The Impact of Open-Book Management on Customer Satisfaction: the Mediating Role of Trust

Al-Haraisa, Yazan Emnawer

doi:10.26668/businessreview/2022.v7i4.e453

Cited by 3 publications

(4 citation statements)

References 13 publications

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“…A positive brand sensescape can also impact consumer intentions to repurchase the product, ultimately leading to changes in consumer behavior. Previous studies documented evidence that brand experience (i.e., sensescape) has a positive impact on customer satisfaction and repurchase intention (Al Haraisa, 2022;Moreira et al, 2017;Toding & Mandagi;. The results indicated that customers who had a positive brand sensescape were more likely to be satisfied with the brand and more likely to repurchase the product.…”

Section: Hypothesis Developmentmentioning

confidence: 89%

Small Medium Enterprises Brand Gestalt: A Key Driver of Customer Satisfaction and Repurchase Intention

Rantung¹,

Mandagi²,

Wuryaningrat³

et al. 2023

J. Professional Business Review

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Purpose: There has been a lack of empirical research examining the relationship between brand gestalt, customer satisfaction, and repurchase intention. The present study aims to fill this theoretical gap by analyzing the influence of brand gestalt on customer satisfaction and repurchase intention in the context of Small and Medium Enterprises (SMEs). Theoretical framework: Brand gestalt is a crucial construct that explains the comprehensive perception of a brand held by customers, and its importance in constructing brand meaning is paramount. Design/methodology/approach: The study employed a quantitative survey approach, using purposive sampling to collect data from 344 SME customers in Manado, Indonesia. The hypotheses were tested using partial least squares structural equation model (PLS-SEM). Findings: The empirical results demonstrated that the four dimensions of brand gestalt (namely, story, sensescape, servicescape, and stakeholder) are significant predictors of customer satisfaction. Additionally, both brand sensescape and servicescape exert a significant impact on customer intention to repurchase, both directly and through the mediating effect of customer satisfaction. While the direct relationship between the story and repurchase intention was not found to be significant, this result provides support for the complete mediating role of customer satisfaction. Research, Practical & Social implications: These findings provide valuable insights for SME practitioners in formulating brand strategies, highlighting that an effective story, sensescape, and servicescape can lead to customer satisfaction and repurchase intention. Originality/value: This study contributes to the existing literature on SME branding by providing the first empirical evidence on the link between brand gestalt, customer satisfaction, and repurchase intention. Moreover, it can aid in the development of effective branding strategies and improve the competitiveness and performance of small businesses, which can have a positive impact on local economies and communities.

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Section: Hypothesis Developmentmentioning

confidence: 89%

Small Medium Enterprises Brand Gestalt: A Key Driver of Customer Satisfaction and Repurchase Intention

Rantung¹,

Mandagi²,

Wuryaningrat³

et al. 2023

J. Professional Business Review

View full text Add to dashboard Cite

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“…Therefore, customer satisfaction can act as a mediator connecting service quality to customer loyalty (Fernandes & Solimun, 2018). Therefore, the seventh hypothesis of this study is: H7: customer satisfaction mediates the effect between e-service quality and customer loyalty on inDrive application users in Indonesia Customers are the main indicator that must be prioritized for every business, and one way is through marketing activities (Haraisa, 2022), and customer trust is important to maintain because it has an impact on the continuity of the company's interpersonal relationships with Putra, W. P., Hendayani, R., Hidayah, R. T. (2023) Ipma's Analysis on Factors Affecting Indrive Indonesia's Customer Loyalty customers. Trusts is something that is seen by the company as an important tool in every industry, because everything is developed through consumer interaction with other people (Setiawan & Sayuti, 2017).…”

Section: Hypothesismentioning

confidence: 98%

Ipma's Analysis on Factors Affecting Indrive Indonesia's Customer Loyalty

Putra,

Hendayani,

Hidayah

2023

J. Professional Business Review

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Purpose: The purpose of this study was to identify the factors that influence customer loyalty to indrive application users in the city of Bandung, Indonesia using IPMA analysis on SmartPLS Theoretical framework: This research is a development of theoretical aspects of the online transportation industry in Indonesia which consists of app design and trust variables as moderator variables between e-service quality and customer satisfaction. Then there is price, value for money and perceived quality which affect customer satisfaction, and customer satisfaction will affect customer loyalty. Design/methodology/approach: This study uses a quantitative method with data sources derived from surveys through the distribution of online questionnaires to 160 inDrive application users. The data analysis technique used is SEM-PLS and IPMA Analysis using SmartPLS software. Findings: Customer satisfaction is the variable that most influences customer loyalty of inDrive application users in Bandung based on IPMA Analysis, because it has the highest performance value when compared to other variables Research, Practical & Social implications: InDrive management must pay attention to customer satisfaction for each inDrive application user in the city of Bandung in order to achieve, maintain the consistency and sustainability of the inDrive company in the city of Bandung to maintain customer loyalty. Originality/value: The study is the first study conducted to analyze the factors that influence customer loyalty in indrive application users in the Bandung City, Indonesia, so that it can be a reference and additional reference on academic knowledge and managerial aspects.

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“…They then examined the correlation between recommendation, consumer satisfaction, online shopping experience, and trust. Making decisions while shopping online is popular because it undoubtedly has the recommendations, consumer satisfaction, online shopping experience, and trust needed to make wise decisions (Haraisa, Y. E. A. 2022).…”

Section: Trustmentioning

confidence: 99%

“…intentions and concerns(Haraisa, Y. E. A. 2022)Thus, trust plays a pivotal role in the decision-making process of online shopping, and it is essential for an e-seller to establish trust with their consumers in order to ensure high consumer satisfaction and a greater likelihood of a recommendation (MA & YAO, 2013) .…”

mentioning

confidence: 99%

Modeling the Nexus Between Perceived Value, Risk, Negative Marketing, and Consumer Trust with Consumers' Social Cross-Platform Buying Behaviour in India Using Smart-PLS

Singh,

Raghuwanshi,

Sharma

et al. 2023

J. of Law and Sust. Develop.

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Purpose: The purpose of the study is to highlight the need for research on the relationship between consumer value, risk, and trust in the context of social cross-platform perceptions, specifically in India. The study aims to provide insights into how these factors influence consumers' cross-platform buying behavior, ultimately contributing to a better understanding of online shopping dynamics and informing strategies for building trust and enhancing consumer experiences in the online shopping environment. Methodology: The research methodology involved conducting a survey among 320 online shoppers in India. The objective was to investigate the relationship between social cross-platform perceptions of consumer value, risk, and trust in the context of online shopping. The researchers developed a questionnaire to collect data on perceived value, risk propensity, trust, and cross-platform buying behavior. Partial least squares (PLS) path modeling were used to analyze the data, revealing significant effects of perceived value, risk propensity, and trust on consumers' cross-platform buying behavior. Finding: This research focuses on the rise of social cross-platform buying behaviour in India and examines the influence of perceived risk, perceived value, trust, and marked negative reporting on consumer behaviour. The study found that consumers' perceptions of perceived risk and perceived value significantly impact their likelihood of using social e-commerce platforms like Meesho. Perceived risk refers to the level of uncertainty or potential harm associated with a purchase, while perceived value refers to the benefits or worth a consumer perceives from a product or service. Marked negative reporting refers to negative reviews or news articles that can impact a consumer's trust in a platform. Managerial implication: The study's managerial implications highlight the importance of reducing perceived risk, increasing perceived value, and building trust to improve social e-commerce marketing strategies. Organizations should be cautious of negative reporting and its impact on consumer behavior. Researchers can gain insights into consumer behavior and the significance of trust and perceived risk in driving purchase decisions in the context of social e-commerce marketing. To encourage cross-platform purchases, companies should address negative reports from other platforms, establish trust with consumers, and find ways to minimize perceived risk associated with social media purchases. Value: A significant contribution to the body of knowledge is achieved through testing and subsequent confirmation of the effects of online purchasing in the study model. This research enhances our understanding of the factors influencing online purchasing in the context of social cross-platform interactions. By investigating the relationship between Risk, Trust and various constructs within the social cross-platform framework, this study provides valuable insights into the dynamics of consumer behavior in the digital era.

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The Impact of Open-Book Management on Customer Satisfaction: the Mediating Role of Trust

Cited by 3 publications

References 13 publications

Small Medium Enterprises Brand Gestalt: A Key Driver of Customer Satisfaction and Repurchase Intention

Small Medium Enterprises Brand Gestalt: A Key Driver of Customer Satisfaction and Repurchase Intention

Ipma's Analysis on Factors Affecting Indrive Indonesia's Customer Loyalty

Modeling the Nexus Between Perceived Value, Risk, Negative Marketing, and Consumer Trust with Consumers' Social Cross-Platform Buying Behaviour in India Using Smart-PLS

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