Role of Store Exit Touchpoints in Shaping Consumer Experience and Repurchase Intention

Abstract

This study investigates how key exit experiential factors, including efficient checkout processes, employee farewell interactions, cleanliness and security at exit points, and post-purchase engagement influence consumer satisfaction and repurchase intention. Using data collected from 302 respondents via a structured questionnaire, the research applies structural equation modelling to test the proposed relationships. The findings reveal that operational efficiency, interpersonal warmth, and a clean, secure exit environment significantly enhance consumer satisfaction, which in turn drives repurchase intention. By integrating operational, interpersonal, environmental and post-purchase elements into a unified framework, the study offers a holistic view of the exit experience. The results yield both short-term and long-term managerial implications for improving customer experience in physical retail settings.