scholarly journals Customer Satisfaction Assessment of E-Supply Chain Quality in Online Shopping: A Case Study

2020 ◽  
Author(s):  
Maryam Abdirad ◽  
Krishna Krishnan
Keyword(s):  
Supply Chain ◽  
Customer Satisfaction ◽  
Structural Equation ◽  
Online Shopping ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Key Factors ◽  
Proposed Model

The purpose of this study is to examine the influence of Services Quality (SQ) of E-Supply Chain (E-SC) on customer satisfaction (CS) in online shopping. After a comprehensive review of the literature, the key factors of E-SC, CS, and SQ identification were selected. Then, the proposed conceptual model was presented. To validate this model, the data was collected through a survey of 150 respondents to diagnose customers’ satisfaction including online customers of “Digikala” online websites in Iran. The model was examined based on the partial least square-structural (PLS). Sample data was analyzed using SPSS21 and PLS. The proposed model was validated using factor analysis and structural equation modeling techniques. The results indicated that E-supply chain management(E-SCM) has a direct impact on CS. The effect of SQ is also confirmed. There is a positive and significant relationship between E-SCM and CS, E-SCM and SQ, and also, SQ and CS (P> 0.05).

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 PENENTUAN STRATEGI RANTAI PASOK UMKM YANG KOMPETITIF BERDASARKAN LOGISTICAL-CROSSFUNCTIONAL DRIVERS: STUDI KASUS UMKM DI KABUPATEN JOMBANG – JAWA TIMUR

2021 ◽  
Vol 16 (1) ◽  
pp. 42-55
Author(s):  
Sumarsono Sumarsono ◽  
Nur Muflihah
Keyword(s):  
Supply Chain ◽  
Competitive Strategy ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Influence Coefficient ◽  
Good Prediction ◽  
Supply Chain Strategy

Pengembangan UMKM diperlukan, dengan cara penentuan strategi rantai pasok kompetitif. Penelitian ini bertujuan menentukan strategi rantai pasok UMKM yang kompetitif, dengan menganalisis kebaikan hasil prediksi, kemudian mengidentifikasi strategi kompetitif dari aspek fasilitas, inventori, transportasi (logistical drivers) dan dari aspek informasi, sourcing, pricing (crossfunctional drivers). Selanjutnya menganalis pengaruh tiap aspek tersebut terhadap strategi rantai pasok UMKM kompetitif. Desain penelitian menggunakan desain kuantitatif analitik, dengan data penelitian hasil survei dengan teknik purpose sampling, dan obyek studi kasus UMKM di Kabupaten Jombang Jawa Timur. Metode analisa data menggunakan Structural Equation Modelling-Partial Least Square (SEM-PLS). Hasil penelitian, bahwa kebaikan hasil prediksi berdasarkan evaluasi nilai R2 dan Q2 merupakan prediksi yang baik dan relevan untuk memprediksi. Selanjutnya hasil identifikasi strategi rantai pasok kompetitif dari aspek fasilitas, inventori, transportasi (logistical drivers) diketahui sekitar 30% sampai 40% UMKM yang memiliki arah strategi kompetitif. Kemudian dari aspek informasi, sourcing, pricing (crossfunctional drivers) diketahui sekitar 27%-33% UMKM dengan arah strategi kompetitif. Hasil analisis pengaruh aspek logistical-crossfunctional terhadap strategi rantai pasok UMKM yang kompetitif, disimpulkan semua aspek signifikan berpengaruh. Besarnya koefisien pengaruh terurut dari faktor fasilitas, sourcing, informasi, transportasi, inventori, dan pricing. Implementasi penelitian, dengan mengetahui jumlah UMKM belum kompetitif untuk selanjutnya agar dikembangkan, melalui penerapan prioritas urutan logistical-crossfunctional drivers. Abstract[Determining Competitive MSMEs Supply Chain Strategies Based on Logistical-Crossfunctional Drivers: A Case Study of MSMEs in Jombang Regency-East Java] The development of MSMEs are needed, by establishing a competitive supply chain strategy. This study aims to determine a competitive MSMEs supply chain strategy, by analyzing the goodness of the prediction, then identifying competitive strategies from the aspects of facilities, inventory, transportation (logistical drivers) and from the aspects of information, sourcing, pricing (cross-functional drivers). Furthermore, analyzing the influence of each of these aspects on the supply chain strategy of competitive MSMEs. The research design used a quantitative analytic design, with research data from the survey results using purposive sampling technique, and the object of the MSMEs case study in Jombang Regency, East Java. Methods of data analysis using Partial Least Square- Structural Equation Modeling (PLS-SEM). The results of the study, that the goodness of the prediction results based on evaluating the values of R2 and Q2is a good prediction and relevant to predict. Furthermore, the results of the identification of competitive supply chain strategies from the aspects of facilities, inventory, transportation (logistical drivers) are known that about 30% to 40% of MSMEs have a competitive strategy direction. Then from the aspect of information, sourcing, pricing (crossfunctional drivers), are known that about 27% -33% of MSMEs with a competitive strategy  direction.  Based on the analysis of the influence of each aspect of the supply chain strategy of competitive MSMEs, it is concluded that all aspects of logistical-cross-functional drivers are significant. The magnitude of the ordered influence coefficient is from the facilities, sourcing, information, transportation, inventory, and pricing. Research implementation, by knowing the number of MSMEs are not yet competitive, so that they are further developed, through the application of priority sequences of logistical-crossfunctional drivers.Keywords: Crossfunctional Drivers; Logistical Drivers; MSMEs Competitive Strategy; MSMEs Supply Chain; PLS-SEM

scholarly journals Examining the impact of E-Supply Chain on Service Quality and Customer Satisfaction: A Case Study

2021 ◽  
Author(s):  
Maryam Abdirad ◽  
Krishna Krishnan
Keyword(s):  
Supply Chain ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Online Shopping ◽  
Partial Least Square ◽  
Easy Access ◽  
Equation Modeling ◽  
Chain Process ◽  
Key Factors ◽  
The Impact

The purposes of this study are to introduce the concept of Service Quality (SQ) in E-Supply Chain Management (E-SCM) and its impact on increasing Customer Satisfaction (CS) and provide insightful enhancements to the literature. In addition, the paper also examines the influence of SQ of E-SCM on CS in online shopping. After a comprehensive literature review, four key factors for measuring the E-Supply Chain (Process Control, Interaction with Supplier, Management Support, and Focus on Customers), four key factors for measuring CS (Informing Customers, Attention to Customers’ Needs, Staff Performance Accuracy, and Easy Access to Services), and four factors for measuring the quality of identification services (Assurance, Accountability, Tangibility and Reliability) were selected. The proposed conceptual model was then presented. This model was validated by data collected through a survey of 150 respondents in order to identify customer satisfaction, including that of customers of online websites in Iran. The sample data was analyzed using SPSS21, after which the interrelationships between the model and factors were examined based on the Partial Least Square-Structural (PLS). Model fit indices were then calculated for the dataset. The proposed model was validated using factor analysis and structural equation modeling techniques. The results indicated that E-SCM has a direct impact on CS. The effect of SQ was also confirmed. A positive and significant relationship was identified between E-SCM and CS, E-SCM and SQ, as well as SQ and CS (P> 0.05). The first limitation was to convince respondents to cooperate with the researchers. The second one was the lack of research-related background due to the subject being relatively new. This study, to the best of the authors’ knowledge, is the first empirical analysis on the CS assessment of SQ of E-Supply Chain in online shopping. This important link to online shopping has rarely been explored. It is expected that by filling this gap, this study will help in strengthening online shopping, which needs a change in the marketing area.

scholarly journals Examining the impact of E-supply chain on service quality and customer satisfaction: a case study

2022 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Maryam Abdirad ◽  
Krishna Krishnan
Keyword(s):  
Supply Chain ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Online Shopping ◽  
Partial Least Square ◽  
Easy Access ◽  
Equation Modeling ◽  
Chain Process ◽  
Key Factors ◽  
Content Type

Purpose The purposes of this study are to introduce the concept of service quality (SQ) in E-Supply chain management (E-SCM) and its impact on increasing customer satisfaction (CS) and provide insightful enhancements to the literature. In addition, the paper also examines the influence of SQ of E-SCM on CS in online shopping. Design/methodology/approach After a comprehensive literature review, four key factors for measuring the E-Supply chain (process control, interaction with supplier, management support and focus on customers), four key factors for measuring CS (informing customers, attention to customers’ needs, staff performance accuracy and easy access to services) and four factors for measuring the quality of identification services (assurance, accountability, tangibility and reliability) were selected. The proposed conceptual model was then presented. This model was validated by data collected through a survey of 150 respondents to identify CS, including that of customers of online websites in Iran. The sample data was analyzed using SPSS21, after which the interrelationships between the model and factors were examined based on the partial least square-structural. Model fit indices were then calculated for the data set. The proposed model was validated by using factor analysis and structural equation modeling techniques. Findings The results indicated that E-SCM has a direct impact on CS. The effect of SQ was also confirmed. A positive and significant relationship was identified between E-SCM and CS, E-SCM and SQ, as well as SQ and CS (P> 0.05). Research limitations/implications The first limitation was to convince respondents to cooperate with the researchers. The second one was the lack of research-related background due to the subject being relatively new. Originality/value This study, to the best of the authors’ knowledge, is the first empirical analysis on the CS assessment of SQ of E-Supply Chain in online shopping. This important link to online shopping has rarely been explored. It is expected that by filling this gap, this study will help in strengthening online shopping, which needs a change in the marketing area.

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.

scholarly journals FACTORS INFLUENCING REPURCHASE INTENTION IN ONLINE SHOPPING CONTEXT: THE MEDIATING ROLE OF SATISFACTION

2018 ◽  
Vol 2 (1) ◽  
pp. 29-43
Author(s):  
Xin Jean Lim ◽  
Eugene Cheng-Xi Aw ◽  
Kenny Guan-Cheng Teoh
Keyword(s):  
Structural Equation ◽  
Online Shopping ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Future Research ◽  
Repurchase Intention ◽  
Performance Expectancy ◽  
Factors Influencing ◽  
Effort Expectancy

This study investigates the factors influencing repurchase intention in online shopping context.Self-efficacy and trust were integrated with Unified Theory of Acceptance and Use of Technology (UTAUT) components, namely performance expectancy and effort expectancy in explaining online repurchase intention. It was hypothesized that performance expectancy, effort expectancy, self-efficacy, and trust influence satisfaction and online repurchase intention. Satisfaction was posited to mediate the relationships between the proposed antecedents and online repurchase intention. 211 use able responses were collected through purposive sampling method and the data was analyzed using Partial Least Square Structural Equation Modeling (PLS-SEM). All proposed hypotheses were supported except the effects of effort expectancy and performance expectancy on online repurchase intention. All mediating effects of satisfaction proposed were found to be significant. Based on the findings, implications and future research directions were discussed.

scholarly journals The Effect of Ease of Transaction and Service Quality on Purchasing Decisions Mediated by Consumer Satisfaction (Studies on Okeped Jabodetabek Users).

2021 ◽  
Vol 19 (2) ◽  
pp. 33
Author(s):  
Melitina Tecoalu ◽  
Soegeng Wahyoedi ◽  
Edward Kustiawan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Purchasing Decisions ◽  
Purchasing Decision ◽  
Data Collection Process

This study aims to determine the effect of ease of transaction and service quality on customer satisfaction in purchasing decision making. In this study using a sample of 100 respondents using convience sampling non profitability. Data obtained through questionnaires, the data collection process in this study is Structural Equation Modeling (SEM) with the SmartPLS (Partial Least Square) 3.0 program to determine the relationship between the effect of Ease of Transaction, Service Quality on Purchasing Decisions and Consumer Satisfaction as a mediating variable.The results of the hypothesis that there are 4 accepted and 3 rejected after being tested by hypothesis testing is done using the probability value and the t statistic. So in the hypothesis acceptance criteria t-statistic> t-table. Ease of transaction affects customer satisfaction, so the hypothesis is accepted. Service quality affects customer satisfaction, so the hypothesis is accepted. Ease of transaction affects purchasing decisions, so the hypothesis is accepted. Service quality affects purchasing decisions, so the hypothesis is accepted. Consumer satisfaction has no effect on purchasing decisions, so the hypothesis is rejected. The service quality on purchasing decisions is not mediated by consumer satisfaction well so that the hypothesis is rejected. Ease of transaction on purchasing decisions is not mediated in consumer satisfaction well, so the hypothesis is rejected. In this study, it is explained that the purchasing decision is not well mediated by consumer satisfaction so that consumers who do not reach their expectations feel dissatisfied, which leads to not making purchasing decisions on Okeped.

scholarly journals The Effect of Trust on the Fishing Industry Supply Chain Performance in Rokan Hilir Regency Riau Province, Indonesia

2021 ◽  
Vol 934 (1) ◽  
pp. 012044
Author(s):  
E Yulinda ◽  
K Supian ◽  
M Saad
Keyword(s):  
Supply Chain ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Government Support ◽  
Equation Modeling ◽  
Supply Chain Performance ◽  
Fishing Industry ◽  
Financial Flow ◽  
The Relationship

Abstract This research was conducted in August-October 2020 in Rokan Hilir Regency, the largest central of the fishing industry in Riau Province, Indonesia. The research objective to analyse the effect of trust on the fishing industry supply chain performance in the regency. Respondents were set 270 fishing companies based on the Slovin formula. They were taken purposively in four fishing centres, namely Panipahan (Pasir Limau Kapas district), Bagansiapiapi (Bangko), Kubu Babussalam, and Sinaboi. Collecting data using a closed questionnaire, containing a number of statements measured by a 7-point Likert scale. The data collected includes trust (credibility, top management capability, and government support), and supply chain performance (smooth of goods flow, financial flow, and information flow). Data analysed using the Structural Equation Modeling-Partial Least Square (SEM-PLS) method with the help of SmartPLS 3.3 software. The results showed that the trust has a positive and significant effect on the fishing industry performance in Rokan Hilir. This happens because the relationship between fellow entities of fishing industry supply chain occurs based on trust. The relationship between fishing companies (fisherman) and tauke (fish collectors, agents, and exporters) is based on patron-client ties, while the relationship between fellow tauke is based on family/blood ties. Both types of relationships have existed for years.

scholarly journals Effect of eWOM, Ease of Use, Trust on Purchase Decision (Case Study on Blibli.com)

2021 ◽  
Vol 12 (3) ◽  
pp. 446
Author(s):  
Vivian Angel ◽  
Moses Natadirja
Keyword(s):  
Structural Equation ◽  
Sampling Technique ◽  
Sem Analysis ◽  
Ease Of Use ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Purchase Decisions ◽  
Positive Effect

<div class="WordSection1"><p><em>The purpose of this study was to determine: 1) Whether eWOM has a positive effect on purchase decisions, 2) Does Ease of Use have a positive effect on purchase decisions, 3) Does trust have a positive effect on purchase decisions. Data collection in this study was carried out using a questionnaire distributed online to Blibli users. The number of respondents used in this study is 100 respondents. The sampling technique used in this study is non-probability sampling by relying on judgmental sampling. Partial least square-structural equation modeling (PLS-SEM) analysis was performed using the SmartPLS 3.0 program to analyze the data. The findings of this study are that eWOM, Ease of Use and Trust have a positive effect on purchase decisions. The contribution of this research can provide input to the Blibli company to better maintain and manage ease of use, trust and electronic word of mouth so that Blibli users can use Blibli more freely and comfortably so that transactions carried out in Blibli can run more smoothly and safely, which is then will give Blibli an advantage as a player in Internet-based transaction systems because it is a fast paced industries that can change in a matter of time.</em></p></div><em><br clear="all" /></em>

scholarly journals ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI PENENTU BELANJA ONLINE

2020 ◽  
Vol 5 (2) ◽  
Author(s):  
Christian Aditya ◽  
Titik Kusmantini ◽  
Yuli Liestyana
Keyword(s):  
Significant Influence ◽  
Structural Equation ◽  
Quantitative Research ◽  
Online Shopping ◽  
Consumer Attitudes ◽  
Partial Least Square ◽  
Least Square ◽  
Internet Technology ◽  
Equation Modeling ◽  
Perceived Benefits

Online shopping is an activity of buying and selling by utilizing the development of internet technology. The higher level of online shopping consumers has led to the phenomenon of e-commerce, like Zalora and Lazada. Consumers of online shopping in Special Region of Yogyakarta conducting online shopping activities are influenced by factors such as perception of easy to use, perception of perceived benefits, perception of risk, trust, consumer attitudes and online shopping interests. The design of research is descriptive and quantitative research using incidental sampling method. Data collection technique is carried out by distributing questionnaires using Google forms with the number of samples studied is 155 respondents. In order to test the hypothesis, Structural Equation Modeling (SEM) is used with analysis technique based on Partial Least Square (PLS). The results of this study show that 1) There is a positive and significant effect of perception of easy to use on consumer attitudes, 2) There is a positive and significant effect of perception of perceived benefits on consumer attitudes, 3) There is a negative and insignificant effect of risk perception on consumer attitudes, 4) There is a positive and significant influence of trust on consumer attitudes, 5) There is a positive and significant influence of consumer attitudes on online shopping interest.

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