scholarly journals Factors Affecting the Customer Loyalty of Tokopedia E-Commerce

2021 ◽  
pp. 202-210
Author(s):  
Wianadhira Nur Hasna ◽  
Indira Rachmawati
Keyword(s):  
User Interface ◽  
Risk Perception ◽  
Customer Loyalty ◽  
Perceived Risk ◽  
Service User ◽  
Information Quality ◽  
Positive Influence ◽  
Partial Least Square ◽  
Website Quality ◽  
Service Information

This research aims to recognize any factors that might affect the customer loyalty on Tokopedia with its related variables such as service user interface, service information quality, perceived security, e-commerce service feedback, perceived privacy, perceived risk, perception of website quality, e-customer satisfaction, and e-customer trust. The process of collecting data uses a questionnaire with a purposive sampling method and 385 respondents are Tokopedia users. The data analysis technique used in this research is SEM-PLS (Partial Least Square). The result of this research mentions that variables of e-commerce service user interface, perceived privacy, perceived risk, perception of website quality influence the variables of e-commerce satisfaction and e-commerce trust while e-commerce service information quality variable only has a positive influence on e-commerce satisfaction variable. On the other hand, e-commerce satisfaction does not have a positive influence on e-commerce customer loyalty while e-commerce trust positively influences e-customer loyalty.

scholarly journals Get Close to the Robot: The Effect of Risk Perception of COVID-19 Pandemic on Customer–Robot Engagement

2021 ◽  
Vol 18 (12) ◽  
pp. 6314
Author(s):  
Jifei Wu ◽  
Xiangyun Zhang ◽  
Yimin Zhu ◽  
Grace Fang Yu-Buck
Keyword(s):  
Risk Perception ◽  
Perceived Risk ◽  
Hospitality Industry ◽  
Positive Influence ◽  
Mediating Effect ◽  
Service Robots ◽  
Industry Analysis ◽  
Social Distancing ◽  
Risk Seeking ◽  
Positive Effect

The purpose of this study was to examine the effect of the COVID-19 pandemic on customer–robot engagement in the Chinese hospitality industry. Analysis of a sample of 589 customers using service robots demonstrated that the perceived risk of COVID-19 has a positive influence on customer–robot engagement. The positive effect is mediated by social distancing and moderated by attitudes towards risk. Specifically, the mediating effect of social distancing between the perceived risk of COVID-19 and customer–robot engagement is stronger for risk-avoiding (vs. risk-seeking) customers. Our results provide insights for hotels when they employ service robots to cope with the shock of COVID-19 pandemic.

“I Can Live Without Banks, but Not Without Banking”

2021 ◽  
Vol 17 (3) ◽  
pp. 1-20
Author(s):  
Nitika Sharma ◽  
Pooja Goel ◽  
Anuj Sharma
Keyword(s):  
Structural Equation ◽  
Information Quality ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Online Questionnaire ◽  
Website Quality ◽  
Mediating Role ◽  
Service Interaction

The purpose of this paper is to examine the antecedents of e-banking loyalty and evangelism via threefold construct of WEQUAL (usability, information quality, and service interaction) of public sector banks operating in India. Moreover, it also investigates the mediating role of consumers' trust on the website quality of these banks and their impact on e-banking loyalty and evangelism. The data was collected from 243 respondents through online questionnaire. In order to develop the model and test the hypotheses, partial least square structural equation modeling (PLS-SEM) was done through Smart PLS version 3.2.9. Results assert that website quality of banks positively influences the trust of consumers via usability, information quality, and service interaction. Also, consumer trust plays a mediation role between WEBQUAL constructs and e-banking loyalty and evangelism.

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 Analisa Kualitas Layanan Website PT. Masusskita United Menggunakan Metode Webqual

2021 ◽  
Vol 15 (2) ◽  
pp. 88
Author(s):  
Audina Faza ◽  
Agus Prasetyo Utomo
Keyword(s):  
User Interface ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Information Quality ◽  
Heavy Duty ◽  
Service Interaction ◽  
Variable Information

Abstrak - PT MASUSSKITA UNITED adalah sebuah perusahaan yang bergerak dibidang Heavy Duty Industry. Peningkatan informasi melalui pemanfaatan website selaras perkembangan teknologi saat ini. Website perusahaan yang telah diimplementasikan menjadi pendorong dalam upaya meningkatkan informasi produk, namun seiring perkembangan kebutuhan perusahaan yang bertambah, dibutuhkan analisa untuk mengukur kualitas layanan website yang diharapkan mampu mendongkrak pelayanan dan penjualan secara maksimal kepada pengunjung website. Metode webqual digunakan untuk mengukur kualitas layanan website yang berdomain www.masusskita.co.id dengan menggunakan metode Webqual, dan penelitian ini bertujuan untuk mengetahui kualitas kepuasan layanan website PT Masusskita United. Metode pengumpulan data menggunakan kuesioner dan memperoleh 161 responden. Pengolahan data statistik menggunakan SmartPLS 3.0. Hasil dari uji hipotesis yang menunjukan bahwa dari 5 hipotesis hanya 4 yang memiliki pengaruh yang signifikan dan 1 tidak signifikan. Secara bersama-sama Variable Usability, User Interface, Service Interaction berpengaruh terhadap variabel E-Cutomer Satisfaction, dan Pengaruh positif dan adanya pengaruh signifikan Variabel E-Customer  terhadap variabel E-Customer Loyalty. Namun pengaruh variable Information Quality tidak signifikan terhadap variable E-Customer Satisfaction.

scholarly journals Determinan Kepuasan, Kepercayaan dan Loyalitas Pelanggan UKM Sasirangan Melalui Media Sosial Instagram (Studi Pada Pelanggan yang merupakan Followers/Pengikut Kasasiur_Banjar )

2021 ◽  
Vol 5 (1) ◽  
pp. 14-30
Author(s):  
Rizki Adhani ◽  
RR Yulianti Prihatiningrum
Keyword(s):  
User Interface ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Information Quality ◽  
Equation Modeling ◽  
Significant Positive Effect ◽  
Interface Quality ◽  
Customer Trust ◽  
Positive Effect

This study aims to analyze the influence of User Interface Quality (X1), Information Quality (X2), Privacy Perception (X3) and Price (X4) on Satisfaction (Y1), analyze the influence of User Interface Quality (X1), Information Quality (X2), Privacy Perception (X3) and Satisfaction (Y1) on Trust (Y2) and analyze the influence of Satisfaction (Y1) and Trust (Y2) on Customer Loyalty (Y3).This research is a quantitative study using a survey approach. This research method uses a questionnaire with 150 respondents who are Instagram followers with kasasiur_banjar accounts. In this study using the Non Probability Sampling technique by purposive sampling. Measurement of variables using a Likert scale technique with a scale of weights from 1 to 5. To determine the effect of the studied variables Structural Equation Modeling (SEM) analysis tools are used.The results of the study concluded that User Interface quality has a significant positive effect on customer satisfaction. User Interface quality has a significant positive effect on customer trust. Information quality has a significant positive effect on customer satisfaction. The quality of information t has a significant positive effect on customer trust. Privacy perception has a significant positive effect on customer satisfaction. Privacy perception has a significant positive effect on customer trust. Price has a significant positive effect on customer satisfaction. Customer satisfaction has a significant positive effect on trust. Customer satisfaction has a significant positive effect on customer loyalty. Customer trust has a significant positive effect on customer loyalty. 

scholarly journals PENGARUH KEPERCAYAAN DAN RISIKO TERPERSEPSI TERHADAP KEPUTUSAN PEMBELIAN DARING DENGAN HARGA TERPERSEPSI SEBAGAI VARIABEL PEMODERASI (STUDI KASUS PADA SHOPEE INDONESIA)

2019 ◽  
Vol 14 (2) ◽  
Author(s):  
Tisia Priskila
Keyword(s):  
Risk Perception ◽  
Perceived Risk ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Purchasing Decisions ◽  
Moderator Variable ◽  
Perceived Price ◽  
Negative Effect

This study aims to determine the effect of trust and risk perception on online purchasing decisions and the influence of price perception as a moderator variable on trust, risk perception, and online purchasing decisions. The analysis method used is PLS-SEM (Partial Least Square-Structural Equation Modeling) with a sample of 100 respondents. The results show that trust has a positive effect on online purchasing decisions and perceived risk has a negative effect on online purchasing decisions. Perceived price as a moderating variable weakens the influence of trust on online purchasing decisions but it does not have an influence on the relationship between risk perception and online buying decisions.<br />Keywords: trust, perceived risk, perceived price, purchase decision

Clean and green: the relevance of hotels' website quality and environmental management initiatives for green customer loyalty

2022 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Hongzheng Sun ◽  
Sarminah Samad ◽  
Shafique Ur Rehman ◽  
Muhammad Usman
Keyword(s):  
Environmental Management ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Positive Influence ◽  
Hotel Management ◽  
Website Quality ◽  
Content Type ◽  
Mediating Role ◽  
Green Practices ◽  
Green Trust

PurposeCustomers' focus increasingly turns to the green practices of firms. Organizations need to rethink their strategies and position themselves concerning their environmental responsibility. The idea behind this study is to observe the influence of hotel website quality and hotel environmental management initiative (HEMI) on green customer loyalty in the Pakistan hotel industry with the mediating role of green trust (GT) and green satisfaction (GS).Design/methodology/approachThe study is quantitative, and partial least squares structural equation modelling followed to test the proposed hypotheses. A total of 542 questionnaires were used for analysis through SPSS 25.0 and SmartPLS 3.2.9.FindingsThe findings confirm the proposed positive influence of hotel website quality and HEMI on green customer loyalty. Moreover, GT and GS significantly mediate the relationship, further enhancing the relevance of green practices for hotels.Practical implicationsHotel management can get maximum customer loyalty to concentrate on hotel website quality, HEMI, GT and GS.Originality/valueThis study aims to develop a research model to incorporate hotel website quality, HEMI, GT, GS and green customer loyalty by using signalling theory and natural resource-based view theory that prior studies ignored.

scholarly journals Corporate governance practices’ influence on customer loyalty in Nigerian retail banks

2018 ◽  
Vol 18 (1) ◽  
Author(s):  
Olubunmi O. Obioha ◽  
Ajay K. Garg
Keyword(s):  
Corporate Governance ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Banking Sector ◽  
Positive Influence ◽  
Retail Banking ◽  
Partial Least Square ◽  
Least Square ◽  
Bank Management ◽  
Governance Practices

Orientation: Customer loyalty is crucial in the retail banking sector, given the increasing competition within the industry and from emerging non-traditional players.Research purpose: This study sought to establish the influence of corporate governance practices on customer loyalty in Nigerian retail banks.Motivation for the study: Conducting a study of this nature highlights how corporate governance practices contribute to customer loyalty in the retail banking sector of Nigeria as a developing country in Africa.Research design, approach and method: Premised on relationship marketing and stakeholder theoretical orientations, the study used a sample of 424 bank customers scientifically selected from eight commercial banks identified within Ibadan Metropolis, Nigeria. A six-construct survey instrument was used to collect relevant data. Partial least square structural equation modelling (PLS-SEM) version 3 was utilised to ascertain the interaction between customer loyalty and corporate governance practices domains.Main findings: The result of the PLS-SEM model established that all corporate governance practices had a positive effect on customer loyalty at a very significant level (p < 0.01), except transparency and disclosure, which had an inverse relationship and effect on customer loyalty, though at a non-significant level (β = -0.005, p = 0.93). Presence of competent bank management had the highest positive influence on customer loyalty.Practical/managerial implications: The findings of this study will be useful for bank management and role players in the financial and other service sectors on the importance of good corporate governance and specific attributes of the identified corporate governance that are critical for business success.Contribution/value-add: This study was able to identify corporate governance practices from customers’ perspective, which is a departure from the traditional shareholder perspective in business studies. It has advanced the relatively known terrain in corporate governance and business literature by opening up new debates on the relevance of corporate leadership beyond the confines of the boardroom.

The Effect of Consumer Emotions on Online Purchasing Behavior

2020 ◽  
pp. 221-241
Author(s):  
Dilaysu Cinar
Keyword(s):  
User Interface ◽  
Positive Emotions ◽  
Information Quality ◽  
Product Information ◽  
Negative Emotions ◽  
Purchasing Behavior ◽  
Interface Quality ◽  
Service Information ◽  
Online Consumer ◽  
Consumer Emotion

This chapter was written to demonstrate the effect of consumer emotion on online purchasing behavior. According to the results obtained from 418 data, it was observed that both positive and negative emotions impacted online buying behavior. In this context, as the positive emotions of the online consumer increases, the frequency of purchases increases, but as the negative emotions of the online consumer increases, the frequency of purchases decreases. In addition, user interface quality, product information quality, service information quality, site awareness, security perception, information satisfaction, and relational benefit factors are factors that negatively affect consumers emotionally in purchasing online. On the other hand, only product information quality, user interface quality, and security perception factors positively affect emotions of online consumers.

scholarly journals ANALYSIS THE EFFECT OF SERVICE QUALITY, PRICE ADVANTAGES, AND MARKETER’S BEHAVIORAL TOWARDS CUSTOMER SATISFACTION IN ORDER TO INCREASE CUSTOMER LOYALTY (Study in PT. DES TEKNOLOGI INFORMASI)

2019 ◽  
Vol 17 (1) ◽  
pp. 63
Author(s):  
Edwin Krisna Nugroho
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
User Satisfaction ◽  
Service User ◽  
Structural Equation ◽  
Empirical Studies ◽  
Positive Influence ◽  
Equation Modeling ◽  
Positive Effect

This research is aimed to examine the effect of Service Quality, Price Excellence, and Marketers Behavioral Behavior, to Customer Satisfaction, and its impact on Customer Loyalty. The problem of research is how to improve Customer Loyalty, by improving Customer Satisfaction, through Service Quality, Price Excellence, and Behavior Ethics of Marketers?The sample in this research is the customer of PT. DES Teknologi Informasi of 150 respondents. Data analysis is done by Structural Equation Modeling (SEM) using AMOS software. The results of the analysis show that Service Quality, Price Excellence, Marketers Behavior Ethics, have a positive and significant influence on Service User Satisfaction, in order to increase Service User Loyalty.The results of these empirical studies have an indication that Service Quality has a positive influence on Customer Satisfaction; Price advantage has a positive effect on Customer Satisfaction; Behavior Ethics Marketers have a positive influence on Customer Satisfaction; User Service Satisfaction has a positive effect on Customer Loyalty.

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