scholarly journals E-retailing ethics and its impact on customer satisfaction and repurchase intention

2016 ◽  
Vol 26 (1) ◽  
pp. 288-310 ◽  
Author(s):  
Ibrahim Elbeltagi ◽  
Gomaa Agag
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Mediating Effect ◽  
Comprehensive Model ◽  
Repurchase Intention ◽  
Online Retailing ◽  
Theoretical Understanding ◽  
Content Type ◽  
Online Consumers ◽  
The Relationship

Purpose – The theoretical understanding of online shopping behaviour has received much attention. Less focus has been given to online retailing ethics. Therefore, the purpose of this paper is to develop and test a comprehensive model of online retailing ethics. Design/methodology/approach – The study used a survey amongst a sample representative of universities across Egypt. In total, 310 questionnaire were collected and analysed using structure equation modelling using WarpPLS. Findings – The results indicate that the consumer perceptions of online retailing ethics (CPORE) as a second-order construct is composed of five constructs (security, privacy, non-deception, fulfilment/reliability, and service recovery) and strongly predictive of online consumer satisfaction. Furthermore, the authors find a significant mediating effect of trust, and commitment on the relationship between CPORE and customer satisfaction. The results also show that individualism had moderate effects on the relationship between CPORE and customer satisfaction. Contrary to expectations, power distance had no significant effect. Research limitations/implications – Despite the contributions of this study some research limitations need acknowledgment. First, this study employed a convenience sample. The authors encourage future studies to use random sampling of general consumers. The ethics literature identifies some factors which influence ethical judgments of consumers (e.g. sex, age, and education). Such research could identify how each variable, individually and cooperatively, impacts consumer ethical evaluations of online retailing. The authors did not collect data from non-internet shoppers because the focus of this study was online consumers referring to their latest purchase online. It may be an interesting extension, however, to test this conceptual model for other populations like non-online consumers. Originality/value – This study developed and empirically tested a comprehensive model of CPORE with its multidimensional constructs and evaluated its impact on both consumer satisfaction and repurchase intention via trust and commitment.

scholarly journals The mediating influence of service failure explanation on customer repurchase intention through customers satisfaction

2016 ◽  
Vol 8 (4) ◽  
pp. 516-535 ◽  
Author(s):  
Arun Kumar Tarofder ◽  
Seyed Rajab Nikhashemi ◽  
S.M. Ferdous Azam ◽  
Prashantini Selvantharan ◽  
Ahasanul Haque
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Service Failure ◽  
Mediating Effect ◽  
Primary Data ◽  
Repurchase Intention ◽  
Content Type ◽  
Practical Tool ◽  
Customer Purchases

Purpose The purpose of this paper is to examine the effect of explanation on customer satisfaction in the service failure stage. It seeks to better understand the dynamics of consumer repurchase intention through a mediating effect of customer satisfaction. Design/methodology/approach A structured questionnaire was e-mailed to collect the primary data. With three reminders, this study managed to obtain 322 responses from customers who complained about their internet service in Malaysia. Structural equation modelling techniques were applied to examine both direct and mediating effects between variables. Findings Results reveal that all four dimensions of explanation have significant partial mediating effect on repurchase intention through customer satisfaction. Results also disclose that there is no significant relationship between excuse and customer satisfaction in service failure. Among all dimensions, reference and apology have higher influence on repurchase intention through customer satisfaction. Research limitations/implications The results are particularly valuable for managers, as it supports the role of using explanation as a practical tool for fostering positive and profitable outcomes like repeat customer purchases. Practical implications The findings of this study will help organisations rethink their explanation strategies with the eye to foster greater customer repurchase intention. Originality/value The results are particularly valuable for managers, as they support the role of using explanation as a practical tool for fostering positive and profitable outcomes like repeat customer purchases.

Retaining talent by enhancing organizational prestige

2015 ◽  
Vol 44 (4) ◽  
pp. 454-469 ◽  
Author(s):  
Neerpal Rathi ◽  
Kidong Lee
Keyword(s):  
Affective Commitment ◽  
Turnover Intentions ◽  
Negative Relationship ◽  
Mediating Effect ◽  
Retail Sector ◽  
Theoretical Understanding ◽  
Content Type ◽  
Perceived External Prestige ◽  
The Impact ◽  
The Relationship

Purpose – The purpose of this paper is to investigate the impact of perceived external prestige on turnover intentions among retail employees in India. Moreover, this study aims to explore the mediating effect of affective commitment on the relationship between perceived external prestige and turnover intentions. Design/methodology/approach – This study is quantitative in nature. The data for the present study were collected from 186 employees working in various retail stores. Existing, established scales were used to measure the research constructs. Findings – The results of the study indicate a negative relationship between perceived external prestige and turnover intentions. A negative relationship was observed between affective commitment and turnover intentions. Moreover, affective commitment was observed to partially mediate the relationship between perceived external prestige and turnover intentions. Practical implications – This study provides valuable insights into understanding the significance of perceived external prestige in retaining employees working in the retail sector. Findings of the study indicate that adoption of non-conventional human resource strategies, like a focus on enhancing external prestige of the organization may be one of the ways to enhance employee commitment and reduce turnover intentions, and thus to retain employees in economies with highly mobile workforce. Originality/value – This research has investigated the significance of perceived external prestige in retaining employees in a context which is different, in several ways, from contexts where most of the previous research has been conducted. It, thus, contributes to current theoretical understanding about perceived external prestige and it impact on work attitudes.

scholarly journals Retailer's Innovative Differentiation Method Based on Customer Experience: Focusing Mediating Effect of Omni-channel Shopper Type

2017 ◽  
Vol 21 (2) ◽  
pp. 37 ◽  
Author(s):  
Sangmin Lee ◽  
Tae-seon Lim
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Customer Experience ◽  
Mediating Effect ◽  
Survey Questionnaire ◽  
Differentiation Method ◽  
Customer Attitude ◽  
Survey Responses ◽  
The Relationship

<p><strong>Purpose:</strong> The purpose of this study is to examine the relationship between customer satisfaction and customer attitude by focusing on the mediating effect of Omni-channel shopper type.</p><p><strong>Methodology/Approach:</strong> A survey questionnaire was conducted by the consumer who purchased fashion clothing at SPA brand store in Daegu, Korea. Total of 364 survey responses were collected for data analysis.</p><p><strong>Findings:</strong> The study found that customer experience has been stimulated by experiential providers. It was also found that customer experience positively influenced on store attitude.</p><p><strong>Research Limitation/implication:</strong> This study limited the retail stores to SPA brand stores. Therefore, there had limitation in generalizing the results of this study in other types of retail industry.</p><p><strong>Originality/Value of paper:</strong> The study will be of benefit to both the scholars and marketing practitioners in terms of moderating effect of Omni-channel shopper types on consumer satisfaction.</p>

What matters most in achieving customer satisfaction in banking? A study from the perspective of employee characteristics

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Wajeeha Aslam ◽  
Kashif Farhat ◽  
Imtiaz Arif ◽  
Chai Lee Goi
Keyword(s):  
Customer Satisfaction ◽  
Banking Industry ◽  
Employee Performance ◽  
Partial Least Square ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Content Type ◽  
And Performance ◽  
Employee Characteristics ◽  
The Relationship

PurposeThis study aims to identify the factors that influence customer satisfaction in the banking sector from the perspective of employee characteristics. More specifically, this study identifies the impact of employee etiquettes, employee performance, technical selling skills and customer-oriented behavior on customer satisfaction in the banking industry. The study also seeks to investigate the mediating effect of employee etiquettes, employee performance and technical selling skills on the relationship between customer satisfaction and customer-oriented behavior.Design/methodology/approachThe data were collected with the help of a Likert scale questionnaire from the active banking customers in Karachi, Pakistan, who visit bank branches once a month minimum. For 268 responses, partial least square-structural equation modeling (PLS-SEM) technique was employed for hypothesis testing.FindingsThe results showed a positive and significant relationship between customer-oriented behavior and employee etiquettes, technical selling skills and performance. The employee’s customer-oriented behavior, etiquettes, technical selling skills and performance were also found to be significantly related with customer satisfaction. Finally, the results revealed that technical selling skills, employee performance and employee etiquettes partially mediate the relationship between customer-oriented behavior and customer satisfaction.Practical implicationsIt is recommended that banking employees should adopt customer-oriented behavior in order to achieve and maintain customer satisfaction. The bank managers should also work on improving the etiquettes and performance of the employees and provide them detailed technical knowledge of the services and products offered by the bank.Originality/valueArguably, it is one of the first studies to examine the mediating effects of employees' technical selling skills and employees' performance on the relationship between customer orientation and customer satisfaction, specifically in the banking industry.

scholarly journals ANALISIS HUBUNGAN ANTARA KEPUASAN PELANGGAN DAN LOYALITAS PELANGGAN TERHADAP KEINGINAN PEMBELIAN ULANG, STUDI KASUS DI UNIVERSITAS BUNDA MULIA

2017 ◽  
Vol 5 (1) ◽  
Author(s):  
YB Andre
Keyword(s):  
Customer Satisfaction ◽  
Conceptual Model ◽  
Customer Loyalty ◽  
Consumer Satisfaction ◽  
Strong Relationship ◽  
The Body ◽  
Repurchase Intention ◽  
Body Of Knowledge ◽  
The Relationship ◽  
Students As Customers

<p>The purpose of this research is to obtain a better understanding of the relationship among customer satisfaction and customer loyalty to repurchase intention. One of the methods used in this paper is by surveying students (as customers) from 12 departements in Bunda Mulia University (UBM). The students have to fill in the questionnaires related to customer satisfaction, customer loyalty and repurchase intention concepts. A total of 232 students filled the questionnaires. The results support the conceptual model in demonstrating a strong relationship among customer satisfaction and customer loyalty to repurchase intention. One of the findings shows that the dimension of satisfaction does not directly support repuchase intention. This research adds to the body of knowledge related to customer satisfaction management.</p><p>Keywords : Consumer satisfaction, repurchase intention</p>

scholarly journals The role of service quality within Indonesian customers satisfaction and loyalty and its impact on Islamic banks

2019 ◽  
Vol 11 (1) ◽  
pp. 192-212 ◽  
Author(s):  
Nur Asnawi ◽  
Badri Munir Sukoco ◽  
Muhammad Asnan Fanani
Keyword(s):  
Service Quality ◽  
Consumer Satisfaction ◽  
Mediating Effect ◽  
Mediation Effect ◽  
Islamic Banks ◽  
Content Type ◽  
Conventional Banks ◽  
The Relationship ◽  
Islamic Values

Purpose Loyalty among customers is the baseline for services to use to grow and sustain their competitive advantage, particularly in the banking industry. There are two primary objectives of this research. First, this study aims to empirically test the Muslim Consumer Service Quality (MCSQ). Second, this study aims to test the mediating effect of Muslim Consumer Satisfaction (MCS) on the relationship between MCSQ and Muslim Consumer Loyalty (MCL) in Indonesian Islamic banks. Design/methodology/approach The proposed hypotheses were tested by collecting data from 280 Indonesian Islamic customers. The collected data were tested using PLS-Graph 3.0. Findings The findings indicate that MCSQ (consisting of Islamic values, Sharia compliance, honesty, modesty, humaneness and trustworthiness) positively influenced MCS and MCL significantly. Further, the results indicate that MCS partially mediates the influence of MCSQ on MCL. Research limitations/implications The data were mainly gathered in Indonesia and the model needs to be tested in other contexts. Furthermore, the questionnaire was distributed among the customers of Islamic banks, and future studies could compare it with the customers of conventional banks or dual account (Islamic and conventional bank) customers. Moreover, further studies should compare between the expectations and reality of the delivered services to understand the service quality gap, which this study did not measure. Practical implications The findings indicate that by measuring the service quality in the Islamic context of Islamic banks, such as MCSQ, the managers can design their services to specifically target their Muslim customers. Furthermore, customer satisfaction must be the focus for the bank’s managers when developing MCSQ to close the gap between the expectations and reality of the delivered services. Originality/value This study empirically tests the developed MCSQ in the context of Indonesian Islamic banks, which is expected to enrich the literature of service marketing. Furthermore, a partial mediation effect of MCS was identified on the influence of MCSQ on MCL, which few studies have discussed previously.

scholarly journals Consumer-based virtual brand personality (CBVBP), customer satisfaction and brand loyalty in the online banking industry

2017 ◽  
Vol 35 (3) ◽  
pp. 370-390 ◽  
Author(s):  
Khian Sin Ong ◽  
Bang Nguyen ◽  
Sharifah Faridah Syed Alwi
Keyword(s):  
Customer Satisfaction ◽  
Brand Loyalty ◽  
Consumer Satisfaction ◽  
Brand Personality ◽  
Online Banking ◽  
Survey Method ◽  
Brand Strategy ◽  
Mediating Effects ◽  
Content Type ◽  
The Relationship

Purpose The purpose of this paper is to develop and test a consumer-based virtual brand personality (CBVBP) concept by examining its sub-dimensions in the context of online banking, thus extending existing brand personality research. In addition, it examines the relationship between CBVBP with customer satisfaction and brand loyalty. Design/methodology/approach A survey method was employed and data were collected from 219 online banking users in Malaysia. A series of hypotheses were tested using both multiple and hierarchical regression analyses to determine the direct and mediating effects of CBVBP, customer satisfaction and brand loyalty. Findings The dimensions that comprise CBVBP are found to include Excitement, Sophistication and Competence. These dimensions help online bankers to strategise, communicate and position their online banking sites better in order to compete against other online banking services. The study confirmed positive relationships between CBVBP, customer satisfaction and brand loyalty. Specifically, in the online banking context, customer satisfaction partially mediates the relationship between CBVBP and brand loyalty, extending the current understanding of online branding, consumer satisfaction and brand loyalty. Originality/value The major contribution of this study lies in the development of the CBVBP concept and to study its direct and mediating effects with customer satisfaction and brand loyalty. The study emphasises the importance of measuring the virtual brand personality traits as part of an overall online banking brand strategy in the virtual environment in order to better understand how to position against competitors.

The impact of Islamic Shariah compliance on customer satisfaction in Islamic banking services: mediating role of service quality

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Selim Ahmed ◽  
Muhammad Mohiuddin ◽  
Mahfuzur Rahman ◽  
Kazi Md Tarique ◽  
Md. Azim
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Mediating Effect ◽  
Islamic Banking ◽  
Islamic Banks ◽  
Banking Services ◽  
Content Type ◽  
The Impact ◽  
The Relationship

Purpose The purpose of this paper is to investigate the impact of Islamic Shariah compliance on customer satisfaction through the mediating effect of service quality in Islamic banking services. Design/methodology/approach A total of 334 completed and usable questionnaires were collected from customers of Islamic banks in Bangladesh to test the hypotheses. The data were analyzed using SmartPLS 3. Findings The findings of this study indicate that Islamic Shariah compliance has a positive and significant influence on service quality and customer satisfaction of Islamic banking services. The research findings also indicate that service quality partially mediate the relationship between Islamic Shariah compliance and customer satisfaction of Islamic banking services. Research limitations/implications This study only emphasized on the Islamic banking services of Bangladesh and thus findings of the present study may not be applicable to other service areas. Practical implications The implications of the research are twofold. First, a strong standardized effect of Islamic Shariah compliance on service quality implies that customers are very sensitive to Shariah compliance related to Islamic banking services. Next, maintaining service quality is another crucial aspect to satisfy customers of Islamic banks. Quality of services will only be materialized when all the promises made by the bank function accordingly. Therefore, strategy makers of Islamic banks should assess the customer service quality and satisfaction regularly to improve the overall service experience of customers. Originality/value Limited studies have been conducted to investigate the mediating effect of service quality on the relationship between Shariah compliance and customer satisfaction in Islamic banking services. This study provides valuable insights to Islamic bank to integrate the service quality along with Shariah compliance to enhance customer satisfaction.

KEPUASAN KONSUMEN DITINJAU DARI KUALITAS PELAYANAN, STORE ATMOSPHERE DAN PROMOSI DI RUMAH MAKAN PONDOK JOWI SOLO

2020 ◽  
Vol 4 (02) ◽  
Author(s):  
Shofia Zulfa Amalina ◽  
Sri Hartono ◽  
Ratna Damayanti
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Likert Scale ◽  
The Relationship

The purpose of this study was to analyze the effect of whether or not the quality of service, store atmosphere and promotion of consumer satisfaction at Pondok Jowi Restaurant Solo. The population in this study were consumers of Pondok Jowi Solo Restaurant in January 2020 at May 2020 with a total of 14,030 people. The sampling techniquemismpurposive samplingm which is a sampling technique with certain considerations by taking 100 respondents. Data collection uses a Likert scale questionnaire to measure respondents' answers to identify the relationship between service quality, store atmosphere and promotion of customer satisfaction. The results show that service quality, store atmosphere and promotion have a simultaneous and significant effect on customer satisfaction, servicei quality has assignificant effect on customer satisfaction, store atmosphere has a significant effect on customer satisfaction, and promotion has significant effect on customer satisfaction. Keywords: Service quality, Store atmosphere, Promotion, Consumer satisfaction

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