The Influence of Social Support on Customer Satisfaction Based on the Consumer Experience Theory

2020 ◽  
Vol 11 (4) ◽  
pp. 70-81
Author(s):  
Pinghao Ye ◽  
Liqiong Liu ◽  
Linxia Gao ◽  
Quanjun Mei
Keyword(s):  
Social Support ◽  
Customer Satisfaction ◽  
Purchase Intention ◽  
Structural Equation ◽  
Equation Model ◽  
Consumer Experience ◽  
Factors Affecting ◽  
Customer Feedback ◽  
Support Theory ◽  
The Social

Customer satisfaction (CS) is an important factor determining the success of online clothing shopping. This document tries to analyze factors affecting CS towards online clothing shopping through a systematic study, in a bid to help online clothing retailers improve CS for higher sales. Based on the social support theory, the authors created a model of factors affecting CS towards online clothing shopping and conducted a questionnaire survey to obtain customer feedback, which was then analyzed through a structural equation model. The analysis results indicate that sensory experience (SE), quality experience (QE), trust (TR), and recommendation (RE) exerted favorable effects on CS towards online clothing shopping, and CS, as a mediating variable, affected customer loyalty (CL), and purchase intention (PI) positively.

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 A Mediation and Moderation Model of Social Support, Relationship Quality and Social Commerce Intention

2020 ◽  
Vol 12 (23) ◽  
pp. 9889
Author(s):  
Md. Alamgir Hossain ◽  
Nusrat Jahan ◽  
Minho Kim
Keyword(s):  
Social Support ◽  
Relationship Quality ◽  
Structural Equation ◽  
The United States ◽  
Equation Model ◽  
Mediating Effect ◽  
Mediation Effect ◽  
Social Commerce ◽  
Moderation Effect ◽  
The Social

This study examines the antecedents of social commerce intention by conceptualizing a model that includes two exogenous variables; relationship quality and social support, and an endogenous variable; social commerce, along with a mediation effect of relationship quality and moderation effect of cultures. This research model is tested by survey data collected in the United States and Korea, analyzed by a structural equation model. The results reveal that relationship quality generates the social commerce intention through commitment, satisfaction and trust, and becomes a maiden study with its mediating effect on social commerce intention. Social commerce intention is highly representative of social sharing and social shopping on social media. The social support is measured through emotional and informational support, proving to be a stronger predictor of relationship quality and social commerce intention. In addition, social support articulates differences in respect to the cultural differences. The model offers valuable insights to researchers and practitioners that aims to improve social commerce intention.

scholarly journals Does Beneficiaries’ Satisfaction Enhance Their Trust in State Grid for Solar PV Adoption? – An Evidence From PAPs in Rural China

2021 ◽  
Author(s):  
Liping Ding ◽  
Yin Shi ◽  
Qiyao Dai ◽  
Zumeng Zhang ◽  
Jiaxin Li ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Rural Areas ◽  
Structural Equation ◽  
Poverty Reduction ◽  
Negative Impact ◽  
Rural China ◽  
Rural Poverty ◽  
Equation Model ◽  
Solar Pv ◽  
Factors Affecting

Abstract Background: Photovoltaic Poverty Alleviation Projects (PPAPs) have been implemented in Chinese rural areas since 2014. As a new energy policy, PPAPs have played an important role in alleviating rural poverty. However, the adoption of solar PV faces multiple barriers from the perspective of beneficiaries. Therefore, this study basically aims to discuss and analyze factors affecting beneficiaries’ satisfaction and their trust in State Grid, promoting the adoption of solar PV. Methods: Based on the integrated American Customer Satisfaction Index (ACSI) and Unified Theory of Acception and Use of Technology (UTAUT) model, this study uses the Structural Equation Model (SEM) to reveal how the beneficiaries’ satisfaction enhance their trust in State Grid. The data were obtained from a survey of 928 PPAPs’ beneficiaries by stratified and random sampling in Chinese rural areas. Results: The results confirm that environmental perception in this study positively impacts on beneficiaries’ satisfaction. And perceived quality also has a positive effect on beneficiaries’ satisfaction and trust in State Grid, however, social influence has a negative impact on beneficiaries’ satisfaction; behavior expectation can directly promote beneficiaries’ satisfaction, while indirectly propel their trust in State Grid. Conclusions: This study constructs an integrated customer satisfaction model from the perspective of beneficiaries and proposes relevant measures to promote the adoption of solar PV that can be applied to poverty reduction of other developing countries worldwide.

Internet Advertising Pleasure and Purchase Intention

2019 ◽  
pp. 716-735
Author(s):  
Amir Abedini Koshksaray ◽  
Elnaz Nabizadeh
Keyword(s):  
Theoretical Model ◽  
Latent Variables ◽  
Purchase Intention ◽  
Structural Equation ◽  
Prior Experience ◽  
Equation Model ◽  
Internet Advertising ◽  
The Internet ◽  
Factors Affecting ◽  
Internet Users

The purpose of this study is to provide some insights regarding the Internet advertising Pleasure, IAP. The recent negative trends and deficiencies in Internet advertising makes it imperative to study various factors affecting this area of marketing and explain why people have not enough willingness to click on advertisements. This study builds a comprehensive theoretical model explaining the internet advertising pleasure. By administrating a survey, the paper examined the 288 Internet users' reactions in Iran. A structural equation model and AMOS software were used to analyze the data. A total of five latent variables of internet advertising pleasure were examined: prior experience, website pleasure (attitude toward website), and arousal as antecedents; and attitude toward brand and purchase intention as consequences. The paper found that regardless of “Website pleasure” and “Arousal,” these constructs successfully explain Internet advertising pleasure by incorporating advertising relaxedness, advertising happiness, and advertising satisfaction. The prior experience was found to be the most significant for explaining Internet advertising pleasure. This study offers one of the first attempts to build a comprehensive theoretical model explaining Internet Advertising Pleasure, IAP. Second, this study offers a new scale for internet advertising pleasure with higher content validity.

Internet Advertising Pleasure and Purchase Intention

2017 ◽  
Vol 8 (4) ◽  
pp. 30-47 ◽  
Author(s):  
Amir Abedini Koshksaray ◽  
Elnaz Nabizadeh
Keyword(s):  
Theoretical Model ◽  
Latent Variables ◽  
Purchase Intention ◽  
Structural Equation ◽  
Prior Experience ◽  
Equation Model ◽  
Internet Advertising ◽  
The Internet ◽  
Factors Affecting ◽  
Internet Users

The purpose of this study is to provide some insights regarding the Internet advertising Pleasure, IAP. The recent negative trends and deficiencies in Internet advertising makes it imperative to study various factors affecting this area of marketing and explain why people have not enough willingness to click on advertisements. This study builds a comprehensive theoretical model explaining the internet advertising pleasure. By administrating a survey, the paper examined the 288 Internet users' reactions in Iran. A structural equation model and AMOS software were used to analyze the data. A total of five latent variables of internet advertising pleasure were examined: prior experience, website pleasure (attitude toward website), and arousal as antecedents; and attitude toward brand and purchase intention as consequences. The paper found that regardless of “Website pleasure” and “Arousal,” these constructs successfully explain Internet advertising pleasure by incorporating advertising relaxedness, advertising happiness, and advertising satisfaction. The prior experience was found to be the most significant for explaining Internet advertising pleasure. This study offers one of the first attempts to build a comprehensive theoretical model explaining Internet Advertising Pleasure, IAP. Second, this study offers a new scale for internet advertising pleasure with higher content validity.

A Study of Relationship Among Service Quality of E-Commerce Websites, Customer Satisfaction, and Purchase Intention

2020 ◽  
Vol 16 (3) ◽  
pp. 42-59
Author(s):  
Sanjay Dhingra ◽  
Shelly Gupta ◽  
Ruchi Bhatt
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Purchase Intention ◽  
Structural Equation ◽  
Reliability And Validity ◽  
Measurement Model ◽  
Equation Model ◽  
The Impact ◽  
The Relationship

The purpose of this study is to analyze the impact of online service quality of e-commerce websites on customer satisfaction and purchase intention. The study identifies the dimensions of e-service quality on the basis of the literature review, which are website design, reliability, responsiveness, trust, and personalization. A survey of 278 avid users of three popular websites was taken to validate the model. The reliability and validity of the questionnaire were checked through the measurement model and the structural equation model was used to confirm the relationship among the dimensions. The result shows that trust is the only e-service quality dimension that significantly influences overall service quality. The relationship between overall e-service quality and customer satisfaction as well as customer satisfaction and purchase intention was found statistically significant.

Impact of social support and presence on swift guanxi and trust in social commerce

2019 ◽  
Vol 119 (9) ◽  
pp. 2033-2054
Author(s):  
Jun Fan ◽  
Wangyue Zhou ◽  
Xue Yang ◽  
Boying Li ◽  
Ying Xiang
Keyword(s):  
Social Support ◽  
Structural Equation ◽  
Equation Modeling ◽  
Social Commerce ◽  
Online Questionnaire ◽  
Content Type ◽  
Support Theory ◽  
The Social ◽  
Technical Factors ◽  
Social Sharing

Purpose Swift guanxi and trust can influence consumers’ decision making in social commerce. What factors will influence the formation of swift guanxi and trust between buyers and sellers in social commerce has not been clearly investigated. The purpose of this paper is to identify antecedents and impacts of swift guanxi and trust in social commerce. Design/methodology/approach An online questionnaire was used to collect the data, and Partial Least Squares Structural Equation Modeling was employed for data analysis. Social support and presence are introduced as the antecedents for swift guanxi and trust, leading to the repurchase intention (RI) and social sharing intention of customers. Findings The results indicate that social support and presence can influence swift guanxi and trust. Social support and presence are positively associated with swift guanxi and trust which further lead to RI and social sharing intention. Practical implications The findings can be used to guide sellers in social commerce platforms to improve their services and make good use of platform features to improve customers’ perception of presence. To attract new customers and retain old customers, sellers should also build swift guanxi and trust through the recommendation and experience sharing of previous buyers on social media. Originality/value This study combines social support theory and presence theory to investigate the factors that influence customers’ purchase decision and social sharing intention in the context of social commerce in China. The integration of social support theory and presence theory explains both the social and technical factors that influence swift guanxi and trust in social commerce.

scholarly journals A Study of Factors Affecting the Performance of Micro, Small, Medium-sized Enterprises in Indonesia

2021 ◽  
Vol 2 (3) ◽  
pp. 235-247
Author(s):  
Andika Ayu Putri Ragil
Keyword(s):  
Entrepreneurial Orientation ◽  
Structural Equation ◽  
Quantitative Research ◽  
Government Regulation ◽  
Equation Model ◽  
Government Policies ◽  
Factors Affecting ◽  
The Social ◽  
Marketing Information ◽  
Tax Regulation

This research aims to study the factors affecting MSMEs’ performance in the Malang region and investigate the 0.5% final tax regulation role on MSMEs business in 2019. This study is quantitative research. The author conducted a survey shared to four hundred ninety-six MSMEs in Malang city and region and collected 217 questionnaires. Moreover, the author also collected  tax and government regulation, previous research, books, and the internet. This study used Structural Equation Model (SEM) using AMOS 26. The result reveals that entrepreneurial orientation, funding, government policy, and the social and economic aspect affect the MSMEs’ performance. The research shows that government policies are mediating funding in affecting the performance of MSMEs. It also explains explicitly that new tax regulation plays an essential role in enhancing the performance of MSMEs. However, marketing information and external institutions did not affect the performance of MSMEs in the Malang region.

scholarly journals Faktor Yang Mempengaruhi Kepuasan dan Loyalitas Konsumen Rumah Makan Langensari

2020 ◽  
Vol 3 (1) ◽  
pp. 22
Author(s):  
Syifa Fauzia ◽  
Rahayu Relawati ◽  
Gumoyo Mumpuni Ningsih
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation Model ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Equation Model ◽  
Factors Affecting ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Fixed Prices ◽  
Positive Effect

Restaurant is an interesting business, because of the high profits. The high competition between culinary businesses can encourage businesses to reach consumer satisfaction, in order to get their loyalty. The purpose of this study was to analyze the factors affecting the consumer satisfaction and loyalty at Langensari Restaurant. Accidental sampling was used to take 76 consumers as the research sample. The Structural Equation Model (SEM) and Customer Satisfaction Index (CSI) were used to analyze the data. The study result shows that consumers visiting Langensari Restaurant were very satisfied with the score of 93,57 percent. It means that the restaurant performance in the form of products, fixed prices, places, and services were fulfill the consumers expectation. Price and place affected customer satisfaction, while product and service did not affect customer satisfaction. Satisfaction had a positive effect on loyalty. The higher the level of cunsomer satisfaction, the higher the loyalty. Products, prices, services, and places also indirectly influence loyalty. Restaurants should improve the performance in terms of products, prices, services, and places. They need to be improve the flavor, price affordability, and toilet cleanliness.

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