IDEAS home Printed from https://ideas.repec.org/p/gtr/gatrjs/jmmr255.html
   My bibliography  Save this paper

The Effect of Perceived Value and Satisfaction on Repeat Purchase

Author

Listed:
  • Aprihatiningrum Hidayati

    (Sekolah Tinggi Manajemen PPM, Jl. Menteng Raya No. 9-19, 10340, Jakarta, Indonesia Author-2-Name: Ronny Kountur Author-2-Workplace-Name: Sekolah Tinggi Manajemen PPM, Jl. Menteng Raya No. 9-19, 10340, Jakarta, Indonesia Author-3-Name: Vitalijs Ra�cevskis Author-3-Workplace-Name: Sekolah Tinggi Manajemen PPM, Jl. Menteng Raya No. 9-19, 10340, Jakarta, Indonesia Author-4-Name: Author-4-Workplace-Name: Author-5-Name: Author-5-Workplace-Name: Author-6-Name: Author-6-Workplace-Name: Author-7-Name: Author-7-Workplace-Name: Author-8-Name: Author-8-Workplace-Name:)

Abstract

Objective - This study set out to examine the effect of perceived value and satisfaction on repeat purchase. Training service companies are competing by encouraging their managers to increase repeat purchase.Methodology/Technique - Data from a survey of 300 customers of public training are used to scientifically verify the model. Path analysis is used to process the data.Findings - Results show that perceived value and satisfaction have indirect effect on repeat purchase through the mediating role of service quality. Satisfaction and perceived value are important predictors in enhancing service quality, but do not directly affect repeat purchase. Surprisingly, the direct effect on repeat purchases stems from service quality while recent researches suggest satisfaction is the antecedent. The findings suggest that training service companies should exert all efforts to improve service quality through service delivery training for their employees.Novelty - Most of literature considers purchase as an attitudinal (namely purchase intention), while this study focuses on behavioural (namely repeat purchase) that consider to be more actual and impactful for companies' sustainability.Type of Paper - Empirical.

Suggested Citation

  • Aprihatiningrum Hidayati, 2020. "The Effect of Perceived Value and Satisfaction on Repeat Purchase," GATR Journals jmmr255, Global Academy of Training and Research (GATR) Enterprise.
    • Handle: RePEc:gtr:gatrjs:jmmr255
    as

    Download full text from publisher

    File URL: http://gatrenterprise.com/GATRJournals/JMMR/pdf_files/JMMRVol5(4)2020/1.Aprihatiningrum%20Hidayati.pdf
    Download Restriction: http://gatrenterprise.com/GATRJournals/online_submission.html
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Brady, Michael K. & Robertson, Christopher J., 2001. "Searching for a consensus on the antecedent role of service quality and satisfaction: an exploratory cross-national study," Journal of Business Research, Elsevier, vol. 51(1), pages 53-60, January.
    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. Chen, Chun-Chu & Huang, Wei-Jue & Petrick, James F., 2016. "Holiday recovery experiences, tourism satisfaction and life satisfaction – Is there a relationship?," Tourism Management, Elsevier, vol. 53(C), pages 140-147.
    2. G. Tomas M. Hult & Forrest V. Morgeson III & Udit Sharma & Claes Fornell, 2022. "Customer satisfaction and international business: A multidisciplinary review and avenues for research," Journal of International Business Studies, Palgrave Macmillan;Academy of International Business, vol. 53(8), pages 1695-1733, October.
    3. Ehsan Fansuree Surin & Oswald Timothy Edward & Nurul Naziha Zuhir & Adli Khusman Abu & Noor Wahida Ashaari & Hayati Mardhiah Shuib, 2024. "The nature of the relationship between service quality and customer satisfaction among mobile users: Experience from Malaysia," Information Management and Business Review, AMH International, vol. 16(1), pages 195-203.
    4. Ofori Debrah & Nasiru Inusah & Joseph Yaw Dwommor, 2021. "Students' Satisfaction with Accounting Teachers' Lesson Delivery, the Role of Perceived Quality of Lesson Delivery in Ghanaian Senior High Schools," Business and Economic Research, Macrothink Institute, vol. 11(1), pages 109-124, March.
    5. Alden, Dana L. & He, Yi & Chen, Qimei, 2010. "Service recommendations and customer evaluations in the international marketplace: Cultural and situational contingencies," Journal of Business Research, Elsevier, vol. 63(1), pages 38-44, January.
    6. Namin, Aidin, 2017. "Revisiting customers' perception of service quality in fast food restaurants," Journal of Retailing and Consumer Services, Elsevier, vol. 34(C), pages 70-81.
    7. Munawwer Husain, 2015. "The Role of Brand Loyalty: The Case Study of Telekom Malaysia," International Review of Management and Marketing, Econjournals, vol. 5(3), pages 173-179.
    8. Ersin Eskiler & Remzi Altunışık, 2021. "The Moderating Effect of Involvement in the Relationship Between Customer Behavioral Intentions and Its Antecedents," SAGE Open, , vol. 11(2), pages 21582440211, May.
    9. Torres, Anna & Tribó, Josep A., 2011. "Customer satisfaction and brand equity," Journal of Business Research, Elsevier, vol. 64(10), pages 1089-1096, October.
    10. Yingxue Xia & Hong-Youl Ha, 2021. "Does Customer Orientation Matter? Direct and Indirect Effects in a Service Quality-Sustainable Restaurant Satisfaction Framework in China," Sustainability, MDPI, vol. 13(3), pages 1-16, January.
    11. Howat, Gary & Assaker, Guy, 2016. "Outcome quality in participant sport and recreation service quality models: Empirical results from public aquatic centres in Australia," Sport Management Review, Elsevier, vol. 19(5), pages 520-535.
    12. Vadivelu Thusyanthy & Vadivelu Tharanikaran, 2017. "Antecedents and Outcomes of Customer Satisfaction: A Comprehensive Review," International Journal of Business and Management, Canadian Center of Science and Education, vol. 12(4), pages 144-144, March.
    13. Demirci Orel, Fatma & Kara, Ali, 2014. "Supermarket self-checkout service quality, customer satisfaction, and loyalty: Empirical evidence from an emerging market," Journal of Retailing and Consumer Services, Elsevier, vol. 21(2), pages 118-129.
    14. Kung, Shia Ping & Taylor, Peter, 2014. "The use of public sports facilities by the disabled in England," Sport Management Review, Elsevier, vol. 17(1), pages 8-22.
    15. Vinh V Thai, 2016. "The impact of port service quality on customer satisfaction: The case of Singapore," Maritime Economics & Logistics, Palgrave Macmillan;International Association of Maritime Economists (IAME), vol. 18(4), pages 458-475, December.
    16. Bozkurt, Sıddık & Welch, Emma & Gligor, David & Gligor, Nichole & Garg, Vipul & Gopalakrishna Pillai, Kishore, 2023. "Unpacking the experience of individuals engaging in incentivized false (and genuine) positive reviews: The impact on brand satisfaction," Journal of Business Research, Elsevier, vol. 165(C).
    17. Akter, Shahriar & Wamba, Samuel Fosso & D’Ambra, John, 2019. "Enabling a transformative service system by modeling quality dynamics," International Journal of Production Economics, Elsevier, vol. 207(C), pages 210-226.
    18. Nurul Hamiza binti Hamzah & Sahadah Hj. Abdullah*, 2018. "A Conceptual Framework on Cultural Intelligence towards International Students’ Satisfaction in Malaysia IHLs," The Journal of Social Sciences Research, Academic Research Publishing Group, pages 50-57:4.
    19. Hassan Al‐Zubaidi & Dalal Al‐Asousi, 2012. "Service quality assessment in central blood bank: blood donors’ perspective," Journal of Economic and Administrative Sciences, Emerald Group Publishing Limited, vol. 28(1), pages 28-38, January.
    20. Olaleye Banji Rildwan & Lekunze Joseph Nembo & Olorunsola Folasade Funmi, 2024. "Exploring the Link Between Customer Satisfaction, Service Quality, and Perceived Organizational Support: The Mediating Role of Relational Psychological Contract," Studia Universitatis „Vasile Goldis” Arad – Economics Series, Sciendo, vol. 34(3), pages 60-78.

    More about this item

    Keywords

    Path Analysis; Perceived Value; Repeat Purchase; Satisfaction; Service Quality;
    All these keywords.

    JEL classification:

    • M3 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

    NEP fields

    This paper has been announced in the following NEP Reports:

    Statistics

    Access and download statistics

    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:gtr:gatrjs:jmmr255. 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: Prof. Dr. Abd Rahim Mohamad (email available below). General contact details of provider: http://gatrenterprise.com .

    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.