scholarly journals GROWTH PROSPECTS OF E-RETAILING IN ELECTRONIC GOODS MARKETS

2020 ◽  
Vol 1 (2) ◽  
pp. 71-88
Author(s):  
Gunjan Malhotra ◽  
Ranjana Aggarwal
Keyword(s):  
Customer Satisfaction ◽  
Hypothesis Testing ◽  
Analysis Of Variance ◽  
Online Shopping ◽  
Retail Industry ◽  
Customer Perception ◽  
Competitive Edge ◽  
Growth Prospects

E-retailing has emerged as a significant player in the retail industry in India. The major cutthroat competition happens between Flipkart, Amazon, and Snap deal. These merchants have a significant competitive edge on electronic goods over other merchants in Indian online shopping portals. Thus, the purpose of this paper is to understand and analyses the universal perception and satisfaction quotient of customers in India concerning to the purchase of electronic goods via these e-commerce merchants.  We have used hypothesis testing and analysis of variance to understand customer satisfaction and customer perception. The results show that overall customer satisfaction is the highest for Flipkart. Also, the physical appeal and the quality of the product are the main reasons which impact the customer's perception toward not shopping online. This study is original in itself because it is limited to the purchase of electronic goods only from the emerging e-retail merchants-  Flipkart, Snap deal, and Amazon in India.

scholarly journals The Influence of Price, Quality of Service and Promotions on Customer Satisfaction at Bu Rajab Resto Pancing and Cottage

2021 ◽  
Author(s):  
Rabhi Fathan Muhammad ◽  
Tina Melinda
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Linear Regression ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Hypothesis Testing ◽  
Positive Impact ◽  
Collection Data

This study was conducted to analyze the influence of price (X1), service quality (X2) and promotions (X3) on customer satisfaction at Bu Rajab Resto Pancing and Cottage. The study used a quantitative approach and was conducted from March to June 2020. Purposive sampling was used. 120 people were included in the research and 97 people were selected as samples. Participants were customers of Bu Rajab Resto Pancing and Cottage who had visited at least 2 times. A questionnaire was used for data collection. Data analysis involved linear regression, hypothesis testing and classical assumption tests, using the SPSS program. Price and service quality had a significantly positive impact on customer satisfaction, but promotions did not. Keywords: price, service quality, promotion, customer satisfaction

scholarly journals Sustainable Online Shopping Logistics for Customer Satisfaction and Repeat Purchasing Behavior: Evidence from China

2019 ◽  
Vol 11 (20) ◽  
pp. 5626 ◽  
Author(s):  
Choi ◽  
Chung ◽  
Young
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Online Shopping ◽  
Customer Relationship ◽  
Purchasing Behavior ◽  
Logistics Services ◽  
Quality Of Delivery ◽  
The Impact ◽  
Repeat Purchasing

This study examines the impact of the quality of online shopping logistics services on customer satisfaction and in driving subsequent repeat purchasing behavior. Five hypotheses are established to represent the relationships between customer satisfaction and each factor of logistics services: quality of information, quality of order, quality of delivery, price of delivery, and customer service. The research includes surveys conducted over two months from 1 December, 2016, to 31 January, 2017, targeting mostly young Chinese customers with experience purchasing products online, thus representing e-commerce. A questionnaire was distributed to each subject in a sample of 150 Chinese customers with online shopping experience. The empirical analysis indicates that logistics service quality, and primarily the quality of delivery, has a statistically significant impact on customer satisfaction, which, in turn, has a statistically significant impact on repeat purchasing behavior. The results provide insight into the strategy behind China’s rapidly growing online shopping industry, which focuses on maintaining stability through long-term customer relationship management.

scholarly journals The influences of cleanliness and employee attributes on perceived service quality in restaurants in a developing country

2017 ◽  
Vol 11 (4) ◽  
pp. 608-627 ◽  
Author(s):  
Ngan Truong ◽  
Tahir Nisar ◽  
Dan Knox ◽  
Guru Prabhakar
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Design Methodology ◽  
Content Type ◽  
Perceived Service Quality ◽  
Customer Perception ◽  
Behavioural Intentions ◽  
Key Dimensions ◽  
The Relationship

Purpose The purpose of this paper is to investigate the service quality of full-service restaurants in Vietnam to explore possible factors that may impact customer perception, which subsequently influences customer satisfaction and behavioural intentions. Based on the DINESERV model and service clues, the possible dimensions to construct customer perception were realised, and four key dimensions were suggested. Design/methodology/approach Data were collected from four urban local full-service restaurants in Vietnam, and factor analysis and SEM-PLS were then performed to uncover the relationship between customer perception, satisfaction and behavioural intentions. Findings The results suggest that customer perception significantly influences customer satisfaction and behavioural intentions, and customer satisfaction itself is also found to have influence on behavioural intentions. Originality/value This is an original piece of work which contributes to the exploration of service quality in developing countries and to the incorporation of cleanliness into analyses of restaurant service quality in particular.

scholarly journals Pengaruh Kualitas Layanan Elektronik Terhadap Loyalitas Pelanggan “Buka Lapak” Melalui Kepuasan Pelanggan ( Studi Kasus Di Kampus Ama Yogyakarta )

2021 ◽  
Vol 16 (1) ◽  
Author(s):  
Wahyudiyono Wahyudiyono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Online Shopping ◽  
Sampling Technique ◽  
Internet Marketing ◽  
Digital Era ◽  
Internet Media ◽  
Research Types

Absract Increasingly competitive business requires entrepreneurs to make new innovations in service, like providing convenience to customers in making transactions. Through this effort, the company can maintain market share so that it exists. By utilizing internet media in the digital era today, one of the initiatives done is to provide electronic services to customers. The purpose of this research is to find out and test the influence of e-service quality on customer loyalty mediated by customer satisfaction variables. The population in this study was the students of the Academy of Administration Management Yogyakarta (AMAYO) of which they had transacted more than two times of the online shopping site Bukalapak. The sampling technique used was purposive sampling sample. The number of sampling was 100. Based on the results of research, e-service quality has positive influences for customer satisfaction and customer loyalty. Besides, it can be proven that customer satisfaction is the mediation of the quality of E-service influencing customer loyalty. Based on Sobel Formula, it was found that the value T calculated 3.97449 > T table 1.960. It means that E-Service Quality affects customer loyalty mediated by customer satisfaction. Further, it needs other research types of online shopping sites in Indonesia.   Keywords: E-Service Quality, Customer Loyalty, Customer Satisfaction, Internet Marketing, Bukalapak

scholarly journals Effect of Service Quality and Price on Customer Satisfaction at Kartika Candra in Jakarta

2020 ◽  
Vol 10 (1) ◽  
pp. 113
Author(s):  
Raden Roro Ayumetarini
Keyword(s):  
Quality Of Service ◽  
Statistical Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Hypothesis Testing ◽  
Hypothesis Test ◽  
Regression Testing ◽  
Analysis Technique

This study aims to determine the effect of service quality and price on customer satisfaction at Kartika Candra in Jakarta. The method used was explanatory research with a sample of 96 respondents. The analysis technique uses statistical analysis with regression testing, correlation, determination and hypothesis testing. The results of this study the quality of service significantly influence customer satisfaction by 40.6%, hypothesis testing obtained significance 0,000 <0.05. Price significantly influence customer satisfaction by 40.0%, the hypothesis test obtained significance of 0,000 <0.05. Service quality and price simultaneously have a significant effect on customer satisfaction by 50.3%, hypothesis testing obtained significance 0,000 <0.05.

scholarly journals Determinants Of Customer-Perceived Service Quality In Senior-Care Industry And Their Relationship To Customer Satisfaction And Behavioral Intentions: Research Findings From Taiwan

2011 ◽  
Vol 7 (12) ◽  
Author(s):  
Hsing-Yun Chang ◽  
Cho-Pu Lin ◽  
Meng-Yun Tsou ◽  
Chien-Ting Chen
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Rural Areas ◽  
Food Service ◽  
Three Dimensions ◽  
Perceived Service Quality ◽  
Competitive Edge ◽  
Research Findings ◽  
The Relationship

The senior-care market has been on the rise in Taiwan, especially in rural areas. Soaring competition among senior-care operators has led to escalating consumer demands on performances, driving the industry to become more customer-oriented. The authors examined the relationship between service quality of senior care and customer satisfaction in rural Taiwan based on Parasuraman, Zeithmal and Berrys SERVQUAL ten dimensions (i.e., access, communication, competence, courtesy, credibility, reliability, responsiveness, security, tangibles and understanding the customer) and Lees food service. Multiple regression was conducted to test the relationships. The statistical results showed that access, courtesy and food service are significantly and positively related to customer satisfaction. This finding, among others, suggests that senior-care operators in rural Taiwan might have overlooked the above mentioned three dimensions as factors leading to customer satisfaction and, ultimately, to a sustainable competitive edge.

scholarly journals Evaluation of the Quality of Service Muasalat Oman Company

2020 ◽  
Author(s):  
Ali Khaliah Al Bluish ◽  
Hussin A.M Yahia
Keyword(s):  
Customer Satisfaction ◽  
Public Transportation ◽  
Service Industry ◽  
Raw Materials ◽  
Factors Affecting ◽  
Customer Perception ◽  
The Public ◽  
Transportation Sector ◽  
Spss Software

Public transportation is one of the significant contributor towards the economic growth and development of a country as it facilitates the movement of people, labour, products and services and raw materials among others. With the increasing competition and options in the public transportation sector, the customers have become highly demands and expect to be served better by the companies. There are many factors affecting the customer perception and the customer satisfaction level considering the public transportation including the quality of the buses, timing and punctuality of the business. The aim of this research is to examine the degree of service quality and customer satisfaction in the transport service industry in Oman, a case on Mwasalat Bus Way Company.  The data was collected via the questionnaire distributed among the   medium among the travelers. The data collected has been transformed into numerical format for ease of analysis using the SPSS software 23. The researcher has relied on the software for conducting the reliability test, frequency distribution test, cross tabulation and correlation analysis for assessing the potential relationship between different variables of the study. The research finding has indicated that through Urban transportation sector in Oman is focused on offering high quality service to the customers, there is need for the sector to offer additional benefits to reflect their adoption of market trends as in the free Wi-Fi access while travelling, electronic devices charging points and the latest means of payments like over the phone among others.

scholarly journals PENGARUH PENGALAMAN PELANGGAN DAN KEPERCAYAAN TERHADAP NIAT BELI ULANG SECARA ONLINE MELALUI KEPUASAN PELANGGAN (Studi Pada Situs Online Berrybenka.com)

2018 ◽  
Vol 7 (10) ◽  
pp. 5343
Author(s):  
Ni Luh Dian Yolandari ◽  
Ni Made Wulandari Kusumadewi
Keyword(s):  
Customer Satisfaction ◽  
Purchase Intention ◽  
Online Shopping ◽  
Customer Experience ◽  
Repurchase Intention ◽  
Repurchase Intentions ◽  
Analysis Techniques ◽  
Buy Back ◽  
Scale Data

The purpose of this study to determine the effect of customer experience, trust, customer satisfaction and re-purchase intention at online shopping site Berrybenka.com. The study was conducted in Denpasar City, using sample size of 112 people. Data were obtained by distributing questionnaires measured by Likert Scale. Data analysis techniques used in the form of classical assumption test, path analysis and equipped with test sobel. The results of this study indicate that customer experience and trust have a positive and significant effect on customer satisfaction. Customer experience and trust have a positive and significant impact on repurchase intentions. Customer satisfaction is able to positively mediate and significantly impact the customer's experience on repurchase intentions. Customer satisfaction is able to positively and positively mediate the effect of trust on repurchase intentions. Berrybenka.com is expected to maintain and even increase customer satisfaction so that it will impact on the intention to buy back. With the intention of buy back can affect the quality of online shopping site Berrybenka.com. Keywords : customers experience, trust, customer satisfaction, and repurchase intention

scholarly journals Implementasi Metode Servqual Untuk Evaluasi Pelayanan Berbasis Web Studi Kasus : Puskesmas Talun Kabupaten Blitar

Repositor ◽  
2020 ◽  
Vol 2 (2) ◽  
pp. 177
Author(s):  
Septa Hariyanto ◽  
Maskur Maskur ◽  
Ilyas Nuryasin
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Community Health Center ◽  
Level Of Service ◽  
Human Right ◽  
Customer Perception ◽  
Average Value

AbstrakKesehatan merupakan hak asasi manusia dan salah satu unsur yang harus diwujudkan sesuai dengan cita-cita bangsa Indonesia. Dalam sebuah organisasi yang bergerak didalam bidang jasa khususnya dalam pemberian layanan kesehatan yaitu puskesmas, kepuasan pasien harus menjadi tujuan utama mereka dalam memberikan pelayanan. Metode yang digunakan untuk mengukur kesenjangan antara persepsi dan ekspektasi pelanggan dalam penelitian ini adalah metode Service Quality (Servqual) yang dikembangkan oleh Parasuraman dkk. Servqual merupakan salah satu metode yang dapat digunakan untuk mengukur kepuasan pelanggan atas jasa yang telah diterimanya yakni dengan membandingkan tingkat persepsi dan ekspektasinya. Servqual menilai kualitas pelayanan berdasarkan 5 dimensi kualitas, yaitu dimensi tangibles, responsiveness, reliability, assurance, dan emphaty. Dengan menggunakan metode servqual peneliti dapat membuat sistem yang dapat menilai tingkat kepuasan pelanggan yang menggunakan jasa pelayanan puskesmas. Dalam penggunaan sistem, diperoleh hasil data tingkat kepuasan pasien di Puskesmas Talun Kabupaten Blitar pada bulan Februari 2016 dengan nilai rata-rata 2,646 atau dikategorikan cukup puas. Data yang diperoleh dapat menjadikan tolak ukur suatu penyedia layanan untuk memperbaiki tingkat pelayanannya.AbstractHealth is a human right and one of the elements that must be realized in accordance with the ideals of the Indonesian nation. In an organization engaged in the field of services, especially in the provision of health services that is puskesmas, patient satisfaction should be their main goal in providing services. The method used to measure the gap between customer perception and expectation in this research is Service Quality (Servqual) method developed by Parasuraman et al. Servqual is one method that can be used to measure customer satisfaction for services that have received that is by comparing the level of perception and expectations. Servqual assess the quality of service based on 5 dimensions of quality, namely dimension tangibles, responsiveness, reliability, assurance, and emphaty. By using servqual method researchers can create a system that can assess the level of customer satisfaction using services puskesmas. In the use of the system, the results obtained data on the level of patient satisfaction at the Community Health Center Talun Blitar in February 2016 with an average value of 2.646 or categorized quite satisfied. The data obtained can set benchmarks for a service provider to improve the level of service.  

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