Customer Loyalty During Pandemy: Understanding Loyalty Through The Lens of Online Ride Hailing Service Quality

Pratondo, Katon; Zaid, Zaid

doi:10.23887/ijssb.v5i1.30933

Cited by 5 publications

(5 citation statements)

References 38 publications

(60 reference statements)

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“…It means that the higher the E-Service Quality, the more likely it is to increase e-customer loyalty. This study supports previous research (Pratondo and Zaid, 2021;Handayani, Widowati and Nuryakin, 2021;Muharam, Chaniago, Endraria and Harun, 2021) which stated that e-service quality has a positive and significant effect on e-customer loyalty.…”

Section: Resultssupporting

confidence: 91%

The Effect of E-Service Quality on E-Customer Loyalty with E-WOM and Brand Image as Mediating Variables (Study on Shopee Food Consumers in Malang City)

Puspita¹,

Rofianto

Dhewi

2022

IJHESS

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The development of the world of business and trade cannot be separated from technological advances. Applications for ordering food and beverages facilitate consumers to order online by using smartphone when they do not have much time to come directly to the store (offline). The aim of this study is that to find out Shopee Food Indonesia, which will be a strong competitor for other food and beverage service companies. This study was a quantitative research using SPSS 25. The populations in this study were consumers who used Shopee Food with a sample of 280 respondents. Meanwhile, the analysis technique used path analysis and Sobel test. The results of the description analysis of the E-Service Quality variable on E-Customer Loyalty with E-WOM and Brand Image resulted in a value in the very good category. The results of this study show that (1) E-Service Quality is proven to have a direct positive and significant effect on E-WOM. (2) E-Service Quality is proven to have a direct positive and significant effect on Brand Image. (3) E-Service Quality is proven to have a direct positive and significant effect on E-Customer Loyalty. (4) E-Service Quality is proven to have a direct positive and significant effect on E-Customer Loyalty. (5) E-Service Quality is proven to have a direct positive and significant effect on E-Customer Loyalty. (6) E-WOM is able to mediate the relationship between the influence of E-Service Quality on E-Customer Loyalty. (7) Brand Image is able to mediate the relationship between the influence of E-Service Quality on E-Customer Loyalty. The suggestions for Shopee Food Indonesia is that it should improve the quality of the system, merchants and employees; besides, stay active on all social media such as Instagram, Facebook, Twitter, etc. It is expected that with social media, it can provide information between companies and consumers.

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Section: Resultssupporting

confidence: 91%

The Effect of E-Service Quality on E-Customer Loyalty with E-WOM and Brand Image as Mediating Variables (Study on Shopee Food Consumers in Malang City)

Puspita¹,

Rofianto

Dhewi

2022

IJHESS

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“…On the other hand, in the hotel industry of Ghana, Anabila et al (2021) found a positive impact of service quality on customer delight and a positive mediating impact of customer delight between service quality and customer loyalty. Pratondo and Zaid (2021) conducted their study to analyze customer loyalty during the COVID-19 pandemic towards the online ride-hailing industry in Indonesia, and the findings of their study suggested that service quality has a positive impact on customer delight, and customer delight positively mediates the relationship between service quality and customer loyalty. Contrary to this, Hadiwijaya et al (2021) reported that there is no significant effect of service quality on cus-tomer delight.…”

Section: Customer Delightmentioning

confidence: 99%

Role of Service Quality in Improving Customer Loyalty towards Telecom Companies in Hungary during the COVID-19 Pandemic

et al. 2021

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The telecommunication sector is one of the most rapidly growing sectors in the world. The COVID-19 pandemic has created an increased dependence of customers on telecommunications to continue their work and studies. The increased usage of internet and telecom services during the COVID-19 pandemic has brought many risks and challenges for the telecom companies to meet the requirements of the consumers. In this regard, it is crucial to understand the factors affecting customer loyalty towards telecom companies during the COVID-19 pandemic. This study is conducted to evaluate the effect of service quality, perception towards promotional packages, and customer delight on customer loyalty towards telecom companies in Hungary. The study also examined the mediating role of customer delight and perception towards promotional packages between service quality and customer loyalty. Another aim of the study is to compare the behavior of Hungarian customers and foreign customers living in Hungary towards telecom companies in the course of the COVID-19 pandemic. The study used a linear snowball sampling method and a well-structured questionnaire to collect the data. In total, 589 completed responses were used for analysis out, of which 208 responses are from Hungarian customers and 381 are from foreigners. To analyze the collected data, regression analysis was applied by using AMOS 22 package. The results of our study revealed that service quality and perception towards promotional packages positively influence customer loyalty among both Hungarian and foreign customers. On the other hand, customer delight significantly influences customer loyalty only among foreign customers. The results also proved the mediating role of promotional packages and customer delight between service quality and customer delight. This study will provide significant practical implications for managers of telecom companies in Hungary.

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“…Finally, it strengthens customers’ willingness to refer the bank to other people, including family members and peers (Purwanto et al , 2020). As a result, delight is a stimulant of loyalty and referral intention that is influenced by feelings of surprise in the service delivery process (Pratondo and Zaid, 2021; Zaman et al , 2021).…”

Section: Introductionmentioning

confidence: 99%

A relationship marketing perspective on delight, its antecedents and outcomes in a banking context

Svotwa

Makanyeza²,

Roberts-Lombard³

et al. 2023

EBR

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Purpose This study aims to explore the influence of surprise and delight on the loyalty intentions of retail banking customers in an emerging market context. This study also considers the moderating effect of trust on these relationships. Design/methodology/approach Using convenience and purposive sampling methods, data collection was secured from 350 customers in the retail banking industry who are delighted with their banks. Findings This study found that for delightful experiences to occur, customers need to be surprised and see value in the product/service offered by the retail bank, coupled with the expertise of employees in delivering the service. Research limitations/implications The sample’s demographic profile was mostly skewed towards the younger generation (individuals 20–39 years of ages), meaning the results could be biased towards this group. Practical implications Retail banks need to create delightful experiences, as they are more memorable and leave a permanent mark in customers’ minds. Originality/value Limited studies have explored the relationship between delight, its antecedents and outcomes in a developing African market context, such as Botswana, hence the contribution of this study to literature.

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Customer Loyalty During Pandemy: Understanding Loyalty Through The Lens of Online Ride Hailing Service Quality

Cited by 5 publications

References 38 publications

The Effect of E-Service Quality on E-Customer Loyalty with E-WOM and Brand Image as Mediating Variables (Study on Shopee Food Consumers in Malang City)

The Effect of E-Service Quality on E-Customer Loyalty with E-WOM and Brand Image as Mediating Variables (Study on Shopee Food Consumers in Malang City)

Role of Service Quality in Improving Customer Loyalty towards Telecom Companies in Hungary during the COVID-19 Pandemic

A relationship marketing perspective on delight, its antecedents and outcomes in a banking context

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