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.

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.

scholarly journals Antecedents of Customers Loyalty towards Go-Jek Service

Telaah Bisnis ◽  
2021 ◽  
Vol 21 (2) ◽  
pp. 69
Author(s):  
Helmy Ilham Nugraha ◽  
Anas Hidayat ◽  
Putra Endi Catyanadika ◽  
Sri Rejeki Ekasasi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation Model ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Model ◽  
Sem Analysis ◽  
Website Design ◽  
Consumer Loyalty ◽  
Purposive Sampling

Service quality is one of the biggest factors in determining consumer loyalty. The aim of this study is to analyze how the Go-Jek service quality an influence customer satisfaction in shaping customer loyalty to the Go-Jek company. This research is quantitative and the variables examined in this study are website design, reliability, trust, customer satisfaction, to support consumer loyalty. This research was conducted in Yogyakarta and the data was collected using a questionnaire based on a Likert-scale, and the taking method uses purposive sampling with 300 respondents. Data were then analyzed using structural equation model (SEM) analysis with the help of WarpPLS software. The results of the study show that the effect of e-service quality on customer loyalty to the Go-Jek company were positive and significant.

scholarly journals Modified Pyramid of CSR for Corporate Image and Customer Loyalty: Focusing on the Moderating Role of the CSR Experience

2019 ◽  
Vol 11 (17) ◽  
pp. 4745 ◽  
Author(s):  
Seojin Stacey Lee ◽  
Yaeri Kim ◽  
Taewoo Roh
Keyword(s):  
Customer Loyalty ◽  
Airline Industry ◽  
Structural Equation ◽  
Equation Model ◽  
Corporate Image ◽  
Least Square ◽  
Environmental Responsibility ◽  
Positive Effects ◽  
Moderating Role

The current study aims to suggest a modified pyramid of corporate social responsibility (CSR) in the airline industry and find the moderating effects of consumer’s CSR experience (CSRE). Although previous studies proved the positive effects of CSR, there are surprisingly few research studies that incorporate Carroll’s fundamental CSR and specific issues of environmental responsibility in the airline industry as the integrated model. Thus, we suggest an alternative perspective of CSR, which can apply exclusively in the airline industry. Second, the moderating role of CSRE is demonstrated in a critical manner. To be specific, we hypothesize that sharing the same experience of altruistic motives may increase intimacy between the company and consumers, which affects a positive CSR evaluation. Therefore, consumers sharing the CSRE may perceive the CSR initiative more positively when compared to those who were not involved in the CSR programs before. By using the structural equation model (SEM) and ordinary least square (OLS) regression, we examined the effects of the modified pyramid of CSR on the corporate image (CI) and the moderating role of CSRE on customer loyalty (CL). The findings suggest that airline managers should consider environmental responsibility in CSR activities and design a variety of programs that should be designed to enhance consumers’ CSRE.

The role of customers in co-creating m-services in the O2O model

2017 ◽  
Vol 28 (5) ◽  
pp. 866-883 ◽  
Author(s):  
Jung-Kuei Hsieh
Keyword(s):  
Customer Loyalty ◽  
Structural Equation ◽  
Online Survey ◽  
Cognitive Factors ◽  
Equation Modeling ◽  
Content Type ◽  
Emotional Factors ◽  
Message Source ◽  
Store Environment

Purpose The purpose of this paper is to investigate customer loyalty in the online-to-offline (O2O) model by conceptualizing and measuring emotion and cognition. Design/methodology/approach An online survey was used to collect 514 questionnaire responses. The data were analyzed using structural equation modeling. Findings Three emotional factors influence two cognitive factors, which in turn affect customer loyalty. The type of message source acts as a moderator. In addition to pleasure and arousal, dominance is a key factor of emotion. The effects of social enhancement and store environment on customer loyalty reflect the O2O model’s integration of online and offline environments. Practical implications The moderating role of the type of message source implies that marketers of brick-and-mortar stores can promote positive offline experiences to attract online customers and then encourage these customers to disseminate personal messages in their social circles. By attracting online customers through appealing m-services and retaining these customers through favorable store environments, marketers can maximize the utility of the O2O model. Originality/value Three emotional factors and two cognitive factors are conceptualized to predict customer loyalty in the O2O model. This study shows that the relationships between cognitive factors and customer loyalty are moderated by the type of message source. When check-in activity messages are sent by friends, the perception of social enhancement can lead to greater customer loyalty. In contrast, when check-in activity messages are sent by unfamiliar sources, customer loyalty is driven more by cognition of the store environment than by online interaction. The findings enrich existing knowledge of the O2O model and m-services, and have implications for researchers and marketers.

scholarly journals Gender Roles in the Relationship between Hijrah Intention, Satisfaction, and Islamic-Bank Customer Loyalty

2021 ◽  
Vol 29 (4) ◽  
pp. 2615-2634
Author(s):  
Eka Yudiana Fetria ◽  
Hadri Kusuma ◽  
Ibnu Qizam
Keyword(s):  
Gender Roles ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Discriminant Validity ◽  
Equation Model ◽  
Mediating Role ◽  
Islamic Bank ◽  
Convergent And Discriminant Validity ◽  
The Relationship

This study aimed to analyze the differences between gender roles and the influence of hijrah intention and satisfaction on customer loyalty in Islamic banks. The data was collected from the Indonesian Islamic bank customers using convenience sampling. A total of 360 out of 927 questionnaires were received and sent back online. The hypothesis was tested using Structural Equation Model (SEM) with Smart-PLS. The variable indicators of interest were reflective and adapted from some previous literature. Furthermore, the data had satisfied convergent and discriminant validity requirements. The results showed that the Islamic bank customer loyalty routes differ between men and women. Satisfaction encourages hijrah intention without directly affecting customer loyalty in males. However, satisfaction strongly determines loyalty rather than hijrah intention for women. In the full model, hijrah intention serves a stronger mediating role on the satisfaction and loyalty relationship than the mediating role of satisfaction on the hijrah intention-loyalty relationship.

scholarly journals Fan Loyalty Toward International Football Team: The Role of Brand Image

2020 ◽  
Vol 2 (01) ◽  
pp. 58-72
Author(s):  
Dwi Irianto ◽  
Dwi Kartikasari
Keyword(s):  
Customer Loyalty ◽  
Structural Equation ◽  
Brand Image ◽  
Equation Model ◽  
Behavioral Loyalty ◽  
Attitudinal Loyalty ◽  
International Team ◽  
Football Team ◽  
The Relationship

The study of fan loyalty in sports marketing mostly is focused on spectator attachment and brand athlete. However, lack of studies examines the fan loyalty formulation toward the international team using brand image. This study aims to examine the influence of two brand image dimensions (attributes and benefits) in creating fan loyalty toward the international team. This study applies the covariance-based structural equation model for analyzing the data. The sample consists of 335 international team football fans in Indonesia. These results reveal that both attributes and benefits are pivotal factors in influencing attitudinal loyalty as well as behavioral loyalty. Further, the result shows that the effect of attributes on attitudinal loyalty is higher compared to behavioural loyalty. These findings extend the existing knowledge on the relationship between brand image and customer loyalty in a sports context and provide useful implications for practitioners to retain their fan loyalty.

Assessing customer intention use of mobile money application and the antecedent of perceived value, economic trust and service trust

2020 ◽  
Vol 16 (3) ◽  
pp. 331-345
Author(s):  
Taqwa Hariguna ◽  
Ade Maharini Adiandari ◽  
Athapol Ruangkanjanases
Keyword(s):  
Structural Equation ◽  
Online Survey ◽  
Service Providers ◽  
Personal Information ◽  
Perceived Value ◽  
Equation Model ◽  
Two Dimensions ◽  
Content Type ◽  
Mobile Money

Purpose The purpose of this study is to examine the role of trust and perceived value (PV) in customer intentions to adopt mobile money application (MMA) services. Trust and PV were broken down into various dimensions. This study investigated the two-component base trusts, namely, economic and service, and also PV as an antecedent. Design/methodology/approach This study involved 402 respondents selected through the interception and online survey approach and had five hypotheses. The structural equation model was used to test the hypothesis of this study. Findings The findings showed that the PV was related to the customer’s intention to use MMA services and economy-based trust. Trust in service providers and economic-based trust were positively related to customer intentions to use MMA services. Research limitations/implications Although the concept of MMA has been explored in several literatures, the role of trust and PV in the use of MMA has not been of much concern among researchers. In addition, this study described PV as a construction with five supporting dimensions. The current literature showed that the integration of PV with construct trust was still lacking in attention from researchers especially the study of MMA. Practical implications For practitioners, these findings confirmed that MMA service providers need to convince customers of protection to money and personal information. Also, providers need to ensure that the use of MMA provides cost and time effectiveness. Besides, it is important to ensure the services provided to customers are the fastest way to carry out financial transactions, in this case, including payment and retail purchases. This finding also showed that PV related to MMA services needs to be studied from a customer perspective, focusing on four aspects of ethics, playfulness, customer return of investment and excellent service. Therefore, handling PV in these services requires specific strategies to deal with these various aspects. Originality/value This study integrated two dimensions of trust, thus economic trust and service trust, the authors also integrated dimension of PV as the antecedent of two dimensions of trust, to understand the dimension of intention use MMA.

PENGARUH BRAND EXPERIENCE TERHADAP CUSTOMER SATISFACTION DAN CUSTOMER LOYALTY SOUR SALLY DI KOTA BANDUNG

2015 ◽  
Vol 10 (1) ◽  
pp. 57
Author(s):  
Ervina Jadeline
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Model ◽  
Research Use ◽  
Brand Experience ◽  
Consumer Loyalty ◽  
Verification Method ◽  
Direct Observations ◽  
Positive Effect

ABSTRACT The purpose in this study was to determine the effect of brand experience on consumer loyalty, either directly or indirectly, through customer satisfaction. This research use ddescriptive method and verification method. Data collected throughdistribution of questionnaires, direct observations, as well aswithliterature. The data analyzed in this studyused Structural Equation Model (SEM). The results support the studies that have been done before, which shows that the brand experience positive effect on consumer loyalty both directly and indirectly, through customer satisfaction. Keywords: brand experience, customer satisfaction, customer loyalty ABSTRAK Tujuan dalam penelitian ini adalah untuk mengetahui pengaruh pengalaman merek terhadap loyalitas konsumen, baik secara langsung maupun tidak langsung, yaitu melalui kepuasan konsumen. Penelitian ini menggunakan metode deskriptif dan juga verifikatif. Pengumpulan data dilakukan melalui pembagian kuesioner, observasi secara langsung, maupun dengan studi pustaka. Pengolahan data dalam penelitian ini menggunakan model persamaan struktural. Hasil penelitian ini mendukung penelitian-penelitian yang telah dilakukan sebelumnya, yang menunjukkan bahwa pengalaman merek berpengaruh secara positif terhadap loyalitas konsumen baik secara langsung maupun tidak langsung, yakni melalui kepuasan konsumen. Kata Kunci: pengalaman merek, loyalitas konsumen, kepuasan konsumen

scholarly journals Assessing impact of triple helix variables to knowledge transfer variable and innovation systems

2021 ◽  
Vol 12 (4) ◽  
pp. 1690-1700
Author(s):  
Agung Budi Prasetio , Et. al.
Keyword(s):  
Knowledge Transfer ◽  
Structural Equation ◽  
Triple Helix ◽  
Online Survey ◽  
Innovation System ◽  
Equation Model ◽  
Innovation Systems ◽  
University Environment ◽  
Good Government

The purpose of this study was to examine the role of the triple helix (TH) variable in knowledge transfer and innovation systems.  TH is divided into 3 variables, namely Industry, University and Government.  This study examined three TH knowledge transfer variables and innovation systems and the items variables that supported them. This study involved 360 respondents who were selected through an interception and online survey approach and had 4 hypotheses.  This study used a structural equation model to test the hypothesis. The findings showed that TH which consisted of 3 variables had a direct relationship with knowledge transfer.  Meanwhile, knowledge transfer was directly related to innovation systems. Although the TH concept had been explored in some previous literature, the role of TH and knowledge transfer had not been the concern of many researchers in creating innovation systems. Implications for practitioners, these findings confirmed that Innovation systems can be formed from an early age starting from the university environment and good government policies.  These findings also indicated that knowledge transfer related to TH services needed to be studied from a broader perspective.  Therefore, handling TH required synergy and a special strategy to take advantage of knowledge transfer in order to create an innovation system. Originality of this study, integrated the TH dimension with knowledge transfer and Innovation Systems. 

scholarly journals POSITIVE EFFECT OF ETHICAL BEHAVIOR, CORPORATE ETHICAL VALUE, AND IDEALISM IN THE WORKPLACE

2020 ◽  
Vol 5 (2) ◽  
pp. 155-164
Author(s):  
Kathelyn Kathelyn ◽  
Andi Ina Yustina ◽  
Setyarini Santosa
Keyword(s):  
Statistical Analysis ◽  
Structural Equation Model ◽  
Ethical Behavior ◽  
Structural Equation ◽  
Positive Relationship ◽  
Equation Model ◽  
Web Based ◽  
A Company ◽  
Positive Effect

Accountants who work in a company that adopted an excellent corporate ethical value are believed to have a higher idealism orientation of ethics. This study empirically examines the role of ethical behavior to influence the positive effect of corporate ethical value toward an accountant's idealism. By using a web-based survey, this study spread 100 questionnaires to accountants in Indonesia. The statistical analysis that is used for this research is the Structural Equation Model (SEM) with a Partial Least Squares (PLS) approach. This study result shows that there is a positive relationship between corporate ethical value and idealism, moderate by ethical behavior.

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