The antecedents of re-purchase intentions: the service quality perspective

Anthony Perrone and Ho Yin Wong

International Journal of Services, Economics and Management, 2013, vol. 5, issue 3, 203-221

Abstract: The aim of this quantitative study is to undertake empirical research investigating the nature and magnitude of the determinants of re-purchase intentions from the point of view of service performance and post purchase perceptions. A theoretical model linking service quality issues and re-purchase intentions was developed and tested using structural equation modelling of 318 surveyed participants at various day spa locations. The findings of this study confirm that the enhancement of the delivery of high quality service, an accommodating environment and strengthening relationships with customers are more likely to increase re-purchase intentions. The major values of this study are the establishment of the role of service quality on re-purchase intentions and the mediating role of customer relationship strength. The major limitation of this research is the study was undertaken in a single service industry.

Keywords: services management; customer service; service quality; servicescape; re-purchase intentions; service performance; post purchase perceptions; structural equation modelling; SEM; customer relationship. (search for similar items in EconPapers)
Date: 2013
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Persistent link: https://EconPapers.repec.org/RePEc:ids:injsem:v:5:y:2013:i:3:p:203-221

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