Repurchase intention of e-commerce customers in Indonesia: An overview of the effect of e-service quality, e-word of mouth, customer trust, and customer satisfaction mediation

Ginting, Yanti Mayasari; Miran, Ikas; Yusriadi, Yusriadi

doi:10.5267/j.ijdns.2022.10.001

Cited by 62 publications

(55 citation statements)

References 19 publications

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“…However, the effect of cognition on WOM is comparatively stronger than the emotional aspect ( Mai, Nguyen & Nguyen 2021). Ginting et al (2023) argue that a highly satisfied customer is more involved in a positive WOM, and a dissatisfied customer is more inclined toward a negative WOM.…”

Section: Satisfaction and Wom (H2)mentioning

confidence: 95%

Promotion strategies in consumer paradox towards with word of mouth brand equity

Jalees¹,

Kazmi²,

Zaman³

et al. 2023

Rev. Bras. Mark.

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Objective of the study: This study is unique because it has incorporated two concepts, brand equity, and WOM, in a model to understand how the factors assimilate and improve consumers' understanding of WOM and brand equity. The study have focused on the local allied brand. Methodology:The study used the mall intercept method to collect data based on a self-administered questionnaire. The study distributed 415 blank questionnaires and received 403 filled questionnaires. The study have used Smart PLS for statistical analysis that included reliability and validity analyses, Findings:The study have used Smart PLS version 3.3 for statistical analysis, and test propositions relations to the consumer psychology, the study results supported seven hypotheses. The study did not find support on (i) perceived quality and WOM and (ii) satisfaction and WOM. Similarly, of the seven indirect hypotheses, the study also did not find support for three, which are (i) Association mediates awareness and brand equity, (ii) WOM mediates perceived Quality and brand equity, and (iii) WOM mediates satisfaction and brand equity. Theoretical Contributions:The study has tested a multi-mediating relationship which will provide more insight into the discussed phenomenon. It is the first study incorporating four drivers of WOM and four drivers of brand equity in a single study. The study adopted a holistic approach by testing seven direct, nine indirect, and one multi-mediating relationship Significance of the study: Perhaps, this is the first study that has developed a new model containing four variables associated with brand equity and another four related WOM in one study. Past studies have examined brand image and WOM with a narrow perspective. Most of them have used about seven or eight relationships. The study has taken a holistic approach and examined nine direct and seven mediating relationships. A holistic approach is necessary as the study has four antecedents related to WOM and four related to brand equity.

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Section: Satisfaction and Wom (H2)mentioning

confidence: 95%

Promotion strategies in consumer paradox towards with word of mouth brand equity

Jalees¹,

Kazmi²,

Zaman³

et al. 2023

Rev. Bras. Mark.

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“…Decision making with the help of new technology is important to solve the socio-economic problems [31][32][33][34][35][36]. Therefore, restaurant owners and managers are increasingly focusing on improving their online reputation and customer reviews to enhance their business performance [36][37][38]. They are adopting various strategies such as improving the quality of food and service, engaging with customers through social media, and incentivizing customers to leave reviews on online platforms like Zomato.…”

Section: Methodsmentioning

confidence: 99%

Customer experience and satisfaction: Importance of customer reviews and customer value on buying preference

2023

IRJMETS

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With the emergence of internet platforms like Zomato, and Swiggy the restaurant business has seen a considerable upheaval over the last few years. Customers now obtain details about other eateries, including their menus and client ratings, thanks to these portals. Customers now extensively rely on customer evaluations when choosing a restaurant because they have become a crucial component of their decision-making process. This study intends to examine how restaurant ratings on Zomato, specifically in the Navi Mumbai region, affect consumers' preferences for eateries. The study examines the connection between patron evaluations, restaurant evaluations, and purchasing preferences. The study combines a qualitative examination of customer reviews from Zomato with a quantitative analysis of data gathered through questionnaire survey. The study shed light on the variables that affect patrons' decisions when choosing a restaurant and the significance of patron reviews in this process. This study will be helpful for restaurants operating on Zomato to understand how online reviews plays a major part in the buying behaviour of a consumer and effective business development.

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“…Setelah menerima informasi, bagaimana konsumen menanggapi merespon bila ditanya apakah Anda (pasti, mungkin, mungkin tidak, pasti tidak) membeli produk tersebut?. Dan kemudian konsumen tersebut mempertimbangkan niat membeli produk yang dimaksud berdasarkan informasi dan evaluasi sebelumnya (Ginting et al 2023). Penelitian ini menyimpulkan repurchase intention adalah bagaimana timbulnya rasa niat untuk membeli kembali suatu produk dari konsumen setelah menilai dan mengevaluasinya dimasa datang.…”

Section: Repurchase Intentionunclassified

Anteseden Repurchase Intention: Studi Empiris Pada Konsumen Vitamin C Saat Pandemi Covid-19 Di Jakarta

Briliana,

Fialim

2023

JBA

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This study aims to examine and analyze how the influence of Brand Trust, Perceived Value and Halal Concern on Brand Preference and Satisfaction and their consequences on Repurchase Intention of consumers of vitamin C products in Jakarta. This research design uses descriptive and causal research by measuring all variables using a Likert scale consisting of 5 points. The sampling technique used was the purposive sampling method which was carried out by distributing questionnaires to 281 respondents. Statistics for data processing with the Structural Equation Model (SEM) analysis method used in this study are SmartPLS version 3.0 and IBM SPSS. The results of this study explain that Brand Trust, Perceived Value and Halal Concern affect Brand Preference and Satisfaction. It was identified that Halal Concern had the most influence on Brand Preference and Satisfaction. Meanwhile, Brand Preference has a higher impact than Satisfaction on Repurchase Intention on vitamin C consumers in Jakarta. The implication of this research is vitamin C producers should register their products to get halal certificate to increase their sales.

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Repurchase intention of e-commerce customers in Indonesia: An overview of the effect of e-service quality, e-word of mouth, customer trust, and customer satisfaction mediation

Cited by 62 publications

References 19 publications

Promotion strategies in consumer paradox towards with word of mouth brand equity

Promotion strategies in consumer paradox towards with word of mouth brand equity

Customer experience and satisfaction: Importance of customer reviews and customer value on buying preference

Anteseden Repurchase Intention: Studi Empiris Pada Konsumen Vitamin C Saat Pandemi Covid-19 Di Jakarta

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