The Role of Customer Satisfaction in Mediating the Influence of Product Quality, Service Quality, and Brand Image on Repurchase Intention
Abstract
Nowadays, the trend of cosmetic usage is not only significant for women, but men have also become a substantial segment of the cosmetic market. “Along with this, maintaining consumer loyalty has become a major challenge for many companies. Previous studies have examined the factors influencing repurchase intention, but there has been no research on the role of consumer satisfaction in mediating the influence of these factors. Empirical data were gathered using questionnaires provided to 168 respondents and analyzed using the Structural Equation Modeling (SEM) approach with SmartPLS. The findings of this study demonstrate that consumer satisfaction can strengthen the connection between product quality, service quality, and brand image and their influence on repurchase intention. These findings are expected to provide valuable contributions to cosmetic industry players in formulating effective strategies to enhance customer satisfaction and promote purchase loyalty.” This study is also anticipated to serve as a valuable resource for future researchers who aim to explore and analyze the various factors that impact consumers' intention to make repeat purchases within the cosmetics industry.
References
Ajzen, I. (2020). The theory of planned behavior: Frequently asked questions. Human Behavior and Emerging Technologies, 2(4), 314–324. https://doi.org/10.1002/hbe2.195
Antwi, S. (2021). I just like this e-Retailer: Understanding online consumers repurchase intention from relationship quality perspective. Journal of Retailing and Consumer Services, 61. https://doi.org/10.1016/j.jretconser.2021.102568
Artelt, A., & Gregoriades, A. (2024). Supporting organizational decisions on How to improve customer repurchase using multi-instance counterfactual explanations. Decision Support Systems, 182. https://doi.org/10.1016/j.dss.2024.114249
Chatzoglou, P., Chatzoudes, D., Savvidou, A., Fotiadis, T., & Delias, P. (2022). Factors affecting repurchase intentions in retail shopping: An empirical study. Heliyon, 8(9). https://doi.org/10.1016/j.heliyon.2022.e10619
Chen, H., Chen, H., & Tian, X. (2022). The dual-process model of product information and habit in influencing consumers’ purchase intention: The role of live streaming features. Electronic Commerce Research and Applications, 53. https://doi.org/10.1016/j.elerap.2022.101150
De Canio, F., & Martinelli, E. (2021). EU quality label vs organic food products: A multigroup structural equation modeling to assess consumers’ intention to buy in light of sustainable motives. Food Research International, 139. https://doi.org/10.1016/j.foodres.2020.109846
Dlamini, S., Mvula, W., & Donga, G. (2024). The effect of mobile marketing antecedents on the purchase intention of staple products: A case of the bottom of the pyramid (BoP) market segment in Khayelitsha, South Africa. Heliyon, 10(11). https://doi.org/10.1016/j.heliyon.2024.e32066
Do, Q. H., Kim, T. Y., & Wang, X. (2023). Effects of logistics service quality and price fairness on customer repurchase intention: The moderating role of cross-border e-commerce experiences. Journal of Retailing and Consumer Services, 70. https://doi.org/10.1016/j.jretconser.2022.103165
Dogra, N., Adil, M., Sadiq, M., Dash, G., & Paul, J. (2023). Unraveling customer repurchase intention in OFDL context: An investigation using a hybrid technique of SEM and fsQCA. Journal of Retailing and Consumer Services, 72. https://doi.org/10.1016/j.jretconser.2023.103281
Hasan, S. (2021). Assessment of electric vehicle repurchase intention: A survey-based study on the Norwegian EV market. Transportation Research Interdisciplinary Perspectives, 11. https://doi.org/10.1016/j.trip.2021.100439
Hsu, C. L. (2023). Enhancing brand love, customer engagement, brand experience, and repurchase intention: Focusing on the role of gamification in mobile apps. Decision Support Systems, 174. https://doi.org/10.1016/j.dss.2023.114020
Hui-Wen Chuah, S., Sujanto, R. Y., Sulistiawan, J., & Cheng-Xi Aw, E. (2022). What is holding customers back? Assessing the moderating roles of personal and social norms on CSR’S routes to Airbnb repurchase intention in the COVID-19 era. Journal of Hospitality and Tourism Management, 50, 67–82. https://doi.org/10.1016/j.jhtm.2021.12.007
Istanbulluoglu, D., & Sakman, E. (2024). Successful complaint handling on social media predicts increased repurchase intention: The roles of trust in company and propensity to trust. European Management Journal, 42(1), 11–22. https://doi.org/10.1016/j.emj.2022.06.004
Jain, N. K., Gajjar, H., & Shah, B. J. (2021). Electronic logistics service quality and repurchase intention in e-tailing: Catalytic role of shopping satisfaction, payment options, gender and returning experience. Journal of Retailing and Consumer Services, 59. https://doi.org/10.1016/j.jretconser.2020.102360
Kim, L., Maijan, P., Jindabot, T., & Yeo, S. F. (2024). How country of origin, perceived quality, and trust influence intention to purchase sars covid medications. Social Sciences and Humanities Open, 10. https://doi.org/10.1016/j.ssaho.2024.101116
Law, C. C. H., Zhang, Y., & Gow, J. (2022). Airline service quality, customer satisfaction, and repurchase Intention: Laotian air passengers’ perspective. Case Studies on Transport Policy, 10(2), 741–750. https://doi.org/10.1016/j.cstp.2022.02.002
Lu, B., Yan, L., & Chen, Z. (2022). Perceived values, platform attachment and repurchase intention in on-demand service platforms: A cognition-affection-conation perspective. Journal of Retailing and Consumer Services, 67. https://doi.org/10.1016/j.jretconser.2022.103024
Nazir, S., Khadim, S., Ali Asadullah, M., & Syed, N. (2023). Exploring the influence of artificial intelligence technology on consumer repurchase intention: The mediation and moderation approach. Technology in Society, 72. https://doi.org/10.1016/j.techsoc.2022.102190
Qiang, K., Chen, S., Xu, Z., & Wu, W. (2024). Framework for E-commerce Warehouse Site Selection Evaluation: The Impact of Consumer Repurchase Intention. Electronic Commerce Research and Applications, 67. https://doi.org/10.1016/j.elerap.2024.101442
Rahman, M. M. (2013). Sample size determination for survey research and non-probability sampling techniques: A review and set of recommendations. Journal of Entrepreneurship, Business and Economics, 11(1), 42–62. www.scientificia.com
Rosillo-Díaz, E., Muñoz-Rosas, J. F., & Blanco-Encomienda, F. J. (2024). Impact of heuristic–systematic cues on the purchase intention of the electronic commerce consumer through the perception of product quality. Journal of Retailing and Consumer Services, 81. https://doi.org/10.1016/j.jretconser.2024.103980
Sahranavard, S. A., Oney, E., & Aghaei, I. (2024). Consumer’s e-lifestyle and repurchase intention in online food ordering services: Exploring the role of e-WOM and habit. Technological Forecasting and Social Change, 208. https://doi.org/10.1016/j.techfore.2024.123647
Sehgal, N., Jham, V., & Malhotra, G. (2023). Does green brand anthropomorphism influence repurchase intention? Understanding the impact of brand warmth, psychological ownership, and self-brand congruity. Journal of Retailing and Consumer Services, 75. https://doi.org/10.1016/j.jretconser.2023.103546
Sharma, P., Srivastava, A., Sharma, V., Singh, N., & Nijjer, S. (2024). Understanding consumer repurchase intentions towards luxury retail brands: Evidence from an emerging market. Journal of Retailing and Consumer Services, 76. https://doi.org/10.1016/j.jretconser.2023.103570
Tunca, S., Budhathoki, M., & Brunsø, K. (2024). European consumers’ intention to buy sustainable aquaculture products: An exploratory study. Sustainable Production and Consumption, 50, 20–34. https://doi.org/10.1016/j.spc.2024.07.021
V.T.M, H., N.P, H., N.T.T, M., L.K, T., L.T.N, D., & T.N, M. (2024). Factors affecting consumers’ repurchase intention toward skin care cosmetics: A cross - sectional study in Vietnam. Heliyon, 10(11). https://doi.org/10.1016/j.heliyon.2024.e32285
Wang, B., Xie, F., Kandampully, J., & Wang, J. (2022). Increase hedonic products purchase intention through livestreaming: The mediating effects of mental imagery quality and customer trust. Journal of Retailing and Consumer Services, 69. https://doi.org/10.1016/j.jretconser.2022.103109
Wei, J., Lian, Y., Li, L., Lu, Z., Lu, Q., Chen, W., & Dong, H. (2023). The impact of negative emotions and relationship quality on consumers’ repurchase intention: An empirical study based on service recovery in China’s online travel agencies. Heliyon, 9(1). https://doi.org/10.1016/j.heliyon.2023.e12919
Xu, J. (Bill), Song, H., & Prayag, G. (2023). Using authenticity cues to increase repurchase intention in restaurants: Should the focus be on ability or morality? Tourism Management Perspectives, 46. https://doi.org/10.1016/j.tmp.2023.101102
Yeo, S. F., Tan, C. L., Teo, S. L., & Tan, K. H. (2021). The role of food apps servitization on repurchase intention: A study of FoodPanda. International Journal of Production Economics, 234. https://doi.org/10.1016/j.ijpe.2021.108063
Zhe, L., Jie, W., & Yuan, H. (2023). The effect of place attachment of geographical indication agricultural products on repurchase intention. Journal of Retailing and Consumer Services, 72. https://doi.org/10.1016/j.jretconser.2023.103266
Copyright (c) 2024 International Journal of Science and Society
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
.png)
.jpg)
.png)
.png)
.png)
.png)
1.png)
.jpg)
-modified.png)
-modified.png)
-modified.png)
