Does Customer Satisfaction Lead to Customer Trust, Loyalty and Repurchase Intention of Local Store Brands? The Case of Gauteng Province of South Africa

Dubihlela, Job

doi:10.5901/mjss.2014.v5n9p23

Cited by 16 publications

(5 citation statements)

References 52 publications

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“…Hypothesis seven results are not without empirical support. This study validated the significant role of satisfaction in triggering repurchase intent, which is in line with the existing stream of literature in this space (Abdul-Muhmin, 2010;Atulkar & Kesari, 2017;Chinomona & Dubihlela, 2014;Ebrahim et al, 2016;Ibzan et al, 2016;Liao et al, 2017;Pearson et al, 2012). As pointed out by Chopdar & Balakrishnan (2020) as well as Chung et al (2016), satisfaction is a strong determinant of whether shoppers will continue using a mobile shopping application.…”

Section: Discussionsupporting

confidence: 87%

“…Literature further reveals that there is a positive link between shoppers' satisfaction and repurchase intention (Abdul-Muhmin, 2010;Chinomona & Dubihlela, 2014;Ebrahim et al, 2016;Ibzan et al, 2016;Liao et al, 2017;Pearson et al, 2012;Singh, 2017). This is attributed to the fact that satisfied consumers tend to revisit and repurchase from stores where they know they have had a positive experience before, as their recollection of the experience serves as evidence that they are likely to experience a similar situation again (Chopdar & Balakrishnan, 2020;Srivastava & Sharma, 2013;Vijay et al, 2017).…”

Section: The Influence Of Digital Satisfaction On Repurchase Intentionmentioning

confidence: 99%

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Keep customers coming back: Enhancing value and satisfaction in a mobile shopping application context

Fernandes

Barfknecht

2020

Cogent Business & Management

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Mobile shopping applications have become a popular channel to reach the omnipresent consumer of today. However, the market space has become highly competitive and as a consequence, cultivating repurchase behavior has become pivotal to retain market share and boost sustainability. While the literature regarding initial purchase via a mobile shopping application is well developed, knowledge of how to foster repurchase behavior in this context is still scarce. In order to address the gap in extant literature, this research drew on the perceived value theory as well as technology acceptance and continued usage literature to conceptualize how repurchase intentions can be elicited. An online survey was administered to a total of 245 consumers who had previously shopped via a mobile shopping application, using a non-probability convenience sampling approach. Partial least squares structural equation modelling was used to test cause-effect relationships in the model. The results verify the importance of primarily designing an entertaining and easy-to-use mobile shopping experience, followed by integrating atmospherics of trust and informative content. The amalgamation of these atmospherics lead to a value-infused end-user experience, enhancing user satisfaction. Lastly, the findings confirm that the satisfaction derived from the use of Catherine Barfknecht ABOUT THE AUTHORS Naquita Achadinha Fernandes is a lecturer in the Department of Business Management at the University of the Free State in Bloemfontein, South Africa. With eight years of marketing and e-commerce teaching experience at undergraduate and post-graduate levels, she has developed a passion for business and businessrelated education. She is currently busy with her PhD in the field of consumer behaviour and digital marketing. Her work has appeared in the Behaviour & Information Technology Journal as well as in various papers presented at conferences such as ANZMAC, SAIMS and ICED.Catherine Barfknecht was awarded with the Department of Business Management's prize of "Best Post-Graduate Research Study" in 2018, under the supervision of Naquita Achadinha Fernandes. Since then, she has been working on research articles in the field of mobile shopping applications, while managing her teaching career in China.

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Section: Discussionsupporting

confidence: 87%

Section: The Influence Of Digital Satisfaction On Repurchase Intentionmentioning

confidence: 99%

Keep customers coming back: Enhancing value and satisfaction in a mobile shopping application context

Fernandes

Barfknecht

2020

Cogent Business & Management

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“…Maintaining relationships with customers needs to be applied in a company because a harmonious relationship in the long term will be profitable for the company and achieve customer satisfaction. Customer satisfaction, according to (Chinomona & Dubihlela, 2014;Tohara et al, 2020;Uma, 2015), is defined as the result of expectations for perceived quality, the extent to which the perceived service performance meets customer expectations or fails to meet previous expectations.…”

Section: Customer Relationship Management and Customer Satisfactionmentioning

confidence: 99%

The Influence of Customer Relationship Management and Customer Experience on Customer Satisfaction

Suharto

Yuliansyah

2023

integr. j. of. bus. and. econ.

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This research attempts to examine how customer relationship management and customer experience influence customer satisfaction in Lampung Province retail complexes. Data was taken using non-random sampling method with purposive sampling technique and used to meet the number of samples as many as 135 respondents. Validity, reliability, construct reliability, and variance extraction were used to evaluate the quality of the data. Prior to data analysis, the Liliefors normal requirements, homogeneity, linearity, and significance of regression were examined. Structural Equation Modeling is a structural equation used to analyze the model. The research findings are that there is a direct positive effect of customer relationship management on customer experience, customer relationships have a direct positive effect on customer satisfaction, and customer experience has a direct positive effect on customer satisfaction

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“…A high level of trust in a brand will generate favorable attitudes [34]. Previous studies have shown that brand trust is one of the most important Antecedents of consumer loyalty and repurchase intention [35]. Studies have shown that once members feel trusted by the community, they are more inclined to show positive behaviors towards the community brand and other community members [36].…”

Section: Online Brand Community Trust and Customer Loyaltymentioning

confidence: 99%

The Influence of Online Brand Community Identity and Trust on Sustainable Customer Loyalty

Zhang¹,

Li²

2022

IJSDP

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Based on Social Identity Theory and Trust Theory, this paper discusses the impact of online brand community identity and trust on customer engagement, as well as the impact of customer engagement on customer loyalty. The results show that the two community factors have a significant impact on customer engagement, and customer engagement has a positive correlation with customer loyalty. These results reflect that online brand community identity and trust have positive impact on customer engagement, which increases the motivation of customers to participate in community activities, when customers obtain greater satisfaction and perceived benefits from community activities, the satisfaction and perceived benefits can be transformed into customers' sustainable stickiness and loyalty to the brands. In addition, customer engagement plays a partial intermediary role between online brand community identity, trust and customer loyalty. The results of this study are helpful to improve the management of online brand community, provide companies with ideas to improve business model, innovation, and bring new experience and value to companies and customers.

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Does Customer Satisfaction Lead to Customer Trust, Loyalty and Repurchase Intention of Local Store Brands? The Case of Gauteng Province of South Africa

Abstract: Notwithstanding the increasing researches on consumer behaviour

Cited by 16 publications

References 52 publications

Keep customers coming back: Enhancing value and satisfaction in a mobile shopping application context

Keep customers coming back: Enhancing value and satisfaction in a mobile shopping application context

The Influence of Customer Relationship Management and Customer Experience on Customer Satisfaction

The Influence of Online Brand Community Identity and Trust on Sustainable Customer Loyalty

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