The development of the internet led to the use of information technology. The use of information technology not only to transform the services provided, but also to change the service delivery process. In connection with this condition raises the opportunity for retail transactions in the use of online shopping. The purpose of research to determine the effect of E-Service Quality, Price Perception to Repurchase Intention mediated by Customer Satisfaction, Customer Loyalty and Experiential Marketing on On-line shopping. The number of samples taken as many as 496 respondents. Respondents who were taken with the provisions ever shop by using online shopping. Sampling method by using random sampling. Data were analyzed by using Structural Equation Modeling (SEM). The results showed the largest influence is satisfaction to consumers loyalty, compared to the other variables. There is e-service quality, experiential marketing, price perception have influence to customer satisfaction. In addition consumer satisfaction has influence to customer loyalty and customer loyalty has influence to repurchase intention. Hence customer satisfaction has influence to repurchase intention, and customer satisfaction has a direct or indirect influence to repurchase intention.
Determinants Of Customer Participation In Online Shoppinginventionjournals
This research aims to examine and explain the determinants of customer participation in online shopping.The approach of Partial Least Square (PLS) with Smart PLS software is employed in this study to analyze cross section data and prove the hypotheses proposed in the research. The sample of the study includes students of Mulawarman University who used to do online shopping. The participants were recruited through snowball technique.This study shows that only five of the nine hypotheses are supported; the other four are not supported or accept Ha and reject H0. The construct of the ability of vendor has a positive effect on trust, but not significant. Furthermore, the ability has a significant negative effect on transaction-perceived risk. The ability to influence vendor participation in online shopping has no significant effect, while experience has a significant positive effect on trust. On the other hand, experience has a significant negative effect on transaction-perceived risk. Experience has a significant positive effect on online shopping participation. Trust has a significant negative effect on transaction-perceived risk; however, it has a positive influence on online shopping participation, yet not significant. Last, perceived-transaction risk has an insignificant positive effect on online shopping participation
In this presentation we will discuss the importance of internet marketing, How internet related to business, and many more interesting topic related to internet.
The internet is being developed rapidly since last two decades, and with relevant digital economy that is driven by information technology also being developed worldwide. After a long term development of internet, which rapidly increased web users and highly speed internet connection, and some new technology also have been developed and used for web developing, those lead to firms can promote and enhance images of product and services through web site. Therefore, detailed product information and improved service attracts more and more people changed their consumer behaviour from the traditional mode to more rely on the internet shopping. On the other hand, more companies have realized that the consumer behaviour transformation is unavoidable trend, and thus change their marketing strategy. As the recent researches have indicated that, the internet shopping particularly in business to consumer (B2C) has risen and online shopping become more popular to many people. According to the report, The Emerging Digital Economy II, published by the US Department of Commerce, in some companies, the weight of e-commerce in total sales is quite high. For instance, the Dell computer company have reached 18 million dollars sales through the internet during the first quarter of 1999. As a result, about 30% of its 5.5 billion dollars total sales were achieved through the internet (Moon, 2004). Therefore, to understand internet shopping and its impact on consumer behaviour could help companies making use of it as a form of doing e-business.
There are many reasons for such a rapid developing of internet shopping, which mainly due to the benefits that internet provides. First of all, the internet offers different kind of convenience to consumers. Obviously, consumers do not need go out looking for product information as the internet can help them to search from online sites, and it also helps evaluate between each sites to get the cheapest price for purchase. Furthermore, the internet can enhance consumer use product more efficiently and effectively than other channels to satisfy their needs. Through the different search engines, consumers save time to access to the consumption related information, and which information with mixture of images, sound, and very detailed text description to help consumer learning and choosing the most suitable product (Moon, 2004). However, internet shopping has potential risks for the customers, such as payment safety, and after service. Due to the internet technology developed, internet payment recently becomes prevalent way for purchasing goods from the internet. Internet payment increase consumptive efficiency, at the same time, as its virtual property reduced internet security. After service is another way to stop customer shopping online. It is not like traditional retail, customer has risk that some after service should face to face serve, and especially in some complicated goods.
Determinants Of Customer Participation In Online Shoppinginventionjournals
This research aims to examine and explain the determinants of customer participation in online shopping.The approach of Partial Least Square (PLS) with Smart PLS software is employed in this study to analyze cross section data and prove the hypotheses proposed in the research. The sample of the study includes students of Mulawarman University who used to do online shopping. The participants were recruited through snowball technique.This study shows that only five of the nine hypotheses are supported; the other four are not supported or accept Ha and reject H0. The construct of the ability of vendor has a positive effect on trust, but not significant. Furthermore, the ability has a significant negative effect on transaction-perceived risk. The ability to influence vendor participation in online shopping has no significant effect, while experience has a significant positive effect on trust. On the other hand, experience has a significant negative effect on transaction-perceived risk. Experience has a significant positive effect on online shopping participation. Trust has a significant negative effect on transaction-perceived risk; however, it has a positive influence on online shopping participation, yet not significant. Last, perceived-transaction risk has an insignificant positive effect on online shopping participation
In this presentation we will discuss the importance of internet marketing, How internet related to business, and many more interesting topic related to internet.
The internet is being developed rapidly since last two decades, and with relevant digital economy that is driven by information technology also being developed worldwide. After a long term development of internet, which rapidly increased web users and highly speed internet connection, and some new technology also have been developed and used for web developing, those lead to firms can promote and enhance images of product and services through web site. Therefore, detailed product information and improved service attracts more and more people changed their consumer behaviour from the traditional mode to more rely on the internet shopping. On the other hand, more companies have realized that the consumer behaviour transformation is unavoidable trend, and thus change their marketing strategy. As the recent researches have indicated that, the internet shopping particularly in business to consumer (B2C) has risen and online shopping become more popular to many people. According to the report, The Emerging Digital Economy II, published by the US Department of Commerce, in some companies, the weight of e-commerce in total sales is quite high. For instance, the Dell computer company have reached 18 million dollars sales through the internet during the first quarter of 1999. As a result, about 30% of its 5.5 billion dollars total sales were achieved through the internet (Moon, 2004). Therefore, to understand internet shopping and its impact on consumer behaviour could help companies making use of it as a form of doing e-business.
There are many reasons for such a rapid developing of internet shopping, which mainly due to the benefits that internet provides. First of all, the internet offers different kind of convenience to consumers. Obviously, consumers do not need go out looking for product information as the internet can help them to search from online sites, and it also helps evaluate between each sites to get the cheapest price for purchase. Furthermore, the internet can enhance consumer use product more efficiently and effectively than other channels to satisfy their needs. Through the different search engines, consumers save time to access to the consumption related information, and which information with mixture of images, sound, and very detailed text description to help consumer learning and choosing the most suitable product (Moon, 2004). However, internet shopping has potential risks for the customers, such as payment safety, and after service. Due to the internet technology developed, internet payment recently becomes prevalent way for purchasing goods from the internet. Internet payment increase consumptive efficiency, at the same time, as its virtual property reduced internet security. After service is another way to stop customer shopping online. It is not like traditional retail, customer has risk that some after service should face to face serve, and especially in some complicated goods.
A study of how application usage can help increase consumer satisfaction for ...Abeer Raza
This study uses regression analysis to determine the effects of mobile applications on consumer satisfaction. The paper focuses on the impact of mobile application usage on consumer behavior with regards to consumer engagement and brand loyalty. The author also looks into understanding the different factors within a mobile app that increases consumer satisfaction. This approach helps identify not just the factors themselves and their benefits but also their contribution in cultivating a long-term relationship between consumers and businesses.
This study aims to examine the mediating effect of Trust in the relationship between Perceived Website Quality (PWQual), eWOM, and Perceived Benefits on Consumer Attitudes Toward Online Shopping in Indonesia. The sample in this research are online shopping consumers in Indonesia there 118 respondents. The design research used a survey model purposive sampling method as a sampling technique. The data analyze in this research used Structural Equation Modeling (SEM) as an analysis technique with AMOS as analysis tools. This research shows that : Perceived Website Quality has a significant effect on Perceived Benefits and Trust, Perceived Benefits and Trust has a significant effect on Consumer Attitudes Toward Online Shopping, Perceived Website Quality has a significant effect on Consumer Attitudes Toward Online Shopping through Trust
Factors Influencing the E-Shoppers Perception towards E-Shopping (A Study wit...Dr. Amarjeet Singh
Purpose: The study focuses on identifying and exploring the various factors influencing the e-shoppers perception towards e-shopping.
Design / methodology / approach: A research model is developed based on the literature. For the purpose of study data collected from 100 e-shoppers belonged to Wardha City of Maharashtra. By using in structured questionnaire, descriptive statistical measure like mean has been used for analyzing the data.
Findings: The results reveal that the seven key factors like convenience, time saving, home delivery, price advantage, more choice, reliability and security significantly influenced the e-shoppers perception on e-shopping.
Contribution of the study: The result of this study provides a valuable reference to the e-marketers to understand the factors influencing e-shoppers perception. They can further sharpen their marketing strategies to attract and retain their customers.
A Study of Impact of Customer Satisfaction on Online Shoppingijtsrd
Customer satisfaction is considered important for online shopping. Researching what leads to customer satisfaction has become paramount for online businesses. Thus, the goal of this work was to identify the determinants of customer satisfaction in an online context. In this work, the authors proposed a conceptual model of customer satisfaction in an online context, identifying key factors proposed in previous studies, and hypotheses were developed accordingly. Hypotheses were tested using multiple regression analysis based on a sample of 50 online clients. The work found that customer service, website design, and perceptions of security were largely related to customer satisfaction on the internet. Nyamsuren Bayartogtoh | Gantogtoh Tsogtgerel | Ariuntuya Erdenebaatar "A Study of Impact of Customer Satisfaction on Online Shopping" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-4 | Issue-1 , December 2019, URL: https://www.ijtsrd.com/papers/ijtsrd29710.pdf Paper URL: https://www.ijtsrd.com/management/management-development/29710/a-study-of-impact-of-customer-satisfaction-on-online-shopping/nyamsuren-bayartogtoh
Service Quality Influence on Customer Satisfaction: In the Case of Mongolia O...ijtsrd
According to the Communications Regulatory Commission of Mongolia report, in recent years, the number of online trade sectors in Mongolia has increased at a rapid pace. The purpose of the research is to investigate the relationship between service quality and customer satisfaction in the online trade market in Mongolia. The research was attended by a total of 200 participants. Research questions and objectives were set, alongside the hypothesis that was developed and tested. In order to determine the relationship between service quality and customer satisfaction were using descriptive statistical analysis and regression analysis. According to the result shows, online trade sector service quality effect on positive customer satisfaction. Therefore, the e commerce sector should focus more attention on service quality, because of its effects on customer satisfaction. It is also recommended that the e commerce sector should welcome suggestions from customers. Ganbaatar Otgontsetseg | Batkhuyag Sukhbat "Service Quality Influence on Customer Satisfaction: In the Case of Mongolia Online Trade Sector" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-4 | Issue-1 , December 2019, URL: https://www.ijtsrd.com/papers/ijtsrd29741.pdf Paper URL: https://www.ijtsrd.com/management/consumer-behaviour/29741/service-quality-influence-on-customer-satisfaction-in-the-case-of-mongolia-online-trade-sector/ganbaatar-otgontsetseg
This study aims to analyze the effect of perceived flow, customer satisfaction and online purchase
intention on website quality in booking hotels in traveloka.
Analytical CRM - Ecommerce analysis of customer behavior to enhance sales Shrikant Samarth
Task: You are required to choose a dataset (or related datasets) in an area of interest suitable for analyzing customer relationships.
Approach: Topic is chosen – Customer behavior Analysis in Ecommerce Industry for Enhancing Sales. Brazilian E-commerce public dataset was downloaded, cleaned and performed multiple regression in SPSS to check the relationship between the dependent variable and multiple independent variables.
Findings: Customer can be retained if the product delivered in time and if there is a delay in the product delivery, it is a duty of a seller to inform the customer for the same. The payment method has proven to be an important parameter to enhance sales over a period of time. analysis suggests on-time delivery, flexibility in payment method and good customer service would help the seller to gain customer trust which would help them to convert more sales.
Tools: IBM SPSS , Excel (pivot tables and charts), Tableau
Effect of Digital Banking on Customer Satisfaction: A case of National Bank o...paperpublications3
Abstract: This study purposed to investigate the effect of digital banking on customer satisfaction case of National Bank of Kenya. The objective that guided the study: To determine the effect of speed of transactions on Customer Satisfaction case of National Bank of Kenya, Bungoma County. The target population for the study was bank customers and banking staff from National Bank in Bungoma County. The study utilized a sample size of 417. Descriptive survey design was undertaken and data was collected using a triangulation of methods including questionnaires, interview schedules and document reviews. Analysis was undertaken with the aid of Statistical Package for Social Sciences where both descriptive and correlation analysis were performed. The findings of the study established that there was a significant relationship between speed of transaction and customers satisfaction, χ2 (6, N=350) = 221.45. The study recommends that there is need by banks to invest more on robust reliable systems to reduce incidents of failed transactions and transactional errors in ATMs.
ABSTRACT:Increasingly more intense competition and the global nature require a shifting from transactional marketing paradigm to relational marketing, especially in e-business to meet increasing and varied customer’s demands. Company management must establish e-loyalty to maintain and retain customers. This paper aims to explain the relationship model of e-service quality, e-satisfaction, e-trust, e-commitment and customer e-loyalty. This relationship is based on the relationship marketing theory based on the online perspective in building the customer e-loyalty. Results of this study show that e-service quality, e-satisfaction, e-trust and e-commitment play a key role in building the e-loyalty of the online customer.
A study of how application usage can help increase consumer satisfaction for ...Abeer Raza
This study uses regression analysis to determine the effects of mobile applications on consumer satisfaction. The paper focuses on the impact of mobile application usage on consumer behavior with regards to consumer engagement and brand loyalty. The author also looks into understanding the different factors within a mobile app that increases consumer satisfaction. This approach helps identify not just the factors themselves and their benefits but also their contribution in cultivating a long-term relationship between consumers and businesses.
This study aims to examine the mediating effect of Trust in the relationship between Perceived Website Quality (PWQual), eWOM, and Perceived Benefits on Consumer Attitudes Toward Online Shopping in Indonesia. The sample in this research are online shopping consumers in Indonesia there 118 respondents. The design research used a survey model purposive sampling method as a sampling technique. The data analyze in this research used Structural Equation Modeling (SEM) as an analysis technique with AMOS as analysis tools. This research shows that : Perceived Website Quality has a significant effect on Perceived Benefits and Trust, Perceived Benefits and Trust has a significant effect on Consumer Attitudes Toward Online Shopping, Perceived Website Quality has a significant effect on Consumer Attitudes Toward Online Shopping through Trust
Factors Influencing the E-Shoppers Perception towards E-Shopping (A Study wit...Dr. Amarjeet Singh
Purpose: The study focuses on identifying and exploring the various factors influencing the e-shoppers perception towards e-shopping.
Design / methodology / approach: A research model is developed based on the literature. For the purpose of study data collected from 100 e-shoppers belonged to Wardha City of Maharashtra. By using in structured questionnaire, descriptive statistical measure like mean has been used for analyzing the data.
Findings: The results reveal that the seven key factors like convenience, time saving, home delivery, price advantage, more choice, reliability and security significantly influenced the e-shoppers perception on e-shopping.
Contribution of the study: The result of this study provides a valuable reference to the e-marketers to understand the factors influencing e-shoppers perception. They can further sharpen their marketing strategies to attract and retain their customers.
A Study of Impact of Customer Satisfaction on Online Shoppingijtsrd
Customer satisfaction is considered important for online shopping. Researching what leads to customer satisfaction has become paramount for online businesses. Thus, the goal of this work was to identify the determinants of customer satisfaction in an online context. In this work, the authors proposed a conceptual model of customer satisfaction in an online context, identifying key factors proposed in previous studies, and hypotheses were developed accordingly. Hypotheses were tested using multiple regression analysis based on a sample of 50 online clients. The work found that customer service, website design, and perceptions of security were largely related to customer satisfaction on the internet. Nyamsuren Bayartogtoh | Gantogtoh Tsogtgerel | Ariuntuya Erdenebaatar "A Study of Impact of Customer Satisfaction on Online Shopping" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-4 | Issue-1 , December 2019, URL: https://www.ijtsrd.com/papers/ijtsrd29710.pdf Paper URL: https://www.ijtsrd.com/management/management-development/29710/a-study-of-impact-of-customer-satisfaction-on-online-shopping/nyamsuren-bayartogtoh
Service Quality Influence on Customer Satisfaction: In the Case of Mongolia O...ijtsrd
According to the Communications Regulatory Commission of Mongolia report, in recent years, the number of online trade sectors in Mongolia has increased at a rapid pace. The purpose of the research is to investigate the relationship between service quality and customer satisfaction in the online trade market in Mongolia. The research was attended by a total of 200 participants. Research questions and objectives were set, alongside the hypothesis that was developed and tested. In order to determine the relationship between service quality and customer satisfaction were using descriptive statistical analysis and regression analysis. According to the result shows, online trade sector service quality effect on positive customer satisfaction. Therefore, the e commerce sector should focus more attention on service quality, because of its effects on customer satisfaction. It is also recommended that the e commerce sector should welcome suggestions from customers. Ganbaatar Otgontsetseg | Batkhuyag Sukhbat "Service Quality Influence on Customer Satisfaction: In the Case of Mongolia Online Trade Sector" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-4 | Issue-1 , December 2019, URL: https://www.ijtsrd.com/papers/ijtsrd29741.pdf Paper URL: https://www.ijtsrd.com/management/consumer-behaviour/29741/service-quality-influence-on-customer-satisfaction-in-the-case-of-mongolia-online-trade-sector/ganbaatar-otgontsetseg
This study aims to analyze the effect of perceived flow, customer satisfaction and online purchase
intention on website quality in booking hotels in traveloka.
Analytical CRM - Ecommerce analysis of customer behavior to enhance sales Shrikant Samarth
Task: You are required to choose a dataset (or related datasets) in an area of interest suitable for analyzing customer relationships.
Approach: Topic is chosen – Customer behavior Analysis in Ecommerce Industry for Enhancing Sales. Brazilian E-commerce public dataset was downloaded, cleaned and performed multiple regression in SPSS to check the relationship between the dependent variable and multiple independent variables.
Findings: Customer can be retained if the product delivered in time and if there is a delay in the product delivery, it is a duty of a seller to inform the customer for the same. The payment method has proven to be an important parameter to enhance sales over a period of time. analysis suggests on-time delivery, flexibility in payment method and good customer service would help the seller to gain customer trust which would help them to convert more sales.
Tools: IBM SPSS , Excel (pivot tables and charts), Tableau
Effect of Digital Banking on Customer Satisfaction: A case of National Bank o...paperpublications3
Abstract: This study purposed to investigate the effect of digital banking on customer satisfaction case of National Bank of Kenya. The objective that guided the study: To determine the effect of speed of transactions on Customer Satisfaction case of National Bank of Kenya, Bungoma County. The target population for the study was bank customers and banking staff from National Bank in Bungoma County. The study utilized a sample size of 417. Descriptive survey design was undertaken and data was collected using a triangulation of methods including questionnaires, interview schedules and document reviews. Analysis was undertaken with the aid of Statistical Package for Social Sciences where both descriptive and correlation analysis were performed. The findings of the study established that there was a significant relationship between speed of transaction and customers satisfaction, χ2 (6, N=350) = 221.45. The study recommends that there is need by banks to invest more on robust reliable systems to reduce incidents of failed transactions and transactional errors in ATMs.
ABSTRACT:Increasingly more intense competition and the global nature require a shifting from transactional marketing paradigm to relational marketing, especially in e-business to meet increasing and varied customer’s demands. Company management must establish e-loyalty to maintain and retain customers. This paper aims to explain the relationship model of e-service quality, e-satisfaction, e-trust, e-commitment and customer e-loyalty. This relationship is based on the relationship marketing theory based on the online perspective in building the customer e-loyalty. Results of this study show that e-service quality, e-satisfaction, e-trust and e-commitment play a key role in building the e-loyalty of the online customer.
An Empirical Study on the Mediating Effect of E-Service Recovery Satisfaction...iosrjce
In the era of Internet and the accelerating rate of using the e-context as a marketing tool by wide
range of companies, customer retention becomes a crucial element in firm’s survival. Losing customers to
competitors in e-context is a constant threat as it is a click away .The current study aims at at investigating the
influence of five customer factors namely; E-Trust, Prior Experience, Customer’s Perception of Feedback, ELoyalty
and Digital Awareness on Customer Retention. The study has investigated whether E-Service Recovery
Satisfaction (E-SRS) has a mediating role on these relations in Airline Industry in Malaysia. A questionnaire is
designed as a data collection tool. The unit of analysis is Malaysian passengers who used the local Airlines and
faced a service failure. Sequential Equation Modeling is employed to analyze the data collected using closedended
multiple choice questionnaire.
Influences of Website Quality on Online Purchase Intention of Air Ticketing S...IJRTEMJOURNAL
Business operation was more related with human contribution at end of 20th century. Rapid
development of internet technology has changed business environment. More than ever, consumers more like to
gather information about product or services and to make purchase using internet. For the reason, E-Commerce
website is integral part of business in order to increase profit. Research focused to investigate influences of
website quality factors (usability, website design, information quality, trust, perceived risk, empathy) on online
purchase intention of Mongolian consumers. Questionnaire design based on Barnes and Vidgen’s model and
data was collected from 265 respondents by online. Correlation and regression analysis was used to measure
relationship of variables. Research findings show website design, information quality, trust more positive
influence on online purchasing intention than usability, empathy, perceived
IOSR Journal of Business and Management (IOSR-JBM) is an open access international journal that provides rapid publication (within a month) of articles in all areas of business and managemant and its applications. The journal welcomes publications of high quality papers on theoretical developments and practical applications inbusiness and management. Original research papers, state-of-the-art reviews, and high quality technical notes are invited for publications.
The Role Of E-Satisfaction In Mediating The Effect Of EServqual And E-Trust O...AJHSSR Journal
ABSTRACT:The purpose of this study was to examine the role of E-Satisfaction in mediating Effect of EServqual and E-Trust Against E-Loyalty. The number of samples as many as 100 people determined by
accidental sampling technique with non-probability sampling method. The data analysis technique used is
Partial Least Square-Path Modeling Reflective Multidimensional Construct (Second Order Construct) with
SmartPLS 3.0 software. The results obtained in this study are e-service quality has a significant effect on esatisfaction, e-trust has a significant effect on e-satisfaction, e-satisfaction has a significant effect on e-loyalty,
e-service quality has no significant effect on e-loyalty, e-trust no significant effect on e-loyalty, e-service quality
has a significant effect on e-loyalty through e-satisfaction and e-trust has a significant effect on e-loyalty
through e-satisfaction.
KEYWORDS: E-Servquall, E-Trust, E-Satisfaction, E-Loyalty, Mobile Banking
Going Card-Less - An Innovation for Customer Delightscmsnoida5
Amidst the tough competition, the companies
are striving hard to attract and retain the target
audience. With a view to sustain the company
and hang on with same customers for a longer
term, they look for ways to increase their customer
satisfaction way beyond their expectations. To
provide customer delight and in accordance with
the problems faced by customers who underwent
online shopping on a frequent basis, new service
of mobile wallet was introduced. This paper has
examined the concept of customers going cardless
by using the mobile wallet services and the
growth of these services at a fast pace.
Delivering Experiential Markerting and Service Quality to Improve Customer Lo...ijtsrd
In an era of strict transport industry competition, many public transport operators offers many facilities and ease of travel. This brings the consumer has many choices in determining the public trasnportation used PT Kereta Api Indonesia Persero is one of the operators of public transportion perform many general improvements of the quality of service and provide a memorable experience to consumers with the aim of satisfying consumers so that ultimately consumers choose PT. KAI as a leading choice in travel. This research aims to know the influence of Experiential Marketing and Service Quality against Customer Loyalty through the Customer Satisfaction at PT. Kereta Api Indonesia Persero in Surabaya. This research uses a quantitative approach was conducted to find out the causal relationships. The population in this study was consumers PT. KAI and the sample of this research is the consumer who uses the train destination Surabaya to Yogyakarta. The sample in this research as much as 160 respondents taken through purposive sampling technique. The results of this research indicate that any significant proposed hypothesis. So Experiential Marketing and Service Quality against Customer Loyalty through the Customer Satisfaction at PT. Kereta Api Indonesia Persero in Surabaya has a significant effect. Andy Pratama Sulistyo "Delivering Experiential Markerting and Service Quality to Improve Customer Loyalty in Public Transportation" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-4 | Issue-4 , June 2020, URL: https://www.ijtsrd.com/papers/ijtsrd30975.pdf Paper Url :https://www.ijtsrd.com/management/marketing/30975/delivering-experiential-markerting-and-service-quality-to-improve-customer-loyalty-in-public-transportation/andy-pratama-sulistyo
American Journal of Multidisciplinary Research and Development is indexed, refereed and peer-reviewed journal, which is designed to publish research articles.
American Journal of Multidisciplinary Research and Development is indexed, refereed and peer-reviewed journal, which is designed to publish research articles.
Similar to How E-Service Quality, Experiential Marketing, and Price Perception to make Repurchase Intention on On-line Shopping? (20)
The purpose of this study is to analyze empirically by using secondary data on the possibility of corporate fraud by using various fraud theory approach. The research model in this study was tested using the ordinary least square (OLS) analysis method. A total of 310 company data were collected which consisted of financial data and other supporting data published by companies listed on the Indonesia Stock Exchange in the range of 2012 to 2017. This study provides empirical evidence that all the variant of fraud theory (fraud triangle theory, fraud diamond theory and fraud pentagon theory) can be investigated for its significant effect on corporate fraud by only using secondary data that are available and freely accessed by the public. The empirically tested research model in this study can provide a comprehensive understanding of practitioners, academics, government agencies and the general public in analyzing the topic of corporate fraud.
Traditional markets in Indonesia were created so that people from all walks of life can fulfill their needs, especially staple food products, without having to spend a lot of money. However, the prices of food products in different markets vary depending on the consumers of the particular market. The aims of this article were to compare the price difference of staple food products in several traditional markets and to find out the factors that cause the price difference. The data were collected by carrying out a survey to five traditional markets around Jakarta regarding the prices of ten staple food products. The data were analyzed quantitatively using statistical calculation ANOVA from SPSS version 22, and also qualitatively to discuss several factors underlying the price differences. Results revealed that price differences of staple food products were not only caused by market location, but other factors such as pricing strategy and consumer specification. This research implied that traditional markets were still chosen by Indonesian consumers to fulfill their needs because of the competitive price.
Airport enterprise innovation performance is a crucial issue that planners, decision makers and managers should focus in order to drive the airport enterprise performance towards sustainable development. The strategic infrastructure needs, and investments need to include improvements across all major factors that affect the innovation dimension of sustainable development.
Key objective of the paper is to highlight the challenges in airport enterprise management towards sustainable development in terms of innovation improvement. A performance evaluation towards innovation and sustainable development framework is adopted and a case study application highlights the crucial role of airport enterprise management performance innovation dimension towards sustainable development. Conventional wisdom is to stimulate the interest on topic and promote a framework addressing to evaluate airport enterprise management performance towards innovation and sustainable development.
In the business world, companies need high performance. Performance is the result or overall success rate of a person over a period of time in carrying out tasks compared to various possibilities, such as predetermined standards of work, targets, or criteria. The purpose of the study was to analyze the influence of intellectual intelligence, emotional intelligence, and spiritual intelligence on employee performance. The population in this study were 63 employees of PT PLN (Persero). This study uses quantitative associative, with data analysis used is multiple linear regression analysis. The results showed that both intellectual intelligence, emotional intelligence, and spiritual intelligence had a positive and significant effect on employee performance. Intellectual intelligence has the greatest influence on employee performance, followed by spiritual intelligence and emotional intelligence. Intellectual intelligence, emotional intelligence and spiritual intelligence together have an effect of 52.4% on employee performance, and the remaining 47.6% is influenced by other factors not explained in this study.
The main purpose of the research study is to analyze the effect of organizational commitment, job satisfaction and work insecurity as well as their impact on the performance of Bank Aceh Syariah. The samples of the research are 209 employees which are selected with survey methods. Data was collected by using questionnaire, and then the data was analyzed with statistical methods of structural equation model (SEM). The study found that the organizational commitment and job satisfaction have a negative effect on turnover intention, but positive effect on the performance of Bank Aceh Syariah. The work insecurity has a positive effect on turnover intention, but negatif effect on the performance of the bank.
This study aims to test the effect of employee engagement and organization trust on organization citizenship behaviour and its impact on organization Effectiveness. The object of this research is the government organization of Pidie Jaya with Echelon IV Officers as a respondent. The number of sample is determined by using proportional sampling technique and Slovin equation, and it provides 171 respondents. Data is analyzed using the path analysis with the SPSS program assistance. The findings describes that employee engagement, organization trust, organization citizenship behaviour and organization Effectiveness have been going well. For the verification test of direct effect provides: employee engagement effects organization citizenship behaviour; organization trust effects organization citizenship behaviour significantly; employee engagement effects organization Effectiveness significantly; organization trust effects organization effectiveness significantly, and; organization citizenship behaviour effects organization Effectiveness significantly. These all findings prove that the previous theories are still applicable, and these also apply in Government organization of Pidie Jaya District. The originality of this research is in its novelty in term of the object, time, and statistic approach. This result contributes to academic and research area in order to develop the next model and method. For the practical, this has verified that the variables in this research need more attention from the managers especially in organization related.
This paper is an analysis on the impact machine learning, Artificial Intelligence, and robotics has on the supply chain management. The analysis covers the basis of AI in the SCM mechanisms while defining it from the ground up. Later on, to shed a true light on supply first the paper zooms in on the effects of machines in marketing. From what particular methodologies are deployed in today’s environment extending all the way to its anticipated outcomes. As the reader progresses he/she will find valuable studies on the main segments of machine learning within the supply chain itself. Certain novelties and innovations are scrutinized regarding SCM alongside these studies. These innovations are exemplified by certain cases presented in Part 3. The penultimate section briefly examines the possible drawbacks of the surge in machine application in SCM. The final section compiles the ideas presented in the paper as a whole and gives a glimpse of an estimate for the near future.
Huang (2018) decomposes the differences in quantile portfolio returns using distribution regression. The main issue of using distribution regression is that the decomposition results are path dependent. In this paper, we are able to obtain path independent decomposition results by combining the Oaxaca-Blinder decomposition and the recentered influence function regression method. We show that aggregate composition effects are all positive across quantiles and the market factor is the most significant factor which has detailed composition effect monotonically decreasing with quantiles. The main decomposition results are consistent with Huang (2018)
In Kenya, the newly promulgated constitution of 2010 (CoK, 2010), provides the basis of monitoring and evaluation as an important tool for operationalizing National and County Government projects to ensure projects success, integrity, transparency and accountability. The county governments are responsible for delivering basic services in collaboration with other agencies and partners to enhance quality of life: however, the county government projects has been marred by lack of integrity, transparency, accountability and litany of other monitoring and evaluation weakness which has undermined the impacts and success of projects including Regional Economic Blocs. Lake Region Economic Bloc (LREB) which comprised of fourteen counties bordering Lake Victoria Basin is not sparred either. The study was conducted in six LREB Counties namely, Migori, Homabay, Kisumu, Siaya, Kakamega and Vihiga chosen in a random manner. This study specifically assessed the effectiveness of Monitoring and Evaluation methods on the Performance of County Governments Projects. The study was guided by the theory of change. The research was carried out using descriptive survey design which entails both qualitative and quantitative data collection procedures. The researcher used stratified random sampling techniques to draw a sample from the study population. The qualitative method focused on group discussion and in-depth interviews. The quantitative techniques employed questionnaires to 398 purposively selected subjects from the county projects. Data collection was from two main sources; primary and secondary. Secondary sources included relevant county documents, constitution, legislations, policy documents and reports among others. The Study employed questionnaires, Focus group discussion and Interview guide as its primary data collection method. Statistical Package for Social Science (SPSS) version 18.0 was used for analysis. Data was analyzed using descriptive and inferential statistics techniques and presented in tables and figures. The study findings indicated thatM&E methods, indicated by the coefficient of effectiveness (R2) which is also evidenced by F change 109.403>p-values (0.05). This implies that this variableis significant (since the p values<0.05) and therefore should be considered as part of effectiveness of M&E systems on the performance of County Governments projects. The study concludes that there are no effective and adequate projects monitoring and evaluation methods in place for County Government Projects, which can facilitate the achievement of desired projects performance and outcomes. The study recommends that the County Government should develop a clear M&E methods for each project with clear data collection, analysis, reporting and implementation methods. This Study recommends further research to be conducted in the other Regional County Economic Blocs.
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This study is directed to determine the role of government treasurer in state university in tax compliance. With the spirit of the state apparatus, especially the Civil Servant, in reporting the taxes, it is expected to become a continuously growing and infectious snowball to the taxpayers to report their taxes correctly, completely and clearly as well as to avoid administrative sanctions that are subject to such non-compliance. This study method used is qualitative, the source of this study is government treasurer. The use of this qualitative approach is based on the concept of natural setting, grounded theory, descriptive, more concerned with the process than the outcome, temporary design, and research results are negotiated and agreed upon. The results show that treasurers have a big role in tax compliance, but however, there are still many obstacles that must be faced in fulfilling their financial obligations. this research was conducted only in one state university, so that data that could be processed was very limited.
The corporate governance is a popular topic within two last decade, and the emerging economies are practicing &enhancing their performances. The review is conducted to assess the effectiveness of the corporate governance implications on firm’s performances. The study followed the deductive approach and the journal articles, and the reports have used the source of the review. As per the literature findings, the researcher developed a conceptual design for the case review. The independent variable is the corporate governance mechanism, and the dependent variable is organizations performances. Both independent and dependent variables comprise the different type of corporate governance practice and the different function of the organizational performances. The review found that all the types of corporate governance practices are influenced to the organizational performance and the better corporate governance mechanism can enhance all type of performances.
Innovative work behavior is likely to be an important need for the increasing performance of the hospital to provide the health public services. Theoretically and empirically, the behaviors be related to employee perception on management support, information technology and employee empowerment. The study aims to determine the effect of management supports and information technology on employee empowerment as well as their impact on the innovative work behaviors of the employee of dr. Zainoel Abidin District Hospital Banda Aceh. The study conducted of 302 employees of the hospital. The data collected by questionnaire and then the data is analyzed by statistical means of structural equation model (SEM). The study found that management support and information technology have a positive and significant effect on the employee empowerment and innovative work behavior. The employee empowerment mediates the effect of management supports and information technology on the innovative work behavior.
This research deals with an insight and analysis of the economy projectification in a smaller country, here represented by Croatia. The study was inspired by similar research conducted in Germany, Island and Norway and it is based on similar but partly adapted methodology. The objective of this study is to measure level of economy projectification in a smaller country, and to provide relevant data related for the level of project work. The random sample of 250 companies, from both public and private sectors, was selected across nine sectors of the economy. A stratified random sampling was drawn and interviews were conducted via telephone, so as on-line survey. While analysing collected data and considering the objectives of this paper, only basic statistical analyses were applied for calculating averages and mean values. This study confirmed that projectification trends and figures in a smaller country are similar to those in larger or developed countries. During the period of last five years, the projectification level of the Croatian economy was increased from 27% (in 2013.) to33% (in 2018.). The results show significant difference in projectification among the different sectors of economy, so as changes and trends over the recent time period.
This paper is designed to show how integrated process planning and cross employee planning can be a vital part to any business operation. It will also uncover how different integrated processes and employee relations will help a business to grow. Various topics ranging from enterprise resource planning, integrated planning in supply chains, the non-linear approach, innovation and digitalization coupled with cross training and empowerment, Human resources, and Manager Employee relations complement each other and could bring an organization together. Various thought processes and intellectual reasoning skills were instrumental in all consideration of this project. Many antiquated processes were changed over the years to update operations in the business world where conventional means were not effective. Integrating product planning and employee planning optimized operations both in the product and service industry and I will accent many of these optimizations. With recent technological advances and human relations tactics, project management and organization has been streamlined and works more productively than its predecessors. Regardless of the industry, integrated process planning, and cross employee planning could possible turn a dinosaur into a competitive part of the economy.
One of the problems in big cities are transportation.They solve this problem by providing mass transportation such bus or train. People use this facility to travel between surrounding cities or within the city. Jakarta recently has a new public transportation called TransJakarta which serving people travelingfrom nearby cities and in the city.In order to move or doing business between places people in Jakarta use TransJakarta This research aims to analyse ticket price, service quality and customer value toward customer satisfaction. We conducted a research by using questionnaires given to thepassangers and developed a model using a multiple regression to process the result from questionnaires. Samples were taken from The number of sample for this reseach was 130 customers taken from one bus stop which passengers traveled from BSD City to Grogol and Slipi. The results from partial testing showed that customer value andservice quality have effect on customer satisfaction while ticket price does not have effect on customer satisfaction.
Dairying is one of the livestock productions practiced almost all over Ethiopia, involving a vast number of small, medium, or large-sized, subsistence or market-oriented farms. However, the structure and performance of dairy sectors and its products marketing both for domestic consumption and for export is generally perceived poor in Ethiopia due to different challenges. These challenges vary across different production system to another and/or from one location to another. Among other challenges seasonality of production, spoilage (lack of milk collecting facilities), poor animal health and management, inadequate supply of quality feed, low productivity and genetics ,quality problem, weak vertical integration, absence processing plant, inadequate permanent trade routes and other facilities like feeds, water, holding grounds, lack or non-provision of transport, lack of access to land, ineffectiveness and inadequate infrastructural and institutional set-ups, prevalence of diseases, lack of credit and inadequate market information are dominant in Ethiopia. Therefore, market infrastructure facilities, producers cooperative, feed quality and quantity provision system need to be strengthen for effective dairy value chain development.
This research paper examines customer intention to reorder in respect to delivery service and product satisfaction. Our research model includes delivery service, satisfaction and reorder intention. Satisfaction in this research model work as mediating variable. A survey method was adopted to collect data, collected data were analysis using SPSS to see the correlation between variables. A significant relationship was found between delivery service and reorder intention as well as moderating role was also note with satisfaction and reorder intention.
This paper examines the impact of internet use on student performance. In this cross-sectional study, one hundred twenty survey responses were collected from plus two-level students from BirendranagarSurkhet. The respondents were selected from class 11 and 12 students randomly. Frequency of internet use, location of internet use, cooperation from teachers for internet learning and peer group influence on internet use for academic purpose has been analyzed with their academic performance.one sample t test was used to analyze the data. The finding concludes all these variables have positive impact if the student use internet for learning process. Similarly, the analysis shows that the student who used internet at home for learning purpose has found highest academic achievement.
Project management is one of the most popular tool in the companies in today´s competitive environment. There are many successful companies, in which the project management has the key position. Project management is the application of knowledge, skills, tools, and techniques to project activities to meet project requirements. Project management is accomplished with the processes such as initiating, planning, executing, controlling, and closing. The project team manages the work of the projects, and the work typically involves competing demands, stakeholders with differing needs and expectations and identified requirements. It is important to note that many of the processes within project management are iterative in nature. This is in part due to the existence of and the necessity for progressive elaboration in a project throughout the project life cycle.
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How E-Service Quality, Experiential Marketing, and Price Perception to make Repurchase Intention on On-line Shopping?
1. www.theijbmt.com 10|Page
The International Journal of Business Management and Technology, Volume 2 Issue 3 May-June 2018
ISSN: 2581-3889
Research Article Open Access
How E-Service Quality, Experiential Marketing, and Price
Perception to make Repurchase Intention on On-line
Shopping?
Lily Suhaily:
Faculty of Economic and Business, Atma Jaya Catholic University
Jalan Jenderal Sudirman 51, Jakarta, Indonesia
e-mail address: lily.eddy@atmajaya.ac.id
Yasintha Soelasih:
Faculty of Economic and Business, Atma Jaya Catholic University
Jalan Jenderal Sudirman 51, Jakarta, Indonesia.
e-mail address: yasintha.soelasih@atmajaya.ac.id
Abstrak: The development of the internet led to the use of information technology. The use of information technology
not only to transform the services provided, but also to change the service delivery process. In connection with this
condition raises the opportunity for retail transactions in the use of online shopping. The purpose of research to
determine the effect of E-Service Quality, Price Perception to Repurchase Intention mediated by Customer Satisfaction,
Customer Loyalty and Experiential Marketing on On-line shopping. The number of samples taken as many as 496
respondents. Respondents who were taken with the provisions ever shop by using online shopping. Sampling method
by using random sampling. Data were analyzed by using Structural Equation Modeling (SEM). The results showed the
largest influence is satisfaction to consumers loyalty, compared to the other variables. There is e-service quality,
experiential marketing, price perception have influence to customer satisfaction. In addition consumer satisfaction has
influence to customer loyalty and customer loyalty has influence to repurchase intention. Hence customer satisfaction
has influence to repurchase intention, and customer satisfaction has a direct or indirect influence to repurchase
intention.
Keywords: E-Service Quality, Price Perception, Customer Satisfaction, Customer Loyalty and Repurchase Intention.
I. Background of Study
The development of the internet led to the use of information technology in human life. According to the Central Bureau
of Statistics (BPS) that economic growth in the first quarter when compared to the year on year, is supported by several
sectors, one of which is information and communication that grew 9.01% (2017). The high growth of information and
communication is encouraging entrepreneurs to take advantage of technological developments. This change causes a
change in consumer behavior in shopping. Therefore companies take advantage of these changes by making sales
through online.
The use of information technology not only transforms the services provided, but also changes the service
process (Paluch & Blut, 2013). This raises the opportunity for retail transactions with the use of online shopping (Bulut,
2015). In addition, with the internet, consumers more easily get access to information and offer a variety of products and
services that can be selected at competitive prices (Park and Kim, 2003). This phenomenon is anticipated by retail
companies in Indonesia as an opportunity to market their products by using online shopping.
Retail companies that market products using online shopping, need to know the services provided in the
formation of customer satisfaction. Kim (2012), stated that online service quality affects consumer satisfaction.
Consumers who are satisfied with the online retail performance have a positive effect on their loyalty (Anderson &
Srinivasan, 2003). The price perception also influences the satisfaction of the consumers. An appropriate price is one
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How E-Service Quality, Experiential Marketing, and Price Perception to make Repurchase Intention on On-line Shopping?
marketing mix that affects consumer satisfaction and loyalty to online shopping Xia et.al (2004) & Lee et al. (2007), stated
that loyal consumers will have an effect on their repeat purchases.
In making online purchases, consumers gain experience in finding products or services needed. According to
Wu & Tseng (2015), there is a positive influence between experiential marketing on customer satisfaction and loyalty.
Hayes (2008) stated, that loyal consumers are profitable for consumers and will repurchase and the company can
establish long-term relationships with consumers. Changes in the purchase process by using online cause changes in
service, price and behavior for consumers. Therefore, in this research will be analyzed the effect of E-Service Quality,
Price Perception to Repurchase Intention mediated by Customer Satisfaction, Customer Loyalty and Experiential
Marketing on On-line Shopping.
II. Literature Review
E-Service Quality
According to Yang & Tsai (2007), Rahman and Miazee (2010), Jain & Kumar (2011) utilizing E-SERQUAL in measuring
quality of B2C websites indicated that the instrument is highly reliable in predicting how online shoppers evaluate
quality of retailers websites. Mustafa (2011) stated that e-satisfaction of online shoppers was determined by the
performance of the website and the product provided by the website.
The description of e-SQ as a multidimensional construct, and for its measurement through a scale that adapts
the dimensions of traditional service quality, were developed by Parasuraman et al. (2005), using the E-S-QUAL scale in
the field of e-commerce. In addition, according to (Zeithaml, Parasuraman, & Malhotra, 2000), there are 11 dimensions
of e-Service Quality, namely reliability, responsiveness, access, flexibility, ease of navigation, efficiency, assurance /
trust, security / privacy, price knowledge, aesthetics, customization / personalization.
There is the influence of e-service quality to customer satisfaction. Chang & Wang (2011) found that the quality
of e-service has influences towards the values of customer satisfaction. Lai et al. (2007) said that satisfaction may lead to
higher frequency of use of those services by customers, recommendation of them to others and repeated purchase.
According to Stacie et.al (2006) that the positive relationship between information quality and system quality of e-
service quality affect customer satisfaction.
H1: There is the influence of e-service quality to customer satisfaction
Lai et al. (2007) suggested that when customers perceive better website service quality, such as special treatment
benefits, they will have more e-satisfaction.
Experiential Marketing
Experiential marketing has grown in importance because traditional marketing has largely ignored the notion of act
experiences. Experiential marketing is being implemented in practice, yet is not accounted for the various philosophies
of marketing (Obonyo, 2011). In experiential marketing, customers are able to differentiate one product or service from
another since they experience themselves directly in the process of selecting and consuming the product or service using
five approaches: sense, feel, think, act and relate (Andreani 2007).
Ling, Chai, & Piew (2010) suggests that certain features of online customer experience, firstly, past experience
influences future online behavior. According to Gentile, Spiller, & Noci (2007); Christopher & Schwager (2007) assume
online cutomer experience to be a psychological state manifested as a subjective response to the e-retailer’s website.
Indrawati & Fatharani (2016) said that experiential marketing simultaneously has a significant effect towards customer
satisfaction. Also there is the experiential marketing was a significant influences to customer satisfaction ( Mei-Ying Wu
& Li-Hsia Tseng, 2015).
H2: There is the influences of Experiential Marketing to Customer Satisfaction
There is the experiential marketing was a significant influences to customer satisfaction (Wu & Tseng, 2015).
Price Perception
The differences between online and offline shopping environments is the degree to which consumers compare prices. In
online shopping environments, price comparison sites are widespread (Häubl & Trifts, 2000; Iyer & Pazgal, 2003; Pan,
Ratchford, & Shankar, 2004). Vijayasarathy & Jones (2000) indicated that the price was more important than any other
related factors in online shopping. According to the price fairness, Xia et.al (2004) said that consumers considered the
price fair or not which directly associated with their feeling and intention in shopping experiences. Grewal et al. (2003)
said that the relation between Internet and the price-value-loyalty can increase consumers’ benefits which affected their
perceived-value, loyalty and satisfaction.
In the case of the percentage discount amount, customers also need to conduct an additional cognitive task to
figure out how much money they actually save, such as subtracting the selling price from the original price (Biswas et al.
, 2013). Nusair et al. (2010) states that the influence of price discount levels and price discount frames on consumers'
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How E-Service Quality, Experiential Marketing, and Price Perception to make Repurchase Intention on On-line Shopping?
evaluation of service quality and their purchase intention. There is influence between the price perception and the
customer satisfaction was positive and significant (Prayitno, 2016).
H3: There is the influence of price perception to customer satisfaction
There is influence between the price perception and the customer satisfaction was positive and significant (Prayitno,
2016).
Customer Satisfaction
According to Nagy & Kacmar (2013), consumer satisfaction is a feeling of satisfaction in which the performance of
products, services, or experience received higher than expected. An important attribute of e-service quality in the e-
retailing industry is one of marketing strategy (Goodman, 2009). Personalized customer services are another important
attribute of e-service quality for the success of online stores (Klie, 2011). It has been found that a satisfied customer has a
positive purchase intention, such as a repurchase, positive word-of-mouth, and loyalty in the long-term (Byambaa &
Chang, 2012).
Lin & Lekhawipat (2014) suggest that customers that satisfied have been more expected to repurchase in the
future than unsatisfied. Chiu et. al (2009) said that satisfaction positively impacts on loyalty toward online shopping. It
is evidence from the literature that satisfied customer show a greater intention to use company’s products and have a
lower intention to find from other e-stores (Kim et.al, 2009). Therefore, e-stores prefer customer satisfaction as crucial to
attain sustainable growth and competitive advantage in online shopping (Deng et.al (2010).
Subramanian et al. (2014), stated that customer satisfaction as purchasing experience reliability and responsiveness of
quality service of e-stores drives them to re-purchase intention.
Ghalandari (2012) suggest there is the direct effect of e-satisfaction to e-loyalty. Therefore if e-shops are able to
provide appropriate e-service quality to customer in order to enhance e-satisfaction this may lead to higher frequency of
use of those services by customers, recommendation of them to others and repeated purchase; thus e-service quality can
be considered as an important factor in creation and development of e-loyalty.
H4: There is the influence of customer satisfaction to customer loyalty.
Lin & Lekhawipat (2014) demonstrated that customers that satisfied have been more expected to repurchase in the
future than unsatisfied.
Customer Loyalty
Customer loyalty defined that loyal customers are those who rebuy a brand, consider only that specific brand and do
not seek any brand-related information (Brunner et al, 2008). Chen (2008) said that loyalty exists when customers feel
satisfied with a product and have intentions to repurchase and spread positive word-of-mouth about the product. Lin
(2011) suggests that customer loyalty as a commitment to use, repurchase, cross-purchase of products or services of a
particular brand. Chen (2012) stated that customer loyalty refers to how customers have favorable attitudes toward
target e-retailers, shown through repeat purchase intentions and behaviors.
Consumers encourage friends and family to make purchases through online shopping, state the positive things
if shopping through online shopping, will make purchases of products through online shopping in the future,
recommending others who need advice to make purchases using online shopping, online shopping as an option to shop
rather than traditional shopping (Zeithaml et.al. 1996). One of the benefits of customer loyalty can increase vendor
profitability (Zhang et al, 2011). Accoding to Eisingerich & Bell (2007) stated that customer loyalty is important and
significant determinant to repurchase intention.
H5: There is the influence of customer loyalty to repurchase intention
Customer loyalty is important and significant determinant for repurchase intention (Eisingerich & Bell, 2007).
Repurchase Intention
Zhou et.al. (2009) & Kim et.al., (2012) stated that repurchase intention is the consumer interested to make another
purchase by using online shopping, consumers will revisit online shopping in the future and consumers are interested
to recommend online shopping because they also use online shopping. Moreover, perceived ease-of-use and perceived
usefulness have a positive effect on repetition of shopping behavior (Chen, 2012). Hsu et al. (2014) stating that
repurchase intention has significant affected by customer satisfaction.
H6: There is the influence of customer satisfaction to repurchase intentention.
Hsu et al. (2014) stating that repurchase intention has significant affected by customer satisfaction.
H7: There is the influence of Customer Satisfaction to Repurchase Intention mediated by Customer Loyalty.
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Figure 1 Research model
III. Methodology
Object research on online consumers. The population in this study is not known therefore the number of samples taken
as many as 496 by looking at the number of indicators used as much as 39. Sampling is done by simple random
sampling. This sampling method is used based on the population is very large.
The collected data is processed by using structural equation modeling. This tool is used because to test the
research model in accordance with the hypothesis. The indicators used are tested reliability and validity. For reliability
then used the test by looking at the value of alpha cronbach. Reliability test shown in table 1.
Table 1 Reliability Test Results
Variable Cronbach Alpha
E- service quality 0.904
Price perception 0.785
Experiential marketing 0.871
Customer satisfaction 0.885
Customer Loyalty 0.847
Repurchase intention 0.793
Reliability test results indicate that all the variables used indicate reliable value, meaning the variable can be used in this
study. After tested variable then continued with validity test. Test validity using confirmatory factor analysis. Result of
validity test in table 2.
Table 2 Validity Test Results
Indicators E Service
Quality
Price
Perception
Experiential
Marketing
Customer
Satisfaction
Customer
Loyalty
Repurchase
Intention
ESQ1 0.543
ESQ2 0.636
ESQ3 0.673
ESQ4 0.627
ESQ5 0.568
ESQ6 0.513
ESQ7 0.724
ESQ8 0.693
ESQ9 0.746
ESQ10 0.726
ESQ11 0.589
E- Service
Quality
Experiential
Marketing
Price
Perception
Customer
Satisfaction
Customer
Loyalty
Repurchase
Intention
H1
H2
H3
H6
H4 H5
H7 H7
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ESQ12 0.604
ESQ13 0.577
ESQ14 0.662
PP1 0.712
PP2 0.785
PP3 0.582
PP4 0.704
EM1 0.822
EM2 0.827
EM3 0.570
EM4 0.701
EM5 0.745
EM6 0.644
CS1 0.670
CS2 0.605
CS3 0.749
CS4 0.745
CS5 0.746
CS6 0.745
CS7 0.797
CL1 0.690
CL2 0.775
CL3 0.768
CL4 0.794
CL5 0.646
RI1 0.850
RI2 0.789
RI3 0.650
The result of validity test shows that all indicators can form the variables studied. Because the results of the instrument
shows reliable and valid therefore it can be used for data retrieval in research. After the instrument test is done then the
next step to test the model.
Table 3 Model Test
Fit Measure Good Fit Acceptable Fit Estimated
χ2 (Chi-square)
p value
χ2/df
0 ≤ χ2 ≤ 2df
0,05 < p < 1,00
0 ≤ χ2/df ≤ 2
2df ≤ χ2 ≤ 3df
0,01 ≤ p ≤ 0,05
2 < χ2/df ≤ 3
χ2 = 2521.62
p-value = 0.00
3.63
RMSEA
SRMR
0 ≤ RMSEA ≤ 0,05
0 ≤ SRMR ≤ 0,05
0,05 ≤ RMSEA ≤ 0,08
0,05 ≤ SRMR ≤ 0,10
0.08
0.06
NFI
NNFI
CFI
GFI
AGFI
0,95 ≤ NFI ≤ 1,00
0,97 ≤ NNFI ≤ 1,00
0,97 ≤ CFI ≤ 1,00
0,95 ≤ GFI ≤ 1,00
0,90 ≤ AGFI ≤ 1,00
close to GFI
0,90 ≤ NFI ≤ 0,95
0,95 ≤ NNFI ≤ 0,97
0,95 ≤ CFI ≤ 0,97
0,90 ≤ GFI ≤ 0,95
0,85 ≤ AGFI ≤ 0,90
close to GFI
0.96
0.97
0.97
0.76
0.74
Source: Engel; Moosbrugger; Muller (2003). Evaluating the Fit of Structural Equation
Table 3 shows that the good fit model is shown in NFI, NNFI, and CFI values while the acceptable fit model is shown in
RMSEA, and SRMR. According to Wheaton (1977) the cut-off model fit is 5, whereas in this result indicates that cut-off
model or χ2 / df is 3.63, that means the model has a good fit. Therefore the model can be continued used in this study.
Result and Discussion
After the data collected then can be processed as many as 496 respondents who provide completeness of the contents in
the answers of instruments that are asked to them. From the data collected then table created for the characteristic of
respondents. The results of the data are shown in table 4.
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Table 4 Respondent Characteristics
No. Characteristics Frequency Percentage
1. Gender
Male 207 41.7%
Female 289 58.3%
2. Age
15 1 0.2%
17 6 1.2%
18 38 7.7%
19 135 27.2%
20 121 24.4%
21 101 20.4%
22 49 9.9%
23 19 3.8%
24 7 1.4%
25 9 1.8%
26 4 0.8%
27 1 0.2%
28 2 0.4%
33 2 0.4%
38 1 0.2%
3. Education
SMA 214 43.1%
Diploma 19 3.8%
S1 260 52.4%
S2 2 0.4%
S3 1 0.2%
4. Occupation
Students/Undergraduate students 452 91.1%
Private Employee 34 6.9%
State Employee 1 0.2%
Entrepreneur 8 1.6%
Others 1 0.2%
Total 496 100%
In table 4 shows that most respondents are women prefer to shop online. The age of 19 years also the most respondents
where they do tend to be more consumptive. The average educational level is S1 and the most occupation is
students/undergraduate students, these results indicate that it is indeed they who enter into the millennial generation
that shows that they are happy to shop using on-line rather than offline. In the hypothesis proofing then use structural
equation modeling. Results of hypothesis testing are shown in table 5 below.
Table 5 Hypothesis test results
No. Hypothesis Path
Coefficient
Value - t t-table Results Conclusion
H1 Effect of E-Service
Quality to customer
satisfaction
0.295 4.711 1.96 significant H1 accepted, there
influences
between e-service
quality to
customer
satisfation
H2 Effect of Experiential
Marketing to customer
satisfaction
0.352 3.781 1.96 significant H2 accepted, there
is influences
between
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No. Hypothesis Path
Coefficient
Value - t t-table Results Conclusion
experiential
marketing to
customer
satisfaction
H3 Effect of price
perception to customer
satisfaction
0.309 2.692 1.96 significant H3accepted, there
is influences
between price
perception to
customer
satisfaction
H4 Effect of customer
satisfaction to
customer loyalty
0.910 13.274 1.96 significant H4 accepted, there
is influences
between customer
satifaction to
customer loyalty
H5 Effect of customer
loyalty to repurchase
intention
0.471 4.401 1.96 significant H5 accepted, there
is influences
between customer
loyalty to
repurchase
intention
H6 Effect of customer
satisfaction to
repurchase intention
0.483 4.569 1.96 significant H6 accepted, there
is influences
between customer
satisfaction to
repurchase
intention
Table 5 shows that from exogenous variables e-service quality, experiential marketing and price perceptions that have
the greatest influence to customer satisfaction are experiential marketing variables. As seen the results of hypothesis
tests 1, 2 and 3. This is because consumers who make online purchases feel a different experience when they make an
offline purchase. For online purchases they will not see a tangible product form, but they see product images that are on
the web of the sellers. Therefore the information of a product when conducting on-line sales should be in more detail, so
that consumers can know the product as a whole without having to interact with the seller. Therefore experience is very
supportive that consumers finally be satisfied or not. Experience marketing factors are important in on-line sales.
Businesses who make online sales should pay attention to web design and content within the web, and ease of
consumers surfing the web to find information on the products needed.
The result of hypothesis 4 test shows that high level of consumer satisfaction will cause the level of loyalty
for the consumer. Therefore, businesses with online ways need to consider the level of customer satisfaction so that they
are loyal to the company. The level of customer satisfaction is seen in the ease of finding information, purchasing
process, payment process and speed of delivery process until the product is accepted by the consumer.
The results of hypothesis 5 and 6 show that there is influence between customer satisfaction and customer
loyalty to repurchase intention. Of the two variables, it turns out the biggest influence to consumers repurchase
intention is customer satisfaction which level is 0.483 compared to customer loyalty of 0.471 to repurchase intention.
Business actors are required to provide the best e-service quality, price perception and experiential marketing therefore
it can form customer satisfaction that impact repurchase intention.
Hypothesis 7 tested to see the effect of customer satisfaction to repurchase intention through customer
loyalty shows the total effect of customer satisfaction through customer loyalty is bigger than customer satisfaction or
customer loyalty directly to repurchase intention. The value of customer satisfaction through customer loyalty is 0.912
while customer satisfaction directly to repurchase intention of 0.471. This means the formation of customer loyalty that
can increase repurchase intention compared to customer satisfaction directly to the repurchase intention.
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The equation results for hypothesis 7 as follows:
Repurchase Intention = 0.912 customer satisfaction + 0.471 customer loyalty
(0.058) (0.107)
15.643 4.401
The results of the above equation show that consumer satisfaction has the greatest influence on repurchase by through
consumer loyalty than direct consumer satisfaction to repurchase intention. Therefore companies need to realize that
loyalty is important to be able to increase repurchase than just a satisfied consumer.
Figure 2 Lisrel Results
The result of researched by authors showed that there is influences between e-service quality to customer
satisfation because online shopping sites have a variety of products offered, send products in accordance with the
ordered and respond quickly in providing assistance in case of problems or questions. The result of this study
appropriate to Chang & Wang (2011) and also to Lai et al. (2007) that suggest there is e-service quality inlunces customer
satisfaction.
In addition the results showed that there is influence between experiential marketing to customer satisfaction
because consumers are happy and satisfied from the experience of using the website. The result of this study
appropriate to Mei-Ying Wu & Li-Hsia Tseng (2015) that said there is the experiential marketing was a significant
influence of customer satisfaction.
Hence the result showed that there is influence between price perception to customer satisfaction because
online shopping sites provide discounts for products that are marketed and consumers believe the quality of products
offered by online shopping in accordance with the price offered. The result of this study appropriate to Prayitno (2016)
that mention there is influence between the price perception and the customer satisfaction was positive and significant.
Next, the result showed that there is influence between consumer satisfaction to customer loyalty because
when consumers feel satisfied then they will re-purchase and recommend their friends and family to make purchases
of products through online shopping. The result of this study approriate to Byambaa & Chang (2012) has been found
that a satisfied customer has a positive purchase intention, such as a repurchase, positive word-of-mouth, and loyalty in
the long-term. Lin & Lekhawipat (2014) also said that customers satisfied have been more expected to repurchase in the
future than unsatisfied.
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The result showed that there is influence between customer loyalty to repurchase intention because when
consumers are loyal, they will be interested to make a purchase again to online shpping. The result of this study
appropriate to Eisingerich & Bell (2007) show that customer loyalty is important and significant determinant for
repurchase intention.
Also, the result showed that there is influence between customer satisfaction to repurchase intention because if
consumers are satisfied to make purchases through online shopping then they will buy the products again by using
online shopping. The result of this study appropriate to Hsu et al. (2014) that stating repurchase intention has significant
affected by customer satisfaction. And customer satisfaction has a direct or indirect influence to repurchase.
IV. Conclusion
E-service quality, experiential marketing, price perception have influence to customer satisfaction. In addition
consumer satisfaction has influence to customer loyalty and customer loyalty has influence to repurchase intention.
Hence customer satisfaction has influence to repurchase intention, and customer satisfaction has a direct or indirect
influence to repurchase intention. Likewise consumer loyalty influences repurchase intention. Also the largest influence
is satisfaction to consumers loyalty, compared to the other variables.
The companies engaged in on-line sales need to pay attention to consumer loyalty. The customers are satisfied
and loyal give the greatest influence to repurchase intention, as compared to customers satisfied but no loyalty
providing a lower rate to repurchase intention.
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