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Karmawan, I. Gusti Made. "Dampak Peningkatan Kepuasan Pelanggan dalam Proses Bisnis E-Commerce pada Perusahaan Amazon.Com." ComTech: Computer, Mathematics and Engineering Applications 5, no. 2 (December 1, 2014): 748. http://dx.doi.org/10.21512/comtech.v5i2.2237.
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The Purpose of writing is to describe the impact of increased customer satisfaction in the business process of e-commerce at Amazon.com and analyzed e-commerce strategies used in the company.The Benefits are to get an overview of the strategies in the Amazon.com for improving customer satisfaction and the impact of increased satisfaction. The method of writing is conducting reviews of existing sources to gain an overview strategy and business processes e-commerce at Amazon.com. The paper results are gaining knowledge of thenumber of visitors and Sales that accurred at Amazon.com. The Conclusions is about the impact of increasing customer Satisfaction in the business process e-commerce in the Amazone.com.
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Siregar, Budi Alamsyah. "Communication Strategy in Improving Satisfaction E-Commerce Customers." Almana : Jurnal Manajemen dan Bisnis 5, no. 2 (August 16, 2021): 148–55. http://dx.doi.org/10.36555/almana.v5i2.1493.
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At this time, product marketing competition is experiencing dynamic changes and is getting higher. Therefore, companies are required to choose the right marketing strategy to support increased product sales. Business communication is one of the strategies that companies can apply. This is because business communication is an attempt to provide information to customers. Accuracy in implementing business communication will cause positive customer reactions to the products being sold. This study aims to determine how the implementation of business communication strategies by e-commerce companies in Indonesia creates customer satisfaction with the services. This study uses a qualitative and quantitative method approach—research data, using primary and secondary data. Primary data were obtained directly from research respondents through interviews and questionnaires. On the other hand, secondary data is obtained based on existing library sources. Data collection, obtained from 30 customers who use e-commerce purchases. Data analysis was performed using descriptive techniques and a simple linear regression test. The results showed that the involvement of managers and field staff in providing services to customers increased sales. This finding shows that the right business communication strategy has a positive impact on customer trust reactions, which in turn increases product sales.
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Masyhuri, Muhammad. "Key Drivers of Customer Satisfaction on the E-Commerce Business." East Asian Journal of Multidisciplinary Research 1, no. 4 (May 30, 2022): 657–70. http://dx.doi.org/10.55927/eajmr.v1i4.405.
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To survive in the e-retail business, current online retailers should compete with others to retain their customers. Tremendous efforts are required to meet the expectations of demanding online customers. This means that online businesses should understand what key factors determine customer satisfaction to survive in the current e-commerce business. The aim of this paper is to analyze the key factors of customer satisfaction for e-commerce companies. The methodology of this study is based on the work of (Yoon, 2007), which consists of customer service, fulfilment/reliability, ease of use, product/service offering, and security and privacy. The world's two leading e-commerce companies - Amazon and eBay - were selected as best practice examples for this case.
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Hairuddin, Hanitahaiza, Sharidatul Akma Abu Seman, and Noorizan Mohamad Mozie. "Customers’ Satisfaction on the Quality of E-Commerce." ADVANCES IN BUSINESS RESEARCH INTERNATIONAL JOURNAL 5, no. 3 (December 31, 2019): 1. http://dx.doi.org/10.24191/abrij.v5i3.9965.
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As an important profit driver for business, e-commerce gives various opportunities to small and huge companies to sustain. Customer will visit e-commerce repeatedly when they feel satisfy with e-commerce services. Hence, this study aims to investigate the impacts of service quality on e-commerce context. Information quality, e-service quality, security and usefulness were predicted to have positive relationship with the customers’ satisfaction. Using purposive sampling techniques, 388 questionnaires were collected from the customers who had experienced in using Lazada and Shopee e-commerce website. PLS-SEM was used to analyse the collected data and test the proposed research hypotheses. The results indicate that information quality, e-service quality and security have positive relationship with user satisfaction, while usefulness is not significant. This finding could be used as a guideline for the companies to improve their e-commerce services.
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Rahman, Sarli, Fadrul Fadrul, Mujtaba M. Momin, Yusrizal Yusrizal, and Robert Marlyn. "Improving Satisfaction and Loyalty of Online Shop Customer Based on E-Commerce Innovation and E-Service Quality." Gadjah Mada International Journal of Business 24, no. 1 (January 12, 2022): 56. http://dx.doi.org/10.22146/gamaijb.58783.
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The purpose of this study is to develop new knowledge related to innovation in e-commerce, which we call e-commerce innovation, and how its impact on customer satisfaction and loyalty, together with e-service quality, in the context of an online shop in Indonesia. Several measurement items of e-commerce innovation were adopted and modified from the existing literature. To answer how the impact on customer satisfaction and loyalty, then used partial least squares structural equation modeling to analyze data from 400 respondents. Empirical test results found that e-commerce innovation and e-service quality can each increase customer satisfaction and loyalty. It is also known that in the context of online shop customers in Indonesia, its easier to create customer satisfaction than customer loyalty.
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Artana, I. Made, Hartina Fattah, I. Gede Juliana Eka Putra, Ni Luh Putu Sariani, Maryan Nadir, Asnawati Asnawati, and Rismawati Rismawati. "Repurchase intention behavior in B2C E-commerce." International Journal of Data and Network Science 6, no. 1 (2022): 147–54. http://dx.doi.org/10.5267/j.ijdns.2021.9.013.
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The intention to buy back is one of the objectives of the business strategy. This study aims to analyze the effect of mediating customer satisfaction on e-service and repurchase intention. This analytical study was conducted on e-commerce that is widely used by Indonesia, namely Shopee.co.id. The rapid growth of e-commerce, both C2C and B2B, has made online retailers compete in the online retail business. The intention to buy back is no longer solely due to the quality of service like an offline business. The purpose of this study is to analyze the role of mediating customer satisfaction from the quality of E-Commerce on repurchase intention in E-Commerce that has implemented a combination of C2B and B2B. Quantitative methods with structural equation analysis (SEM) and path analysis were used to analyze data using LISREL. The questionnaire is distributed to respondents used as samples taken from the population for this research. The researched population is user of Shopee.co.id in Indonesia, whereas samples of the population are randomly taken. The samples of this research are 279 respondents. The results of this study found that there is no significant direct effect of electronic service quality on repurchases intentions, but when customer satisfaction acts as a mediating variable, it shows that electronic service quality affects repurchase intention significantly through customer satisfaction. This study will help online retailers to find out what factors influence customers to make repeat purchases.
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Lee, Veronika, Seungwook Park, and DonHee Lee. "The Effect of E-commerce Service Quality Factors on Customer Satisfaction, Purchase Intention, and Actual Purchase in Uzbekistan." GLOBAL BUSINESS FINANCE REVIEW 27, no. 3 (June 30, 2022): 56–74. http://dx.doi.org/10.17549/gbfr.2022.27.3.56.
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Purpose: The purpose of this study is to analyze the impact of characteristics of the service quality of e-commerce platforms on customer satisfaction and purchase intention.
Design/methodology/approach: The proposed research model and a set of hypotheses were developed and tested using structural equation modeling based on data collected from 172 e-commerce users in Uzbekistan.
Findings: The findings of this study revealed that while the responsiveness of e-commerce platforms is non-essential, website design, reliability, perceived usefulness, and perceived ease of use are essential elements for customer satisfaction in e-commerce. The results indicated that website design, perceived usefulness, and customer satisfaction positively affect purchase intention for e-commerce platforms in Uzbekistan.
Research limitations/implications: The study provided that COVID-19 significantly impacted the development and acceptance of e-commerce platforms in Uzbekistan. The results of this study suggested practical insights for improving customer satisfaction and service quality on e-commerce platforms in Uzbekistan.
Originality/value: Uzbekistan is a developing country with great potential; however, until recently, little research has been conducted on the Uzbek e-commerce market. From this perspective, this study fills this gap by analyzing the relationship among service quality, technology acceptance factors, customer satisfaction, and purchase intention by applying the initial TAM model. Therefore, it is essential to determine the key factors for improving e-commerce service quality.
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Lai, Jung-Yu. "E-SERVCON and E-Commerce Success." Journal of Organizational and End User Computing 26, no. 3 (July 2014): 1–22. http://dx.doi.org/10.4018/joeuc.2014070101.
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Convenience has become an important indicator of e-commerce systems success. Based on the information systems management and marketing literature, this study explores how customer convenience in using functions and services affects e-commerce systems success. It proposes and analyzes a re-specified e-commerce system model based on the updated DeLone and McLean Information Systems Success Model with a new variable, e-commerce/electronic service convenience. The proposed model re-specifies and validates e-commerce systems success where continuance intention is proposed as a dependent variable and its relationship with independent variables such as information quality, system quality, e-service convenience, perceived usefulness and satisfaction are discussed. Partial least squares structural equation modeling technique is employed to analyze data collected by 210 users of business-to-consumer e-commerce systems in Taiwan. Findings indicate that continuance intention was found to be influenced by both satisfaction and perceived usefulness, which were found to be significant precursors of information quality, system quality, and e-service convenience. These results strongly support our contention that e-service convenience is an important factor affecting e-commerce systems success. They also offer practitioners and managers deeper insights into successful e-commerce systems implementation as well as aid researchers interested in testing related theories.
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Gide, E., and M. X. Wu. "A study for establishing E-commerce Business Satisfaction model to measure e-commerce success in SMEs." International Journal of Electronic Customer Relationship Management 1, no. 3 (2007): 307. http://dx.doi.org/10.1504/ijecrm.2007.017799.
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Sundaram, Vijayanand, D. Ramkumar, and Poorna Shankar. "Impact of E-Service Quality on Customer Satisfaction and Loyalty Empirical Study in India Online Business." KINERJA 21, no. 1 (April 10, 2017): 48. http://dx.doi.org/10.24002/kinerja.v21i1.1034.
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Due to Globalization and advancement in technology, Electronic commerce business (e-Com) has witnessed an extensive growth together with enthusiastic competition. The intention of this study is to test the conceptual framework of customer perception on service quality online business and its impact on satisfaction and loyalty through e-commerce business and a sample of 539 respondents were selected through simple random sampling method in Tamilnadu State of India. The result revealed that there is a significant association found between the demographic variables like Marital Status, Gender and Awareness about email/internet operation of the customers and the e-service quality, Customer Satisfaction and Loyalty except with Educational qualification and Status of the Residing area. The factors Responsiveness and Trust were highlighted as significant predictors for customer satisfaction and loyalty except Customization. Regarding the association between the customer satisfaction and loyalty, it is revealed that all the variables under satisfaction were significantly and positively associated with loyalty.Keywords: e-commerce, Retailers, Customer satisfaction, Customer Loyalty
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Taherdoost, Hamed, and Mitra Madanchian. "Empirical Modeling of Customer Satisfaction for E-Services in Cross-Border E-Commerce." Electronics 10, no. 13 (June 25, 2021): 1547. http://dx.doi.org/10.3390/electronics10131547.
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This paper presents an empirical analysis of significant features of the e-service satisfaction model (ESM) as an important element of a sharing economy. Customer satisfaction is regarded as one determining factor in the success of businesses. Therefore, customer satisfaction is considered one of the most critical features that determine the success of activities conducted by online businesses for cross-border e-commerce. Therefore, companies essentially need to measure the interaction and satisfaction level of their customers to improve the performance of their business. In this study, we employed content validity, exploratory factor analysis, constructive testing, and cluster discrimination to examine the survey instrument and test the e-service satisfaction model (ESM) in the context of e-commerce. To ensure the validation of measurement models and the proposed instruments, structural equation modeling was applied through SPSS AMOS software. According to the results of our study, the presented survey instrument is a strong and reliable tool to create customer interaction in cross-border e-commerce by identifying the various key factors affecting customer satisfaction.
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Lee, Yun Jung, Sejin Ha, and Zachary Johnson. "Antecedents and consequences of flow state in e-commerce." Journal of Consumer Marketing 36, no. 2 (March 18, 2019): 264–75. http://dx.doi.org/10.1108/jcm-10-2015-1579.
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Purpose Flow is an optimal cognitive state that enhances consumer satisfaction. This paper aims to examine the effects of website features (product- and service-related cues) on consumers’ flow experiences and how flow affects satisfaction with e-commerce. Design/methodology/approach Responses were collected from 556 respondents who had recently made purchases online. Factor analysis identified a measure of flow applicable within e-commerce. Structural equation modeling (SEM) was used to test hypothesized relationships between product- and service-oriented cues on flow and the influence of flow on satisfaction. Findings Flow experiences were favorably (unfavorably) influenced by product (service)-related cues. Of the five flow dimensions identified, three (enjoyment, goal clarity and feedback) positively affected, one (telepresence) negatively affected and one did not affect satisfaction. Research limitations/implications Prior research recognized the importance of flow, but its role in e-commerce was unclear, as prior e-commerce flow measures were incongruous and traditional retail findings apply inconsistently online. By empirically establishing a counterintuitive link between controllable Web features and flow and demonstrating how the dimension of flow independently affect satisfaction, the understanding of flow is advanced. Practical implications Understanding the influence of controllable marketing factors on flow can help e-commerce managers enhance consumers’ flow experiences and satisfaction. Originality/value Product-related cues enhanced while service-related cues degraded flow perceptions, with the later effect running contrary to traditional retail findings. The authors assert that this negative relationship is based on consumers’ use of service-related cues online, which are needed when consumers fail to find information – representing flow disruption.
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Getele, Gutama Kusse, and Arrive Tsitaire Jean. "Impact of Business Process Re-Engineering (BPR) Implementation on Customer Satisfaction in E-Commerce Companies." Journal of Electronic Commerce in Organizations 16, no. 4 (October 2018): 41–52. http://dx.doi.org/10.4018/jeco.2018100103.
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The objective of this article is to analyse the implementation of BPR in e-commerce platforms by measuring the level of customer satisfaction. The issues tested involve: how customers perceive the BPR objectives in e-commerce platforms; time used for diverse transactions before and after BPR; awareness and usage of BPR services provided by e-commerce platforms; satisfaction about the e-commerce platform services after BPR; BPR impact on customers, employees and e-commerce platform performance; advantages of BPR in e-commerce platforms and; difficulties faced by the customers after BPR in the e-commerce platform. Primary data was used through a survey questionnaire on a random sample of 402 student customers of Taobao and JD.com. The results found that time saving is significantly positive on implementation of BPR; following customers perceived a better quality of customer service. The sample student customers perceived that the BPR has a greater impact on customers than on employees, as well as on the performance of a platform.
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Algamash, Fahad Ali, Munir Shehu Mashi, and Mohammad Nurul Alam. "Understanding the Antecedents of Use of E-Commerce and Consumers’ E-Loyalty in Saudi Arabia Amid the COVID-19 Pandemic." Sustainability 14, no. 22 (November 11, 2022): 14894. http://dx.doi.org/10.3390/su142214894.
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Customer loyalty is a critical factor for any business’ long-term profitability and growth. Despite the rapid expansion and prominence of e-commerce, businesses still face challenges in attaining customers’ e-loyalty. The objective of this paper is to uncover the numerous factors that have an impact on e-loyalty. The data were gathered from 334 students from various universities in Saudi Arabia. With the aid of structural equation modeling (SEM), the hypotheses were examined. The findings support the links between effect expectation, social influence, and facilitating conditions on the use of e-commerce (UEC). However, the linkage between perceived risk and performance expectations on the UEC is not supported. In addition, the UEC predicts e-commerce satisfaction, and e-commerce satisfaction predicts e-loyalty. The paper also supports the UEC and e-commerce satisfaction as mediators. Importantly, the e-commerce experience is supported as a moderator of the connection between e-commerce satisfaction and e-loyalty. The paper recommends that online businesses assess the three constructs of effect expectation, social influence, and facilitating condition that are positively associated with the UEC. Various implications, both theoretical and practical, are highlighted.
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Li, Zhiheng. "The Impact of Logistics Service Quality of Cross Border E-Commerce Business on Customer Satisfaction." BCP Business & Management 29 (October 12, 2022): 130–34. http://dx.doi.org/10.54691/bcpbm.v29i.2203.
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Nowadays, people have a high requirement for daily necessities. Many consumers buy daily necessities overseas. In recent years, cross-border e-commerce is becoming one of the mainstream people's shopping modes. With the increasing popularity of network applications, the e-commerce is changing the business models of traditional shopping. Cross-border logistics accounts for an increasing proportion of logistics business. Compared with traditional domestic logistics business, cross-border e-commerce logistics may have many problems such as payment and customs clearance, resulting in its service quality significantly affecting customer satisfaction. This paper analyzes the current problems of cross-border e-commerce logistics services. Meanwhile, it summarizes the research status of the relationship between cross-border logistics service quality and customer satisfaction. Last but not the least, potential solutions of improvement for cross-border e-commerce logistics service quality were also proposed.
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Sharma, Gajendra, and Wang Lijuan. "The effects of online service quality of e-commerce Websites on user satisfaction." Electronic Library 33, no. 3 (June 1, 2015): 468–85. http://dx.doi.org/10.1108/el-10-2013-0193.
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Purpose – The purpose of this paper is to investigate service quality of e-commerce Websites in online platform and their contribution on e-business promotion. Design/methodology/approach – The online survey was performed on a survey portal provided by Nepal Telecom in Nepal. Findings – The findings of this study suggest that information quality and online service quality were the key determinants for user satisfaction and sustainability of e-commerce technology. Research limitations/implications – Research opportunities of web services and e-commerce area are fruitful and important for both academics and practitioners. Practical implications – The findings on online service quality of e-commerce technology will be useful for current management practice such as making business policies and strategies and sharing information to managers and organization leaders. This study can be used for e-commerce Website operators wishing to enhance the competitiveness of their Websites in the highly competitive online market. Originality/value – E-commerce is considered an excellent alternative for individuals and companies to reach new customers. Service quality delivery through Internet is an essential strategy to success, more important than price and web presence. The e-commerce Website has been identified as having a significant impact on business activities in solving the geographical problem. A number of performance problems have been observed for e-commerce Websites, and much work has gone into characterizing the performance of web-servers and Internet applications.
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Pilelienė, Lina, and Viktorija Grigaliūnaitė. "A Model of Website Quality-Based E-Commerce Satisfaction Index." Scientific Annals of Economics and Business 63, no. 1 (2016): 29–46. http://dx.doi.org/10.1515/saeb-2016-0103.
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In the contemporary highly competitive e-business market, organization’s success depends on satisfaction and loyalty of its customers. Whereas the differentiation of the determinants and their impact on customer satisfaction in different countries exists, the research aims at developing a model of website quality-based e-commerce customer satisfaction index. While achieving the aim of the article, the analysis and synthesis of scientific literature is provided. Furthermore, quantitative research and the analysis of the research results by means of principle component analysis, structural equation modelling using partial least squares path modelling methodology, and Importance-Performance matrix are applied. As a research result, the model of website quality-based e-commerce customer satisfaction index is elaborated. Latter model indicates the factors, which are worth investments in order to gain customer satisfaction and loyalty. As a result, not profitable investments might be avoided, which could contribute to the growing competitiveness of e-business.
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Wijaya, I. Gusti Ngurah Satria, Evi Triandini, Ezra Tifanie Gabriela Kabnani, and Syamsul Arifin. "E-commerce website service quality and customer loyalty using WebQual 4.0 with importance performances analysis, and structural equation model: An empirical study in Shopee." Register: Jurnal Ilmiah Teknologi Sistem Informasi 7, no. 2 (April 27, 2021): 107. http://dx.doi.org/10.26594/register.v7i2.2266.
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The rapid growth of business models in the form of online shops, Business to Consumer (B2C) and the Consumer to Consumer (C2C) concept, has an impact in the form of intense competition between online business owners. It is not easy to find a solution to this problem. The owner must provide good or even excellent service by improving the website quality so that customers can achieve satisfaction and loyalty. This research aimed to specify the influence of website quality on customer loyalty with satisfaction as an e-commerce website moderation variable and to investigate the WebQual 4.0 attributes that affect this relationship of the model. This study used 104 respondents of Shopee Consumer and analyzed with the WebQual with Importance Performance Analysis (IPA) method and Structural Equation Model (SEM). The result is that the service quality variable significantly influence e-commerce website customer satisfaction variable, customer satisfaction variable has no significant effect on e-commerce website customer loyalty variables, and website service quality variable significantly influence e-commerce website customer loyalty variable. The attributes of WebQual 4.0 that need to be considered by e-commerce management to impact the level of user satisfaction and customer loyalty are “design by the type of website”, “provide simple-to-understand information”, “provide information following the format”, “feel safe to complete transactions”, “the website makes the positive/absolute experience for me”, and “provide detailed information”. The research implications can be taken into consideration for e-commerce management.
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Karim, Shakir, and Ergun Gide. "A study to analyse Bangladeshi consumers’ e-commerce security and privacy satisfactions in small to mid-sized enterprises (SMEs)." Global Journal of Computer Sciences: Theory and Research 8, no. 1 (April 11, 2018): 32–40. http://dx.doi.org/10.18844/gjcs.v8i1.3288.
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E-commerce is playing a fundamental part in changing the old economy into a rapid new economy for the world. The aim of this paper is to develop a model of cyber security by increasing an e-commerce success, termed e-commerce security and privacy satisfaction (ESPS). This paper also involves about various security and privacy factors in e-commerce operation for evaluating ESPS. Though e-commerce is still not being used comprehensively in Bangladesh and also, not fully convinced of the reliability of using e-commerce in business, this paper will let the users in Bangladesh bring the glorious opportunity of e-commerce.
Keywords: E-commerce, e-commerce satisfaction, security and privacy factors, small and medium enterprises (SME).
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Md Sabri, Sabiroh, Nursyamilah Annuar, Nurul Labanihuda Abdull Rahman, Sharifah Khairol Musairah Syed Abdul Mutalib, Hasyeilla Abd Mutalib, and Iwan Kurniawan Subagja. "The E-Service Quality of E-Commerce Websites: What Do Customers Look For?" Jurnal Intelek 17, no. 1 (January 30, 2022): 257. http://dx.doi.org/10.24191/ji.v17i1.16131.
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The introduction of information technology has changed the way people deal with businesses especially when buying products. People can select and buy their desired products at anytime and anywhere using an e-commerce website. They can easily pay using credit cards or mobile payment options on the e-commerce website. The e-commerce website plays a vital role in determining customer satisfaction and loyalty towards a business. However, e-commerce website developers sometimes face some difficulties as they need to consider the e-commerce website features that could satisfy the customers’ needs because it gives a great impact on the e-commerce business. To gain a better understanding of this, this research was carried out to identify the components of e-service quality in the e-commerce business and develop an e-service quality model for e-commerce websites. This research was conducted using the qualitative method. The data in this research were collected using a semi-structured interview. The research result presents the findings from the interview session with the customer who has experience in purchasing products or services through the e-commerce business. Nine components of e-service quality have been identified which are fulfilment, responsiveness, availability, ease of use, assurance, website design, credibility, reliability, and accessibility. The results obtained from this research could be used by the e-commerce website developer to help them to recognize the areas that need to be improved and components of e-service quality in the e-commerce business. This research also benefits by contributing to a general knowledge of the e-service quality field and enhances the future understanding of e-service quality components in the e-commerce business.
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Pradana, Mahir. "KLASIFIKASI BISNIS E-COMMERCE DI INDONESIA." MODUS 27, no. 2 (March 20, 2016): 163. http://dx.doi.org/10.24002/modus.v27i2.554.
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Today, Indonesian people in urban areas has strong engagement to internet. Almost every activities are necessarily involves the internet and information technology. So, no wonder if the internet now are very demanding to society. This phenomena also arising the enablement of business that using internet as main platform or known as e-commerce. E-commerce is defined as the process of purchasing, sales, transfer or exchange products, services or information via computer network over the internet. With business activity in e-commerce, it can be extending activity and reach consumers more easily. Also the process of transactions are so far in nature conventional modernized by providing online transaction. This article is intended to analyze and discuss about the types of business e-commerce in Indonesia based on the phenoimena and development of the theory underlying information system. Keywords: E-commerce, management information system, users satisfaction, webqual
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Ilieva, Galina, Tania Yankova, Stanislava Klisarova, and Yulia Dzhabarova. "Customer Satisfaction in e-Commerce during the COVID-19 Pandemic." Systems 10, no. 6 (November 10, 2022): 213. http://dx.doi.org/10.3390/systems10060213.
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The declared state of emergency and the measures taken against the spread of coronavirus by governments have increased Internet shopping. All companies, regardless of size and type of business activity, had to adapt their business models to the new circumstances through transformation of their business processes and offering products or services tailored to the changing customer behavior. This study aims to analyze the peculiarities of online sales during the COVID-19 health crisis via the integration of classic and modern data analysis methods. The purpose of the paper is to identify the main factors determining user behavior and examine their impact on customer satisfaction in e-commerce. The survey method and structural equation modeling (SEM) were used to recognize the dependencies between variables from the online users’ perspective. The satisfaction determinants indicated and described in the paper affect differently the perceived value for the customers. As this value is subjective and dynamic, this study developed a reliable system for e-commerce factor evaluation. Using the proposed methodology, companies can constantly monitor and assess indicators influencing customer satisfaction and gain awareness of consumer behavior’s dynamics in online shopping. e-commerce marketers can employ the obtained results to decide how to organize order execution and optimize supply chains. Identifying the most important components of the e-commerce value, managers of online retailers can better run online sales platforms, increase customer loyalty, and thus, improve company’s online performance.
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Jong, Din, Yafen Tseng, and Tzongsong Wang. "Accessing the Influence of User Relationship Bonds on Continuance Intention in Livestream E-Commerce." Sustainability 14, no. 10 (May 14, 2022): 5979. http://dx.doi.org/10.3390/su14105979.
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With the rapid development of livestream e-commerce, enhancing user’s continuous use of livestream e-commerce has become a focus of livestream e-commerce operators, but the mechanisms have not gone through much exploration by which relationship bonds affect continuance intention. Therefore, this study proposes and validates a new theoretical model based on relational bonds to systematically investigate the relationship between relational bonds, cumulative satisfaction and continuance intention in livestream e-commerce scenario, and discusses the boundary role of affective commitment in it. A valid sample of 546 livestream e-commerce users was used for structural equation modeling analysis. The results found that the effects of social bonds and structural bonds on cumulative satisfaction were significant, but the effects of financial bonds were not significant; the effects of cumulative satisfaction on continuance intention were significant; and affective commitment had a positive moderating effect on the relationship between cumulative satisfaction and continuance intention. This study examines the practical effects of continuance intention of livestream e-commerce users and provides a reference for the operation management and business practice of livestream e-commerce.
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Imtiaz Ali, Najma, Suhaila Samsuri, Muhamad Sadry Abu Seman, Imtiaz Ali Brohi, and Asadullah Shah. "Measuring E-Commerce Success in Malaysia: Modified Delone Mclean Model with Trust and Privacy." International Journal of Engineering & Technology 7, no. 4.15 (October 7, 2018): 524. http://dx.doi.org/10.14419/ijet.v7i4.15.26325.
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With the influx of the Internet, Business to Customer E-commerce (B2c e-Commerce) has gained popularity around the globe. Although a number of researches has been done to know the factors affecting the adoption of e-commerce, however, not much research has done to know the effects of e-commerce on online shopping success. DeLone and McLean introduced the Information System (IS) success model in year 1992, later on, refined the same model with the newer concept, to fully understand the effects of IS success. In this paper, authors have used the DeLone and McLean IS success model 2003 with addition two constructs Privacy and Trust. Seven interrelated dimensions of e-commerce were examined namely, Service Quality, System Quality, Trust, Privacy, User satisfaction and Net benefits. The proposed model and the relationship between the various constructs were measured by gathering the data from 381 users from the business faculty of Klang valley universities in Malaysia. Seven interconnected dimensions of B2C e-commerce success were confirmed namely, Service Quality, System Quality, Information Quality, Trust, Privacy along with User Satisfaction and Net Benefits. Confirmatory Factor Analysis CFA and SEM were used to analyse the collected data and proved the hypothesis. The results revealed that system quality, service quality, trust and privacy are directly related to user satisfaction which in turn directly related to net benefits, whereas information quality has no any influence on user satisfaction in terms of e-commerce.
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Andra, Yefrinal, Verinita Arsya, and Eri Besra. "EFFECT OF E-SERVICE QUALITY AND PERCEIVED VALUE ON E-TRUST WITH E-SATISFACTION AS A MEDIATION VARIABLE (STUDY ON CUSTOMERS WHO ONLINE SHOPPING IN THE SHOPEE APP DURING COVID-19 PENDEMIC IN INDONESIA)." Journal of Business Studies and Mangement Review 5, no. 1 (December 31, 2021): 108–17. http://dx.doi.org/10.22437/jbsmr.v5i1.16934.
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The rapid development of e-commerce in Indonesia makes businesses compete in building their business through e-commerce. In order to be competitive, e-commerce must improve the quality of e-service quality and perceived value so as to gain market share and valuation. This study aims to examine the effect of e-service quality and perceived value on e-trust with e-satisfaction as a mediating variable (Study on customers who shop online on the Shopee application during the Covid-19 pandemic in Indonesia. With data processing the research is carried out through Smart PLS 3.3 The sampling technique used purposive sampling with a sample size of 400 samples. E-service quality affects e-satisfaction. Perceived value has an effect on e-satisfaction. E-satisfaction has no effect on e-trust. E-service quality affects e-trust. Perceived value has an effect on e-trust. E-service quality has no effect on e-trust through e-satisfaction as a mediating variable. Perceived value has no effect on e-trust through e-satisfaction as a mediating variable.
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Satryawati, Eka. "PENGARUH KEPERCAYAAN DAN KEPUASAN TERHADAP LOYALITAS PELANGGAN E- COMMERCE." Jurnal Teknologi Informatika dan Komputer 4, no. 1 (March 30, 2018): 36–52. http://dx.doi.org/10.37012/jtik.v4i1.284.
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E-Com, or ElectronicCommerce is a rapidly evolvingtechnology in the business world and bytheInternet. The use of E-commercesystem, can actually benefit many parties,including the consumer, as well as theproducers and sellers (retailers). Forexample, for the consumer, using the ECommercecan make shopping a shorttime. In addition, the price of the goodssold via E-commerce is usually cheaperthan the prices in the store, because thedistribution of producer goods to the sellershorter than conventional stores.Satisfaction, trust and loyalty DBS is themost important factor in businesscompetition. The four variables that will beused in this research is a web interfacequality, information quality, security andprivacy. This study propose a frameworkmodel or combination of models I.EidMustafa (2011) and model and ParvezAkbar (2009). The hypothesis is useful toexamine the relationship of 4 (four)variables affecting trust, satisfaction andloyalty. The method used is distributingquestionnaires to 200 customers samplesDuta Business School (DBS). Samplesused only 200. Structural Equation Model(SEM) was used to analyze the data. Theanalysis shows that the model does not fitthe model of the population but onlyrepresent a sample. Based on theproposed model, the web interface Qualityand Quality Information positive impact oncustomer satisfaction. Quality webinterface associated with weak consumerconfidence, no information related to thequality of customer confidence, Privacystrongly related to customer trust, securityis closely linked to customer satisfaction.Customer satisfaction affects customerloyalty, customer satisfaction affectscustomer trust.
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Kristanto, Felix Harris, Hijria Wimanda Rahma, and Muhammad Nahrowi. "Factors Affecting E-Commerce Customer Loyalty In Indonesia." Jurnal Syntax Transformation 3, no. 09 (September 19, 2022): 1150–64. http://dx.doi.org/10.46799/jst.v3i09.613.
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Digital growth in Indonesia, especially e-commerce is very fast, competition between online businesses is getting tighter. Customers easily move from one place to another to get the best. In a marketing strategy in a time where competition is so fierce today, the most important thing for marketers is to maintain good relationships with customers, in other statement, the challenge and priority of the e-commerce business is to maintain loyalty. Loyalty, customer satisfaction, and customer trust in the e-commerce context are expected to be the critical factors in determining e-commerce success. The design of e-commerce mobile applications, customer service quality, and promotion offers are closely contributed to these factors. However, despite its growth, previous studies confirmed that sustaining customer loyalty is challenging for e-commerce providers. This study aimed at understanding the factors that contributed to keeping customers continue using e-commerce in the Indonesian market. This quantitative research involved 323 respondents who performed repeat online buying on certain e-commerce mobile applications. The data was collected through an online questionnaire consisting of statements on a Likert scale. SmartPLS was used as the data analysis tool. The study's outcomes confirmed that customer satisfaction and promotion offers have a significant impact on customer loyalty. Customer service quality, promotion offers, and mobile applications design of e-commerce influenced customer satisfaction. customer trust has a minor impact on loyalty, and discount promotions have a minor impact on consumer trust as well. The study's results show that customer loyalty is impacted by service quality, effective application design, and leads to customer happiness; customer satisfaction creates loyalty.
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Fakieh, Bahjat, Abdullah S. AL-Malaise AL-Ghamdi, and Mahmoud Ragab. "The Effect of Utilizing Business Model Canvas on the Satisfaction of Operating Electronic Business." Complexity 2022 (September 1, 2022): 1–10. http://dx.doi.org/10.1155/2022/1649160.
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The Business Model Canvas (BMC) is a strategic model for developing business organizations’ roadmap toward achieving their goals. While several organizations utilize the Business Model Canvas (BMC) to establish and operate their businesses well, the utilization of BMC seems to be limited in the local market of Saudi Arabia, especially when businesses utilize electronic business channels. This paper aims to explore the status of the utilization of BMC among Saudi SMEs, as a critical sector. The paper highlights the awareness and practice of BMC’s nine factors before and during the operation of e-commerce stores by Saudi SMEs. Then, it aims to explore the significance of practicing those factors in increasing the satisfaction level of running businesses. In this paper, a quantitative survey was distributed conveniently to 200 SMEs in the two largest Saudi cities, which are Riyadh (the capital) and Jeddah (the country’s main seaport), resulting in 63 valid participations from different industries. After operating e-commerce stores, most SMEs gained more knowledge of five BMC factors: key partners, value propositions, customer relationships, customer segments, and cost structures. Meanwhile, they found some issues in the other four factors: key activities, key resources, channels, and revenue streams. The proposed method exposes the variety of results and indicates a lack of understanding of BMC by the examined e-commerce SME samples, as they depend on traditional methods of identifying the elements of each of the BMC factors.
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Gudigantala, Naveen, Pelin Bicen, and Mike (Tae-in) Eom. "An examination of antecedents of conversion rates of e-commerce retailers." Management Research Review 39, no. 1 (January 18, 2016): 82–114. http://dx.doi.org/10.1108/mrr-05-2014-0112.
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Purpose – This study aims to theorize and empirically examine the relationship between “purchase intention and conversion rate”, “website satisfaction and conversion rate” and “purchase intention and conversion rate”. E-Commerce conversion rate represents the percentage of visits to an e-tailer’s website that includes a purchase transaction. Despite the importance of conversion rates for e-tailers, prior research predominantly used purchase intention and website satisfaction as main dependent variables and implicitly assumed that these variables will influence the actual purchase. Design/methodology/approach – Data on 85 US retail websites were used to test the hypotheses. The unit of the analysis is the online retail website. Regression analysis was used to perform the data analysis. Findings – The results indicate that both purchase intention and website satisfaction positively influence conversion rates. It was also found that website satisfaction positively influences purchase intention. Research limitations/implications – Only data from 85 US e-tailers from the top-100 US online retailers are used to test the hypotheses. Also, conversion rate is only one of the several important success metrics used by e-tailers. Originality/value – This study not only examines antecedents of e-commerce conversion rates, but also theorizes and tests if there is a statistically significant relationship between “purchase intention and conversion rate” and “website satisfaction and conversion rate”. This is because, although previous studies used purchase intention and website satisfaction as main dependent variables and proxies for actual purchase behavior, they did not validate this relationship. This study shows that: there is a statistically significant relationship between “purchase intention and conversion rate” and “website satisfaction and conversion rate”, there is also a statistically significant relationship between “website satisfaction and purchase intention” and this study used firm-level data to theorize, measure and analyze the data, whereas prior literature used only individual-level data.
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Choi, Jeewon, Hyeonjoo Seol, Sungjoo Lee, Hyunmyung Cho, and Yongtae Park. "Customer satisfaction factors of mobile commerce in Korea." Internet Research 18, no. 3 (June 6, 2008): 313–35. http://dx.doi.org/10.1108/10662240810883335.
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PurposeThe purpose of the paper is to distinguish features of m‐commerce from those of e‐commerce and identify factors to influence customer satisfaction (m‐satisfaction) and loyalty (m‐loyalty) in m‐commerce by empirically‐based case study.Design/methodology/approachFirst, based on previous literature, the paper builds sets of customer satisfaction factors for both e‐commerce and m‐commerce. Second, features of m‐commerce are identified by comparing it with current e‐commerce through decision tree (DT). Third, with the derived factors from DT, significant factors and relationships among the factors, m‐satisfaction and m‐loyalty are examined by m‐satisfaction model employing structural equation model.FindingsThe paper finds that m‐commerce is partially similar in factors like “transaction process” and “customization” which lead customer satisfaction after connecting an m‐commerce site, but it has unique aspects of “content reliability”, “availability”, and “perceived price level of mobile Internet (m‐Internet)” which build customer's intention to the m‐commerce site. Through the m‐satisfaction model, “content reliability”, and “transaction process” are proven to be significantly influential factors to m‐satisfaction and m‐loyalty.Research implications/limitationsThe paper can be a meaningful step to provide empirical analysis and evaluation based on questionnaire survey targeting actual users. The research is based on a case study on digital music transaction, which is indicative, rather than general.Practical implicationsThe paper meets the needs to focus on customer under the fiercer competition in Korean m‐commerce market. It can guide those who want to initiate, move or broaden their business to m‐commerce from e‐commerce.Originality/valueThe paper develops a revised ACSI model to identify individual critical factors and the degree of effect.
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Nuzula, Ifta Firdausa, Mohammad Allatas Muryanto, and Vo Hung Cuong. "E-Commerce, Customer Relationship Management and Artificial Intelligent amid COVID-19." Journal of Management Studies and Development 1, no. 02 (September 1, 2022): 68–78. http://dx.doi.org/10.56741/jmsd.v1i02.101.
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Coronavirus is intensely changing various aspects of life, including in business. The pandemic has altered a variety of customer behaviours. The ability of companies to understand these behaviour changes affects business continuity. This study explains the relationship between customer relationship management (CRM) and e-commerce and its trends during the pandemic. This research is descriptive qualitative research using secondary data. This study found that CRM and e-commerce issues grew rapidly during the pandemic. These results show that customer awareness of e-commerce is increasing to make transactions of their needs. Simultaneously, this customer behaviour is anticipated by business people by improving CRM as an effort to manage customer satisfaction. Some results in different countries are not always the same response between CRM and e-commerce.
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Et.al, Fergyanto E. Gunawan. "Implementation Android Based E-Commerce for Improving Business Process and Increasing Revenue." Turkish Journal of Computer and Mathematics Education (TURCOMAT) 12, no. 3 (April 11, 2021): 4418–27. http://dx.doi.org/10.17762/turcomat.v12i3.1821.
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E-commerce is one of the solutions to make a business known by people and gaining new customers. E-commerce makes transaction between seller and customer convenient because people no longer need to come to the store if they want to buy something. Retail Businesses that still serve their customers using old method or only serve the customers who come to the store will lose with the competitors that use e-commerce because many people right now using e-commerce in their smartphone to find the products they wanted rather than to go to the store and it makes the business can’t get any new customers and can’t increase their revenue. Retail Businesses needs to change their old method to a new one by using android based e-commerce. Android based e-commerce is designed using Extreme Programming method. The old method that the business used will be replaced into a new one where the business will serve the customers online by using android based e-commerce and also serve the customers who came to the store. The changes from implementing android based e-commerce is expected to make the business process in retail business will be more efficient and effective to increase revenue and customer’s satisfaction.
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Gilioli Rotondaro, Roberto. "Defining the customer’s expectations in e‐business." Industrial Management & Data Systems 102, no. 9 (December 1, 2002): 476–82. http://dx.doi.org/10.1108/02635570210450154.
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E‐commerce has recently generated, at a very fast rate, a lot of new techniques trying to win customers and make money. The success of these techniques can only be real if the customer recognizes them and, most important of all, starts buying from you. This paper deals with discovering an e‐commerce user’s expectations that make them qualify and choose an e‐business supplier. To accomplish this, we use the “critical incident technique”. This method results in a hierarchical relationship between critical incidents, satisfaction items and customer’s needs, that are related to quality dimensions. The quality dimensions obtained changed in relation to the traditional service quality dimensions, showing that after a period of experience, the customer starts to establish his/her quality standards and take decisions based on these standards. Both the surviving and the successful companies are those which will learn to identify, understand and satisfy these needs.
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Ginting, Yanti Mayasari, Teddy Chandra, Ikas Miran, and Yusriadi Yusriadi. "Repurchase intention of e-commerce customers in Indonesia: An overview of the effect of e-service quality, e-word of mouth, customer trust, and customer satisfaction mediation." International Journal of Data and Network Science 7, no. 1 (2023): 329–40. http://dx.doi.org/10.5267/j.ijdns.2022.10.001.
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The rapid development of e-commerce in Indonesia makes the competition in this business increasingly fierce. This study aims to determine and analyze the effect of e-service quality, e-word of mouth (e-WOM), customer trust on customer satisfaction on e-commerce customers in Indonesia, then the study aims to determine and analyze the effect of e-service quality, e-word of mouth (e-WOM), customer trust and customer satisfaction on the repurchase intention of e-commerce customers in Indonesia. The study also aims to determine and analyze the mediating role of customer satisfaction on the relationship between e-service quality, e-word of mouth (e-WOM), and customer trust in repurchase intentions. The research is quantitative by distributing questionnaires to respondents; the sample collection method is purposive sampling. The number of samples used was 344 e-commerce consumers from Shopee, Tokopedia, Lazada, and Bukalapak throughout Indonesia. Data processing is applied by using the SmartPLS 3 Structural Equation Modelling (SEM) method. The results of this study indicate that there was a positive and significant effect of e-service quality on customer satisfaction, there was a positive and significant effect of e-WOM on customer satisfaction, customer trust had a positive and significant impact on customer satisfaction, e-service quality had no significant effect on purchase intention, e-WOM had a positive and significant effect on repurchase intention, customer trust had no significant effect on repurchase intention, e-service quality had a positive and significant effect on repurchase intention through customer satisfaction, e-WOM had a positive and significant effect on repurchase intention through customer satisfaction, customers trust had a positive and significant impact on repurchase intention through customer satisfaction.
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Hwang, Soo-Young. "Effects of Online Purchase e-CRM activities and e-Customer Satisfaction on e-Loyalty during COVID-19: The Mediating Effects of e-Customer Satisfaction." GLOBAL BUSINESS FINANCE REVIEW 27, no. 5 (October 31, 2022): 100–114. http://dx.doi.org/10.17549/gbfr.2022.27.5.100.
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Purpose: The purpose of this study is to investigate the influence between online purchase e-CRM activities and e-customer satisfaction on e-loyalty. In particular, it focuses on the mediating effect of e-customer satisfaction in the relationship between online purchase e-CRM activities and e-loyalty.
Design/methodology/approach: The data was collected from customers who have purchased online products in South Korea for a week. The study used 1307 questionnaires in the quantitative analysis and the proposed research model and a set of hypotheses were tested using a structural equation model (SEM).
Findings: The findings of this study indicate that online purchase e-CRM activities (including e-Marketing, e-Sales, e-Support and e-System) have a significant positive impact on e-customer satisfaction. E-Marketing and e-Sales were found to have a statistically significant positive influence on e-loyalty, but e-Support and e-System did not have a statistically significant effect on e-loyalty. This study also found that e-customer satisfaction significantly mediated the link between online purchase e-CRM activities (including e-Marketing, e-Sales, e-Support and e-System) and e-loyalty.
Research limitations/implications: The limitation of this study is that since the data only targets customers in their 20s and 40s, it is difficult to say that it represents customers of all ages. Therefore, it is necessary to carry out research on e-CRM activities for customers of different ages who have experience in online purchasing in the future. Moreover, as the e-commerce market using digital technology grows, companies need to preemptively respond to the expansion of “un-tact” (non-face-to-face) services in the post-COVID-19 era. Therefore, the results of this study presented theoretical and practical implications for improving online purchase e-CRM activities, e-custom- er satisfaction, and e-loyalty to e-commerce companies.
Originality/value: The recent COVID-19 pandemic has caused great losses and considerable difficulties in various industries around the world, but to overcome this, the e-commerce market has expanded and has led to the advancement of the digital transformation era. Therefore, the originality of this study suggested the importance of e-CRM activities reflecting the purchasing trend of the online market in line with the trend of the Fourth Industrial Revolution and IT era, and it is significant in that it provides theoretical and managerial marketing and strategic implications for better recognition and utilization of these e-CRM activities from corporate and customer perspectives.
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Syahnur, Muh Haerdiansyah, Jafar Basalamah, and Ackhriansyah Ahmad Gani. "Customer Experience Factor Analysis Towards Customer Satisfaction Online Shopping." Jurnal Analisis Bisnis Ekonomi 18, no. 2 (November 30, 2020): 83–94. http://dx.doi.org/10.31603/bisnisekonomi.v18i2.3822.
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Internet based business leads to high intencity of e-commerce usage. One of the strategics that focused on customer service also known by providing WOW Experience can determine satisfaction with service quality. This research was conducted to customers who have made transactions in e-commerce to see how much influence factors of the customer experience towards e-customer satisfaction. The research method was conducted with an explanatory quantitative approach. The results show that the eight dimensions of customer experience that used in this study simultaneously affected 68.7%. The partial test shows that the Personalize dimension is the most dominant. So, the company is expected to be able to give the impression of customers can be recognized by the presence of e-commerce used.
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Nusifera, Alfa Nursyamiza, Mukhamad Najib, and Kirbrandoko Kirbrandoko. "Factor affecting user satisfaction in agricultural e-commerce applications: Facing the new normal." Journal of Innovation in Business and Economics 4, no. 02 (December 31, 2020): 49–60. http://dx.doi.org/10.22219/jibe.v4i02.12954.
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Agricultural E-Commerce with a retail business model has a big challenge to become an alternative sales distribution of agricultural products. Consumer satisfaction and loyalty can be a strategy for companies to maintain and increase sales. The purpose of this study was to analyze the users of agricultural e-commerce application characteristics and variables that affect customer satisfaction and loyalty. It was conducted by a survey in the Greater Jakarta area, Indonesia. Research data were collected using a questionnaire with a convenience sampling method to 170 respondents. The majorities of respondents were women with an age range of 20-30 years. Structural Equation Modeling (SEM) results show that there is a significant influence between information quality, design, response, security, delivery on satisfaction, and satisfaction with loyalty. On the other hand, there is no significant difference between ability, payment, user service, and satisfaction. Companies can create loyalty programs to increase product purchase retention in agricultural e-commerce.
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Wisnel, Wisnel, Eri Wirdianto, and Tara Cantika. "Analysis of the Effect of E-Service Quality on E-Commerce Customer Satisfaction and Loyalty." MOTIVECTION : Journal of Mechanical, Electrical and Industrial Engineering 4, no. 3 (August 2, 2022): 209–22. http://dx.doi.org/10.46574/motivection.v4i3.145.
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Service quality is a determining factor for the success of an e-commerce business serving its customers, which has an impact on customer satisfaction and loyalty. Therefore, this study aims to measure the service quality of several online e-commerce market-places on customer satisfaction and loyalty in Indonesia. This study focuses on the four most visited e-commerce application providers, namely Lazada, Tokopedia, Bukalapak, and Shopee. The concept of e-servqual and the SEM-PLS analysis method are used in this study. The results show that the variables that have significant effect on customer satisfaction are responsiveness, personalization, and reliability. While the variables that have no significant effect are website usability, information quality, and assurance. Furthermore, the variables that affect customer loyalty and satisfaction are assurance and website usability. Meanwhile, the variables of reliability, information quality, personalization, and responsiveness have no significant effect on customer loyalty.
Kualitas layanan merupakan faktor penentu kesuksesan suatu usaha e-commerce melayani konsumennya yang berdampak pada kepuasan dan loyalitas pelanggan. Oleh karena itu, penelitian ditujukan untuk mengukur kualitas layanan beberapa e-commerce market-place daring terhadap kepuasan dan loyalitas pelanggannya di Indonesia. Penelitian ini fokus pada empat penyedia aplikasi e-commerce yang paling banyak dikunjungi yaitu Lazada, Tokopedia, Bukalapak, dan Shopee. Konsep e-servqual dan metode analisis SEM-PLS digunakan dalam penelitian ini. Hasil penelitian menunjukkan bahwa variabel yang berpengaruh nyata terhadap kepuasan pelanggan adalah daya tanggap, personalisasi dan keandalan. Sedangkan variabel yang tidak berpengaruh nyata adalah kegunaan website, kualitas informasi, dan jaminan. Selanjutnya, variabel yang mempengaruhi loyalitas dan kepuasan pelanggan adalah jaminan (assurance), dan kegunaan website (website usability). Sementara itu, variabel keandalan (reliability), kualitas informasi (information quality), personalisasi (personalization), dan daya tanggap (responsiveness) tidak berpengaruh nyata pada loyalitas pelanggan.
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Farhana, Adinda. "Applying Social Exchange Theory to Value Co-Creation Frame: Does it Leads to Customer Loyalty?" SRIWIJAYA INTERNATIONAL JOURNAL OF DYNAMIC ECONOMICS AND BUSINESS 1, no. 2 (August 24, 2021): 191. http://dx.doi.org/10.29259/sijdeb.v1i2.191-206.
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The emergence of E-commerce has brought many advantages, especially in economic development. With the continuously significant growth of E-commerce users, it is crucial for e-commerce platforms to sustain their business. Applying value co-creation is beneficial for e-commerce to gain a competitive advantage that leads to customer loyalty. This study aims to seek the role of value-co creation behaviour as a mediating variable between the key construct in Social Exchange Theory (satisfaction and trust) and customer loyalty. The research uses SEM-PLS to examine the model and the result indicates value co-creation behaviour influences customer loyalty positively. Hence, it is important for the e-commerce platform to gain customer trust and satisfaction to enhance their willingness to value cocreation behaviour, leading to customer loyalty.
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Xiao, Xiaochen. "E-commerce customer service satisfaction survey and intelligent customer service development suggestion research." Journal of Education, Humanities and Social Sciences 2 (July 13, 2022): 381–86. http://dx.doi.org/10.54097/ehss.v2i.837.
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In recent years, with the rapid development of e-commerce technology, the scale and number of e-commerce platforms with online retail business as the core are increasing day by day.In the service system, because the content of customer requirements is inconsistent, the answer of customer service is also different, and the question service is easy to answer the question, thus reducing customer satisfaction.Therefore, the optimization of customer service system is worthy of our in-depth study, but also worthy of great attention.In this paper, through cluster sampling and convenient sampling survey method, questionnaire survey, combined with relevant secondary data, in various areas of the country to collect customer demand and evaluation of e-commerce platform intelligent customer service.To understand the development status of e-commerce intelligent customer service, and then through the analysis of the use of e-commerce platform intelligent customer service and influencing factors, for the development of e-commerce industry intelligent customer service to find the corresponding countermeasures.
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Zhou, Huizhuo, and Xiaoyu Xing. "Study on the Impact of Fresh Food E-Commerce Logistics Service Quality on Customer Satisfaction, Customer Trust, and Repurchase Intention." Korea International Trade Research Institute 18, no. 5 (October 31, 2022): 19–35. http://dx.doi.org/10.16980/jiyc.22.5.202210.19.
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Purpose - This study is meaningful in providing strategic implications for improving the logistics service quality of fresh food e-commerce companies by empirically analyzing the impact of logistics service quality on customer satisfaction, customer trust, and repurchase intention.
Design/Methodology/Approach - The study collected data on 285 customers with shopping experience on fresh food e-commerce platforms and verified with a structural equation model using AMOS 26.0.
Findings - First, it was confirmed that the delivery quality, timeliness, and reliability of fresh food e-commerce logistics service quality had a positive impact on customer satisfaction. Second, it was found that delivery quality, information quality, and reliability of fresh food e-commerce logistics service quality had a positive impact on customer trust. Third, both customer satisfaction and customer trust had a positive impact on repurchase intention.
Research Implications - In terms of theory, theoretical research is carried out by investigating which factors of fresh food e-commerce logistics service quality can improve customer satisfaction and customer trust. In terms of practice, it provides reference suggestions for fresh food e-commerce enterprises to improve the quality of logistics services and improve business performance in the future. It will also provide a reference for other follow-up research.
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Yen, Yung-Shen. "A comparison of quality satisfaction between transactional and relational customers in e-commerce." TQM Journal 26, no. 6 (October 7, 2014): 577–93. http://dx.doi.org/10.1108/tqm-11-2012-0089.
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Purpose – The purpose of this paper is to examine quality satisfaction between transactional and relational customers in e-commerce, and it also explores the moderating effect of perceived control and perceived enjoyment on quality satisfaction. Design/methodology/approach – Multivariate analysis of variance and two-way ANOVA were conducted to test the study hypotheses. The samples include 470 university students in the northeastern USA to whom an online survey was administered. Findings – Results show that system quality satisfaction is more significant for transactional customers, but information quality and service quality satisfactions are more important for relational customers. Moreover, perceived control and perceived enjoyment partially moderate quality satisfaction between transactional and relational customers. Research limitations/implications – One limitation is that a student cohort is selected as the sample. This study verifies the understanding of quality satisfaction between transactional and relational customers in e-commerce. Practical implications – Practitioners shall consider the quality of services for fitting different types of customers. While a high-quality system design is better for new customers, high-quality information and service support is helpful for loyal customers. However, if loyal customers have a high degree of perceived control, they may also be more sensitive to system quality satisfaction. Similarly, if new customers have a high degree of perceived control or a high degree of perceived enjoyment, they may be more sensitive to information quality satisfaction. Originality/value – This study contributes to the knowledge regarding quality satisfaction for transactional and relational customers in e-commerce.
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Wiryana, Novandy Yusanida, and Rezi Erdiansyah. "Pengaruh E-Service Quality dan Perceived Value Terhadap Repurchase Intention Dengan Customer Satisfaction Sebagai Variabel Mediasi Pada Bisnis E-Commerce." Jurnal Manajemen Bisnis dan Kewirausahaan 4, no. 5 (September 15, 2020): 217. http://dx.doi.org/10.24912/jmbk.v4i5.9231.
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The purpose of this study is to determine the effect e-service quality and perceived value on repurchase intention through customer satisfaction as a mediating variable in e-commerce business. The research was conducted quantitatively through survey method as many as 165 respondents toward customer at least had made transactions with e-commerce in West Jakarta Region. The sampling method uses non probability such as purposive sampling. The method of data collection is done by distributing questionnaries online and processing data uses SPSS and LISREL 8.70 for structural equation model (SEM). The result of the research hypothesis show that e-service quality, perceived value and customer satisfaction have a positive and significant effect on repurchase intention and customer satisfaction madiates the effect of e-service quality and repurchase intention on repurchase intention.
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Praseptiawan, Mugi, Maria Oktarise Natania Gultom, and Meida Cahyo Untoro. "The Evaluation of E-Commerce Using the Customer Satisfaction Index and Importance Performance Analysis." Jurnal Sisfokom (Sistem Informasi dan Komputer) 11, no. 1 (March 23, 2022): 60–65. http://dx.doi.org/10.32736/sisfokom.v11i1.1167.
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The challenges of e-commerce development pressure every company to develop the appeal of the company's business processes, which will impact high business revenue. Evaluation is essential for a company to improve the assessment of the company's products. The purpose of this study is to evaluate the use of e-commerce applications from people's perspectives and perceptions by specifically identifying indicators that have or have not met user expectations in using them. This study is quantitative research. The variables are attributes of service used derived from the Delone Mclean model. The measurement of user satisfaction level is done using the Customer Satisfaction Index. The data analysis method used is the Importance Performance Analysis (IPA), done by comparing the level of importance and the level of service performance felt by users. The satisfaction index result obtained by the Shopee application is Very Satisfied with a value of 80.23 %, the Tokopedia application obtained a satisfaction index of Satisfied with a value of 78.58%, and the Bukalapak application's satisfaction index is also Satisfied with a value of 73.22%. Importance Performance Analysis (IPA) methods are used to acquire the knowledge of user satisfaction level regarding any factors impacting the e-commerce application's performance level in meeting user satisfaction. The result obtained by the Shopee application for the IPA method is the absence of variables going into the leading priority quadrant. In contrast, the Tokopedia application has four variables, and the Bukalapak application has five variables in the central priority quadrant.
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Liu, Changping. "The Study on E-Commerce Based on Agribusiness Model for Improving the Operational Satisfaction of Community Farming Business at Shouguang City, China." Learning & Education 10, no. 3 (November 7, 2021): 247. http://dx.doi.org/10.18282/l-e.v10i3.2474.
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The rapid development of e-commerce changed consumer shopping habits and sales market structure. In the context of the rural revitalization strategy and the internet economy, more and more agricultural product sales companies utilized e-commerce platforms to expand their sales channels and hope to solve the problems of low efficiency and high cost of traditional e-commerce distribution and provide new channels for product sales. Due to the lack of standardization, enterprises’ online and offline connections were not close enough for agricultural product circulation and customer satisfaction in the Shouguang City of Shandong Province, leading to the poor customer shopping experience and low satisfaction.
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Tzavlopoulos, Ιoannis, Katerina Gotzamani, Andreas Andronikidis, and Chris Vassiliadis. "Determining the impact of e-commerce quality on customers’ perceived risk, satisfaction, value and loyalty." International Journal of Quality and Service Sciences 11, no. 4 (December 9, 2019): 576–87. http://dx.doi.org/10.1108/ijqss-03-2019-0047.
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Purpose The quality assessment of e-commerce services is of particular research interest, as it has been widely found that quality is directly linked to customer satisfaction and loyalty, which in turn leads to improved sales results, the creation of reputation and enhanced competitiveness for active companies in the industry. The purpose of this paper is to investigate the quality in e-commerce and to examine the relationships developed among its individual dimensions and satisfaction, perceived value, perceived risk and customer loyalty. Design/methodology/approach Initially, exploratory factor analysis with the equamax rotation method was applied to identify the perceptions of consumers regarding quality, value, satisfaction, risk and loyalty. The effect of the factors that make up perceived quality of e-services on customer value, satisfaction, risk and loyalty was examined by using OLS regression analysis. Likewise, path analysis was applied to confirm the impact of perceived quality on total consumer satisfaction, perceived value and loyalty, utilizing perceived risk as a moderating variable. Findings The authors found that quality overall has a positive and statistically significant relationship with perceived value, satisfaction and loyalty and negative with perceived risk. From the individual dimensions of quality, it has been found that ease of use of websites, design, responsiveness and security lead to increased levels of perceived value, while ease of use, responsiveness and personalization lead to an increase in the overall satisfaction of consumers. Overall, it has been documented that high levels of quality lead to higher satisfaction and perceived value, mitigating perceived risk and positively impacting the adoption of desirable consumer behaviors as reflected in customer loyalty. Research limitations/implications In this respect, future research in the field of e-commerce can examine the quality of the respective electronic services taking into account different product and business categories. In addition, the future research can focus on the impact of high satisfaction, perceived value and customer loyalty on various sizes of business performance, including sales, market share, competitiveness, financial efficiency and sustainability. Practical implications Given the clear relationship between quality, perceived value and satisfaction, e-commerce businesses have the potential to benefit significantly from improvements in the quality of their services, as this leads to increased levels of perceived value, high level of satisfaction and hence enhanced customer loyalty, which is in turn reflected in increased sales, positive word-of-mouth, improved reputation and brand loyalty. In this way, e-businesses will be able to improve their financial position, achieve higher market shares, maintain their competitive advantage, attract new development resources and become sustainable on a long-term basis. Social implications Businesses need to understand the factors that determine the quality in e-commerce to be able to achieve customer satisfaction and reduce perceived risk through improved quality. These factors, which consumers perceive as important for quality, are critical. Originality/value The concepts of quality, perceived value, risk, satisfaction and loyalty are considered to be interlinked in both traditional consumer research and e-commerce, as high levels of perceived quality are believed to lead to positive assessments of the cost-benefit and, hence, the perceived value (Cronin et al., 2000; Sweeney and Soutar, 2001; Korda and Snoj, 2010) and loyalty. In this context, this study attempted to study the relationship of these five variables, through both regression and path analysis, resulting in similar results. According to the findings of the study, perceived quality of website services has a positive and statistically significant impact on perceived value, satisfaction and an opposite effect on perceived risk, while the last is mitigating variable for and loyalty.
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Sanchez Torres, Javier A., and Francisco-Javier Arroyo-Cañada. "Building brand loyalty in e-commerce of fashion lingerie." Journal of Fashion Marketing and Management: An International Journal 21, no. 1 (March 13, 2017): 103–14. http://dx.doi.org/10.1108/jfmm-05-2016-0047.
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Purpose The purpose of this paper is to know if the loyalty of online purchasing is determined by the final perceptions of product quality and brand reputation in the online community of lingerie customers. Design/methodology/approach The authors used an exploratory model which aspects in previous studies have evaluated satisfaction, loyalty and trust in electronic shopping, in order to examine whether the customer’s perception of the quality and innovation of the final product sold through e-commerce and reputation in the examined was made “Virtual Community” are key factors in creating loyalty. The sample was obtained from a lingerie company which sells its products in Europe in the website leonisa.com, the data were analysed with the software SmartPLS, validating the proposed relationships between customer perceptions on the purchased product and loyalty to the brand. Findings The results demonstrate theoretical conceptions regarding product characteristics (Quality, Innovation and Satisfaction), and constructs brand (Virtual Community, Reputation and Trust). Research limitations/implications This paper presents a case study for a specific brand as exploratory research in the lingerie industry, this must be validated with this type of product for other companies. Practical implications This research has elements of support for management, companies will turn attention to the satisfaction of consumers and to maintain goods levels of reputation in the virtual community. Social implications This research shows a real case of the correct implementation of brand strategy, detailing how customers are valued and therefore provides valuable information for customers and companies. Originality/value This exploratory study provides a new analysis of product quality factors that were not directly related to the loyalty of electronic purchasing, also, it allows the fashion industry to have elements of support for management and quality control, and that hypotheses relating to the product quality and loyalty in the electronic shopping is confirmed.
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Kurniawati, Elya, Imamul Huda Al Siddiq, and Idris. "East Java Msme E-Commerce Opportunities In The 4.0 Era Innovative Entrepreneurship Management Development." 11th GLOBAL CONFERENCE ON BUSINESS AND SOCIAL SCIENCES 11, no. 1 (December 9, 2020): 27. http://dx.doi.org/10.35609/gcbssproceeding.2020.11(27).
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E-commerce is an innovation employed by East Java Micro, Small, and Medium Enterprises. It is used to seize opportunities in developing innovative entrepreneurial management. Innovation is crucial for business entities' survival in the 4.0 era, including Micro, Small, and Medium Enterprises (MSMEs). Exploiting opportunities and innovations is the key to creating new products that ensure MSMEs survival. The purpose of this research was to determine the following perceptions: (1) e-commerce opportunities in influencing consumer satisfaction and trust, (2) e-commerce opportunities in providing the best customer service, (3) e-commerce opportunities in satisfying customer expectations, (4) e-commerce threats to MSMEs. This research is quantitative descriptive research. The research method used was a survey method utilizing questionnaires and interviews on East Java MSMEs. Data analysis used Pearson Correlation Product Moment analysis. The research results exhibited the following e-commerce opportunities: (1) influences satisfaction and trust in performing transactions, (2) provides the best service, (3) satisfying customer expectations, (4) not being a threat to MSMEs. Keywords: Era 4.0, Innovative Management, MSMEs, E-Commerce
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Rouibah, Kamel, Paul Benjamin Lowry, and Laila Almutairi. "Dimensions of Business-to-Consumer (B2C) Systems Success in Kuwait." Journal of Global Information Management 23, no. 3 (July 2015): 41–71. http://dx.doi.org/10.4018/jgim.2015070103.
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An extensive body of research has tested the information systems success model in many contexts. Surprisingly, few of these studies have applied it to e-commerce. A study by represents one such initiative, but it is crucial to address several remaining gaps associated with that study. Moreover, no e-commerce success model has considered the Arab world, which exhibits unique cultural factors influencing e-commerce. The authors' study proposes an improved IS success model for e-commerce in the Arab world. This model, based on that of , adds several enhancements to the validity and generalisability of his efforts, uses the latest SEM techniques, including both monetary and nonmonetary value conceptualisations, uses a multidimensional conceptualisation of system quality, and proposes specific factors of e-commerce service quality. The authors tested the proposed research model with a truly randomised sampling approach using 288 experienced business-to-consumer (B2C) consumers in the Arab world. The results largely support our hypothesised model. The most important difference between our results and those of previous studies is our finding that although service quality influences value, it has no bearing on user satisfaction in an Arab context. This study will be useful for practitioners and researchers seeking to improve the understanding of B2C e-commerce success in the Arab world.
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Samir, Vivi Fitriyanti, Sampurno Sampurno, and Derriawan Derriawan. "The Effect of Product Quality on Customer’s Satisfaction and Loyalty of EMN Brand in the Ecommerce Era." International Journal of Business Review (The Jobs Review) 4, no. 1 (June 2, 2021): 1–14. http://dx.doi.org/10.17509/tjr.v4i1.33378.
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Introduction: business cosmetic has grown rapidly in the e-commerce era. In the e-commerce era, companies have the opportunity to expand their sales system to increase customer satisfaction.The purpose of study: to determine and analyze the effect of e-commerce and EMN product quality on satisfaction and its impact on consumer loyalty.Research Method: descriptive study with quantitative methods. The data was collected by distributing a survey to 155 respondents who had purchased EMN products through e-commerce sites at least once in the last six months. The survey data analysis used the SEM (Structural Equation Modeling) analysis of the SPSS 25 and AMOS 24 programs.Results: the results showed that each variable influenced each other. E-commerce has a positive effect on customer satisfaction, where the p-value = 0.014 (0.05) and the coefficient is 0.347. Product quality has a positive effect on customer satisfaction with p-value = 0.000 (0.05) and a coefficient of 0.546. Satisfaction has a significant effect on loyalty with p-value = 0.000 (0.05) and a coefficient of 0.798. Meanwhile, e-commerce has a negative effect on consumer loyalty with a p-value = 0.23 and a coefficient of -0.408. Product quality has a positive and significant effect on consumer loyalty with p-value = 0.39 and a coefficient of 0.416.Conclusion: Companies have to create attractive e-commerce site designs with complete and accurate attributes and information; companies must maintain the availability and completeness of products in e-commerce; creating a new product with a packaging design that is more attractive and of sufficiently good quality.