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Journal articles on the topic 'E-custome'

Author: Grafiati

Published: 5 June 2025

Last updated: 2 August 2025

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1

Pr., BARZI REDOUANE, and FATIMA EZZAHRA GHOUDOUOU. "Impact of the emotional experience on the e-fidelity of the Moroccan consumer." African Scientific Journal Vol 3, N°16 (2023): 230. https://doi.org/10.5281/zenodo.7687833.

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<strong>Résumé </strong> Le monde assiste à une évolution de la technologie numérique qui coïncide avec un changement dans le comportement d'achat des consommateurs qui rend le client plus indépendant et informé. Par conséquent, les entreprises doivent vendre différemment et acquérir un avantage concurrentiel. En suivant le comportement des consommateurs grâce à l'utilisation de certaines technologies numériques, il est possible de personnaliser les expériences des consommateurs et de

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Abusubha, Abdullah, and Dojanah Bader. "The impact of e-services on customer satisfaction in public sector departments - case study: Customs Department in Jordan." International Journal of Computers and Informatics 3, no. 5 (2024): 9–48. http://dx.doi.org/10.59992/ijci.2024.v3n5p1.

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This study mainly aims to identify the impact of e-services provided by public sector departments on customer satisfaction and the level of service provided to them. Jordanian Customs was adopted as a case study in which some computerized systems are used in the procedures of dealing with customers, such as: e-Public Service System, ASYCUDA Global System Service, Customs Tariff Application Service via cellular devices, ATA admission e-service, and e-tracking service. To achieve this goal, a questionnaire was designed containing 46 paragraphs related to the variables of the study, divided into:

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Jayapriya, C. K* &. Dr. R. Sathya Devi**. "PECEPTION AND SATISFACTION OF BANK CUSTOMERS TOWARDS E-CRM WITH REFERENCE TO MALAPURAM DISTRICT." International Journal of Multidisciplinary Research and Modern Education (IJMRME) 8, no. 2 (2022): 33–38. https://doi.org/10.5281/zenodo.7494240.

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Today, among the Indian customers’ high expectations and technological innovations have increased a lot. For such a need, E-CRM is the best tool. This study provides a step in understanding the existing E-CRM Practices in Public Sector Banks from the E-Banking perspective. To achieve the customer requirement and to survive in the competition, the banks need to deliver best quality service.  The banks have to upgrade and constantly think of new innovative customized packages and services to remain competitive. The banks have come to realize that survival in the new e-economy depends

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N.SURESH BABU. "The Impact of AI-Powered Personalization on human resource management and customer Loyalty in ecommerce." European Economic Letters (EEL) 15, no. 2 (2025): 4751–59. https://doi.org/10.52783/eel.v15i2.3325.

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Another tool that has become life-changing in digital economy is the Artificial Intelligence (AI)-driven personalization that has transformed the way business is conducted, both concerning its customers and the internal workforce. With e-commerce, however, the role of AI in the context of personalization can be divided into two: promoting customer loyalty through custom experiences and transforming human resource management (HRM), or mechanizing and streamlining personnel procedures. This paper will touch on the convergence of the two fields, exploring the effect of using AI to make personaliz

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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 (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 mo

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Alam, Pervez, Firoz Husain, and Adeel Maqbool. "A Study Over Constructive Role of Delivery Services in Intensifying Customer Loyalty in E-Commerce Business: An Empirical Study in Delhi." International Research Journal of Multidisciplinary Scope 05, no. 01 (2024): 124–33. http://dx.doi.org/10.47857/irjms.2024.v05i01.0175.

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The internet has evolved into a trustworthy community for the transaction of items and services. Because online purchases do not include face-to-face interaction, a variety of factors may impact on purchasers' purchasing intentions. Aside from appearance and usefulness, trust is an important factor that determines customers' decisions about an online business. Online retailers must devise tactics to keep loyal and trustworthy clients. This paper investigates the development and/or enhancement of customer loyalty in online retail. The COVID-19 epidemic has accelerated global market e-commerce g

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Budiarto, Balla Wahyu, Putri Ekaresty Haes, Winanto Nawarcono, Ainil Mardiah, and Tri Apriyono. "The Influence Of E-Customer Satisfaction, E-Service Quality And Sales Promotion On E-Customer Loyalty Of Tokopedia Customers." JEMSI (Jurnal Ekonomi, Manajemen, dan Akuntansi) 9, no. 6 (2023): 2472–79. http://dx.doi.org/10.35870/jemsi.v9i6.1656.

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The competition between online firms occasionally gets more intense due to Indonesia's growing use of the digital economy. The context of this study is competition that attempts to boost customer loyalty through excellent service and alluring promos. This study uses e-customer satisfaction as an intermediary variable in Tokopedia's e-commerce to examine the impact of e-service quality and sales promotion on e-customer loyalty. Using non-probability sampling strategies and purposive sampling approaches on 100 respondents. SEM-PLS, or structural equation modeling, is the analytical technique emp

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Li Qi and Shao Xiaoli. "THE IMPACT OF ANCHOR CHARACTERISTICS ON CUSTOMERS' SUSTAINABLE FOLLOW IN E-COMMERCE LIVE BROADCAST—BASED ON THE SURVEY OF TIKTOK USERS IN CHINA." International Journal of Business and Society 25, no. 1 (2024): 354–67. http://dx.doi.org/10.33736/ijbs.6919.2024.

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With the development of Internet commerce, live broadcast has become a new e-commerce milestone. This study uses SOR model for reference, taking customer perceived value and customer flow experience as intermediary variables, to explore the impact of anchor characteristics on the sustainable follow of customers in the live broadcast room. The research findings demonstrate that the credibility, professionalism, interactivity, and attractiveness of e-commerce anchors have a significant positive impact on customer perceived value and customer flow experience. Customer perceived value and customer

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Lindberg-Repo, Kirsti, and Apramey Dube. "Customer Value Dimensions in E-Healthcare Services." International Journal of E-Services and Mobile Applications 7, no. 4 (2015): 17–29. http://dx.doi.org/10.4018/ijesma.2015100102.

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Healthcare services have been extensively researched for customer value creation activities. There has been, however, limited attention on the dimensions of customer value, as reported by customers themselves, in e-healthcare services. The purpose of this paper is to investigate customer value dimensions in which customers experience e-healthcare services. Narrative techniques were used to investigate customer experiences of e-healthcare services offered by eight private Finnish providers. The findings show that customers evaluate e-healthcare services in four value dimensions: 1) The outcome

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Widanar, Widanarni Pudjiastuti, Dwi Danesty Deccasari, and Dicky Hermawan Putra. "PENGARUH E-SERVICE QUALITY, TERHADAP LOYALITAS PELANGGAN YANG DI MODERASI VARIABEL KEPUASAN PELANGGAN (Studi pada Pelanggan Jasa Transportasi Online Gojek di Kota Malang)." Jurnal Manajemen Dirgantara 16, no. 2 (2023): 378–84. http://dx.doi.org/10.56521/manajemen-dirgantara.v16i02.1001.

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In the face of increasingly intense competition, Go-Jek needs to innovate in order to provide better services to its customers and attract new customers. One of the methods used is optimizing service delivery through the internet, known as e-service. E-service Quality is a new version of service quality (ServQual). This study aims to analyze whether customer satisfaction can moderate the relationship between E-service Quality and customer loyalty in the online transportation service industry of Gojek in Malang. The population of this study consists of all Gojek customers in Malang. The researc

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Wiratama, Esmeralda Aprillia, Reza Wiradhika Saputra, and Kumba Digdowiseiso. "Implementation of Electronic Customer Relationship Management to Increase NusaTrip Customer Loyalty." INTERNATIONAL JOURNAL OF ECONOMICS, MANAGEMENT, BUSINESS, AND SOCIAL SCIENCE (IJEMBIS) 4, no. 1 (2024): 361–67. http://dx.doi.org/10.59889/ijembis.v4i1.356.

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E-CRM (Electronic Customer Relationship Management) is the process of maximizing sales to customers and prospecting customers by using information technology such as databases, websites, customer service, e-mail, and social media marketing (Hendriyani & Raharja, 2018). The purpose of this research is to determine the implementation of e-CRM such as websites and business procedures carried out by NusaTrip in increasing customer loyalty. Apart from that, the implementation of e-CRM in the form of e-mail, sitemap and social media marketing such as Facebook, Instagram or more personal communic

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Lesmana, Aji, and Tengku Ezni Balqiah. "Enhancing Customer E-Loyalty and E-WOM: The Role of Electronic and Non-Electronic Service Quality and Customer Satisfaction (PLN Mobile Application)." Petra International Journal of Business Studies 6, no. 2 (2023): 201–12. http://dx.doi.org/10.9744/petraijbs.6.2.201-212.

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This study examines the relationships between six constructs: e-service quality, customer e-satisfaction service quality, customer satisfaction, customer e-loyalty, and electronic word-of-mouth (EWOM). The study collected data from 452 respondents who are customers of PLN and have used the PLN Mobile application. The study found that customer e-loyalty can be directly and indirectly influenced by service and e-service quality. Both customer satisfaction and e-satisfaction can mediate the influence of service quality and e-service quality on customer e-loyalty. Therefore, PLN needs to ensure se

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Handayani, Dola Fitritha Raras, Retno Widowati PA, and Nuryakin Nuryakin. "The influence of e-service quality, trust, brand image on Shopee customer satisfaction and loyalty." Jurnal Siasat Bisnis 25, no. 2 (2021): 119–30. http://dx.doi.org/10.20885/jsb.vol25.iss2.art3.

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Purpose: This research's main objective is to determine the relationship among e-service quality, trust, and brand image to customer loyalty. Customer satisfaction was a mediator which focused on Shopee customers in Yogyakarta. Design/methodology/approach: The research respondents consisted of 245 customers. The reliability and validity tests were conducted. The collected data were analyzed using the SEM AMOS method. Findings: The research results showed that: 1) e-service quality had a positive and significant influence on customer loyalty; 2) trust had a positive and significant influence on

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Kumar, Pushpender, and Anupreet Kaur Mokha. "Electronic Customer Relationship Management (E-CRM) and Customer Loyalty." International Journal of E-Business Research 18, no. 1 (2022): 1–22. http://dx.doi.org/10.4018/ijebr.293292.

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This study examined the impact of E-CRM on customer loyalty with the mediating effect of customer satisfaction in the banking industry. Customer satisfaction is important for loyalty because when the customers are satisfied with the services offered by their service providers, the relationship gets stronger which further leads to positive word-of-mouth. The data was collected using purposive sampling from 836 banks’ customers who were using E-CRM services and the data was analyzed using structural equation model (SEM) through AMOS. The results revealed that E-CRM and customer satisfaction had

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Saeed Alasrani, Saaed Ahmed, and Ani Wulandari. "The Role of Customer Trust, Customer Perception, Customer Online Behavior, and E-Service Quality Towards Customer Preference on E-Market Place." Jurnal Ekonomi 22, no. 2 (2023): 54–61. http://dx.doi.org/10.29138/je.v22i2.191.

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This study is aimed to analyze The Role of Customer Trust, Customer Perception, Customer Online Behavior, and E-Service Quality towards Customer Preference on E-Market Place in Surabaya City. This is an explanatory research using questionnaires. Population in this study is customers in Surabaya city who make purchases through e-commerce Platforms (Shopee, Tokopedia, Lazada). Samples of 100 customers are chosen by purposive sampling method. The Method analysis used in this study is multiple regression analysis with SPSS 21 software which was employed as a data management strategy. Research find

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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 relation

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Kashif, Abdul Rauf, and Babar Younus. "Impacts of Internet Banking on Customer Satisfactions in Rawalpindi & Islamabad." Revista Gestão Inovação e Tecnologias 11, no. 4 (2021): 4632–46. http://dx.doi.org/10.47059/revistageintec.v11i4.2493.

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It presents how e-banking affects customer satisfaction in verified traditional banking administration, its relationship with age, occupation and education, its effect on branch visits, customer's understanding of e-banking, possibilities and difficulties, etc. of electronic banking. -banking. This article attempted to view all of the above out of 200 successfully completed and returned questionnaires from e-banking customers. In this study, tables, graphs, standard deviations, normality tests, and correlations were used to examine whether customers visit branches when e-banking is important a

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Et.al, Jacinda Sukendia, Nanang Harianto. "The Impact of E-Service Quality On Customer Engagement, Customer Experience and Customer Loyalty in B2c E-Commerce." Turkish Journal of Computer and Mathematics Education (TURCOMAT) 12, no. 3 (2021): 3170–84. http://dx.doi.org/10.17762/turcomat.v12i3.1556.

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The purpose of this research is to examine the correlation of e-service quality, customers’ experience, customers’ engagement, and customers’ loyalty within B2C e-commerce. This paper describes a theoretical model for investigating the main dimension that influences on e-service context for loyalty: website design, fulfillment/reliability, customer service and security/privacy. Survey data were collected from 205 respondents who had made transactions through B2C e-commerce website in the last six months. The partial least squares technique was applied to test the research model. Based on the t

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Alimin, Erina, and Ivana Jocelyn. "The Influence of Customer E-Service, Information Quality, and Customer Privacy on Shopee’s Customer Loyalty with Customer Satisfaction as the Intervening Variable in Medan." Jurnal Ilmiah Global Education 5, no. 2 (2024): 1639–50. http://dx.doi.org/10.55681/jige.v5i2.2547.

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At present, a wide range of sectors and industries employ technology information for their operations, specifically in the area of electronic e-commerce. Shopee Pte. Ltd., operating under the trade name Shopee, is a worldwide technology corporation headquartered in Singapore that specializes in electronic commerce and Shopee emerges as the leading e-commerce platform in Indonesia during the initial quarter of 2023. However, Shopee's customer e-service, information quality, and customer privacy still has problems even though they are currently the leading e-commerce company. Researchers must th

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Tang, Hui Ying, and Suraya Ya’acob. "E-Commerce Customer Churn Prediction for the Marketplace in Malaysia." Open International Journal of Informatics 11, no. 2 (2023): 58–66. http://dx.doi.org/10.11113/oiji2023.11n2.273.

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Customer churn, or the loss of customers, is a significant challenge for e-commerce businesses, as it leads to revenue loss and increased marketing costs. Most online marketplaces have insufficient awareness of the e-commerce customer churn rate that can be analysed before conducting customer retention activities or management. It is crucial for an online marketplace to handle customer churn as it is more high-value to manage existing customers than to have new customers on the platform. This study uses machine learning algorithms to predict e-commerce customer churn. This project has three (3

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B, Abdul Suban. "Effect of E-Banking Services on Customer Value and Customer Loyalty." Shanlax International Journal of Commerce, 6, S1 (2018): 34–40. https://doi.org/10.5281/zenodo.2532933.

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In Percent years, the Electronic Banking Services have formed to give the impression is widely as an electronic channel of conducting financial transactions to the customers. In the Tiruchirappalli commercial banks carry on to offer most of their banking transactions usingelectronically. The E - Banking services are theinternettransactions, and transferring electronic funds, whereby customers produce services forthemselves without assistance from banker.The objective of this study is to investigate the effect of electronicbanking services on Customer value and Customer loya

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B., Kamaladevi, and Vanitha Mani M.R. "e-Shopping Experience in e-Tail Market." International Journal of Information Systems and Social Change 5, no. 2 (2014): 13–24. http://dx.doi.org/10.4018/ijissc.2014040102.

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Survival of fittest and fastest is the mantra of today's business game. In the modern e-Business era, the retailer must focus on the customer's e-Tailing experience to survive in the e-World. To focus an e-Customer's experience towards e-Tailing, the retailers should understand what “e-Tailing” actually means. e-Retailing is a form of electronic commerce which allows consumers to directly buy goods or services from a seller over the Internet using a web browser. e-Tailing can be referred as e-web store, e-Shop, e-Store, Internet shop, web-shop, web-store, online store, and virtual store. On th

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Ponnusamy, Gokiladevi. "Customers as Volunteers? E-Customer Citizenship Behavior and Its Antecedents." Information Management and Business Review 7, no. 3 (2015): 50–58. http://dx.doi.org/10.22610/imbr.v7i3.1153.

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The low barriers to enter into the e-marketplace have inevitably intensified the competition among e-retailers. Online retailers are struggling to build a sustainable business model that ensures customersâ€™ continuing commitment to their businesses. This study addresses the challenges faced by eretailers in terms of examining website services and functionalities that would consequently lead to eloyalty among customers. Empirical findings, based on 385 online apparel shoppers, have shown that extending customersâ€™ voluntary behavior (customer citizenship behavior) that can be cultivated upon

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Mahfuzh, Muhammad Ady, Joko Setyono, and Alex Fahrur Riza. "Examining the Model for Enhancing E-Loyalty in Digital Banks." Signifikan: Jurnal Ilmu Ekonomi 14, no. 1 (2025): 247–64. https://doi.org/10.15408/sjie.v14i1.44901.

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Research Originality: This research novelty lies in applying the Stimulus-Organism-Response (S-O-R) theory to measure e-loyalty among digital banking customers in Indonesia. This approach has not been widely explored in Indonesia's digital banks' context.Research Objectives: This research evaluates e-loyalty among digital banks' customers in Indonesia using the SOR theory's direct and indirect measurement methodologies.Research Methods: The sample consists of 130 participants drawn from customers of both Islamic and conventional digital banks in Indonesia. This research applies PLS-SEM through

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Dr. C. Bagath Basha, S. Sai Pavan, Etukula Vamshi, and P. Varun Sai. "TOWARDS INTELLIGENT E-COMMERCE: HYBRID UNSUPERVISED LEARNING FOR DEEP SEGMENTATION OF CUSTOMER BEHAVIOR AND PURCHASE TRENDS." Scientific Digest : Journal of Applied Engineering 13, no. 7(1) (2025): 278–85. https://doi.org/10.70864/joae.2025.v13.i7(1).pp278-285.

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E-commerce has rapidly grown in India, with revenues crossing $75 billion in 2023. The Indian e-commerce market is expected to reach $188 billion by 2025, driven by the rise in internet users, digital payments, and convenience. The objective is to develop a robust hybrid unsupervised learning system to identify and segment high- and low-revenue customers in e-commerce, enabling more effective marketing, personalized campaigns, and improved customer retention. Before machine learning, businesses used manual segmentation methods like RFM (Recency, Frequency, Monetary) analysis, simple demographi

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Tabianan, Kayalvily, Shubashini Velu, and Vinayakumar Ravi. "K-Means Clustering Approach for Intelligent Customer Segmentation Using Customer Purchase Behavior Data." Sustainability 14, no. 12 (2022): 7243. http://dx.doi.org/10.3390/su14127243.

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E-commerce system has become more popular and implemented in almost all business areas. E-commerce system is a platform for marketing and promoting the products to customer through online. Customer segmentation is known as a process of dividing the customers into groups which shares similar characteristics. The purpose of customer segmentation is to determine how to deal with customers in each category in order to increase the profit of each customer to the business. Segmenting the customers assist business to identify their profitable customer to satisfy their needs by optimizing the services

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BARUTÇU, Süleyman. "E-CUSTOMER SATISFACTION IN THE E-TAILING INDUSTRY: AN EMPIRICAL SURVEY FOR TURKISH E-CUSTOMERS." Ege Akademik Bakis (Ege Academic Review) 10, no. 1 (2010): 15. http://dx.doi.org/10.21121/eab.2010119646.

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Lova, Anggil Nopra, and Gampo Haryono. "Purchase Determinants Of Customer Loyalty: The Mediating Effect Of E-Trust In E-Commerce." Journal of Scientific Research, Education, and Technology (JSRET) 2, no. 3 (2023): 1024–36. http://dx.doi.org/10.58526/jsret.v2i3.192.

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This study aims to find out and explain how the effect of e-service quality and website image on e-customer loyalty when online shopping is mediated by e-customer trust in e-commerce, both directly and indirectly. this research is quantitative. The sampling method used was purposive sampling with a research instrument in the form of a questionnaire which was distributed to 280 respondents who had used the e-commerce service. The results showed that the e-service quality and website image quality had a direct effect on e-customer trust and e-customer loyalty. E-trust has an important role in me

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Napitupulu, Sabar. "Pengaruh Customer Relationship Management Dan Kegiatan Sosialisasi Penggunaan E-Toll Terhadap Minat Masyarakat Menggunakan Pembayaran E-Toll Jasa Marga." Cakrawala Ekonomi dan Keuangan 29, no. 1 (2022): 1–14. http://dx.doi.org/10.56070/cakrawala.v29i1.19.

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Hasil pengolahan data antara Customer Relationship Management dilihat dari Interact dengan hasil tidak ada pengaruh dan signifikan sehingga pada variabel ini tidak dapat dijadikan sebagai tolak ukur terhadap penguatan minat masyarakat dalam menggunakan alat e-toll pay. Terhadap hasil presentasi pada variabel Customer Relationship Management dilihat dari Customize memiliki pengaruh yang positif dan signifikan sehingga variabel Customize dapat dijadikan sebagai tolak ukur untuk memperkuat minat masyarakat dalam menggunakan alat pembayaran e-toll. Hasil penyajian data secara simultan antara Custo

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Lova, Anggil Nopra, and Indra Budaya. "Behavioral of Customer Loyalty on E-Commerce: The Mediating Effect of E-Satisfaction in Tiktok Shop." Journal of Scientific Research, Education, and Technology (JSRET) 2, no. 1 (2023): 61–73. http://dx.doi.org/10.58526/jsret.v2i1.43.

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This study aims to find out and explain how the effect of e-service quality and e-recovery service quality on e-customer loyalty when online shopping is mediated by e-customer satisfaction at Tiktok shop, both directly and indirectly. this research is quantitative. The sampling method used was purposive sampling with a research instrument in the form of a questionnaire which was distributed to 280 respondents who had used the Tiktok shop service. The results showed that the e-services qaulity and recovery services quality had a direct effect on e-customer satisfaction and e-customer loyalty. E

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Budianto, Damis Veri, Tri Kartika Pertiwi, and Muhadjir Anwar. "Analysis of The Influence of Customer Loyalty to GoFood Products in Indonesia." Widya Cipta: Jurnal Sekretari dan Manajemen 7, no. 2 (2023): 151–59. http://dx.doi.org/10.31294/widyacipta.v7i2.16211.

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Loyalty is an effort to establish long-term relationships with customers. This study examines the effects of e-service quality and sales promotion on customer loyalty and satisfaction, considering satisfaction as a mediating variable in the context of GoFood products. The main objective of this research is to analyze the causal relationship between the independent variables and the dependent variable with the presence of intervening variables. The primary data source for this study is GoFood application users. Data was collected from a total of 327 customers across Indonesia who are GoFood use

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Oumar, Timothy K., Eric E. Mang’Unyi, Krishna K. Govender, and Sookdhev Rajkaran. "Exploring the e-CRM – e-customer- e-loyalty nexus: a Kenyan commercial bank case study." Management & Marketing 12, no. 4 (2017): 674–96. http://dx.doi.org/10.1515/mmcks-2017-0039.

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Abstract This article scaffolds on customer relationship management (CRM) theory and explores the association between electronic CRM (e-CRM) and electronic customer’s (e-customer) electronic loyalty (e-loyalty) in the banking sector. By using a survey design, data was collected from a convenience sample of customers of a major Kenyan commercial bank, and analysed using structural equation and multiple regression modelling. The findings reveal that there is a positive relationship between e-CRM and e-customers’ loyalty. The e-CRM features at all three stages of an electronic transaction cycle n

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Almansour, Bashar, and Sabri Elkrghli. "Factors Influencing Customer Satisfaction on E-Banking Services: A Study of Libyan Banks." International Journal of Technology, Innovation and Management (IJTIM) 3, no. 1 (2023): 34–42. http://dx.doi.org/10.54489/ijtim.v3i1.211.

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This study aimed to investigate the factors influencing customer satisfaction with e- banking services in Libyan banks, with a focus on perceived usefulness, perceived ease of use, perceived credibility, and customer attitude. A descriptive research design with a quantitative research approach was used, and data was collected through a questionnaire distributed online to 215 e-banking users. The findings revealed that perceived usefulness, perceived ease of use, perceived credibility, and customer attitude have a significant positive impact on customers' satisfaction with e-banking services. C

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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 (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. T

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Oktavia, Cintika, Budi Warsito, and Vincensius Gunawan Slamet Kadarrisman. "Development of Customer Loyalty Measurement Application using R Shiny." E3S Web of Conferences 448 (2023): 02038. http://dx.doi.org/10.1051/e3sconf/202344802038.

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Shopee is a successful e-commerce platform in Southeast Asia today, becoming the leading choice for customers who want to shop online and has built loyal relationships with customers. Apart from Shopee, many other e-commerce companies also emphasize the importance of building customer loyalty as their primary goal. This research will explore the main factors that play a role in creating Shopee customer loyalty. By measuring customer loyalty, which refers to the variables of customer satisfaction, promotions, data security, and customer service. Through the Structural Equation Modeling Partial

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I Wayan Putu Adityapratama, Ni Luh Gde Sri Sadjuni, Nyoman Gede Mas Wiartha, and Ni Desak Made Santi Diwyarthi. "Pengaruh E-Service Quality terhadap Kepuasan Pelanggan The Why Resort." SOSMANIORA: Jurnal Ilmu Sosial dan Humaniora 3, no. 4 (2024): 377–87. https://doi.org/10.55123/sosmaniora.v3i4.4160.

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Customer satisfaction is an evaluation given by customers after making a purchase of a product or service resulting from a comparison of customer expectations with the performance of products and services purchased by customers. The purpose of this study was to determine the effect of e-service quality on customer satisfaction at The Why Resort Bali Hotel. The population in this study involved customers who had used the electronic services of The Why Resort Bali Hotel. The sample in this study amounted to 160 people selected using non-probability sampling technique. This study used primary dat

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Kawet, Raymond Christian, Indrie Debbie Palandeng, and Raymond V. Pitta. "PENGARUH ONLINE CUSTOMER REVIEW, ONLINE CUSTOMER RATING, DAN CASH ON DELIVERY TERHADAP KEPUTUSAN PEMBELIAN PRODUK PADA E-COMMERCE TOKOPEDIA." JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis dan Inovasi Universitas Sam Ratulangi). 11, no. 1 (2024): 1170–83. http://dx.doi.org/10.35794/jmbi.v11i1.56516.

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This study aims to determine the effect of Online Customer Review, Online Customer Rating, and Cash On Delivery on product purchase decisions on Tokopedia e-commerce simultaneously or partially. This research approach uses quantitative methods. With a population study on Consumers Who Use the Tokopedia application. The sample in this study was 98 respondents. In this study the data were analyzed using multiple linear regression, with analysis test tools used IBM SPSS Version 25. The results of the analysis show that Online Customer Reviews, Online Customer Ratings, and Cash On Delivery On Purc

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PRASAD, DR NARAYAN, and DEBABRATA MITRA. "Factors Influencing Online Shopping E-Loyalty: An Empirical Study on Youth of North Bengal, West Bengal." Indian Commerce Association 78, no. 01 (2025): 288–306. https://doi.org/10.63665/ica.v78i01.18.

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In the era of digitization, easy access to internet services and the availability of low-cost electronic devices (such as tablets and smart cell phones) have made online shopping very popular. In addition, online shopping saves customers time and money, making it a preferred shopping destination. Online sellers can succeed in online business only when customers are satisfied and loyal to online shopping. The underlying online shopping dimensions influencing customer loyalty to online shopping are determined by Exploratory Factor Analysis (EFA). The EFA results show that website design, return

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Singh, Mohini. "E‐services and their role in B2C e‐commerce." Managing Service Quality: An International Journal 12, no. 6 (2002): 434–46. http://dx.doi.org/10.1108/09604520210451911.

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E‐services are important in B2C e‐commerce for managing customer relations and enhancing sales. In the electronic world the customer and the merchant do not meet face‐to‐face, and the clients are more discerning with increased options and solutions available to them online. With the click of a mouse a customer can find another provider. As customers embrace e‐commerce their expectations about service, support, and how they make purchases are changing. Services to customers offered electronically to enhance their online shopping experience include search support, e‐response to customer queries,

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Septiani, Risa, and Nurhadi Nurhadi. "PERAN MEDIASI KEPUASAN PELANGGAN PADA PENGARUH E-SERVICE QUALITY, PERSEPSI HARGA, DAN PROMOSI PENJUALAN TERHADAP LOYALITAS PELANGGAN." Jurnal Fokus Manajemen Bisnis 10, no. 2 (2020): 249. http://dx.doi.org/10.12928/fokus.v10i2.2886.

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This study aim was to determine the effect of e-service quality, price perception, and sales promotion on customer loyalty through customer satisfaction on Gojek customers in Yogyakarta. This research is a quantitative study with survey method. The population in this study were Gojek customers in Yogyakarta. The sampling technique used was purposive sampling, with a total sample of 235 respondents. The technique of collecting data used an online questionnaire that has been tested for validity and reliability. The data analysis technique used to test the hypothesis was bootstrapping method usin

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Fatona, Aqli, Havid Syafwan, and Akmal Akmal. "IMPLEMENTATION OF THE WEB-BASED ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT APPLICATION IN THE SYMPLE STORE." JURTEKSI (Jurnal Teknologi dan Sistem Informasi) 10, no. 3 (2024): 553–58. http://dx.doi.org/10.33330/jurteksi.v10i3.3273.

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Abstract: CRM (Customer Relationship Management) is a type of management regarding the management of the company with customers to improve relationships with customers. CRM can be adapted to E-CRM (Electronic Customer Relationship Management) which requires the role of information technology. Symple Store is a business that sells various t-shirts, apparel, and screen printing services. To see the product, customers must come directly to the store because there is no media to convey product information to customers. Symple Store does not have a way to place an order if the customer does not hav

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Luk, C. C., K. L. Choy, and H. Y. Lam. "Design of an Intelligent Customer Identification Model in e- Commerce Logistics Industry." MATEC Web of Conferences 255 (2019): 04003. http://dx.doi.org/10.1051/matecconf/201925504003.

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The emergence of e-commerce in recent years has lead to revolutionary changes in the logistics industry, as e-commerce relies heavily on efficient logistics to deliver the online goods to customers in a short period of time. Compared with traditional logistics, e-commerce orders, with a high variety of goods but small in quantity, are generally received from large number of customers worldwide. With a huge customer base, it is challenging for logistics service providers (LSPs) to provide satisfactory time-critical logistics services to meet the diversified customer requirements. In order to di

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Yuliani, Kwik Cynthia, and Luhgiatno Luhgiatno. "PENGARUH E-BANKING, KUALITAS PELAYANAN DAN KUALITAS KOMUNIKASI TERHADAP LOYALITAS NASABAH (STUDI KASUS NASABAH BANK BCA KOTA SEMARANG)." Jurnal Ilmiah Fokus Ekonomi, Manajemen, Bisnis & Akuntansi (EMBA) 1, no. 3 (2023): 288–96. http://dx.doi.org/10.34152/emba.v1i3.630.

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Banking companies have the main weapon to keep their customers loyal. Loyal customers will increase company profits. This research was conducted with the aim of knowing and analyzing the joint effect of e-banking, service quality and communication quality on customer loyalty at Bank BCA Semarang City. The research was conducted using a quantitative approach. The research sample was 100 BCA Semarang customers, with the research instrument using a questionnaire. The analysis technique uses multiple linear regression. The results showed that 1), e-banking proved to have a positive and significant

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Alya Takwarina Cahyani, Slamet Riyono, and Wahyu Wirasati. "Peran Harga Terhadap Kepuasan Pelanggan Pada Erigo Di E-Commerce Shopee." MIMBAR ADMINISTRASI FISIP UNTAG Semarang 21, no. 1 (2024): 171–79. https://doi.org/10.56444/mia.v21i1.1519.

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Erigo is an Indonesian fashion brand since 2003 that sells various types of clothing products. Erigo is one of the largest local brands that has many customers. This research was conducted to determine the effect of price, product quality and Erigo customer satisfaction on Shopee e-commerce. There were 51 respondents as Erigo customers on Shopee e-commerce. This research uses the cross table analysis method and hypothesis testing using the product moment correlation formula. Through hypothesis testing, there is a strong influence between price and Erigo customer satisfaction on Shopee e-commer

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Kurniawan, Ryan, Mariana Rachmawati, and Uce Karna Suganda. "THE ROLE OF E-SERVICE QUALITY, CUSTOMER SATISFACTION, AND EXPERIENCE IN REPURCHASE INTENTION ON TRAVELOKA USERS IN BANDUNG." Multifinance 2, no. 3 (2025): 1–15. https://doi.org/10.61397/mfc.v2i3.346.

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This research is intended to find out how the role of consumer satisfaction mediates the effect of service quality and customer experience on repurchase intention. To identify the relationship between e-service quality and repurchase intention through customer satisfaction as a mediation, the relationship between customer experience and repurchase intention through customer satisfaction as a mediation, the relationship between customer satisfaction and repurchase intention, the relationship between customer experience and customer satisfaction, and the relationship between e-services. service

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A Ahmad Al-Hawari, Mohammad. "Does customer sociability matter? Differences in e-quality, e-satisfaction, and e-loyalty between introvert and extravert online banking users." Journal of Services Marketing 28, no. 7 (2014): 538–46. http://dx.doi.org/10.1108/jsm-02-2013-0036.

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Purpose – The purpose of this study is to investigate the relationships between e-quality, e-satisfaction and e-loyalty and test how these relationships vary across different levels of customer sociability in the UAE banking industry. Design/methodology/approach – The relative importance of customer sociability in the relationships between e-quality, e-satisfaction and e-loyalty was examined. A self-administered questionnaire was developed, and data were collected from a final sample of 245 bank customers. The study’s conceptual model and four hypotheses were tested using AMOS18. Findings – E-

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Lafta, Alaa Manea, Durgham Ibrahim Kadhim, and Sabeeh Nadhim Matrood. "The Impact of E-marketing on the Quality of Services Provided to the Customer in Light of the Competitive Advantage." Journal of Scientific Reports 5, no. 1 (2023): 78–87. http://dx.doi.org/10.58970/jsr.1028.

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The purpose of this study is to examine the impact of e-marketing on customer service quality. The research methodology involved a review of relevant literature and customers' perceptions of e-marketing practices. The findings indicate that e-marketing has a significant impact on customer service quality, with customers valuing quick and efficient communication through online channels. However, the research also identified limitations in the use of e-marketing, such as potential privacy concerns and the need for effective targeting. The practical implications of this study suggest that compani

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Mokha, Anupreet Kaur, and Pushpender Kumar. "Examining the Interconnections Between E-CRM, Customer Experience, Customer Satisfaction and Customer Loyalty." Journal of Electronic Commerce in Organizations 20, no. 1 (2022): 1–21. http://dx.doi.org/10.4018/jeco.292474.

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This study examines the impact of electronic customer relationship management (E-CRM) on customer loyalty through the mediating effects of customer experience and customer satisfaction in the context of the banking industry. Customer experience and customer satisfaction are considered to be pre-requisite tools for improving and enhancing long-lasting relationships with customers. The study has adopted Stimulus-Organism-Response (S-O-R) model as theoretical support to examine the relationships. To achieve the objectives, the data was gathered from 836 banks’ customers of India. The data was the

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C, Jothi Baskara Mohan, and Jegadeeshwari P. "Contemporary Issues and Futuristic Trends in Retail Banking Management." Shanlax International Journal of Management 6, S1 (2019): 83–89. https://doi.org/10.5281/zenodo.2567697.

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n the Arena of retail banking scenario, the customers’ expectations are boundless and they look for many factors like appropriateness and accuracy of accounting and reporting norms, speed of service, returns or yield on deposits, cost of processing, facilities, ambience of the environment, procedures and case of process, security aspects and relationship of the people. For fulfilling the ever-growing expectations of the customers, the role of Electronic Customer Relationship Management (ECRM) becomes very important. E-CRM, if implemented and integrated correctly, can help significantly i

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Bhattacharjya, Jyotirmoyee, Adrian Ellison, and Sonali Tripathi. "An exploration of logistics-related customer service provision on Twitter." International Journal of Physical Distribution & Logistics Management 46, no. 6/7 (2016): 659–80. http://dx.doi.org/10.1108/ijpdlm-01-2015-0007.

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Purpose – The success of e-retailers is intrinsically linked to the effectiveness of their logistics processes which, inevitably, involve third party service providers. As the most tangible representative of the e-retailers it is inevitable that customers expect the e-retailer to resolve delivery queries, including on social media platforms. The purpose of this paper is to investigate the effectiveness of e-retailers’ logistics-related customer service interactions on Twitter with a view towards identifying effective and ineffective social media customer service strategies. Design/methodology/

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