Service Attributes Satisfaction and Actual Repurchase Behavior: The Mediating Influence of Overall Satisfaction and Purchase Intention

Authors

Syed H. Akhter, Marquette UniversityFollow

Document Type

Article

Language

eng

Publication Date

2010

Publisher

Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Inc.

Source Publication

Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior

Source ISSN

0899-8620

Abstract

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.

Comments

Published version. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Vol. 23 (2010): 52-64. Publisher link. © 2010 Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Inc. Used with permission.

Recommended Citation

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.
https://epublications.marquette.edu/market_fac/279