Transactional Quality, Relational Quality and Customer Loyalty Aspects in Transactional E-commerce

Arrahmani, Shofiya; Durachman, Yusuf; Khudzaeva, Eva; Matin, Usep Abdul; Kusmana,

doi:10.1109/citsm50537.2020.9268877

Cited by 4 publications

(3 citation statements)

References 19 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…110 Consortia Academia Publishing (A Partner of CollabWritive Publishing House) consumers' cognition of the quality of online websites. In the third place is "Brand Behavior and attitude" (3.34), (Arrahmani et al, 2020) which confirms that the quality of e-commerce websites directly determines whether consumers have a positive or negative attitude towards websites and brands. Therefore, e-commerce should maintain the high quality of the brand.…”

Section: Resultsmentioning

confidence: 61%

E-commerce enterprise brand image, seller's reputation and consumers' purchasing intention: Basis for online buying platform improvement framework

Zhang¹

2023

IJRSM

View full text Add to dashboard Cite

With the development of "Internet + economy", caller business platforms have sprung up like mushrooms in recent years. Based on the establishment of an improved framework of e-commerce platform, combined with domestic and foreign academic research results, this paper collects relevant data by questionnaire analysis and descriptive research methods, and adopts statistical analysis such as variance analysis and regression analysis. This paper fully discusses the mechanism of influence among enterprise brand image, seller reputation and consumer purchase intention, and puts forward relevant research hypotheses to demonstrate the significant positive correlation among the three. Based on the above conclusions, this paper puts forward management suggestions on building brand image and seller reputation for e-commerce platforms based on empirical analysis. Thus, the intention to improve consumer willingness and consumer purchase behavior can be realized. At the end of the study, this paper also puts forward the prospects and shortcomings, and studies the psychological, social, and cultural aspects of consumer purchase intention and consumer purchase behavior from the perspectives of brand identity, brand behavior and attitude, brand capability and benefit, and social responsibility, leadership, product and service-related dimensions of seller reputation framework. This paper examines the significant relationship between e-commerce enterprises' brand image and sellers' reputation on consumers' purchasing behavior and proposes an online shopping platform improvement framework according to the research results, which provides theoretical support for future research on e-commerce enterprises' brand image construction, consumers' purchasing intention and consumers' purchasing behavior.

show abstract

Section: Resultsmentioning

confidence: 61%

E-commerce enterprise brand image, seller's reputation and consumers' purchasing intention: Basis for online buying platform improvement framework

Zhang¹

2023

IJRSM

View full text Add to dashboard Cite

show abstract

“…Loyalty is a behavioral approach focusing on repeated customer purchases. Customer loyalty is transactional [39]. Price and benefits have an impact on it.…”

Section: Consumers Loyaltymentioning

confidence: 99%

E-satisfaction as a mediator between consumer loyalty and E-CRM: The context of Lebanese e-commerce

Younis,

Al-Shammari,

Hejase

et al. 2024

ijirss

View full text Add to dashboard Cite

This article’s purpose is to assess the influence of E-CRM on consumer loyalty through satisfaction. Electronic customer relationship management E-CRM is a marketing tool used to manage consumer loyalty. However, the adoption of outdated E-CRM strategies increases dissatisfaction and attrition rates. That is, to assess the effect of perceived quality online, online customization, and customer trust on loyalty from online shoppers’ perspectives. This quantitative explanatory study begins with an exploratory factor analysis to simplify the concept’s dimensions. A questionnaire was distributed to a sample of Lebanese customers as a measurement instrument. Data analysis used factor analysis, followed by confirmatory factor analysis (CFA) using a structural model,and later regression. EFA is a fundamental prerequisite to CFA. Then, principal factor analysis (PCA) verified items for each construct dimension. The removal of items with low contributions improved the value of the KMO test, variance explained, and internal reliability measured with Cronbach’s alpha, which increased to 0.865. PCA extracted factors by restoring a minimum of 50% of the variance. The CFA relies on normed indices, sustaining the adjustment of the theoretical structure. Absolute fit criteria are highlighted: the RMSEA, GFI, and AGFI. Findings supported the idea that E-CRM strategies concentrating on online service quality, online presence, customization, and customer trust develop e-satisfaction and loyalty. Effective E-CRM satisfies customers and increases their e-satisfaction, leading to higher levels of loyalty. These outcomes increase awareness about the strategic value of E-CRM to businesses, and the paper serves as an eye-opener for future researchers and marketing experts.

show abstract

“…Relational quality is a factor that refers to customers' perception and evaluation of the communication and behavior of individual service employee. This variable is measured using the scale developed by Arrahmani et al, (2020) such as respect, courtesy, empathy, and helpfulness.…”

Section: Relational Qualitymentioning

confidence: 99%

Determinant of customer satisfaction and loyalty in using online shopping applications

Febrianti

Sihombing

Soetjipto

2022

IJRBS

View full text Add to dashboard Cite

Advances in technology and increasing business competition have caused many companies to revisit strategies in order to retain customers. Factors of satisfaction and loyalty are things that have always been the company's goal in obtaining growth. Therefore, understanding the factors that influence satisfaction and loyalty is important. This study was proposed to investigate the factors that can affect consumer satisfaction and loyalty to online application users in booking hotels. This research is a quantitative research using an explanatory research approach. The results show that the goodness of fit as a whole has met the feasibility of the model. Based on the results of the study, practically researchers can recommend the hospitality industry service platform to maintain the quality of Perceived Value and the application of Relational Quality to customers who directly come to the hotel by providing a respectful, empathetic, polite and mild attitude to help what customers need.

show abstract

Transactional Quality, Relational Quality and Customer Loyalty Aspects in Transactional E-commerce

Cited by 4 publications

References 19 publications

E-commerce enterprise brand image, seller's reputation and consumers' purchasing intention: Basis for online buying platform improvement framework

E-commerce enterprise brand image, seller's reputation and consumers' purchasing intention: Basis for online buying platform improvement framework

E-satisfaction as a mediator between consumer loyalty and E-CRM: The context of Lebanese e-commerce

Determinant of customer satisfaction and loyalty in using online shopping applications

Contact Info

Product

Resources

About