Service Attributes Satisfaction and Actual Repurchase Behavior: The Mediating Influence of Overall Satisfaction and Purchase Intention

By Akhter, Syed H. | Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, January 1, 2010 | Go to article overview

Service Attributes Satisfaction and Actual Repurchase Behavior: The Mediating Influence of Overall Satisfaction and Purchase Intention


Akhter, Syed H., Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior


ABSTRACT

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.

INTRODUCTION

A significant amount of research has been conducted to understand the antecedents and consequences of consumer satisfaction. Although the number of studies on the topic is impressive, Szymanski and Henard (2001) found in their meta-analysis that surprisingly very few outcomes of satisfaction have been investigated. The outcomes that have received significant scholarly attention include purchase intention, loyalty, word of mouth advertising, and complaining behavior. Some of the major findings from the body of research on satisfaction show that:

* Satisfaction has a positive influence on loyalty (Oliver 1 997, Gustafson, Johnson, and Ross 2005), word-ofmouth communication (Brown et al. 2005), and patronage intentions (Babin and Griffin 1998).

* Severe dissatisfaction encourages negative word of mouth advertising (Szymanski and Henard 2001) and prompts complaining behavior when attribution is easy and the probability of redress is higher (Folkes 1984; Richins 1983; Ursic 1985).

* Satisfaction is positively related to purchase intentions (LaBarbera and Mazursky 1983; Yi 1990) and satisfied customers show less price sensitivity (Stock 2005) and are also willing to pay a higher price premium (Homburg, Koschate and Hoyer 2005).

One substantive outcome of consumer satisfaction that remains under-researched is actual repurchase behavior. Although the link between consumer satisfaction and actual repurchase behavior constitutes an integral part of the nomological network (Perkins 1993; Szymanski and Henard 2001), Mittal and Kamakura (2001) found that virtually all the published studies, with the exception of Bolton's (1998), used repurchase intention rather than actual repurchase behavior as the criterion variable. They concluded that the existing studies have used

intention data because they are easier to collect through survey research or through other instruments, and they attributed the lack of empirical studies on actual repurchase behavior to data collection and data availability problems.

In Mittal and Kamakura' s study (2001), demographic characteristics such as gender, age, marital status, and education moderated actual repurchase behavior. Their findings showed that the functional form relating satisfaction to repurchase intention was different from the functional form relating satisfaction to repurchase behavior. They also found that in some groups satisfaction led to a higher repurchase rate, and in others satisfaction and repurchase behavior were completely uncorrelated. While their study found support for the moderating effects of customer characteristics on repurchase behavior, the study of the process through which satisfaction influences actual repurchase behavior will provide additional insights into the outcomes of satisfaction.

In a more recent study, Solvang (2007) examined the effect of service quality on repurchase behavior in a retail environment. The study found that service quality affected satisfaction, and satisfaction affected repurchase behavior indirectly through affective loyalty. The study also found that satisfaction had no significant direct effect on repurchase behavior. Considering the theoretical and strategic significance of the link between satisfaction and repurchase behavior and the obtained non-significant result in the study, it would be theoretically beneficial to reexamine the relation between satisfaction and actual repurchase behavior to better understand the process. …

The rest of this article is only available to active members of Questia

Sign up now for a free, 1-day trial and receive full access to:

  • Questia's entire collection
  • Automatic bibliography creation
  • More helpful research tools like notes, citations, and highlights
  • Ad-free environment

Already a member? Log in now.

Notes for this article

Add a new note
If you are trying to select text to create highlights or citations, remember that you must now click or tap on the first word, and then click or tap on the last word.
One moment ...
Default project is now your active project.
Project items

Items saved from this article

This article has been saved
Highlights (0)
Some of your highlights are legacy items.

Highlights saved before July 30, 2012 will not be displayed on their respective source pages.

You can easily re-create the highlights by opening the book page or article, selecting the text, and clicking “Highlight.”

Citations (0)
Some of your citations are legacy items.

Any citation created before July 30, 2012 will labeled as a “Cited page.” New citations will be saved as cited passages, pages or articles.

We also added the ability to view new citations from your projects or the book or article where you created them.

Notes (0)
Bookmarks (0)

You have no saved items from this article

Project items include:
  • Saved book/article
  • Highlights
  • Quotes/citations
  • Notes
  • Bookmarks
Notes
Cite this article

Cited article

Style
Citations are available only to our active members.
Sign up now to cite pages or passages in MLA, APA and Chicago citation styles.

(Einhorn, 1992, p. 25)

(Einhorn 25)

1

1. Lois J. Einhorn, Abraham Lincoln, the Orator: Penetrating the Lincoln Legend (Westport, CT: Greenwood Press, 1992), 25, http://www.questia.com/read/27419298.

Cited article

Service Attributes Satisfaction and Actual Repurchase Behavior: The Mediating Influence of Overall Satisfaction and Purchase Intention
Settings

Settings

Typeface
Text size Smaller Larger Reset View mode
Search within

Search within this article

Look up

Look up a word

  • Dictionary
  • Thesaurus
Please submit a word or phrase above.
Print this page

Print this page

Why can't I print more than one page at a time?

Full screen

matching results for page

Cited passage

Style
Citations are available only to our active members.
Sign up now to cite pages or passages in MLA, APA and Chicago citation styles.

"Portraying himself as an honest, ordinary person helped Lincoln identify with his audiences." (Einhorn, 1992, p. 25).

"Portraying himself as an honest, ordinary person helped Lincoln identify with his audiences." (Einhorn 25)

"Portraying himself as an honest, ordinary person helped Lincoln identify with his audiences."1

1. Lois J. Einhorn, Abraham Lincoln, the Orator: Penetrating the Lincoln Legend (Westport, CT: Greenwood Press, 1992), 25, http://www.questia.com/read/27419298.

Cited passage

Welcome to the new Questia Reader

The Questia Reader has been updated to provide you with an even better online reading experience.  It is now 100% Responsive, which means you can read our books and articles on any sized device you wish.  All of your favorite tools like notes, highlights, and citations are still here, but the way you select text has been updated to be easier to use, especially on touchscreen devices.  Here's how:

1. Click or tap the first word you want to select.
2. Click or tap the last word you want to select.

OK, got it!

Thanks for trying Questia!

Please continue trying out our research tools, but please note, full functionality is available only to our active members.

Your work will be lost once you leave this Web page.

For full access in an ad-free environment, sign up now for a FREE, 1-day trial.

Already a member? Log in now.