The System Quality and Customer Satisfaction with Website Quality as Mediator in Online Purchasing: A Developing Country Perspectives

2021 ◽  
pp. 2516600X2199194
Author(s):  
Anil Kumar ◽  
Suman Lata
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Positive Impact ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Future Research ◽  
System Quality ◽  
Website Quality ◽  
The Impact

The present era sees an increasing trend of online purchasing all over the globe, and India is no more an exception. India is likely to become the hub for online market because it is second in terms of population in the world. The study is an effort to understand whether system quality really matters for customer satisfaction, particularly in developing countries, and the website quality works as a mediator or not. The study proposes the theoretical framework of the impact of system quality on customer satisfaction after a rigor literature review. With the help of purposive sampling, data were collected and model tested using partial least square structural equation modeling (PLS-SEM). The results show that system quality and website quality have a direct and positive impact on customer satisfaction and website quality partially mediated. Based on these empirical findings, managerial implications, limitations, and recommendations for further future research are given in the study.

scholarly journals Organizational changes, trust and information sharing: an empirical study

2019 ◽  
Vol 71 (5) ◽  
pp. 677-692
Author(s):  
Farhan Ahmad ◽  
Isto Huvila
Keyword(s):  
Information Sharing ◽  
Structural Equation ◽  
Positive Impact ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Organizational Changes ◽  
Multinational Organization ◽  
Content Type ◽  
The Impact

Purpose While there is relatively plenty of evidence for the positive impact of communication on the perceptions of organizational change, how organizational changes affect information sharing is relatively unknown. The purpose of this paper is to investigate if a favorable perception of ongoing organizational changes has a positive impact on information sharing and whether trust mediates this relationship. Design/methodology/approach A questionnaire (n=317) was administered to the employees of a large Finnish multinational organization. Partial least square structural equation modeling was used to test the hypotheses based on earlier research findings. Findings The results show that a positive perception of recent organizational changes improves information sharing both directly and indirectly, mediated by trust. Consequently, when changes are perceived negatively, employees recoil from information sharing which is known to have negative implications for organizations. Research limitations/implications Data were collected in a single organization. The nature of the specific changes in the studied organization and its particularities undoubtedly had an effect on respondents’ perceptions. Originality/value This paper contributes to organizational information management research by elaborating on the relationship between organizational changes and interpersonal information sharing between employees. To the authors’ knowledge, this is the first quantitative study confirming the impact of the perception of organizational changes on employee information-sharing behavior.

PARTIAL LEAST SQUARE ANALYSIS OF IMPACT OF PROMOTION ON PURCHASE INTENTION CONSUMER TRUST AS MEDIATION

2021 ◽  
Vol 9 (1) ◽  
pp. 54
Author(s):  
Vivi Iswanti Nursyirwan
Keyword(s):  
Purchase Intention ◽  
Structural Equation ◽  
Positive Impact ◽  
Research Output ◽  
Purchase Intentions ◽  
Partial Least Square ◽  
Least Square ◽  
Consumer Trust ◽  
Equation Modeling ◽  
The Impact

The purpose of this study is to assess the impact of promotion on consumer trust, the impact of promotion on consumer purchase intentions, the impact of consumer trust on purchase intentions, and the impact of promotion on purchase intentions with consumer trust as a mediating variable. This research is a case study on Shopee e-commerce, with the research population being Shopee visitors in 2019, as many as 90.7 million. Determination of the sample by purposive as many as 100 people. This study is different from several previous studies which only examined the effect of independent variables on the dependent variable. The novelty of this research is to present a mediating variable. The approach used in data analysis using Structural Equation Modeling with Partial Least Square. The research output explains that in Shopee e-commerce there is a significant positive impact at the 10% real level for promotional variables on consumer trust, as well as promotion on purchase intention, the same results are also shown for the impact of consumer trust on purchase intention, as well as on promotional variables on purchase intention with consumer trust as a mediating variable.

The Study of Customer Satisfaction of Shopee Customers In Malaysia

2021 ◽  
Vol 1 (2) ◽  
pp. 30-44
Author(s):  
Kah Boon Lim ◽  
Yeo Sook Fern ◽  
Hardave Singh Kler A/l Bhajan Singh
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Online Shopping ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Electronic Word Of Mouth ◽  
Website Quality

The main objective of this study is to investigate the factors affect customer satisfaction level among Shopee customers in Malaysia. A set of self-administered questionnaires has been distributed to 200 targeted Shopee users in three states of Malaysia which are Johor, Melaka and Selangor. The five independent variables, which are price, trust, electronic word of mouth, website quality and security have been tested on their relationship towards the dependent variable, which is consumer satisfaction towards online shopping platform, Shopee in Malaysia. The collected data were keyed into SPSS version 25 and followed by using Partial Least Square Structural Equation Modeling (PLS-SEM 3.2.8) to assess the hypothesis. The result of this research given the feedbacks where trust, electronic word of mouth and website quality have significant effect towards consumers satisfaction on Shopee in Malaysia. However, price and security does not show a significant relationship with Shopee’s consumer satisfaction. In conclusion, this study helps to better understand the consumer satisfaction of Shopee’s online shopping services in Malaysia.

scholarly journals The Impact of Negative Emotions on Switching Decisions: A Sample of Student Who Studying at University of Labour and Social Affairs, Ho Chi Minh campus (ULSA2)

2020 ◽  
Author(s):  
Bui Hoang Ngoc
Keyword(s):  
Structural Equation ◽  
Positive Impact ◽  
Negative Emotions ◽  
Negative Word ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
The University ◽  
The Impact ◽  
Social Affairs

Negative emotions are the result of unpleasant experiences when using a product or service. In education, the low-level of negative emotions are "early warning signals" about student confidence in a diminished university. At a higher level, negative emotions can lead to a variety of coping behaviors such as complaints, sharing a negative word of mount, and switching intention. The study employed the Partial Least Square - Structural Equation Modeling to analyze the relationship between negative emotions and switching decisions in a sample of 374 students who are studying at the University of Labour and Social Affairs, Ho Chi Minh campus (ULSA2). The empirical revealed that there is a positive impact of anger, frustration on the complaint, and negative word of mount. Result of the research are references to university managers in policy planning.

scholarly journals Analysis of the Effect of E-Service Quality, Website Quality, Mobile Application Quality on Customer Satisfaction (Case Study at Shopee and Tokopedia)

2020 ◽  
Vol 5 (9) ◽  
pp. 278-288
Author(s):  
Naim . ◽  
Dr. Wahyu Hari Haji ◽  
S.Kom., MM
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Mobile Apps ◽  
Descriptive Analysis ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Online Questionnaire ◽  
Website Quality

E-commerce competition in Indonesia is highly competitive. Shopee and Tokopedia, as the two most extensive e-commerce services in Indonesia, have high promotion costs for user acquisition. In order for high promotion costs to be effective, high customer satisfaction is essential. This study aims to find the influence and relationship between e-Service Quality, Mobile Quality Apps website quality on Marketplace Shopee customer satisfaction, and Tokopedia. The object of this study is users who have used the Shopee or Tokopedia marketplace, both through the Website and Apps (apps), and live in Indonesia. A total of 400 respondents participated in this study, 200 respondents filled in the Tokopedia online questionnaire, and 200 respondents filled the Shopee questionnaire. Data analysis was performed using descriptive analysis, pivot tables, and statistical analysis using the Structural Equation Modeling (SEM) - Partial Least Square method and processed using Smart PLS 3.0. The results showed that e-Service Quality, Website Quality and Mobile apps quality had a positive and significant effect on Customer Satisfaction, both in the Shopee marketplace and the Tokopedia marketplace.

scholarly journals Determinan Loyalitas Konsumen Situs Tokopedia Di Jakarta

2021 ◽  
Vol 3 (4) ◽  
pp. 893
Author(s):  
Alfan Kurniawan John Franklyn ◽  
Cokki Cokki
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Website Quality ◽  
Convenience Sampling ◽  
Data Collection Technique

The purpose of this study was to examine the effect of website quality on customer loyalty, directly and indirectly through trust and customer satisfaction. The population of this study was 140 Tokopedia website customers in Jakarta. The data collection technique used is convenience sampling by distributing online questionnaires. Data analysis used the Partial Least Square-Structural Equation Modeling (PLS-SEM) technique. The results of this study are website quality, trust, and customer satisfaction affect customer loyalty directly and indirectly.Tujuan dari penelitian ini adalah untuk menguji pengaruh dari variabel kualitas situs terhadap variabel loyalitas konsumen melalui variabel kepercayaan dan kepuasan konsumen. Populasi dari penelitian ini adalah 140 pengguna situs Tokopedia di Jakarta yang dipilih dengan menggunakan convenience sampling. Data diambil dengan menggunakan kuesioner daring dan diolah menggunakan Partial Least Square-Structural Equation Modeling (PLS-SEM). Hasil penelitian ini adalah variabel loyalitas konsumen dipengaruhi secara positif oleh variabel kualitas situs, kepercayaan, dan kepuasan konsumen.

scholarly journals Brain Drain in Higher Education. The Impact of Job Stress and Workload on Turnover Intention and the Mediating Role of Job Satisfaction at Universities

2021 ◽  
Vol 6 (3) ◽  
pp. 1-8
Author(s):  
Rao Tahir Anees ◽  
Petra Heidler ◽  
Luigi Pio Leonardo Cavaliere ◽  
Nordiana Ahmad Nordin
Keyword(s):  
Job Satisfaction ◽  
Job Stress ◽  
Turnover Intention ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Future Research ◽  
The Impact

This study seeks to determine the impact of job stress and workload on turnover intention along with the mediation role of job satisfaction. A total of 140 academics and management personnel participated in this study’s survey. A partial least square structural equation modeling was used for data analysis. The results show that job stress and workload have a positive effect on turnover intention, while job satisfaction mediates the relationship between job stress, workload, and turnover intention. Future research could adapt and adopt the herein used methodology and research topic to other countries or in other industries.

Analysis of Natural Resources and Environment, Politico-Economic Conditions and their influences on Tourist Behavioural Intentions in Hunza: Mediating effect of Tourist Satisfaction

2020 ◽  
Vol 4 (4) ◽  
pp. 55-74
Author(s):  
Faqeer Muhammad ◽  
Kifayat Ullah ◽  
Rehmat Karim
Keyword(s):  
Natural Resources ◽  
Structural Equation ◽  
Positive Impact ◽  
Partial Least Square ◽  
Least Square ◽  
Mediating Effect ◽  
Economic Conditions ◽  
Primary Data ◽  
Equation Modeling ◽  
Tourist Satisfaction

This study aims to explore the influence of Natural Resources and Environment (NRE), Politico-Economic Conditions (PEC) on Tourist Behavioral Intension (TBI) in Hunza, Pakistan. The study further investigates the mediating role of Tourist Satisfaction (TS) on the given variables. Partial Least Square Structural Equation Modeling (PLS-SEM) technique has been applied to conceptualize the research frame and to test the proposed hypotheses. Primary data was collected by using convenient sampling technique for analysis from 220 tourists who visited tourism nucleus sites of Hunza. The finding of the study reveals that Natural resources and Environment, Politico-and Economic Conditions have a significant positive impact on Tourist’s Behavioral Intensions. Moreover, Tourist’s Satisfaction partially mediates the positive relationships among Natural Resources and Environment, Political & Economic Conditions and Tourist’s Behavioral Intensions. The findings of the study extend the understanding that presence of natural resources along with healthy environment and stable political & economic conditions of a destination are the key determinants for sustainable tourism development.

scholarly journals Application of Blockchain for Supply Chain Financing: Explaining the Drivers Using SEM

2021 ◽  
Vol 7 (3) ◽  
pp. 167
Author(s):  
Mohammad Rokibul Kabir ◽  
Md. Aminul Islam ◽  
Marniati ◽  
Herawati
Keyword(s):  
Supply Chain ◽  
Technology Acceptance ◽  
Structural Equation ◽  
Research Work ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Innovation Research ◽  
Supply Chain Financing ◽  
The Impact

Owing to the lack of research in emerging Asian nations, this research aimed to unearth the determinants of blockchain acceptance for supply chain financing by a Bangladeshi financing company called IPDC. Centred on a technology acceptance framework called UTAUT (unified theory of acceptance and use of technology) and open innovation research, an expanded model with a mediating variable is developed for this study. This research work employs the deductive inference method in conjunction with the positivism paradigm. A structural questionnaire was used to gather data, which were then processed through Smart-PLS (partial least square) for SEM (structural equation modeling). The survey includes all the people who are directly or indirectly involved in the supply chain financing platform of IPDC. The study consists of seven direct hypotheses and one mediating hypothesis. The results show that all the direct hypotheses except the impact of social influence on the behavioural intention to use (BINTU) blockchain are significant. The mediating hypothesis indicating the role of BINTU in the relationship between facilitating conditions (FCON) and the actual use of blockchain is also supported. FCON and BINTU together explain 88.7% variation in blockchain use behaviour for supply chain financing. The research advances past findings by employing an expanded UTAUT framework and validating observations with the other relevant studies throughout the world.

Customer satisfaction with sommelier services of upscale Chinese restaurants in Hong Kong

2019 ◽  
Vol 31 (4) ◽  
pp. 532-554 ◽  
Author(s):  
Tommy Lau ◽  
Man Lai Cheung ◽  
Guilherme D. Pires ◽  
Carol Chan
Keyword(s):  
Hong Kong ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Positive Impact ◽  
Partial Least Square ◽  
Least Square ◽  
Survey Method ◽  
Content Type ◽  
The Impact

Purpose The abolishment of the wine tax in Hong Kong has led to increased wine consumption and increased demand for wine-related professionals, such as sommeliers. Yet the importance of sommeliers’ value-adding performance in the context of upscale Chinese restaurants has not been examined. To address this gap, the SERVQUAL framework is adopted to examine the influence of sommeliers’ service quality (SQ) on customer satisfaction (CS) and loyalty in the context of upscale Chinese restaurants in Hong Kong. Design/methodology/approach The survey method is used to collect data from 302 units of the population of interest, partial least square-structural equation modelling (PLS-SEM) is used to test the links between constructs. Findings Four of the seven dimensions of sommeliers’ service quality, namely, empathy, tangibles, credibility and assurance, have a significant positive impact on customer satisfaction and customer loyalty, whereas the impact of perceived value and responsiveness on customer satisfaction and customer loyalty is positive but only marginally significant. Reliability has a weak and non-significant impact on customer satisfaction and customer loyalty. Research limitations/implications Examining a small number of upscale Chinese restaurants in Hong Kong limits generalisation of the findings to other contexts. Replication of the research in different contexts will enhance generalizability. In terms of implications, the discussion highlights the importance of sommeliers’ service performance on customers’ SQ perceptions SQ, CS and loyalty, all of which are important variables for restaurateurs. Originality/value To the best of the authors’ knowledge, this is the first study of the influence of the quality of sommelier’s SQ on CS and loyalty in upscale Chinese restaurants in Hong Kong. Given the lack of attention to this service role in the literature, the study contributes theory from which further understanding can develop.

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