Buying from Online Supermarkets: The Main Factors Influencing the Experience of Flow, Purchase Intent and E-loyalty

Morales-Solana, Doris; Cotas, Alejandro Alegret; Esteban-Millat, Irene

doi:10.1007/978-3-030-18911-2_22

Cited by 6 publications

(4 citation statements)

References 15 publications

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“…In truth, there was no correlation among product delivery accuracy, product suitability, product completeness, timeliness, and increasing e-customer loyalty. These findings became critical information contradicting previous research 19,26,28 . Observing the values which were greater than the t-table, the t-statistic similarly revealed that only some constructs had positive, significant influences and relationships in increasing e-customer loyalty (see Table 3).…”

Section: Figure 1 Path Diagram Of Research Modelcontrasting

confidence: 81%

“…When this condition happens, it is hard for them to be attracted to similar ones offered by other online supermarkets. It can be observed as they have behavior of making repeated purchase 27,28 . Comprehensibly, e-customer loyalty refers to customers who are satisfied and enthusiastic about certain products and services online 28 .…”

Section: E-customer Loyaltymentioning

confidence: 99%

“…It can be observed as they have behavior of making repeated purchase 27,28 . Comprehensibly, e-customer loyalty refers to customers who are satisfied and enthusiastic about certain products and services online 28 . It becomes the key for one of the most valuable assets for online supermarkets to gain competitive advantages 29 .…”

Section: E-customer Loyaltymentioning

confidence: 99%

“…It becomes the key for one of the most valuable assets for online supermarkets to gain competitive advantages 29 . It is summarized from previous studies that this loyalty is the feeling of pleasure and satisfaction with online products and services bringing continuous purchase enthusiasm 28,30 . E-customer loyalty is in relation to dimensions representing expectations and services such as tangibles, reliability, assurance, responsiveness, and empathy 30 .…”

Section: E-customer Loyaltymentioning

confidence: 99%

See 3 more Smart Citations

Enhancing E-Customer Loyalty to Online Supermarkets during the Covid-19 Pandemic

Kosasi¹,

Vedyanto²,

Yuliani³

2021

TURCOMAT

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The emergence of the COVID-19 pandemic and a need to conduct physical distancing has led to the latest innovation in the form of operating online supermarkets to continue serving the customers digitally. This innovation is, however, inseparable from the influence of e-service quality, an antecedent factor of online sales. The research goal was on determination and ascertainment of the extent of requiring e-customer satisfaction to significantly boost e-customer loyalty. The research employed a survey method and an explanatory follow-up design. 203 respondents having implemented online sales in West Kalimantan successfully returned the questionnaires to researchers. The whole data was collected and processed through Likert Scales, the SEM-PLS analysis tool, and FGDs with 5 key informants. A finding indicates that it is uncertain that e-customer satisfaction is crucially needed for the improvement of e-customer loyalty. It, conversely, turns out that process quality and service recovery undoubtedly have direct, significant influences on e-customer loyalty. In addition to the finding, there is the insignificance of outcome quality for this loyalty.

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Section: Figure 1 Path Diagram Of Research Modelcontrasting

confidence: 81%