Journals Proceedings

Abstract

The article proposes a model that related material factors, affective factors, handling process factors to consumers’ repurchase intention, medicated by recovery satisfaction. Data was collected from students studying at a number of colleges and workers. A total of 400 questionnaires were distributed, of which 256 were successfully replied respondents, yielding a usable response rate of 64%. Multiple regression analyses were used for hypothesis testing. The results of the study show that complain frequency, perceived norms, perceived monitoring, perceived apology and ease of use of grievance channels have a significant impact on consumer's repurchase intention. In addition, the mediating impact of recovery satisfaction is partially supported. Suggestions for implications of the research and future research are also presented.