Kerangka Konseptual Kepuasan Pelanggan terhadap Jasa Transportasi Online Go Ride menggunakan Service Quality

Customer satisfaction in organizations is one of the critical succes factors for developing organizations.  To improve the quality of services, an organization must know customer satisfaction with the services provided by the organization. This study aims to present a conceptual framework that is used to analyze factors that affect service quality, customer loyalty and intention to repurchase or reuse online transportation services, Go-Ride. A conceptual framework proposed to measure Go-Ride customer satisfaction and its impact on customer loyalty and intention to repurchase. Starting from analyzing what is expected and what is felt by customer when the customer use these services with Servqual Method. This conceptual framework allows stakeholders in online transportation Go-Ride to understand customer and measure the quality of services. Conceptual Framework also can be used to set strategy and decision making improve the quality of customer services. In this study the transportation service provider can also divide customers into various categories, so the organization know how to position itself in the future that can be compared to quality of service with the competitors.Keywords : Go-Ride, Servqual, Customer Satisfaction, Servqual, Customer Loyalty, Intention to repurchas

APPLYING SERVQUAL MODEL TO MEASURE ONLINE CUSTOMER SATISFACTION IN PACKAGE DELIVERY SERVICES

Online customer is a person or association that purchases goods from a retail store via internet. This online purchasing is facilitated by companies that deliver shipping parcels, known as package delivery companies. The service quality is measured by the difference between customers’ expectations towards a service and their actual experience from that service. The objective of the study is to explore the correlation of online customer satisfaction with service quality in the package delivery industry using quality management framework SERVQUAL. Quantitative data on customer satisfaction levels divulged from questionnaires were scrutinized against service quality factors, which was later replaced in the service quality model using a five-point Likert scale and conducting simple regression. The result of the study found positive impact of reliability, assurance and empathy dimensions of service quality model on online customers’ satisfaction level pertaining to package delivery companies, with overall dominance of reliability dimension. The study adds value to the untapped sector of package delivery service, a critical backbone of e-commerce. The findings can be applicable for any e-commerce entrepreneurs in order to enhance optimum customer management efficiency by focusing on imperative dimensions of service quality model and perking up customer satisfaction

An analysis on factors influencing international online shopping : Indonesian perspective

The advancement in information technology does bring impacts in our daily lives. This includes our purchasing method. Buying products from international online store has become an alternative way to shop and has been widely used all over the world. The general purpose of this study is to examine the adoption of purchasing products from international web site among Indonesian customers. Applying a survey data from 122 Indonesian respondents in Jakarta, this study attempts to examine the impact of website quality and dependability on the international online product purchasing and customer satisfaction. From website quality perspective, the current study investigates the effects of ease of use, perceived usefulness and cultural adaptation on international online product purchasing. As for dependability, three factors, trust, reliability and cultural adaptation, have been identified as critical in influencing international online product purchasing. The types of analysis being done are descriptive analysis and correlation analysis. Based on the findings, all factors appear significant. It shows that all website quality and dependability factors are important and have to be taken into consideration by the online vendors in order to capture higher demand from foreign customers

What Makes Consumers Loyal to a Particular Online Travel Website? Case of booking.com

Kamelia Chaichi - ORCID: 0000-0001-7204-0659 https://orcid.org/0000-0001-7204-0659It is critical for an online travel website to not only attract new customers but only enhance existing customer loyalty to improve the website's image and generate revenue. This research aims to find out the factors that affect loyalty among consumers of online travel websites. The variables in this study were selected after profound research on the literature review and review of the customers' feedback who were using the Booking.com website. Models of antecedents were tested such as price, convenience, experience, and interaction in predicting consumer satisfaction and the impact on brand loyalty among online travel website customers. Data was collected from 420 users of an online travel website (Booking.com) and analysed through the Statistical Package for the Social Sciences (SPSS). The findings show that all constructs influence consumer satisfaction toward online travel websites and consequently influence customer brand loyalty. The research results will create awareness for entrepreneurs, organisations, researchers, and the public to improve marketing strategies and enhance customer retention and brand loyalty. Websites need to consistently deliver high-quality packages and services to stay on top of trends and build trust with customers by providing good service. Live customer service is one of the most significant implications since interaction with the website significantly affects customer satisfaction. As such, websites need to be available in real-time for the customers to enhance brand loyalty. The research outcomes can be beneficial to enhance the reputation of the website and generate more revenue.http://dx.doi.org/10.18415/ijmmu.v10i10.520510pubpub1

Editorial Note

Editorial Note   Editor-in-Chief for Asian Journal of Marketing Management (AJMM), Department of Marketing Management, Faculty of Management Studies and Commerce, University of Sri Jayewardenepura, Sri Lanka, are delighted to issue Volume 1, Issue II of the Journal. This issue of AJMM disseminates new knowledge through selected six scholarly papers that comprehensively investigate current and critical real marketing scenarios.  The first paper is for investigates the impact of experiential marketing on customer loyalty with the mediating role of customer satisfaction in supermarkets in the western province of Sri Lanka. 375 respondents have been used in the modern trade context and disclosed that the indirect impact created through the mediation effect of customer satisfaction is higher than the direct impact of experiential marketing on customer loyalty by further emphasising the power of customer satisfaction in the modern trade.  The second paper offers insight into the post-pandemic of Covid-19 context in Sri Lanka in terms of investigating factors that influence consumers’ online grocery purchase intention. The use of the SEM model revealed that perceived ease of use and perceived usefulness positively and significantly impact the online purchase intention of consumers. Further, it disclosed that hedonic motivation did not affect the online purchase intention of consumers in this context. Thirdly, the role of interpersonal trust in the relationship between employee innovative behaviour and customer participation is examined with special reference to the hospitality industry in Sri Lanka. Using both customers’ and employees’ perspectives, the study reveals that increasing the level of interpersonal trust between customers and employees may boost employee innovative capacity. The fourth paper is focused on a textual analysis of a commercial and its contribution to Sri Lankan society amid Covid-19. “ITUKAMA’, the “Hero” and the Nation has been studied as the commercial. The textual analysis used here provides a close perception of the commercial and the campaign in relation to the social theories. Factors that influence the usage of e-wallets among millennials in the Sri Lankan context are the focus of the fifth paper. The findings revealed that there are significant strong relationships between the perceived usefulness of e-wallets, perceived ease of use, privacy, and security of e-wallets. Furthermore, it emphasized that the behaviour intention to use e-wallets is the most important aspect that millennials perceive when it comes to e-wallet usage. The sixth paper is to perform a comprehensive study on the impact of social media influencers’ credibility on the purchase intention for beauty care products in Sri Lanka. It discloses that credibility has a positive strong influence towards purchase intention while exploring trustworthiness as the most impactful credibility factor towards purchase intention in this context. Finally, we extend our sincere gratitude to all the authors for their valuable contribution through research articles and for their patience in reviewing process; to reviewers for their constructive comments that bring the papers to a publishable level; to language editors for their service rendered for the Journal; and to the editorial assistant as well as web assistants for the smooth operation of the Journal

Investigating the Role of Critical Success Factors in Achieving the Success of Agile Projects in the Gaza Strip

Achieving project success is a critical element of project management, and identifying the critical success factors (CSFs) that contribute to it is imperative. Agile project management has gained significant attention due to its flexibility, adaptability, and iterative approach, but achieving project success in agile projects remains a challenge. In order to identify the CSFs that have a significant impact on project outcomes, this study examines the role of CSFs in achieving project success in agile projects. A structured online questionnaire was used to collect data from 109 project managers and team members working on agile projects, which was then analyzed using various statistical methods. According to the study\u27s findings, seven factors significantly influence the success of projects: scope and cost management, leadership, agile analytics techniques, customer involvement, teamwork, planning and scheduling, and effective communication, which account for 71.9% of the total variance explained by the CSFs components. The analysis of Pearson correlation coefficients between CSFs and agile project outcomes indicates a positive correlation between each CSF and the four project outcomes (timeliness, cost, quality, and customer satisfaction). The regression analysis includes two significant predictors: scope and cost management, and planning and scheduling, explaining 67.7% of the variation in project outcomes. The findings provide valuable insights for project managers in the Gaza Strip to enhance project success with agile methods by focusing on CSFs

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

B2B customer experience factors: understanding the relationship with SME customers – interim report

As part of the 2014 programme, our members asked us to extend the research done in 2013 (“Measuring Customer Satisfaction And Understanding Customer Effort In A B2B Context” - Tony Harrington and Andrew Bryan) to incorporate the SME customer sector. This project was set up to explore customer experience factors in the SME segment and to address a number of questions:- What are the most important factors that contribute to the customer experience from both the supplier’s and the SME customer’s perspectives? From the customer’s perspective, what about the relationship with the supplier requires the ‘most’ or ‘least’ effort and what changes do customers suggest? Where a customer has both a personal and a business relationship with the supplier, how does this impact their views? The approach was to develop an online survey for completion by SME customers and their supplier. Initially, seven companies and the Henley SME Forum volunteered to participate in the research. However, it proved to be extremely difficult to go from agreement to be involved to actually getting survey responses and, in the event, the survey achieved the following result:- A good response was achieved from 2 companies with around 40 SME responses for each company. A poor response was achieved from 1 company and from the SME Group so their data is currently of limited value. There were other companies that would still like to participate and there are 3 offers to participate at a later date. Analysis of the responses showed that useful conclusions could be made from the data collected so far but that it would be more valuable if more companies were persuaded to participate in the future. As a result, this report has been prepared as an interim statement of what has been learnt and to provide specific feedback to the participating companies. With member’s permission, further responses will be sought at a later date to refine the learning and provide feedback to more companies. This report presents the results of analysis from the survey on a company-by-company basis. Most of the data is only relevant at company level but consolidated results are shown where possible. The results from the analysis of responses lead to a number of initial conclusions. SME companies look to their suppliers to deliver against their promises in a responsive, consistent and proactive manner. Their priority is to have their problems solved in a timely manner. Relationship factors are more important in the B2B relationships between large companies than for SME’s. The SME customer is much more interested in just having the service performed with a minimum of fuss and doesn’t really want to develop a relationship. Questions about customer effort (or the ease of doing business) are as valuable in the SME segment as in any other in terms of identifying opportunities for improvement. Businesses should consider whether their SME customers might also be a customer in their personal home life. If so, they should be aware that this will have an effect on their satisfaction – and could be either positive or negative

The driving factors of continuance online shopping: Gender differences in behaviour among students in Saudi Arabia

This study proposes a revised technology acceptance model that integrates expectation confirmation theory to measure student gender differences with regard to continuance online shopping intentions in Saudi Arabia. The 234-respondent sample consists of 61.5% women and 38.5% men. A structural equation model confirms model fit. Perceived usefulness, enjoyment, and subjective norms are determinants of online shopping continuance in Saudi Arabia. Both male and female groups are equivalent. The structural weights are also largely equivalent, but the regression paths from subjective norms to enjoyment and subjective norms to continuance intention (in the men sample) and perceived usefulness to continuous intention (in the women sample) are not supported. The model was operationally generalized across the whole of Saudi Arabia. This research moves beyond online shopping intentions and includes factors affecting online shopping continuance. The research model explains 71% of the intention to continue shopping online. This research suggests that online strategies cannot ignore either the direct or indirect gender differences on continuance intentions in Saudi Arabia. The model can be generalized across Saudi Arabia