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The mediating influence of service failure explanation on customer repurchase intention through customers satisfaction

Arun Kumar Tarofder, Seyed Rajab Nikhashemi, S.M. Ferdous Azam, Prashantini Selvantharan, Ahasanul Haque
2016 International Journal of Quality and Service Sciences  
H1: There is significant negative effect of excuse on customer satisfaction and repurchase intention in the process of service recovery.  ...  H2: There is significant positive effect of justification on customer satisfaction and repurchase intention in the process of service recovery.  ...  Satisfaction I am satisfied with the ISP's explanation of the failure. 7 point Likert Scale I believe the ISP's response to my complaint was satisfactory.  ... 
doi:10.1108/ijqss-04-2015-0044 fatcat:qwh27pwqovelvklpfx7u7retcu

The Role of Communication Justice and Assertive Communication in B2C Marketplace Post Recovery Satisfaction

Prijono Tjiptoherijanto, Universitas Indonesia, Kampus Depok, Jawa Barat, Indonesia
2021 International journal of social science and human research  
However, assertive communication did not influence the post-recovery satisfaction. This research also proved that post-recovery satisfaction has a positive effect on online repurchase intention.  ...  The rapid growth of e-commerce, unfortunately, has not been supported by the improved services. Customers complaints have not been handled properly, due to the lack of non face-to-face communication.  ...  the recovery of online services, satisfaction with recovery actions has a strong effect on repurchase intentions.  ... 
doi:10.47191/ijsshr/v4-i6-18 fatcat:4tivm44rdfg2jffy2j4zntoqyy

Relationship between service recovery, customer satisfaction and customer loyalty: Empirical evidence from e-retailing

Anh Chi Phan, Ha Thu Nguyen, Thoa Xuan Thi Pham
2021 Uncertain Supply Chain Management  
This paper presents the results of an empirical study on the relationship between service recovery quality, customer satisfaction and loyalty in Vietnam's e-retailing.  ...  E-retailers in developing economies should consider service recovery process as the opportunity to gain customers' purchase intentions.  ...  -Service recovery had a positive impact on satisfaction; -Satisfaction mediated the relationship from recovery and outcome quality to behavioural intentions.  ... 
doi:10.5267/j.uscm.2020.12.007 fatcat:mgbbx7r2mfa57eyhimb5m3fsme

Development and validation of an instrument to measure online retailing ethics

Gomaa Agag, Ahmed El-masry, Nawaf Sulaiman Alharbi, Ahmed Ahmed Almamy
2016 Internet Research  
The results also showed that the BPSE has strong predictive capability in relation to online customer satisfaction and repurchase intention.  ...  Abstract Purpose -The purpose of this paper is to identify the dimensions of e-retailing ethics from the consumers' perspective and to develop a reliable and valid measurement instrument.  ...  The second key contribution of the present study stems from the analysis of the effects of e-retailing ethics on customer satisfaction and repurchases intention.  ... 
doi:10.1108/intr-09-2015-0272 fatcat:m3x66n5a6ngbvkm2ic3iup4hqi

Reparation for Service Failure Through Service Recovery: An Assessment of Consumer Behaviour in an Online Shopping Context

Muhammad Mazhar, Muhammad Amir Nadeem, Haider Ali Abbasi, Umaima Tariq, Amin Jan, Rao Abdul Hannan Jaffar
2022 Business Management and Strategy  
To examine this, the current study aims to analyse the relationship between service failure and its downstream effect on the future customer behavioural intentions (i.e., customers' switching and repurchase  ...  Furthermore, it is observed that due to cultural influences, the effect of service recovery on repurchase intention is less significant as compared to switching intention, which shows that in a specific  ...  Good service recovery actions provide a complete sequence of the impact of service recovery on customers after getting recoverythe level of satisfaction, behavioural intention, word-of-mouth, and repurchase  ... 
doi:10.5296/bms.v13i1.19521 fatcat:ychgrs2to5fh7pbo5apeucj56e

Structural Equation Modeling of E-Service Recovery Satisfaction and Customer Retention in the Airline Industry in Malaysia

Rafah Al-Jader
2015 International Journal of Marketing Studies  
This study aims to investigate the effect of three customer determinants (accumulative trust, customer perception of feedback and digital commitment) on customer retention, focusing on the role of e-service  ...  The findings confirmed that e-service recovery satisfaction has a mediating influence on the relationships between accumulative trust and digital commitment and customer retention.  ...  This theory provides the support and basis for designing this study's hypotheses, which aim to clarify the effects of e-service recovery satisfaction on consumer behaviour.  ... 
doi:10.5539/ijms.v7n4p105 fatcat:kbk4rqpkuzbgrpqui2yyrtfxpy

Development of conceptual framework for internet banking customer satisfaction index

Mugdha Y. Keskar, Neeraj Pandey, Avadhut Arun Patwardhan
2020 International Journal of Electronic Banking  
This paper attempts to review the various CSI models and build a conceptual framework for internet banking customer satisfaction index (IBCSI).  ...  The American customer satisfaction index (ACSI) was one of early customer satisfaction scale launched in the early 1990s.  ...  It was proved that behavioural intentions (word-of-mouth publicity and repurchase intentions) were influenced by customer satisfaction.  ... 
doi:10.1504/ijebank.2020.105417 fatcat:3wwidmxs35hhnpswwevubfrutq

A Study of the Effect of Service Recovery on Customer Loyalty Based On Marketing Word Of Mouth in Tourism Industry

Chih-Hung PAI, Kuo-Min KO, Troy SANTOS
2019 Revista de Cercetare si Interventie Sociala  
The effects of harm directions and service recovery strategies on customer forgiveness and negative word-of-mouth intentions. Journal of Retailing and Consumer Services, 27, 103-112.  ...  The impact of service quality and sport-team identification on the repurchase intention. Journal of Contemporary Management Issues, 21(1), 19-46.  ...  Satisfi ed customers would enhance the repurchase intention; when timely and properly handling service failure, the satisfaction and repurchase intention after the recovery would be obviously enhanced  ... 
doi:10.33788/rcis.64.6 fatcat:yxizln66erh2tpyozopth3ybla

An empirical analysis of the retention of dissatisfied business services customers using structural equation modelling

Venkata Yanamandram, Lesley White
2010 Australasian Marketing Journal  
The study builds on the Investment Model by including justice components, and examines the effects of different types of antecedents on calculative commitment that have previously not been examined.  ...  The findings also indicate that dependence, interpersonal relationships and specific types of switching costs influence customers' calculative commitment, and the latter influences intentions to repurchase  ...  Effects on satisfaction with complaint handling Service failures comprise instances of conflict situations and the justice theory explains customers' reactions to conflict situations (Goodwin and Ross  ... 
doi:10.1016/j.ausmj.2010.07.005 fatcat:ojlzmackwfarvgid5o6jsrfbnm

E-commerce Ethics and Its Impact on Buyer Repurchase Intentions and Loyalty: An Empirical Study of Small and Medium Egyptian Businesses

Gomaa Agag
2017 Journal of Business Ethics  
Therefore, the purpose of this paper is to develop and empirically test a framework that explains the impact of SMEs B2B e-commerce ethics on buyer repurchase intentions and loyalty.  ...  , non-deception, fulfilment/reliability, service recovery, shared value, and communication) and strongly predictive of online buyer repurchase intentions and loyalty.  ...  service recovery) and repurchase intention.  ... 
doi:10.1007/s10551-017-3452-3 fatcat:o6ttn2gnlzazzhsfqroznc7eke

Literature review on complaints management

Merlin Stone
2011 Journal of Database Marketing & Customer Strategy Management  
Some suppliers track the effect of quality of service recovery on consumer satisfaction and loyalty, generally through market research tracking studies.  ...  Perceived procedural justice mediated the effect of recovery voice on overall satisfaction.  ... 
doi:10.1057/dbm.2011.16 fatcat:7ix7dch3bjad3a7irwlzqcjywy

An Empirical Examination of Customer Retention in Mobile Telecommunication Services in Australia

Hassan Shakil Bhatti, Ahmad Abareshi, Siddhi Pittayachawan
2016 Proceedings of the 13th International Joint Conference on e-Business and Telecommunications  
Factors such as behavioural intention which leads to customer intention to repurchase the service are measured through the Unified Theory of Acceptance and Use of Technology (UTAUT2), Marketing Mix Theory  ...  The service quality has an impact on customer satisfaction and retention.  ...  The second one is emphasized on intention of customer to repurchase the service in future from service provider.  ... 
doi:10.5220/0005951900720077 dblp:conf/icete/BhattiAP16 fatcat:3julhf2sgvb4bbp2ccqwregi34

Critical review of the e-loyalty literature: a purchase-centred framework

Aikaterini C. Valvi, Konstantinos C. Fragkos
2012 Electronic Commerce Research  
(J Marketing. 1996;60(2):31-46) and Oliver (1997; Satisfaction: a behavioral perspective on the consumer. New York: McGraw Hill).  ...  The tremendous development of the Internet for both marketing and e-commerce settings, in conjunction with the growing desire of consumers to purchase online, has promoted two main outcomes: (a) increasing  ...  [101] E-commerce/ Marketing To examine the effects of service quality and satisfaction on three consumer behavioural intentions (word- of-mouth, site revisit, purchase intentions) in the  ... 
doi:10.1007/s10660-012-9097-5 fatcat:h7dvaevd45gpnbzusruj5opacy

Complaint Handling and Shoppers' Response Outcomes: An Investigation in the Context of Online Retail

Garima Gupta, Swati Aggarwal
2019 Review of Professional Management- A Journal of New Delhi Institute of Management  
In all, due attention to the areas of improvement identified in the present work will help the online retail firms in designing more effective complaint handling systems to address consumers' negative  ...  It is in this backdrop, the present study examines the complaint handling by service providers and the resultant post-complaint satisfaction as the basis for developing loyalty and relationship behavior  ...  The process of resolving complaints effectively subsequently drives consumers' attitude and behaviour.  ... 
doi:10.20968/rpm/2018/vl6/i2/141020 fatcat:345fybw3fretppqpotwvefepl4

The effect of recovery satisfaction on citizens loyalty perception: a case study of mobile government services

Ibrahim Almarashdeh
2020 International Journal of Electrical and Computer Engineering (IJECE)  
Hence, in this study, a survey on 743 adults was carried out, and the data were analyzed using SEM to determine the factors that impact users' recovery satisfaction the most and the impact of recovery  ...  The finding of this study illustrated that expect of self-efficacy, all factors proposed in the research model found to has a significant impact on recovery satisfaction.  ...  ACKNOWLEDGEMENTS I would like to express my sincere thanks to all the participants in this study whom provides a critical comment about using the mobile government.  ... 
doi:10.11591/ijece.v10i4.pp4279-4295 fatcat:ao2pvup6dbeifixlm2iyk64zne
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