Antecedents of Intention to Repurchase in Travel Agencies with Physical and Virtual Stores

ABSTRACT

Objective: Identify the influence of perceived value (quality, emotion, price and reputation), trust (company and third parties) and the need for interaction in the repurchase intention, considering travel agencies in relation to physical and online stores. Methodology/Approach: A survey was carried out with 155 respondents. The statistical technique used was Structural Equation Modeling (SEM), through which the conceptual model was tested.Originality/Relevance In a competitive market environment and with the result of technologies and the incidence of the COVID-19, it is important to identify the elements that affect new purchases in players that have physical and virtual stores, as well as the users' preference.Results: The results suggest that the possibility of negotiations and knowledge about the company can be fundamental factors for the behavior of new purchases.Theoretical/Methodological contributions Elements related to price have a greater influence on repurchase intention in stores with physical format. The study shows that emotional aspects have a greater influence on repurchase intention in stores in the virtual format, in addition to suggesting that quality and trust in third parties are no longer a barrier in the virtual environment based on the repurchase behavior.