The influence of website functionality, drivers and perceived risk on customer satisfaction in online shopping: an emerging economy case

Tandon, Urvashi; Kiran, Ravi; Sah, Ash Narayan

doi:10.1007/s10257-017-0341-3

Cited by 106 publications

(117 citation statements)

References 66 publications

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“…Menurut Chang & Chen (2008), perceived risk yang berkurang akan meningkatkan peluang pembelian dan penurunan tersebut berguna untuk meningkatkan kepercayaan pelanggan. Perceived risk ditemukan berpengaruh negatif terhadap pengalaman pelanggan (Mbama & Ezepue, 2018) dan kepuasan pelanggan (Chen & Li, 2017;Lainamngern & Sawmong, 2019;Tandon, Kiran, & Sah, 2018). Menurut Meuter, Ostrom, Bitner, & Roundtree (2003), perceived risk menciptakan pikiran yang negatif mengenai teknologi baru dan berpengaruh negarif terhadap kepuasan.…”

Section: Pendahuluanunclassified

Faktor-Faktor yang Memengaruhi Pengalaman dan Kepuasan Pelanggan Perkotaan dalam Pembelian Melalui M-commerce

Berlianto

2020

WIDYAKALA JOURNAL

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This study aims to investigate the factors influencing urban customer experience and satisfaction in mobile commerce (m-commerce). Population of this study are customer of mcommerce Shopee in Jakarta. Data are collected from 188 respondents. PLS SEM in used to analyze the collected data and test the research hypothesis. The result of this study indicate that service quality is strongly linked to customer experience and customer satisfaction. Service quality have a positive effect on customer experience and customer satisfaction, perceived risk have a negative effect on customer satisfaction and customer experience has a posititve effect on customer satisfaction. Practical implication of this study shows that practioner of m-commerce should increase their service quality, reduced the perceived risk of their m-commerce and also increase customer experience in order to make customer satisfied.

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Section: Pendahuluanunclassified

Faktor-Faktor yang Memengaruhi Pengalaman dan Kepuasan Pelanggan Perkotaan dalam Pembelian Melalui M-commerce

Berlianto

2020

WIDYAKALA JOURNAL

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“…The results published by these authors showed that the dimension of efficiency appeared in each of the twenty studies examined as one of the constant dimensions to be considered and assessed when evaluating perceived quality. Among others, authors such as [34][35][36][37] also take the efficiency dimension into account in their models, and establish a positive relationship between efficiency and quality of service in the different online businesses they worked with. We therefore put forward this first hypothesis: Hypothesis (H1): Efficiency directly and positively influences the quality of the service on collaborative accommodation platforms.…”

Section: H1: Efficiency Directly and Positively Influences The Qualitmentioning

confidence: 99%

Exploring Service Quality among Online Sharing Economy Platforms from an Online Media Perspective

et al. 2019

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The sharing economy has become a new socioeconomic activity that allows the co-creation, production, distribution and consumption of goods and services between individuals, driven by Web 2.0 and e-word of mouth. How these online platforms communicate their content is critical. This paper seeks to develop a scale for measuring the perceived quality of websites that offer information about sharing economy services focused on online peer-to-peer accommodation. The resulting model is validated by means of structural equations and is composed of four dimensions (efficiency; reliability, privacy/security; and communication). The influence that perceived quality exerts on satisfaction and loyalty is then explored from an online media perspective. A scale resulting from the combination of these two areas of knowledge (online media and e-service quality) may take advantage of the more beneficial features they have to offer and provide us with as balanced and convergent a model as possible. The results of the study show that all of the initial hypotheses are confirmed except one. Efficiency, reliability and privacy/security positively influence the perceived quality of a collaborative accommodation portal, whereas communication does not.

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“…According to the literature on user acceptance and resistance behavior, one of the most important variables in users' decision making is risk [18,19]. Users who perceive risk under any circumstance have negative attitudes and behavior [11,20,21].…”

Section: Facets Of Perceived Riskmentioning

confidence: 99%

e-Commerce Sustainability: The Case of Pinduoduo in China

et al. 2019

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Internet-based platforms are competing fiercely in the Chinese market by fostering an omni-channel shopping ecosystem. Companies have grouped under two giants, Alibaba and Tencent, leading to one-to-many competition dynamics in the Chinese market. In the midst of this competition, the three-year-old Pinduoduo has gained attention with its fast growth, positioning itself as the third biggest e-commerce platform in China with 19.4% of the market share. Pinduoduo has targeted a niche market made up of cheap products, low-income workers, and small business owners in small cities. Recently, however, many Pinduoduo users have returned to their former platforms, due to the proliferation of fake and low-quality products on the platform. Our study aims to investigate the reasons that prompted users to return to other platforms after their Pinduoduo experience. We conducted in-depth interviews to understand this phenomenon and built a research model based on risk theory and the customer resistance to change (CRC) framework. Results suggest that switching costs and relative attractiveness influence CRC, while risk perceptions form negative attitudes toward CRC, which finally result in negative word of mouth. Finally, theoretical and practical implications are discussed.

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The influence of website functionality, drivers and perceived risk on customer satisfaction in online shopping: an emerging economy case

Cited by 106 publications

References 66 publications

Faktor-Faktor yang Memengaruhi Pengalaman dan Kepuasan Pelanggan Perkotaan dalam Pembelian Melalui M-commerce

Faktor-Faktor yang Memengaruhi Pengalaman dan Kepuasan Pelanggan Perkotaan dalam Pembelian Melalui M-commerce

Exploring Service Quality among Online Sharing Economy Platforms from an Online Media Perspective

e-Commerce Sustainability: The Case of Pinduoduo in China

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