An Investigation of Repurchase Intentions in the Banking Industry: What Reason Do They Return?. (January 2022)

• Record Type: Journal Article
• Authors: Sohaib, Muhammad
• Is Part Of: SAGE Open. Volume 12:Number 1(2022)
• Publication Date: 2022-01
• Subjects: relationship quality -- switching cost -- repurchase intentions -- banking industry; Social sciences -- Periodicals; 300.5
• DOI: 10.1177/21582440211067228
• Languages: English
• ISSNs: 2158-2440

Abstract

In an increasingly competitive market, customer retention is imperative for businesses in the services sector, particularly banks. This study aims to understand how relationship quality as second-order impacts repurchase intentions based on the Theory of Repurchase Decision Making (TRD). The switching cost moderating role is addressed. The model was validated using empirical data from Pakistan. A regression modeling was adopted to measure the research hypotheses that underpinned a proposed conceptual model. Results show that relationship quality positively and significantly influences the repurchase intentions. Switching cost determined to be a moderator between relationship quality and repurchase intentions. The implication is that services industry professionals should not overlook the importance of relationship quality and switching costs, as they have a significant impact on repurchase intentions.