The density of convenience stores in Taiwan is the highest in the world. In a convenience store context, this study attempts to examine the relationship between service quality, customer satisfaction and repurchase intention, as well as the impact of customer familiarity with employees on customer satisfaction and repurchase intention. The result indicated that expectation had direct effect on service quality. The result also showed that service quality was positively related to disconfirmation. As expected, there were interrelationships among service quality, satisfaction, and repurchase intention. Moreover, customer familiarity with employees had positive, direct influence on both satisfaction and repurchase intentions.
Li, Eldon Y.; Hsiao, Jerry Cheng-Chieh; Yang, Jean Ai-Jun; and Yen, HsiuJu Rebecca, "Examining the Antecedents of Repurchase Intention in Convenience Stores: A Perspective of Expectation-Disconfirmation Theory" (2009). ICEB 2009 Proceedings. 155.