Peran Mediasi E-Satisfaction Dan E-Trust Terhadap E-Loyalty

Asih, Rayi Retno Dwi; Pratomo, Luki Adiati

doi:10.25105/jmpj.v11i1.2537

Cited by 17 publications

(19 citation statements)

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“…This research finds that brand satisfaction influences the brand loyalty of the banking industry (Khan et al, 2016a). The other researches also support the existing studies that consumer satisfaction has led to brand loyalty and online satisfaction positively related to online loyalty (Laukkanen, 2012;Hepola et al, 2017;Asih & Pratomo, 2018).…”

Section: Hypothesis Testingsupporting

confidence: 84%

Online Brand Experience: Drivers and Consequences

Pratomo¹,

Magetsari²

2018

JDM

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The purpose of this study is to determine the influence of brand involvement, customer-brand engagement, online brand experience to brand satisfaction and brand loyalty of mobile banking applications users in BCA, Bank Mandiri, BRI, and BNI as the big four most valuable brands in Indonesia. This study used primary data sources obtained directly by distributing questionnaires to 260 respondents. The sampling method used is non-probability sampling with purposive sampling technique, and the criteria of respondents used in this study are consumers who own and use mobile banking applications at least once a month. The research method used is SEM, analysis of data quality using a validity test and reliability test. The findings of this study are Brand Involvement has a positive effect toward Customer Brand Engagement, Customer Brand Engagement has a positive effect toward Online Brand Experience, Online Brand Experience has a positive effect toward Brand Satisfaction and Brand Loyalty. Brand Satisfaction has a positive effect toward Brand Loyalty.

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Section: Hypothesis Testingsupporting

confidence: 84%

Online Brand Experience: Drivers and Consequences

Pratomo¹,

Magetsari²

2018

JDM

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“…Bismo, Sarjono, & Ferian (2018) found that service quality has a positive and significant effect on customer satisfaction and has a positive but insignificant effect on customer loyalty. Research conducted by Aramita et al (2018) found that not all aspects of quality affect loyalty, that is only tangible, responsive, reliability, and assurance did, whereas empathy only indirectly affects loyalty through consumer satisfaction. Other findings by Su et al (2019) showed that perceptions of service quality, engagement and satisfaction were be good predictors of passenger loyalty, while the direct relationship between perceptions of safety and loyalty has not been confirmed.…”

Section: Introductionmentioning

confidence: 94%

Unlocking The Secret of E-Loyalty: A Study from Tiktok Users in China

Susilo¹

2020

IJEBE

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TikTok is a recent global phenomenon and in the first quarter of 2020 alone it has TikTok been downloaded 315 million times. People love it because it allows them to spur creativity in video content and increase their online presence. Founded by a Chinese company, this social networking application has become a trend for about 400 million loyal users in China. However, studies about how people become loyal to TikTok are lacking. This study aims to examine the effect of service quality and satisfaction to loyalty of TikTok users in China. Since the study was focused in an online environment, the terms E-service quality, E-satisfaction and E-loyalty are used instead of the conventional ones. SEM-PLS was employed to analyze valid and reliable data which was successfully collected from 400 Chinese TikTok users. The result confirmed that E-service quality affects significantly and positively E-satisfaction and E-loyalty, E-satisfaction also significantly and positively affects E-loyalty and E-satisfaction mediates the relationship between E-service quality and E-loyalty. Since the TikTok application is easy to use with interesting features for its users, the company has successfully delivered information about the booming of TikTok use all over the world and impressing users so that they have high trust in the application’s ability to make them more famous and socially famous. Therefore users believe that TikTok can provide them something better than what they expected. When reality exceeds the expectation, customers will be satisfied. TikTok is also believed to have a good, reliable and available system.

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“…Just focuses on results to get to the real thing with the effort. In research (Asih and Pratomo, 2018), women prefer to purchase various goods simultaneously or at the same time. Women are also said to often buy things for themselves and their families at the same time.…”

mentioning

confidence: 99%

“…Because it said that women influence the family where it is said that 74% of families in Indonesia leave financial matters to women who are considered as financial directors in the family so that purchasing decisions in a family depend on women (Revita, 2016). According to women's point of view, going shopping is considered an activity because they enjoy it (Asih and Pratomo, 2018). Female shoppers perceive shopping as a stress reliever that does this activity in a relaxed and time-consuming manner (Asih and Pratomo, 2018).…”

mentioning

confidence: 99%

“…According to women's point of view, going shopping is considered an activity because they enjoy it (Asih and Pratomo, 2018). Female shoppers perceive shopping as a stress reliever that does this activity in a relaxed and time-consuming manner (Asih and Pratomo, 2018). However, data was found that it turns out that in Indonesia the number of male shoppers is higher than female shoppers for online shopping.…”

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confidence: 99%

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The Effect Of Perceived Benefits In Formatting Male Online Shoppers’ Attitude

Kristiyono

Roring²,

Beny³

2021

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This study addresses (1) whether the convenience is the multidimensional construct in perceived benefits. (2) whether the price is the multidimensional construct in perceived benefits. (3) whether the product variety is the multidimensional construct in perceived benefits. (4) whether the perceived benefit influence to the attitude towards online shopping. (5) whether the attitude towards online shopping influence on the online purchase intention. The data used in this study is collected from total of 240 respondents who are male and users of 10 most widely used e-commerce in Indonesia. The study reveals that perceived benefits are a multidimensional construct that is reflection in three dimensions, namely convenience, price, and variety product. Second, perceived benefits have a positive relationship to attitudes toward online shopping among men. Third, attitude toward online shopping have a positive relationship to online purchase intention. E-commerce companies' perceived benefits can have a positive influence on consumer's online attitudes.

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Peran Mediasi E-Satisfaction Dan E-Trust Terhadap E-Loyalty

Cited by 17 publications

References 0 publications

Online Brand Experience: Drivers and Consequences

Online Brand Experience: Drivers and Consequences

Unlocking The Secret of E-Loyalty: A Study from Tiktok Users in China

The Effect Of Perceived Benefits In Formatting Male Online Shoppers’ Attitude

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