Innovation and quality service factors to customer loyalty in Indonesia telecommunication company by using structural equation modeling method

Dachyar, M.; Hananto, L.

doi:10.1201/b16700-10

Cited by 10 publications

(8 citation statements)

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“…In the online platform especially in the social commerce interaction between the online stores and online shoppers only possible through the interface of the websites which is user-friendly i.e., Easy understandable or the high PEU websites that lead to trust and further helps to decrease the misunderstanding (Blau, 1989). The study also found that the PEU influences the trust of the consumer through customer satisfaction in the telecommunication companies (Dachyar and Hananto, 2014). In the social commerce context, it is also found that the more navigable and usable sites are the more buyers will result in that the online stores worked as an honest and good faith and further leads to increase the consumer perception of the trust.…”

Section: Perceived Ease Of Usementioning

confidence: 76%

Antecedents of online purchase intention in the context of social commerce

Shekhar

Jaidev

2020

IJAMS

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The present growth in the e-commerce platform has opened up social commerce (SC), which uses social media to enhance commerce using social interactions. A thorough literature survey led to the identification of s-commerce dimensions namely, ratings and reviews, forums and communities, recommendations and the referrals. In addition perceived usefulness, perceived ease of use was also identified as factors that may trigger intention to purchase. Trust in social commerce has been identified as a mediator in the relationship between social commerce constructs, perceived ease of use, perceived usefulness and intention to purchase. Stepwise regression was used to understand the strongest predictors of SC adoption. Mediation analysis is also used to establish the role of trust. The study found that trust acts as a mediator between: 1) social commerce construct; 2) perceived usefulness and intention to buy; 3) perceived ease of use and intention to buy. This study added a new construct and empirically tested the relationship among the constructs.

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Section: Perceived Ease Of Usementioning

confidence: 76%

Antecedents of online purchase intention in the context of social commerce

Shekhar

Jaidev

2020

IJAMS

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“…In online shopping, the interactions between online shoppers and online stores only happen through the websites interfaces which means an easy to understand or high perceived ease-of-use websites will lead to the creation of trust and lower misunderstanding (Blau, 1989). The previous study also found that perceived ease of use affects customer trust through customer satisfaction in telecommunication company (Dachyar & Hananto, 2014). In the e-commerce context, it is found that the more usable and navigable a website is, the more a buyer will conclude that the online store operates in good faith, hence increasing customer's perception of trust (Chen & Chi ng, 2013).…”

Section: H1: Perceived Ease Of Use Positively Affects Custmer's Percementioning

confidence: 93%

Factors influencing purchase intention towards consumer-to-consumer e-commerce

Dachyar

Banjarnahor²

2017

102

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“…Lee (2011) found that innovation positively affected customers' loyalty. However, Dachyar & Hananto (2014) and Bersali & Guermat (2014) found the opposite results, in which innovation did not have a direct effect on customers' loyalty; these studies still used innovation measurement items in their traditional context (offline). So, in this study, we use innovation measurement dimensions that are tailored to the e-commerce context.…”

Section: Introductionmentioning

confidence: 95%

Improving Satisfaction and Loyalty of Online Shop Customer Based on E-Commerce Innovation and E-Service Quality

Rahman

Fadrul

Momin

et al. 2022

GADJAH MADA INT. J. BUS.

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The purpose of this study is to develop new knowledge related to innovation in e-commerce, which we call e-commerce innovation, and how its impact on customer satisfaction and loyalty, together with e-service quality, in the context of an online shop in Indonesia. Several measurement items of e-commerce innovation were adopted and modified from the existing literature. To answer how the impact on customer satisfaction and loyalty, then used partial least squares structural equation modeling to analyze data from 400 respondents. Empirical test results found that e-commerce innovation and e-service quality can each increase customer satisfaction and loyalty. It is also known that in the context of online shop customers in Indonesia, its easier to create customer satisfaction than customer loyalty.

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Innovation and quality service factors to customer loyalty in Indonesia telecommunication company by using structural equation modeling method

Cited by 10 publications

References 0 publications

Antecedents of online purchase intention in the context of social commerce

Antecedents of online purchase intention in the context of social commerce

Factors influencing purchase intention towards consumer-to-consumer e-commerce

Improving Satisfaction and Loyalty of Online Shop Customer Based on E-Commerce Innovation and E-Service Quality

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