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Customer repurchase intention: a general structural equation model

Hellier, Phillip K., Geursen, Gus M., Carr, Rodney A. and Rickard, John A. 2003, Customer repurchase intention: a general structural equation model, European journal of marketing, vol. 37, no. 11, pp. 1762-1800.

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Title Customer repurchase intention: a general structural equation model
Author(s) Hellier, Phillip K.
Geursen, Gus M.
Carr, Rodney A.
Rickard, John A.
Journal name European journal of marketing
Volume number 37
Issue number 11
Start page 1762
End page 1800
Publisher Emerald Group Publishing Limited
Place of publication United Kingdom
Publication date 2003
ISSN 0309-0566
1758-7123
Keyword(s) product quality
customer satisfaction
customer loyalty
brand awareness
Summary This paper develops a general service sector model of repurchase intention from the consumer theory literature. A key contribution of the structural equation model is the incorporation of customer perceptions of equity and value and customer brand preference into an integrated repurchase intention analysis. The model describes the extent to which customer repurchase intention is influenced by seven important factors – service quality, equity and value, customer satisfaction, past loyalty, expected switching cost and brand preference. The general model is applied to customers of comprehensive car insurance and personal superannuation services. The analysis finds that although perceived quality does not directly affect customer satisfaction, it does so indirectly via customer equity and value perceptions. The study also finds that past purchase loyalty is not directly related to customer satisfaction or current brand preference and that brand preference is an intervening factor between customer satisfaction and repurchase intention. The main factor influencing brand preference was perceived value with customer satisfaction and expected switching cost having less influence.
Notes Reproduced with the kind permission of the copyright owner.
Language eng
Field of Research 150599 Marketing not elsewhere classified
HERDC Research category C1 Refereed article in a scholarly journal
Copyright notice ©2003, MCB UP Limited
Persistent URL http://hdl.handle.net/10536/DRO/DU:30002018

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Every reasonable effort has been made to ensure that permission has been obtained for items included in DRO. If you believe that your rights have been infringed by this repository, please contact drosupport@deakin.edu.au.