Social commerce: Factors affecting customer repurchase and word-of-mouth intentions

E-commerce in high uncertainty avoidance cultures: The driving forces of repurchase and word-of-mouth intentions

Despite the fact that online purchase intention has been widely investigated, little is known about the e-retailer-based signals used to reduce online customers’ uncertainty perception in high-uncertainty-avoidance (UA) societies. Thus, based on signaling and uncertainty literature, this study investigates return policy leniency (RPL), cash on delivery (COD), and social commerce constructs (SCCs) as the costly signals e-retailers use to increase perceived trust and reduce perceived purchase uncertainty among customers in high-UA societies. An analysis of empirical data from 560 e-commerce users from Jordan reveals that RPL, COD, and SCCs are key enablers of customer trust. Furthermore, customer trust is positively associated with customer purchase intention. The implications for both theory and practice are highlighted.

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Boosting Online Purchase Intention in High-Uncertainty-Avoidance Societies: A Signaling Theory Approach

Customers are skeptical about shopping online because e-commerce environments are typically considered impersonal. To assure product quality and to enhance customer proclivity in such environments, post-sale services (i.e., product returns, exchange, and maintenance) may be considered to alleviate customers' skepticism. Therefore, this study's objective is to investigate the role of an online retailer's post-sale services (i.e., product return, exchange, and maintenance) on customers' attitudinal (building relationships) and behavioral aspects (developing customers' repurchase intentions). Structural equation modeling is applied to data collected through an online survey answered by 409 online customers of jd.com (after missing data were removed). Research findings show that product return, exchange, and maintenance services are strongly predictive of online customer satisfaction, and satisfaction significantly impacts customer trust. Both customer satisfaction and trust, as indicators of relationship quality, further mediate the links between product return, exchange, and maintenance services and online customer repurchase intention. In addition, differences between male and female customers were found in various aspects of online retailers' product return, exchange, and maintenance services. This is the first empirical study that not only examines the influence of all three dimensions of online retailers' post-sale services on customers' online shopping perceptions and decisions, but also considers differences between male and female customers. Finally, this research provides theoretical and managerial implications based on conceptual and empirical evidence.

Role of Online Retailers' Post-sale Services in Building Relationships and Developing Repurchases: A Comparison-Based Analysis Among Male and Female Customers.

KAI Access is an official mobile application of PTKAI that aims to facilitate customers for purchasing tickets or accessing information about the train online However, this application still facing several issues and have some impact on customer satisfaction The purpose of this study is to determine the effect of efficiency, privacy, reliability, emotional benefit, and customer service on e-satisfaction of KAI Access users This research is using a quantitative method by using descriptive and causal approach This study using non-probability sampling with purposive sampling technique and samples taken were 107 respondents who are KAI Access application’s active users This study using multiple linear regression analysis The results show that efficiency, privacy, reliability, emotional benefit, and customer service simultaneously have a positive and significant impact on e-satisfaction Partially, only the variables efficiency, emotional benefit, and customer service have a positive and significant impact on the e-satisfaction variable

Pengaruh Efficiency, Privacy, Reliability, Emotional Benefit, dan Customer Service terhadap E-Satisfaction Pengguna Aplikasi Kereta Api Indonesia (KAI) Access

The Customer trust, satisfaction and loyalty with regard to the provision of e-commerce services is expected to be critical factors for the assessment of the success of online businesses. Service quality and high-quality product settings are closely linked to these factors. However, despite the rapid advancement of e-commerce applications, especially in the context of business to consumer (B2C), prior research has confirmed that e-retailers face difficulties when it comes to maintaining customer loyalty. Several e-service quality frameworks have been employed to boost service quality by targeting customer loyalty. Among these prominent frameworks is the scale of online etail quality (eTailQ). This scale has been under criticism as it was developed before the emergence of Web 2.0 technologies. Consequently, this paper aims to fill this gap by offering empirically-tested and conceptually-derived measurement model specifications for an extended eTailQ scale. In addition, it investigates the potential effects of the extended scale on e-trust and e-satisfaction, and subsequently e-loyalty. The practical and theoretical implications are highlighted to help businesses to design effective business strategies based on quality in order to achieve enhanced customer loyalty, and to direct future research in the field of e-commerce.

https://www.mdpi.com/2078-2489/10/12/380/pdf

Maher Ahmad Al-Horani

Papers

Boosting Customer E-Loyalty: An Extended Scale of Online Service Quality