Title: Customer satisfaction and repurchase intent in the cellphone product-market among adolescents and young adults
Authors: Matti J. Haverila; Kai Haverila
Addresses: Schools of Business and Economics, Thompson Rivers University, 900 McGill Road, Kamloops, British Columbia V2C 0C8, Canada ' John Molson School of Business, Concordia University, 1450 Guy St., Montreal, Quebec H3H 0A1, Canada
Abstract: This research investigates the relationship of customer satisfaction, and repurchase intent in Finland, UAE, China, Canada and New Zealand. The ages of the respondents were between 14 and 25 years. The average age of respondents was 19.44. To meet the research objectives, a correlation analysis was performed in order to study the relationship of customer satisfaction and repurchase intent and to investigate the nonlinearity (as opposed to linearity) of the customer satisfaction and repurchase intent relationship, a combination of methods was used. The examination includes the impact of the background variables gender, age and country of residence. The results indicate that there is a strong and significant relationship between customer satisfaction and repurchase intent. It appears that gender and age does not change the form of this relationship, but country of residence does.
Keywords: customer satisfaction; repurchase intent; cellphones; brands.
International Journal of Business Excellence, 2022 Vol.28 No.2, pp.188 - 208
Received: 12 Sep 2019
Accepted: 22 Mar 2020
Published online: 12 Nov 2022 *