PERCEIVED INTERACTIONAL FAIRNESS AND REPEAT PURCHASE INTENTION OF EATERY CUSTOMERS IN PORT HARCOURT

Abstract

This study sought to determine the connection between perceived interactional fairness and repeat purchase intention of eatery customers in Port Harcourt. The study used respectfulness, truthfulness, propriety and justification as indicators of perceived interactional fairness. An explanatory research design was adopted, while a questionnaire served as the research instrument. The Spearman’s rank order correlation served as the test statistic, relying on SPSS version 20.0. The study observed that perceived interactional fairness relates positively and significantly with repeat purchase intention. The study thus concludes that repeat purchase intention depends on the truthfulness, respectfulness, propriety and justification with which service employees in the surveyed eateries interact with customers; and recommend that eateries in Port Harcourt that seek to secure the repeat business of customers should train and encourage their customer-facing employees to adorn their interaction with customers with truthfulness,
respectfulness, propriety and justification.