchase intention of online shoppers in Vietnam. We used the anklet method to collect information by sending the online questionnaire to Vietnamese people via social media like Facebook, Zalo, and instructed participants to fill out the survey. This study collected data randomly from 597 Vietnamese individuals who have experienced online shopping. Applying both qualitative and quantitative methods, we investigated the impacts of factors (responsiveness, trust, convenience, delivery, information quality and perceived website usability) on customer satisfaction and repurchase intention. The results revealed that: (1) Information quality, delivery, convenience, and perceived website usability have the most significant impacts on customer satisfaction and intention, (2) Trust moderately affects satisfaction and repurchase intention, (3) Responsiveness has no significant influence on repurchase intention and (4) Control variables, included gender and marital status also impacted satisfaction and repurchase intention because the study found that male customers are more satisfied than female customers and single people tend to repurchase at familiar websites more than the other people. The findings suggested that six mentioned factors have different levels of impacts on customer satisfaction and repurchase intention; moreover, the demographic factors also affect satisfaction and intention to repurchase.

• East Asian Journal of Business Economics (EAJBE)
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• v.6 no.2
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• pp.14-27
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• 2018

Purpose - The purpose of this study is to analyze the effect of 'delivery service quality' of online fresh food shopping malls on 'e-satisfaction' and 'repurchase intention' of online customers. Research design, data, and methodology - To demonstrate the relationship between the delivery service quality of online fresh food shopping mall and the e-customer satisfaction and repurchase intention, the research model was designed with 5 sub-factors (promptness, accuracy, economy, safety, information) based on the contents of previous studies. The data collection is conducted with sampling survey. The participants are customers who have visited, purchased and received their orders within the last 6 months in online fresh food shopping malls. This study analyzed collected data, then confirmed and finalized the hypothesis by using IBM SPSS Statistics 21.0 statistical program. Results - Hypothesis 1: The service quality of online fresh food shopping mall will have a statistically significant effect on online customers' e-customer satisfaction. Hypothesis 2: The service quality of online fresh food shopping mall will affect the repurchase intention of online customers. Hypothesis 3: The e-customer satisfaction of online fresh food shopping mall will have a statistically significant effect on repurchase intention. Among the 5 sub-factors (promptness, accuracy, economy, safety, information) of delivery service quality, three factors such as promptness, accuracy, and safety have stronger influence on e-satisfaction and repurchase intention of online customers. Conclusions - This study has proven the feasibility and viability of the hypotheses that 1) The excellent delivery service quality of an online fresh food shopping mall primarily affects e-customer satisfaction; and that 2) Ecustomer satisfaction will secondarily serve to improve repurchase intention.

• Journal of Distribution Science
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• v.16 no.10
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• pp.47-54
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• 2018

Purpose - The main purpose of the study is to investigate the antecedents of repurchase intention on foreign brand products by Chinese and Indian millennial customers. In addition to this, this study also examines mediating effect of 'CSR' on the relationship between the antecedents and repurchase intention. Research design, data, and methodology - Responses from 202 Chinese university students and 209 Indian university students were finally analyzed. To test the proposed relationships, path analyses, mediation analyses and multi-group analysis were conducted. Results - In China, only brand image had positive effects on repurchase intention. CSR played mediating role between manufacturer's country image and repurchase intention. In India, comparatively, economic factor, manufacturer's country image and brand image had positive effects on repurchase intention. CSR played mediating role between all four antecedents and repurchase intention. Conclusion - This study showed different results of repurchase intentions of Millennial consumers in China and India because cultural and political systems of two countries were so different. So foreign firms should apply customized and differentiated marketing strategies to each country.

• The Korean Journal of Food & Health Convergence
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• v.7 no.2
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• pp.1-10
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• 2021

The purpose of this study is to examine the impact of the service quality of delivery food on customers' emotional response and repurchase intention during the COVID19 pandemic. The proposed research model examined the effect on the service quality, customer sentiment response, and repurchase intention of delivery food. A questionnaire was distributed and measured for 300 consumers who had experience using food delivery services in the last 30 days. The questionnaires from previous researches were revised to fit the purpose of the present study. The survey results were analyzed to verify the reliability and validity of the measured variables. To verify the hypotheses a Structural Equation Modelling (SEM) was used for the study. The results showed that taste, price fairness, and package design positively affected emotional response; moreover, repurchase intention was enhanced by emotional response. This research analyzed the relationships between service qualities of delivery food, emotional response, and repurchase intention when customers consume delivery food during COVID19 in Korea. This study extends the delivery food literature by combining customers' emotional behavior with SEM model. The result suggested competitive strategic plans and development directions of food delivery companies in the rapidly increasing food delivery industry, providing implications for further research.

• The Korean Journal of Franchise Management
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• v.14 no.2
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• pp.1-17
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• 2023

Purpose: Due to the COVID-19 and inflation, participation sports companies, including fitness centers, are facing challenges. Since a fitness center must simultaneously manage facilities and operate services, both factors must be considered when developing a marketing strategy. Therefore, this study examines the effects of expanded marketing mix factors (price, physical evidence, place, people, product, and promotion) including facilities and services on the consumption behavior (satisfaction, recommendation intention, repurchase intention) of fitness center customers. Research design, data, and methodology: The data were collected from sample of 323 fitness club members in Seoul and analyzed with SPSS Win Ver.28.0 program. Result: The specific results of the study were as follows; First, extended marketing mix factors had significant positive (+) effect on satisfaction. Second, extended marketing mix factors had significant positive (+) effect on recommendation intention. Third, extended marketing mix factors had significant positive (+) effect on repurchase intention. Fourth, satisfaction had significant positive (+) effect on recommendation intention and repurchase intention. Conclusions: To encourage consumption behavior, it is necessary to convert existing customers into loyal ones by increasing satisfaction and establishing a virtuous cycle structure that recommends them to others while also improving repurchase intention.

• Journal of Distribution Science
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• v.21 no.12
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• pp.23-34
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• 2023

Purpose: The purpose of this study is to identify factors affecting satisfaction as well as the intention of Gen Z customers to reorder food online in the context of a crisis. Research design, data and methodology: Data for this cross-sectional study were collected via the Internet by conducting an online survey of 652 Gen Z respondents, aged 15-25, in the south of Vietnam and using a convenience sampling method. To analyse the reliability of the scales, SPSS was used to run Cronbach's alpha. Then, SmartPLS was used to assess the measurement model, including variable reliability and validity, convergent validity, and discriminant validity of the proposed model, as well as test the hypotheses with partial least squares structural equation modelling (PLS-SEM). Results: Social influence, price value, and convenience all have a positive effect on satisfaction and repurchase intention. Satisfaction not only plays a critical role in mediating the relationship between social influence, price value, convenience and repurchase intention but also has a positive impact on repurchase intention towards buying food online. Conclusions: This study was successful in identifying the factors of repurchase intention in a crisis setting among Gen Z customers by developing a theoretical research model via literature to complete a brief Theory of Planned Behaviour model. This study also took an innovative approach to earlier ones by demonstrating not just the significant effect of social influence on satisfaction and repurchase intention, but also by identifying critical variables that managers should focus on increasing and improving management.

• Journal of Distribution Science
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• v.11 no.10
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• pp.17-25
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• 2013

Purpose - This study analyzes the effect of customers' perceived service innovativeness of service centers for electronic goods, on repurchase intentions of customers, using behavior intentions of service centers as a mediator variable. In customer management and customer relationship marketing, service centers can be the most representative customer relationship management departments because they are most closely placed at the interface with customers. In addition, this study intends to investigate if continuous relationship with customers during one-time product-selling can affect their repurchase intentions. Specifically, this research aims to investigate if the expansion of the saturated physical market of the manufacturing business, to intangible service markets, can be competitive enough to satisfy customer needs. Research design, data, and methodology - This study targets college students, and especially those who have computers, digital cameras, or cell-phones, and often use electronic products and services. In order to investigate our hypothesis, we analyzed dates through SEM (structural equation modeling) using SPSS for Windows 18.0 and AMOS 18.0. In addition, we measured Cronbach's α coefficient using SPSS for Windows 18.0 in order to measure reliability. Further, using AMOS 18.0, this research statistically measured convergent validity as well as discriminant validity, and examined mediation models and path models in which service innovativeness leads to customers' repurchase intentions of electronic products. Results - As a result, this research shows that customers' perceived service innovativeness of service centers for electronic goods has significant positive influence on customers' behavior intentions of service centers. In addition, service innovativeness of electronic goods' service centers also has significant positive influence on repurchase intentions of customers. Conclusion - This study investigates the effect of customers' positive relation with the innovativeness of electronic service center on their behavior intention and product repurchase. The more concrete, important results of the study are as follows. Through the mediating effect, the findings of the study suggest that customers' behavior intentions of service centers partially mediate the effect of customers'perceived service innovativeness of service centers for electronic goods on customers' repurchase intentions. This research also provides an insight that the importance of service innovativeness and innovative approaches in managing customers should be recognized in the process of repurchase and service roles of manufacturing business as a way for customer management. As a result, the relationship between customer satisfaction and service quality of service centers for the electronic products is very sensitive. Although previous studies focus on certain aspects of the case for enhancing service innovation (Kim, 2012), this research recommends that the service centers need to understand the customers'desire first and try to adapt to achieve customer satisfaction by being innovative. This innovativeness of service centers would make customers visit them consistently, which in the long run, will also influence their repurchase decisions.

• Proceedings of the Korea Database Society Conference
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• 2010.06a
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• pp.203-212
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• 2010

The mam purpose of this study is to find out how perceived risk elements influence to customers' perceived value and repurchase intention in the electronic commerce environment. To achieve the goal, we set 6 sub-dimensions - privacy risk, social risk, time loss risk, economic risk, psychological risk, and performance risk - based on comprehensive consideration of related studies, and established a research model included 2 factors such as perceived value and repurchase intention to measure performance in internet shopping malls. From 174 customers of the electronic commerce shopping malls survey data have been collected and analyzed based on the covariance structural model method. The results of this study are summarized as follows. Firstly, five perceived risk characteristics of privacy risk, time loss risk, economic risk, psychological risk, and performance risk are significantly positive effect on perceived value. Secondly, perceived value IS very significantly related to repurchase intention in electronic commerce shopping malls. Consequently, we discussed the strategies to create perceived value and repurchase intention in electronic commerce environment. Also we suggested the implications and further research directions.