The role of interactivity on customer engagement in mobile e-commerce applications

2021 ◽  
pp. 147078532110274
Author(s):  
Ami Fitri Utami ◽  
Irwan Adi Ekaputra ◽  
Arnold Japutra ◽  
Sebastiaan Van Doorn
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Structural Equation ◽  
Service System ◽  
Customer Engagement ◽  
Equation Modeling ◽  
Detailed Understanding ◽  
Engagement Behavior ◽  
Multi Stakeholder

This research investigates the role of interactivity and service quality toward customer engagement (i.e., co-developing, influencing, augmenting, mobilizing) in the context of mobile e-commerce applications (apps). Based on a survey of 717 mobile e-commerce app users in Indonesia, the study utilizes a quantitative approach using Partial Least Squares-Structural Equation Modeling (PLS-SEM) to test the conceptual framework. The findings show that interactivity positively related to all forms of customer engagement behavior (i.e., co-developing, influencing, augmenting, mobilizing), and service quality moderates the relationships between interactivity on augmenting and mobilizing. This study offers a more detailed understanding of the role of interactivity and service quality in each dimension of customer engagement. As such, this study complements prior insights on value co-creation in a multi-stakeholder service system.

scholarly journals Peran Kualitas Layanan dan Kepercayaan Dalam Membangun Kepuasan dan Loyalitas Pelanggan

KEBERLANJUTAN ◽  
2020 ◽  
Vol 5 (2) ◽  
pp. 157
Author(s):  
Zahra Fakhrana
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Sampling Technique ◽  
Equation Modeling ◽  
Purposive Sampling ◽  
Customer Satisfaction And Loyalty

This study aims to understand the role of service quality and trust in developing customer satisfaction and loyalty at JNE Margonda, Depok. The research is used as a quantitative approach. Respondents are 127 people who were taken by purposive sampling technique. This study uses Structural Equation Modeling (SEM) with Lisrel 8.80 applications for analyzing the data. All three hypotheses are accepted, and the data supports the model. H1: service quality has a positive and significant effect on customer satisfaction. H2: Trust has a positive and significant impact on customer satisfaction. H3: Customer satisfaction has a positive and significant effect on customer loyalty. The Conclusion: (1) The high quality of service from JNE Margonda Depok increases customer satisfaction (2) If trust in JNE Margonda Depok is high, then higher customer satisfaction will be higher too; (3) Respondents who feel satisfied when using JNE Margonda services will be more loyal to JNE Margonda Depok ABSTRAKPenelitian ini bertujuan untuk mengetahui pengaruh kualitas layanan dan kepercayaan terhadap kepuasan dan loyalitas pelanggan JNE Margonda, Depok. Penelitian dilakukan dengan pendekatan kuantitatif. Responden sejumlah 127 orang yang diambil dengan teknik purposive sampling. Analisis data menggunakan Structural Equation Modeling (SEM) dengan aplikasi Lisrel 8.80. Tiga hipotesis penelitian ini diterima semua, data mendukung model. H1: Kualitas layanan memiliki pengaruh positif dan signifikan terhadap kepuasan pelanggan. H2: Kepercayaan memiliki pengaruh positif dan signifikan terhadap kepuasan pelanggan. H3: Kepuasan pelanggan memiliki pengaruh positif dan signifikan terhadap loyalitas pelanggan. Kesimpulan : (1) Kualitas layanan yang tinggi dari JNE Margonda Depok meningkatkan kepuasan pelanggan; (2) Semakin percaya responden terhadap JNE Margonda Depok akan semakin tinggi pula  kepuasan pelanggannya; 3) Kepuasan yang tinggi dari pelanggan akan membuat pelanggan semakin loyal terhadap JNE Margonda Depok

scholarly journals Perceived Sustainability and Customer Engagement in the Online Shopping Environment: The Rational and Emotional Perspectives

2020 ◽  
Vol 12 (7) ◽  
pp. 2674 ◽  
Author(s):  
Xiao Chen ◽  
Xiaojing Sun ◽  
Dongwei Yan ◽  
Decheng Wen
Keyword(s):  
Structural Equation Modeling ◽  
Structural Equation ◽  
Online Shopping ◽  
Conceptual Models ◽  
Customer Relationships ◽  
Customer Engagement ◽  
Equation Modeling ◽  
Short And Long Term

As increasing numbers of customers pay attention to product and service sustainability when shopping online, more and more firms in the online market engage in promoting perceived sustainability to establish close customer relationships. Prior studies implied the effects of perceived sustainability on transactional customer relationships, however, the role of perceived sustainability in influencing nontransactional customer relationships has received little attention. Drawing on existing conceptual models, this study aimed at exploring the effects of perceived sustainability on rational and emotional customer engagement (CE) in the online shopping environment. The data were collected through a questionnaire survey in China. Using the partial least squares (PLS) approach-based structural equation modeling (SEM) method, the authors found that perceived sustainability positively affects the two CE orientations through influencing short- and long-term transactional attitudes (satisfaction and commitment). A strong interrelationship between rational and emotional CE was also found. This is the first study presenting empirical evidence of the effects of perceived sustainability on nontransactional customer relationships from the rational and emotional perspectives. It also provides critical implications for online sellers in designing engagement programs.

Exploring the antecedents of loyalty in the context of multi-channel banking

2017 ◽  
Vol 35 (2) ◽  
pp. 174-186 ◽  
Author(s):  
Dhananjay Bapat
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Structural Equation ◽  
Ease Of Use ◽  
Equation Modeling ◽  
Perceived Ease Of Use ◽  
Content Type ◽  
Bank Branches ◽  
Service Quality Evaluation

Purpose The purpose of this paper is to assess the antecedent of satisfaction and loyalty in the context of a multi-channel banking environment. Multi-channel banking involves both branch and electronic banking channels through which the customers interact with the bank. Design/methodology/approach The study involved a customer survey of 229 respondents, which used a convenience sampling approach through intercepts and interviews held at bank branches. A structured questionnaire was used, and data were analyzed using structural equation modeling. Findings While examining factors such as perceived ease of use, branch service quality evaluation, satisfaction, and loyalty, it is observed, using structural equation modeling, that perceived ease of use and branch service quality are antecedents to satisfaction and satisfaction positively affects the loyalty. Originality/value Although it is realized that digital banking will positively influence loyalty, the role of branch service quality cannot be ignored. The role played by the ease of use is higher than branch service quality evaluations.

scholarly journals The Role of Consumer Satisfaction in Mediating Service Quality and Brand Image on Consumer Loyalty

SENTRALISASI ◽  
2020 ◽  
Vol 9 (2) ◽  
pp. 108
Author(s):  
Ramdani Bayu Putra ◽  
Fitri Yeni ◽  
Hasmaynelis Fitri ◽  
Noftalia Hutapea
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Brand Image ◽  
Equation Modeling ◽  
Consumer Loyalty

Tujuan dari penelitian ini adalah untuk menganalisis peran kepuasan kerja dalam memediasi pengaruh kualitas layanan dan citra merek terhadap loyalitas konsumen di Toko Sepatu Padang Holic. Populasi dan sampel penelitian adalah 80 konsumen Holic Shoes Shop Padang. Teknik pengumpulan sampel menggunakan metode sensus dengan model penelitian Structural Equation Modeling (SEM) dengan alat uji analisis menggunakan perangkat lunak SmartPLS 3. Hasil penelitian menyimpulkan bahwa kualitas layanan dan kepuasan pelanggan adalah faktor yang mempengaruhi loyalitas pelanggan. Sedangkan citra merek bukan merupakan faktor yang dapat mempengaruhi dan menentukan loyalitas pelanggan. Temuan lain juga menunjukkan bahwa kualitas layanan juga merupakan faktor yang mempengaruhi kepuasan pelanggan, sedangkan citra merek masih merupakan faktor yang tidak mempengaruhi kepuasan konsumen. Untuk efek tidak langsung, kualitas layanan mempengaruhi loyalitas pelanggan melalui kepuasan pelanggan sementara citra merek tidak memiliki pengaruh yang signifikan terhadap loyalitas pelanggan melalui kepuasan pelanggan. The purpose of this study is to analyze the role of job satisfaction in mediating the effect of service quality and brand image on consumer loyalty at the Holic Padang Shoe Store. The population and sample of the study were 80 consumers of Holic Padang Shoes Shop. The sample collection technique is used the census method with Structural Equation Modeling (SEM) research models with SmartPLS software tools. The results of the study concluded that service quality and customer satisfaction are factors that influence customer loyalty. While brand image is not a factor that can influence and determine customer loyalty. Other findings also indicate that service quality is also a factor influencing customer satisfaction, while brand image is still a factor that does not affect consumer satisfaction. For indirect effects, service quality affects customer loyalty through customer satisfaction while brand image does not have a significant effect on customer loyalty through customer satisfaction.

scholarly journals PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS NASABAH BANK SYARIAH DENGAN KEPUASAN NASABAH SEBAGAI VARIABEL INTERVENING

2017 ◽  
Vol 3 (1) ◽  
pp. 26
Author(s):  
Muhammad Zakiy Ishak ◽  
Evrita Putri Azzahroh
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Modeling ◽  
Islamic Banks ◽  
Quality Service ◽  
Islamic Bank

This research aims to examine the role of customer satisfaction as a mediating variable to connecting service quality to customer loyalty in Islamic Banks. This study also tested compliance as the dimension for measure quality service in Islamic Bank. This research was conducted in five Islamic Banks which are in Indonesia. Data were collected using a questionnaire, distributed through are online and offline to the Islamic Bank customer. There are 100 questionnaires were successfully collected and analyzed using Structural Equation Modeling (SEM) to test the hypothesis with the application of Smart-PLS 3.0. the result of this study indicate that customer satisfaction is able to mediate (full mediation) in influence the service quality to customer loyalty in Islamic Banks. Penelitian ini bertujuan untuk menguji peran variabel pemediasi yaitu kepuasan nasabah yang menghubungkan antara kualitas layanan dengan loyalitas nasabah Bank Syariah. Penelitian ini juga menguji dimensi pengukuran yang dikhususkan untuk mengukur kualitas layanan dari Bank Syariah yaitu compliance. Penelitian ini dilakukan di 5 Bank Syariah yang berada di Indonesia. Data dikumpulkan menggunakan kuesioner, didistribusikan melalui online dan fisik ke nasabah Bank Syariah. Sebanyak 100 kuesioner berhasil dikumpulkan dan dianalisis menggunakan Structural Equation Modeling (SEM) untuk menguji hipotesis dengan aplikasi Smart-PLS 3.0. Hasil penelitian ini menunjukkan bahwa kepuasan nasabah mampu memediasi secara penuh (full mediation) pengaruh kualitas layanan terhadap loyalitas nasabah Bank Syariah.

scholarly journals Do Good, Have Good: A Mechanism of Fostering Customer Pro-Environmental Behaviors

2021 ◽  
Vol 13 (7) ◽  
pp. 3781 ◽  
Author(s):  
Nabeel Younus Ansari ◽  
Temoor Anjum ◽  
Muhammad Farrukh ◽  
Petra Heidler
Keyword(s):  
Corporate Social Responsibility ◽  
Structural Equation Modeling ◽  
Structural Equation ◽  
Customer Engagement ◽  
Equation Modeling ◽  
Environmental Behaviors ◽  
Research Findings ◽  
Corporate Social ◽  
The Relationship

This paper aims to investigate the role of corporate social responsibility (CSR) in fostering customer’s pro-environmental behavior (PEBs) through customer engagement (CE). Data collected from the hotel customers were analyzed through structural equation modeling. The present research findings reveal the significant role of CSR activities in positively influencing customer PEBs. Moreover, the results also suggest the mediation of CE in the relationship between CSR and customer PEBs. The current research findings offer significant implications that can be employed in developing a result-oriented marketing strategy in CSR activities that contribute to environmental protection and sustainability.

Impulsivity and Aggression: A Meta-analysis Using the UPPS Model of Impulsivity

2019 ◽  
Author(s):  
Konrad Bresin
Keyword(s):  
Structural Equation Modeling ◽  
Sensation Seeking ◽  
Structural Equation ◽  
Meta Analysis ◽  
The Other ◽  
Equation Modeling ◽  
Negative Urgency ◽  
Two Stage ◽  
Trait Impulsivity

Trait impulsivity has long been proposed to play a role in aggression, but the results across studies have been mixed. One possible explanation for the mixed results is that impulsivity is a multifaceted construct and some, but not all, facets are related to aggression. The goal of the current meta-analysis was to determine the relation between the different facets of impulsivity (i.e., negative urgency, positive urgency, lack of premeditation, lack of perseverance, and sensation seeking) and aggression. The results from 93 papers with 105 unique samples (N = 36, 215) showed significant and small-to-medium correlations between each facet of impulsivity and aggression across several different forms of aggression, with more impulsivity being associated with more aggression. Moreover, negative urgency (r = .24, 95% [.18, .29]), positive urgency (r = .34, 95% [.19, .44]), and lack of premeditation (r = .23, 95% [.20, .26]) had significantly stronger associations with aggression than the other scales (rs < .18). Two-stage meta-analytic structural equation modeling showed that these effects were not due to overlap among facets of impulsivity. These results help advance the field of aggression research by clarifying the role of impulsivity and may be of interest to researchers and practitioners in several disciplines.

Analisis Peranan Kepuasan Dan Komitmen Sebagai Perantara Pengaruh Kualitas Jasa Tutorial Online Terhadap Loyalitas Mahasiswa

2018 ◽  
Vol 9 (2) ◽  
pp. 18-32
Author(s):  
Andy Mulyana ◽  
Devi Ayuni
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Positive Influence ◽  
Management Program ◽  
Equation Modeling ◽  
Online Tutorial ◽  
Student Loyalty ◽  
The Relationship ◽  
Positive Effect

This study aims to evaluate the role of satisfaction and commitment as mediating the effect of service quality on student loyalty as the user of Open University's Online Tutorial. Based on data analysis on student of Management program 229 as respondents with Structural Equation Modeling (SEM), this study found the relationship between: (1) positive influence of service quality to satisfaction and loyalty of students using tuton; (2) the positive effect of satisfaction on student loyalty using tuton; (3) satisfaction is a mediator between service quality and loyalty of students using tuton. Conversely, commitment has no positive effect on student loyalty as a tuton user. In addition, commitment does not mediates the effect of satisfaction on the loyalty of tuton users. Keywords: service quality, satisfaction, commitment, loyalty

How can organizations foster job crafting behaviors and thriving at work?

2020 ◽  
pp. 1-18
Author(s):  
Sari Mansour ◽  
Diane-Gabrielle Tremblay
Keyword(s):  
Structural Equation Modeling ◽  
Structural Equation ◽  
Job Demands ◽  
Social Resources ◽  
Job Crafting ◽  
Equation Modeling ◽  
Bootstrap Analysis ◽  
Mediating Role ◽  
Thriving At Work

Abstract This study investigates whether the perceived opportunity to craft (POC) is related to job crafting (JC) strategies and whether these strategies are related to thriving at work, in terms of both vitality and learning. It aims to verify the mediating role of JC between POC and thriving. Data were collected from 424 accounting professionals in Canada. The structural equation modeling based on bootstrap analysis was used to test mediation. The results indicate that POC is positively related to increasing structural and social resources and challenging job demands and negatively to decreasing hindering job demands. They reveal that increasing structural and social resources enhances learning and mediates the relation between POC and vitality and learning, as do challenging job demands, whereas decreasing hindering job demands does not. This study is one of the first to confirm that POC influences vitality and learning via JC behaviors as mediators.

scholarly journals EIMECA: A Proposal for a Model of Environmental Collective Action

2021 ◽  
Vol 13 (11) ◽  
pp. 5935
Author(s):  
Beatriz Carmona-Moya ◽  
Antonia Calvo-Salguero ◽  
María-del-Carmen Aguilar-Luzón
Keyword(s):  
Structural Equation Modeling ◽  
Collective Action ◽  
Research Agenda ◽  
Structural Equation ◽  
Equation Modeling ◽  
Environmental Identity ◽  
Group Efficacy ◽  
Action Model ◽  
Identity Model

The deterioration and destruction of the environment is becoming more and more considerable and greater efforts are needed to stop it. To accomplish this feat, all members of society must identify with solving environmental problems, environmental collective action being one of the most relevant means of doing so. From this perspective, the analysis of the psychosocial factors that lead to participation in environmental collective action emerges as a priority objective in the research agenda. Thus, the aim of this study is to examine the role of “environmental identity”, as conceptualized by Clayton, as a central axis for explaining environmental collective action. The inclusion of the latter in the theoretical framework of the SIMCA (social identity model of collective action) model gives rise to the model that we have called EIMECA (environmental identity model of environmental collective action). Two studies were conducted (344 and 720 participants, respectively), and structural equation modeling was used. The results reveal that environmental identity and a variety of negative emotional affects, as well as group efficacy, accompanied by hope for a simultaneous additive effect, are critical when it comes to predicting environmental collective action.

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