An Empirical Study of Multi-dimensional Trust and Eloyalty in E-commerce in China

As online shopping is becoming more and more popular in recent years, many studies have been conducted to explore the key issues involved in online shopping such as trust problems and strategies to retain customers. This study examined the importance of multi-dimensional trust to e-loyalty, the interrelationships among different dimensions of trust, and the antecedents of different dimensions of trust. A research model was developed with several hypotheses which were proposed for empirical examination. A total of 403 responses from the biggest E-marketplace in China were analysed to test the proposed model and its hypotheses using Partial Least Square (PLS). The empirical results showed that all trust dimensions had great impacts on e-loyalty and relationships existed in different dimensions of trust. This finding implied that practitioners should focus on developing an appropriate online strategy in terms of how to build up trust-based relationships with online customers

Surfing or flowing? How to retain e-customers on the internet

Purpose - Social commerce websites entail a completely new scenario for retaining e-customers due to the richness of their social interactions. Nowadays, users can interact with companies and with other users; hence, it is considered important to study how social stimuli affect users. Drawing on the Stimulus Organism Response framework and Flow Theory, this paper aims to propose that the social stimulus (sPassion) has a positive effect on the organism (state of flow) causing positive responses from users (flow consciousness, trust and eLoyalty). Design/methodology/approach - The data were collected through an online survey. The sample consists of 771 users of social commerce websites, of which 51 per cent are male and 49 per cent female, aged between 16 and 80 years. The structural equation model statistical software EQS 6 was used to test the model. Findings - The empirical results confirm that passionate users are prone to experience state of flow, and, as a consequence, they are conscious of this optimal experience, resulting in an increase in trust. Originality/value - The originality of this research stems from analysing how users’ passion on social commerce creates an optimal experience that boost customers’ retention

ANALYSIS OF THE EFFECT OF TRUST, PRIVACY, AND EFFICIENCY ON E-SATISFACTION IN FORMING E-LOYALTY IN TOKOPEDIA CUSTOMERS IN SURABAYA

This study aims to analyze the effect of Trust, Privacy dan Efficiency; and lastly, the effect of Customer Satisfaction on loyalty consumer of Tokopedia in Surabaya. The sample used in this study are Tokopedia consumer, domicile in Surabaya, having the Tokopedia application, knowing Tokopedia's privacy information, making repeated purchases on Tokopedia in the past 1 (one) year This study used 165 respondents and SPSS 22.0 to process the data. This model was developed in order to conduct research on E-Loyalty conducted on the online shopping site Tokopedia in Surabaya. This research model is formed from the relationship between Trust, Privacy, Efficiency and E-Satisfaction. Based on the data processing that has been done, it is found that Trust and Privacy have a positive and significant influence on E-Satisfaction; E-Satisfaction has a positive and significant effect on E-Loyalt

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

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

The influences of e-satisfaction, e-trust and hedonic motivation on the relationship between e-banking adoption and its determinants in Nigeria

The main objective of this study is to investigate factors that can predict adoption of ebanking in Nigeria. Specifically, it aims at investigating mediating influences of esatisfaction, e-trust and hedonic motivation on the relationship between e-banking adoption and its other determinants. The motivation of this study is driven by the inconsistent findings in the literature with respect to the relationships between e-banking adoption and its determinants: perceived usefulness, perceived ease of use, perceived security and facilitating condition. In line with the inconsistencies, various suggestions have emerged pointing to the need to investigate the possible mediating variables that could explain the inconsistencies. For that purpose, this study employed theories of Technology Acceptance Model (TAM), Universal Theory of Acceptance and Use of Technology (UTAUT) and Social Exchange theory to synchronize the possible relationships among the variables in the conceptual framework. Survey questionnaire was advocated and the questionnaires were distributed randomly to 382 customers of four major banks in Nigeria. Out of 291 returned questionnaires, 266 were useable for analysis. PLS-SEM was used to analyze both direct and indirect relationships among the variables of the study. The results reveal that perceived usefulness, perceived security, perceived ease of use, facilitating condition, and awareness are positive determinants of e-banking adoption, e-satisfaction, hedonic motivation and e-trust accordingly with an exception of perceived usefulness that does not determine e-trust. The study also found that e-satisfaction; e-trust and hedonic motivation mediate the relationship between perceived usefulness, perceived ease of use, perceived security and facilitating conditions and e-banking adoption. Finally, managerial, policy and theoretical implications as well as directions for future research are discussed in this paper

PENGARUH BAURAN PEMASARAN JASA, KUALITAS LAYANAN DAN NILAI RELIGIUSITAS TERHADAP KEPERCAYAAN NASABAH DAN IMLIKASINYA PADA KOMITMEN NASABAH BANK UMUM SYARIAH DI WILAYAH GERBANG KERTASUSILA JAWA TIMUR.

Countries which joined in the OKI founded the financial institutions thatprovide financial services based on fees and profit sharing to the OKI membercountries. The sharia banking in Indonesia is started in 1991 by a MuamalatIndonesia bank. The development of the market share until 2012 has reachedabout 4,62 %, it means that sharia banking must try hard to develop its marketshare. But the market share of sharia banking always loses with theconventional banks, it can only grow 1 percent per year, but the conventionalbanks can grow till 7 percent per year. According to Tjiptono (2007: 111) themarketing mix is the product, the price, distribution and promotion of thelocation and known as 4p, in addition the company can do differentiatecompetitive in the delivery of services through three aspects known 3p in themarketing services. The population on this study is the customers that they havethe bank account in the Sharia bank public and live in Gerbang Kertasusila area.From that population, this study uses sample of 200 respondents. A method ofsampling purposive is a technique of the determination of the sample based onchance, it means that anyone who by chance or incidental meet, when theymake a deal in the any Sharia bank or other place (home, office and etc.), withthe researcher can be used as the sample, if that person is considered suitable asa source of data. The results of research that marketing mix, the quality ofservices, and the religiousness value significantly influences to the trust ofcustomers. So, hypothesis is received. Services of marketing mix significantlyinfluences to the commitment of customers. Then, hypothesis is received. Thequality of services and the value of religiousness influence positively but notsignificantly to the commitment of customers and hypotheses is rejected. Inshort, the trust is significantly influenced by the religiousness value to thecommitment of customers. Although, the trust cannot be significantlyinfluenced the marketing mix to the commitment of customers. But, the qualityof services is significantly influenced to the commitment of customers. Fromthe results of the research, the researcher suggests to the head of the Sharia bankpublic to determine the best composition of marketing mix and it should betaken from UMKM agent because the population of Indonesia is moslem. Inaddition, the researcher hopes the next researcher can increase the indicator ormake the new indicator for the comprehensive and applicative in the Shariabank research.Key word: Marketing mix, service quality, religiousness value, trust andcommitment.Pengaruh Bauran Pemasaran Jasa, Kualitas Layanan Dan Nilai Religiusitas Terhadap Kepercayaan Nasabah danImplikasinya Pada Komitmen Nasabah Bank Umum Syariah Di Wilayah Gerbang Kertasusila Jawa Timur

New Horizons for Airlines: Consumers’ Adoption of Metaverse - A Qualitative and Quantitative research

Dissertation presented as the partial requirement for obtaining a Master's degree in Data Driven Marketing, specialization in Digital Marketing and AnalyticsMetaverse technology is increasing its relevance in this digital and connected world and airlines should decide what is their strategy and purpose to engage with consumers in this new dimension. Because the metaverse it’s a new technology, airlines must also understand the factors for its acceptance. Though the technology acceptance is already vastly investigated, the review of acceptance for metaverse technology is still reduced. This research intention is to provide an empirical study of the technology acceptance on an airline metaverse and contribute to the findings that reveal new opportunities to engage with consumers/ passengers. Following the literature review we based on a Technology Acceptance Model (TAM) framework that proved to be the most suitable for the technology adoption dimension. This research focused on qualitative and quantitative analysis and our findings reveal the vision from an airline perspective and the factor of adoption of potential users. Qualitative analysis was based on 3 semi-structured interviews targeting airline experts followed by text mining and data analysis via IRAMUTEQ software. Concerning the quantitative analysis was based on a structured questionnaire that uses a convenience sampling technic. A total of 118 replies were collected and analyzed via SmartPLS4 software. The outcomes of this research are insightful and reveal that Gamification and Perceived Consumer Experience have positive and relevant effects on the intention to use the metaverse of an airline. Management contributions, future studies and academic insights are also present in the final section of the research

Factors effecting consumer brand relationship in the mobile Telecom industry of Bangladesh

Understanding and strengthening consumer brand relationship has become vital for brand managers and practitioners since it makes consumers loyal, enhance consumers tolerance in case of failure of brands and stimulate consumers to spread the brand positively by word of mouth and increase brand equity. However, consumer brand relationship lacks a substantial amount of studies. From this consideration, this study intended to investigate how consumer brand relationship can be strengthened. This empirical study examined the predictor role of brand experience, brand personality, customer relationship management on customer satisfaction and consumer brand relationship. The study was also intended to examine the role of customer satisfaction as a mediator in the context of consumer brand relationship. Cross-sectional data were collected using questionnaire at Dhaka division in Bangladesh which produced a total of 280 usable response. The study employed Partial Least Squares Structural Equation Modelling (PLS-SEM) for data analysis. The findings of this study revealed that brand experience and customer satisfaction significantly influence consumer brand relationship directly. Nonetheless, the effect of brand personality and customer relationship management on consumer brand relationship was non-significant. Whereas the significant relationship was found between brand experience, brand personality, customer relationship management and customer satisfaction. Likewise, customer satisfaction was found as a significant mediator between brand experience, brand personality, customer relationship management and consumer brand relationship. The study has significant contribution as it incorporates customer relationship management as a predictor from business to customers’ perspectives and incorporates customer satisfaction as a mediator for strengthening consumer brand relationship. This study has important implications for brand managers and practitioner as they will get important insight how their brand relationship with consumers can be strengthen. The future researchers could replicate the study in different countries in different industry context and incorporate other relationship constructs to extend the existing body of knowledge