Effect of Online Buying Experience on Customer Loyalty

Ariyono, Kurniawan Yunus; Irdiana, Sukma; Darmawan, Kusnanto

doi:10.53625/ijss.v1i5.1293

Cited by 3 publications

(1 citation statement)

References 8 publications

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“…While there has been a significant increase in online shopping nowadays, the negative effects of online buying are becoming more relevant. Consumer priorities are more concerned with their purchasing decisions and among the fundamental challenges faced by many companies that focus on online businesses is how to gain and maintain customer loyalty (Ariyono et al, 2022;Changchit et al, 2019;Suresh & Biswas, 2020). In many purchase intention studies, researchers frequently identify how the benefits gained while making a transaction can influence purchase intention (Dewi et al, 2020;Peña-García et al, 2020;Rungsrisawat et al, 2019).…”

Section: Introductionmentioning

confidence: 99%

The Factors Influencing A Customer’s Purchase Intention on Online Shopping Website

Bahari

2024

The European Proceedings of Social and Behavioural Sciences

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Nowadays, the advancement of the internet creates opportunities for product marketing and the introduction of new forms of retail transactions, and it has resulted in a remarkable increase in online shopping activities. Therefore, it is important for the industry to identify the main determining factors in consumer purchase intentions. The aims of this study are to reveal the influence of customer trust on perceived risks and purchase intentions as well as the effect of perceived benefits on purchase intentions. A survey approach was employed to collect data from 268 online shoppers, and quantitative analysis has been used to evaluate the hypotheses. The study discovered that customers' perceived benefit, perceived trust, and perceived risk all had a significant influence on their purchasing intentions. The implications of these findings go far beyond academia, providing useful information to online advertisers. Marketers with a detailed awareness of the elements influencing customers' purchasing intentions can proactively address these determinants, consequently improving the business's overall success and efficacy in fulfilling customer satisfaction. Fundamentally, this study contributes valuable insights to the body of knowledge necessary for managing the complexities of the contemporary digital marketplace.

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Section: Introductionmentioning

confidence: 99%

The Factors Influencing A Customer’s Purchase Intention on Online Shopping Website

Bahari

2024

The European Proceedings of Social and Behavioural Sciences

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The importance of retail behavior quality to maintain consumers’ loyalty: findings from Indonesian micro retail businesses

Fatimah,

Suroso,

Irawan

et al. 2024

Innovative Marketing

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The rapid retail development has led to increasingly fierce competition, and micro retail businesses need innovation to survive and thrive. Retail innovation is reflected in the quality of consumers’ behavior in making purchase decisions. Therefore, this study aimed to analyze the role of retail behavior quality as an intervening variable on merchandise offer and store image on consumers’ loyalty in micro retail businesses. In this study, the confirmatory and explanatory methods were used, and it was conducted in Jember Regency, East Java, Indonesia with a sample size of 306 consumers of micro retail businesses. Moreover, the data were obtained through a questionnaire, and Partial Least Squares-Structural Equation Modeling analysis was used to determine the direct and indirect effects. The results showed that merchandise offer had a positive and significant effect on consumers loyalty both directly and indirectly through retail behavior quality with total effect of 50.4%. Store image had no significant direct effect on consumers loyalty. However, it had a positive and significant direct effect on consumers through retail behavior quality with total effect of 22%. In this context, retail behavior quality played an important role in increasing consumers’ loyalty to micro retail businesses. These results contributed to improved retail quality behavior oriented towards transparency in quality of goods, employee attitudes, in-store environment, product arrangement, and established good relationships with consumers to maintain loyalty. AcknowledgmentThe authors are grateful to the Muhammadiyah University of Jember for funding thisresearch.

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Reviews, trust, and customer experience in online marketplaces: the case of Mercado Libre Colombia

Peña-García,

Losada-Otálora,

Auza

et al. 2024

Front. Commun.

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PurposeThe research focuses on the crucial role of online reviews in shaping consumer trust in e-commerce platforms, examining the impact of perceived authentic and fake reviews on purchasing decisions and platform reputation. It assesses how consumers perceive review authenticity and quality and their effects on trust levels in reviews, marketplaces, and reputation systems. It also explores the relationship between trust forms and overall experiences.Design/methodologyA quantitative approach is employed, utilizing a questionnaire distributed to recent Mercado Libre buyers. To test hypotheses, data from 326 valid responses are analyzed using confirmatory factor analysis and Partial Least Squares Structural Equation Modeling (PLS-SEM).FindingsFindings reveal that fake review perception negatively affects trust in rating systems, while high-quality reviews positively influence all trust forms. Customer experience is directly impacted by trust in marketplaces and rating systems, indicating a mediation effect of trust in the rating system on the relationship between fake review perception and customer experience.Research limitations/implicationsLimitations include using a convenience sample and focusing on trust in the rating system rather than reviews or the marketplace, suggesting avenues for future research. Practical implications include recommendations to ensure review quality, enhance rating system controls, and promote review usage in the purchase process.OriginalityThe study addresses a timely and relevant gap in understanding the impact of reviews on e-commerce trust, particularly within the context of Latin America and Mercado Libre’s dominance in the region’s e-commerce landscape.

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Effect of Online Buying Experience on Customer Loyalty

Cited by 3 publications

References 8 publications

The Factors Influencing A Customer’s Purchase Intention on Online Shopping Website

The Factors Influencing A Customer’s Purchase Intention on Online Shopping Website

The importance of retail behavior quality to maintain consumers’ loyalty: findings from Indonesian micro retail businesses

Reviews, trust, and customer experience in online marketplaces: the case of Mercado Libre Colombia

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