An Investigation of Repurchase Intentions in the Banking Industry: What Reason Do They Return?

Muhammad Sohaib

SAGE Open, 2022, vol. 12, issue 1, 21582440211067228

Abstract: In an increasingly competitive market, customer retention is imperative for businesses in the services sector, particularly banks. This study aims to understand how relationship quality as second-order impacts repurchase intentions based on the Theory of Repurchase Decision Making (TRD). The switching cost moderating role is addressed. The model was validated using empirical data from Pakistan. A regression modeling was adopted to measure the research hypotheses that underpinned a proposed conceptual model. Results show that relationship quality positively and significantly influences the repurchase intentions. Switching cost determined to be a moderator between relationship quality and repurchase intentions. The implication is that services industry professionals should not overlook the importance of relationship quality and switching costs, as they have a significant impact on repurchase intentions.

Keywords: relationship quality; switching cost; repurchase intentions; banking industry (search for similar items in EconPapers)
Date: 2022
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Citations: View citations in EconPapers (3)

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Persistent link: https://EconPapers.repec.org/RePEc:sae:sagope:v:12:y:2022:i:1:p:21582440211067228

DOI: 10.1177/21582440211067228

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