PENGARUH KEGAGALAN DAN PEMULIHAN SELF SERVICE TECHNOLOGY TERHADAP ONLINE SHOPPING EXPERIENCE, SATISFACTION DAN REPURCHASE INTENTION: SEBUAH TINJAUAN DALAM PERSPEKTIF CRITICAL SDL

There are rooms where producers and consumers do not meet to create value in use. The existence of a Joint sphere to create co-creation value raises the importance of the customer experience. At a time when the world has changed with characteristics where transactions are done facilitated by technology. This results in less interaction between employees and customers to create results from services in self-service technology. Service failure is important because service failure is one of the causes that drive customers to move to other companies in meeting their needs. Then the relationship between service failure and customer satisfaction can be explained by looking at initial disconfirmation and recovery disconfirmation. The customer's expectation of a possible problem is confirmed as well as the customer's expectation of a viable recovery effort, thereby creating a buy back for the consumer. This proposition aims to contribute theories about the effects of SST quality on the customer experience of shopping using online services, the effect of quality of SST on customer satisfaction shopping using online services, the effect of customer experience shopping using online services to customer satisfaction shopping using online services, Effect of SST failure on customer satisfaction shopping using online services, customer satisfaction effects shopping using online services to the intention of repurchase in shopping using online services with mediation from recovery from failure to shop using online servicesKeywords: Self Service Technology, Online Shopping Experience, Satisfaction and Repurchase Intention, Critical SD

The Mediation Effect of Trusting Beliefs on the Relationship Between Expectation-Confirmation and Satisfaction with the Usage of Online Product Recommendation

Online Product Recommendations (OPRs) are increasingly available to onlinecustomers as a value-added self-service in evaluating and choosing a product.Research has highlighted several advantages that customers can gain from usingOPRs. However, the realization of these advantages depends on whether and towhat extent customers embrace and fully utilise them. The relatively low OPR USAgerate indicates that customers have not yet developed trust in OPRs’ performance.Past studies also have established that satisfaction is a valid measure of systemperformance and a consistent significant determinant of users’ continuous systemusage. Therefore, this study aimed to examine the mediation effect of trustingbeliefs on the relationship between expectation-confirmation and satisfaction. Theproposed research model is tested using data collected via an online survey from626 existing users of OPRs. The empirical results revealed that social-psychologicalbeliefs (perceived confirmation and trust) are significant contributors to customersatisfaction with OPRs. Additionally, trusting beliefs partially mediate the impactof perceived confirmation on customer satisfaction. Moreover, this study validatesthe extensions of the interpersonal trust construct to trust in OPRs and examinesthe nomological validity of trust in terms of competence, benevolence, andintegrity. The findings provide a number of theoretical and practical implications.&nbsp

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

Antecedents and consequences of stress in retailing: environmental expectations and promoter scoring

Purpose: The aim of this paper is to examine the effects of the disconfirmation of expectations of crowding and mall accessibility, on stress and two marketing outcomes, satisfaction and promoter scoring. Design/methodology/approach: Data were obtained through two face-to-face surveys from mall shoppers that answered them at two different moments of their shopping experience, before entering the mall and before leaving it. Results are obtained from 230 customers that answered the two questionnaires. Findings: The findings suggest that stress indirectly influences customer promoter scoring through satisfaction, while disconfirmation of expectations influences it directly and indirectly. Practical implications: These results also suggest that stress and disconfirmation of expectations about crowding and accessibility are important in determining promoter scoring. To reduce stress and increase satisfaction and promoter scoring, managers should focus on exceeding customers'' expectations about mall accessibility and on ensuring that customers experience a lower level of crowding than they expected. Originality/value: The article examines Net Promoter Scoring, an outcome that has attracted managers'' attention but little is known about its antecedents. The paper provides evidence of the effect of disconfirmation of expectations and negative emotions on promoter scoring

Modeling Hedonic Consumption Behaviors in Online Shopping

Increasingly, researchers have acknowledged that consumption activities involve hedonic components. Hedonic consumption relates to affective consumer behaviors in that it deals with the emotive and multi-sensory aspects of the consumption experience. Because the online shopping environment is characterized by the existence of an IT-enabled web interface that acts as the focal point of contact between customers and vendors, its design should also embed hedonic elements to create a holistic consumption experience. Drawing on the Expectation Disconfirmation Theory (EDT), this study advances a model that not only delineates hedonic consumer expectations into its constituent dimensions for online shopping but also highlights how these expectations can be best served through properties of aesthetic performance. The model is then empirically verified via an online questionnaire administered to a sample of 84 student participants. Theoretical contributions and pragmatic implications to be gleaned from our proposed model and its subsequent empirical validation are discussed

Stage Antecedents of Consumer Online Buying Behavior

Unlike previous research which adopts simultaneous measures to examine customers’ satisfaction with the entire online shopping experience, this study examines two important stages of online buying behavior: ordering and fulfillment. The explicit consideration of the two stages acknowledges the fact that in an online environment, the two stages are distinct and there is a delay between the time a customer makes an order and the time he receives delivery of the merchandise. Examined are the antecedents and consequences of customer satisfaction in different stages of the online buying process based on the expectation–confirmation model (ECM). Results indicate that the customers’ satisfaction with the ordering process and the fulfillment process, and the perceived usefulness of the website contribute significantly to their intention to continue using a business-to-consumer (B2C) website. It is also shown that the customers’ perceived usefulness affects their satisfaction only with the ordering process but not with the fulfillment process. Implications and limitations are discussed

EXPECTANCY DISCONFIRMATION THEORY ON MILLENIALS CONSUMER BEHAVIOUR IN RETAIL STORE

Millennial is a potential generation for industry, yet they are quite challenging because of their critical attitude and low brand loyalty. Recently, retail stores have noticed the consumers’ shopping journey, especially the millennial generation who pay attention to the process of their shopping journey. As a low-involvement product, this type of product is more often sought by consumers in retail stores, hence consumers more often experience the low-involvement product shopping journey compared to the high-involvement products. However, there is little literature that describes millennial consumer behaviour in low-involvement products. This study aims to analyse how millennial behaviour in the searching process and confirmation of search behaviour can affect consumer output and satisfaction during the shopping trips. This research is a cross sectional study by conducting multiple regression in hypothesis analysis. The regression results indicate that the theory of disconfirmation expectations is statistically proven to occur in searching process for low-involvement products. This study found that there is an effect of disconfirmation that felt by respondents on the output of their shopping experience.Keywords: Retail Search, Search Disconfirmation, Consumer Searching Behaviour, Millennial Generation, Millennial Searching Behaviour

An Examination of a Multidimensional Model of Customer Satisfaction with Internet Purchasing

The World Wide Web and Internet have transformed the competitive business environment and altered the customer-firm relationship by creating a new retailing format and service enterprise. It is rapidly growing as a competitive distribution medium in which customer satisfaction will be a major success factor in the development and maintenance of this new retailing format. Despite its growing importance as a new shopping medium, little empirical research has been conducted that examines the relationship between Internet shopping, customer satisfaction, company image, and future online purchasing. Research is needed to develop theoretical models that will systematically explain and predict behavior related to Internet shopping. The purpose of this dissertation research was to examine how consumers become satisfied with an Internet purchasing experience, how company image is impacted by the shopping experience, and how satisfaction and company image affect future purchase behavior. Specifically, the constructs of information quality, ease of use, value, and expectation congruency were examined to determine their influence on satisfaction and company image in the context of shopping over the Internet. In order to assess the various relationships that exist in the proposed model of customer satisfaction with Internet purchasing, a structural modeling approach was employed. In addition, analysis of variance test of significance was conducted to determine if there were any differences in the mean ratings of satisfaction with an Internet purchase among different groups of consumers. Overall, the results of testing the model in this study support the assertion that a positive and direct relationship exists between customer satisfaction and the intention to continue shopping at a firm\u27s Web site. The results also provide evidence for the factors that significantly influence satisfaction with online shopping. Economic value and ease of use were found to have a positive and direct effect on consumer satisfaction with an Internet purchasing experience. These findings may be important for marketing managers because they can provide guidelines for planning Internet strategies to develop customer satisfaction and maintain customer loyalty. A positive and direct effect between company image and consumers\u27 desires to continue shopping on the firm\u27s Web site was also statistically supported by the data. The factors found to influence a positive company image after shopping at a firm\u27s Web site are ease of use and economic value. The results of the study also revealed that expectations and frequency of Internet shopping affected consumer\u27s ratings of satisfaction. The findings from this study may provide future researchers with evidence to expand their understanding of how the electronic retail medium of the Internet impacts the customer-firm relationship. In summary, this study provides empirical support for the factors that influence satisfaction with an Internet shopping experience, company image, and future purchasing behavior from a firm\u27s Web site