scholarly journals Understanding Key Antecedents of Consumer Loyalty toward Sharing-Economy Platforms: The Case of Airbnb

2019 ◽  
Vol 11 (19) ◽  
pp. 5195 ◽  
Author(s):  
Kim
Keyword(s):  
Decision Making ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Sustainable Consumption ◽  
Sharing Economy ◽  
Equation Modeling ◽  
Future Research ◽  
Consumer Loyalty ◽  
Collaborative Consumption ◽  
Decision Making Processes

Amidst collaborative consumption and developments in information and communication technology, the sharing economy has attracted worldwide attention, being considered sustainable consumption as it shares time, resources, and materials with others. However, because sharing-economy platforms offer nearly homogeneous assets to traditional business firms, enhancing consumer loyalty presents a huge challenge. This study provides a theoretical view for understanding the mechanisms behind user loyalty in the sharing economy. It identifies consumer satisfaction and trust in Airbnb as the key antecedents of consumer loyalty. Moreover, this study investigates the different effects of economic, hedonic, and symbolic benefits on consumers’ decision-making processes. A structural equation modeling method was used to check the research hypotheses based on a sample of 317 Airbnb consumers in South Korea. The analysis results reveal that in the case of Airbnb, consumer loyalty is jointly shaped by consumer satisfaction and trust, with entertainment and recognition significantly influencing both consumer satisfaction and trust. Moreover, money savings and exploration are not significantly related to consumers’ decision-making processes. Although social benefits significantly influence trust in Airbnb, these have no significant effect on consumer satisfaction. The findings provide theoretical and practical implications and future research direction.

The Effects of Gratification, Trust, and Platform Quality on the Continuance Use of Ride-Sharing Services in a Developing Country

2021 ◽  
Vol 13 (2) ◽  
pp. 21-41
Author(s):  
Muftawu Dzang Alhassan ◽  
Ibrahim Osman Adam
Keyword(s):  
Structural Equation ◽  
Sharing Economy ◽  
Equation Modeling ◽  
Future Research ◽  
Moderating Effects ◽  
Uses And Gratification ◽  
Ride Sharing ◽  
Information And Communication ◽  
Future Research Directions ◽  
Developed World

The advent of Information and Communication Technology (ICT) has enabled the rise of ride-sharing services allowing individuals to access and request rides at a reasonably lower fee and their convenience thereby disrupting the delivery of traditional taxi services. Despite the promise of this sector, Information Systems (IS) research indicates a dearth of research examining the post-adoption behaviour of individuals in this sector. Furthermore, the concentration of studies in the developed world where the ride-sharing economy is more advanced has created an aperture of studies in the developing world. Relying on data from 133 respondents of ride-sharing services in Ghana and the Uses and Gratification (U&G) theory, we develop and analyze a model using Partial Least Squares-Structural Equation Modeling (PLS-SEM) to understand the effects of gratification, trust, and platform quality on the continuance use of ride-sharing services. Our findings revealed that enjoyment, integrative benefits, trust, and platform quality significantly influence satisfaction. Furthermore, satisfaction was found to positively influence the continuance use intention of ride-sharing services. The moderating effects of education and user experience showed support for some relationships. Our findings, provide valuable insights into the post-adoption behaviour of users in the ride-sharing economy and offer some implications and future research directions.

scholarly journals Pathways to Implementation: Evidence on How Participation in Environmental Governance Impacts on Environmental Outcomes

2019 ◽  
Vol 30 (3) ◽  
pp. 383-399 ◽  
Author(s):  
Nicolas W Jager ◽  
Jens Newig ◽  
Edward Challies ◽  
Elisa Kochskämper
Keyword(s):  
Decision Making ◽  
Latent Variables ◽  
Structural Equation ◽  
Environmental Governance ◽  
Social Outcomes ◽  
Equation Modeling ◽  
Environmental Standard ◽  
Stakeholder Perspectives ◽  
Decision Making Processes ◽  
Modes Of Governance

Abstract There is much enthusiasm among scholars and public administrators for participatory and collaborative modes of governance as a means to tackle contemporary environmental problems. Participatory and collaborative approaches are expected to both enhance the environmental standard of the outputs of decision-making processes and improve the implementation of these outputs. In this article, we draw on a database of 307 coded published cases of public environmental decision-making to identify key pathways via which participation fosters effective environmental governance. We develop a conceptual model of the hypothesized relationship between participation, environmental outputs, and implementation, mediated by intermediate (social) outcomes such as social learning or trust building. Testing these assumptions through structural equation modeling and exploratory factor analysis, we find a generally positive effect of participation on the environmental standard of governance outputs, in particular where communication intensity is high and where participants are delegated decision-making power. Moreover, we identify two latent variables—convergence of stakeholder perspectives and stakeholder capacity building—to mediate this relationship. Our findings point to a need for treating complex and multifaceted phenomena such as participation in a nuanced manner, and to pay attention to how particular mechanisms work to foster a range of social outcomes and to secure more environmentally effective outputs and their implementation.

A narrative review and meta-analysis of service interaction quality: new research directions and implications

2015 ◽  
Vol 29 (1) ◽  
pp. 3-14 ◽  
Author(s):  
Kumar Rakesh Ranjan ◽  
Praveen Sugathan ◽  
Alexander Rossmann
Keyword(s):  
Consumer Satisfaction ◽  
Structural Equation ◽  
Multilevel Models ◽  
Meta Analysis ◽  
Narrative Review ◽  
Equation Modeling ◽  
Future Research ◽  
Content Type ◽  
Interaction Quality ◽  
Service Interaction

Purpose – This paper aims to conceptualize and empirically test the determinants of service interaction quality (SIQ) as attitude, behavior and expertise of a service provider (SP). Further, the individual and simultaneous effects of SIQ and its dimensions on important marketing outcomes are tested. Design/methodology/approach – The narrative review of extant research helps formulate a conceptual model of SIQ, which is investigated using the univariate and multivariate meta-analysis. Findings – There are interdependencies between drivers of SIQ that underlines the need to conceptualize service interaction as a dyadic phenomenon; use contemporary multilevel models, dyadic models, non-linear structural equation modeling and process studies; and study new and diverse services contexts. Meta-analysis illustrates the relative importance of the three drivers of SIQ and, in turn, their impact on consumer satisfaction and loyalty. Research limitations/implications – The meta-analysis is based on existing research, which, unfortunately, has not examined critical services or exigency situations where SIQ is of paramount importance. Future research will be tasked with diversifying to several important domains where SIQ is a critical aspect of perceived service quality. Practical implications – This study emphasizes that, although the expertise of an SP is important, firms would be surprised to learn that the attitude and behavior of their employees are equally important antecedents. In fact, there is a delicate balance that needs to be found; otherwise, attitudinal factors can have an overall counterproductive effect on consumer satisfaction. Originality/value – This paper provides an empirical synthesis of SIQ and opens up interesting areas for further research.

scholarly journals PENGARUH SERVQUAL TERHADAP KEPUASAN YANG BERDAMPAK PADA LOYALITAS PENGGUNA E-WALLET (OVO)

BISMA ◽  
2020 ◽  
Vol 14 (1) ◽  
pp. 48
Author(s):  
Bob Foster
Keyword(s):  
Service Quality ◽  
Direct Effect ◽  
Random Sampling ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Sampling Technique ◽  
Equation Modeling ◽  
Consumer Loyalty ◽  
Verification Method ◽  
Digital Wallet

The purpose of this study is to analyze the direct effect of service quality on satisfaction, the direct effect of service quality and satisfaction on loyalty, the direct effect of satisfaction on loyalty, and the indirect effect of service quality on the loyalty of the users of e-wallet or digital wallet application (Ovo). The research sample consisted of 100 respondents taken by convenience random sampling technique. This research used a descriptive verification method. Data were analyzed using structural equation modeling run by Lisrel 8.80 software. The results showed that service quality and satisfaction had a positive and significant effect on loyalty, service quality had a positive and significant effect on satisfaction, and service quality had a positive and significant effect on loyalty as mediated by satisfaction. These results indicate that increasing service quality will increase consumer satisfaction, which finally increases consumer loyalty. Keywords: loyalty, satisfaction, service quality

scholarly journals Effect of Service Quality Dimension and Marketing Mixed Dimension of Consumer Loyalty with Consumer Satisfaction as Mediation

2019 ◽  
Vol 6 (5) ◽  
pp. 768
Author(s):  
Yohanes Andrianto ◽  
Singgih Santoso
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Marketing Mix ◽  
Equation Modeling ◽  
Consumer Loyalty ◽  
Central Java ◽  
The Face ◽  
Mixed Dimension

The phenomenon of the emergence of many souvenir shops in the Purbalingga area of Central Java has resulted in increasingly strong business competition. In order to survive in the face of competition, business actors need to pay attention to important aspects in running their business. The author takes several aspects, namely the dimensions of service quality (physical evidence, reliability, responsiveness, assurance, empathy) and the dimensions of the marketing mix (products, prices, places, promotions) that can influence customer loyalty with customer satisfaction as mediation. The author makes the Original Nopia Shop as a research object because the shop is one of the souvenir shops that are quite old and famous in the Purbalingga area. The design of this study was a survey using a questionnaire distributed to 200 respondents of Original Nopia Store customers with a purposive random sampling method. Research variables were analyzed using Structural Equation Modeling (SEM) and obtained the following results: (1) Service quality significantly influences customer satisfaction, (2) Marketing Mix does not significantly influence customer satisfaction, (3) Consumer satisfaction has a significant effect on consumer loyalty, (4) consumer satisfaction does not mediate between the influence of service quality on consumer loyalty, (5) consumer satisfaction is able to mediate between the influence of marketing mix on consumer loyalty, (6) consumer satisfaction does not mediate between the influence of service quality and marketing mix simultaneously towards consumer loyalty.

Share more, drive less: Millennials value perception and behavioral intent in using collaborative consumption services

2017 ◽  
Vol 34 (2) ◽  
pp. 132-146 ◽  
Author(s):  
Jiyoung Hwang ◽  
Merlyn A. Griffiths
Keyword(s):  
Structural Equation ◽  
Sharing Economy ◽  
Equation Modeling ◽  
Consumer Group ◽  
Collaborative Consumption ◽  
Consumer Innovativeness ◽  
Behavioral Intent ◽  
Content Type ◽  
Value Perceptions ◽  
Young Consumers

Purpose This paper aims to investigate how the cognitive value perceptions and affective attitudes of Millennial consumers are related to behavioral intent in the context of collaborative consumption and how such relationships may be moderated. Design/methodology/approach Two scenario-based online studies were conducted with young consumers concerning several collaborative consumption services. Findings Using structural equation modeling, the authors found that specific dimensions of value perceptions (utilitarian, hedonic and symbolic) have differing effects on young consumers’ attitude and empathy toward collaborative consumption services. The analysis shows no moderating effects for perceived consumer effectiveness (Study 1 and Study 2) but a significant moderating effect for consumer innovativeness (Study 2). Research limitations/implications This research identifies important factors for the attitudinal and behavioral outcome of young consumers, an important consumer group for the emerging trend of collaborative consumption. Also, the role of empathy and two personal traits offer insights. Practical implications Substantively, the findings guide marketers in the sharing economy in elevating their strategic tactics and effective approaches to reach this important consumer group. Originality/value Given the paucity of research on consumer groups in this context, the current research breaks new ground by investigating value perceptions and empathy as drivers of positive reactions and moderating factors within the collaborative economy.

scholarly journals Attracted to or Locked In? Explaining Consumer Loyalty toward Airbnb

2020 ◽  
Vol 12 (7) ◽  
pp. 2814 ◽  
Author(s):  
Byoungsoo Kim ◽  
Daekil Kim
Keyword(s):  
Customer Loyalty ◽  
Structural Equation ◽  
Affective Commitment ◽  
Social Benefits ◽  
Equation Modeling ◽  
Future Research ◽  
Consumer Loyalty ◽  
Price Fairness ◽  
Calculative Commitment ◽  
Relative Attractiveness

In an increasingly complex and dynamic environment, understanding the fundamental mechanisms of customer loyalty toward Airbnb has become very appealing to both researchers and providers in recent years. Most prior studies on Airbnb have focused mainly on dedication-based mechanisms, such as consumer satisfaction or attitude. However, little is currently known about how the theoretical view for adapting dedication-based and constraint-based mechanisms establishes Airbnb consumer loyalty and affects by attributes, such as authentic experience, trust in Airbnb, and social benefits—that is, the vital predictors of affective commitment. It explores social benefits, relative attractiveness, and price fairness as the key antecedents of calculative commitment. This study identifies the relationship using a structural equation modeling method and empirical data collected from 156 Airbnb consumers who use it more than twice. The analysis results show that consumer loyalty toward Airbnb is shaped by dedication- and constraint-based mechanisms. The findings indicate that both affective and calculative commitments significantly affect customer loyalty in the context of Airbnb. Authentic experience, trust in Airbnb, and social benefits significantly affect affective commitment to Airbnb. While both social benefits and relative attractiveness play an important role in enhancing calculative commitment to Airbnb, price fairness is not significantly related to it. Theoretical and practical implications and future research directions are subsequently discussed.

scholarly journals Trust transfer and the intention to use app-enabled carpooling service

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Minhua Wu ◽  
Stern Neill
Keyword(s):  
Mobile Communications ◽  
Structural Equation ◽  
Sharing Economy ◽  
Third Party ◽  
Equation Modeling ◽  
Future Research ◽  
Content Type ◽  
Affective Trust ◽  
Ride Sharing ◽  
Trust Transfer

PurposeIn China, with the rapid dissemination of mobile communications technology along with congested traffic and increasingly expensive transportation costs, consumers are turning to smartphone-enabled, ride-sharing services. Sharing economy requires trust in strangers. Based on trust transfer theory and a dyadic conceptualization of trust from cognitive to affective, the purpose of this study is to examine trust building through the use of Didi, a third-party, ride-sharing platform that mediates exchanges among strangers.Design/methodology/approachStructural equation modeling (SEM) results based on 242 observations indicate that the platform functions as an important enabler of trust, which influences a consumer's behavioral intention.FindingsSpecifically, Didi's reputation and security assurance have a positive influence on passengers' cognitive trust in drivers. There is also evidence that the interaction as mediated by the app between passengers and drivers helps the formation of affective trust, while the results do not support a relationship between cognitive and affective trust.Originality/valueThe research findings address trust transference between participants in the sharing economy and its effects, which have significant theoretical and practical implications and offer opportunities for future research in other sectors of the sharing economy.

scholarly journals What Influences the Repurchase Intention for Luxury Brands?-The Relative Impacts of Luxury Value Dimensions

2016 ◽  
Vol 9 (5) ◽  
pp. 11 ◽  
Author(s):  
Alev Kocak Alan ◽  
Inci Dursun ◽  
Ebru Tumer Kabadayi ◽  
Kenan Aydin ◽  
Fikret Anlagan
Keyword(s):  
Undergraduate Students ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Equation Modeling ◽  
Future Research ◽  
Repurchase Intention ◽  
Luxury Brands ◽  
Value Drivers ◽  
Managerial Implications ◽  
Individual Value

<p>This paper investigates the main antecedents of repurchase intention for luxury brands. In addition to the traditional understanding of repurchase by trust and satisfaction this study specifically focuses on the relative and indirect impacts of luxury value drivers. Four different facets of luxury value (i.e. social value, individual value, financial value and functional value) were proposed to influence repurchase intention through encouraging brand trust and brand satisfaction. The researchers administer a survey to 500 undergraduate students in consideration of the luxury product -sunglasses- which they bought recently. Data analysis was performed using structural equation modeling. Results confirmed some of indirect encouraging effects of luxury value dimensions on repurchase intention. Functional and financial facets of luxury value were found to be essential for consumer satisfaction while individual value provided by a luxury brand was the main driver for consumer trust. Results, managerial implications and future research directions are discussed.</p>

scholarly journals KONTRIBUSI KUALITAS JASA, KEPERCAYAAN DAN KEPUASAN KONSUMEN DALAM MENCIPTAKAN LOYALITAS KONSUMEN

2017 ◽  
Vol 13 (2) ◽  
Author(s):  
Erwin Erwin ◽  
Tumpal J. R Sitinjak
Keyword(s):  
Quality Of Service ◽  
Structural Equation Modeling ◽  
Service Quality ◽  
Significant Influence ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Sampling Technique ◽  
Equation Modeling ◽  
Consumer Loyalty

<p>This study aims to examine the contribution of influence quality of service, trust, and consumer satisfaction in creating consumer loyalty.The object of this research is JNE Apartment Gading Nias. This study used a causal study using a questionnaire for data collection. For sampling, the method used is non probability sampling with judgment sampling technique The procedure used for model testing and data processing is the structural equation modeling using Linear Structural Relationship (Lisrel) method through software Lisrel 8.80.This research resulted the finding that the service quality have positive and significant effect to the trust, the quality of service have positive and significant effect to the consumer satisfaction, the quality of service have positive and significant influence to consumer loyalty, trust not influence to consumer loyalty, and consumer satisfaction have positive and significant influence to loyalty consumer.<br />Keywords: Service Quality, Trust, Consumer Satisfaction, Consumer Loyalty</p>

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