Factors Influencing Saudi Consumers Loyalty Toward B2C E-Commerce

Previous research found that e-retailers experience difficulty to maintain customer loyalty despite of the recent rapid growth in Business to Customer e-commerce applications. Developing and managing customer loyalty and customer retention is very important for the long-term growth of a firm. Numerous studies have empirically examined consumer’s loyalty and attitudes in various countries toward the Business to Customer e-commerce. Nevertheless, empirical research on the e-commerce consumer loyalty in the developing Arab countries, are generally limited. Thus, the main objective of this paper is to identify the key factors that influence the extent to which Saudi consumers are loyal towards Business to Customer e-commerce. Next, we draw on extant literatures about hypothesized relationships between e-commerce consumer loyalty and its antecedents to build a conceptual framework on Saudi consumer\u27s loyalty. Then, a survey was conducted among Saudi e-commerce customers in the Eastern Province of Saudi Arabia using a structured selfadministered questionnaire. The study found that amongst other factors, customer trust and satisfaction influence consumer\u27s loyalty towards B2C e-commerce in Saudi Arabia. The findings assist firms to understand what key factors/areas in e-commerce applications they ought to focus on in order to improve customer loyalty thereby improving revenue

ANALISIS E-CUSTOMER LOYALTY (STUDI PADA E-COMMERCE SHOPEE INDONESIA)

Penelitian ini bertujuan untuk mengeksplorasi pengaruh e-service quality dan e-trust terhadap e-customer loyalty pada e-commerce Shopee Indonesia dan apakah e-customer satisfaction muncul sebagai variabel mediasi atau tidak. Pelanggan yang loyal merupakan salah satu penggerak penting untuk kesuksessan e-commerce, karena loyalitas pelanggan sangat erat kaitannya dengan profitabilitas dan pertumbuhan jangka panjang suatu perusahaan dan peningkatan kecil dalam jumlah pelanggan yang loyal dapat secara dramatis meningkatkan laba yang dalam industri e-commerce akan sangat menguntungkan, karena persaingannya hanya berjarak satu klik-an tetikus. Penelitian ini menggunakan 400 pelanggan e-commerce Shopee Indonesia sebagai responden dan menerapkan model persamaan struktural (SEM) untuk menganalisis data dan menguji hipotesis. Ditemukan bahwa e-service quality dan e-trust memainkan peran penting pada e-customer loyalty melalui variabel mediasi. Sementara itu, e-customer satisfaction memediasi secara parsial hubungan antara e-service quality dan e-trust terhadap e-customer loyalty. Kata Kunci: e-commerce, e-service quality, e-trust, e-customer satisfaction, e-customer loyalty This study aims to explore the effect of service quality and trust towards e-customers on e-commerce Shopee Indonesia and whether customer satisfaction appears as a mediating variable or not. Loyal customers are an important driver for e-commerce success, because customer loyalty is closely related to the company's long-term profits and growth and a small increase in the number of loyal customers, because competition only exceeds one-click mouse. This study uses 400 Shopee Indonesia e-commerce customers as respondents and applies a structural equation model (SEM) to analyze data and test hypotheses. It was found that service quality and trust play an important role on customer loyalty through mediating variables. Meanwhile, customer satisfaction mediates a partial relationship between electronic service quality and customer trust in customer loyalty. Keywords: e-commerce, e-service quality, e-trust, e-customer satisfaction, e-customer loyalt

Customers repurchase intention formation in e-commerce

Background: Electronic loyalty (e-loyalty) has become important in the context of electronic commerce (e-commerce) in recent years. Loyal customers bring long-term revenue to companies and are known to be a valuable asset to them. However, firms lose their customers in a competitive environment on the Internet because of a lack of trust, satisfaction and loyalty. Objectives: This study explains how e-loyalty, e-trust and e-satisfaction form in e-commerce with a focus on customer purchase intention formation. Method: A conceptual framework was formed based upon the literature review. Data were collected from e-customers of online firms in South Africa. After data clarification, confirmatory factor analysis was conducted. The structural equation modelling was applied to test the hypotheses. IBM SPSS AMOS 20 was used for this purpose. Results: Firstly, convenience, customer benefit and enjoyment affect customer satisfaction in e-commerce. In other words, when customers do business activities easily with enjoyment and take benefit, they are satisfied and they will purchase again in future. Secondly, our study demonstrated that customer perception of security, clear shopping process and reliable payment system have a positive relationship with e-trust. Finally, e-satisfaction and e-trust have a positive and strong relationship with e-loyalty formation in e-commerce. Conclusion: The results of the study shed light on important issues relating to e-loyalty formation from a new perspective. Online companies are interested in launching e-loyalty programmes because of the long-term benefits that come from loyal customers. To remain competitive, e-commerce companies should constantly work at enhancing customer trust, satisfaction and loyalty

Information security and privacy concerns in 4IR : the moderating role of trust in B2C e-commerce

Abstract: The development of B2C e-commerce success depends on establishing trust and satisfaction of e-services which contributes to the long-term B2C e-commerce customer loyalty. Prior research has examined the key attributes hampering the e-commerce success and making it difficult to maintain customer loyalty. The new types of technology devices introduced are not only vulnerable to internet risks but also slower the growth of B2C e-commerce. Prior studies have proposed and empirically tested B2C e-commerce frameworks guided by the objectives of establishing trusting, satisfied, and loyal customers in many countries. The empirical data presenting these key success factors of B2C e-commerce in an emerging African countries is mainly limited. The purpose here originates on documenting the effects of information security and privacy concerns on customer trust as a moderator of the effect of satisfaction on B2C e-commerce customer loyalty. The study sinks to the depth of prior studies to construct a conceptual research model which hypothesises the relationships between the B2C e-commerce factors and their antecedents. A survey collected primary data using a self-administered structured questionnaire targeting B2C e-commerce customers in Gauteng province of South Africa. Results show that information security is a strong predictor of customer trust and a weak predictor of their satisfaction. It was found that B2C e-commerce customer loyalty is strongly determined by satisfaction and weakly determined by trust in South Africa. Trust significantly moderates the effect of satisfaction on B2C e-commerce customer loyalty. The limitations of the study, implications, and the proposed future research directions are discussed

The Effect of Physical Cues on Customer Loyalty: Based on the Mediating Effect of Customer Engagement and Value Co-creation

As a new business model, e-commerce live broadcasting has great value in the commercial field. Based on value co-creation theory and the stimulus-organic-response model, this study explores the influence of physical cues in e-commerce live broadcast scenes on customer loyalty. Using the audience of China's e-commerce live broadcasting platform as the research object, 404 valid data points were collected through a questionnaire survey, and a structural equation analysis model was adopted to explore the relationship among the physical clues of the e-commerce live broadcasting scene, customer engagement, value co-creation, and customer loyalty and to verify the mediating effect of customer engagement and value co-creation. The research shows that aesthetic appeal, layout, and function have a positive impact on customer engagement, but financial security has no positive impact on customer engagement. In addition, value co-creation has an intermediary effect, and customer engagement and value co-creation have a double intermediary effect on physical cues and customer loyalty in e-commerce live broadcast scenes. The research not only expands the theory of value co-creation and scene but also provides practical reference value for e-commerce live broadcasting platforms and enterprises and promotes the design of physical cues in e-commerce live broadcasting scenes to improve customer loyalty. Doi: 10.28991/ESJ-2023-07-04-020 Full Text: PD

The Impact of Customer Satisfaction on Customer Loyalty in Chinese E-Commerce Platforms in China

This research aims to investigate the substantial influence of price fairness, logistics services, and performance in handling product returns, e-service quality, and customer satisfaction on customer loyalty within the context of Chinese e-commerce platforms. Employing both primary and secondary data collection methods, the study analyzes the factors shaping customer loyalty among 390 respondents who made purchases on Chinese e-commerce platforms. Drawing upon insights from four established theoretical frameworks in previous studies, a new conceptual framework is devised for this research. The findings indicate that logistics services play a crucial role in enhancing customer satisfaction, underscoring their significant impact. Moreover, price fairness and effectiveness in handling product returns are identified as contributors to positive customer satisfaction. Importantly, customer satisfaction emerges as a pivotal factor influencing customer loyalty. However, it is essential to acknowledge the study's limitations, as it exclusively targets Chinese domestic online consumers. Consequently, the generalizability of the findings may be constrained when applied to diverse cultural backgrounds or international consumers. This research contributes to the field by spotlighting the key factors that shape customer loyalty within the unique landscape of Chinese domestic e-commerce platforms. By examining these factors, the study provides valuable insights for businesses seeking to enhance customer loyalty in the dynamic and competitive Chinese e-commerce market

Pengaruh E-Commerce Development Dan Financial Technology Terhadap Loyalitas Pelanggan Dengan Keputusan Pembelian Online Pada Market Place Shopee Sebagai Variabel Moderating

ABSTRAKTujuan penelitian ini untuk mengetahui pengaruh e-commerce development dan financial technology terhadap loyalitas pelanggan dengan keputusan pembelian online pada Market place shopee sebagai variabel moderasi. Adapun jenis data yang digunakan dalam penelitian ini adalah data primer yang berasal dari pelanggan shopee di Kelurahan Warakas Jakarta Utara. Sampel yang di ambil yaitu 76 responden. Pengambilan sampel penelitian ini teknik sampling Random Sampling. Penelitian ini menganalisis hubungan antara pengaruh E-commerce development dan financial technology terhadap loyalitas pelanggandengan keputusan pembelian online pada marketplace shopee sebagai variabel moderasi . Penelitian ini menggunakan metode analisis data Partial Least Square (PLS). Hasil penelitian menunjukkan bahwa e-commerce  development berpengaruh signifikan terhadap loyalitas pelanggan pada market place shopee. Financial technology berpengaruh signifikan terhadap loyalitas pelanggan pada market place shopee. Variabel  moderasi keputusan pembelian online berpengaruh signifikan terhadap loyalitas pelanggan pada market place shopee. E-commerce development berpengaruh positif dan signifikan terhadap loyalitas pelanggan dengan keputusan pembelian online sebagai variabel moderasi. Financial technology tidak berpengaruh positif dan signifikan terhadap loyalitas pelanggan dengan keputusan pembelian online sebagai variabel moderasi.Kata kunci : E-Commerce Development , Financial Technology , Loyalitas Pelanggan , Keputusan Pembelian Online ABSTRACTThe purpose of this study was to determine the effect of e-commerce development and financial technology on customer loyalty with online purchasing decisions on the Shopee Marketplace as a moderating variable. The type of data used in this study is primary data derived from shopee customers in Warakas Village, North Jakarta, the sample taken was 76 respondents. The sample of this research is random sampling technique. This study analyzes the relationship between the influence of E-Commerce development and financial technology on customer loyalty with online purchasing decisions at the shopee marketplace as a moderating variable. This research uses data analysis method Partial Least Square (PLS). The results showed that e-commerce development has a significant effect on customer loyalty in the shopee market place. And financial technology has a significant effect on customer loyalty at the shopee market place. The moderating variable of online purchasing decisions has a significant effect on customer loyalty in the shopee market place. E-Commerce development has a positive and significant effect on customer loyalty with online purchasing decisions as a moderating variable. Financial technology has no positive and significant effect on customer loyalty with online purchasing decisions as a moderating variable.Key word : E-Commerce Development, Financial Technology, Customer Loyalty, Online Purchasing Decision

E-commerce website service quality and customer loyalty using WebQual 4.0 with importance performances analysis, and structural equation model: An empirical study in Shopee

The rapid growth of business models in the form of online shops, Business to Consumer (B2C) and the Consumer to Consumer (C2C) concept, has an impact in the form of intense competition between online business owners. It is not easy to find a solution to this problem. The owner must provide good or even excellent service by improving the website quality so that customers can achieve satisfaction and loyalty. This research aimed to specify the influence of website quality on customer loyalty with satisfaction as an e-commerce website moderation variable and to investigate the WebQual 4.0 attributes that affect this relationship of the model. This study used 104 respondents of Shopee Consumer and analyzed with the WebQual with Importance Performance Analysis (IPA) method and Structural Equation Model (SEM). The result is that the service quality variable significantly influence e-commerce website customer satisfaction variable, customer satisfaction variable has no significant effect on e-commerce website customer loyalty variables, and website service quality variable significantly influence e-commerce website customer loyalty variable. The attributes of WebQual 4.0 that need to be considered by e-commerce management to impact the level of user satisfaction and customer loyalty are “design by the type of website”, “provide simple-to-understand information”, “provide information following the format”, “feel safe to complete transactions”, “the website makes the positive/absolute experience for me”, and “provide detailed information”. The research implications can be taken into consideration for e-commerce management

Impact of E-Service Quality on Customer Satisfaction and Loyalty Empirical Study in India Online Business

Due to Globalization and advancement in technology, Electronic commerce business (e-Com) has witnessed an extensive growth together with enthusiastic competition. The intention of this study is to test the conceptual framework of customer perception on service quality online business and its impact on satisfaction and loyalty through e-commerce business and a sample of 539 respondents were selected through simple random sampling method in Tamilnadu State of India. The result revealed that there is a significant association found between the demographic variables like Marital Status, Gender and Awareness about email/internet operation of the customers and the e-service quality, Customer Satisfaction and Loyalty except with Educational qualification and Status of the Residing area.  The factors Responsiveness and Trust were highlighted as significant predictors for customer satisfaction and loyalty except Customization. Regarding the association between the customer satisfaction and loyalty, it is revealed that all the variables under satisfaction were significantly and positively associated with loyalty.Keywords: e-commerce, Retailers, Customer satisfaction, Customer Loyalt