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Journal articles on the topic 'Online customer insight'

Author: Grafiati

Published: 3 June 2025

Last updated: 31 July 2025

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1

M.Meganathan and M.Magheswari. "Consumer Insight towards Electronic Shopping in Paramakudi Taluk of Ramanathapuram District in Tamil Nadu." Shanlax International Journal of Management 6, S1 (2018): 1–5. https://doi.org/10.5281/zenodo.1461245.

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In  the  last  few  decades  internet  has  revolutionized  the  lives  of  millions  of  users with its immense applications. With the growing proclivity and economic growth online shopping has increased drastically. The world of electronic commerce, also known as e-commerce, enables consumers to shop at online stores and pay for their purchases being contented at home. By just clicking a mouse, shoppers can buy any product online. Now a day, online shopping has become popular among people, they  have  become  tec

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Haddadi, Mehran, and Vera A. Rebiazina. "Customer satisfaction factors in online retail: Online review analysis." Vestnik of Saint Petersburg University. Management 22, no. 1 (2023): 3–22. http://dx.doi.org/10.21638/11701/spbu08.2023.101.

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This paper aims to analyze online customers’ reviews and gain insight into customer satisfaction factors drawn from a big user-generated content of US online retailers. This user-generated content has become more insightful, especially in the CO VID-19 era as the result of a rapid increase in online shopping. This study uses a big textual data of 5 340 786 online reviews which was collected from the platform bizratesurvey.com. The study focuses on individual customers’ reviews of 839 US online retailers. Word frequency analysis and latent dirichlet allocation methods were used to process the d

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Medenica Mitrović, Dijana, and Milica Raičević. "Concept of Online Customers Experience in Digital Banking." Mednarodno inovativno poslovanje = Journal of Innovative Business and Management 12, no. 2 (2020): 79–86. http://dx.doi.org/10.32015/jibm.2020.12.2.8.79-86.

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Banking operations are increasingly moving from traditional to digital. Special attention of the paper is drawn to the concept of online customer experience. Montenegrin banking sector and customers are not lagging behind the world trends, so the focus of the practical part of research is, through a specially designed questionnaire, online customer experiences, in the opinion of the customers of the bank is ready to provide excellence in the online environment. The aim of this paper is to gain insight into the basic concepts of online customer experiences, which models are used, what are the c

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Luo, Nuan, Yu Wang, Chunhua Jin, Yuan Ni, and Mingli Zhang. "Effects of socialization interactions on customer engagement in online travel communities." Internet Research 29, no. 6 (2019): 1509–25. http://dx.doi.org/10.1108/intr-08-2018-0354.

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Purpose Travel companies are increasingly hosting online communities to extend their initiatives of customer relationship management and gain additional insight into their business. While the benefits to companies from hosting online communities are clear, another closely related issue has not been given comparative attention: Why do customers engage voluntarily in online travel communities? The purpose of this paper is to answer the question by developing and testing a conceptual model that exploring the influence of socialization interactions on customer engagement with the community. Design

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Satria, Muhammad Hanif, Reza Christian Saragi, Tegar Putra Adi Perdana, and Dani F. Brilianti. "Community Satisfaction with Online Transportation in Tegal." Journal of Scientific Research, Education, and Technology (JSRET) 3, no. 4 (2024): 1622–33. https://doi.org/10.58526/jsret.v3i4.551.

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This research aims to increase the level of online transportation customer satisfaction in Tegal, a large city in Indonesia. To achieve this, this research investigates the factors that influence online transportation customer satisfaction. This research uses mixed methods with interview and questionnaire data collection techniques. Valid data test results and research findings show that overall, online transportation users from the people of Tegal City are happy with the services they receive. The things that make customers happy are service quality, service accessibility and availability, an

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Bhootra, Pragya. "Unveiling Key Drivers of Customer Satisfaction in Women’s Clothing: A Topic Modeling Analysis of Online Reviews." International Journal of Engineering and Information Management 1, no. 2 (2025): 1–18. https://doi.org/10.52756/ijeim.2025.v01.i02.001.

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This study explores customer reviews of women’s clothing to find out the factors influencing customer satisfaction using STM. The model provides a deep-level insight which can be used at the industry level. By analyzing textual data, we identified key themes such as fit, comfort, material quality, and design preferences, which significantly influence consumer perceptions and buying decisions. The STM model was trained with five topics, and insights were drawn by analyzing the most probable words, FREX terms, and lift scores for each topic. Visualizations, including coherence scores and topic p

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Choi, Chung, and Young. "Sustainable Online Shopping Logistics for Customer Satisfaction and Repeat Purchasing Behavior: Evidence from China." Sustainability 11, no. 20 (2019): 5626. http://dx.doi.org/10.3390/su11205626.

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This study examines the impact of the quality of online shopping logistics services on customer satisfaction and in driving subsequent repeat purchasing behavior. Five hypotheses are established to represent the relationships between customer satisfaction and each factor of logistics services: quality of information, quality of order, quality of delivery, price of delivery, and customer service. The research includes surveys conducted over two months from 1 December, 2016, to 31 January, 2017, targeting mostly young Chinese customers with experience purchasing products online, thus representin

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Raghuram, R., and Janakiraman Moorthy. "AUTOMATE EMPATHY: FIVE STEPS TO TURN ONLINE CUSTOMER RAGE INTO RAVE." Management Practice Insights 1, no. 2 (2023): 46–51. http://dx.doi.org/10.59571/mpi.v1i2.5.

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Problem of practice: The customer rage survey 2023 reports 74% of customers experienced problems with products or services last year, more than double of the figure in 1976.1 Even more alarming is the statistic that 63% of customers who experienced a product failure reported feeling rage, which leads to an increase in aggressive behavior during problem resolution. Dissatisfied customers are not silent sufferers – 79% make an effort to voice their complaints. The impact of vocal customer dissatisfaction has only multiplied, thanks to the deep penetration of smartphones and social media platform

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M, Likhitha. "Customer Satisfaction: An Insight Towards E-Commerce." International Journal for Research in Applied Science and Engineering Technology 10, no. 9 (2022): 695–98. http://dx.doi.org/10.22214/ijraset.2022.46711.

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Today the world is becoming digital in every part. The internet-services are charming with ‘popularity’ (fame) and the vital facet for the communication growth technologies are creating (making) a very fast improvement. Every year National Technology Day is celebrated on May 11 and this year theme is 'An Integrated Approach to Science and Technology for a Sustainable Future'. As Technology is substituting the phase of traditional methods of buying and selling in terms of online ecommerce. Now-a-days folks choose to purchase or shop the products (goods) by just 1 click (one single click), by vi

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Jain, Dr Rajesh. "Customer Satisfaction towards Online Shopping with reference to Ujjain City." INTERANTIONAL JOURNAL OF SCIENTIFIC RESEARCH IN ENGINEERING AND MANAGEMENT 08, no. 05 (2024): 1–5. http://dx.doi.org/10.55041/ijsrem33294.

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A fundamental understanding of factors causing customer satisfaction in online shopping has gained greater prominence with companies replacing their traditional retail outlets with the online interface. Online retailing helps retailers to serve their customers quickly and more efficiently by delivering superior customer value. It is in this regard a fundamental understanding of factors causing customer satisfaction in online shopping has attained greater prominence. The paper aims to apply the modified SERVQUAL model in the context of online shopping to describe how customers perceive online s

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Alamsyah, Sal Sabila, Syahnur Aida Alifia, and Ahmad Nuh. "The Effect of Delivery Services and Service Quality on Consumer Trust in Tiktok Online Stores." INTERDISIPLIN: Journal of Qualitative and Quantitative Research 1, no. 4 (2024): 230–38. http://dx.doi.org/10.61166/interdisiplin.v1i4.22.

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Online stores have become one of the most important aspects in the world of e-commerce, with increasing attention to factors that affect customer confidence in online transactions. The study aims to investigate the impact of service quality and customer satisfaction on customer confidence in the TikTok online store. The method used involves the use of online surveys using data filling forms (Google Forms) to users of the online shop. The data collected is analyzed using regression analysis to evaluate the relationship between independent variables (service quality and client satisfaction) and

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Ho, Shirie Pui Shan, and Matthew Yau Choi Chow. "How Does Customer Personality Shape Customer-Employee and Customer-Firm Interactions?" Archives of Business Research 10, no. 5 (2022): 18–38. http://dx.doi.org/10.14738/abr.105.12303.

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In recent decades, the banking industry has undergone several changes implying the need for banks to differentiate themselves This research examines the effect of the Big Five on relationship quality and customer loyalty on both employee and firm levels in retail banks. A total of 210 online surveys were collected via the convenient sampling method. The findings showed that openness to experience, extroversion and neuroticism influence relationship quality on both levels. Conscientiousness affects relationship quality at the bank level while agreeableness affects relationship quality at the cu

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Sikdar, Pallab, and Munish Makkad. "Online banking adoption." International Journal of Bank Marketing 33, no. 6 (2015): 760–85. http://dx.doi.org/10.1108/ijbm-11-2014-0161.

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Purpose – The study considers a five-factor model toward online banking adoption in the context of banking customers in India and validates the proposed model. In addition, the authors consider the impact of validated factors on overall satisfaction of customers. Design/methodology/approach – A five-factor online banking adoption model has been tested for reliability and validity by confirmatory factor analysis. For determining contribution of factors toward overall satisfaction level of banking customers structural equation modeling has been adopted. Four explanatory variables have been used

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Deszczyński, Bartosz. "Word-Of-Mouth in Social Media. The Case of Polish Tourist Industry." International Journal of Management and Economics 53, no. 4 (2017): 93–114. http://dx.doi.org/10.1515/ijme-2017-0028.

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AbstractThe core objective of this paper is to determine the level of online dialogue in social media between the tourist industry leaders and their customers. This study applies sequential explanatory industry-representative comparison with statistical and qualitative analysis of online word-of-mouth communication. Its main finding is that even if online marketing is a hot topic, online channels seem to be neglected by the companies failing to provide real-time dialogue services. This results in the loss of customer attention and engagement and can be linked with overall corporate relationshi

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Rahman, Abdul, Ami Sukmawardani, and M. Nodia Arza Fahiran. "IMPLICATIONS OF USING GRAB FOOD APPLICATIONS ON CONSUMER SATISFACTION." JOURNAL OF HUMANITIES, SOCIAL SCIENCES AND BUSINESS (JHSSB) 1, no. 4 (2022): 1–6. http://dx.doi.org/10.55047/jhssb.v1i4.218.

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The emergence and explosion of the internet in this technological era has provided an online business platform for services and products. One of them is the food delivery industry. Online food delivery is a service that allows customers to purchase food from a website or mobile app and have it delivered to their home. This study aims to determine and explain the effect of purchasing experience on customer trust and customer satisfaction with Grab Food customers. The choice of location for this research considers that customers who usually buy food using Grab Food are customers whose market seg

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Jami Pour, Mona, Khadije Rafiei, Monireh Khani, and Atena Sabrirazm. "Gamification and customer experience: the mediating role of brand engagement in online grocery retailing." Nankai Business Review International 12, no. 3 (2021): 340–57. http://dx.doi.org/10.1108/nbri-07-2020-0041.

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Purpose In recent years, the concept of gamification is one of the fastest-growing trends in the field of marketing to persuade, motivate and manipulate customer behavior. The application of gamification has become a priority for marketers as a new way of exploiting customers. Despite the increasing use of gamification mechanisms in marketing activities, there remain limitations. Although there is extensive literature in the field of customer experience and gamification, few studies have empirically examined how gamification influences customer experience by considering the mediating role of b

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André, Tiago Silva, and Elizabeth Simão Carvalho. "Hotels Online Opinion Visualization." International Journal of Creative Interfaces and Computer Graphics 10, no. 1 (2019): 30–42. http://dx.doi.org/10.4018/ijcicg.2019010103.

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Nowadays there are several websites where a traveller can find information about hotels. These websites give an idea about the quality of the hotel in several aspects based on customer opinion. Although helpful, these websites do not offer visualizations in order to actually give a clear insight on available data. It does not really support travellers' decision because the information is generally showed as a text list, with or without some monochromatic symbol, not allowing any kind of interaction or taking into account relevant cognitive aspects. This article proposes a new visual interface

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Agung Maulana, Idrus Kurniawan, and Angga Riyansyah. "The Effect Of E-Commerce Trust, Site Loyalty, And E-Commerce Satisfaction On Purchasing Behavior." Jurnal Manajemen 27, no. 2 (2023): 362–80. http://dx.doi.org/10.24912/jm.v27i2.1329.

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As the digital world progresses, consumers become more confident in the social environment influencing their purchase decisions. Additionally, there are new possibilities for entrepreneurs to use social commerce to boost sales. While Trust has been investigated, most studies have focused on digital trusts, such as the reliability of user evaluations. There are several factors to consider while examining consumer behavior and gaining insight into customer decision-making. The project's ultimate goal is to provide a trustworthy and dependable framework for online business. The outcomes of this s

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Hernando, Hendrick, and Wely Hadi Gunawan. "Loyalty among online food delivery customers: Extended scale of e-service quality." Jurnal Manajemen Maranatha 20, no. 2 (2021): 167–74. http://dx.doi.org/10.28932/jmm.v20i2.3507.

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Considering the contradictory finding regarding e-service quality influence toward customer loyalty in the context of online food delivery (OFD) service, we evaluate e-service quality measurement by adding an extended indicator. Our study aims to validate payment flexibility as an extended indicator and examine e-service quality influence on customer loyalty. Data were collected through an online questionnaire involving 100 OFD customers in West Java (Indonesia). The Partial Least Square (PLS-SEM) technique was used to analyze data from that answered questionnaire. Interestingly, our findings

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Kurnia Novalita Rahmawati and Sukaris. "Pengaruh Online Customer Review, Customer Experience, dan Trust Terhadap Keputusan Beli Ulang." Jurnal Ekobistek 13, no. 4 (2024): 205–11. https://doi.org/10.35134/ekobistek.v13i4.856.

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This study aims to analyze the Influence of Online Customer Review, Customer Experience , and Online Trust on Repurchase Decisions Through the Shopee Marketplace. This study was conducted using a quantitative method by distributing questionnaires online to 140 Shopee marketplace users. The technique used to distribute the questionnaire in this study was using the random sampling technique. The data obtained were analyzed using several tests, namely validity tests, reliability tests, classical assumption tests, multiple regression analysis, and hypothesis tests. The results of the study showed

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Bhattacharjee,, Abhishek. "An Analysis of the Connection Between Interest Levels and Demographic Variables Among Internet Banking Customers." INTERANTIONAL JOURNAL OF SCIENTIFIC RESEARCH IN ENGINEERING AND MANAGEMENT 08, no. 05 (2024): 1–5. http://dx.doi.org/10.55041/ijsrem35048.

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As internet banking continues to transform the banking industry, understanding the factors that influence customers' interest levels is essential for banks aiming to improve their online services and boost customer satisfaction. This study explores the connection between customers' interest levels in internet banking and demographic variables, including age, gender, income, and education level. A mixed-method approach, utilizing both quantitative surveys and qualitative interviews, was used to collect data from a diverse group of internet banking customers. The statistical analysis revealed si

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Muchardie, Brian Garda, Annetta Gunawan, and Putra Pratama. "Omnichannel Shopping Intention in Indonesian Online-to- Offline Grocery Retailers." E3S Web of Conferences 426 (2023): 02023. http://dx.doi.org/10.1051/e3sconf/202342602023.

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With the change in shopping trends, grocery retailers, which were previously present in offline channels, began to expand by also presenting online channels for their customers, resulting in the emergence of the online-to-offline (O2O) phenomenon for groceries retail that applies the omnichannel concept in order to create an omnichannel customer experience and resulting in omnichannel shopping intention through perceived compatibility and perceived risk. This research was conducted on 251 respondents through an online questionnaire using purposive sampling, and the research data was analysed u

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Zahra, Denada Fatimah, and Carkiman Carkiman. "PENGALAMAN PELANGGAN MEMBELI TIKET KONSER COLDPLAY: MENAMBANG ULASAN ONLINE BERDASARKAN PEMODELAN TOPIK DAN ANALISIS SENTIMEN." Journal of Information System, Applied, Management, Accounting and Research 8, no. 2 (2024): 243. http://dx.doi.org/10.52362/jisamar.v8i2.1426.

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This study aims to analyze customer experience in buying tickets for the Coldplay Concert in Indonesia using sentiment analysis and topic modelling. Data is collected from online customer reviews about concert ticket purchases via social media platforms such as Twitter. The stages of the research include data collection, data labelling, data pre-processing, topic modelling using Latent Dirichlet Allocation (LDA), sentiment analysis, and interpretation of the results. The results of the sentiment analysis show that most reviews are positive, with customers expressing satisfaction with the ticke

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Bauerová, Radka, Halina Starzyczná, and Šárka Zapletalová. "WHO ARE ONLINE GROCERY SHOPPERS?" E+M Ekonomie a Management 26, no. 1 (2023): 186–205. http://dx.doi.org/10.15240/tul/001/2023-1-011.

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The acceleration of the digitalisation of grocery shopping is an important trend that shows that this way of sourcing groceries is increasingly accepted by customers. Uncovering, understanding, and describing the differences between online grocery shoppers is interesting from a scientific point of view and a practical one. Correctly targeting a specific customer segment increases the very effectiveness of marketing communication by spending the cost of communicating with those correctly targeted customers that are valuable to the company. Therefore, this paper explores the behaviour of custome

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Yang, Shuai, Yiping Song, Sixing Chen, and Xin Xia. "Why are customers loyal in sharing-economy services? A relational benefits perspective." Journal of Services Marketing 31, no. 1 (2017): 48–62. http://dx.doi.org/10.1108/jsm-01-2016-0042.

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Purpose This study aims to provide a taxonomy of relational benefits that drive customer loyalty in sharing-economy services, assess the relative strengths of these relational benefits in influencing customer loyalty and examine whether commitment mediates the influence of relational benefits on customer loyalty in this context. Design/methodology/approach Relational benefits of sharing-economy services were explored through a focus group interview, followed by an online survey completed by 440 respondents in China. Structural equation modeling was used to test the hypotheses. Findings This st

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Leema, A. Anny, Dr P. Balakrishnan, and N. Jothiaruna. "Harnessing the Power of Web Scraping and Machine Learning to Uncover Customer Empathy from Online Reviews." Indian Journal of Information Sources and Services 14, no. 3 (2024): 52–63. http://dx.doi.org/10.51983/ijiss-2024.14.3.08.

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In today's information-driven world, companies need to grasp customer sentiment and pinpoint key product features to make informed choices and improve customer satisfaction. The abundance of online customer feedback provides businesses with a rich source of information about customer perceptions and preferences. Yet manual analysis of large volumes of reviews is a tedious and resource-intensive task. It describes a web scraping application that sorts reviews into positive, negative, or neutral sentiments that businesses can use for insight. By assigning weights to reviews based on perceived im

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Darmanto, Tedjo, Cahya Maulana, Muhammad Esa Nurrahman, Linda Rahmatunisya, Priski Putra Maulana, and Muhammad Rizky Ramdhani. "Analysis of the Effect of Website Quality on Customer Satisfaction Using the Webqual 4.0 Method Case Study: Villa Merah Picture Tutoring." International Transactions on Electrical Engineering and Computer Science 3, no. 4 (2025): 192–99. https://doi.org/10.62760/iteecs.3.4.2024.99.

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This research aims to analyze the quality of the Villa Merah Picture Tutoring website on customer satisfaction using the Webqual 4.0 method. Using a quantitative approach, data was collected through a questionnaire distributed to users of the tutoring website. The Likert scale measures user perceptions of various aspects of website quality and customer satisfaction. Analysis was carried out to evaluate website quality based on the dimensions determined by the Webqual 4.0 method and to identify the relationship between website quality and customer satisfaction. It is hoped that the research res

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Nadlifatin, Reny, Alifio Rahmanqa, Mohammad Razif, and Satria Fadil Persada. "Consumer Insight During Covid-19: Understanding the Influence of Price Saving Benefits, Time Saving Benefits, and Food Safety Risk Perception To Consumer Intention On Online Food Delivery." Jurnal Manajemen Teknologi 22, no. 3 (2023): 218–28. http://dx.doi.org/10.12695/jmt.2023.22.3.1.

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Abstract. Technology has a significant impact on human existence, particularly in the phenomenon of online food delivery services. Every year, this makes online food shopping more appealing to the public. The study's goal is to compare consumers' willingness to use online meal delivery services during the Covid-19 pandemic to the new normal. The research methodology employed in the study was multivariate Structural Equation Modeling (SEM). Price savings benefits, time savings benefits, and food safety risk perceptions are all considered crucial and relevant in influencing customer intentions.

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LI, LOK CHING. "Technological Advancements and Consumer-Centric Transformation: The Evolution of Online Shopping Platforms." Highlights in Business, Economics and Management 23 (December 29, 2023): 706–11. http://dx.doi.org/10.54097/1b8d8v02.

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In today's rapidly evolving Internet era, online shopping platforms are increasingly adopting new technologies and innovative marketing strategies to optimize spending and increase profits. Integrating emerging advertising media has led to faster and more effective product promotion strategies, helping to spread products rapidly. However, using big data sometimes raises concerns about potential information leakage and privacy invasion, through which sellers can access customers' sensitive personal information. This study provides insight into how online shopping platforms utilize emerging tech

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Dheepalakshmi S and Geetha R. "Exploring the Effect of Marketing Factors on Customers’ Online Purchase Intention Using the Stimulus Organism Response (SOR) Framework." International Research Journal of Multidisciplinary Scope 05, no. 02 (2024): 334–44. http://dx.doi.org/10.47857/irjms.2024.v05i02.0481.

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Using the stimulus organism response (SOR) framework, we developed an experimental study and tested the impact of marketing factors such as website appearance, celebrity endorsement, and privacy/security (S) on customer satisfaction trust (O), and online purchase intention (R). The data were collected from online shoppers from India. This study utilized a purposive sampling technique. The Descriptive statistical analysis analysis through SPSS. The hypothesis testing through SMART PLS 3.0. The results revealed that all hypotheses were significant, except, for the variables customer satisfaction

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PHAN, Quyet Dinh, Linh Phuong NGUYEN, and Ha Thi Thu NGUYEN. "ONLINE REVIEWS CAN TELL US HOW THE EXPERIENCE OF THE GUEST WITH THE VIETNAMESE HOTEL." Geojournal of Tourism and Geosites 60, no. 2 supplement (2025): 1290–301. https://doi.org/10.30892/gtg.602spl25-1501.

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Online booking systems have transformed the travel industry by creating vast information platforms. These platforms enable customers to share their experiences, significantly influencing the destination choices of others. For hoteliers, this wealth of user-generated content is an invaluable resource, offering direct insight into the guest perspective. Consequently, analyzing this feedback has become essential for understanding and improving customer satisfaction. Although many studies have employed machine learning techniques to analyze sentiment in this data, these methods have overlooked the

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Ghani, Amanina Mat, Wan Nor Bayah Wan Kamarudin, Sulaiha Mohd Isa, Siti Aisah Abas, and Ameleya Muhammad Ghazali. "Understanding the Impact of Customer Perceived Value on Hotel Customers’ Satisfaction: A Systematic Literature Review." Information Management and Business Review 17, no. 1(I)S (2025): 1–10. https://doi.org/10.22610/imbr.v17i1(i)s.4420.

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In the rapidly growing and competitive hotel industry, customer satisfaction is vital for ensuring success, and one of the key factors influencing satisfaction is perceived value. This study investigates how customer perceived value (CPV) impacts customer satisfaction within the hotel industry. Recognizing the importance of CPV in crafting memorable interactions, this study adapts the PRISMA method (Preferred Reporting Items for Systematic Reviews and Meta-Analyses) to collect and analyze relevant articles through established online databases from 2014 to 2024. Approximately 20 qualifying stud

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Nasim, Bagheripour Salamat, and Pournasir Rudbaneh Maryam. "Customers' Emotions towards Digikala Online Retail Services during COVID Pandemic: A Twitter Dataset Based Analysis." International Journal of Management, Accounting and Economics 8, no. 9 (2022): 668–83. https://doi.org/10.5281/zenodo.5854892.

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The main purpose of this research is to identify the concerns of Digikala's online customers during Corona Crisis, which has been discussed and shared among Twitter users. This study collects hashtag-based tweets related to digital goods that cover the 2020 period. To analyze the tweets, text analytical methods such as thematic modeling, emotion analysis, and word clouds are used. In this way, the most important topics discussed on Twitter have been discovered, then customer dissatisfaction has been determined. Afterward, the obtained results were compared with previous in the field of onl

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Alnassar, Bilal, Ahmad Awadallah, Nabil Abudarwish, et al. "The Mediation Role of Social Customer Relationship Management (CRM) Performance Between E-CRM Antecedents and Customer Loyalty: A Study of Internet Users in Jordan." Salud, Ciencia y Tecnología 5 (March 10, 2025): 1477. https://doi.org/10.56294/saludcyt20251477.

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Introduction: Electronic Customer Relationship Management (e-CRM) refers to a business strategy that facilitates interaction with customers for enhanced customer satisfacción, customer loyalty of potential customers to the business website .Methods: Aim of this study was to clarify the impact of e-CRM Antecedents with its dimensions (enjoyment, usefulness and usability) on customer loyalty through social CRM was identified and social CRM performance with customer loyalty. The researcher’s development model based on underpinning model, method adopted to achieve the study objectives. the data co

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Nurfaizi, M. Iqbal, and Endy Gunanto Marsasi. "How Service Quality and Perceived Privacy Can Affect the Customer Satisfaction in Generations Y and Z?" Media Ekonomi dan Manajemen 40, no. 1 (2025): 165. https://doi.org/10.56444/mem.v40i1.5445.

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The impetus for this research is the suboptimal concept of service quality and perceived privacy toward customer satisfaction for online food delivery. This study seeks to ascertain the influence of service quality, perceived security, and privacy on enhancing customer satisfaction via SERVQUAL Theory. Data were collected by distributing questionnaires using the purposive sampling method to 190 generation Y and Z participants who used online food delivery. Data were analyzed using CB-SEM to test the relationship between latent variables through parameter estimation, hypothesis testing. The res

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Saeed, Saqib. "A Customer-Centric View of E-Commerce Security and Privacy." Applied Sciences 13, no. 2 (2023): 1020. http://dx.doi.org/10.3390/app13021020.

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Business organizations have huge potential to increase their customer base by offering e-commerce services, especially in the post-pandemic era. Ensuring secure e-commerce applications plays an important role in increasing customer base. To develop appropriate policies and secure technological infrastructures, business organizations first need to establish an understanding of the reservations of their customers toward e-commerce, as well as their perception of security and privacy of e-commerce applications. In this paper, we present the results of an empirical study of e-commerce customers co

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Nguyen, Ha Thi Thu, Hung Nguyen Manh, and Thoa Bui Thi Kim. "Classifying Different Levels of Customer Satisfaction With Vietnamese Hotel Services by Analyzing Customer Feedback." International Journal of Asian Business and Information Management 15, no. 1 (2024): 1–22. http://dx.doi.org/10.4018/ijabim.335855.

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The development of online booking systems has created information platforms for sharing customers when choosing a destination. Mining this information helps to understand the customer's experience and measure customer satisfaction with hotel services. Recent studies used this approach with machine learning or language models to mine the data generated by customers on the internet. However, this approach still has some limits when wanting to understand more customer insight. This article uses linguistics rules to measure customer satisfaction by combining aspects and polarity words. In the firs

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Peeroo, Swaleha, Martin Samy, and Brian Jones. "Facebook: a blessing or a curse for grocery stores?" International Journal of Retail & Distribution Management 45, no. 12 (2017): 1242–59. http://dx.doi.org/10.1108/ijrdm-12-2016-0234.

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Purpose Increasingly businesses are using Facebook to communicate and engage their customers. However, there is a dearth of research as to why and how customers interact with businesses on social media in the grocery sector. Therefore, the purpose of this paper is to explore the roles played by online brand communities and social customers in the creation as well as the destruction of value. Design/methodology/approach Netnography was adopted as an approach to gain insight into the various ways customers engage with grocery stores on their official Facebook pages. Messages posted on Tesco’s an

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Köstepen Özbek, Kübra Göksu, Seda Özcan, and Fatmanur Avar Çalışkan. "Customer complaints encountered in the online food retail during the COVID-19 intermittent curfew period." Turkish Journal of Marketing 6, no. 3 (2021): 223–38. http://dx.doi.org/10.30685/tujom.v6i3.129.

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Almost everything has changed fundamentally with the coronavirus (COVID-19) epidemic. The pandemic has adversely affected the retail industry and the global economy. After detecting COVID-19, customers’ shopping preferences have moved to popular platforms like online shopping websites. Meanwhile, due to inadequate distribution structures and decentralized supply chain networks of businesses, customers have experienced many failures in service encounters. This study employed a document review method to analyse customer complaints covering common logistic service failures in the food sector duri

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Kim, Byoungsoo, Yanxi Chen, and Daekil Kim. "The role of trust in streamers and live streaming commerce in predicting customer loyalty." Social Behavior and Personality: an international journal 53, no. 1 (2025): 1–10. https://doi.org/10.2224/sbp.13940.

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In recent years live streaming commerce (LSC) has become increasingly prevalent, increasing the importance of understanding the key antecedents of customer loyalty in this new marketplace. To examine how trust in streamers and LSC can enhance customer loyalty, we developed a research model focusing on usefulness, entertainment, and ease of use as the main antecedents of trust, and conducted an online survey of 290 customers of Chinese LSC platforms. The results showed that trust in streamers and trust in LSC were significant positive predictors of customer loyalty, and attractiveness, expertis

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Algifani, M. Gaza, Lady Faerrosa, and Baiq Dinna Widiyasti. "Moderating the Influence of Online Customer Reviews and Online Customer Ratings on Purchase Intention with Live Streaming." ALEXANDRIA (Journal of Economics, Business, & Entrepreneurship) 6, no. 1 (2025): 37–44. https://doi.org/10.29303/alexandria.v6i1.885.

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In the past year, the Lazada application has experienced a significant decline in the number of visitors and purchases, suspected to be caused by poor consumer experience that has reduced consumer purchase intentions on the Lazada application. Product reviews and ratings on the Lazada application are often questionable in their credibility, either because the review sources are unreliable or because there is a discrepancy between product ratings and product quality. This study aims to analyze the influence of online customer reviews and ratings on purchase intention and to see the moderation a

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Islam, Jamid Ul, Shadma Shahid, Aaleya Rasool, Zillur Rahman, Imran Khan, and Raouf Ahmad Rather. "Impact of website attributes on customer engagement in banking: a solicitation of stimulus-organism-response theory." International Journal of Bank Marketing 38, no. 6 (2020): 1279–303. http://dx.doi.org/10.1108/ijbm-12-2019-0460.

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PurposeThis paper aims to investigate how banking websites can activate customer engagement (CE) to consequently enhance customer trust and retention.Design/methodology/approachUsing an online survey, data were collected from 598 customers of various (public and private) banks in India. Structural equation modeling was used to analyze the data.FindingsResults reveal that the key website attributes viz. website interactivity, website aesthetics, customization, ease of use and telepresence positively affect CE. The results also delineate positive associations between CE, customer trust and custo

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Tangmanee, Chatpong, and Chayanin Rawsena. "Direct and Indirect Effects of Perceived Risk and Website Reputation on Purchase Intention." International Journal of Research in Business and Social Science (2147-4478) 5, no. 6 (2016): 1–11. http://dx.doi.org/10.20525/ijrbs.v5i6.539.

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Success in electronic commerce relies greatly on customer trust. While other studies have examined various factors affecting online customer trust, few have investigated the joint effects of perceived risk and website reputation on purchase intention using online trust as a mediator. The current study attempts to fill this gap. 300 online shoppers participated via web-based questionnaires using a quota sampling technique. Based on confirmatory factor analysis (CFA), our measurements were found to be valid and reliable. Using structural equation modeling (SEM), we confirmed significant direct e

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Budhi Danurdara, Ananta, and Anwari Masatif. "Assessing the customer experience quality and customer loyalty: The mediating role of customer satisfaction." Innovative Marketing 21, no. 2 (2025): 248–59. https://doi.org/10.21511/im.21(2).2025.20.

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Customer loyalty must be maintained and improved by the firm, including the hospitality sector. Customers determine the sustainability and the firm success. The research aims to examine the mediating role of customer satisfaction in the relationship between customer experience quality and customer loyalty in the Indonesian hospitality industry. Customer satisfaction is the variable that will be assessed as an intervening variable. The research method uses a quantitative approach. Respondents in this study were customers who had ever stayed at hotels, both 1, 2, 3, 4, 5 star hotels and non-star

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Mclean-Arthur, James Desmond, and Dr Kunjal Sinha. "Analyzing The Impact Of Social Media On Consumer Behaviour In Ghana’s Online Shopping Market." International Journal of Environmental Sciences 11, no. 9s (2025): 1170–86. https://doi.org/10.64252/vt3k9z90.

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This study looks at how social media and new technology usage shape consumer buying behaviour in Ghana’s online fashion market. We gathered insights from 551 respondents using structured questionnaires shared through WhatsApp, Facebook, and email. The research focused on key aspects like social media interactions, purchasing behaviour, product recommendations, payment preferences, trust in online sellers, and customer satisfaction. The results revealed that social media plays a major role in inducing buying decisions, but its influence is not the same across all product types. Some communicati

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Han, Min, Jiacong Wu, Yu Wang, and Mingying Hong. "A Model and Empirical Study on the User’s Continuance Intention in Online China Brand Communities Based on Customer-Perceived Benefits." Journal of Open Innovation: Technology, Market, and Complexity 4, no. 4 (2018): 46. http://dx.doi.org/10.3390/joitmc4040046.

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Many Chinese companies have recently joined a trend to build their own online brand community, which is good for their corporate strategy and even for innovation, but with a high failure rate due to the low continuance intentions of users. In addition, related research is rare, especially for studies on the relationships between customer-perceived benefits, satisfaction, and the continuance intention of users. The objective of this study was to examine the existing relationships between three constructs: customer-perceived benefits, satisfaction, and user’s continuance intention, in the contex

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Ruiz-Molina, Maria Eugenia, Miguel-Ángel Gómez-Borja, and Alejandro Mollá-Descals. "Can offline–online congruence explain online loyalty in electronic commerce?" International Journal of Retail & Distribution Management 49, no. 9 (2021): 1271–94. http://dx.doi.org/10.1108/ijrdm-02-2020-0060.

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PurposeOne key issue to be addressed in multichannel retailing strategies has to do with ensuring the consistency of the retailer offerings between the brick-and-mortar and the online stores to offer their customers a seamless experience. This study assesses whether perceived congruence may be relevant to identify segments of heterogeneous based on their online loyalty levels as well as other constructs and variables related to the customer relationship with the retailer for two different product categories.Design/methodology/approachFrom the responses of apparel and electronics multichannel s

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Edén, Anniki Skeidsvoll, Pernilla Sandlund, Montathar Faraon, and Kari Rönkkö. "VoiceBack: Design of Artificial Intelligence-Driven Voice-Based Feedback System for Customer-Agency Communication in Online Travel Services." Information 15, no. 8 (2024): 468. http://dx.doi.org/10.3390/info15080468.

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Online travel booking has become increasingly popular; however, most travel websites do not yet offer voice interaction. This study introduces VoiceBack, an artificial intelligence (AI)-driven voice-based feedback system conceptualized to support both customers and online travel agencies during the booking process. It proposes a theoretically and empirically underpinned design concept that involves a voice user interface (VUI) for customer feedback. This feedback, collected by an AI agent, is analyzed and converted into actionable statistics, which are then presented to online travel agencies

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Hendrayati, Heny, Askolani Askolani, Mochamad Achyarsyah, Ceppy Trian Sudrajat, and Rahmy Karimah Syahidah. "E-Service Quality and Price to Build Online Transportation Loyalty in Indonesia." GATR Journal of Management and Marketing Review 5, no. 1 (2020): 16–30. http://dx.doi.org/10.35609/jmmr.2020.5.1(2).

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Objective - The development of the online transportation industry has led to increasing competition. In Indonesia, Gojek and Grab are competitors in their industry. Each company strives to maintain the loyalty and satisfaction of its customers by setting up procedures such as e-service quality programs and pricing policies. Under these programs, consumers have different levels of satisfaction and loyalty for each type of online vehicle. This study aims to measure the influence of e-service quality and price to build loyalty through customer satisfaction Gojek and Grab. Methodology/Technique -

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Emmanuel P. Paulino, Paulo Noel A. Mazo, Lou-Rena S. Boquila, Djhoana M. Rington, Chona O. Bautista, and Michael F. Gibaga. "From Engagement to Retention: An Exploratory Sequential Approach to Social CRM and Social Media Marketing for Facebook Sellers." Journal of Business and Management Studies 7, no. 1 (2025): 246–58. https://doi.org/10.32996/jbms.2025.7.1.19.

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This exploratory research delves into the marketing strategies that Facebook online sellers employ, stressing their importance in increasing sales, engaging customers, and building customer loyalty. A mixed-method exploratory sequential design in varying sequences included qualitative interviews with sellers in Metro Manila followed by structured surveys to allow for a more sweeping quantitative understanding. Content and factor analyses indicated two realms of effective strategies: CRM Engagement and Social Media Marketing. This study adds to the theoretical understanding of Social CRM by lin

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