The Influence of Corporate Image and E-Service Quality on E-Satisfaction and E-Loyalty of Shopee Application Users in Denpasar

The aim of this research is to examine the influence of corporate image and e-service quality (e-servqual) on e-satisfaction and e-loyalty of C2C e-marketplace application users. The sample in this research are 160 respondents, which is determined using the purposive sampling technique and analyzed using the structural equation modelling (SEM) analysis technique. The result of this research shows that (1) corporate image has a positive and significant influence on e-satisfaction, (2) e-servqual has a positive and significant influence on e-satisfaction, (3) corporate image positively and significantly influences e-loyalty, (4) e-servqual has a positive and significant influence on e–loyalty, and (5) e-satisfaction has a positive and significant influence on e-loyalty of customers. Keywords: corporate image, e-servqual, e-satisfaction, e-loyalt

Investigating e-fulfilment in Gulf Cooperation Council business-to-consumer markets

Paper presented at 20th ISL, 5th – 8th July 2015, Bologna Italy This paper reports on a literature review and research objective development pertaining to a current PhD research project on electronic commerce (EC), specifically e-fulfilment, in Gulf Cooperation Council (GCC) business-to-consumer markets (B2C). The increase in the number of Internet users and GCC government investment has prompted this research to investigate how EC firms provide e-fulfilment services and what kind of logistical processes they implement. This research has also been motivated to explore e-fulfilment logistics in GCC countries, which have similar language, religion and beliefs. The overarching aim of this study is to suggest new strategies to make EC and e-fulfilment more efficient, effective and relevant in GCC countries. The study has the following three research objectives: 1. To investigate extant electronic commerce (EC) and related e-fulfilment logistics processes in GCC B2C markets; 2. To explore differences between international and GCC e-fulfilment purchase and delivery methods; and 3. To determine the extent of a cultural effect on e-fulfilment process in the GCC. This study investigates three categories of actors: pure player (PP) and multi-channel (MC) e-stores, third-party logistics (3PL) service providers, and consumers from different cities within the six GCC countries (Kingdom of Saudi Arabia or KSA, Oman, Qatar, Kuwait, United Arab Emirates or UAE, and Bahrain)

An Empirical Study on E-commerce Logistics Service Quality and Customer Satisfaction

Based on consumer’s perspective, the influences of logistics service quality on customer satisfaction were empirically studied in order to clarify the key logistical factors affecting consumer’s satisfaction. An empirical method is used to investigate the factors in E-commerce logistics service quality that influence customer satisfaction. The results indicate that delivery service quality, after-sales service quality and staff service quality have positive impacts on customer satisfaction; the influence of communication service quality on customer satisfaction is not significant

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 Impact Factors toward Online Repurchase Intention: A case study of Taobao e-Commerce platform in China

Purpose: the purpose of this study is to investigate the effects of online customers' perceived usefulness, perceived ease of use, perceived cost, trust, and satisfaction on repurchase intention. Design/Methodology/Approach: This study employs secondary data analysis, archival research, etc., to explore the factors influencing repurchase intentions. This study creates a new conceptual framework based on three frameworks from previous studies. Findings: This study investigates the factors that influence customers' repurchase intention. According to research findings, perceived usefulness, perceived ease of use, perceived cost, trust, and satisfaction positively impact repurchase intention. Research Limitations/Implications: Many factors affect customers' repurchase intention. It is difficult to analyze all the elements comprehensively, and there is no analysis of the strength of the influence. Originality/value: This study examines perceived usefulness, perceived ease of use, perceived cost, trust, and satisfaction, which impact customer repurchase intention

The Effect of Blockchain on Customer-To-Customer Electronic Commerce

The popularity of the Internet and e-business has led more people to online shopping, especially customer-to-customer (C2C) electronic commerce (e-commerce). However, C2C e-commerce faces challenges such as security, product and vendor trust, and more. One of the most important solutions to such problems is the use of decentralized and distributed technologies such as blockchain, which play an important role in identifying, verifying, and validating data, developing information security, and creating transparency and trust in a business. Therefore, this study uses a qualitative method to investigate the effect of blockchain on C2C e-commerce. After conducting the conceptual study, the experiences of experts in this field were used through semi-structured interviews. The data from the interviews were then coded and analyzed. Finally, 12 conceptual codes were extracted. Due to the high frequency of the transparency code, other concepts were studied around this axis and based on it. According to the results, strategies such as transparency, trust, and legal barriers were more important in using blockchain in C2C e-commerce, respectively

E-Commerce

E-commerce is a business model that allows organizations to explore global markets. The objective of this study is to identify all the key points involved in e-commerce business, along with several sub-themes related to e-commerce, namely the concept of e-business and e-marketing. Next, it was noted that e commerce could express the connections between many purchase actors but is mainly used through the B2C model. The adoption of e-commerce is linked to different internet techniques and tools, which has several advantages and risks. This study also highlights the connections of e-commerce with globaliza tion, e-marketplaces, and platforms. Finally, the authors present the KPIs in terms of sales, marketing, and customer service that the e-sellers should take into account when they are defining the e-commerce strategy and the age segmentation criteria that must be used to create homogeneous groups of e-buyers.info:eu-repo/semantics/publishedVersio

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

Attribute preferences on clothing reselling platforms of Italian consumers - impact of different attribute levels on platform adoption

The individual part is taken out of the conjoint analysis and is comprised of counterfactual scenarios, which have been conducted to allow further insights into consumer preferences, especially into price sensitivity. For this purpose, starting with the attribute composition of the most realistic market scenario, scenarios have been created for the most important attributes of the conjoint study: buyer protection, product price and additional fee. The analysis of the different scenarios enabled the finding that price sensitivity does depend on the brand on the one hand and on the type of monetary component, i.e. product price and additional fee