Factors Impacting Customer Loyalty of Online Shopping: A Case Study of China’s E-commerce Platforms

Purpose: This study investigates the factors impacting satisfaction, commitment, and customer loyalty of online shopping. The research establishes a theoretical framework based on the service quality model (SERVQUAL), e-service quality model (E-S-QUAL), e-tail quality model (eTailQ), theory of reasoned action (TRA), and customer loyalty model. Research design, data, and methodology: A total of 516 responses were collected from online questionnaires using step-by-step sampling, including purposive sampling, stratified random sampling, and convenience sampling. The respondents were customers who had online shopping experience on China’s top three e-commerce platforms and who shop online at least 1 to 2 times per week. The Structural Equation Model (SEM) and Confirmatory Factor Analysis (CFA) were used to analyze the data to verify the model’s goodness of fit and hypotheses. Results: The results showed that reliability, responsiveness, and privacy significantly and positively impacted satisfaction; however, web design did not significantly impact satisfaction. Satisfaction and perceived value had a significant impact on both commitment and customer loyalty, but commitment did not have a significant impact on customer loyalty. Conclusion: To improve customer satisfaction, commitment, and loyalty, it is necessary to focus on reliability, responsiveness, and privacy in e-services. Additionally, improving perceived value is essential for commitment and customer loyalty

An Empirical Study on the Service Marketing Factors Influencing the Need of Consumer for an Online Food Ordering Delivery Using Subscription-Based Model

The online food delivery service was one of the major emerging businesses during the Covid-19 pandemic, with the demand for online services increasing dramatically in many countries, especially Thailand. The core ideas of this paper are to empirically explore several service marketing factors influencing the needs of consumers regarding online food ordering and delivery services via use of a subscription-based model. A total of 1,049 respondents were surveyed using a quantitative survey and qualitative approach sampling 30 respondents via interview for confirmation of the results. Statistical analysis of all collected data via confirmative factor analysis (CFA) and a structural equation model (SEM) were used to conclude the influencing service marketing factors in Bangkok province. The results indicate that process and promotion perspectives have strong significant impacts on consumer needs for online food ordering and delivery services. The paper not only describes the essential service marketing factors respectively, but also identifies some challenging factors which have influence in this industry, additionally leading to a more precise understanding of consumer behavior

Online Shopping: Antecedents of Attitude, Intention and Use

Consumer behavior in electronic commerce has been the theme of hundreds of studies conducted by researchers of many nationalities in the past twenty years. The purpose of this study was to review and classify the concepts used in papers published between 2003 and 2014 to explain the consumer behavior in electronic commerce. A systematic search of the literature in nine databases was performed and 136 papers published in double-blind peer reviewed journals were selected. Reference models were prepared based on a classification of the concepts found. This article reports only the concepts that displayed statistical significance in the studies analyzed. Finally, we suggest new studies that can be conducted

Influencia del valor de marca y la experiencia de la p?gina web en la lealtad online a trav?s de la satisfacci?n electr?nica en la compra online de electrodom?sticos

El proyecto de investigaci?n trata de explicar la influencia del valor de marca y la experiencia de la marca electr?nica en la lealtad online a trav?s de la satisfacci?n online en la compra de electrodom?sticos. De acuerdo a investigaciones pasadas se ha podido mostrar que el valor de marca cuenta con diferentes dimensiones como los son: El conocimiento de la marca, la calidad percibida y asociaciones de la marca, de la mano de la experiencia de compra en la p?gina web pueden influir en la lealtad electr?nica. El dise?o de esta investigaci?n es no experimental, ya que lo que se busca es determinar la influencia de valor de la marca y la experiencia de la p?gina web en la lealtad online a trav?s de la satisfacci?n electr?nica en la compra de electrodom?sticos, se aplicar? el instrumentos a los clientes que cuenten con al menos una experiencia de compra con la categor?a ya mencionada y los resultados se analizar?n mediante estad?stica explicativa

E-marketplace patronage intention among Southern Thailand consumers: the role of online retail/service brand equity and country of origin

In Thailand, e-marketplaces have been predicted to become the leading online shopping platform in forthcoming years. Nonetheless, the local e-marketplaces suffer from the price war strategy of foreign e-marketplaces. Moreover, Thai online shoppers prefer shopping from the online shopping platforms of other countries. Hence, the current study aimed to examine the e-marketplace patronage intention in southern Thailand by employing the extended theory of reasoned action (TRA). Although brand equity can impact patronage intention, traditional brand equity may not be appropriate for online businesses, including e-marketplaces. Therefore, the online retail/service (ORS) brand equity was applied in the extended TRA as an independent variable. Moreover, the current study also extended the TRA by integrating the effect of the country of origin (COO) as a moderator variable as there are limited findings regarding the foreignness of online retailers. Based on a quantitative study, a questionnaire survey was employed to collect data from online shoppers in southern Thailand. A total of 399 questionnaires were analysed using Smart PLS 3. The study results indicate that attitude towards behaviour, subjective norm and ORS brand equity positively influence e-marketplace patronage intention. However, the effect of COO does not influence e-marketplace patronage intention. Finally, the effect of COO plays a negative moderating role in the relationship between the attitude towards behaviour and e-marketplace patronage intentio

Continuance Intention of Food Blog Users in Pakistan

Purpose: The purpose of this paper is to analyze the relationship between different factors affecting the interest of Pakistani blog users reading food blogs using components of the ECT model. Methodology: With the sample size of 392 food blog readers, the study analyzes the impact of expectation confirmation theory, blog user’s involvement, and habit on continuance intention of using the blog, and satisfaction level. Findings: User habit and user involvement both are positively related to factors which are users’ perceived enjoyment, satisfaction, and intention to revisit the blog. Users’ perceived enjoyment is positively related to user satisfaction and intention to revisit the food blog. Findings suggest that when bog users are satisfied, they intend to revisit the blog. Blogging time does not moderate the effect of habit on either perceived enjoyment, satisfaction, or continuance intention. Conclusion: It is concluded from the research that ECT can be applied to examine the satisfaction of blog users and their intention to continue blog use. However, further research is required to analyze the impact of ECT in another context apart from food blog readers and the blogging domain. This research extends the efforts of earlier research as previous research emphasized enjoyment and user involvement and rarely have, they covered the moderating effect caused by blogging time and the effect of blog users’ habits specifically in the food and beverage industry

The determinants of customer internet banking resistance and the role of mediating variables in Yemeni Universities

Although internet banking has been widely adopted in developed countries, there is still a low percentage of internet banking adoption in Yemen, indicating a probable high resistance to internet banking. Hence, the objective of this research was to determine the direct predictors (attitude, subjective norm, perceived behavior control (PBC), credibility, trust, compatibility, self-efficacy and government support) of customer resistance, attitude, subjective norm, PBC and credibility towards internet banking. Additionally, this study examined the mediating effects of attitude, subjective norm, PBC, and credibility on the relationship between predictors and customer resistance to internet-banking behavior using Decomposed Theory of Planned Behavior (DTPB). A quantitative research survey was used whereby 900 questionnaires were distributed randomly to University employees. 451questionnaires were returned, representing a 50% response rate. After screening, 372 useable data sets were analyzed using the Structural Equation Modeling (SEM). The study found five significant predictors of customer resistance (attitude, credibility, compatibility, selfefficacy, and government support); three significant factors predicting attitude (government support, subjective norm and PBC); two significant predictors of SN (government support and self-efficacy); two significant predictors of PBC (compatibility and self-efficacy); and three predictors of credibility (trust, government support and PBC). It was also found that attitude fully mediated the relationship between subjective norm and customer resistance as well as between PBC and customer resistance. Contrastingly, attitude was a partial mediator between the relationship of government support and customer resistance. Likewise, credibility is a full mediator on the relationship between trust and customer resistance; PBC and customer resistance. Credibility also partially mediated the relationship between government support and customer resistance. Finally, the study contributes empirically by validating DTBP as an effective underpinning theory in explaining the internet banking resistance and that government should enact more stringent laws and policies to control the internet banking in Yemen

EFFECT OF EXPERIENCE IN BUILDING SATISFACTION, TRUST AND LOYALTY

The purpose of this study is to explain the effect of experience on satisfaction, trust and loyalty. This study was conducted on inpatients service users in RSIA Puri Bunda Denpasar with a total of 100 respondents. Data analyzed with Partial Least Square technique. The results showed that experience, satisfaction and trust had a positive and significant effect on loyalty, experience had a positive and significant effect on satisfaction and experience had a positive and significant effect on trust. The implications of this study can be used as the basis for the management of the hospital to improve services and facilities, gathering and handling complaints to provide a good experience so that impact on patient loyalty. Suggestions for future research is to complement and enrich empirical studies related to this topic using other variables. Future research also needs to enrich empirical studies using other subjects and even other research locations. And with the technique of determining samples in addition to purposive sampling, for example, random sampling techniques

Exploring customer trust and relationships in the online environment

This thesis presents eleven selected publications concerning trust and relationships in the online environment. The evolution of the research over ten years showcases the author’s dedication to the practical application of marketing for the benefit of organisations and individuals alongside contribution to academic knowledge. The advent of new technology by way of the internet has added a new dimension to the complexity of marketing strategy and, from a practical point of view, marketers need to incorporate cutting edge technology into their strategic thinking. Existing literature at the time that the author started this research was at the nascent stage and over the period of the research, it became obvious that technology could be used as a tool to help build relationships. Conversely, customers demonstrated varying degrees of trust in both the technologies and the organisations using online-based tools. It became essential, therefore, for organisations to appear trustworthy in order for customers to engage with online marketing platforms and subsequently entrust their purchasing activities to the online environment. The research appraised in this thesis makes a significant contribution to knowledge about marketing in the online environment and the implications of engendering consumer trust. Six key contributions to knowledge are claimed as a result of this work. Firstly, a framework for using online marketing strategically has been developed. Secondly, an analysis of how online marketing fits into the traditional marketing framework is provided. Thirdly, the author introduces the notion that trust in a brand influences online behaviour by reducing perceived risk, leading to consumers committing to online purchasing. Fourthly, online brand elements used to create credibility of a B2B brand are identified. Fifthly, the author presents an identification of how structural elements of websites can be utilized to differentiate online brands from competitors’ offerings. Finally, the author puts forward the proposition that marketers can learn from relatiaonships between contributors to online social networks. The researcher has utilised a variety of deliberately chosen methodologies, most of which are qualitative. The thesis also contains three secondary contributions related to research design. These are the use of a bought-in, permission-based email list, the innovative use of netnography to elicit rich data from online discussion forums and, finally, content analysis of websites. The work concludes by offering eight recommendations for future research directions

Beyond the point of purchase: Conveying brand values through experiential retailing. A case study of the Iittala brand

Brands are no longer isolated entities that only represent the products they offer; now they are often closely associated to their environmental contexts, cultures, and shared values. This presents a challenge for companies that are experienced in their domestic markets but desire to expanding globally, as the strong cultural connotations they have worked so hard to form may become lost in translation. The brand that this study focuses on is Iittala, a premium Scandinavian home goods brand owned by the company, Fiskars. This thesis aims to explore the methods of storytelling that are effective in brand communication and education for international brands such as Iittala, when expanding globally. To this end, this study looks specifically into the Asia-Pacific, a market of interest, to explore the qualities of Scan- dinavian design and products that appeal to its consumers. Furthermore, this thesis seeks to de- termine ways for brands to better understand its international customers. The research was conducted with a purpose of understanding the perspectives of the key players, including the local store clerks, the target consumers, and management. Literature reviews and ethnographic interviews were employed, as well as in-store observations and shadowing at various Iittala retail locations. The results indicated a need for rapid response to the ever-changing needs of Asia-Pacific consum- ers, and the need for a better understanding of their customers’ shopping behaviours in order to align the brand’s retail strategies. This study will propose a re-designed customer journey that incorporates the MyIittala platform as a tool of data collection, and offer a method of introducing this initiative through the implementation of a pop-up pavilion