Factors That Influence Repurchase Intention: A Systematic Literature Review
Abstract
This research is a systematic literature review of factors that influence repurchase intention. Repurchase intention is important for companies because it will shape customer behavior to become loyal, customers usually tend to have an interest in buying products or services repeatedly so that the company will benefit from products or services that have been sold. The aim of this research is to provide insights into the research trends and issues in the studies of Repurchase Intention. The literature search focused on finding journals published between 2018 and 2023. Only English-language journals with the keyword Repurchase Intention were used in this research. Researchers found 80 journals that matched these keywords but after reading the collected articles thoroughly and removing duplicate and irrelevant articles, the authors produced 50 articles to be used in this research. The findings highlight key drivers for increasing sales: Satisfaction, Trust, Perceived Value, Price, and Word of Mouth. Additionally, 14 moderating factors were identified, with Age being the most prominent in four articles. Korea, India, and Indonesia lead research contributions, each with six articles. Structural Equation Modeling (SEM) is the prevailing measurement method, while other approaches persist. Companies are recommended to prioritize these core factors for consumer engagement. Future research should delve into unexplored moderating factors and alternative measurement methods, enriching our understanding of this vital field.
Downloads
References
R. A. Harianto and P. N. Sari, “Strategic digitalization of UMKM business as an alternative to survive the COVID-19 pandemic,” Linguist. Cult. Rev., vol. 5, no. S1, pp. 617—623, 2021, doi: 10.21744/lingcure.v5ns1.1446.
D. H. Jayani, “Tren Pengguna E-Commerce Terus Tumbuh,” databoks, 2019. https://databoks.katadata.co.id/datapublish/2019/10/10/tren-pengguna-e-commerce-2017-2023
A. Wirapraja, “Effectiveness of Social Commerce In Influencing Repurchase Intention : A Systematic Literature Review,” 2019 Int. Conf. Comput. Sci. Inf. Technol. Electr. Eng., vol. 1, pp. 24—29, 2019.
A. Ishak, R. Ginting, and W. Wanli, “Role of Trust , Customer Satisfaction , and Perceived Effectivenes of E-Commerce Institutional Mechanism to Repurchase Intention : Systematic Literature Review Role of Trust , Customer Satisfaction , and Perceived Effectivenes of E-Commerce Institutional ,” 2018.
X. J. Lim, E. C. X. Aw, and K. G. C. Teoh, “Factors influencing repurchase intention in online shopping context: The mediating role of satisfaction,” J. Appl. Struct. Equ. Model., vol. 2, no. 1, pp. 29—43, 2018, doi: 10.47263/jasem.2(1)04.
R. Nofrialdi, “Online Shopping Behavior Model: Determining the Factors Affecting Repurchase Intention,” J. Law, Polit. Humanit., vol. 1, no. 2, pp. 88—97, 2021, doi: 10.38035/jlph.v1i2.66.
A. Setyaningrum, A. Ahistasari, and S. M. Setyawati, “Factors Influencing Online Repurchase Intention of Herbal Products,” pp. 130—140, 2022.
R. R. Anisah and A. A. Suhendra, “Role of Trust, Customer Satisfaction, and Perceived Effectivenes of E-Commerce Institutional Mechanism to Repurchase Intention: Systematic Literature Review,” IOP Conf. Ser. J. Phys., 2018.
M. Heydari and H. Khalid, “A Systematic Literature Review of Online Repurchase Intention of Gold Jewelry,” Bus. Manag. Strateg., vol. 14, no. 1, p. 1, 2023, doi: 10.5296/bms.v14i1.20462.
H. Sarjono, A. T. Suprapto, A. Zulaykha, A. Gunawan, and J. F. Chai, “Consumer Loyalty to the Use of e-Marketplaces in Indonesia : A Systematic Literature Review,” no. 2016, 2022.
E. Pramana, “The Mobile Payment Adoption : A Systematic Literature Review,” pp. 265—269, 2021.
E. Susanto, P. N. Bandung, B. S. Purnomo, and U. P. Indonesia, “A Review Of Digital Payment Adoption In Asia,” no. March, 2022, doi: 10.35631/AIJBES.411001.
N. T. Hariyanti, E. M. Trianto, and A. Wirapraja, “Hubungan Variabel Pemasaran Digital Terhadap Electronic Word Of Mouth (E-WOM): Sebuah Studi Literatur,” Teknika, vol. 9, no. 2, pp. 146—155, 2020, doi: 10.34148/teknika.v9i2.299.
E. A. Firmansyah, M. Masri, M. Anshari, M. Hairul, and A. Besar, “Factors Affecting Fintech Adoption : A Systematic Literature Review”.
“Description of the Systematic Literature Review Method,” Technische Universität Berlin. https://www.tu.berlin/en/wm/bibliothek/research-teaching/systematic-literature-reviews/description-of-the-systematic-literature-review-method#:~:text=What is a Systematic Literature,about the question under consideration
T. T. Lin, Y. Q. Yeh, and S. Y. Hsu, “Analysis of the Effects of Perceived Value, Price Sensitivity, Word-of-Mouth, and Customer Satisfaction on Repurchase Intentions of Safety Shoes under the Consideration of Sustainability,” Sustain., vol. 14, no. 24, 2022, doi: 10.3390/su142416546.
A. F. Alnaim and N. A. A. Abdelwahed, “Examining the Impact of Marketing Motives and Concerns on User Satisfaction and Re-Purchase Intentions in a Sharing Economy,” Sustain., vol. 15, no. 5, 2023, doi: 10.3390/su15054498.
M. Xia, Y. Zhang, and R. Gu, “Creative Tea Beverages as a New Tourism Attraction? Exploring Determinants of Tourists’ Repurchase Intention Using Dual Process Theory,” Sustain., vol. 15, no. 13, 2023, doi: 10.3390/su151310642.
J. Müller-Pérez et al., “Consumer Behavior after COVID-19: Interpersonal Influences, eWOM and Digital Lifestyles in More Diverse Youths,” Sustain., vol. 15, no. 8, 2023, doi: 10.3390/su15086570.
C. Lei, M. S. Hossain, and E. Wong, “Determinants of Repurchase Intentions of Hospitality Services Delivered by Artificially Intelligent (AI) Service Robots,” Sustainability, vol. 15, no. 6, p. 4914, 2023, doi: 10.3390/su15064914.
Y. Yasri, P. Susanto, M. Enamul, and M. Ayu, “Heliyon Price perception and price appearance on repurchase intention of Gen Y : do brand experience and brand preference mediate ?,” Heliyon, vol. 6, no. November, p. e05532, 2020, doi: 10.1016/j.heliyon.2020.e05532.
M. Aparicio, C. J. Costa, and R. Moises, “Gamification and reputation: key determinants of e-commerce usage and repurchase intention,” Heliyon, vol. 7, no. 3, p. e06383, 2021, doi: 10.1016/j.heliyon.2021.e06383.
P. Chatzoglou, D. Chatzoudes, A. Savvidou, T. Fotiadis, and P. Delias, “Factors affecting repurchase intentions in retail shopping: An empirical study,” Heliyon, vol. 8, no. 9, p. e10619, 2022, doi: 10.1016/j.heliyon.2022.e10619.
J. Y. Park, S. Korea, and D. Thangam, “What Makes Customers Repurchase Grocery Products from Online Stores in Korea,” vol. 15, no. 4, pp. 24—39, 2019, doi: 10.4018/IJEBR.2019100102.
R. Wijaya et al., “Determinants of Repurchase Intentions at Online Stores in Indonesia,” vol. 14, no. 3, pp. 95—111, 2018, doi: 10.4018/IJEBR.2018070106.
K. H. Seo and J. H. Lee, “Understanding risk perception toward food safety in street food: The relationships among service quality, values, and repurchase intention,” Int. J. Environ. Res. Public Health, vol. 18, no. 13, 2021, doi: 10.3390/ijerph18136826.
A. R. Doeim, T. H. Hassan, M. Y. Helal, M. I. Saleh, A. E. Salem, and M. A. S. Elsayed, “Service Value and Repurchase Intention in the Egyptian Fast-Food Restaurants: Toward a New Measurement Model,” Int. J. Environ. Res. Public Health, vol. 19, no. 23, 2022, doi: 10.3390/ijerph192315779.
C. Khanijoh, C. Nuangjamnong, and K. Dowpiset, “the Impact of Consumers’Satisfaction and Repurchase Intention on E-Commerce Platform: a Case Study of the Top Three E-comerce in Bangkok,” Entrep. Sustain. Digit. Era Assumpt. Univ. Thail., pp. 114—125, 2020.
Y. T. Prasetyo et al., “Factors influencing repurchase intention in drive-through fast food: A structural equation modeling approach,” Foods, vol. 10, no. 6, 2021, doi: 10.3390/foods10061205.
W. Rachbini, D. Anggraeni, and H. Wulanjani, “The influence of electronic service quality and electronic word of mouth (eWOM) toward repurchase intention (study on e-commerce in Indonesia),” J. Komun. Malaysian J. Commun., vol. 37, no. 1, pp. 42—58, 2021, doi: 10.17576/JKMJC-2021-3701-03.
S.-S. Cha, M.-H. Shin, and F. Author Assist professor, “The Effect of Delivery Food on Customer Emotional Response and Repurchase Intention* 1,” Korean J. Food Heal. Converg., vol. 7, no. 2, pp. 1—10, 2021, [Online]. Available: http://dx.doi.org/10.13106/kjfhc.2021.vol7.no2.1
S. F. Yeo, C. L. Tan, S. L. Teo, and K. H. Tan, “The role of food apps servitization on repurchase intention: A study of FoodPanda,” Int. J. Prod. Econ., vol. 234, no. December 2020, p. 108063, 2021, doi: 10.1016/j.ijpe.2021.108063.
S. A. Adekunle and J. O. Ejechi, “Modelling repurchase intention among smartphones users in Nigeria,” J. Model. Manag., vol. 13, no. 4, pp. 794—814, 2018, doi: 10.1108/JM2-12-2017-0138.
S. Antwi, “‘I just like this e-Retailer’: Understanding online consumers repurchase intention from relationship quality perspective,” J. Retail. Consum. Serv., vol. 61, no. April, p. 102568, 2021, doi: 10.1016/j.jretconser.2021.102568.
M. Ashfaq, J. Yun, A. Waheed, M. S. Khan, and M. Farrukh, “Customers’ Expectation, Satisfaction, and Repurchase Intention of Used Products Online: Empirical Evidence From China,” SAGE Open, vol. 9, no. 2, 2019, doi: 10.1177/2158244019846212.
L. G. Pee, J. Jiang, and G. Klein, “Signaling effect of website usability on repurchase intention,” Int. J. Inf. Manage., vol. 39, no. September 2017, pp. 228—241, 2018, doi: 10.1016/j.ijinfomgt.2017.12.010.
S. K. Trivedi and M. Yadav, “Repurchase intentions in Y generation: mediation of trust and e-satisfaction,” Mark. Intell. Plan., vol. 38, no. 4, pp. 401—415, 2020, doi: 10.1108/MIP-02-2019-0072.
G. K. Amoako, S. G. Kutu-adu, L. D. Caesar, G. K. Amoako, S. G. Kutu-adu, and L. D. Caesar, “Relationship Marketing and Repurchase Intention in Ghana ’ s Hospitality Industry : An Empirical Examination of Trust and Commitment Relationship Marketing and Repurchase Intention in Ghana ’ s Hospitality Industry : An Empirical Examination of Trust and ,” J. Relatsh. Mark., vol. 0, no. 0, pp. 1—31, 2019, doi: 10.1080/15332667.2018.1534059.
W. P. Asti, P. W. Handayani, and F. Azzahro, “Influence of Trust, Perceived Value, and Attitude on Customers’ Repurchase Intention for E-Grocery,” J. Food Prod. Mark., vol. 27, no. 3, pp. 157—171, 2021, doi: 10.1080/10454446.2021.1922325.
Z. A. Bulut and A. N. Karabulut, “Examining the role of two aspects of eWOM in online repurchase intention : An integrated trust — loyalty perspective,” no. June 2017, pp. 1—11, 2018, doi: 10.1002/cb.1721.
I. D. Savila, R. N. Wathoni, A. S. Santoso, I. D. Savila, R. N. Wathoni, and A. S. Santoso, “ScienceDirect ScienceDirect The Role of Multichannel Integration , Trust and Offline-to-Online The Role of Multichannel Integration , Trust and Offline-to-Online Customer Loyalty Towards Repurchase Intention : an Empirical Customer Loyalty Towards Repurch,” Procedia Comput. Sci., vol. 161, pp. 859—866, 2019, doi: 10.1016/j.procs.2019.11.193.
S. Hasan, “Assessment of electric vehicle repurchase intention: A survey-based study on the Norwegian EV market,” Transp. Res. Interdiscip. Perspect., vol. 11, no. March, p. 100439, 2021, doi: 10.1016/j.trip.2021.100439.
A. Ali and J. Bhasin, “Understanding Customer Repurchase Intention in E-commerce: Role of Perceived Price, Delivery Quality, and Perceived Value,” Jindal J. Bus. Res., vol. 8, no. 2, pp. 142—157, 2019, doi: 10.1177/2278682119850275.
S. Chanthasaksathian and C. Nuangjamnong, “Factors Influencing Repurchase Intention on e-Commerce Platforms: A Case of GET Application,” Int. Res. E-Journal Bus. Econ., no. November, pp. 28—45, 2021.
G. Dash and D. Chakraborty, “Assessing Repurchase Intention of Learning Apps during COVID-19,” 2022.
M. Park, “Factors Affecting Consumers’ Intention to Use Online Music Service and Customer Satisfaction in South Korea,” Degree Proj. Inf. Commun. Technol., vol. 1, no. 1, p. 14, 2020.
T. Murhadi, N. Aziz, S. Utami, and M. Majid, “Investigating Repurchase Intention on Sharia Shares: An Empirical Evidence of the Sharia Stock Market in Indonesia,” J. Asian Financ. Econ. Bus., vol. 8, no. 5, pp. 761—768, 2021, doi: 10.13106/jafeb.2021.vol8.no5.0761.
X. Lim, J. Cheah, D. S. Waller, and H. Ting, “What s-commerce implies ? Repurchase intention and its antecedents its antecedents,” 2019, doi: 10.1108/MIP-03-2019-0145.
A. Oyedele, R. Saldivar, M. D. Hernandez, and E. Goenner, “Modeling satisfaction and repurchase intentions of mobile smart wristbands: the role of social mindfulness and perceived value,” Young Consum., vol. 19, no. 3, pp. 237—250, 2018, doi: 10.1108/YC-09-2017-00737.
S. Soo CHA and S. Han LEE, “The Effects of User Experience Factors on Satisfaction and Repurchase Intention at Online Food Market*,” J. Ind. Distrib. Bus., vol. 12, no. 4, pp. 7—13, 2021.
M. Cho, M. A. Bonn, S. Moon, and H. (Sean) Chang, “Home chef meal kits: Product attributes, perceived value and repurchasing intentions the moderating effects of household configuration,” J. Hosp. Tour. Manag., vol. 45, no. August, pp. 192—202, 2020, doi: 10.1016/j.jhtm.2020.08.011.
S. R. Khan, F. Septianto, and P. G. Putra, “Negative Effect of Roundup Requests on Repurchase Intentions,” Australas. Mark. J., vol. 30, no. 4, pp. 288—296, 2021, doi: 10.1177/18393349211002534.
H. I. Duh and O. Pwaka, “Grocery retailer’s brand performances from brand personalities and marketing offerings,” Int. J. Retail Distrib. Manag., vol. 51, no. 13, pp. 101—122, 2023, doi: 10.1108/IJRDM-10-2022-0404.
G. K. Amoako, J. K. Doe, and E. K. Neequaye, “Online innovation and repurchase intentions in hotels: the mediating effect of customer experience,” Int. Hosp. Rev., vol. 37, no. 1, pp. 28—47, 2023, doi: 10.1108/ihr-02-2021-0008.
S. J. Kim and B. H. Hyun, “Effects of Psychological Variables on the Relationship between Customer Participation Behavior and Repurchase Intention: Customer Tolerance and Relationship Commitment,” Economies, vol. 10, no. 12, 2022, doi: 10.3390/economies10120305.
Q. Yang, N. Hayat, A. Al Mamun, Z. K. M. Makhbul, and N. R. Zainol, “Sustainable customer retention through social media marketing activities using hybrid SEM-neural network approach,” PLoS One, vol. 17, no. 3 March, pp. 1—23, 2022, doi: 10.1371/journal.pone.0264899.
H. Tian, A. B. Siddik, and M. Masukujjaman, “Factors Affecting the Repurchase Intention of Organic Tea among Millennial Consumers: An Empirical Study,” Behav. Sci. (Basel)., vol. 12, no. 2, 2022, doi: 10.3390/bs12020050.
J. Zeqiri, V. Ramadani, and W. J. Aloulou, “The effect of perceived convenience and perceived value on intention to repurchase in online shopping: the mediating effect of e-WOM and trust,” Econ. Res. Istraz. , vol. 36, no. 3, p., 2023, doi: 10.1080/1331677X.2022.2153721.
I. J. Ismail, “I trust friends before I trust companies: The mediation of WOM and brand love on psychological contract fulfilment and repurchase intention,” Manag. Matters, vol. 19, no. 2, pp. 167—186, 2022, doi: 10.1108/manm-02-2022-0033.
M. Kitjaroenchai and S. Chaipoopiratana, “Mixed Method: Antecedents of Online Repurchase Intention of Generation Y Towards Apparel Products on E-Commerce in Thailand,” ABAC J., vol. 42, no. 1, pp. 73—95, 2022.
S. Singh and S. Alok, “Drivers of Repurchase Intention of Organic Food in India: Role of Perceived Consumer Social Responsibility, Price, Value, and Quality,” J. Int. Food Agribus. Mark., vol. 34, no. 3, pp. 246—268, 2022, doi: 10.1080/08974438.2020.1869135.
A. Alvarez-Risco, L. Quipuzco-Chicata, and C. Escudero-Cipriani, “Determinants of Online Repurchase Intention in Covid-19 Times: Evidence From an Emerging Economy,” Lect. Econ., no. 96, pp. 101—143, 2022, doi: 10.17533/udea.le.n96a342638.
S. Sharif, S. U. Rehman, Z. Ahmad, O. M. Albadry, and M. Zeeshan, “Consumer quality management for beverage food products: analyzing consumer’ perceptions toward repurchase intention,” TQM J., 2023, doi: 10.1108/TQM-01-2022-0012.
M. Miao, T. Jalees, S. I. Zaman, S. Khan, N. ul A. Hanif, and M. K. Javed, “The influence of e-customer satisfaction, e-trust and perceived value on consumer’s repurchase intention in B2C e-commerce segment,” Asia Pacific J. Mark. Logist., vol. 34, no. 10, pp. 2184—2206, 2022, doi: 10.1108/APJML-03-2021-0221.
C. Jebarajakirthy, V. Saha, P. Goyal, and V. Mani, “How Do Value Co-Creation and E-Engagement Enhance E-Commerce Consumer Repurchase Intention?,” J. Glob. Inf. Manag., vol. 30, no. 5, pp. 1—23, 2021, doi: 10.4018/jgim.290369.
V. Venkatesh, M. G. Morris, G. B. Davis, and F. D. Davis, “User acceptance of information technology: Toward a unified view,” MIS Q., pp. 425—478, 2003.
B. J. Babin, W. R. Darden, and M. Griffin, “Utilitarian shopping value,” J. Consum. Res., vol. 20, no. 4, pp. 644—657, 1994.
Copyright (c) 2023 Teknika
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
