scholarly journals PENGARUH COGNITIVE DAN AFFECTIVE ONLINE SHOPPING EXPERIENCE TERHADAP E-LOYALTY PADA GENERASI MILLENIAL YANG BERBELANJA DI SITUS BELANJA ONLINE

2019 ◽  
Vol 12 (2) ◽  
pp. 253
Author(s):  
Ida Farida ◽  
Renny Risqiani Roesman
Keyword(s):  
Structural Equation ◽  
Online Shopping ◽  
Customer Experience ◽  
Equation Model ◽  
The State ◽  
Cognitive State ◽  
Shopping Experience ◽  
Managerial Implications ◽  
Cognitive Experience ◽  
Object Of Study

<p><em>The purpose of this study is to examine the effect of online customer shopping experience on electronic satisfaction, electronic trust and electronic loyalty. The online customer experience is divided into cognitive and affective online shopping experiences. Data was collected from 143 respondents. The Structural Equation Model method is used to analyze data using hypothesis testing.</em><em>The results showed that the state of cognitive experience had a strong influence on e-satisfaction but the state of affective experience did not have a significant effect on e-satisfaction. E-satisfaction has a significant influence on electronic trust and loyalty.</em><em></em><em>The managerial implications of this research is that e-satisfaction plays an important role in building consumer trust and loyalty. </em><em>To build e-satisfaction, the perceived customer experience is necessary especially the experience that comes from experiential cognitive state obtained customer. </em><em>The limitations of this study are in terms of numbers that are less representative so that further research is expected to expand the area used as the object of study and increase the number of respondents to the study so that the results obtained are expected to be better.</em><em></em></p><p> </p>

Empirical Study on Multi-Channel Service Quality and Customer Loyalty of Retailers

2014 ◽  
Vol 12 (4) ◽  
pp. 1-12 ◽  
Author(s):  
Qi Yong-zhi
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Online Shopping ◽  
Positive Influence ◽  
Equation Model ◽  
Channel Integration ◽  
Shopping Experience ◽  
Integration Service ◽  
Channel Service

This paper studies the influence of offline RSSQ (retailing store service quality), online store ESQ (E-service quality) and O2O MCISQ (multi-channel integration service quality) on traditional retailers' customer loyalty as well as the relation of them three in multi-channel retailing. 380 customers with both offline and online shopping experience at the same retailer's store are investigated. Through the structural equation model, we find out that in multi-channel retailing, RSSQ and MCISQ have a positive influence on customer loyalty; RSSQ and ESQ have a positive influence on MCISQ; the influence of ESQ on customer loyalty is not significant; ESQ has a strong correlation with RSSQ. These conclusions indicate that on one hand, retailers should focus more on RSSQ and ESQ, because they contribute to improve MCISQ. On the other hand, retailers should strengthen the coordination between RSSQ and ESQ in order to further enhance MCISQ and as a result, the customer loyalty.

scholarly journals Understanding the customer experience in the age of omni-channel shopping

2017 ◽  
Vol 15 (2) ◽  
pp. 92-114 ◽  
Author(s):  
Ana Mosquera ◽  
Cristina Olarte Pascual ◽  
Emma Juaneda Ayensa
Keyword(s):  
Information Systems ◽  
State Of The Art ◽  
Customer Experience ◽  
The State ◽  
Current Understanding ◽  
Brand Strategy ◽  
Customer Journey ◽  
Shopping Experience ◽  
Managerial Implications

Omni-channel is one of the most important retail revolutions of recent years, impacting a variety of areas, such as marketing, retailing, communication or information systems. Omni-channel marketing refers to the brand strategy which integrate all channels available to create a seamless shopping experience that increase convenience and engagement during the customer journey. The aim of this study is to provide an overview of the state of the art of this phenomenon. Its main contributions are fourfold. First, it reduces the fuzziness of the term omni-channel, clearly demarcating the concepts of multi-, cross-, and omni-channel shopping. Second, it offers a consolidated overview of the current understanding of the omni-channel customer experience. Third, the proposed framework points to new lines of research related to omni-channel marketing. The theoretical and managerial implications of this hot topic are also discussed.

A Study on Factors Affecting on Customer Intention to Use the Express Bus

2018 ◽  
Vol 34 (5E) ◽  
Author(s):  
Phuong Nguyen Van ◽  
Hieu Trung Nguyen ◽  
Toan Bao Le
Keyword(s):  
Local Government ◽  
Service Quality ◽  
Behavioral Intention ◽  
Structural Equation ◽  
Perceived Value ◽  
Equation Model ◽  
Corporate Image ◽  
Organizational Image ◽  
Factors Affecting ◽  
Managerial Implications

The improvement of transit service quality is an essential role in developing urban and interstate transportation. The local government, as well as bus service companies, should understand the behavioral intention of passengers to meet their expectation and requirements. This paper aims to highlight such behavioral decision and investigate dominant factors that influence the customers’ decision to use the express bus. The study explores the case of express bus companies in Tay Ninh province, Vietnam. By using the structural equation model approach to analyze the data collected from 295 passengers, who have experienced in using the express bus, the results reveal that service quality has a significantly positive relationship with both perceived value and corporate image. Specifically, customer satisfaction and organizational image also positively influence behavioral intention. Meanwhile, service quality indirectly affects on behavioral intention throughout perceived value and corporate image. Based on the findings, we provided some insightful managerial implications and recommendations to managers of bus carriers, and valuable practical suggestions to policymakers in the local government of Tay Ninh province to improve the service quality to encourage more citizens to use the express bus.

scholarly journals Does CSR Help to Retain Customers in a Service Company?

2020 ◽  
Vol 13 (1) ◽  
pp. 300
Author(s):  
Juan Carlos Fandos-Roig ◽  
Javier Sánchez-García ◽  
Sandra Tena-Monferrer ◽  
Luis José Callarisa-Fiol
Keyword(s):  
Financial Services ◽  
Structural Equation ◽  
Structural Equation Models ◽  
Special Importance ◽  
Csr Strategies ◽  
Shopping Experience ◽  
Managerial Implications ◽  
Customer's Loyalty ◽  
High Level ◽  
Customer Trust

The main aim of this paper is to analyze the influence of service companies’ corporate social responsibility (CSR) actions on final customer’s loyalty. A theoretical model of loyalty formation based on CSR was proposed and a sample of 1125 final customers of financial services in Spain was studied. Structural equation models were used to verify the hypothesized relationships. Based on the CSR theory oriented to stakeholders, this work justifies the direct and positive relationship between the perception of CSR actions in the shopping experience and customer trust. We also verified a positive indirect influence on loyalty. The services industry was chosen to conduct this research due to its own particularities (intangibility, inseparability, heterogeneity and perishability). As it is impossible to evaluate a service before its consumption, a high level of trust in the supplier will be necessary to motivate the purchase decision. We conclude that CSR becomes a key strategic asset for determining trust and loyalty among consumers. As major findings, we have verified the special importance of CSR in the services market. CSR improves customer trust in the service provider. Thus, this paper has significant managerial implications. Through CSR strategies, both the perception of the customer’s purchasing experience and trust can be enhanced, resulting in more loyal customers. As a limitation, this research was carried out among financial services. Further research should test the model across different industries and countries in order to determine the generalizability and consistency of the findings of this study.

Antecedents and consequences of trust: an e-tail branding perspective

2016 ◽  
Vol 44 (7) ◽  
pp. 713-730 ◽  
Author(s):  
Gopal Das
Keyword(s):  
Purchase Intention ◽  
Structural Equation ◽  
Design Methodology ◽  
Brand Management ◽  
Online Shopping ◽  
Content Type ◽  
Equation Modelling ◽  
Managerial Implications ◽  
Antecedents And Consequences ◽  
Structured Questionnaire

Purpose – The purpose of this paper is to examine the antecedents and consequences of trust in online shopping from an e-tail branding perspective. Design/methodology/approach – A structured questionnaire was used to collect data online from Indian e-tail shoppers (n=309). A structural equation modelling (CB-SEM approach) was used to analyse the data. Findings – The results found e-tailer awareness, e-tailer associations, and e-tailer perceived quality as antecedents of trust in online shopping. The results also showed online trust positively influences the behavioural intentions, namely, purchase intention, repurchase, and recommendation. Originality/value – This study examines the applicability and branding and brand management principles in an e-tail branding context. Theoretical and managerial implications of these results are further discussed.

scholarly journals The role of emotions on consumers' satisfaction within the fitness context

2015 ◽  
Vol 21 (2) ◽  
pp. 116-124 ◽  
Author(s):  
Vera Pedragosa ◽  
Rui Biscaia ◽  
Abel Correia
Keyword(s):  
Structural Equation ◽  
Positive Emotions ◽  
Negative Emotion ◽  
Initial Step ◽  
Equation Model ◽  
Future Research ◽  
Staff Members ◽  
Managerial Implications ◽  
Free Thought ◽  
Post Purchase

Previous studies have suggested that consumption-related emotions are important to understand post-purchase reactions. This study examines the relationship between fitness consumers' emotions and overall satisfaction. After an initial step of free-thought listing and content validity, followed by a pre-test, a survey was conducted among consumers of five different fitness centers (n=786). The questionnaire included measures to assess positive and negative emotions, as well as overall satisfaction with the fitness center. The results gathered through a structural equation model provide evidence that negative emotion experienced by consumers impacts negatively overall satisfaction, while positive emotion have a positive effect on overall satisfaction. These findings suggest managerial implications, such as the need to collect consumers' perceptions of both tangible and intangible aspects of the services, listen costumers' opinions in a regular basis, and provide regular training to staff members, in order to identify the triggers of positive emotions and contribute to increased levels of overall satisfaction. Guidelines for future research within the fitness context are also suggested.

Customer Experience: Extracting Topics From Tweets

2021 ◽  
pp. 147078532110475
Author(s):  
Manit Mishra
Keyword(s):  
Social Media ◽  
Customer Service ◽  
Latent Dirichlet Allocation ◽  
Online Shopping ◽  
Customer Experience ◽  
Process Failure ◽  
Shopping Experience ◽  
Social Media Platforms ◽  
Media Platform ◽  
Moments Of Truth

The ubiquity of social media platforms facilitates free flow of online chatter related to customer experience. Twitter is a prominent social media platform for sharing experiences, and e-retail firms are rapidly emerging as the preferred shopping destination. This study explores customers’ online shopping experience tweets. Customers tweet about their online shopping experience based on moments of truth shaped by encounters across different touchpoints. We aggregate 25,173 such tweets related to six e-retailers tweeted over a 5-year period. Grounded on agency theory, we extract the topics underlying these customer experience tweets using unsupervised latent Dirichlet allocation. The output reveals five topics which manifest into customer experience tweets related to online shopping—ordering, customer service interaction, entertainment, service outcome failure, and service process failure. Topics extracted are validated through inter-rater agreement with human experts. The study, thus, derives topics from tweets about e-retail customer experience and thereby facilitates prioritization of decision-making pertaining to critical service encounter touchpoints.

Suppliers’ local network embeddedness and buyers’ joint innovation

2019 ◽  
Vol 36 (3) ◽  
pp. 342-364 ◽  
Author(s):  
Feng Hsu Liu ◽  
Lu Jui Chen ◽  
Hung Tai Tsou
Keyword(s):  
Structural Equation ◽  
Service Innovation ◽  
Equation Model ◽  
Local Network ◽  
Content Type ◽  
Network Embeddedness ◽  
Embedded Network ◽  
Managerial Implications ◽  
Service Oriented ◽  
Innovation Competence

Purpose The purpose of this paper is to investigate the effects of original equipment manufacturing suppliers’ local network embeddedness on buyers’ relative attention and joint innovation through service innovation competence. Design/methodology/approach A structural equation model was analyzed using AMOS 21 with data derived from 165 buyers in the Taiwanese electronics industry. Findings From the buyer perspective, suppliers with embedded network relationships in emerging markets are perceived to be service oriented and to have relative attention and joint innovation that are attractive to buyers. In addition, the findings of empirical testing conducted in this study suggest that perceived exploitative and explorative service innovation competence partially mediate the relationship between perceived network embeddedness and relative attention, while explorative service innovation competence partially mediates the influence of perceived network embeddedness on buyers’ joint innovation. Originality/value This study innovatively employed a buyer perspective to examine the servitization of manufacturing suppliers and the effects of this on the buyer–supplier relationship, providing new insights into the role of service innovation competence as well as important theoretical and managerial implications.

Understanding Vietnamese Consumer Intention to Use Online Retailer Websites

2020 ◽  
Vol 12 (2) ◽  
pp. 1-15
Author(s):  
A. F. M. Jalal Ahamed ◽  
Yam Limbu ◽  
Long Pham ◽  
Ha Van Nguyen
Keyword(s):  
Technology Acceptance ◽  
Technology Acceptance Model ◽  
Perceived Risk ◽  
Structural Equation ◽  
Online Shopping ◽  
Equation Model ◽  
Ease Of Use ◽  
Intention To Use ◽  
Perceived Ease Of Use ◽  
Acceptance Model

This study examines the applicability of an extended technology acceptance model (TAM) that incorporates trust, perceived risk, and self-enhancement as antecedents to the TAM constructs. Data collected from 299 Vietnamese online consumers, through a self-administered survey, were entered into a structural equation model using AMOS 23 to establish causality. The results partially confirm the applicability of TAM to the online shopping intentions of Vietnamese consumer, though contrary to expectations, perceived ease of use does not predict behavioral intentions. Trust and self-enchantment fit well with the TAM; the inclusion of perceived risk as an antecedent is questionable. The findings offer new opportunities for explaining TAM theory in light of Schwartz's value dimensions. This article thus concludes with a discussion of the research contributions and implications.

scholarly journals Identifying the Influencing Factors on Investors’ Investment Behavior: An Empirical Study Focusing on the Chinese P2P Lending Market

2020 ◽  
Vol 12 (13) ◽  
pp. 5345
Author(s):  
Xi Yang ◽  
Wenjuan Fan ◽  
Shanlin Yang
Keyword(s):  
Structural Equation ◽  
Listed Company ◽  
Influencing Factor ◽  
Equation Model ◽  
Primary Component ◽  
The State ◽  
Investment Behavior ◽  
Analysis Method ◽  
Factors Influencing ◽  
P2p Lending

Our study explores the factors influencing investors’ behavior in the peer-to-peer (P2P) lending market in China, and the relationships among them from the perspective of investors. The primary component analysis method was used to divide the P2P lending platforms into five categories. Then, a structural equation model was applied to analyze the interrelationship. Our results show that more exceptional operating ability, profitability, and security of the platform help to improve investor’s investment behavior. Operation ability is the most significant influencing factor, which also influences other factors to different degrees. After the analysis of the results, we found that the security degree of P2P lending platforms in China differs, and the risk due to the lack of bank depository for platforms is the most serious. In terms of the background, investors are less interested in the state-owned platforms compared to the bank- or listed-company-owned platforms, although the background strength of the state-owned platforms is more powerful.

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