490,303 research outputs found

    E-Service Quality and E-Wom Regarding Consumer Behavior Based on Maqashid Asy-Shariah

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    The E-commerce usage service quality index is the lowest among other parameters. The purpose of the study investigates the effect of e-Service Quality and e-WOM on consumer behavior using the maqasid ash-shariah approach. This research uses quantitative methods with an associative statistical approach. The results showed that e-service quality and e-WOM have a positive influence on consumer behavior. This means that when the e-service quality and Electronic Word of Mouth variables increase, so does the consumer behavior variable to make purchases in e-commerce transactions. The novelty of this research is the development of marketing management theory from the perspective of Islamic Economics in the digital era. Theoretical implications show that choosing the right e-service quality and e-WOM results in a positive response to the service quality of e-commerce users. From the perspective of Islamic Economics, the values of maqashid asy-syari'ah can influence the goal of achieving human welfare. So that all needs for goods/services have a benefit for human needs, be it dharuriyah, hajiyah and taxiniyah. The results of this research can be used as input for the Government to improve Electronic System Operator (PSE) services. So that later e-commerce can provide even better services.

    Online Repurchase On E-Commerce Transaction Through Customer Trust And E-service Quality

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    The increasing competition in the e-commerce industry and the emergence of the social commerce trend in the era of society 5.0, requires high attention to understanding the market from a consumer perspective. The purpose of this study was to find out and analyze how the influence of consumer trust and electronic service quality has on online repurchasing in e-Commerce. The survey research method uses a questionnaire in the form of closed questions with 5 possible answers on a Likert scale. The research sample was purposive non-random sampling from 55 respondents consisting of e-commerce consumers who had made repeated online purchases at least twice among 5 e-commerce sites, namely Shopee, Tokopedia, Bukalapak, Lazada and BlilBli. Analysis technique includes validity, reliability and classic assumption tests. Furthermore, correlation test, coefficient of determination and multiple regression, as well as t-test and F-test. The results show that partially consumer trust has a positive and significant effect on repurchase in E-Commerce, as well as partially the quality of electronic services has a positive and significant effect on purchases reset in E-Commerce. Simultaneously consumer trust and electronic service quality have a positive and significant effect on repurchase in e-Commerce

    Service quality in multichannel fashion retailing:an exploratory study

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    Purpose Consumer purchasing behaviour has changed substantially in the light of recent developments in E-commerce. So-called ‘multichannel customers’ tend to switch retail channels during the purchasing process. In order to address changing consumer behaviour, multichannel fashion retailing companies must continue to learn how to provide excellent service to such customers. The overall aim of this paper, therefore, is to contribute to the interpretation of multichannel service quality by explaining it from the perspective of the so-called ‘multichannel customers’. Design/Methodology/Approach Drawing on social influence theory, this paper aims to investigate these issues from the perspective of multichannel customers. In contrast with dualist and objectivist studies this paper uses a constructivist epistemology and ethnographic methodology. Such an approach is associated with an interpretivist ontological worldview, which postulates the existence of ‘multiple realities’. The sample size for this research consisted of 34 in-depth interviews and two focus groups comprising ten focus group participants. Findings The data analysis fundamentally found that multichannel customers tended to continually adjust choices regarding retailer and retail channel when making purchases. The perspective of this paper is different from mainstream positivist service quality research which sees service quality as static, objectively measurable and dualistic. As an alternative, this paper acknowledges service quality as a dynamic, subjective and pluralistic phenomenon. Originality/Value This paper contributes to the interpretation of multichannel service quality with a new concept that explains the phenomenon from the perspective of customers and thus considers it necessary for multichannel retailers to adopt strategies relating to customers’ changing behaviour

    La calidad percibida y sus dimensiones. Especial referencia a la sanidad pública

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    La perspectiva del paciente debe incorporarse en el diseño y evaluación de los procesos asistenciales para determinar el nivel de excelencia alcanzado. La presente investigación analiza la calidad del servicio sanitario público en Málaga desde la perspectiva del cliente, mediante una adaptación de los modelos SERVQUAL y SERVPERF e identifica las dimensiones que conforman la calidad de dicho servicio a través de un análisis factorial.Patient point of view should be consider as essential to determine perceived quality in the design and evaluation of healthcare processes. The present research analyses the quality of the public health service in Malaga (Spain) from the perspective of the consumer, based on an adaptation from models SERVQUAL and SERVPERF. It also identifies the dimensions making up the quality of that service by running a factor analysis

    The influence of e-service quality on customer perceived value, customer satisfaction and loyalty in south africa

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    While researches on online shopping behaviour have been steadily increasing, they seem to be a paucity of studies that investigate the importance of E-service quality; customer perceived value and customer satisfaction that result in customer loyalty in online shopping perspective. The present research is an attempt to fill this gap by examining the relative influence of three antecedents of customer loyalty — e-service quality, customer satisfaction, and customer perceived value on consumer online shopping behaviour, using a sample of consumers in Gauteng Province of South Africa. The central argument of this paper is that online shopping behavior can be understood from the strength of loyalty outcomes. Six hypotheses are posited and in order to empirically test these hypotheses, a sample data set of 150 was used. Three hypotheses were supported while three (H1,H2 and H5) was rejected. Drawing from the study findings, this study provide tentative empirical support that online shopping behaviour can be influenced by e-service quality, customer satisfaction, loyalty and perceived value outcomes in Africa - a context that is often less researched on.KIM201

    Consumer behavior in e-tourism services: a case of Taiwan

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    The purpose – The prompt and efficient changes in technology during the past few decades have affected tourism industry. With new emerging technologies (internet) the method of doing business has changed; which makes it a very important factor to understand the consumer behavior and perception in order to recognize, captivate, and retain the customers in the internet based travelling industry. This paper examines the determinants which influence the consumer behavior of the potential customers to use e-tourism services and to show their interrelationship in the perspective of Taiwan. Design/Methodology – Empirical research is been used to determine the findings of this research. A questionnaire was designed based on the past studies related to the variables of the study. The questionnaire consisted of four sections each consisting of four to five statements. The demographic section was also included. A total of 402 completed questionnaires were taken into consideration. Findings – The result of this study shows that determinants considered in this study; generation of stimulus, information search and service quality have a major impact over the loyalty of the consumer which determines the consumer behavior towards the e-tourism services for travel planning purposes. Originality of the research – This is the first kind of research done over consumer behavior of youth specifically in e-tourism industry in Taiwan’s perspective and secondly as the data is collected directly from Taiwan’s youth and is empirically evaluated so we believe its results will help the organizations for making the e-tourism industry more consumer oriented in case of Taiwan

    Critical review of the e-loyalty literature: a purchase-centred framework

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    Over the last few years, the concept of online loyalty has been examined extensively in the literature, and it remains a topic of constant inquiry for both academics and marketing managers. The tremendous development of the Internet for both marketing and e-commerce settings, in conjunction with the growing desire of consumers to purchase online, has promoted two main outcomes: (a) increasing numbers of Business-to-Customer companies running businesses online and (b) the development of a variety of different e-loyalty research models. However, current research lacks a systematic review of the literature that provides a general conceptual framework on e-loyalty, which would help managers to understand their customers better, to take advantage of industry-related factors, and to improve their service quality. The present study is an attempt to critically synthesize results from multiple empirical studies on e-loyalty. Our findings illustrate that 62 instruments for measuring e-loyalty are currently in use, influenced predominantly by Zeithaml et al. (J Marketing. 1996;60(2):31-46) and Oliver (1997; Satisfaction: a behavioral perspective on the consumer. New York: McGraw Hill). Additionally, we propose a new general conceptual framework, which leads to antecedents dividing e-loyalty on the basis of the action of purchase into pre-purchase, during-purchase and after-purchase factors. To conclude, a number of managerial implementations are suggested in order to help marketing managers increase their customers’ e-loyalty by making crucial changes in each purchase stage

    Minding the competition: the drivers for multichannel service quality in fashion retailing.

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    Purpose: Consumer purchasing behaviour has changed substantially in the light of recent developments in E-Commerce. So-called ‘multichannel customers’ tend to switch retail channels during the purchasing process. In order to address changing consumer behaviours, multichannel fashion retailing companies must continue to learn how to provide excellent service to such customers. Drawing on expectation confirmation theory, this paper aims to investigate the drivers for service quality from the perspective of multichannel fashion customers. Design/methodology: This paper approaches the topic of multichannel service quality by adopting a social constructionist research paradigm, utilising an abductive approach and an embedded case study research strategy. It aims to explore the lived experiences and perspectives of individuals in the context of an evolving complex and multidimensional phenomenon. The paper seeks information-rich cases and therefore views service quality through the eyes of experienced German multichannel customers. A customer perspective helps to explain the phenomenon of multichannel service quality and helps to disclose the meaning that these customers give to it. The sample size for this research consisted of 18 in-depth interviews and two focus groups including ten focus group participants. As such, a process of methodological triangulation was followed. Findings: Integration quality is identified as the essence of competitive advantage for multichannel retailers. The paper conceptualises integration quality as a catalyst, which plays a supporting role in reinforcing the reactions of the physical and electronic service quality in order to provide an optimised service quality experience. Originality/value: This paper looks at retailer/customer interactions in the context of purchases of a fashion product at a retailer using different retail channels. It highlights the distinctive requirements of multiple-channel systems within which the focus should not only be to enhance and improve physical and/or electronic service quality, but must also be about the integration of the service offers of each channel. The paper contributes to the interpretation of multichannel service quality with a new concept that explains the phenomenon from the perspective of customers

    Essays in platform economics

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    In this thesis we present three papers which investigate informative content generated by consumers, aiming to improve the usefulness for matching high quality products at lower prices. Following a general perspective, we explore platform product listing, searchable through a decision making mechanism. In a more specialized perspective, we take into account a dropping price modality service, differentiating the consumer benefit in the case of high or low quality product matching. Chapter 1 Product quality on platform markets. Abstract Many studies have questioned the meaning of \u201cproduct quality\u201d, hanging between a characteristic interpretation of a product for improving consumer satisfaction, and scientific approach to measure its benefits. Starting from the historical quality setting as mirror image of the price, we investigate the adoption of new signals, developed over the years to adjust the original relationship. Recently, bootstrapping by emperor of e-commerce platforms, the rating system has emerged as a reference contribute for product quality informativeness. We study this tendency, to show its failure in the presence of low price market and new brands. For this purpose, we collect User Generated Contents from a well-known online retailing platform. We capture and distill meaningful features in order to adjust the rating assigned by reviewers, and propose a novel quality formula able to increase the accuracy of the information provided to the consumer. We suggest that our formula better captures product quality, and, when adopted by a platform for sorting the products, it increases the products variety and, consequently the satisfaction of the consumer. Our proposal suggests a way to facilitate the consumer search (as we will show in the second chapter). Moreover, it can be used as a measure of market efficiency in the case of voluntary opacity of the platform in exposing product quality signals.Chapter 2 Optimizing Product Quality in Online Search Abstract Exploiting an original definition of product quality, based on the information we can get from the User Generated Content, and driven by a statistical learning algorithm, we propose a new ordering mechanism for product search on platforms. This product quality formula is imported in a decision making mechanism which adopts an optimal Stopping Rule, in order to set the optimal time to terminate the search process and choose a good to purchase. We show how the consumer can benefit from the implementation of such a mechanism, demonstrating an improvement in terms of consumer utility at different levels of price, with respect to other sorting traditionally adopted by platforms. We propose a utility function fitted to a Gumbel distribution, and we demonstrate a stochastic dominance of our model. Experimental evidences on the camera market category put in relevance the efficiency of our quality index for ranking the effective quality compared to the more traditional rating system. This is particularly true for the low-price accessory market segment of products, in which we show higher utility dominance and slightly higher elasticity of demand.Chapter 3 Price Matching and Platform Pricing Abstract In this study we investigate the effects of Price Matching Guarantees (PMG) commercial policies on U.S. online consumer electronics daily prices. By applying a Diff-in-Diff identification strategy we find evidence in favor of price reductions occurring after the PMG policy is repealed. We further investigate if such effect is heterogeneous according to products characteristics, by exploiting User Generated Contents (products popularity and quality) and online search visibility measures (Google Search Rank). Estimates suggest that for high quality (visibility) products PMG policies harms competition by keeping prices high, while for low quality (visibility) products, prices decrease during the policy validity period
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