Transactional quality, relational quality, and consumer e-loyalty: Evidence from SEM and fsQCA

Fang, Jiaming; Shao, Yufeng; Wen, Chao

doi:10.1016/j.ijinfomgt.2016.08.006

Cited by 94 publications

(67 citation statements)

References 67 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…Trust is defined as a phycological state to be open to vulnerability based on favorable expectation or behavior of other party (Fang, et al, 2016). In an online platform trust would be more difficult to gain since there are no direct interaction between to parties.…”

Section: Satisfaction Trust E-wom and Research Gapmentioning

confidence: 99%

“…However, with the emergence of complaint handling through social media in telecommunication industry still difficult to find. On the other scope, other researches had been conducted to prove the impact of satisfaction towards trust, also the impact of trust toward Word-Of-Mouth (WOM) and repurchase intention in online shopping context (Fang, et al, 2016), in complaint handling process of an online games (Ding & Lii, 2016). Thus, perceived justice, satisfaction, trust, e-WOM and repurchase intention are captured in one picture on how complaint handling process, which supposed to be a disadvantage condition, if managed fairly will be profitable to the organization.…”

Section: Satisfaction Trust E-wom and Research Gapmentioning

confidence: 99%

“…This will maintain the continued use of the product. Perceived quality and willingness to buy have a positive correlation, so the perceived quality can be used in predicting the desire to repurchase or repeat use (Fang, et al, 2016). Therefore, we propose the following hypothesis:…”

Section: Hypothesis Developmentmentioning

confidence: 99%

See 2 more Smart Citations

Complaint Handling Through Social Media: Perceived Justice and Customer Satisfaction

Juliarta

Hidayanto²,

Pinem

et al. 2019

Proceedings of the International Conferences ICT, Society, and Human Beings 2019; Connected Smart Cities 2019; And Web Based Co

View full text Add to dashboard Cite

Nowadays, it is common for us to complaint about the service or product by using social media platform. Organizations are usually having their customer service or public relation to maintain their social media account such as Twitter, Instagram, Facebook or other platforms. This study aims to analyze perceived justice in complaint handling process through social media and its impact towards customer satisfaction. Customer satisfaction is evaluated together with trust and perceived product quality for their influence in e-WOM and continues usage. The sample of the study is customer of a telecommunication company who is the follower of its customer care account in Twitter. The questionnaires were distributed online, and 238 valid response were analyzed using CB-SEM. The results show that, customers would be satisfied if the complaint handling process is accurate and quick (procedural justice) and supported by compensation (distributive justice). The satisfaction would increase customer trust and perceived product quality and eventually increase their intention to continue using the service and spread positive e-WOM.

show abstract

Section: Satisfaction Trust E-wom and Research Gapmentioning

confidence: 99%

Section: Satisfaction Trust E-wom and Research Gapmentioning

confidence: 99%

See 1 more Smart Citation

Complaint Handling Through Social Media: Perceived Justice and Customer Satisfaction

Juliarta

Hidayanto²,

Pinem

et al. 2019

Proceedings of the International Conferences ICT, Society, and Human Beings 2019; Connected Smart Cities 2019; And Web Based Co

View full text Add to dashboard Cite

show abstract

“…Kesenangan atau kenikmatan yang dirasakan pengguna dalam melakukan penjelajahan website secara langsung dapat meningkatkan kepuasan konsumen. (Fang et al, 2016). Berdasarkan penelitian-penelitian tersebut maka dapat disusun hipotesis sebagai berikut: H 2 : Perceived enjoyment berpengaruh positif dan signifikan terhadap customer satisfaction Rezaei dan Amin (2013) menyatakan kemudahan dalam penggunaan suatu sistem akan secara positif dan signifikan dapat meningkatkan minat konsumen untuk melakukan pembelian ulang.…”

Section: Gambar 1 Kerangka Konseptualunclassified

Pengaruh Perceived Ease Of Use Dan Perceived Enjoyment Terhadap Customer Satisfaction Dan Repurchase Intention

Oktarini¹,

Wardana²

2018

inobis

View full text Add to dashboard Cite

Abstrak Tujuan penelitian ini adalah untuk mengetahui Pengaruh Perceived Ease Of Use PendahuluanRevolusi industri ke 3 dicirikan oleh berkembangnya teknologi informasi seperti internet dan teknologi digital, merubah wajah ekonomi dan bisnis yang ada di muka bumi ini. Teknologi ini menjadikan konektifitas antar manusia, antar organisasi antar perusahaan dan antar negara menjadi demikian mudahnya, sehingga segala informasi menjadi sangat cepat bisa diakses. Penyebaran akses internet yang semakin luas menjadikan internet sebagai kebutuhan yang tidak terlepas dari kehidupan sehari-hari. Dalam konteks bisnis, ketersediaan internet memberikan kesempatan pada pelaku bisnis untuk meningkatkan pemasaran produk atau jasa secara global. Penggunaan internet dalam melakukan aktivitas bisnis mengakibatkan perusahaan perlu menyesuaikan aktivitas bisnisnya dengan perkembangan teknologi yang ada (Thurau et al., 2010).E-commerce merupakan salah satu dampak dari kemunculan internet yang saat ini dimanfaatkan oleh pelaku bisnis termasuk di Indonesia. E-commerce didefinisikan sebagai jual beli online, dimana meliputi transaksi-transaksi bisnis yang dihubungkan melalui internet (Malau, 2017:298). Banyak pengusaha yang mulai mengembangkan ataupun membangun bisnis dengan memanfaatkan e-commerce. Survei yang dilakukan Asosiasi Penyelenggara Jasa Internet Indonesia (APJII) tahun 2016 menyatakan bahwa 63,5% pengguna internet di Indonesia pernah melakukan transaksi secara online. Hasil survey tersebut menunjukkan

show abstract

“…A significant example is a comprehensive comparison and analysis that presents five models created by Hussain and Macaulay [14]. The term trust is more sensitive in e-commerce because the web is a less controllable environment [10]. One of the trust's dimensions presented in Hussain and Macaulay [14] paper is content to trust and how Yi Lin and Yazdanifard [17] lists content marketing is one of the preferred inbound marketing strategies for an updated Google algorithm.…”

Section: Trust In E-commercementioning

confidence: 99%

Developing Customer Trust in E Commerce Using Inbound Marketing Strategies

Micu¹,

Geru²,

Micu³

2017

The International Conference "The Risk in Contemporary Economy" (Dunarea De Jos University. Faculty of Economics)

View full text Add to dashboard Cite

Transactional quality, relational quality, and consumer e-loyalty: Evidence from SEM and fsQCA

Cited by 94 publications

References 67 publications

Complaint Handling Through Social Media: Perceived Justice and Customer Satisfaction

Complaint Handling Through Social Media: Perceived Justice and Customer Satisfaction

Pengaruh Perceived Ease Of Use Dan Perceived Enjoyment Terhadap Customer Satisfaction Dan Repurchase Intention

Developing Customer Trust in E Commerce Using Inbound Marketing Strategies

Contact Info

Product

Resources

About