Testing customer’s knowledge on customer intimacy and its impact on repurchase intention
VINE Journal of Information and Knowledge Management Systems
ISSN: 2059-5891
Article publication date: 11 November 2019
Issue publication date: 11 November 2019
Abstract
Purpose
The purpose of this paper is testing customer’s knowledge on customer intimacy and its impact on repurchase intention, specifically to Bank Muamalat’s customers in Jakarta, Indonesia.
Design/methodology/approach
This research was conducted at sharia bank with research subject that is a customer of Bank Muamalat reasons to choose Bank Muamalat as a representative of other sharia banks as a place of research because it is the first sharia bank in Indonesia and more experienced in implementing sharia practices. The branch offices approved as research sites are only seven branch offices (Panglima Polim, Slipi, Tanah Abang, Kemayoran, Mangga Dua, Buaran and Kalimalang) in five areas of DKI Jakarta (Central Jakarta, West Jakarta, South Jakarta, East Jakarta and North Jakarta). Respondents at the seven branch offices are considered to represent customers of Bank Muamalat in the area of Jakarta. Data were collected from August to December 2017.
Findings
High customer knowledge is able to encourage customer intimacy, and high customer intimacy is also able to encourage repurchase intention. On the other hand, it was found that customer knowledge was not directly able to increase the intention of repeat purchase. However, from the mediation test (indirect effect) is seen with high customer knowledge, supported by the high customer intimacy, it can indirectly increase the high repurchasing intention.
Originality/value
Originality is seen from testing the mediation effect of customer intimacy on the influence of customer knowledge on purchase intentions. Furthermore, inconsistencies put the customer’s familiarity with familiarity, and familiarity with the intention of repeat purchase, are re-examined in the context of sharia banks. It is assumed the test results will be different if done in different countries and institutions.
Keywords
Acknowledgements
Retraction Notice: The publishers of VINE Journal of Information and Knowledge Management Systems wish to retract the article “Testing customer’s knowledge on customer intimacy and its impact on repurchase intention” by Liza Nora, which appeared in Volume 49, Issue 4, 2019. It has come to our attention that large portions of this article were taken, without attribution, from a previously published article: Nora, L. (2019), “Trust, commitment, and customer knowledge: Clarifying relational commitments and linking them to repurchasing intentions”, Management Decision, Vol. 57 No. 11, pp. 3134-3158. https://doi.org/10.1108/MD-10-2017-0923. Despite numerous attempts to contact the author, the journal has received no response; the response of the authors would be gratefully received. VINE Journal of Information and Knowledge Management Systems submission guidelines make it clear that articles must be original and must not infringe any existing copyright. The publishers of the journal sincerely apologise to the readers.
Citation
Nora, L. (2019), "Testing customer’s knowledge on customer intimacy and its impact on repurchase intention", VINE Journal of Information and Knowledge Management Systems, Vol. 49 No. 4, pp. 594-608. https://doi.org/10.1108/VJIKMS-03-2019-0041
Publisher
:Emerald Publishing Limited
Copyright © 2019, Emerald Publishing Limited