Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Inc.
Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior
The study proposes that the effect of service attributes satisfaction on actual repurchase behavior is mediated by overall satisfaction and purchase intention. Data collected through a survey questionnaire were used to test the proposed model. Findings support the mediation hypothesis and show that service attributes satisfaction has a positive and significant impact on overall satisfaction; overall satisfaction has a positive and significant impact on purchase intention; and purchase intention has a positive and significant impact on actual repurchase.
Akhter, Syed H., "Service Attributes Satisfaction and Actual Repurchase Behavior: The Mediating Influence of Overall Satisfaction and Purchase Intention" (2010). Marketing Faculty Research and Publications. 279.
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