The Role of Multichannel Integration, Trust and Offline-to-Online Customer Loyalty Towards Repurchase Intention: an Empirical Study in Online-to-Offline (O2O) e-commerce

Savila, Intan Dewi; Wathoni, Ruhmaya Nida; Santoso, Adhi Setyo

doi:10.1016/j.procs.2019.11.193

Cited by 46 publications

(52 citation statements)

References 16 publications

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“…Repurchase intentions can also be measured and, in other words, defined by the extent of consumer's satisfaction and dissatisfaction in or against the platform [23]. Satisfied consumers have more intentions to buy again from the same platform, as they have strong and positive feelings to that platform [26]. Moreover, consumers who repeatedly buy from a particular vendor or platform are indirectly declared their strong commitment to that specific platform; that is why, they are regarded as loyal consumers [27].…”

Section: Consumer Loyalty and Repurchase Intentionmentioning

confidence: 99%

Psychological contract-based Consumer Repurchase behavior On Social commerce platform: An Empirical study

Hussain¹,

Liu²,

Li³

2020

KSII TIIS

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Social commerce, integration of social media and e-commerce, provides potential opportunities for consumers to talk about their ideas and exchange product-related information on online shopping platforms. Given the substantial prospects related to business opportunities and consumers' perceptions, this study explores the factors driving fulfillment of the psychological contract in social commerce platforms. This research proposes, examines, and proves a theoretical model for the post-purchase behavior of the consumers, through an empirical investigation of online questionnaire-based data, gathered from 367 consumers in a cross-sectional setting. Results show that the fulfillment of psychological contract, consumer loyalty, and affective commitment fully mediate the impact of consumer trust on platform and repurchase intention. The level of commitment toward the consumer by the platform is strongly related to the degree of consumer trust, which is reciprocated through re-purchase intentions. This study offers essential theoretical implications with regards to the social exchange theory, attribution theory, and an moderating effect of the platform empathy on consumers' trust-psychological contract fulfillment relationship. Likewise, this research has significant implications for practitioners and managers.

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Section: Consumer Loyalty and Repurchase Intentionmentioning

confidence: 99%

Psychological contract-based Consumer Repurchase behavior On Social commerce platform: An Empirical study

Hussain¹,

Liu²,

Li³

2020

KSII TIIS

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“…Relatedly, Savila et al (2019) found that that offline loyalty positively increases consumers' intention to repurchase from the retailer's website.…”

Section: Loyalty Intention Towards the Brandmentioning

confidence: 98%

“…Accordingly, consumers utilize their perceptions about a brand as a reference in their decision making to adopt that brand's online store (Kwon and Lennon, 2009b). In turn, the loyalty toward a physical store in the offline environment influences a consumer's loyalty to repurchase from the retailer's website (Savila et al, 2019). A non‐exhaustive overview of pertainant research from 2016 to 2020 on the continued use of retailers' mobile apps is presented in Table 1.…”

Section: Literature Reviewmentioning

confidence: 99%

Examining consumers' continuous usage of multichannel retailers' mobile applications

2021

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This paper examines the variables influencing a consumer's satisfaction and continuous use of a multichannel retailer's mobile application. Drawing upon the Expectation Confirmation Model for Information Technologies, post‐adoption literature, and consumer behavior literature, we assess pertinent factors on the continuous usage of multichannel retailers' mobile apps. Through a sample of 1009 consumers who retained a retailer's mobile app for more than 6 months and conducting Structural Equation Modelling, the findings illustrate that utilitarian variables (perceived usefulness, ease of use, and personalization), hedonic variables (perceived enjoyment), and a brand‐related variable (consumer loyalty intention toward the retailer's brand), play a significant role in influencing continuous usage of multichannel retailers' mobile apps. In contrast to e‐commerce research, the study outlines that escapism plays a negative role in both consumer satisfaction and intention to continue to use a multichannel retailer's mobile app. Previous research points to the fact that consumers' retention of retailers' apps is low. This paper contributes to the emerging literature on consumers' continuous use of retailers' mobile apps through enhancing our understanding of technology and non‐technology‐related variables.

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“…Customer could repurchase a product or use a company's services if they are satisfied with the services offered, and a businessman will always be looking for new ways to keep their customers loyal [18].…”

Section: Customer Loyaltymentioning

confidence: 99%

An Analysis of the Implementation of Electronic Customer Relationship Management (E-CRM) Towards Customer Loyalty

Noviana¹

2021

Proceedings of the 5th Global Conference on Business, Management and Entrepreneurship (GCBME 2020)

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The presence of customers is the most important component in a business. For this reason, customer loyalty to the company must be maintained and improved so that the business can survive and grow. This research is a quantitative study that aims to look at the relationship between electronic customer relationship management (ECRM) on the loyalty. Data in this study were collected through ECRM quality measurement questionnaires and customer loyalty levels. Then, the collected data is analyzed using simple linear regression analysis. The results of this study indicate that there is a positive and significant effect between the effectiveness of the ECRM on the level of customer loyalty from these results it can be recommended that to increase customer loyalty, it is important to improve the quality and effectiveness of ECRM.

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The Role of Multichannel Integration, Trust and Offline-to-Online Customer Loyalty Towards Repurchase Intention: an Empirical Study in Online-to-Offline (O2O) e-commerce

Cited by 46 publications

References 16 publications

Psychological contract-based Consumer Repurchase behavior On Social commerce platform: An Empirical study

Psychological contract-based Consumer Repurchase behavior On Social commerce platform: An Empirical study

Examining consumers' continuous usage of multichannel retailers' mobile applications

An Analysis of the Implementation of Electronic Customer Relationship Management (E-CRM) Towards Customer Loyalty

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