Modelling repurchase intention among smartphones users in Nigeria

Simon Ayo Adekunle · Jones Oghenemega Ejechi

53 citations0/0 files storedJournal of Modelling in Management

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Technology Adoption and User Behaviour Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence

Abstract

Purpose This study aims to model repurchase intention among smartphones users by using structural equation modelling. The model was used to determine the impact of service quality measured by convenience, functionality and perceived usefulness on users’ satisfaction and repurchase intention. The study also examined the mediating role of users’ satisfaction on repurchase intention. Design/methodology/approach A survey research design was adopted to gather data used for this study through questionnaire administration. In total, 500 copies of the questionnaire were administered to smartphones users in Nigeria, and 486 copies of the questionnaire were found usable for data analyses. The data obtained were analysed using different statistical tools such as mean, standard deviation, correlation, confirmatory factor analysis and structural equation modelling through the use of Analysis of Moment Structures software. Findings The study revealed that users’ satisfaction is significantly influenced by convenience, functionality and perceived usefulness. Similarly, repurchase intention is significantly impacted by perceived usefulness. The results further showed that there is a positive and statistically significant relationship between users’ satisfaction and repurchase intention. However, convenience and functionality were found to have positive but statistically insignificant relationship with repurchase intention. Originality/value This study contributes to the emerging discourse on the perception of smartphone users with respect to convenience, functionality, perceived usefulness, satisfaction and repurchase intention in the Nigerian context. It presents a latest attempt and useful insights on the service quality–users’ satisfaction–repurchase intention nexus among smartphone users in Nigeria.

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References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error 1988On the Evaluation of Structural Equation Models 1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1996The Behavioral Consequences of Service Quality 1999Whence Consumer Loyalty?2000Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments 2010Satisfaction: a behavioral perspective on the consumer

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2022Factors affecting young customers’ smartphone purchase intention during Covid-19 pandemic 2020A deep hybrid learning model for customer repurchase behavior 2021Amalgamation of Customer Relationship Management and Data Analytics in Different Business Sectors—A Systematic Literature Review 2020Role of consumer satisfaction in mediating effect of product quality on repurchase intention 2023‘Stimuli Are All Around’—The Influence of Offline and Online Servicescapes in Customer Satisfaction and Repurchase Intention

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