Open AccessDOI
E-Service Quality, Customer Trust and Satisfaction: Market Place Consumer Loyalty Analysis
Hari Muharam,Harmon Chaniago,Endraria Endraria,Amran Harun +3 more
- Vol. 8, Iss: 2, pp 237-254
TLDR
In this article, the authors examined how e-service quality, trust, and customer satisfaction affect customer loyalty towards purchasing goods and services and found that the quality of e-services and trust has a significant favorable influence on customer loyalty, and this effect is mediated by customer satisfaction.Abstract:
Why do online customers become loyal in their purchases on e-commerce sites? We examine how e-service quality, trust, and customer satisfaction affect customer loyalty towards purchasing goods and services. The proposed model also investigates the relationships among e-service quality, trust to loyalty, and satisfaction as a mediator that remains underexplored. The sample of this study is 350 millennial respondents as online buyers in Bogor city. PLS-SEM modeling procedure was used to test the proposed research model. We find that the quality of e-service and trust has a significant favorable influence on customer loyalty, and this effect is mediated by customer satisfaction. This study highlights the role of e-commerce producers in gaining loyalty through efficient service offerings and shape positive psychological in online marketing practices.read more
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Journal ArticleDOI
The Effect of E-WOM, Ease of Use and Trust on Purchase Decisions (Study on Tokopedia Application Users)
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Effects of service quality, value perception and loyalty on customer satisfaction: case of a local restaurant in south bandung, indonesia
TL;DR: In this paper, the effect of service quality and value perception on Customer Loyalty through Customer Satisfaction as an intervening variable both partially and simultaneously was investigated. But the results of the analysis showed that Service Quality (X1) and Value Perception (X2) variables have a partial effect on Customer Satisfiance (Y), then Customer Satisfity (Y) variables influence partial to Customer Loyality (Z).
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Abdul Razzak Hashmi,Adil Zia +1 more
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A Study of Factors Influenced Online Shopping Behavior in Malaysia: A Structural Approach
Rusnifaezah Musa,Selvamalar Nasaratnam,Kalaiselvee Rethinam,Parteeban M. Varatharajoo,A. Shanmugam +4 more
TL;DR: It is one of the first surveys to attempt to analyze the impact of coronavirus on the financial and asset situation of infectious diseases hospitals in Poland after the first pandemic period, especially since not all financial statements for 2020 of medical entities have yet been approved by ownership bodies.
References
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Journal Article
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Book
A primer on partial least squares structural equation modeling (PLS-SEM)
TL;DR: The Second Edition of this practical guide to partial least squares structural equation modeling is designed to be easily understood by those with limited statistical and mathematical training who want to pursue research opportunities in new ways.
Posted Content
The Use of Partial Least Squares Path Modeling in International Marketing
TL;DR: An evaluation of double-blind reviewed journals through important academic publishing databases revealed that more than 30 academic articles in the domain of international marketing (in a broad sense) used PLS path modeling as means of statistical analysis.
Journal ArticleDOI
A Service Quality Model and its Marketing Implications
TL;DR: In this article, a service quality model based on test of a sample of business executives, which describes how the quality of services is perceived by customers, is proposed, in which functional quality is seen to be a very important dimension of a perceived service.