The Relationship between ES-QUAL Model and Online Purchase Intention in the Context of Rising Global Marketplace of E-Commerce

The electronic service quality (ES-QUAL) of the e-commerce service providers plays a central role. The primary purpose of this paper is to investigate the effect of the ES-QUAL model's four dimensions (efficiency, fulfillment, privacy, and system availability) on purchase intention and examine ES-QUAL's relationship with electronic word-of-mouth (EWOM), brand image, and purchase intention. This research uses Structural Equation Modeling (SEM) for empirical analysis.  Results show ES-QUAL model positively and significantly impacts purchase intention, and the effect of the ES-QUAL model relatively increases when mediated by electronic word of mouth (EWOM) and brand image. This research provides insights to E-marketers, entrepreneurs, and e-commerce players to improve online consumers' purchase intention, sales, and services. Practitioners can gain customers' attention by enhancing the quality of their websites and by assuring efficiency, privacy, system availability, and fulfilling their promise about delivering products. They also need to consider EWOM and brand image, as both positively impact online purchase intention, which can lead to the overall sustainable development of an organization.JEL Classification: M31, L81How to Cite:Baqai, S., Qureshi, J. A., & Morah, E. I. M. (2021). The Relationship Between ES-QUAL Model and Online Purchase Intention in the Context of Rising Global Marketplace of E-Commerce. Etikonomi, 20(2), xx– xx. https://doi.org/10.15408/etk.v20i2.20677

Are Generational Attitudes Toward Digital Marketing Technology Exhibited in Automobile Purchase Behaviors?

This dissertation was focused on the current digital purchasing trend in the used automotive industry in order to understand which factors impacted the growth of this trend through the lens of generational cohort theory. The growth of consumer informedness in the automotive sector has created drastic changes in how consumers are able, and willing, to purchase vehicles. Used car dealerships who adopt successful internet marketing techniques can capture and engage potential customers and then convert that engagement into sales. Companies like Carvana, Vroom, and CarMax have seized this opportunity and created a digital marketing phenomenon with major impacts on consumer purchasing behavior throughout the durable goods sector. As consumer behavior trends toward an increase in digital shopping and purchasing, this research shows that the generations considered digital natives are mostly driving that trend, which has significant implications for the sales and marketing efforts of automobile dealers. While there was ample literature available regarding generational cohort theory and its impact on consumer behavior, there remained a noticeable gap in the academic body of knowledge examining this behavior in relation to large online purchases, such as automobiles. The research question under review was, to what extent do trust, social factors, and sales strategies impact online automobile purchase behaviors, and are the relationships among the constructs moderated by generational cohort theory? For this dissertation, a survey simulation of 1361 respondents was conducted to understand which key factors impact a consumer’s willingness to purchase an automobile online. The statistical testing revealed three variables that can help predict this behavior. Further, one of the hypotheses was rejected after testing, and the others were confirmed, but only with the moderation of certain generational cohorts. Future research should be considered that follows the trend of these cohorts in their high-involvement purchase decisions, particularly in the wake of Covid-19 and the impact from brick-and-mortar stores closing during the pandemic

Key Dimensions of E-commerce Service Quality and Its Relationships to Satisfaction and Loyalty

Evidence exists that one successful strategy to satisfy and retain customers is offering superior service quality. Motivated by the growing interest in e-commerce, we focus our research questions on identifying the key dimensions of e-commerce service quality and its relationships to customer satisfaction and loyalty. In exploring answers to our research questions a hypothesized model is proposed and empirically tested using a research survey with 370 online shoppers. Salient results include: (1) key dimensions of e-commerce service quality are website usability, information quality, reliability, responsiveness, assurance and personalization; (2) customer satisfaction is influenced mostly with the perception of reliability, while customer loyalty is affected by the perception of assurance; (3) customer retention is predicted by the customer satisfaction index. Results of the study contribute to the nascent body of research in e-service quality and offer unique insights for managers of online firms on how to manage the quality of their e-commerce e-service

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

Millennials Acceptance of Insurance Telematics: An Integrative Empirical Study

Insurance telematics is a recent technology-enabled service innovation advanced by insurance companies and adopted by millions of drivers worldwide. This research study explores the insurance telematics technology acceptance and use among the new Millennials generation, which represents both a challenge and an opportunity for insurers. Drawing on the Technology Acceptance Model (TAM) and the Theory of Planned Behaviour (TPB), the study uses data from 138 Millennials in the USA to delve into their perceived attitudinal behavior and intention to use insurance telematics. The findings provide empirical confirmation of the integrative and predictive power of the proposed combined theoretical framework (TAM-TPB) to explain insurance telematics adoption and use. The results also suggest a sophistication-level shift in Millennials preferences from functionality evaluation to applicability value sought through the adoption and use. And the findings ascertain the role of perceived enjoyment, trust, and social media as critical factors influencing Millennials attitudinal behavior and intention to use insurance telematics. Considering these results, the authors further discuss implications for scholars and practitioners, and suggest future research directions

UNDERSTANDING CONSUMERS' ONLINE INFORMATION RETRIEVAL AND SEARCH: IMPLICATIONS FOR FIRM STRATEGIES

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Generation Y’s Behavioural Usage of Small Businesses’ Retail Websites in Canada

This research delves into the factors that influence Generation Y’s usage of Canadian small businesses’ retail websites in order to suggest how they can be attracted to use them more. Based on the Use of Technology Two (UTAUT2) theory, questionnaire survey and semi-structured interviews revealed linkages between Behavioural Intention, Habit, Facilitating Conditions and Use Behaviour with demographic variables moderating some relationships. Improving the website designs and social media marketing can entice Generation Y consumers

Reinterpret 4As framework of energy security from the perspective of human security – an analysis of China’s electric vehicle (EV) development

This research addresses two issues: expanding the understanding of human security with the case of China’s electric vehicle (EV) development and examining the human security implications of China’s EV development. This research adopts an online ethnographic method to record very personal driving forces and barriers to China’s EV uptake through the experiences shared by ordinary Chinese people. From a theoretical perspective, this research provides more evidence for the applicability of the broad human security approach in energy security analysis through the case of China’s EV development. By reinterpreting the 4As framework (availability, affordability, accessibility, and acceptability), which is one of the most frequently adopted frameworks in the analysis of energy security on the state level, (Cherp & Jewell, 2014, p. 416), this research challenges the current understanding of human security by demonstrating that threats to human security exist at all levels of development and touch not only the most vulnerable but also people living in well-developed regions in the face of the lasted technological transformation. The analysis of China’s EV development as a strategic energy security consideration sheds some light on the complicated relationship between state and individual security within China’s security discussion. It enriches the understanding of human security by exploring how it has been adapted to the Chinese social and political context. Meanwhile, drawing on the insights from ontological security through the lens of some key indicators (protection, autonomy, and social acceptance), this research emphasises the necessity of incorporating the subjective dimension in human security analysis to capture subjective feelings and psychological factors in everyday security. This research contributes empirically to identifying human security implications of EV development based on the real-life experiences shared by the Chinese people, which may constitute barriers to China’s EV uptake. Informed by the flexible interpretation of security agency offered by the broad human security approach, this research demonstrates that apart from the state’s dominant position as the main security provider, other players, such as carmakers, also play an important role in shaping people’s perceptions of how secure EVs are. Recognising that the misoperation of an automobile can cause serious physical harm to both those on board and other road users, this research argues that ordinary people should not be only considered as the object of protection but also as the agent with the power to exert influence on the security implications of the new technology