scholarly journals Analysis of Consumer Satisfaction and Loyalty Factors with CRM Approach in Agribusiness E-commerce Company

2021 ◽  
Vol 6 (2) ◽  
pp. 111-128
Author(s):  
Iqra Rizky Goranda ◽  
Popong Nurhayati ◽  
Megawati Simanjuntak
Keyword(s):  
Consumer Satisfaction ◽  
Structural Equation ◽  
Quantitative Research ◽  
Online Survey ◽  
Equation Model ◽  
Agricultural Product ◽  
Consumer Loyalty ◽  
Product Availability ◽  
The Relationship ◽  
A Company

XYZ e-commerce is a company that sells an agricultural product that draws benefits from the COVID-19 pandemic. The purpose of this research was to analyze CRM factors, satisfaction, and consumer loyalty. This study using quantitative research selected with convenience sampling. The online survey applied toward 232 respondents who were unsatisfied with the service in Jabodetabek and processed using Structural Equation Model (SEM).  Based on the SEM results, it was found that CRM has a significant effect on consumer satisfaction and consumer satisfaction with consumer loyalty. In contrast, CRM has no significant effect on consumer loyalty. This research concluded that XYZ needs to become a company that makes it easy for consumers, is professional, reliable and trustworthy. However, efforts need to be made to improve the relationship between criticism and suggestions, communication and providing information, regulating product availability, delivery time, and saving consumer costs—the results of this research results are expected to increase satisfaction and loyalty through the CRM approach.

The Role of Website Features in Creating Loyalty

2014 ◽  
pp. 780-794
Author(s):  
Anil Bilgihan ◽  
Anupama Sukhu ◽  
Jay Kandampully
Keyword(s):  
Theoretical Model ◽  
Structural Equation Model ◽  
Important Implication ◽  
Structural Equation ◽  
Online Survey ◽  
Equation Model ◽  
Consumer Loyalty ◽  
Web Based ◽  
Website Features

This study integrates shopping value dimensions and consumers' commitment to a theoretical model to understand consumer loyalty to e-shopping. E-commerce is established as an efficient sales platform for travel and hospitality vendors. However, extant literature found that it is difficult to attract new customers and retain existing customers in e-commerce. This paper investigates the antecedents of customer loyalty in e-commerce. An online survey with (n=520) was conducted with randomly selected US consumers. A structural equation model reveals that hedonic and utilitarian shopping values determine affective and calculative commitment of e-shoppers which in turn influence consumers' loyalty towards e-shopping. This study contributes to the present literature and provides important implication towards e-tailers and website developers. It is important to fulfill e-shoppers' hedonic and utilitarian needs to gain e-loyalty. Web based hospitality service offerings should provide a convenient and pleasing online environment to gain consumer e-loyalty.

The effect of maintenance operation, time utility and occupancy to sustainability with transit oriented development moderation

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Makjen Sinaga ◽  
Suharyono Suharyono ◽  
Muhammad Al Musadieq ◽  
Mohammad Iqbal
Keyword(s):  
Structural Equation ◽  
Quantitative Research ◽  
Operation Time ◽  
Sampling Technique ◽  
Equation Model ◽  
Primary Data ◽  
Transit Oriented Development ◽  
Content Type ◽  
The Board Of Directors ◽  
The Relationship

PurposeThis study aims to test and analyze the effect of maintenance operation, time utility and occupancy on sustainability with transit oriented development (TOD) as a moderating variable.Design/methodology/approachThis research is a quantitative research. The data in this study are a combination of primary data obtained through a questionnaire. The research took place at PT MRT Jakarta with all the board of directors as a sample in this study. The sampling technique used is saturated sampling and data analysis using structural equation model (SEM).FindingsThe result shows that maintenance and operation (M&O) have a positive and significant effect on time utility, M&O have a positive and significant effect on sustainability, time utility has a positive and significant effect on occupancy, occupancy has a positive and significant effect on sustainability and the influence of TOD does not significantly influence the relationship between time utility on occupancy and occupancy on sustainability.Originality/valueThe originality of this research lies in testing the maintenance operation, time utility and occupancy variables on sustainability with the renewal of TOD as a moderating variable.

The effectiveness of perceived social support in discount stores in Korea

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Chanho Song ◽  
Haakon T. Brown ◽  
Rahmatullah Rami Tameez
Keyword(s):  
Social Support ◽  
Customer Satisfaction ◽  
Purchase Intention ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Online Survey ◽  
Service Providers ◽  
Equation Model ◽  
Content Type ◽  
Discount Stores

PurposeThe purpose of this study is to bridge the gap in literature to examine social support that customers receive from their relationships with frontline service providers in discount stores.Design/methodology/approachIn total, 381 consumers are accessed through an online survey administered by an online research company in South Korea. The authors use the structural equation model (SEM) technique to test the proposed hypotheses.FindingsSocial support (emotional, instrumental, informational and appraisal) significantly influences customer satisfaction in discount stores. In addition, customer satisfaction significantly influences word of mouth (WOM) and purchase intention.Originality/valueVery few studies have addressed the relationship between social support and consumer satisfaction in the discount store industry. This research helps to understand that social support is a basic consideration for customers of discount stores when they are shopping.

scholarly journals PERAN BRAND LOYALTY SEBAGAI MEDIATOR ANTARA BRAND LOVE DAN BRAND TRUST KONSUMEN USAHA JASA PERJALANAN WISATA

2017 ◽  
Vol 21 (1) ◽  
pp. 55
Author(s):  
Sri Vandayuli Riorini
Keyword(s):  
Brand Loyalty ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Sampling Technique ◽  
Equation Model ◽  
Brand Commitment ◽  
Brand Trust ◽  
Brand Love ◽  
The Relationship ◽  
A Company

Competition in tour & travel in gaining subscribers is increasing in line with the increment of consumer demand for traveling. Brands can be a competitive tool of a company. Research conducted is aimed at analyzing Brand Love, Brand Trust toward the Word of Mouth through Brand Loyalty. A total of 200 respondents in the sample who use the services of tour and travel is selected by using Purposive sampling technique. The method of data analysis applies the Structural Equation Model / SEM. This study finds (1) the positive and direct influence of Brand Love, Brand Trust toward Brand Loyalty, Word of Mouth. (2) Brand Loyalty plays a role in mediating the relationship between Brand Love, Brand Trust with Word of Mouth. (3) The strongest factor affecting the Word of Mouth is the Brand Trust. For further research is recommended to include Brand Commitment as antecedent of Brand Loyalty, and to apply this research to other services categories.

The Role of Website Features in Creating Loyalty

2013 ◽  
Vol 4 (3) ◽  
pp. 37-50 ◽  
Author(s):  
Anil Bilgihan ◽  
Anupama Sukhu ◽  
Jay Kandampully
Keyword(s):  
Customer Loyalty ◽  
Important Implication ◽  
Structural Equation ◽  
Online Survey ◽  
Equation Model ◽  
Online Environment ◽  
Consumer Loyalty ◽  
Web Based ◽  
Website Features

This study integrates shopping value dimensions and consumers’ commitment to a theoretical model to understand consumer loyalty to e-shopping. E-commerce is established as an efficient sales platform for travel and hospitality vendors. However, extant literature found that it is difficult to attract new customers and retain existing customers in e-commerce. This paper investigates the antecedents of customer loyalty in e-commerce. An online survey with (n=520) was conducted with randomly selected US consumers. A structural equation model reveals that hedonic and utilitarian shopping values determine affective and calculative commitment of e-shoppers which in turn influence consumers’ loyalty towards e-shopping. This study contributes to the present literature and provides important implication towards e-tailers and website developers. It is important to fulfill e-shoppers’ hedonic and utilitarian needs to gain e-loyalty. Web based hospitality service offerings should provide a convenient and pleasing online environment to gain consumer e-loyalty.

scholarly journals Innovative Resources, Promotion Focus and Responsible Innovation: The Moderating Roles of Adaptive Governance

2020 ◽  
Vol 12 (7) ◽  
pp. 2860 ◽  
Author(s):  
Xia Cao ◽  
Dan Lv ◽  
Zeyu Xing
Keyword(s):  
Structural Equation ◽  
Quantitative Research ◽  
Positive Impact ◽  
Equation Model ◽  
Responsible Innovation ◽  
Adaptive Governance ◽  
Promotion Focus ◽  
Relationship Model ◽  
Innovative Resources ◽  
The Relationship

This paper discusses the relationship between innovative resources, promotion focus, adaptive governance and responsible innovation. In accordance with the path of “demand—motivation—behavior”, this paper takes adaptive governance as the moderator, and constructs an influence relationship model of “innovative resources—promotion focus (adaptive governance)—responsible innovation”. Then this paper takes 361 managers from above the middle management level and the technical personnel of enterprises as the investigation objects, and conducts empirical research by using the structural equation model. The results show that: (1) innovative resources have a significant positive impact on responsible innovation; (2) promotion focus partially mediates the effect of innovative resources on responsible innovation; (3) adaptive governance has a positive moderating effect on the relationship between innovative resources and responsible innovation. The results enrich the quantitative research of responsible innovation, reveal the internal mechanism of innovative resources affecting responsible innovation, provide a new way for technological innovation governance and provide a new way of thinking for the transformation from the traditional innovation paradigm into a sustainable innovation paradigm.

scholarly journals Does Corporate Social Responsibility Affect Consumers’ Purchase Intention in Retailing Industry in Hong Kong?

2021 ◽  
pp. 1-16
Author(s):  
Anthony Tik-Tsuen Wong
Keyword(s):  
Hong Kong ◽  
Corporate Reputation ◽  
Purchase Intention ◽  
Structural Equation ◽  
Quantitative Research ◽  
Equation Model ◽  
Consumer Trust ◽  
Retail Managers ◽  
Corporate Social ◽  
The Relationship

Hong Kong has been known as a shopping paradise that attracts tourists from all over the world. However, in recent years, the retailing industry in Hong Kong has fallen into dire straits and it will be facing more challenges in the future. Therefore this research aims to study the determinants affecting consumers’ purchase intention in the retailing industry in Hong Kong. There are five variables proposed. The independent variables include value-driven motive of CSR and perceived CSR. The dependent variable is purchase intentions. Corporate reputation and consumer trust are both independent and dependent variables. Quantitative research method was used. Data was collected in Hong Kong with convenience sampling method in collecting responses from all adults. Online questionnaires using a 5-point Likert scale are distributed through social media. The questionnaire encompassing 22 items in measuring the five constructs in this research model, eventually, there are 249 effective responses applied in this research. Partial least squares structural equation model (PLS-SEM) shows that five out of six hypotheses are found to be supported except the hypothesis concerning the relationship between value-driven motive and purchase intention. The research reveals that there is a positive relationship between perceived CSR, corporate reputation, consumer trust with purchase intention. At the same time, perceived CSR is positively related to corporate reputation, and corporate reputation is positively related to consumer trust. The research gives a good theoretical framework to further research especially in CSR. For managerial issues, retail managers are recommended to identify and promote CSR activities that best reflect their particular product or service. This will ultimately benefit Hong Kong's retailing industry as a whole.

scholarly journals The Effect of Marketing on Consumer Loyalty to the Cosmetic Business Beautyessence with Customer Satisfaction as an Intervening Variable

2021 ◽  
Author(s):  
Syela Kurniawati ◽  
David Sukardi Kodrat
Keyword(s):  
Consumer Satisfaction ◽  
Structural Equation ◽  
Simple Random Sampling ◽  
Marketing Mix ◽  
Equation Model ◽  
Mediation Effect ◽  
Consumer Loyalty ◽  
Significant Positive Effect ◽  
Product Price ◽  
Positive Effect

This research was conducted with the aim of analyzing the influence of marketing mix on consumer loyalty to the cosmetic business Beautyessence with consumer satisfaction as an intervening variable. The variables examined were the marketing mix (X), consumer satisfaction (Y1) and consumer loyalty (Y2). The indicators used for the marketing mix were the product, price, place and promotion. Data were analyzed using the Structural Equation Model (SEM). The sample of 97 respondents were Beautyessence consumers who had made purchases a minimum of 2 times; they were recruited using simple random sampling. The marketing mix had a significant positive effect on consumer satisfaction and consumer loyalty; consumer satisfaction had a significant positive effect on consumer loyalty; and marketing mix had a significant effect on consumer loyalty with consumer satisfaction as an intervening variable with a mediation effect of 30.7%. Keywords: marketing mix, consumer satisfaction, consumer loyalty, SEM

scholarly journals Mediating Effect of Brand Trust in the Relationship between Marketing Activities and Purchase Intention among the Malaysian Made Car Owners: A Pls-Sem Approach

2018 ◽  
pp. 563-570
Keyword(s):  
Purchase Intention ◽  
Structural Equation ◽  
Online Survey ◽  
Motor Vehicle ◽  
Equation Model ◽  
Mediating Effect ◽  
Survey Method ◽  
Brand Trust ◽  
Marketing Activities ◽  
The Relationship

As a citizen of a country, there is a need to support any local industry that will enhance the country’s economic situation. The execution of the country’s first national project by Perusahaan AutomobilNasionalBerhad (PROTON) in 1985 and Perusahaan AutomobilKedua (Perodua) was an important step towards the improvement of the motor vehicle industry in Malaysia. However, local car manufacturers are struggling to sustain its sales and profit and the need to compete with the foreign made cars. Thus, this study aims to find out how Marketing Activities (i.e. Trendiness, Interaction, and Entertainment) could affect customers’ Purchase Intention and also Brand Trust. A survey was employed to collect data from 253 respondents who owned local made cars or have intention to purchase local made cars around Klang Valley. Majority of the respondents were from Petaling Jaya and Shah Alam area where judgmental sampling was used. A questionnaire which was developed and adapted from previous studies was used to collect data from the respondents using self-administered and online survey method. Data was developed and analysed using structural equation model where results of this study showed that Marketing Activities and Brand Trust does affect Purchase Intention. The analysis also confirms that Brand Trust partially mediates the relationship between Entertainment and Interaction toward Purchase Intention, whereas Brand Trust fully mediates the relationship between Trendiness and Purchase Intention.

scholarly journals The Impact of Consumer Animosity on Purchase Unwillingness in a Boycott of Sari Roti

2018 ◽  
Vol 9 (2) ◽  
pp. 87-94
Author(s):  
Usep Suhud
Keyword(s):  
Factor Analysis ◽  
Structural Equation ◽  
Online Survey ◽  
Equation Model ◽  
Consumer Animosity ◽  
Political Events ◽  
Convenience Sampling ◽  
The Impact ◽  
Product Judgment ◽  
A Company

This research was conducted in response to a boycott towards a national bread brand. It was stimulated by a company disclosure in stating they had no relation to any political events in 2016. This research aimed to examine the impact of consumer animosity on product judgment, purchase willingness, purchase unwillingness, and boycott participation. In total, 266 participants took part in this research using convenience sampling. Data were collected using an online survey. The data were analyzed using exploratory factor analysis and Structural Equation Model (SEM). This research finds that there is a significant impact of animosity on product judgment, purchase willingness, purchase unwillingness, and boycott participation. Moreover, there is also a significant impact of product judgment on purchase willingness and boycott participation on purchase unwillingness.

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