SERVICE ATTRIBUTES SATISFACTION AND ACTUAL REPURCHASE BEHAVIOR: THE MEDIATING INFLUENCE OF OVERALL SATISFACTION AND PURCHASE INTENTION

SERVICE ATTRIBUTES SATISFACTION AND ACTUAL REPURCHASE BEHAVIOR: THE MEDIATING INFLUENCE OF OVERALL SATISFACTION AND PURCHASE INTENTION

The study proposes that the effect of service attributes satisfaction on actual repurchase behavior is mediated by overall satisfaction and purchase intention. Data collected through a survey questionnaire were used to test the proposed model. Findings support the mediation hypothesis and show that...

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Veröffentlicht in:Journal of consumer satisfaction, dissatisfaction, and complaining behavior dissatisfaction, and complaining behavior, 2010-01, Vol.23, p.52
1. Verfasser: Akhter, Syed H
Format: Artikel
Sprache:eng
Schlagworte:
Advertising
Behavior
Brand loyalty
Consumer behavior
Consumers
Consumption
Customer satisfaction
Customer services
Demographics
Influence
Marketing
Quality of service
Repurchase
Social psychology
Studies
Word of mouth advertising
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Zusammenfassung:The study proposes that the effect of service attributes satisfaction on actual repurchase behavior is mediated by overall satisfaction and purchase intention. Data collected through a survey questionnaire were used to test the proposed model. Findings support the mediation hypothesis and show that service attributes satisfaction has a positive and significant impact on overall satisfaction; overall satisfaction has a positive and significant impact on purchase intention; and purchase intention has a positive and significant impact on actual repurchase. [PUBLICATION ABSTRACT]
ISSN:0899-8620