• Title/Summary/Keyword: Repurchasing intention

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Mediating Roles of General-Satisfaction Trust and Commitment on Word of Mouth and Repurchasing Intention of Relationship-oriented Customers (관계지향적 고객의 구전 및 재구매의도에 대한 전반적 만족과 신뢰 및 몰입의 매개적 역할에 관한 연구)

  • 최낙환;나광진;이진렬
    • Asia Marketing Journal
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    • v.2 no.4
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    • pp.13-35
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    • 2000
  • 기존의 관계마케팅에 대한 연구에 있어서 소비자 만족과 같은 고객의 평가에 대한 경험적 연구들이 많이 진행되어 왔지만 기업에 대한 소비자들의 관계성이 강하고 약한 다양성을 구분하지 못하고, 대부분의 연구들이 상대적으로 단기적이거나 약한 관계에 대한 실증연구의 결과들을 제시하고 있기 때문에 상대적으로 관계지향성이 높은 고객에 대한 연구가 필요하다. 따라서 본 연구는 거래적 교환관계에서부터 관계지향적 교환관계까지의 연속적 고객관계선상에서 비교적 관계지향성이 높은 고객과의 관계구축을 구전의도와 재구매의도에 영향을 미치는 요인의 관점에서 살펴보고자 하였다. 먼저 관계마케팅에서 핵심적인 구성요소인 요인별 만족과 전반적 만족 그리고 몰입과 신뢰 개념을 검토하고, 이들 구성요소들간의 관계를 파악한 후, 재구매의도에 대한 몰입과 신뢰의 효과를 검토하였다. 본 연구에서는 기업과 5년이상 장기적인 관계를 유지하고 있는 심야전력고객을 대상으로 하여 실증연구를 실시하였는데, 분석 결과 전반적 만족은 요인별 만족과 구전의도에 매개적 역할을 하는 것으로 나타났으며, 관계적 교환관계에 있어서 요인별 만족과 재구매의도는 신뢰와 몰입수준에 의해 매개되는 것으로 나타났다. 또한 요인별 만족이 신뢰와 몰입에 미치는 영향도 다르게 나타났는데, 심야요금제도와 서비스맨에 대한 만족이 몰입에 영향을 미치며, 제품요인과 대리점 요인에 대한 만족이 신뢰에 영향을 미치는 것으로 나타났다.

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Key Factors Affecting Customer's Repurchase Intention in the Context of Sharing Economy Platform: Focused on Airbnb (공유 경제 플랫폼 고객들의 재구매 의도에 영향을 미치는 요인들: Airbnb 사례를 중심으로)

  • Park, Daeyeong;Yoon, Jiyoung;Jeong, Yunji;Kim, Byoungsoo
    • Journal of Digital Convergence
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    • v.18 no.12
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    • pp.231-242
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    • 2020
  • Due to fierce market competition and COVID-19, it becomes increasingly important for sharing economic platform companies to develop a long-term relationship with customers. In this regard, this study explores the mechanism of customer's repurchase decision making in the context of Airbnb. This study posits customer satisfaction and brand image as the key factors in forming customer's repurchase intention toward Airbnb. It also investigates the effects of price fairness, authentic experience, enjoyment, Airbnb trust and host trust on customer's repurchase intention. This study validated the research hypothesis with 154 customers using Airbnb. The analysis results showed that both customer satisfaction and brand image have a significant impact on repurchase intention and explain 62.0% of its variance. Enjoyment, true experience, and Airbnb trust had significant effects on customer satisfaction, while price fairness and host trust had no significant impact on it. The results revealed that price fairness, authentic experience, enjoyment, and Airbnb trust are significantly associated with brand image, while host trust is not significantly related to it. The results of this study are expected to provide academic and practical implications by enhancing the understanding of customer's repurchasing decision in the context of sharing economic platform.

Mediating Effect of Ease of Use and Customer Satisfaction in the Relationship between Mobile Shopping Mall of Service Quality and Repurchase Intention of University Student consumer (모바일쇼핑몰 서비스품질과 대학생 고객의 재구매의도 관계에서 사용용이성과 고객만족도의 매개효과)

  • Kim, Sun-A;Park, Ji-Eun;Park, Song-Choon
    • Management & Information Systems Review
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    • v.38 no.1
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    • pp.201-223
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    • 2019
  • The purpose of this study is to verify empirically the causal relationship between service quality, ease of use, customer satisfaction, and repurchase intention of mobile shopping mall. And this study is to investigate the ease of use and customer satisfaction mediating effect of between service quality and repurchase intention. Therefore, 323 university students in Jeonnam area were surveyed and the structural equation model was derived based on previous research. Service quality of mobile shopping mall make a significant effect on using easiness, purchasing satisfaction and repurchase intention. However, among service quality of mobile shopping mall, service scape like mobile interface and site design made a positive effect on purchasing satisfaction, but did not any effect on repurchase intention. In other words, service quality factors that make positive effects on customer's pleasant using and repurchase intention make a positive effect on repurchase intention when providing and using the service customer wants faithfully rather than external part of the site and mutually influencing attitude or behavior well. The implications suggested by this study are as follows. First, service quality of mobile shopping mall makes a significant effect on repurchase intention, so it's necessary to improve CS service system so as to treat customers' inquiries or inconveniences actively during mobile shopping and return and refund of defective products quickly and conveniently. And, in addition to the finally used factors in analysis process, benefits using customers' grade by number of purchases, such as various events, coupons, reserve, etc. and active contents marketing strategies providing more various pleasures and values of shopping are necessary. Second, satisfaction of mobile shopping mall makes a positive effect on repurchase intention, so visiting of site and repurchasing of product are continuously done as customers' satisfaction on shopping mall is increasing. Therefore, shopping mall site requires differentiation of contents, exact plan and practice of service, marketing, etc. so that customers can feel more satisfaction. This study is significant as it systematically analyzed concepts of components that service quality of mobile shopping mall makes an effect on using easiness, purchasing satisfaction, and repurchase intention, verified the relations, systematized it by theoretical structure, and widened the understanding of effects making an effect on repurchase intention.

The Effect of CSR Activity on Customer's Behavioral Intention in Insurance Industry (보험산업에서의 기업의 사회적책임(CSR) 활동이 고객행동의도에 미치는 영향에 관한 연구)

  • Hong, SoonRan;Bae, JeongHo;Park, HyeonSuk
    • Journal of Service Research and Studies
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    • v.10 no.1
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    • pp.33-53
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    • 2020
  • The purpose of this study is to empirically examine the causal relationship of CSR activities, customer trust and CCID, customer behavior intention(B.I) in the relationship between CSR activities and customer behavior intention(B.I) in the insurance industry, thereby enable top management of insurance company to take it in their consideration that CSR activity help link to customer behavioral intention by customer trust in them and CCID. To achieve the purpose of the study, the hypothesis was established based on preceding research and theoretical background regarding CSR, trust, CCID, behavioral intention(B.I). And this study conducted AMOS statistical analysis based on effective 526 survey data collected from insurance customers across country through online research company. The result of this empirical study is as follows. First, insurance company's CSR activity has a positive impact on customer's trust and CCID, but it did not have a direct significant effect on the customer's behavioral intention(B.I). Second, both customer's trust and CCID have a positive and significant effect on customer's behavioral intention. Third, we have also found that both Trust and CCID played a mediating role between CSR activity and B,I. Fourth, it was found that authenticity did not moderate the enfluence relationship between CSR activity and Trust, CCID. The result of this study shows that insurance company's active CSR activity increase customer trust, thereby create a sense of unity between the customer and the company, In addition, it shows that when CSR activities are mediated by customer trust and CCID, it could lead to customer behavioral intention(B.I) such as repurchasing and positive word-of-mouth activities. to others. The result of this study will contribute to the future research on CSR literature and the marketing strategy of insurance companies.

Quality Evaluation of Take-out Services at Restaurants in Chungbuk Province (충청북도지역 외식업체의 테이크아웃서비스 품질특성 분석)

  • Lee, Young-Eun
    • Journal of the Korean Society of Food Science and Nutrition
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    • v.37 no.7
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    • pp.942-952
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    • 2008
  • The purpose of this research was to evaluate the quality of take-out services at restaurants in Chungbuk Province. A questionnaire survey by 450 customers who had experience in take-out service at the restaurants was conducted and 378 completed questionnaires were available for statistical evaluation. Statistical analyses were made of raw data by SAS V8.2. The scale for analyzing the importance and performance of the service quality was composed of 5-point Likert scales. The main results of this study are as follow: The quality attributes of take-out service were rearranged into four factors in terms of food, sanitation, access and service. The importance score was higher than performance score. IPA showed that 'freshness of food material', 'cleanliness and hygiene in food', 'sanitation of facilities', 'neatness of employees' and 'price in food' was included in 'focus here' area. There was significantly positive correlation between factors such as food, sanitation, access, service and overall customer satisfaction (p<.001); between factors and repurchasing intentions (p<.001); and between customer satisfaction and repurchasing intentions (p<.001). According to multiple regression analysis, 26.27% of the variance in respondents' overall satisfaction score and 9.21% of the variance in respondents' repurchasing intention score could be explained by factors such as food, sanitation, access and service.

Factors Influencing the Consumer Attitude toward Product Purchasing Related to Chinese Personal Internet Broadcasting Wang Hong (인터넷 개인 방송 왕홍을 통한 제품 구매와 관련된 중국 소비자 태도에 영향을 미치는 요인)

  • Zhang, Yining;Park, Hyun Jung
    • The Journal of the Korea Contents Association
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    • v.18 no.10
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    • pp.1-10
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    • 2018
  • This study investigates Chinese consumers who have recently purchased products through internet personal broadcasting of Wang Hong and explores how factors related to Wang Hong, broadcasting contents, and products affect purchasing satisfaction of consumers. The present study also examines whether this satisfaction affects the consumer loyalty to the shopping through the Wang Hong in the future. The results indicated that consumers' perception of the informational level rather than entertainment level of broadcasting contents had significant effects on the product satisfaction. The perceived uniqueness and credibility of Wang Hong were found to have positive impacts. In terms of products, the more consumers perceived the product to fit their images or values, and the higher the fit between the images of Wang Hong and the endorsed product, the higher the satisfaction with the product. Product satisfaction increased the customer loyalty, including the intention of repurchasing products endorsed by the Wang Hong.

Improvements of Local Government Shopping Mall (지방자치단체 농산물 쇼핑몰 운영 개선 방안 연구)

  • Lim, Gyuhong
    • The Journal of the Korea Contents Association
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    • v.14 no.10
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    • pp.279-286
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    • 2014
  • In this study, the local government proposes to improve agricultural products of the mall. Based on precedent studies, the variables that influence Customer Satisfaction are defined as; Product Quality, Delivery, Price. The result of study model verification is as below. Product Quality, Delivery and Price have positive influence on Customer Satisfaction. Price and Customer Satisfaction have positive influence on Repurchasing intention. Agricultural products through e-commerce transactions is increasing. But, the decreasing sales of professional Mall. Agricultural products have a variety of distribution channels. Because of the distribution system in a variety of price differences. People think that the most important factor is the price. Improvement is as follows. (1) To offer accurate product information, (2) Continuous content maintenance, (3) Conducted a variety of events, (4) To provide consumers with various benefits, (5) Offer a variety of product configurations, (6) Select the appropriate sales methods, (7) Provide ease of search.

Brand Equity and Purchase Intention in Fashion Products: A Cross-Cultural Study in Asia and Europe (상표자산과 구매의도와의 관계에 관한 국제비교연구 - 아시아와 유럽의 의류시장을 중심으로 -)

  • Kim, Kyung-Hoon;Ko, Eun-Ju;Graham, Hooley;Lee, Nick;Lee, Dong-Hae;Jung, Hong-Seob;Jeon, Byung-Joo;Moon, Hak-Il
    • Journal of Global Scholars of Marketing Science
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    • v.18 no.4
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    • pp.245-276
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    • 2008
  • Brand equity is one of the most important concepts in business practice as well as in academic research. Successful brands can allow marketers to gain competitive advantage (Lassar et al.,1995), including the opportunity for successful extensions, resilience against competitors' promotional pressures, and the ability to create barriers to competitive entry (Farquhar, 1989). Branding plays a special role in service firms because strong brands increase trust in intangible products (Berry, 2000), enabling customers to better visualize and understand them. They reduce customers' perceived monetary, social, and safety risks in buying services, which are obstacles to evaluating a service correctly before purchase. Also, a high level of brand equity increases consumer satisfaction, repurchasing intent, and degree of loyalty. Brand equity can be considered as a mixture that includes both financial assets and relationships. Actually, brand equity can be viewed as the value added to the product (Keller, 1993), or the perceived value of the product in consumers' minds. Mahajan et al. (1990) claim that customer-based brand equity can be measured by the level of consumers' perceptions. Several researchers discuss brand equity based on two dimensions: consumer perception and consumer behavior. Aaker (1991) suggests measuring brand equity through price premium, loyalty, perceived quality, and brand associations. Viewing brand equity as the consumer's behavior toward a brand, Keller (1993) proposes similar dimensions: brand awareness and brand knowledge. Thus, past studies tend to identify brand equity as a multidimensional construct consisted of brand loyalty, brand awareness, brand knowledge, customer satisfaction, perceived equity, brand associations, and other proprietary assets (Aaker, 1991, 1996; Blackston, 1995; Cobb-Walgren et al., 1995; Na, 1995). Other studies tend to regard brand equity and other brand assets, such as brand knowledge, brand awareness, brand image, brand loyalty, perceived quality, and so on, as independent but related constructs (Keller, 1993; Kirmani and Zeithaml, 1993). Walters(1978) defined information search as, "A psychological or physical action a consumer takes in order to acquire information about a product or store." But, each consumer has different methods for informationsearch. There are two methods of information search, internal and external search. Internal search is, "Search of information already saved in the memory of the individual consumer"(Engel, Blackwell, 1982) which is, "memory of a previous purchase experience or information from a previous search."(Beales, Mazis, Salop, and Staelin, 1981). External search is "A completely voluntary decision made in order to obtain new information"(Engel & Blackwell, 1982) which is, "Actions of a consumer to acquire necessary information by such methods as intentionally exposing oneself to advertisements, taking to friends or family or visiting a store."(Beales, Mazis, Salop, and Staelin, 1981). There are many sources for consumers' information search including advertisement sources such as the internet, radio, television, newspapers and magazines, information supplied by businesses such as sales people, packaging and in-store information, consumer sources such as family, friends and colleagues, and mass media sources such as consumer protection agencies, government agencies and mass media sources. Understanding consumers' purchasing behavior is a key factor of a firm to attract and retain customers and improving the firm's prospects for survival and growth, and enhancing shareholder's value. Therefore, marketers should understand consumer as individual and market segment. One theory of consumer behavior supports the belief that individuals are rational. Individuals think and move through stages when making a purchase decision. This means that rational thinkers have led to the identification of a consumer buying decision process. This decision process with its different levels of involvement and influencing factors has been widely accepted and is fundamental to the understanding purchase intention represent to what consumers think they will buy. Brand equity is not only companies but also very important asset more than product itself. This paper studies brand equity model and influencing factors including information process such as information searching and information resources in the fashion market in Asia and Europe. Information searching and information resources are influencing brand knowledge that influences consumers purchase decision. Nine research hypotheses are drawn to test the relationships among antecedents of brand equity and purchase intention and relationships among brand knowledge, brand value, brand attitude, and brand loyalty. H1. Information searching influences brand knowledge positively. H2. Information sources influence brand knowledge positively. H3. Brand knowledge influences brand attitude. H4. Brand knowledge influences brand value. H5. Brand attitude influences brand loyalty. H6. Brand attitude influences brand value. H7. Brand loyalty influences purchase intention. H8. Brand value influence purchase intention. H9. There will be the same research model in Asia and Europe. We performed structural equation model analysis in order to test hypotheses suggested in this study. The model fitting index of the research model in Asia was $X^2$=195.19(p=0.0), NFI=0.90, NNFI=0.87, CFI=0.90, GFI=0.90, RMR=0.083, AGFI=0.85, which means the model fitting of the model is good enough. In Europe, it was $X^2$=133.25(p=0.0), NFI=0.81, NNFI=0.85, CFI=0.89, GFI=0.90, RMR=0.073, AGFI=0.85, which means the model fitting of the model is good enough. From the test results, hypotheses were accepted. All of these hypotheses except one are supported. In Europe, information search is not an antecedent of brand knowledge. This means that sales of global fashion brands like jeans in Europe are not expanding as rapidly as in Asian markets such as China, Japan, and South Korea. Young consumers in European countries are not more brand and fashion conscious than their counter partners in Asia. The results have theoretical, practical meaning and contributions. In the fashion jeans industry, relatively few studies examining the viability of cross-national brand equity has been studied. This study provides insight on building global brand equity and suggests information process elements like information search and information resources are working differently in Asia and Europe for fashion jean market.

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