ارائه مدل یکپارچه قصد خرید مجدد آنلاین در فروشگاه‌های زنجیره‌ای به روش مالتی گرندد تئوری
محورهای موضوعی : مدیریت بازاریابی
مهدی بره مقدم
1
(دانشجوی دکتری مدیریت بازرگانی، دانشکده علوم‌انسانی، واحد بیرجند، دانشگاه آزاد اسلامی، بیرجند، ایران)
حسین حکیم پور
2
(استادیار گروه مدیریت، دانشکده علوم‌انسانی، واحد بیرجند، دانشگاه آزاد اسلامی، بیرجند، ایران )
مهدی محمودزاده
3
(استادیار گروه مدیریت، دانشکده علوم‌انسانی، واحد بیرجند، دانشگاه آزاد اسلامی، بیرجند، ایران)
محمد محمدی
4
(استادیار گروه مدیریت، دانشکده علوم‌انسانی، واحد بیرجند، دانشگاه آزاد اسلامی، بیرجند، ایران)
کلید واژه: قصد خرید مجدد آنلاین, فروشگاه‌های زنجیره‌ای, فراترکیب , گرندد تئوری, مالتی گرندد تئوری,
چکیده مقاله :
زمینه: باتوجه‌به رشد روزافزون فروش آنلاین محصولات فروشگاه‌های زنجیره‌ای و تنوع عوامل اثرگذار بر آن، نقش افزایش تکرار خرید آنلاین این محصولات دارای اهمیت است. هدف: هدف از مطالعه حاضر، ارائه الگوی قصد خرید مجدد آنلاین در فروشگاه‌های زنجیره‌ای به روش مالتی گرندد تئوری می‌باشد. روش: این پژوهش به روش مالتی گرندد تئوری که ترکیبی از فراترکیب و گرندد تئوری می‌باشد، انجام شده است. ازاین‌رو، در گام نخست، ادبیات قصد خرید مجدد آنلاین در بازه زمانی سال 2010 الی 2022 مورد بررسی قرار گرفت و در گام بعدی با 10 نفر از خبرگان فروشگاه‌های زنجیره‌ای مصاحبه صورت گرفت و تجزیه‌وتحلیل داده‌ها از طریق سه نوع کدگذاری باز، محوری و انتخابی با رویکرد استراوس و کوربین صورت پذیرفته است. یافته‌ها و نتایج: در این پژوهش عوامل علی شامل طبقه فن آوری اطلاعات، ویژگی محصول، طبقه برند و طبقه خدمت؛ عوامل مداخله‌گر شامل عوامل جامعه‌شناسی و فضای رقابتی و طبقه ویژگی‌های مشتری به‌عنوان عامل زمینه‌ای شناسایی شدند که ضمن ایجاد راهبردهای بازاریابی سبب افزایش توانمندی فروشگاه‌های زنجیره‌ای و مسئولیت اجتماعی خواهد شد. این پژوهش به ایجاد دانش بیشتر در خصوص عوامل مؤثر بر قصد خرید مجدد آنلاین در فروشگاه‌های زنجیره‌ای کمک می‌کند و به مدیران فروشگاه‌های زنجیره‌ای در افزایش قصد خرید مجدد آنلاین مشتریان و مزیت رقابتی یاری می‌رساند.
Background: Regarding the increasing growth of online purchases of products in chain stores and given that the determinants of online repurchase intentions (ORI) are complicated and different, the role of online sales and increasing repurchase of the concerned products is more highlighted. Objective: The present study aimed to present an ORI model in chain stores. methodology: The qualitative multi-grounded theory (MGT), a combination of meta-synthesis and grounded theory (GT), was used in the present study. The literature on ORI in chain stores was first reviewed during 2010-2022 to reach the research objectives. Then, after detecting the initial framework, GT was used to interview ten experts in chain stores. Moreover, open, axial, and selective coding methods were used for the data analysis to extract the research model. Findings and results: According to the results, the concepts coded using Strauss and Corbin’s three-stage coding approach in GT were classified into four categories as causal conditions (namely information technology (IT), product features, brand class, and service class) and two categories as intervening factors (namely sociology and competitive environment), and one underlying factor (customer features). These factors affect the customer's ORI in chain stores and provide chain stores with some marketing strategies, the consequences of which would determine the capability of chain stores and social responsibility. Originality: The present study expanded knowledge on the ORI determinants in chain stores and would help the managers of chain stores to promote ORI and create a competitive advantage.
• -بنی‌اسدی م., عبدالوندم., حیدرزاده هنزاییک., و خون سیاوش م.. ارائه مدل مدیریت ارتباط با مشتری در صنعت بانکداری (حوزه بانکداری شرکتی) با تمرکز بر حقوق شهروندی و رفتار شهروندی سازمانی «رویکرد داده‌بنیاد». مجله اخلاق زیستی - علمی‌پژوهشی، 1398؛ 9(1), 241-255.
• -بختیاری بستاکی، ثریا، غفاری آشتیانی، پیمان، حمیدی زاده، علی، ثانوی فرد، رسول. طراحی مدل مفهومی فریب ادراک‌‌شده تبلیغات شبکه‌های اجتماعی با رویکرد داده‌بنیاد. مطالعات مدیریت کسب‌وکار هوشمند، 1401; 10(39)
• -حیدری، صبا، طاهری کیا، فریز، ایمان خان، نیلوفر. ارائه چارچوبی برای یکپارچه‌سازی مدیریت دانش مشتری و مدیریت ارتباط با مشتری در صنعت بانکداری. مدیریت بازرگانی، 1400؛ 13(2)
• -دانایی فرد، حسن؛ الوانی، آذر. روش شناسی پژوهش کیفی در مدیریت: رویکرد جامع؛ مبانی فلسفی، استراتژی های پژوهش کیفی و ترکیبی. دانشگاه امام صادق(ع). 1400؛ چاپ هفتم.
• -عبدالوند، محمدعلی، آندرواژ، لیلا، عطف، زهرا، و قاسمی همدانی، ایمان. تأثیر ارزش‌های شخصی بر وفاداری مشتریان شعب بانک کشاورزی در تهران. مدیریت بازاریابی،1398؛14 (43). 1-16.
• -مجنونیان نوش‌آبادی، مریم، سعیدی، حمید، چیت‌ساز، شهرزاد. تأثیر خودپنداره فردی (جمع‌گرا در برابر فردگرا) و حس نوستالژی بر نگرش و قصد توصیه و خرید مصرف‌کنندگان محصولات مواد غذایی. مدیریت بازاریابی، 1396; 12(36): 21-33.
• Abrar, K., Zaman, S., & Satti, Z. W. (2017). Impact of online store atmosphere, customized information and customer satisfaction on online repurchase intention. GMJACS, 7(2), 13-13.
• Agag, G., & Elbeltagi, I. (2014, July). E-retailing Ethics in Egypt and its effect on customer repurchase intention. In IFIP International Conference on Human Choice and Computers (pp. 1-14). Springer, Berlin, Heidelberg.
• Al-Adwan, A. S., Al-Debei, M. M., & Dwivedi, Y. K. (2022). E-commerce in high uncertainty avoidance cultures: The driving forces of repurchase and word-of-mouth intentions. Technology in Society, 102083.
• Ali, Asif, and Jaya Bhasin. "Understanding customer repurchase intention in e-commerce: Role of perceived price, delivery quality, and perceived value." Jindal Journal of Business Research 8.2 (2019): 142-157.
• Ali, Hapzi. "Building Repurchase Intention and Purchase Decision: Brand Awareness and Brand Loyalty Analysis (Case Study Private Label Product in Alfamidi Tangerang)." Saudi Journal of Humanities and Social Sciences 4.09 (2019): 623-634.
• Alvarez-Risco, A., Quipuzco-Chicata, L., & Escudero-Cipriani, C. (2022). Determinants of online repurchase intention in COVID-19 times: evidence from an emerging economy. Lecturas de Economía, (96), 101-143.
• An, Myungsook, Chongho Lee, and Yonghwi Noh. "Risk factors at the travel destination: their impact on air travel satisfaction and repurchase intention." Service Business 4.2 (2010): 155-166.
• Aren, S., Güzel, M., Kabadayı, E., & Alpkan, L. (2013). Factors affecting repurchase intention to shop at the same website. Procedia-Social and Behavioral Sciences, 99, 536-544.
• Aslam, W., Ham, M., & Farhat, K. (2018). Influencing factors of brand perception on consumers’ repurchase intention: An examination of online apparel shopping. Management: journal of contemporary management issues, 23(2), 87-102.
• Bojei, J., & Hoo, W. C. (2012). Brand equity and current use as the new horizon for repurchase intention of smartphone. International Journal of Business & Society, 13(1).
• Bosnjak, M., Galesic, M., & Tuten, T. (2007). Personality determinants of online shopping: Explaining online purchase intentions using a hierarchical approach. Journal of Business Research, 60(6), 597-605.
• Bupalan, K., Rahim, S. A., Ahmi, A., & Rahman, N. A. A. (2019). Consumers’ repurchase intention towards counterfeit products. International Journal of Supply Chain Management, 8(3), 973-981.
• Cahyani, A., Gunadi, I. M. A., & Mbulu, Y. P. (2019). Pengaruh Customer Experience Terhadap Repurchase Intention Pada Pt. Traveloka Indonesia. Jurnal Sains Terapan Pariwisata, 4(1), 25-36.
• Chiu, Chao-Min , Hua-Yang Lin, Szu-Yuan Sun, and Meng-Hsiang Hsu. 2009. "Understanding customers’ loyalty intentions towards online shopping: an integration of technology acceptance model and fairness theory." Behaviour & Information Technology 28 (4): 347–360.
• Chiu, C. M., Wang, E. T., Fang, Y. H., & Huang, H. Y. (2014). Understanding customers' repeat purchase intentions in B2C e‐commerce: the roles of utilitarian value, hedonic value and perceived risk. Information Systems Journal, 24(1), 85-114.
• Cho, Meehee, Mark A. Bonn, and Sora Kang. "Wine attributes, perceived risk and online wine repurchase intention: The cross-level interaction effects of website quality." International Journal of Hospitality Management 43 (2014): 108-120.
• Corbin, J., & Strauss, A. (2014). Basics of qualitative research: Techniques and procedures for developing grounded theory. Sage publications
• Cramer-Flood, E., 2022. Global Ecommerce Forecast 2022. https://www-emarketer-com. ezproxy.lib.ryerson.ca/content/global-ecommerce-forecast-2022.
• Davis, Fred D. 1989. "Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology." MIS Quarterly 13 (3): 319-340.
• Dai, Wenqian, and Jong-Ho Lee. "Effects of website characteristics and delivery service quality on repurchase intention." The Journal of Industrial Distribution & Business 9.5 (2018): 17-24.
• Dayal, S., Palsapure, D., 2020. A study on the individual’s online shopping continuance intention on Amazon. in for consumer electronics. Int. J. Bus. Glob. 24 (2), 240–255.
• DeLone, William H. , and Ephraim R. McLean. 1992. "Information Systems Success: The Quest for the Dependent Variable." Information Systems Research 3 (1): 60-95.
• Donsuchit, T., & Nuangjamnong, C. (2022). Determinants of Influencing Customer Loyalty and Repurchase Intention toward Mobile Application Food Delivery Service in Bangkok. International Research E-Journal on Business and Economics, 7(1), 1-14.
• Ebrahim, R., Ghoneim, A., Irani, Z., & Fan, Y. (2016). A brand preference and repurchase intention model: the role of consumer experience. Journal of Marketing Management, 32(13-14), 1230-1259.
• El Shiffa, N. A., Rahmiati, F., Santoso, A. S., & Yustina, A. I. (2022). Strategic entrepreneurship for achieving customers repurchase intention amidst pandemic COVID-19 on digital multi-sided platform: A case of Traveloka. Procedia Computer Science, 197, 247-255.
• Elsya, P., & Indriyani, R. (2020). The Impact of Product Knowledge and Product Involvement to Repurchase Intention for Tupperware Products among Housewives in Surabaya, Indonesia. In SHS Web of Conferences (Vol. 76, p. 01037). EDP Sciences
• Erics, A., Candan Burcu, F., & Yildirim, H. (2012). The effect of brand satisfaction, trust and brand commitment on loyalty and repurchase intentions. Procedia -Social and Behavioral Sciences , 58, 1395-1404.
• Fang, J., Wen, C., George, B., & Prybutok, V. R. (2016). Consumer heterogeneity, perceived value, and repurchase decision-making in online shopping: The role of gender, age, and shopping motives. Journal of Electronic Commerce Research, 17(2), 116.
• Fang Y, Qureshi I, Sun H, McCole P, Ramsey E, Lim K (2014) Trust, satisfaction, and online repurchase intention: the moderating role of perceived effectiveness of e-commerce institutional mechanisms. MIS Q 38(2):407–427
• Fauzan, R., & Ute, D. (2021). Analysis the Effect of Web Quality and Fulfillment on Satisfaction and Its Impact on Repurchase Intention. Performance: Jurnal Personalia, Financial, Operasional, Marketing dan Sistem Informasi, 28(01).
• Fazal-e-Hasan, S. M., Ahmadi, H., Kelly, L., & Lings, I. N. (2019). The role of brand innovativeness and customer hope in developing online repurchase intentions. Journal of Brand Management, 26(2), 85-98.
• Febrianti, R. A. M., Yoke, B. F. P., & Wicaksono, N. A. (2021). Perceived Control, Service Convenience and Swift Guanxi Online And Their Impact on Repurchase Intention. Review of International Geographical Education Online, 11(5), 2060-2070.
• Feng, J., & Yanru, H. (2013). Study on the relationships among customer satisfaction, brand loyalty and repurchase intention. Journal of Theoretical and Applied Information Technology,49(1), 180-186.
• Filieri, R., & Lin, Z. (2017). The role of aesthetic, cultural, utilitarian and branding factors in young Chinese consumers' repurchase intention of smartphone brands. Computers in Human Behavior, 67, 139-150.
• Frank, B., Enkawa, T., & Schvaneveldt, S. J. (2015). The role of individualism vs. collectivism in the formation of repurchase intent: A cross-industry comparison of the effects of cultural and personal values. Journal of Economic Psychology, 51, 261-278.
• Goldkuhl, G., & Cronholm, S. (2003). Multi-grounded theory–Adding theoretical grounding to grounded theory. Paper presented at the 2nd European Conference on Research Methodology for Business and Management Studies, Reading University, Reading, UK.
• Goldkuhl, G., Cronholm, S. (2010). Adding theoretical grounding to grounded theory: Toward multi-grounded theory. International Journal of Qualitative Methods, 9(2), 187-205.
• Hamilton, R., Thompson, D., Bone, S., Chaplin, L. N., Griskevicius, V., Goldsmith, K. & O’Guinn, T. (2019). The effects of scarcity on consumer decision journeys. Journal of the Academy of Marketing Science, 47(3).
• Hazée, S., Van Vaerenbergh, Y., & Armirotto, V. (2017). Co-creating service recovery after service failure: The role of brand equity. Journal of Business Research, 74, 101-109..
• Hellier, P. K., Geursen, G. M., Carr, R. A., & Rickard, J. A. (2003). Customer repurchase intention: A general structural equation model. European Journal of Marketing, 37(12,11).
• Hernández, B., Jiménez, J., & Martín, M. J. (2011). Age, gender and income: do they really moderate online shopping behaviour?. Online information review
• Hsu, M. H., Chang, C. M., & Chuang, L. W. (2015). Understanding the determinants of online repeat purchase intention and moderating role of habit: The case of online group-buying in Taiwan. International Journal of Information Management, 35(1), 45-56.
• Hsu, M. H., Chang, C. M., Chu, K. K., & Lee, Y. J. (2014). Determinants of repurchase intention in online group-buying: The perspectives of DeLone & McLean IS success model and trust. Computers in Human Behavior, 36, 234-245.
• Huang, L. C., Gao, M., & Hsu, P. F. (2019). A study on the effect of brand image on perceived value and repurchase intention in ecotourism industry. Ekoloji, 28(107), 283-287.
• Istanbulluoglu, D., & Sakman, E. (2019). Successful complaint handling on social media predicts increased repurchase intention: The roles of trust in company and propensity to trust. European Management Journal.
• Jackson, V., Stoel, L., & Brantley, A. (2011). Mall, attributes and shopping value: differences by gender and generational cohort. Journal of retailing and consumer services, 18, 1-9.
• Jacobson, J., Gunn, F., Hernandez, T., 2022. Stepping up as an essential service: grocery retailing and the COVID-19 pandemic in Canada. Int. Rev. Retail Distrib. Consum.Res. 1–20.
• Javed, M. K., & Wu, M. (2020). Effects of online retailer after delivery services on repurchase intention: An empirical analysis of customers’ past experience and future confidence with the retailer. Journal of Retailing and Consumer Services, 54, 101942.
• Kim, S. S. (2020). Purchase intention in the online open market: Do concerns for e-commerce really matter?. Sustainability, 12(3), 773.
• Kim, C., Galliers, R. D., Shin, N., Ryoo, J. H., & Kim, J. (2012). Factors influencing Internet shopping value and customer repurchase intention. Electronic commerce research and applications, 11(4), 374-387.
• Kim, Y. E., & YANG, H. C. (2020). The effects of perceived satisfaction level of high-involvement product choice attribute of millennial generation on repurchase intention: Moderating effect of gender difference. The Journal of Asian Finance, Economics and Business, 7(1), 131-140.
• Kumar, A., & Kashyap, A. K. (2022). Understanding the Factors Influencing Repurchase Intention in Online Shopping: A Meta-analytic Review. Vision, 09722629221107957.
• Konuk, F. A. (2018). The role of store image, perceived quality, trust and perceived value in predicting consumers’ purchase intentions towards organic private label food. Journal of Retailing and Consumer Services, 43, 304-310.
• Lavuri, R. (2021). Intrinsic factors affecting online impulsive shopping during the COVID-19 in emerging markets. International Journal of Emerging Markets.
• Lee, L., & Charles, V. (2021). The impact of consumers’ perceptions regarding the ethics of online retailers and promotional strategy on their repurchase intention. International Journal of Information Management, 57, 102264.
• Leonnard, S. E. (2017). The relationship of service quality, word-of-mouth, and repurchase intention in online transportation services. Journal of process management and new technologies, 5(4).
• Liao, Chechen , Hong-Nan Lin, Margaret Meiling Luo, and Sophea Chea. 2017. "Factors influencing online shoppers’ repurchase intentions: The roles of satisfaction and regret." Information & Management 54 (1): 651-668.
• Liang, L. J., Choi, H. C., & Joppe, M. (2018). Understanding repurchase intention of Airbnb consumers: perceived authenticity, electronic word-of-mouth, and price sensitivity. Journal of Travel & Tourism Marketing, 35(1), 73-89.
• Lin, C., & Lekhawipat, W. (2014). Factors affecting online repurchase intention. Industrial Management & Data Systems.
• Lin, A. Y. S., Huang, Y. T., & Lin, M. K. (2015). Customer-based brand equity: The evidence from China. Contemporary Management Research, 11(1).
• Lin, Jiabao, Yanmei Yan, and Shengjun Chen. "Understanding the impact of social commerce website technical features on repurchase intention: a Chinese guanxi perspective." Journal of Electronic Commerce Research 18.3 (2017): 225.
• Liu, F., Lim, E.T., Li, H., Tan, C.-W., Cyr, D., 2020. Disentangling utilitarian and hedonic consumption behavior in online shopping: an expectation disconfirmation perspective. Inf. Manag. 57 (3), 103199.
• Loh, Z., & Hassan, S. H. (2021). Consumers’ attitudes, perceived risks and perceived benefits towards repurchase intention of food truck products. British Food Journal.
• Majeed, M., Asare, C., Fatawu, A., & Abubakari, A. (2022). An analysis of the effects of customer satisfaction and engagement on social media on repurchase intention in the hospitality industry. Cogent Business & Management, 9(1), 2028331.
• Matute, J., Polo-Redondo, Y., & Utrillas, A. (2016). The influence of EWOM characteristics on online repurchase intention: Mediating roles of trust and perceived usefulness. Online Information Review.
• Micu, A. E., Bouzaabia, O., Bouzaabia, R., Micu, A., & Capatina, A. (2019). Online customer experience in e-retailing: implications for web entrepreneurship. International Entrepreneurship and Management Journal, 15(2), 651-675.
• Mouakket, S. (2015). Factors influencing continuance intention to use social network sites: The Facebook case. Computers in Human Behavior, 53, 102-110.
• Mou, J., Cui, Y., & Kurcz, K. (2020). Trust, risk and alternative website quality in B-buyer acceptance of cross-border E-commerce. Journal of Global Information Management (JGIM), 28(1).
• Muhajir, M. V., & Indarwati, T. A. (2021). The Effect of Corporate Social Responsibility (CSR), Food Quality, and Perceived Value on Repurchase Intention Through Customer Satisfaction as Intervening Variables in The Pandemi Covid-19 Era (Study On" Chatime" Bubble Drink Products). Journal of Business and Behavioural Entrepreneurship, 5(1), 60-77.
• Noyan, F., & Simsek, G. G. (2012). A partial least squares path model of repurchase intention of supermarket customers. Procedia-Social and Behavioral Sciences, 62, 921-926.
• Otero, C., & Wilson, G. P. (2018). Effects of brand love and brand equity on repurchase intentions of young consumers. International Review of Management and Marketing, 8(4), 7.
• Peña-García, N., Gil-Saura, I., Rodríguez-Orejuela, A., & Siqueira-Junior, J. R. (2020). Purchase intention and purchase behavior online: A cross-cultural approach. Heliyon, 6(6), e04284.
• Pham, Q. T., Tran, X. P., Misra, S., Maskeliūnas, R., & Damaševičius, R. (2018). Relationship between convenience, perceived value, and repurchase intention in online shopping in Vietnam. Sustainability, 10(1), 156.
• Pham, H., & Nguyen, T. (2019). The effect of website quality on repurchase intention with the mediation of perceived value: The case study of online travel agencies in Vietnam. Journal of Global Business Insights, 4(1), 78-91.
• Pitaloka, I. W., & Gumanti, T. A. (2019). The effects of brand equity on repurchase intention: The role of brand relationship quality in Muslim Wear Brand Surabaya-Indonesia. International Journal of Scientific and Technology Research, 8(1), 196-199.
• Praharjo, A., & Kusumawati, A. (2016). The impact of electronic word of mouth on repurchase intention mediated by brand loyalty and perceived risk. South East Asia Journal of Contemporary Business, Economics and Law, 11(2), 62-69.
• Prahiawan, W., Juliana, J., & Purba, J. T. (2021). The role of e-satisfaction, e word of mouth and e-trust on repurchase intention of online shop. Anser, MK, Tabash, MI, Nassani, AA, Aldakhil, AM, & Yousaf, (2021).
• Qibtiyah, D., Hurruyati, R., & Hendrayati, H. (2021, September). The Influence of Discount on Repurchase Intention. In 5th Global Conference on Business, Management and Entrepreneurship (GCBME 2020) (pp. 385-389). Atlantis Press.
• Rana, Sudhir, Arpan Anand, Sanjeev Prashar, and Moon Moon Haque. "A perspective on the positioning of Indian business schools post COVID-19 pandemic." International Journal of Emerging Markets (2020).
• Rafiq, M. R., Rai, I. H., & Hussain, S. (2020). The impact of logo shapes redesign on brand loyalty and repurchase intentions through brand attitude. International review of management and marketing, 10(5), 117.
• Rose, S., Clark, M., Samouel, P., & Hair, N. (2012). Online customer experience in e-retailing: an empirical model of antecedents and outcomes. Journal of retailing, 88(2), 308-322.
• Sandelowski, M., Voils, C.I. & Barroso, J. (2006). Defining and Designing Mixed
Research Synthesis Studies. Research in Schools, 13(1), 0–29
• Sari, N. N., Fauzi, A., & Rini, E. S. (2021). The effect of electronic word of mouth (e-wom) and brand image on repurchase intention moderated by brand trust in the Garuda Indonesia Airline. International Journal of Research and Review, 8(9), 81-91.
• Seber, V. (2019). The Effect of Interaction Via Social Media and Past Online Shopping Experience on Repurchase Intention Through Trust in Tokopedia Application Users in Surabaya. Warmadewa Management and Business Journal (WMBJ), 1(2), 71-92.
• Seo, K. H., & Lee, J. H. (2021). Understanding risk perception toward food safety in street food: The relationships among service quality, values, and repurchase intention. International Journal of Environmental Research and Public Health, 18(13), 6826.
• Shahjehan, A., & Qureshi, J. A. (2019). Personality and impulsive buying behaviors. A necessary condition analysis. Economic research-Ekonomska istraživanja, 32(1), 1060-1072.
• Shalehah, A., Trisno, I. L. O., Moslehpour, M., & Cor, P. K. L. (2019, July). The effect of Korean beauty product characteristics on brand loyalty and customer repurchase intention in Indonesia. In 2019 16th International Conference on Service Systems and Service Management (ICSSSM) (pp. 1-5). IEEE.
• Shaw, N., Eschenbrenner, B., & Baier, D. (2022). Online shopping continuance after COVID-19: A comparison of Canada, Germany and the United States. Journal of Retailing and Consumer Services, 69, 103100.
• Shin, J. I., Chung, K. H., Oh, J. S., & Lee, C. W. (2013). The effect of site quality on repurchase intention in Internet shopping through mediating variables: The case of university students in South Korea. International Journal of Information Management, 33(3), 453-463.
• Simanjuntak, M., Nur, H. R., Sartono, B., & Sabri, M. F. (2020). A general structural equation model of the emotions and repurchase intention in modern retail. Management Science Letters, 10(4), 801–814
• Strauss, Anselm L., & Corbin, Juliet. (1998). Basics of Qualitative Research: Techniques and Procedures for Developing Grounded Theory, 2nd Ed., Sage.
• Suhaily, L., & Soelasih, Y. (2017). What effects repurchase intention of online shopping. International Business Research, 10(12), 113-122.
• Sullivan, Y. W., & Kim, D. J. (2018). Assessing the effects of consumers’ product evaluations and trust on repurchase intention in e-commerce environments. International Journal of Information Management, 39, 199-219.
• Suryaningsih, I. B., Farida, L., Revanica, O., & Mawardi, A. A. K. (2019). The effect of coupon sales promotion, online customer review and perceived enjoyment on repurchase intention in e-commerce shopee.
• Tandon, U., Kiran, R., & Sah, A. N. (2017). Customer satisfaction as mediator between website service quality and repurchase intention: An emerging economy case. Service Science, 9(2), 106-120
• Tho, Nguyen Xuan, Min-Tsai Lai, and Huey Yan. "The effect of perceived risk on repurchase intention and word–of–mouth in the mobile telecommunication market: A case study from Vietnam." International Business Research 10.3 (2017): 8-19.
• Truong, D., Truong, M.D., 2022. How do customers change their purchasing behaviors during the COVID-19 pandemic? J. Retailing Consum. Serv. 102963-102963.
• Tsai, H. T., Chang, H. C., & Tsai, M. T. (2016). Predicting repurchase intention for online clothing brands in Taiwan: quality disconfirmation, satisfaction, and corporate social responsibility. Electronic Commerce Research, 16(3), 375-399.
• TÜRKMENDAĞ, T., & UYGUR, S. (2020). An investigation of the effect of perceived risk on repurchase intention in online vacation purchases. Turizm Akademik Dergisi, 7(2), 255-266.
• Utama, P. Y., Farida, N., Lestari, D., & Pinem, R. J. (2018). Effect of E-Satisfaction toward E-Repurchase Intention on E-Commerce Platform. In Proceedings of the 7th International Conference on Multidisciplinary Research (pp. 609-613).
• Vijay, T. S., Prashar, S., & Parsad, C. (2017). Role of shopping values and web atmospherics in e-satisfaction and repurchase intention. Journal of Internet Commerce, 16(1), 32-52.
• Waldron, T & Wetherbe, J (2020). Ensure That Your Customer Relationships Outlast Coronavirus. https://hbr.org/2020/04/ensure that your customer relationships-outlast coronavirus.
• Wang, H., Du, R., & Olsen, T. (2018). Feedback mechanisms and consumer satisfaction, trust and repurchase intention in online retail. Information Systems Management, 35(3), 201-219.
• Wijayajaya, H. R., & Astuti, S. T. (2018). The Effect of trust and brand image to repurchase intention in online shopping. KnE Social Sciences, 915-928.
• Wijayanto, G., & Komita, S. E. (2021). Pengaruh E-Satisfaction dan E-Trust terhadap Repurchase Intention Melalui E-Word of Mouth (E-Wom) sebagai Variabel Intervening E-Commerce Buka Lapak pada Generasi Millenial. Jurnal Ekonomi KIAT, 32(1).
• Wu, L. Y., Chen, K. Y., Chen, P. Y., & Cheng, S. L. (2014). Perceived value, transaction cost, and repurchase-intention in online shopping: A relational exchange perspective. Journal of business research, 67(1), 2768-2776
• Yasri, Y., Susanto, P., Hoque, M. E., & Gusti, M. A. (2020). Price perception and price appearance on repurchase intention of Gen Y: do brand experience and brand preference mediate?. Heliyon, 6(11), e05532.
• Yoopetch, C., Siriphan, P., & Chirapanda, S. (2021). Effects of Application Satisfaction, Promotions, Ease of Payment and Convenience on Intention to Repurchase Food Online. Journal of Hunan University Natural Sciences, 48(5).
• Yun-Tsan, L. S. C. C., & Chuan-Sheng, H. (2011). The impacts of brand equity, brand attachment, product involvement and repurchase intention on bicycle users. African Journal of Business Management, 5(14), 5910-5919.
• Zhou, Q., Xu, Z., & Yen, N. Y. (2019). User sentiment analysis based on social network information and its application in consumer reconstruction intention. Computers in Human Behavior, 100, 177-183.