Customer Satisfaction with Online Group-Buying Services

2013 ◽  
pp. 91-120
Author(s):  
Thong Vu Huy ◽  
Trang Tran Mai
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Information Quality ◽  
Participant Observation ◽  
Legal Framework ◽  
Poor Quality ◽  
Product Price ◽  
Factors Affecting ◽  
Group Buying ◽  
Online Group

Given the essential role of customers to the success of any business, particularly newly-established ones, it is crucial for Hanoi’s online group-buying (OGB) companies to make constant efforts to keep their customers satisfied. This research aims at investigating customer satisfaction in the context of Hanoi’s OGB through both quantitative and qualitative methods including an online customer survey with 150 OGB customers, in-depth interviews with 20 customers, and participant observation of five OGB websites. The research results show that the key factors affecting OGB customer satisfaction include product price, merchandise variety, information quality, product quality, and delivery. Also, despite the high likelihood of customers’ repurchasing and recommending to others, Hanoi’s OGB business has not yet met customer satisfaction, particularly in terms of the information quality, supplier’s reputation, product quality and delivery. The root causes of this situation include the incomplete legal framework and ineffective management at macro-level; the poor quality management and business ethics of OGB companies; and the limited OGB customers’ awareness of their rights and responsibilities.

scholarly journals Pengaruh Kualitas Produk, Harga Dan Kualitas Pelayanan Terhadap Kepuasan Konsumen Kedai Warsu Coffe Cafe

2019 ◽  
Vol 15 (2) ◽  
pp. 250
Author(s):  
Risatul Umami ◽  
As'at Rizal ◽  
Sumartik Sumartik
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Sampling Technique ◽  
Product Price ◽  
Descriptive Research ◽  
Good Product ◽  
Analysis Technique ◽  
Dominant Influence ◽  
Good Product Quality

This research finds out the effect of product, price and service quality toward customer satisfaction both partially and simultaneously at Warsu Coffe Cafe. It is descriptive research with a quantitative method. The data were collected using questionnaires and documentation. The populations were the consumers who visited and bought a product in Warsu Coffe Cafe. The samples were 87 respondents that were chosen by using nonprobability sampling technique with incidental sampling type. The analysis technique used multiple linear regression. The result showed that both partially and simultaneously, the product, price, and service quality affect customer satisfaction. The most dominant influence is product quality on customer satisfaction, it shows that the Warsu Coffee Cafe has good product quality.

scholarly journals Customer Satisfaction in Online Shopping in Growing Markets

2020 ◽  
Vol 11 (1) ◽  
pp. 78-91 ◽  
Author(s):  
Syed Shah Alam ◽  
Mohd Helmi Ali ◽  
Nor Asiah Omar ◽  
Wan Mohd Hirwani Wan Hussain
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Information Quality ◽  
Online Shopping ◽  
Positive Influence ◽  
Factors Affecting ◽  
Service Information ◽  
Online Retailers ◽  
Study Results ◽  
Quality Response

The aim of this study is to examine the factors affecting customer satisfaction in online shopping. The conceptual model for this study was developed based on the previous research in the online shopping context. In this research, ten hypotheses on factors affecting customer satisfaction in online shopping are outlined with empirical data from 337 respondents. Data was collected through a Google form. The regression results show that customer service, information quality, response time, transaction capability, delivery, merchandise attributes, security/privacy, convenient payment method, and price have significant positive influence on customer satisfaction in online shopping. From a managerial viewpoint, this study results provide support for investment decisions for customer satisfaction from online retailers in Malaysia.

scholarly journals Analysis of the Effect of Product Quality, Price Perception, Brand Image and Promotion on Customer Satisfaction to Achieve Repurchase Intention (Fiesta Chicken Nugget)

2020 ◽  
Vol 5 (8) ◽  
pp. 595-602
Author(s):  
Theofilus Pirri, S.S ◽  
Dr. Dipa Mulia, M.M., M.H
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Significant Influence ◽  
Structural Equation ◽  
Brand Image ◽  
Equation Model ◽  
Repurchase Intention ◽  
Product Price ◽  
Price Perception ◽  
Chicken Nugget

This study aims to analyze the effect of product quality, price perception, brand image and promotion on customer satisfaction to achieve repurchase intention’s Fiesta chicken Nugget in Jakarta, Indonesia. This study uses Non Probability Sampling and purposive sampling methods with a total of 190 respondents. Data analysis of this study is carried out by structural equation model (SEM) analysis using Lisrel 8.8. The findings show that each independent variable namely product quality, price perception, brand image and promotion has a positive and significant influence on customer satisfaction as intervening variable. Customer satisfaction as intervening variable has a positive and significant influence on repurchase intention as dependent variable. The product quality has the biggest influence among the four independent variables on customer satisfaction. It is recommended that companies should focus on increasing the value of product quality and product price adjustments to increase customer satisfaction and the company should pay more intention to promotion and improve brand image for the better. Further research by conducting research on other variables with a larger sample is also recommended.

scholarly journals Life Insurance Take-Up Rate Influencing Factors Comparison between Malaysia and Japan

2016 ◽  
Vol 6 (7) ◽  
pp. 37
Author(s):  
Silvana Kardinar Wijayanti ◽  
Barry Ramsay
Keyword(s):  
Customer Satisfaction ◽  
Life Insurance ◽  
Insurance Industry ◽  
Primary Data ◽  
Product Price ◽  
Factors Affecting ◽  
Life Insurance Industry ◽  
Changing Trends ◽  
Customer Services ◽  
Post Purchase

<p>This study will investigate the factors that influence take-up rates within the Malaysian Life Insurance industry to discover potential opportunities and limitations. For comparative purposes, the study is modelled on <a title="Power J.D. (2013) 2013 Japan Life Insurance Contract Customer Satisfaction (Pre-Purchase and Post-Purchase) Study, Retrieved from: http://www.jdpower.com/ [Accessed 24 April 2016]." href="file:///C:/Users/HP/Dropbox/Issues_IJBSR/Issues_IJBSR/IJBSR_July_2016/4_IJBSR_975-06072016_Upload.docx#Power">Power (2013)</a> who examined four factors affecting customer satisfaction in life insurance in Japan (product, price, customer services and procedures and documentation). This study is exploratory in nature using both secondary research and primary data from questionnaires. The main finding was “Product offerings” being the most significant variation, both an opportunity and limitation, due to the relative maturity, experience and changing trends within the insurance market of Japan, conversely growth, infancy and different dynamics in Malaysia.</p>

scholarly journals INFLUENCE OF PRICE, PRODUCT QUALITY TOWARDS CONSUMER PURCHASE DECISIONS THAT IMPACT ON CUSTOMER SATISFACTION CV. CAHAYA CITRASURYA INDOPRIMA SURABAYA

2020 ◽  
Vol 2 (1) ◽  
pp. 33-47
Author(s):  
Rismawati Sitepu Rismawati ◽  
Wilson Bangun ◽  
Ovie Aprilia Yustanti
Keyword(s):  
Customer Satisfaction ◽  
Path Analysis ◽  
Product Quality ◽  
Sampling Technique ◽  
Purchase Decisions ◽  
Purchasing Decisions ◽  
Product Price ◽  
Quality Product ◽  
Saturated Sample ◽  
Spss Software

This study aims to make marketers know that price, product quality on consumer purchasing decisions have an impact on customer satisfaction, namely on Prices, Product Quality on Consumer Purchase Decisions That Impact on Customer Satisfaction CV.Cahaya Citrasurya Indoprima Surabaya. This study using path analysis (path analysis ) and the type of research quantitative population study is a customer CV. Cahaya Citrasurya Indoprima Surabaya, amounting to 50 permanent customers . The sampling technique uses nonprobability techniques(saturated sample) so that the research sample was 50 respondents. Test equipment used for data processing using SPSS software version 24.0. After testing the proposed hypothesis, it is obtained the results of analysis of research data that has been done partially which shows that Product Price and Quality have a significant effect on Purchasing Decisions , indicating that Price and Purchasing Decisions have no significant effect on Customer Satisfaction, indicating that Price, Quality Product and Purchase Decisions have a significant effect on Customer Satisfaction .

C. PENGEMBANGAN PEMASARAN PRODUK, HARGA, PROMOSI, DAN KUALITAS PELAYANAN CUSTOMER BERDAMPAK PADA KEPUASAN PELANGGAN OPTIK TREAY

2020 ◽  
Vol 3 (2) ◽  
pp. 25
Author(s):  
Christien Ellen Chen ◽  
Maria Yotinarsa Ndawung ◽  
Nur Aini ◽  
Kusuma Adi Raharjo
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Price Promotion ◽  
Product Price ◽  
Optimal Service ◽  
The Future ◽  
Product Appearance

ABSTRAK   Dunia pemasaran saat ini berkembang begitu pesat. Banyak perusahaan yang bersaing untuk mendapatkan hati konsumennya, salah satunya adalah dengan fokus meningkatkan kepuasana pelanggan. Hal ini yang menjadi salah satu alasan peneliti untuk mengetahui beberapa point yaitu Produk, Harga, Promosi, dan Kualitas Pelayanan yang berdampak terhadap Kepuasan Pelanggan. Dari hasil penelitian yang dilakukan menunjukan bahwa variabel produk yang mengarah kepada kualitas produk maupun tampilan produk yang sesuai keinginan dan kebutuhan konsumen akan berdampak pada kepuasan pelanggan. Variabel harga pada penelitian ini menunjukan bahwa harga akan mempengaruhi kepuasan pelanggan apabila kualitas produk juga mendukung dalam hal ini. Sedangkan promosi pada penelitian ini menunjukan bahwa promosi akan banyak mendatangkan konsumen namun apabila ingin menciptakan sebuah kepuasan maka yang perlu diperhatikan adalah Harga dan Kualitas Produk, karena kebanyakan perusahaan membuat promosi dengan maksud meghabiskan stok tanpa memperhatikan kualitas produk yang akan di distribusikan kepada konsumen. Kemudia kualitas pelayanan pada penelitian ini berdampak terhadap kepuasan pelanggan. Pelayanan yang optimal adalah pelayanan yang membuat konsumen nyaman, aman dan merasa di hargai. Untuk kedepanya perusahaan harus mampu berinovasi dan mengevaluasi segala bentuk masukan dan saran konsumen untuk kemudian hari dikembangkan.   Kata kunci : Produk, Harga, Promosi, Kualitas Pelayanan, Kepuasan Pelanggan     ABSTRACT   Today's marketing world is growing so rapidly. Many companies compete to win the hearts of their customers, one of which is to focus on increasing customer satisfaction. This is one of the reasons for researchers to find out several points, namely Products, Prices, Promotions, and Service Quality which have an impact on Customer Satisfaction. From the results of research conducted shows that the product variables that lead to product quality and product appearance according to consumer wants and needs will have an impact on customer satisfaction. The price variable in this study shows that the price will affect customer satisfaction if the product quality also supports this. While the promotion in this study shows that the promotion will bring in a lot of consumers, but if you want to create a satisfaction, what needs to be considered is the price and quality of the product, because most companies make promotions with the intention of consuming stock without paying attention to the quality of the products that will be distributed to consumers. Then the quality of service in this study has an impact on customer satisfaction. Optimal service is one that makes consumers comfortable, safe and feels valued. For the future, the company must be able to innovate and evaluate all forms of consumer input and suggestions for later development.   Keywords: Product, Price, Promotion, Service Quality, Customer Satisfaction

scholarly journals FACTORS AFFECTING BRAND LOYALTY IN THE FOOTWEAR INDUSTRY – “A CASE STUDY OF BANGLADESH

2021 ◽  
Vol 2 (2) ◽  
Author(s):  
Clinton Dhar
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Brand Loyalty ◽  
Descriptive Analysis ◽  
Quality Service ◽  
Price Promotion ◽  
Leather Industry ◽  
Factors Affecting ◽  
Footwear Industry

The Footwear Industry is an important section of the leather industry in Bangladesh. Bangladesh has been ranked 8th in terms of footwear production in the world in 2016. The purpose of this research is to investigate how the respondents are influenced by factors of brand loyalty towards the footwear industry. In order to increase customer satisfaction and drive them to be brand loyalists, marketers are encouraged to develop aggressive marketing programs. The five factors of Brand loyalty are Product Quality, Service Quality, Price, Promotion and Customer Satisfaction. Questionnaires were distributed and self-administered to 30 respondents. Descriptive analysis, Correlation, Model Summary, ANOVA and Coefficient were used in this study. The research results showed that there is a positive and significant relationship between factors of Relationship Quality and Brand loyalty (Product Quality, Service Quality, Price, Promotion and Customer Satisfaction) with the footwear industry.

scholarly journals Factors affecting consumer decisions in the purchase of Honda motorcycles in Tangerang district

2021 ◽  
Vol 5 (S1) ◽  
pp. 741-751
Author(s):  
Bobby Reza
Keyword(s):  
Consumer Behavior ◽  
Service Quality ◽  
Product Quality ◽  
Secondary Data ◽  
Purchasing Decisions ◽  
Product Price ◽  
Factors Affecting ◽  
Consumer Decisions ◽  
Quantitative Descriptive

The research objective is to find out (1). The magnitude of the influence of consumer behavior on motorcycle purchasing decisions. (2). Quality of service on purchasing decisions (3). Effect of product quality on purchasing decisions (4). The effect of product prices on motorcycle purchasing decisions (5). The influence of consumer behavior, service quality. The method uses quantitative descriptive. Primary and secondary data collection techniques. Analysis stepwise with Statistical Product and Service Solution. Conclusion with the results of the study (X1) obtained t count (0.042) < t table (1.660), service quality (X2) obtained t count (2.620) > t table (1.660), product quality (X3) obtained t count (1.356) < t table (1.660), and the price of the product (X4) obtained t count (9.806) > t table (1.660). Thus, the service quality variable (X2) and product price (X4) have a partial effect on purchasing decisions (Y), while consumer behavior variables (X1) and product quality (X3) have no partial effect on purchasing decisions (Y).

scholarly journals Factors Affecting Repurchase Intention of Digital Products on Online Games in Indonesia

2020 ◽  
Vol 4 (10) ◽  
pp. 14-23
Keyword(s):  
Customer Satisfaction ◽  
Information Quality ◽  
Sem Analysis ◽  
Repurchase Intention ◽  
System Quality ◽  
Online Game ◽  
Digital Products ◽  
Managerial Implication ◽  
Factors Affecting ◽  
Hedonic Shopping Value

Today more and more gamers purchase digital products on the online game. Therefore, the study was conducted to determine the factors that influence repurchase intention on digital online game items on the official website. Factors studied were system, service, and information quality on repurchase intention through utilitarian & hedonic shopping value and customer satisfaction. The data processed through validation, reliability and SEM analysis. From the results the most influence is information quality, where this affects hedonic & utilitarian shopping value, then leads to customer satisfaction and finally to repurchase intention. Based on the results the managerial implication is focused on increasing information with currency dimensions and system quality with accessibility dimensions to increase repurchase intention to purchase digital products.

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