Short answer

Prioritize the holistic customer journey, ensuring that every interaction, whether digital or physical, contributes positively to perceived value and fosters strong brand trust to secure repeat business.

Field: Innovation & Markets
Source: PLoS ONE (2025)
Method: Quantitative research using structural equation modeling.
Sample: 305 participants
Evidence: Strong effect

Integrating online and in-store experiences effectively builds perceived value and brand trust, which are critical drivers of customer repurchase intentions in competitive markets. This innovation & markets research insight is drawn from a 2025 study published in PLoS ONE. Using Quantitative research using structural equation modeling. with 305 participants, researchers explored how this design variable affects real-world outcomes. The key design takeaway: Prioritize the holistic customer journey, ensuring that every interaction, whether digital or physical, contributes positively to perceived value and fosters strong brand trust to secure repeat business.

Study

Innovation & MarketsNew This WeekStrong effect

Omni-channel retail success hinges on perceived value and brand trust, driving repurchase intentions.

Integrating online and in-store experiences effectively builds perceived value and brand trust, which are critical drivers of customer repurchase intentions in competitive markets.

PLoS ONE · 2025

Key Findings

01Social media, store atmosphere, merchandise quality, service quality, and price perception significantly influence perceived value.
02Perceived value mediates the relationship between retail experience factors and customer satisfaction and brand trust.
03Customer satisfaction and brand trust positively impact repurchase intentions.

Application

Design takeaway

How to apply

Evaluate and enhance the consistency of brand messaging and customer experience across all channels, from social media campaigns to in-store layouts and staff interactions.

Project actions

01When designing an omni-channel strategy, consider how each touchpoint contributes to the overall perceived value.
02Measure customer satisfaction and brand trust as key indicators of the success of your omni-channel efforts.

Method & Evidence

AimHow do social media, store atmosphere, merchandise quality, service quality, and price perception influence repurchase intentions in an omni-channel retail context, mediated by perceived value, customer satisfaction, and brand trust?

MethodQuantitative research using structural equation modeling.

ProcedureAn online questionnaire was administered to consumers to gather data on their perceptions of various retail elements and their repurchase intentions. Statistical analyses, including factor analysis and confirmatory factor analysis, were performed to validate the data, followed by structural equation modeling to test the proposed framework.

Sample305 participants

ContextOmni-channel retail in Shandong, China.

Variables

IV["Social media presence","Store atmosphere","Merchandise quality","Service quality","Price perception"]

DV["Repurchase intentions"]

CV["Age","Gender","Income levels"]

Strengths & Limitations

Strengths

+Utilizes structural equation modeling for robust analysis of complex relationships.
+Considers multiple factors influencing customer behavior in an omni-channel context.

Limitations

Generalizability to other cultural contexts or different types of retail might be limited. The study's focus on specific demographic and geographic factors needs consideration.

Reliability & validity

The use of established statistical methods like factor analysis and SEM contributes to the reliability and validity of the findings, though further cross-validation in different contexts would strengthen them.

Think critically

To what extent can the findings regarding perceived value, customer satisfaction, and brand trust be generalized to markets with different cultural norms and levels of digital adoption?

Design Principles

"The integrated omni-channel experience is a key driver of customer loyalty and repurchase intention."

Understanding the interplay between different retail channels and customer perceptions is vital for developing robust omni-channel strategies. By optimizing elements like store atmosphere, social media engagement, and service quality, businesses can foster greater customer loyalty and repeat purchases.

What This Means for Your Design

Making online and physical stores work well together, and making sure customers feel good about the price, quality, and service, helps them trust the brand and want to buy again.

How to use in your project

1.Use this research to justify the importance of an integrated customer experience in your design project, especially if it involves multiple platforms or channels.

Add to My Project

Quick Cite

Paragraph starter

This study highlights that a successful omni-channel retail strategy requires a deliberate design of customer touchpoints to enhance perceived value and build brand trust, ultimately driving repurchase intentions. By integrating social media, store atmosphere, merchandise quality, service quality, and price perception, businesses can foster customer satisfaction and loyalty.

Source

PLoS ONE

How does in-store and online shopping experiences influence repurchase intentions in Shandong, China? Roles of perceived value, brand trust, and customer satisfaction

journal · 2025

View source

Questions About This Research

What does the research say about omni-channel retail success hinges on perceived value and brand trust, driving repurchase intentions?: Prioritize the holistic customer journey, ensuring that every interaction, whether digital or physical, contributes positively to perceived value and fosters strong brand trust to secure repeat business. Evidence: PLoS ONE (2025).
Why does "Omni-channel retail success hinges on perceived value and brand trust, driving repurchase intentions." matter for design?: Understanding the interplay between different retail channels and customer perceptions is vital for developing robust omni-channel strategies. By optimizing elements like store atmosphere, social media engagement, and service quality, businesses can foster greater customer loyalty and repeat purchases.
How can designers apply this research?: Prioritize the holistic customer journey, ensuring that every interaction, whether digital or physical, contributes positively to perceived value and fosters strong brand trust to secure repeat business.
What were the main findings?: Social media, store atmosphere, merchandise quality, service quality, and price perception significantly influence perceived value.. Perceived value mediates the relationship between retail experience factors and customer satisfaction and brand trust.. Customer satisfaction and brand trust positively impact repurchase intentions.
What research method was used?: Quantitative research using structural equation modeling. with 305 participants.
How strong is the evidence?: Evidence strength is rated Strong effect, based on a 2025 journal from PLoS ONE.
What should I do differently in my next project?: Evaluate and enhance the consistency of brand messaging and customer experience across all channels, from social media campaigns to in-store layouts and staff interactions.
What are the limitations?: The study was conducted in a specific region of China, and findings may not be universally generalizable. The reliance on self-reported data could introduce biases.