scholarly journals Customer Loyalty as an Impact of Perceived Usefulness to Grab Users, Mediated by Customer Satisfaction and Moderated by Perceived Ease of Use

2021 ◽  
Vol 12 (1) ◽  
pp. 31-39
Author(s):  
Rakha Hendra Maryanto ◽  
Thomas Stefanus Kaihatu
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Process Model ◽  
Reliability And Validity ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Perceived Ease Of Use ◽  
Business Application ◽  
Technological Acceptance Model ◽  
The Impact

The development of Internet users in Indonesia increases quite rapidly each year. This phenomenon makes new online-based businesses increase. Even when the data show that Grab has got the market share in Indonesia, business competition is ubiquitous. The research analyzed the impact of perceived usefulness and customer satisfaction on customer loyalty in Grab users. It also studied the impact of perceived usefulness on customer satisfaction and the customer satisfaction (moderated by perceived ease of use) as a mediator between perceived usefulness and customer loyalty. Perceived usefulness and perceived ease of use were dimensions of the Technological Acceptance Model (TAM), which influenced the user's choice of application usage. The phenomenon of interest in the research was Grab, as an online-based business application on smartphones. The research used quantitative approach. About 204 samples from 250 respondents were obtained using purposive sampling with questionnaires in Surabaya. The measurement used the 7-category of the Likert scale and adapted from the previous researches. For data analysis, the research used Hayes’s PROCESS model 7, and the reliability and validity tests were also conducted. The results show that all hypotheses are supported. Perceived usefulness influences customer satisfaction and customer loyalty positively. Then, customer satisfaction and perceived ease of use can work well as the mediator and moderator. These results contribute to the strategy formulation for business sustainability by Grab or other online-based businesses.

scholarly journals Pengaruh Persepsi Manfaat, Persepsi Kemudahan, Fitur Layanan Dan Kepercayaan Terhadap Tingkat Kepuasan Pelanggan Linkaja Di Indonesia

2020 ◽  
Vol 4 (2) ◽  
pp. 200-209
Author(s):  
Findy Meileny ◽  
Tri Indra Wijaksana
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Multiple Linear Regression ◽  
Descriptive Analysis ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Perceived Ease Of Use ◽  
The Impact

The study was conducted to knows the impact of Perceived Usefulness, Perceived Ease of Use, Service Features, and Trust on LinkAja's Customer Satisfaction in Indonesia. Data collection in this study is done with questionnaires and data analysis is using quantitative analysis. This research uses purposive sampling kind of non-probability sampling technique and coonsist of 100 respondents. The analysis tools in this study used SPSS version 20. This research uses The Multiple Linear Regression Analysis Test and descriptive analysis. Result of this study describes that Perceived Usefulness (X1), Perceived Ease of Use (X2), Service Features (X3), Trust (X4), and Customer Satisfaction (Y) are in the poor category. While result of multiple linear regression in this study can be conducted the impact of Perceived Usefulness (X1), Perceived Ease of Use (X2), Service Features (X3), Trust (X4) has a positive and significant influence of LinkAja's Customer Satisfaction (Y) both partial and simultaneous.The other results obtained variables that influence LinkAja’s Customer Satisfaction in Indonesia is trust variable, it means the better the trust of the customer, the level of customer satisfaction will increase. Thus, companies must always strive to improve customer trust.

scholarly journals Technological Development and Its Impact on Student Reception of a Campus Radio

2017 ◽  
Vol 7 (1) ◽  
pp. 103
Author(s):  
Shafizan Mohamed ◽  
Saodah Wok ◽  
Mahaman Lahabou
Keyword(s):  
Quantitative Research ◽  
Technological Development ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Survey Method ◽  
Audience Reception ◽  
Perceived Ease Of Use ◽  
Technological Acceptance Model ◽  
Acceptance Model ◽  
The Impact

In 2011, a study was conducted to look at students’ reception of IIUM.FM, a newly launched online campus radio. Using the Technological Acceptance Model (TAM), the study found that factors such as perceived ease of use, perceived usefulness, and attitude highly influenced audience reception of the online radio. In 2016, a corresponding study, closely based on the original 2011 study was conducted to chart and identify how technological changes and developments have further affected the radio listeners today and whether the factors that determined listenership in 2011 still apply in 2016. The study employed a quantitative research design using the survey method and the questionnaire as the research instrument. A total of 238 respondents were sampled for 2011 and 271 respondents for 2016. Results from the comparisons done between the two studies identified the impact of technological change on the campus radio and offered recommendations and suggestions to the University’s relevant authorities for further improvement.

scholarly journals Predicting Consumer Intention to Use Mobile Payment Services: Empirical Evidence from Vietnam

2016 ◽  
Vol 8 (1) ◽  
pp. 117 ◽  
Author(s):  
The Ninh Nguyen ◽  
Tuan Khanh Cao ◽  
Phuong Linh Dang ◽  
Hien Anh Nguyen
Keyword(s):  
Empirical Evidence ◽  
Service Providers ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Mobile Payment ◽  
Future Research ◽  
Intention To Use ◽  
Perceived Ease Of Use ◽  
Payment Services ◽  
The Impact

<p>Mobile payment has relative advantages compared to other payment methods, thus providing benefits for both consumers and the society. This study attempts to examine factors influencing consumer intention to use mobile payment services. Survey data are used to investigate the impact of consumers’ perceptions of mobile payment services and social influence on use intention. Empirical evidence from 489 Vietnamese consumers confirms a significant relationship between the factors and behavioral intention, and reveals that perceived trust is the strongest predictor of intention to use mobile payment services followed by perceived ease of use, perceived enjoyment, perceived behavioral control, perceived usefulness and subjective norm, respectively. The results contribute to the evolving literature, and suggest that mobile payment service providers should particularly focus on building up consumer trust, and making their services clear, understandable and easy to use. Future research directions for extending this study are also discussed.</p>

AN EXAMINATION OF CUSTOMER SATISFACTION: DIFFERENCES BETWEEN LOCAL AND FOREIGN CUSTOMERS

2021 ◽  
Vol 5 (1) ◽  
pp. 84-94
Author(s):  
Eristia Lidia Paramita ◽  
Vicka Onthoni
Keyword(s):  
Customer Satisfaction ◽  
Mobile Application ◽  
Perceived Value ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Perceived Ease Of Use ◽  
Online Questionnaire ◽  
Perceived Price ◽  
Quantitative Analysis Method ◽  
Application Data

This study aims to provide a comparative analysis of local and foreign customers’ evaluation on their perception, perceived value, and customer satisfaction toward Gojek mobile application. Data was obtained by spreading the online questionnaire to 200 samples of local and foreign customers. By using quantitative analysis method and Independent Sample T-test, the study reveals that local and foreign customers share different evaluation of the mobile application, perception of service quality, price and trust, which lead to different satisfaction as well. Instead, perceived value on intention to use, perceived quality of service, perceived ease of use, perceived price and perceived usefulness has no difference between local and foreign customers. However, even they have shared nearly the same perceived value of Gojek mobile application, local customers sense the higher value in a whole examination compared to foreign customers. Keywords  : Perception, Perceived Value, Customer Satisfaction, Mobile Application

The Influencing Factors of Customer Satisfaction: A Case Study of Shopee in Malaysia

2021 ◽  
Vol 39 (12) ◽  
Author(s):  
Pei Woon Yo ◽  
Daisy Mui Hung Kee ◽  
Jia Wen Yu ◽  
Meng Kui Hu ◽  
Yen Ching Jong ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Competitive Advantages ◽  
Survey Questionnaire ◽  
Perceived Ease Of Use ◽  
Perceived Trust ◽  
Successful Business ◽  
Total Orders

Shopee was the largest e-commerce platform in Southeast Asia in 2020 by gross merchandise value and total orders. It is currently one of the leading e-commerce platforms in Malaysia. Despite the intense competition in the e-commerce space, Shopee has expanded aggressively across the Southeast Asian region over the last few years. Its successful business expansion is likely attributed to its profound competitive advantages. This study aims to examine the primary factors influencing customer satisfaction towards using Shopee for online purchasing in Malaysia. A survey questionnaire was used for data collection. A total of 100 Shopee users from Malaysia responded to the survey. The findings revealed that perceived ease of use and perceived convenience had influenced the customer satisfaction toward online purchasing on Shopee in Malaysia. Meanwhile, perceived usefulness and perceived trust did not significantly influence customer satisfaction towards Shopee in Malaysia. This study provides Shopee with valuable insights and guidance on customers’ perception of Shopee, leading to improved customer satisfaction.

scholarly journals Factors Influencing Employees’ Intention to Use Cloud Computing

2017 ◽  
Vol 8 (2) ◽  
pp. 47 ◽  
Author(s):  
Ali Tarhini ◽  
Ra’ed Masa’deh ◽  
Ali Al-Badi ◽  
Majdolen Almajali ◽  
Sufian Hussien Alrabayaah
Keyword(s):  
Cloud Computing ◽  
Behavioral Intention ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Management Support ◽  
Perceived Ease Of Use ◽  
Top Management Support ◽  
Significant Difference ◽  
Job Opportunity ◽  
The Impact

This paper aims to investigate the effects of perceived ease of use, perceived usefulness, self-efficacy, trust, job opportunity, top management support, competitive pressure, and regulatory support on employees’ behavioral intention to use cloud computing. Data was collected by means of self-administrated questionnaire containing 25 items from 205 employees’ working in three, four, and five star hotels. Multiple regression analysis was conducted to test the research hypotheses. Results of the current study revealed that there are significant impacts of four independent variables (i.e. job opportunity, top management support, competitive pressure, and regulatory support) on behavioral intention (BI) to use cloud computing; whereas four independent variables (i.e. perceived ease of use, perceived usefulness, self-efficacy, and trust) have no significant impact on BI. The results of T-test also showed that there is a significant difference in the impact of BI to use cloud computing in favor of gender. On the other hand, the results of ANOVA’s test showed that there is no significant difference in the impact of BI that can be attributed to age, educational level, and personal income; whereas a significant difference found in favor of work position and hotel’s classification. In light of these findings, implications to both theory and practice are discussed.

THE NEGATIVE EFFECT OF A PERCEIVED LACK OF AN INSTALLED BASE ON TECHNOLOGY ADOPTION

2015 ◽  
Vol 19 (02) ◽  
pp. 1550021 ◽  
Author(s):  
FIONA M. SCHWEITZER
Keyword(s):  
Technology Acceptance ◽  
Perceived Risk ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Perceived Ease Of Use ◽  
Solar Systems ◽  
Negative Effect ◽  
Technical Innovations ◽  
Acceptance Model ◽  
The Impact

In this paper, I analyse the impact that a perceived lack of an installed base has on the adoption of technological products. I use the Technology Acceptance Model (TAM), which considers perceived usefulness and ease-of-use as the central drivers of adoption and propose that the perceived lack of an installed base influences these two drivers. Based on cue utilisation theory, I further suggest that a perceived lack of an installed base can serve as an extrinsic cue of product quality deficiencies and difficulties with obtaining help and advice. In order to verify the supposed effect of a perceived lack of an installed base, I survey 162 households. The data shows that a perceived lack of an installed base of thermal solar systems (1) decreases their perceived usefulness and perceived ease-of-use and (2) acts as a mediator of the perceived risk. The study implies that managers launching technical innovations should develop strategies to influence consumers' perceptions of the current and the future installed base and communicate the development of the installed base to trigger adoption.

Influential Factors and User Behavior of Mobile Reading

2015 ◽  
Vol 24 (2) ◽  
pp. 223-234 ◽  
Author(s):  
Yi Zhou ◽  
Jianliang Wei ◽  
Fei Meng ◽  
Fen Jiang
Keyword(s):  
Technology Acceptance ◽  
Influential Factors ◽  
Mobile Internet ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Critical Ratio ◽  
Path Coefficient ◽  
Perceived Ease Of Use ◽  
Significance Level ◽  
The Impact

AbstractWith the popularization of mobile Internet and smart terminals, mobile reading with diversity and mobility has become a hot issue in the industry and academia. This article comes up with a hypothetical model of mobile reading user acceptance behavior based on the technology acceptance model and unified theory of acceptance and use of technology and conducts an analysis of the reliability and validity of questionnaire data. Based on this, the model fitness is analyzed as well as the path hypotheses testing. We find that user-perceived ease of use greatly influences perceived usefulness (path coefficient=0.841), and user attitude (path coefficient=0.860) and behavioral intention (path coefficient=0.154) are significantly impacted by perceived usefulness. The impact of social influence on user attitude toward using mobile reading is significant (path coefficient=0.341), but the influence of perceived payment is not obvious. The moderating effect of living habit is not obvious because the absolute value of the critical ratio is under 2.58 with a significance level of 0.01.

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