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An investigation on important factors influencing customer repurchase: A case study of Airline agencies

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Author(s): Naser Azad | Mohammadreza Rahimi Shamsabadi

Journal: Management Science Letters
ISSN 1923-9335

Volume: 2;
Issue: 3;
Start page: 781;
Date: 2012;
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Keywords: Customer satisfaction | Customer fidelity | Repurchase | Trust | E-commerce

ABSTRACT
During the past few years, there has been an increase trend on purchasing via internet, which indicates a steady growth on this internet service. There are different advantages on e-purchase services such as availability of usage, fast and reliable services, etc. The purpose of this survey is to investigate on different influencing factors on customer's fidelity on purchasing air ticket from different agencies located in Tehran, Iran. The Cronbach Alpha validates our results. The proposed conceptual model of this paper is estimated using multi-variable regression model and the results indicate that direct factors influence customer satisfaction, significantly. The results indicate that while customer perception does not have any relationship with repurchase but it has direct relationship with customer's perception and trust.
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