Trust between service provider and customer in online environments

Nowadays online shopping is getting more and more popular in China. However, opportunities and challenges are coexisting, and the growth of e-commerce is also inevitable. In e-commerce online, trust has become a significant factor hindering development. A New Zealand organisation faces a lot of competitors. In order to increase its market share and remain competitive in the market, the organisation needs to have more loyal customers who repeatedly purchase their products. Therefore, the organisation should find an appropriate way to form or create trust with customers, to retain them. This research investigates how trust has been created in an online environment between an organisation and its customers. A qualitative method was adopted in this research and data collected using semi-structured interviews. The collected data was analysed adopting a thematic analysis method. The research findings show that a two-way communication system is the core factor in forming trust in the online environment. This research suggests that the organisation should consider two-way communication seriously, and develop that as a useful tool to build trust between them and customers; not just as a communication tool but as a tool for trust formation

Interrelation between E-service Quality and E-satisfaction and Loyalty

Online services are now an integral part of most organizations. Their online presence is for extra valued added features to serve their customers better, however, many of them are not aware of how to make their online presence more attractive to their valued customers such as meeting their needs and having a strategic plan to retain customers using their websites. This research has planned to set up a conceptual framework that would facilitate the development of E-service quality and introduce a valid and reliable measurement for customer loyalty and E-satisfaction. A survey based on questionnaires was prepared and sent to potential respondents from the IT, marketing, management, and finance customer departments. The findings showed that there are 9 independent variables that have an effect on customer loyalty and satisfaction namely Trustworthiness, Reliability, Ease of Use, Security, Personalization, Responsiveness, Accessibility/ Convenience, Aesthetic and Utilitarian. Keywords: e-Service quality, Customer satisfaction, online business, technology acceptance theory, Customer loyalt

Linking eCommerce and human resource strategies: a case study in a large Australian retail bank

The implementation of eCommerce technologies has considerably changed how employees in the banking industry interact with customers. For example, some customers use electronic banking applications to such an extent that they find little or no need to go into a branch. This change has had a significant impact on the way that jobs are designed and the way that employees are being managed. The preliminary findings from the case study of a large bank in Australia indicate that moving customers out of the branch to an online environment has created unforeseen issues for the way employees interact with customers and this in turn has changed the way that they do their jobs. The key challenge for banks in the future is how to form effective relationships with customers without some kind of face-to-face interaction. This impacts how organisations recruit and retain their staff as well as the level and type of skills required for jobs redesigned after the implementation of eCommerce applications. It is also an important factor in employee satisfaction.<br /

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

An Examination of the Determinants of Customer Loyalty in Online Group-buying Context in China

With the rapidly development of e-commerce, online shopping becomes very popular among Chinese customers. In the past few years, online group-buying has experienced big rise and fall, thus, how to retain customers and improve customer loyalty should be considered by the practitioners. This study aims to explore potential factors which contribute to customer loyalty in the online group-buying context. Based on the literature review, we proposed a research model included five factors which directly or indirectly affect customer loyalty of online group-buying. The model was empirically evaluated using survey data collected from 352 users, and the data was analyzed by the structural equation modeling technology. Six research hypotheses were proposed in the study. Four research hypotheses were positively significant supported, while two research hypotheses were rejected in this study. The result shows that both customer satisfaction and switching costs have positive effects on customer loyalty in the online group-buying context, and the effect from switching costs is stronger. Furthermore, structural assurances in the process of online group-buying have strong effect on customers’ trust, while customer satisfaction is directly affected by trust. In addition, both theoretical and practical implications of this study are discussed at last

Understanding the Relationships between Multi-dimensional Trust and E-loyalty in E-commerce

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 will explore the nature of trust and its relationship to consumer loyalty in E-commerce. It examines the importance of trust to consumers’ loyalty behaviour and how consumer behaviour is affected by different kinds of trust. The study also identifies the antecedents of each kind of trust. A research model is developed with several hypotheses which are proposed for empirical examination. Finally a research plan is presented and implications are provided

Thank You, Come Again: Examining the Role of Quality and Trust on eCommerce Repurchase Intentions

As the pertinence of online consumer shopping continues to grow, more and more e-retailers are erecting websites. In this increasingly competitive environment, building customer loyalty and retaining customers is integral to achieving sustained profitability. While one stream of literature has suggested that e-retailers should concentrate on improving quality, another stream has recommended that the focus should be on building trust with customers. This paper represents an early, working attempt to synthesize these parallel streams, investigating how the interplay between three forms of quality (information, system, and service) and trust help to retain customers. Integrating information systems and marketing research, the results of this paper suggest that trust mediates the relationship between each type of quality and both satisfaction and repurchase intentions. Furthermore, of the three types of quality that are examined, service quality engenders the greatest impact on trust, followed by information quality then system quality. The paper concludes with a discussion of this preliminary model as well as directions for the future development of this project

Factors that Impact Customers’ Loyalty to Social Commerce Websites

Social commerce (s-commerce) has become rapidly appeared as relatively new area of investigation for both researchers and practitioners. However, there has been little research in the area of customer loyalty to s-commerce websites. The aim of this study is to develop a framework to identify factors affecting customers’ loyalty to s-commerce websites. A web-based survey was used to collect data which were analysed using the partial least squares based on structural equation modelling (PLS-SEM). This study found that satisfaction; trust and social presence have significant influence on loyalty to s-commerce website and found that reputation, satisfaction, word-of-mouth, and social presence positively contribute to explaining the variance in trust. In contrast, communication and online shopping experience didn’t contribute to explain the variance in trust. The findings of this study contribute to the development of businesses strategies of how to retain their customers which will result in higher profits

Implementation of Data mining Technique for Customer Relationship Management (CRM) on Online Shop Tokodiapers.com With Fuzzy C-Means Clustering

Online business competition is very tight. One strategy that can be done is to retain customers. By applying the concept of CRM (Customer Relationship Management), the online shop can identify customers, so customers can get special facilities in the appropriate marketing strategies according to their needs. This research discusses about how data mining process from customer data at shop online tokodiapers.com. The process of data mining begins with clustering process using Fuzzy C-Means (FCM) method which is then tested by clustering using purity test. The result of this research is a web-based data mining application that is able to segment customer data on tokodiapers.com using fuzzy C-Means clustering method. The test is done using purity test showed that the best grouping is found on the grouping with 4 clusters with the valueof purity test 0.79

The Impact of the Content of Online Customer Reviews on Customer Satisfaction: Evidence from Yelp Reviews

As customers are increasingly participating in online product and service reviews, companies can leverage the content of those consumer reviews to improve or retain customer satisfaction. By using a panel data set collected from Yelp, this study empirically tests the effects of voting and sentiment of customer reviews on future customer satisfaction. The results show that cool votes on customer reviews have a positive impact on customer satisfaction in the next month. While average positive sentiment score has a positive effect on customer satisfaction of a restaurant, average negative score has a negative influence. In addition, the diversity of the sentiment scores moderates the effects of positive and negative sentiment scores on customer satisfaction. This research provides a nuanced understanding of how the content of online customer reviews affects customer satisfaction, an important indicator of the quality of service or product