Perception of Retail Loyalty Programmes: Impact of Af-ter-Sales Policies and Repurchase Intention

P. Chirinos-Bravo (), C. Escalante-Monge () and O. Gutierrez-Aguilar ()
Additional contact information
P. Chirinos-Bravo: Universidad Católica de Santa María
C. Escalante-Monge: Universidad Católica de Santa María
O. Gutierrez-Aguilar: Universidad Católica de Santa María

Chapter Chapter 15 in New Perspectives in Economics and Management, Vol 1, 2026, pp 217-229 from Springer

Abstract: Abstract This study analyzes how retailers’ capabilities in transparent returns policies and customers’ repurchase intention influence the perception of loyalty programmes in an omnichannel environment, mediated by the retailer’s ability to interact with its customers. The research was conducted in Arequipa, Peru, applying non-probability sampling to 340 Saga Falabella customers who had purchased in physical and online shops. After validating the consistency and appropriateness of the measurement instruments, a structural equation model was used to assess the direct and indirect effects between variables. The results reveal that transparent return policies and repurchase intention significantly affect the perception of loyalty programmes, with the retailer’s interaction capability being a mediator in these relationships. In particular, it is evident that transparent return policies not only directly improve the perception of loyalty programmes but also enhance customer interaction, which positively impacts the perception of loyalty programmes. These findings highlight the importance of comprehensively managing omnichannel retailers’ after-sales policies and loyalty programmes, ensuring precise and accessible procedures at all points of contact, and promoting strategies that stimulate repurchase intent through personalized and consistent experiences.

Keywords: Transparent returns policy capability; Customer repurchase intention; Retailer interaction capability; Transparent loyalty program capability (search for similar items in EconPapers)
Date: 2026
References: Add references at CitEc
Citations:

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:prbchp:978-3-032-29260-5_15

Ordering information: This item can be ordered from
http://www.springer.com/9783032292605

DOI: 10.1007/978-3-032-29260-5_15

Access Statistics for this chapter

More chapters in Springer Proceedings in Business and Economics from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().