IDEAS home Printed from https://ideas.repec.org/a/rbs/ijbrss/v10y2021i3p24-35.html
   My bibliography  Save this article

Investigating the impact of product-related and service quality attributes on re-purchase intention:Role of customer characteristics and customer satisfaction

Author

Listed:
  • Farhan Mirza

    (The Melliuem University and College, Queenberry Campus Gujranwala)

  • Sohail Younus

    (Lecturer, University of the Punjab, Jhelum Campus, Pakistan)

  • Nabeel Waheed

    (University of Sargodha, Gujranwala, Pakistan)

  • Adnan Javaid

    (University of Sargodha, Gujranwala, Pakistan)

Abstract

Pakistan is experiencing an enormous increase in the acceptance of western apparel shopping among people. To bind this opportunity, it is necessary to understand ensure the repurchase intention among customers. Hence this research article explored the impact of Service and Product related attributes on Re-purchase Intention: Role of customer characteristics and customer satisfaction in an apparel shopping context. The importance of product attributes and service attributes to the result of repurchase intention has been well documented. In the past, scarce studies will be done to check this relationship. The theoretical repurchase model was developed and tested using SEM on experiential data of 350 apparel brand customers. In Pakistan's scenario, the study's significance is that the clothing industry is becoming more frequent and increasingly focused on developing brands. Simultaneously, the Pakistan textile and clothing brands industry became more and more developed and strongly influenced the international market worldwide. The current research finding will enable marketers to realize the value of product and service attributes and depict the different factors of customer characteristics and customer satisfaction impact on repurchase intention for ensuring continuity among old customers. Furthermore, the current research will make a valuable addition to increasing repurchase intention literature for marketers. Key Words: Repurchase Intention, Product Related Attribute, Service-Related Attribute, Customer characteristics, Customer Satisfaction

Suggested Citation

  • Farhan Mirza & Sohail Younus & Nabeel Waheed & Adnan Javaid, 2021. "Investigating the impact of product-related and service quality attributes on re-purchase intention:Role of customer characteristics and customer satisfaction," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 10(3), pages 24-35, April.
    • Handle: RePEc:rbs:ijbrss:v:10:y:2021:i:3:p:24-35
    DOI: 10.20525/ijrbs.v10i3.1107
    as

    Download full text from publisher

    File URL: https://www.ssbfnet.com/ojs/index.php/ijrbs/article/view/1107/831
    Download Restriction: no
    File URL: https://doi.org/10.20525/ijrbs.v10i3.1107
    Download Restriction: no
    File URL: https://libkey.io/10.20525/ijrbs.v10i3.1107?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Enju Ko & Mi-Ah Lee & Min Young Lee & Michel Phan & Kyung Hoon Kim & Yoo Kyung Hwang & Leslie Davis Burns, 2011. "Product Attributes' Effects on Perceived values and Repurchase Intention in Korea, USA and France," Post-Print hal-02312946, HAL.
    2. Sarfraz Ashraf & Rashid Ilyas & Majid Imtiaz & Sajjad Ahmad, 2018. "Impact of Service Quality, Corporate Image and Perceived Value on Brand Loyalty with Presence and Absence of Customer Satisfaction: A Study of four Service Sectors of Pakistan," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 8(2), pages 452-474, February.
    3. Wong, Amy & Dean, Alison, 2009. "Enhancing value for Chinese shoppers: The contribution of store and customer characteristics," Journal of Retailing and Consumer Services, Elsevier, vol. 16(2), pages 123-134.
    4. Srinivasan, Narasimhan & Ratchford, Brian T, 1991. "An Empirical Test of a Model of External Search for Automobiles," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 18(2), pages 233-242, September.
    5. Yoon, Mahn Hee & Suh, Jaebeom, 2003. "Organizational citizenship behaviors and service quality as external effectiveness of contact employees," Journal of Business Research, Elsevier, vol. 56(8), pages 597-611, August.
    6. Prabha Ramseook-Munhurrun & Perunjodi Naidoo & Soolakshna Desai Lukea-Bhiwajee, 2010. "Measuring Service Quality: Perceptions Of Employees," Global Journal of Business Research, The Institute for Business and Finance Research, vol. 4(1), pages 47-58.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Mortimer, Gary & Fazal-e-Hasan, Syed Muhammad & Strebel, Judi, 2021. "Examining the consequences of customer-oriented deviance in retail," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
    2. Bartschat, Maria & Cziehso, Gerrit & Hennig-Thurau, Thorsten, 2022. "Searching for word of mouth in the digital age: Determinants of consumers’ uses of face-to-face information, internet opinion sites, and social media," Journal of Business Research, Elsevier, vol. 141(C), pages 393-409.
    3. Inwon Kang & Deokhee Cheon & Matthew Shin, 2011. "Advertising strategy for outbound travel services," Service Business, Springer;Pan-Pacific Business Association, vol. 5(4), pages 361-380, December.
    4. Li, Jun (Justin) & Kim, Woo Gon & Zhao, Xinyuan (Roy), 2017. "Multilevel model of management support and casino employee turnover intention," Tourism Management, Elsevier, vol. 59(C), pages 193-204.
    5. Rim Lassoued & Jill E. Hobbs & Eric T. Micheels & David Di Zhang, 2015. "Consumer Trust in Chicken Brands: A Structural Equation Model," Canadian Journal of Agricultural Economics/Revue canadienne d'agroeconomie, Canadian Agricultural Economics Society/Societe canadienne d'agroeconomie, vol. 63(4), pages 621-647, December.
    6. Yuan, Chun Lin & Kim, Juran & Kim, Sang Jin, 2016. "Parasocial relationship effects on customer equity in the social media context," Journal of Business Research, Elsevier, vol. 69(9), pages 3795-3803.
    7. Lee, Hanjoon & Herr, Paul M. & Kardes, Frank R. & Kim, Chankon, 1999. "Motivated Search: Effects of Choice Accountability, Issue Involvement, and Prior Knowledge on Information Acquisition and Use," Journal of Business Research, Elsevier, vol. 45(1), pages 75-88, May.
    8. Blazevic, Vera & Wiertz, Caroline & Cotte, June & de Ruyter, Ko & Keeling, Debbie Isobel, 2014. "GOSIP in Cyberspace: Conceptualization and Scale Development for General Online Social Interaction Propensity," Journal of Interactive Marketing, Elsevier, vol. 28(2), pages 87-100.
    9. Weiqing Li & Qianyi Dan & Maomao Chi & Weijun Wang, 2021. "Influence of Price Level and Perceived Price Dispersion on Consumer Information Search Behaviour: Moderating Effect of Durables and Consumables," Sustainability, MDPI, vol. 13(4), pages 1-13, February.
    10. Florian Diekmann & Cäzilia Loibl & Marvin T. Batte, 2009. "The Economics of Agricultural Information: Factors Affecting Commercial Farmers’ Information Strategies in Ohio," Review of Agricultural Economics, Agricultural and Applied Economics Association, vol. 31(4), pages 853-872.
    11. Priyanko Guchait & Xinyuan Zhao & Juan Madera & Nan Hua & Fevzi Okumus, 2018. "Can error management culture increase work engagement in hotels? The moderating role of gender," Service Business, Springer;Pan-Pacific Business Association, vol. 12(4), pages 757-778, December.
    12. Hesping, Frank Henrik & Schiele, Holger, 2016. "Matching tactical sourcing levers with the Kraljič matrix: Empirical evidence on purchasing portfolios," International Journal of Production Economics, Elsevier, vol. 177(C), pages 101-117.
    13. Gaurav Khatwani & Gopal Das, 2016. "Evaluating combination of individual pre-purchase internet information channels using hybrid fuzzy MCDM technique: demographics as moderators," International Journal of Indian Culture and Business Management, Inderscience Enterprises Ltd, vol. 12(1), pages 28-49.
    14. Miston Mapuranga & Eugine Tafadzwa Maziriri & Tarisai Fritz Rukuni & Thobekani Lose, 2021. "Employee Organisational Commitment and the Mediating Role of Work Locus of Control and Employee Job Satisfaction: The Perspective of SME Workers," JRFM, MDPI, vol. 14(7), pages 1-19, July.
    15. Jérôme Boutang & Michel de Lara, 2016. "Risk Marketing," Working Papers hal-01353821, HAL.
    16. Jian Zhong & Wing Lam & Ziguang Chen, 2011. "Relationship between leader–member exchange and organizational citizenship behaviors: Examining the moderating role of empowerment," Asia Pacific Journal of Management, Springer, vol. 28(3), pages 609-626, September.
    17. Shun Yin Lam & Mark Vandenbosch & John Hulland & Michael Pearce, 2001. "Evaluating Promotions in Shopping Environments: Decomposing Sales Response into Attraction, Conversion, and Spending Effects," Marketing Science, INFORMS, vol. 20(2), pages 194-215, March.
    18. Jacobs, Mark A. & Yu, Wantao & Chavez, Roberto, 2016. "The effect of internal communication and employee satisfaction on supply chain integration," International Journal of Production Economics, Elsevier, vol. 171(P1), pages 60-70.
    19. Konuş, Umut & Neslin, Scott A. & Verhoef, Peter C., 2014. "The effect of search channel elimination on purchase incidence, order size and channel choice," International Journal of Research in Marketing, Elsevier, vol. 31(1), pages 49-64.
    20. Wirawan Dony Dahana & HeeJae Shin & Sotaro Katsumata, 2018. "Influence of individual characteristics on whether and how much consumers engage in showrooming behavior," Electronic Commerce Research, Springer, vol. 18(4), pages 665-692, December.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:rbs:ijbrss:v:10:y:2021:i:3:p:24-35. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Umit Hacioglu (email available below). General contact details of provider: https://edirc.repec.org/data/ssbffea.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.