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RE-CALIBRATING NEXT NORMAL CUSTOMER RELATIONSHIP FOR REPURCHASE IN ONLINE GROCERY SHOPPING

Dewi Tamara et al.

EPH-International Journal of Business & Management Science2023https://doi.org/10.53555/eijbms.v7i4.127article
ABDC C
Weight
0.38

What the paper says

Purpose – This study aims to identify key experiences driving customer’s online grocery shopping behavioural outcomes for repurchase intention and intention to stay. Methodology – Using disproportionate random sampling method continued with cross-sectional method, 250 useful samples from customers who experienced online grocery shopping during pandemic, were tested one time. Findings – The study confirmed a clear shift from traditional to online grocery shopping during pandemic, revealing customer service, delivery service, online shopping experiences and customer satisfaction were key experiences driving customers’ repurchase intention and intention to switch, while product experience was not supported. Practical implications – for sustainable future, industry players should be adaptive to COVID-19 crisis by recalibrating their relationships Originality/ value – responding to the call for recalibrating customer relationship, this research paper establishing online grocery shopping clear shift with customer experiences as key drivers driving customers experiences, expectations, repurchase intentions and intention to switch, both in positive and negative manner, during pandemic covid-19.

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https://doi.org/https://doi.org/10.53555/eijbms.v7i4.127

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@article{dewi2023,
  title        = {{RE-CALIBRATING NEXT NORMAL CUSTOMER RELATIONSHIP FOR REPURCHASE IN ONLINE GROCERY SHOPPING}},
  author       = {Dewi Tamara et al.},
  journal      = {EPH-International Journal of Business & Management Science},
  year         = {2023},
  doi          = {https://doi.org/https://doi.org/10.53555/eijbms.v7i4.127},
}

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RE-CALIBRATING NEXT NORMAL CUSTOMER RELATIONSHIP FOR REPURCHASE IN ONLINE GROCERY SHOPPING

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Evidence weight

0.38

Balanced mode · F 0.40 / M 0.15 / V 0.05 / R 0.40

F · citation impact0.09 × 0.4 = 0.03
M · momentum0.80 × 0.15 = 0.12
V · venue signal0.50 × 0.05 = 0.03
R · text relevance †0.50 × 0.4 = 0.20

† Text relevance is estimated at 0.50 on the detail page — for your query’s actual relevance score, open this paper from a search result.