Modeling the relationship between perceived values, e-satisfaction, and e-loyalty

Wang, Li; Prompanyo, Manoch

doi:10.5267/j.msl.2020.3.032

Cited by 8 publications

(5 citation statements)

References 1 publication

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“…The relationship between the two variables is significantly positive. These results are in line with the research of Wang and Prompanyo (2020), which states that customer satisfaction can mediate the perceived value of customer loyalty on e-commerce sites. The study explained that perceived functional value, procedural value, and social value have a significant favorable influence on customer loyalty through customer satisfaction.…”

Section: Resultssupporting

confidence: 91%

Antecedents of Customer Loyalty: Study from the Indonesia’s Largest E-commerce

Rizan¹,

Febrilia²,

WIBOWO³

et al. 2020

JAFEB

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This study examines the effect of service quality and perceived value on customer loyalty with the intervening role of customers' satisfaction in the e-commerce industry. The research method uses a quantitative research design with a survey model. The sample used in this study is Tokopedia consumers who live in DKI Jakarta and have done online shopping at Tokopedia at least twice in the last six months. All variables used were reliable and valid and met the research requirements. The object of this research were the 200 customer respondents who had made purchases on the largest e-commerce platform of Indonesia, Tokopedia. Data analysis was done by using SPSS and Structural Equation Modeling (SEM). The results show that: first, the service quality and perceived value affect customer satisfaction positively. Second, there is a mediating effect of customer satisfaction on the relationship between service quality and perceived value on customer loyalty. Third, service quality and perceived value directly affect customer loyalty positively but insignificantly. The result implies that the role of customer satisfaction is significant in creating loyalty. In the e-commerce industry, good quality and perception could positively influence customers but not necessarily form loyalty. For that, e-commerce players should pay a lot of attention on customer satisfaction.

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Section: Resultssupporting

confidence: 91%

Antecedents of Customer Loyalty: Study from the Indonesia’s Largest E-commerce

Rizan¹,

Febrilia²,

WIBOWO³

et al. 2020

JAFEB

View full text Add to dashboard Cite

show abstract

“…The researcher is expecting that positive consumers perceived value about a certain website will make the consumers more satisfied. as this hypothesis is compatible with other studies hypothesis such as: (Berraies, Yahia, & Hannachi, 2017;Sai Vijay, Prashar, & Sahay, 2019;SastryT & Rao, 2017;L. Wang & Prompanyo, 2020).…”

Section: Proposed Model and Relationssupporting

confidence: 93%

Impact of Website Qualities on E-satisfaction among Consumers on Saudi Online Retailers

Alshhadat¹,

Raju²

2020

theijbm

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Impact of Website Qualities on E-satisfaction among Consumers on Saudi Online Retailers 1. Introduction E-business has progressively turn out to be a vital aspect of a corporate strategy (Davis & Comeau, 2020). Internet and information technology have made unbelievable aids to business revolution (Smith & Friedman, 2019). The indications exposed that the Internet becomes an important driver of change in numerous businesses in the former years(Soto-Acosta, Popa, & Palacios-Marqués, 2016). The online businesses deliver more contented, quicker, and wellorganized professional contract in comparison with other traditional business. One business that has been dramatically affected by the Internet is the retail industry (Bi, Davison, & Smyrnios, 2017). The Internet creates a brand-new relationship with the sellers and provides enormous opportunities for cost reduction and boost potential sales from the retail sector. It helps to customers, looking for information about products information (Alos-Simo, Verdu-Jover, & Gomez-Gras, 2017), and also compare different prices easily (Shulga et al., 2016). Customer Satisfaction has been essential in marketing due to its influence on customer retention and behavioural intention (Phuong & Dai Trang, 2018). Pandey, (2016) defined customer satisfaction as a psychological condition resulting when the emotion surrounding disconfirmed expectations is tight with the consumer's prior feelings about the consumption experience. Additionally, customer satisfaction is a sign as a generator of repeated purchasing behaviour reduces customer complaints and makes obstacles to changing to others. The other factor in a company is the quality of the site. Quality of the website helps firms acquire a loyal customer and achieve a competitive advantage (Thomas, 2016).The Importance of website quality has researched in many types of research and from other viewpoints. For example Alos-Simo et al., (2017)researched hotel website and reveal a set of features like hotel facilities, reservation info, contact info, site management are the most important in developing successful hotel websites. Additionally, the research by Ho et al., (2017) signalled information quality, security, site performance, customer relationships, responsiveness are the vital factors for an online shopping site. Those factors have a robust predictive capability concerning online customer satisfaction and loyalty (Chatzoglou & Chatzoudes, 2016). Well-designed website influences the customers' satisfaction, consumers' attitudes and expectations and motivates them to continue browsing the site. The thoughtful layout which carefully contained the customers' requirements and desires make the customers also satisfy. Satisfied customers have a substantial impact on customer loyalty (Shulga et al., 2016).

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“…The web effectiveness variable is the most significant influence on e-satisfaction along with a mediating role of e-satisfaction between web atmospheric cues with e-loyalty; this also confirms the result of research from Mazaheri et al [13]. Kumar [4]; Quan et al [5]; Wang and Prompanyo [14] state that brand equity has a strong relationship with e-satisfaction. However, few previous researchers have examined the relationship between a brand's web atmospheric cues to e-satisfaction [15], [2].…”

Section: Introductionsupporting

confidence: 83%

The Impact of Brand Equity, E-Brand Experience, and Web Entertainment Toward E-Satisfaction and E-Loyalty on Marketplace

Suthianto

2023

IJECS

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The recent internet development and technology have changed people's perspectives of online shopping. Not only consumers only use the marketplace to purchase but also to compare price, quality, benefit, features, or after-sales services that a company provides. This research aims to determine the effect of brand equity, e-brand experience, and web entertainment on consumer satisfaction and loyalty. This quantitative study uses the Structural Equation Model method, data processing, and analysis using SPSS 24 and Lisrel 88 software. The respondents in this research are 207 millennial generations in Indonesia and have filled out questionnaires distributed online through Google Forms. The result of this study indicates that perceived quality, brand association, e-brand experience, and web entertainment variables affect the e-satisfaction variable. Esatisfaction variable has a substantial impact on the e-loyalty variable in the marketplace. In contrast, the brand awareness variable does not affect the e-satisfaction variable. The managerial implication given from this research to marketplace management in Indonesia is to improve the quality, level of entertainment, and performance of the marketplace to increase consumer satisfaction. This consumer satisfaction will increase consumer loyalty to the market they use.

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Modeling the relationship between perceived values, e-satisfaction, and e-loyalty

Cited by 8 publications

References 1 publication

Antecedents of Customer Loyalty: Study from the Indonesia’s Largest E-commerce

Antecedents of Customer Loyalty: Study from the Indonesia’s Largest E-commerce

Impact of Website Qualities on E-satisfaction among Consumers on Saudi Online Retailers

The Impact of Brand Equity, E-Brand Experience, and Web Entertainment Toward E-Satisfaction and E-Loyalty on Marketplace

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