This document summarizes a research study that examined how perceived value, attitude, and trust influence consumers' intention to book hotel rooms online. The study analyzed survey responses from 152 people who had previously booked hotels online in Indonesia. The results showed that perceived value and attitude had a direct, positive influence on booking intention. However, trust did not have a significant mediating effect. This implies that for these consumers, their perceptions of a hotel's value and their overall attitude were more important determinants of booking intention than their level of trust in the hotel. The research has implications for understanding what factors drive consumers' decisions to book hotels online.
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
The document summarizes a research paper that analyzes the effect of perceived ease of use, trust, perceived speed, and risk on customer loyalty for users of the Shopee online marketplace app who use bank transfers. It finds that perceived ease of use and trust positively affect customer experience, while perceived speed and risk negatively affect it. Customer experience then positively impacts customer loyalty. The study uses a survey of 400 Shopee app users in Indonesia and analyzes the data using structural equation modeling. It contributes to understanding the factors that influence customer loyalty in the context of online payment methods.
American Journal of Multidisciplinary Research and Development is indexed, refereed and peer-reviewed journal, which is designed to publish research articles.
This document discusses a study on how perceived usefulness, perceived value, and trust influence customers' intentions to use mobile banking applications in Indonesia. It begins with an introduction on the growth of financial technology and mobile banking services in Indonesia. It then reviews previous literature that found perceived usefulness and ease of use most influence mobile banking adoption, and identifies a research gap in needing more empirical studies on how the variables of perceived usefulness, perceived value, trust, and intention to use are constructed and relate to each other. The document proposes to empirically study how these factors influence Indonesian customers' intentions to use mobile banking applications.
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.
This study aims to analyze the effect of perceived flow, customer satisfaction and online purchase
intention on website quality in booking hotels in traveloka.
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
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
The document summarizes a research paper that analyzes the effect of perceived ease of use, trust, perceived speed, and risk on customer loyalty for users of the Shopee online marketplace app who use bank transfers. It finds that perceived ease of use and trust positively affect customer experience, while perceived speed and risk negatively affect it. Customer experience then positively impacts customer loyalty. The study uses a survey of 400 Shopee app users in Indonesia and analyzes the data using structural equation modeling. It contributes to understanding the factors that influence customer loyalty in the context of online payment methods.
American Journal of Multidisciplinary Research and Development is indexed, refereed and peer-reviewed journal, which is designed to publish research articles.
This document discusses a study on how perceived usefulness, perceived value, and trust influence customers' intentions to use mobile banking applications in Indonesia. It begins with an introduction on the growth of financial technology and mobile banking services in Indonesia. It then reviews previous literature that found perceived usefulness and ease of use most influence mobile banking adoption, and identifies a research gap in needing more empirical studies on how the variables of perceived usefulness, perceived value, trust, and intention to use are constructed and relate to each other. The document proposes to empirically study how these factors influence Indonesian customers' intentions to use mobile banking applications.
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.
This study aims to analyze the effect of perceived flow, customer satisfaction and online purchase
intention on website quality in booking hotels in traveloka.
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
Studying the Impact of Egyptian Hotels Websites Marketing on Customers E-Sati...ijitcs
The purpose of this research is to study the impact of Egyptian hotels’ websites marketing on customer e-satisfaction and how to achieve e-loyalty through focusing on e-satisfaction success
factors (website information quality, system convenience, system safety, service quality, expectations and perceptions for hotel services and facilities, and intention to revisit). In this study, convenience sample was used in order to achieve the aim and objective of this study. A self-administered questionnaire with customers was designed as the research instrument for collecting primary data. This questionnaire included items pertaining to the customers’ demographic data, evaluating level of their E-satisfaction regarding Egyptian hotels’ websites marketing. Four hundred fifty forms were distributed in fifteen investigated hotels; thirty forms in each hotel; among them 430 forms valid for analysis (96%). The study focused on five star hotels.
The findings revealed that the most of the customers were dissatisfied about websites marketing in the Egyptian hotels (i.e. dynamic contents, navigation, access, and security of sensitive
information, payment options, and their Perceptions of services and facilities after visiting the hotel during stay). Also, most of the customers disagreed to revisit the hotel, and disagreed to
suggest to friends and relatives to visit the hotel. Enhancing quality of the marketing websites in the hospitality business leads to sustaining hotel -customer relationship, customers E-satisfaction, E- loyalty, increasing the number of new customers and, improve the brand image of the Egyptian hotels, and consequently achieve profitability.
Key Opinion Leader, Online Consumer Reviews, and Online Group BuyingAJHSSR Journal
ABSTRACT: This study proposes to investigate the factors affecting consumers’ intention to purchase
group-buying products. From the literature review, we found that perceived usefulness of online customer
reviews (OCRs) and social psychosocial distance have impact to purchasing behaviors. Previous studies suggest
that electronic word-of-mouth (eWOM) plays a key role in purchase decision.Especially OCRs, a type of
eWOM, have become an important factor in influencing consumers’ shopping behavior.It was found that
consumers tend to refer to other people’s opinions to make shopping decisions. Due to the popularity of group
buying, this study aim to study how OCRs influence consumers’ decision.Group buying is one of the choices for
consumers.We postulate that those who feel closer to key opinion leaders (KOLs) will shorten their perception
of social psychosocial distance, which in turn will increase their willingness to join KOL-led group purchase
activities.
Keywords: Online Consumer Reviews, OCRs, Electronic Word-of-Mouth, eWOM, Social Psychosocial Distance
This document discusses a study that examines the interrelationships between trust, perceived risk, and behavioral intention for technology acceptance and internet banking. The study develops an integrated model to explain how trust and perceived risk influence consumers' behavioral intention to use internet banking services. The research was conducted through a survey of 432 young Chinese consumers and analyzed the relationships between trust, perceived risk, and behavioral intention regarding the adoption of internet banking services in China.
The influence of e-customer satisfaction, e-trust and perceived value on cons...SyedsulemanHussainsh
This document summarizes a research study that investigated factors influencing customer satisfaction, trust, perceived value, and repurchase intention in B2C e-commerce. The study developed a conceptual framework with 20 hypotheses examining direct, indirect, and moderating relationships between these factors. A survey was conducted with 415 respondents. The findings supported most hypotheses except for some relationships between specific factors and repurchase intention. The study provides insights for online retailers to improve customer retention strategies based on customer behavior.
- The document summarizes a research study that examines the relationships between service quality, brand attachment, and customer loyalty in the hotel industry in Bali.
- The study uses survey data from 100 hotel customers and analyzes the relationships between the variables using PLS analysis.
- The results found that service quality has a significant positive relationship with both brand attachment and customer loyalty. Brand attachment also has a significant positive relationship with customer loyalty. Additionally, brand attachment was found to mediate the relationship between service quality and customer loyalty.
Predicting customer's intentions to use internet banking: the role of technol...Samar Rahi
This document reports on a study that examined factors influencing the adoption of internet banking in Pakistan using the Technology Acceptance Model (TAM). The study collected survey responses from 265 internet banking users. The results of a structural equation model analysis found that:
1) Perceived usefulness, perceived ease of use, and attitude were significant predictors of intentions to use internet banking.
2) Perceived usefulness and perceived ease of use positively influenced attitudes towards internet banking.
3) Attitudes had the strongest positive influence on intentions to use internet banking.
4) The study suggests that promoting positive attitudes can encourage more customers to adopt internet banking.
Internet banking, customer perceived value and loyalty the role of switching ...Samar Rahi
This study aims to examine the relationship between internet banking, customer perceived value,
switching cost and customer loyalty. Furthermore, this study also examines if switching cost moderates the
relationship between internet banking, Customer perceived value and customer loyalty.
Assessing the Impact of Relationship Quality on Online Adoption ijbiss
Relationships are strongly embedded in Indian culture due to its high-context nature. Because of this, the role of relationship marketing has been advanced in a variety of services viz., banking, retailing, telecom, etc and hence the competition amongst various service providers has increased. Traditionally, relationship management used to be personal interaction based phenomenon but with IT as an enabler for online channels, the need for creating and growing relationships have transpired in a big way. With the advent of technological changes in the business environment, customers are seeking better alternatives to reduce the frequency of visiting the bank branch physically and are relying more on the virtual mode for transacting. Hence, banks and other service organizations are strongly focussing on the digital (online) channels for facilitating monetary transactions and hence gaining competitive advantage. In the virtual mode, the concept of relationships appears to be unrealistic due to the absence of human interface. However, significant studies have been conducted in this regard which focus on the influence of relationship quality factors viz., trust, commitment, satisfaction, etc. towards adopting the online channel for carrying out financial transactions. Relationship quality focuses on evaluating the strength of relationships, which affects customer loyalty. There exists a dearth of such significant studies in the Indian context. The present research will focus on bridging this gap in the literature. This paper will follow a causal research design for empirically analysing the impact of RQ factors towards adopting online mode for banking transactions. It will also investigate the future intentions of the customers toward using the online channels for carrying out financial transactions.
This document summarizes a study examining factors that influence customer satisfaction and trust in mobile commerce (m-commerce) transactions. The study surveyed 200 m-commerce customers. Results of the analysis show that customer satisfaction with vendors was significantly influenced by ease-of-use, responsiveness, and brand image. Customer trust in vendors was affected by responsiveness, brand image, and satisfaction. The study concludes that m-commerce providers should focus on these factors to provide more satisfaction and trust among customers. Understanding these factors enables providers to better develop trust with m-commerce customers.
This document summarizes a research study that examined how consumer participation when using online recommendation agents (RAs) affects satisfaction, trust, and purchase intentions. The study hypothesized that greater participation when using an RA would lead to higher satisfaction and trust in the RA and its recommendations. It also proposed that financial risk associated with products would reduce satisfaction, trust and purchase intentions, and moderate the effects of participation. The findings were intended to provide insights for marketing strategy regarding how to design RAs and the role of participation and risk.
Diffusion of innovation, consumer attitudes and intentions to use mobile bankingAlexander Decker
This document discusses a study on the factors that influence consumers' intentions to use mobile banking. Specifically, it examines how the diffusion of innovation characteristics of relative advantage, compatibility, and trialability impact consumer attitudes and intentions to use mobile banking. The study found that relative advantage, compatibility and trialability positively influence consumer attitudes. Additionally, relative advantage and trialability positively impact intentions to use, while compatibility does not. Consumer attitudes also positively impact intentions to use. So in summary, the diffusion of innovation characteristics indirectly influence intentions to use mobile banking through their impact on consumer attitudes.
THE INFLUENCE OF APPLICATION FEATURES AND SECURITY THROUGH TRUST ON BRImo CUS...AJHSSR Journal
ABSTRACT : This research objective is to determine the influence of application features and security
through trust on BRImo customer loyalty in Banyuwangi. This research used the Explanatory Research type.
The population used in this research is all customers who use the BRImo application as of the end of December
2022 at the BRI Banyuwangi office, totaling 89,333 customers. The sampling technique in this research used a
multistage random sampling technique (multi stage sampling). In this study, the criteria used were customers
who happened to use the BRImo application and were financially registered, totaling 100 respondents. The data
analysis method used Structural Equation Modeling (SEM) with the SmaprtPLS application. The research
results showed that Application Features influence BRIMo Trust in Banyuwangi Regency. Security influenced
BRIMo's trust in Banyuwangi Regency. Application features influenced BRIMo customer loyalty in
Banyuwangi Regency. Security influenced BRIMo Customer Loyalty in Banyuwangi Regency. Trust influenced
BRIMo Customer Loyalty in Banyuwangi Regency. Trust mediated the influence of Application Features on
BRIMo Customer Loyalty in Banyuwangi Regency. Trust mediated the influence of Security on BRIMo
Customer Loyalty in Banyuwangi Regency.
KEYWORDS : Application feature, security, trust, loyalty
The document discusses a study that examines the relationships between e-service quality, perceived value, customer satisfaction, and loyalty in online shopping. It develops a research model to test these relationships. The model proposes that e-service quality impacts customer satisfaction and perceived value, which in turn impact customer loyalty. The study uses a survey to collect data from online shoppers to test this model and the relationships between the factors.
This document discusses a study examining the relationships between e-service quality, perceived value, satisfaction, and loyalty in online shopping. The study developed a research model to test whether e-service quality indirectly affects customer loyalty through its impact on perceived value and satisfaction. It also tested whether perceived value indirectly and directly impacts loyalty through satisfaction. The study used structural equation modeling analysis to empirically test the relationships and found support for the model.
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
This document discusses research on the relationship between consumer satisfaction and online shopping behavior. It presents a hypothesized relationship model between consumer satisfaction and online consumer behavior. The model is based on theories of customer satisfaction, consumer behavior, technology acceptance, and innovation diffusion. The researchers conducted statistical analyses to test the model using SPSS software. The results showed that web service quality, security, interaction and other factors influence consumer satisfaction. Higher consumer satisfaction, positive attitudes toward online shopping, and higher perceived usefulness were found to increase shopping intentions, and satisfaction had a positive relationship with intentions to shop online.
Public enthusiasm regarding lending services using the current new method, namely peer to per
lending, has become the highest sector in the development of fintech in Indonesia. The purpose of this study was
to determine and analyze the intention of millennials generation in making transactions on peer to peer lending
applications. Researcher will review from factor perceived ease of use, perceived risk and add a moderating
variable is consumer attitude in
Customer's perception of public relation in e commerce and its impact on e-lo...Samar Rahi
This study aims to inspect the relationship between Customer’s Perception of Public Relation (PRP), Customer Perceived Value (CPV) on E-Loyalty; further test the moderating role of Switching Cost and Brand Image in that relationship.
1) The document examines the influence of external bailouts on macroeconomic stability in Ghana from 2008 to 2021 using time series data and vector error correction modeling.
2) It finds that while external bailouts have no short-term impact, there is a long-term causal relationship between bailouts and macroeconomic stability as well as with foreign direct investment, GDP, and imports.
3) To improve stability, the authors recommend that Ghana reduce reliance on external bailouts, increase foreign reserves, and expand agriculture and industrialization.
- The document discusses a study on increasing brand awareness of Oranger Mobile, which is a courier service partner of PT Pos Indonesia responsible for pickups, deliveries, and direct sales.
- Brand awareness of Oranger is currently low, as the number of Oranger drivers did not meet targets in 2021 and most respondents in a survey were not familiar with the Oranger brand.
- The study uses a mixed-methods approach, collecting both qualitative data to measure brand awareness and quantitative data to analyze factors influencing awareness. The results show advertising, publicity, sponsorship, and word-of-mouth can increase Oranger's brand awareness.
Studying the Impact of Egyptian Hotels Websites Marketing on Customers E-Sati...ijitcs
The purpose of this research is to study the impact of Egyptian hotels’ websites marketing on customer e-satisfaction and how to achieve e-loyalty through focusing on e-satisfaction success
factors (website information quality, system convenience, system safety, service quality, expectations and perceptions for hotel services and facilities, and intention to revisit). In this study, convenience sample was used in order to achieve the aim and objective of this study. A self-administered questionnaire with customers was designed as the research instrument for collecting primary data. This questionnaire included items pertaining to the customers’ demographic data, evaluating level of their E-satisfaction regarding Egyptian hotels’ websites marketing. Four hundred fifty forms were distributed in fifteen investigated hotels; thirty forms in each hotel; among them 430 forms valid for analysis (96%). The study focused on five star hotels.
The findings revealed that the most of the customers were dissatisfied about websites marketing in the Egyptian hotels (i.e. dynamic contents, navigation, access, and security of sensitive
information, payment options, and their Perceptions of services and facilities after visiting the hotel during stay). Also, most of the customers disagreed to revisit the hotel, and disagreed to
suggest to friends and relatives to visit the hotel. Enhancing quality of the marketing websites in the hospitality business leads to sustaining hotel -customer relationship, customers E-satisfaction, E- loyalty, increasing the number of new customers and, improve the brand image of the Egyptian hotels, and consequently achieve profitability.
Key Opinion Leader, Online Consumer Reviews, and Online Group BuyingAJHSSR Journal
ABSTRACT: This study proposes to investigate the factors affecting consumers’ intention to purchase
group-buying products. From the literature review, we found that perceived usefulness of online customer
reviews (OCRs) and social psychosocial distance have impact to purchasing behaviors. Previous studies suggest
that electronic word-of-mouth (eWOM) plays a key role in purchase decision.Especially OCRs, a type of
eWOM, have become an important factor in influencing consumers’ shopping behavior.It was found that
consumers tend to refer to other people’s opinions to make shopping decisions. Due to the popularity of group
buying, this study aim to study how OCRs influence consumers’ decision.Group buying is one of the choices for
consumers.We postulate that those who feel closer to key opinion leaders (KOLs) will shorten their perception
of social psychosocial distance, which in turn will increase their willingness to join KOL-led group purchase
activities.
Keywords: Online Consumer Reviews, OCRs, Electronic Word-of-Mouth, eWOM, Social Psychosocial Distance
This document discusses a study that examines the interrelationships between trust, perceived risk, and behavioral intention for technology acceptance and internet banking. The study develops an integrated model to explain how trust and perceived risk influence consumers' behavioral intention to use internet banking services. The research was conducted through a survey of 432 young Chinese consumers and analyzed the relationships between trust, perceived risk, and behavioral intention regarding the adoption of internet banking services in China.
The influence of e-customer satisfaction, e-trust and perceived value on cons...SyedsulemanHussainsh
This document summarizes a research study that investigated factors influencing customer satisfaction, trust, perceived value, and repurchase intention in B2C e-commerce. The study developed a conceptual framework with 20 hypotheses examining direct, indirect, and moderating relationships between these factors. A survey was conducted with 415 respondents. The findings supported most hypotheses except for some relationships between specific factors and repurchase intention. The study provides insights for online retailers to improve customer retention strategies based on customer behavior.
- The document summarizes a research study that examines the relationships between service quality, brand attachment, and customer loyalty in the hotel industry in Bali.
- The study uses survey data from 100 hotel customers and analyzes the relationships between the variables using PLS analysis.
- The results found that service quality has a significant positive relationship with both brand attachment and customer loyalty. Brand attachment also has a significant positive relationship with customer loyalty. Additionally, brand attachment was found to mediate the relationship between service quality and customer loyalty.
Predicting customer's intentions to use internet banking: the role of technol...Samar Rahi
This document reports on a study that examined factors influencing the adoption of internet banking in Pakistan using the Technology Acceptance Model (TAM). The study collected survey responses from 265 internet banking users. The results of a structural equation model analysis found that:
1) Perceived usefulness, perceived ease of use, and attitude were significant predictors of intentions to use internet banking.
2) Perceived usefulness and perceived ease of use positively influenced attitudes towards internet banking.
3) Attitudes had the strongest positive influence on intentions to use internet banking.
4) The study suggests that promoting positive attitudes can encourage more customers to adopt internet banking.
Internet banking, customer perceived value and loyalty the role of switching ...Samar Rahi
This study aims to examine the relationship between internet banking, customer perceived value,
switching cost and customer loyalty. Furthermore, this study also examines if switching cost moderates the
relationship between internet banking, Customer perceived value and customer loyalty.
Assessing the Impact of Relationship Quality on Online Adoption ijbiss
Relationships are strongly embedded in Indian culture due to its high-context nature. Because of this, the role of relationship marketing has been advanced in a variety of services viz., banking, retailing, telecom, etc and hence the competition amongst various service providers has increased. Traditionally, relationship management used to be personal interaction based phenomenon but with IT as an enabler for online channels, the need for creating and growing relationships have transpired in a big way. With the advent of technological changes in the business environment, customers are seeking better alternatives to reduce the frequency of visiting the bank branch physically and are relying more on the virtual mode for transacting. Hence, banks and other service organizations are strongly focussing on the digital (online) channels for facilitating monetary transactions and hence gaining competitive advantage. In the virtual mode, the concept of relationships appears to be unrealistic due to the absence of human interface. However, significant studies have been conducted in this regard which focus on the influence of relationship quality factors viz., trust, commitment, satisfaction, etc. towards adopting the online channel for carrying out financial transactions. Relationship quality focuses on evaluating the strength of relationships, which affects customer loyalty. There exists a dearth of such significant studies in the Indian context. The present research will focus on bridging this gap in the literature. This paper will follow a causal research design for empirically analysing the impact of RQ factors towards adopting online mode for banking transactions. It will also investigate the future intentions of the customers toward using the online channels for carrying out financial transactions.
This document summarizes a study examining factors that influence customer satisfaction and trust in mobile commerce (m-commerce) transactions. The study surveyed 200 m-commerce customers. Results of the analysis show that customer satisfaction with vendors was significantly influenced by ease-of-use, responsiveness, and brand image. Customer trust in vendors was affected by responsiveness, brand image, and satisfaction. The study concludes that m-commerce providers should focus on these factors to provide more satisfaction and trust among customers. Understanding these factors enables providers to better develop trust with m-commerce customers.
This document summarizes a research study that examined how consumer participation when using online recommendation agents (RAs) affects satisfaction, trust, and purchase intentions. The study hypothesized that greater participation when using an RA would lead to higher satisfaction and trust in the RA and its recommendations. It also proposed that financial risk associated with products would reduce satisfaction, trust and purchase intentions, and moderate the effects of participation. The findings were intended to provide insights for marketing strategy regarding how to design RAs and the role of participation and risk.
Diffusion of innovation, consumer attitudes and intentions to use mobile bankingAlexander Decker
This document discusses a study on the factors that influence consumers' intentions to use mobile banking. Specifically, it examines how the diffusion of innovation characteristics of relative advantage, compatibility, and trialability impact consumer attitudes and intentions to use mobile banking. The study found that relative advantage, compatibility and trialability positively influence consumer attitudes. Additionally, relative advantage and trialability positively impact intentions to use, while compatibility does not. Consumer attitudes also positively impact intentions to use. So in summary, the diffusion of innovation characteristics indirectly influence intentions to use mobile banking through their impact on consumer attitudes.
THE INFLUENCE OF APPLICATION FEATURES AND SECURITY THROUGH TRUST ON BRImo CUS...AJHSSR Journal
ABSTRACT : This research objective is to determine the influence of application features and security
through trust on BRImo customer loyalty in Banyuwangi. This research used the Explanatory Research type.
The population used in this research is all customers who use the BRImo application as of the end of December
2022 at the BRI Banyuwangi office, totaling 89,333 customers. The sampling technique in this research used a
multistage random sampling technique (multi stage sampling). In this study, the criteria used were customers
who happened to use the BRImo application and were financially registered, totaling 100 respondents. The data
analysis method used Structural Equation Modeling (SEM) with the SmaprtPLS application. The research
results showed that Application Features influence BRIMo Trust in Banyuwangi Regency. Security influenced
BRIMo's trust in Banyuwangi Regency. Application features influenced BRIMo customer loyalty in
Banyuwangi Regency. Security influenced BRIMo Customer Loyalty in Banyuwangi Regency. Trust influenced
BRIMo Customer Loyalty in Banyuwangi Regency. Trust mediated the influence of Application Features on
BRIMo Customer Loyalty in Banyuwangi Regency. Trust mediated the influence of Security on BRIMo
Customer Loyalty in Banyuwangi Regency.
KEYWORDS : Application feature, security, trust, loyalty
The document discusses a study that examines the relationships between e-service quality, perceived value, customer satisfaction, and loyalty in online shopping. It develops a research model to test these relationships. The model proposes that e-service quality impacts customer satisfaction and perceived value, which in turn impact customer loyalty. The study uses a survey to collect data from online shoppers to test this model and the relationships between the factors.
This document discusses a study examining the relationships between e-service quality, perceived value, satisfaction, and loyalty in online shopping. The study developed a research model to test whether e-service quality indirectly affects customer loyalty through its impact on perceived value and satisfaction. It also tested whether perceived value indirectly and directly impacts loyalty through satisfaction. The study used structural equation modeling analysis to empirically test the relationships and found support for the model.
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
This document discusses research on the relationship between consumer satisfaction and online shopping behavior. It presents a hypothesized relationship model between consumer satisfaction and online consumer behavior. The model is based on theories of customer satisfaction, consumer behavior, technology acceptance, and innovation diffusion. The researchers conducted statistical analyses to test the model using SPSS software. The results showed that web service quality, security, interaction and other factors influence consumer satisfaction. Higher consumer satisfaction, positive attitudes toward online shopping, and higher perceived usefulness were found to increase shopping intentions, and satisfaction had a positive relationship with intentions to shop online.
Public enthusiasm regarding lending services using the current new method, namely peer to per
lending, has become the highest sector in the development of fintech in Indonesia. The purpose of this study was
to determine and analyze the intention of millennials generation in making transactions on peer to peer lending
applications. Researcher will review from factor perceived ease of use, perceived risk and add a moderating
variable is consumer attitude in
Customer's perception of public relation in e commerce and its impact on e-lo...Samar Rahi
This study aims to inspect the relationship between Customer’s Perception of Public Relation (PRP), Customer Perceived Value (CPV) on E-Loyalty; further test the moderating role of Switching Cost and Brand Image in that relationship.
1) The document examines the influence of external bailouts on macroeconomic stability in Ghana from 2008 to 2021 using time series data and vector error correction modeling.
2) It finds that while external bailouts have no short-term impact, there is a long-term causal relationship between bailouts and macroeconomic stability as well as with foreign direct investment, GDP, and imports.
3) To improve stability, the authors recommend that Ghana reduce reliance on external bailouts, increase foreign reserves, and expand agriculture and industrialization.
- The document discusses a study on increasing brand awareness of Oranger Mobile, which is a courier service partner of PT Pos Indonesia responsible for pickups, deliveries, and direct sales.
- Brand awareness of Oranger is currently low, as the number of Oranger drivers did not meet targets in 2021 and most respondents in a survey were not familiar with the Oranger brand.
- The study uses a mixed-methods approach, collecting both qualitative data to measure brand awareness and quantitative data to analyze factors influencing awareness. The results show advertising, publicity, sponsorship, and word-of-mouth can increase Oranger's brand awareness.
The document summarizes a study on optimizing the stock portfolio of PT XYZ, a state-owned pension fund company in Indonesia. In 2021, PT XYZ's actual stock portfolio performed poorly, with a return of 0.56% and Sharpe ratio of 2.39%, below targets. Using the Markowitz portfolio model and 5 years of stock price data, the study optimized the 2021 portfolio. The optimized portfolio increased the Sharpe ratio to 21.67% and return to 1.62%, outperforming the actual portfolio. An efficient frontier analysis identified multiple portfolio options with different risk-return profiles. The results recommend PT XYZ use the Markowitz method to improve future portfolio performance and evaluation.
The document analyzes the financial performance of 20 health sector companies in Indonesia from 2018-2021 using various financial ratios and DuPont analysis. It finds that hospital companies generally benefited during the pandemic due to increased patient numbers, while pharmaceutical companies saw mixed results depending on retail and distribution impacts. Specifically, the analysis found that one hospital, Metro Healthcare Indonesia, had the highest average return on equity of 0.26 over the period. Other key findings are also presented regarding factors influencing financial performance changes before and during the COVID-19 pandemic.
This document discusses a proposed marketing strategy for Hirka, a shoe company that makes shoes from chicken claw skin. Hirka currently markets its products through social media, e-commerce, and word of mouth. However, brand awareness and sales are still low due to a lack of marketing and advertising. The products are also currently only available for men. The study aims to identify the target market and appropriate marketing strategy to increase Hirka's brand awareness and purchase intention. A survey was conducted of 206 respondents to assess their brand recognition of and purchase intention toward Hirka's products. The results showed most respondents were unaware of the Hirka brand and had low purchase intention. Various analyses were used to develop marketing strategies,
1) The document proposes a marketing strategy to enhance customer loyalty for RAM Water, a water processor product experiencing declining sales.
2) It reviews literature on customer loyalty and satisfaction and how the marketing mix (7Ps) can impact satisfaction.
3) An analysis was conducted using SEM-PLS to evaluate the relationships between the 7Ps, customer satisfaction, and loyalty using data from 153 RAM Water users. The results showed the 7Ps significantly impacted satisfaction which significantly impacted loyalty.
This document proposes an integrated luggage storage and transportation scheme. It analyzes the current luggage storage market and compares traditional and new "Internet +" models. The proposed scheme designs functional modules like storage, transportation, tourism services and insurance. It provides solutions for different business scenarios like short/long term storage, inter-station delivery, and tourism services. The goal is to improve resource utilization and provide convenient luggage services for travelers.
- The Ecobiz.id platform was created to help farmers in Indonesia by facilitating knowledge sharing and connecting farmers to buyers. However, the platform still lacks interactivity and network effects due to poor existing content that does not meet user needs.
- This study examines how to motivate stakeholders, especially potential content creators, to actively participate and create valuable, interesting, and relevant content for users. Improving the quality and variety of content is expected to increase interactivity on the platform and provide value to users.
- Interviews and observations of stakeholders and users were conducted to understand their perspectives on existing content and how content could motivate involvement and interaction on the platform. The results will help improve content marketing strategies to better engage users.
This document analyzes strategies to increase brand awareness and intention to use PosAja, an application-based delivery service owned by PT Pos Indonesia. It conducts external and internal analyses, as well as surveys consumers to measure brand awareness and factors influencing intention to use. The survey finds low brand recognition of PosAja. Quantitative analysis shows brand logo and advertisements significantly impact brand awareness, while brand name and promotions do not. Further analysis is needed to identify strategies to improve awareness and drive more customers to use PosAja.
This document summarizes a research study that examined the effect of budgetary participation and internal control on managerial performance, with job relevant information as a moderating variable. The study was conducted at three type C regional general hospitals in Jambi Province, Indonesia that had intermediate accreditation levels. The results showed that budgetary participation and internal control positively affected managerial performance. Job relevant information was found to moderate the relationship between internal control and managerial performance, but did not moderate the relationship between budgetary participation and managerial performance. The document provides background information on the hospitals studied, discusses relevant theories, and outlines the research questions and objectives.
This document analyzes and compares environmentally friendly cryptocurrencies with the highest trading classical cryptocurrencies from July 2019 to April 2022. It finds a statistically significant correlation between the values of eco-friendly and classical cryptocurrencies, suggesting investors apply similar investment approaches to both. It also concludes the demand for eco-friendly cryptocurrencies is increasing as the world moves toward sustainability. The study uses daily closing price data from various sources to analyze 7 eco-friendly and 7 highest value classical cryptocurrencies over 34 months. Descriptive statistics of the data are presented in a table.
This document summarizes the evolution and enlightenment of global financial regulatory systems based on a comparative analysis of systems in the UK, US, and China. It finds that financial regulatory systems generally evolve from mixed/centralized models to separated/institutional models to more integrated approaches. The UK and US systems demonstrate a progression from separation to unification to twin peaks models. China's system has transitioned from the central bank as sole regulator to separated then integrated regulation. Key lessons for China include understanding the role of regulation in promoting development while preventing risks, and adapting international best practices to its national context.
This study analyzed the impact of e-service quality (e-servqual) on customer satisfaction and loyalty at Bank Negara Indonesia (BNI). A survey was conducted with 274 BNI customers who use the mobile banking app. The results of structural equation modeling showed that e-servqual has a significant positive effect on both customer satisfaction and loyalty. Customer satisfaction also has a significant positive effect on loyalty. The study concludes that improving e-servqual can increase customer satisfaction and loyalty for BNI, which is important for the bank's future success.
The document discusses intellectual effort and references. It notes that the brain is just a gateway to the mind, and the mind needs to maintain the brain to concentrate on useful thoughts. It also argues that those who do evil will not get an afterlife, and animals cannot attain infinite spiritual energy or an afterlife. The document concludes that solving problems requires analyzing causes, and that politics and total quality management will become more connected over time. Reform requires having a theory and being a bit of a philosopher.
- Evergrande Group, one of China's largest real estate developers, fell into a major debt crisis with total liabilities reaching 1.97 trillion yuan.
- The crisis was caused by deteriorating cash flow, an overreliance on high-leverage financing, and aggressive diversification into unrelated industries.
- Potential countermeasures discussed include restructuring debt through negotiations, asset sales, and government support to stabilize the real estate market and prevent wider economic impact.
- The document discusses strategies for increasing brand awareness and intention to use Pospay, a digital wallet launched by PT Pos Indonesia.
- Currently, 98.5% of Pospay users are PT Pos Indonesia employees, showing low brand awareness and usage outside the company.
- The study analyzes factors influencing brand awareness and usage intention through a literature review, value proposition canvas analysis, and survey data.
- Results show Pospay can create discounts/cashback and develop new features like inter-wallet transfers to boost awareness and intention to use.
The document proposes an integrated marketing communication strategy for KOST.ON3 Residence through benchmarking against competitors. It analyzes KOST.ON3 Residence's external environment and internal capabilities. The proposed strategy focuses on strengthening advertising using third-party platforms to improve brand awareness and reputation based on insights from an integrated marketing communication analysis and customer journey analysis. Using third-party platforms can help KOST.ON3 Residence expand its customer base by developing greater trust in its brand.
This document proposes marketing strategies to improve the performance of Wifi.id Corner, an internet access service provided by PT Telkom Indonesia. It analyzes Wifi.id Corner's external environment using PESTEL, Porter's Five Forces, and competitor and consumer analyses. An internal analysis uses STP and the 7Ps. SWOT and TOWS matrix analyses identify strengths, weaknesses, opportunities, and threats. Based on these, three strategies are proposed: using social media effectively, collaborating with the government and SMEs, and improving Wifi.id Corner's ambience. The goal is to enhance sales by creating purchase intention among consumers.
Datang International is a major Chinese power company that discloses carbon information in its social responsibility reports. The summary analyzes:
1) Datang International's carbon disclosure includes monetary information like environmental fees and subsidies, and non-monetary strategies, measures, and goals.
2) Disclosed strategies commit to green development and increasing clean energy, but some details are lacking.
3) Carbon reduction measures focus on upgrading generator units, developing clean energy, and conserving resources. However, some financial data is not reported.
This document summarizes a research article about the effect of social media marketing and quality of human resources on business development of MSMEs in Maros Regency, Indonesia. The article provides background on the importance of MSMEs to the Indonesian economy. It then reviews literature on topics like the definition of MSMEs, quality of human resources, use of social media marketing, and benefits of social media. The research aims to analyze the effect of social media marketing and quality of human resources on business development of MSMEs in Maros Regency using a quantitative survey method.
Enhancing Adoption of AI in Agri-food: IntroductionCor Verdouw
Introduction to the Panel on: Pathways and Challenges: AI-Driven Technology in Agri-Food, AI4Food, University of Guelph
“Enhancing Adoption of AI in Agri-food: a Path Forward”, 18 June 2024
Tired of chasing down expiring contracts and drowning in paperwork? Mastering contract management can significantly enhance your business efficiency and productivity. This guide unveils expert secrets to streamline your contract management process. Learn how to save time, minimize risk, and achieve effortless contract management.
SATTA MATKA DPBOSS KALYAN MATKA RESULTS KALYAN CHART KALYAN MATKA MATKA RESULT KALYAN MATKA TIPS SATTA MATKA MATKA COM MATKA PANA JODI TODAY BATTA SATKA MATKA PATTI JODI NUMBER MATKA RESULTS MATKA CHART MATKA JODI SATTA COM INDIA SATTA MATKA MATKA TIPS MATKA WAPKA ALL MATKA RESULT LIVE ONLINE MATKA RESULT KALYAN MATKA RESULT DPBOSS MATKA 143 MAIN MATKA KALYAN MATKA RESULTS KALYAN CHART
SATTA MATKA DPBOSS KALYAN MATKA RESULTS KALYAN CHART KALYAN MATKA MATKA RESULT KALYAN MATKA TIPS SATTA MATKA MATKA COM MATKA PANA JODI TODAY BATTA SATKA MATKA PATTI JODI NUMBER MATKA RESULTS MATKA CHART MATKA JODI SATTA COM INDIA SATTA MATKA MATKA TIPS MATKA WAPKA ALL MATKA RESULT LIVE ONLINE MATKA RESULT KALYAN MATKA RESULT DPBOSS MATKA 143 MAIN MATKA KALYAN MATKA RESULTS KALYAN CHART
KALYAN CHART SATTA MATKA DPBOSS KALYAN MATKA RESULTS KALYAN MATKA MATKA RESULT KALYAN MATKA TIPS SATTA MATKA MATKA COM MATKA PANA JODI TODAY BATTA SATKA MATKA PATTI JODI NUMBER MATKA RESULTS MATKA CHART MATKA JODI SATTA COM INDIA SATTA MATKA MATKA TIPS MATKA WAPKA ALL MATKA RESULT LIVE ONLINE MATKA RESULT KALYAN MATKA RESULT DPBOSS MATKA 143 MAIN MATKA KALYAN MATKA RESULTS KALYAN CHART
SATTA MATKA DPBOSS KALYAN MATKA RESULTS KALYAN CHART KALYAN MATKA MATKA RESULT KALYAN MATKA TIPS SATTA MATKA MATKA COM MATKA PANA JODI TODAY BATTA SATKA MATKA PATTI JODI NUMBER MATKA RESULTS MATKA CHART MATKA JODI SATTA COM INDIA SATTA MATKA MATKA TIPS MATKA WAPKA ALL MATKA RESULT LIVE ONLINE MATKA RESULT KALYAN MATKA RESULT DPBOSS MATKA 143 MAIN MATKA KALYAN MATKA RESULTS KALYAN CHART
Prescriptive analytics BA4206 Anna University PPTFreelance
Business analysis - Prescriptive analytics Introduction to Prescriptive analytics
Prescriptive Modeling
Non Linear Optimization
Demonstrating Business Performance Improvement
SATTA MATKA DPBOSS KALYAN MATKA RESULTS KALYAN MATKA MATKA RESULT KALYAN MATKA TIPS SATTA MATKA MATKA COM MATKA PANA JODI TODAY BATTA SATKA MATKA PATTI JODI NUMBER MATKA RESULTS MATKA CHART MATKA JODI SATTA COM INDIA SATTA MATKA MATKA TIPS MATKA WAPKA ALL MATKA RESULT LIVE ONLINE MATKA RESULT KALYAN MATKA RESULT DPBOSS MATKA 143 MAIN MATKA KALYAN MATKA RESULTS KALYAN CHART KALYAN CHART
❽❽❻❼❼❻❻❸❾❻ DPBOSS NET SPBOSS SATTA MATKA RESULT KALYAN MATKA GUESSING FREE KA...essorprof62
DPBOSS NET SPBOSS SATTA MATKA RESULT KALYAN MATKA GUESSING FREE KALYAN FIX JODI ANK LEAK FIX GAME BY DP BOSS MATKA SATTA NUMBER TODAY LUCKY NUMBER FREE TIPS ...
Satta matka fixx jodi panna all market dpboss matka guessing fixx panna jodi kalyan and all market game liss cover now 420 matka office mumbai maharashtra india fixx jodi panna
Call me 9040963354
WhatsApp 9040963354
SATTA MATKA DPBOSS KALYAN MATKA RESULTS KALYAN CHART KALYAN MATKA MATKA RESULT KALYAN MATKA TIPS SATTA MATKA MATKA COM MATKA PANA JODI TODAY BATTA SATKA MATKA PATTI JODI NUMBER MATKA RESULTS MATKA CHART MATKA JODI SATTA COM INDIA SATTA MATKA MATKA TIPS MATKA WAPKA ALL MATKA RESULT LIVE ONLINE MATKA RESULT KALYAN MATKA RESULT DPBOSS MATKA 143 MAIN MATKA KALYAN MATKA RESULTS KALYAN CHART
Satta Matka Dpboss Kalyan Matka Results Kalyan Chart
J537683.pdf
1. American International Journal of Business Management (AIJBM)
ISSN- 2379-106X, www.aijbm.com Volume 5, Issue 03 (March-2022), PP 76-83
*Corresponding Author: Josua Hermanus1
www.aijbm.com 76 | Page
Perceived Value and Attitude with Trust as Mediating Variable
toward Intention to Booking Hotel Online
Josua Hermanus1
, Rhian Indradewa2
1
The Graduate School, Department of Economic & Business, Esa Unggul University, Jakarta, Indonesia
2
Lecturer, Department of Economic & Business, Esa Unggul University, Jakarta, Indonesia
ABSTRACT: The background of this research is a change in consumer behavior from traditional hotel room
reservations to modern online reservations. The purpose of this study is to understand the factors that influence
the intention to book hotel rooms online through websites. The study was conducted on 152 respondents who
had previously booked hotel rooms online through the official website of hotels in Indonesia, especially around
the Greater Jakarta area. The analysis method uses quantitative data with the SEM analysis method using Lisrel
Version 8.8 to test the significance level of perceived value and attitude directly to intention to book and through
the mediation of the trust variable. The value factor receive and attitude had a positive and significant effect on
the intention to order directly, while the trust factor as a mediating variable had no significant effect on the
intention to order. The level of trust is not a significant determining factor, possibly because consumers already
have their own perceptions of the hotel and the hotel has its own superiority value in the eyes of consumers. The
implications of this research can be used as a consideration to understand what considerations consumers use
regarding booking hotel rooms online through websites.
Keywords: trust, intention to book, perceived value, attitude
I. INTRODUCTION
The Internet is currently an important distribution channel for the hospitality industry (Lien et al.,
2015). The development of technological advances has also led to many hotels increasing their business
operations through the integration of information technology (Kim et al., 2017). The real manifestation of the
integration is the emergence of various online hotel room booking channels such as through the official website
of the hotel, third-party service sites and also through mobile phone applications.
The convenience obtained in booking hotel rooms online is expected to increase customer satisfaction so that it
will be easier to immediately complete the room booking process (Aeknarajindawat, 2019). Bookings made
through hotel websites have a greater advantage when compared to bookings through third party websites
because there are no additional costs to be incurred. Based on previous research, several factors can influence
the intention to book hotel rooms online through websites, including trust, perceived value (Kim et al., 2017)
and attitude (Agag & El-Masry, 2017). 2016).
Ajzen and Fishbein's Theory of Reasoned Action (TRA) which was developed around 1975 explains that a
person's beliefs can influence his attitude to form behavioral intentions in using an item (Aeknarajindawat,
2019). Furthermore, by Davis in 1986 the theory was equipped with two dimensions of assessment, namely
usefulness and ease of use, so that the technology acceptance model (TAM) was formed which is currently
widely used to test how a person's attitude towards a technology is (Buabeng-Andoh, 2018). The purpose of this
study is to provide an understanding of what factors affect consumers in booking hotel rooms through the
website.
II. LITERATURE REVIEW
Perceived value has the sense that consumer’s assessment of the utility of a product or service as a
whole based on the perception of the received and provided reflects the interrelationship with the perceived
benefits and risks. Benefits in this context relate to the benefits of the product or service while risk relates to the
costs incurred to buy the product or service (Gan & Wang, 2017). Carlson in his research reveals that the value
of profits through online purchases has a significant impact on consumer satisfaction (Carlson et al., 2015).
The dimension used for the perceived value in this study is quality and reasonable price. According to (Hapsari,
2019) service quality has a positive effect on consumer ratings, which means that if quality increases, consumer
value also increases. While price is an aspect that is often the main consideration for determining decisions
2. Perceived Value and Attitude with Trust as Mediating Variable toward Intention to Booking…
*Corresponding Author: Josua Hermanus1
www.aijbm.com 77 | Page
when buying or evaluating a purchase. Consumers in general will compare the prices offered by websites and
look for the best price alternatives (Kim et al., 2017).
Attitude is defined as the overall evaluation of the behavior of a particular individual. The more
favorable the attitude towards the behavior, the stronger the individual's intention to perform a behavior
(Confente & Vigolo, 2018). This is in line with Ajzen's theory reasoned action (TRA) which then in the next
development in determining the attitude of acceptance to technology using Davis's technology acceptance model
theory with indicators of usefulness and ease of use.
This study uses two dimensions to identify consumer attitudes, namely usefulness and ease of use. The
concept of usefulness in the context of online ordering refers to consumers feeling that hotel reservations and
online payments are useful so that they become a determinant in predicting whether consumers will make online
reservations or not (Abdullah et al., 2016). While the concept of the value of ease of use can moderate the
relationship between consumer trust and service quality which is generally negative because generally
respondents in certain age categories are not very good at using technology (Iqbal, 2020).
The development of the internet today makes it possible to display the profile of a lodging
accommodation intensively, intangible and impersonal so that this creates uncertainty for consumers.
Information listed on websites such as prices, advertisements, facilities, brands, and other symbols is useful for
developing consumer trust in the early stages before placing an order (Ratnasingam, 2012).
Trust is a psychological state consisting of intentions based on positive expectations and intentions or
behavior of other parties. The concept of trust in this study is related to the reasonableness of prices and
facilities provided by hotel management (Lien et al., 2015). Consumer trust needs to be maintained by the hotel
because it can be related to sustainable hotel reservations in the future (Ponnapureddy et al., 2017). Consumer
trust in service providers can help reduce the risk of unsafe conditions and can lead to the maintenance of long-
term relationships between sellers and buyers. The concept of trust in this study was built with two dimensions
of honesty and review.
The theory of intention to book is taken from Theory of Reasoned Action (TRA), namely the intention
to engage in certain behaviors is considered as a determinant of whether a person is actually involved in the
behavior (Schifter & Ajzen, 1985). If a person perceives the more positive a behavior or action then they
perceive the behavior as important to friends, family or society in general. Another impact will be the greater the
possibility of individuals to form intentions to engage in these behaviors (Heller, 2013).
Online booking intention has a definition, namely the willingness to make online reservations and stay
at certain hotels (Sreejesh & Anusree, 2016). The higher the level of consumer understanding of technology, it
affects the intention of booking hotel rooms online, therefore there is a need for development that increasingly
meets consumer needs in terms of technology and information so that hotel room reservations online are
growing rapidly (Wang et al., 2015) . This study uses two dimensions, namely willingness and consideration.
III. RESEARCHS METHODS
3.1 Research Model
From the above explanation, this paper developed the research framework as shown below in Figure 1.
Perceived value and attitude as independent variables will affect trust as a mediating variable. In addition,
perceived value and attitude will have effects on the intention to book as a dependent variable. The image below
provides an overview of the research model.
Research Model
3. Perceived Value and Attitude with Trust as Mediating Variable toward Intention to Booking…
*Corresponding Author: Josua Hermanus1
www.aijbm.com 78 | Page
The above model shows that to get a positive decision from the intention of ordering online, a positive
relationship is needed between independent variables, namely perceived value and attitude directly and
indirectly through the mediation of trust variables.
3.2 Hypothesis
Based on the literature review and interviews, the results of previous research and the above
framework, the hypotheses are as follows:
H1 : perceived value positively and directly influences trust
H2 : attitude positively and directly influences trust
H3 : trust positively and directly intention to book
H4 : perceived value positively and directly influences intention to book
H5 : attitude positively and directly influences intention to book
3.3 Methodology
The research was conducted on consumers who have made online bookings and stayed at RedDoorz
properties. Quantitative approach is used to test the research model, the significance of the relationship between
variables and factors and hypotheses. The data used for the quantitative method was obtained by distributing
questionnaires to respondents online. The survey distribution stage consists of pretest survey activities, research
model formation, confirmation studies and data analysis (Supriyatin, et al., 2019). The pretest was conducted
using 40 respondents who had booked a hotel room at least once online. The test carried out is in the form of a
validity test using the Pearson Correlation method by looking at a significance value of <0.05 it can be said to be
valid and a reliability test using the Cronbach Alpha value limit of 0.6 so that it can be declared reliable
(Purnomo, 2016).
The sampling method used in this research is probability sampling with simple random sampling
technique. The number of respondents used in this research amounted to 152 respondents. The criteria for
respondents who can fill out the questionnaire are men or women aged between 19 and over 49 years who have
ordered RedDoorz online within the last one year at least once. The research location is in the territory of
Indonesia with the research time from February 2021 - July 2021. The data that has been obtained is then
analyzed by Structural Equation Modeling (SEM), which is a multivariate technique by combining aspects of
multiple regression and factor analysis to estimate the interdependence relationship simultaneously. Apart from
being not only a good tool for dealing with complex traditional research, SEM can also be used to help assess
the acceptance, use and success of newly developed technologies (Xiong et al., 2015). The tools used for testing
are SPSS and Lisrel software.
IV. RESULT AND DISCUSSION
The study was conducted using the SEM method to determine the relationship between the independent
variable perceived value and attitude to the dependent variable trust and intention to book.
4.1 Validity and Reliability Test
The validity test was measured using SPSS with the Pearson correlation test method, namely by
correlating the item score with the total score. Based on the criteria, a significance value of less than 0.05 data is
considered valid (Purnomo, 2016). The results of the validity test showed that the variables tested had a
significance value below 0.05.
Table 1. Validity and Reliability Test Results
Variables Dimensions Validity Reliability
Perceived value (PV) Quality (I) .702 .800
Quality (II) .732
Quality (III) .806
Reasonable price (I) .713
Reasonable price (II) .786
Attitude (A) Usefulness (I) .667 .824
Usefulness (II) .831
Ease of use (I) .821
Ease of use (II) .725
Ease of use (III) .788
4. Perceived Value and Attitude with Trust as Mediating Variable toward Intention to Booking…
*Corresponding Author: Josua Hermanus1
www.aijbm.com 79 | Page
Trust (T) Honesty (I) .652 .640
Honesty (II) .645
Honesty (III) .576
Reviews (I) .511
Reviews (II) .634
Intention to book
(ITB)
Willingness (I) .794 .801
Willingness (II) .781
Willingness (III) .772
Consideration (I) .703
Consideration (II) .693
Based on the results of data processing in the table above, all items are valid for cronbach alpha values above
0.5. For the reliability test, four variables are reliable because the Cronbach’s alpha value is above 0.6, namely,
perceived value (0.800), attitude (0.824), trust (0.640) and intention to book (0.801).
4.2 Test of Assumption
The test of assumption is to provide certainity that the regression equation obtained is accurate in
estimation, unbiased and consistent. There are two test assumptions in this study measured, namely, a normality
test, and linearity test.
Normality Test
The normality test performed with multivariate normality showed the results that the data did not meet
the assumption of multivariate normality because the P-Value Skewness and Kurtosis values were <0.5 but this
can be overcome by looking at the GoF NNFI parameter > 0.9 which is 0.96.
Table 2. Normality Test Results
Skewness Kurtosis Skewness &
Kurtosis
Value Z-Score P-
Value
Value Z-
Score
P-Value Chi-
Square
P-
Value
118,383 20,722 0,000 533,067 10,705 0,000 544,009 0,000
Linearity Test
Linearity test is conducted to determine whether the variables in the study have a significant linear
relationship or not. A good correlation shows that there is a linear relationship between the independent variable
and the dependent variable. The results of the linearity test are indicated by the deviation from linearity number
which shows a number > 0.05. Based on the test results, the results show that all deviation from linearity
numbers show numbers above 0.05.
Table 3. Linearity Test Results
Variable relationship Deviation from linearity
Perceived value – Trust 0.687
Attitude - Trust 0.226
Trust – Intention to book 0.255
Goodness of Fit Test
Structural Equation Modeling (SEM) does not have a single measure to test hypotheses about the
model. Several types of fit indices are needed to measure the degree of model suitability. The goodness of fit
test of the research model is used to test how well the goodness of fit level of the research model.
Table 4. Goodness of Fit Test Results
Index Result Cut off value Criteria
CFI 0.97 ≥0.9 Fit
TLI/NNFI 0.96 ≥0.9 Fit
NFI 0.92 ≥0.9 Fit
IFI 0.97 ≥0.9 Fit
5. Perceived Value and Attitude with Trust as Mediating Variable toward Intention to Booking…
*Corresponding Author: Josua Hermanus1
www.aijbm.com 80 | Page
RMSEA 0.061 ≥0.08 Fit
GFI 0.86 ≥0.9 Marginal Fit
Based on the results of the tests carried out, it is obtained that the index measured mostly meets the goodness of
fit test aspect with a value above the cut value of 0.9 while one index is classified as marginal fit because it has
not met the cut value threshold.
Hypothesis Test
Hypothesis test is carried out to make decisions related to data analysis and answer questions related to
the research being carried out. Hypothesis testing is based on the t-value with a significance level of 0.05. If the
t-value 1.96. According to Kline (2015) a variable is said to have a significant influence on other variables, if
the t-value is greater than the critical t-value of 1.96.
Table 5. Hypothesis Test Results
Variables T-Value Results
Perceived value → Trust 4.06 Accepted
Attitude → Trust 2.20 Accepted
Trust → Intention to book 0.46 Rejected
Perceived value → Intention to book 3.28 Accepted
Attitude → Intention to book 2.04 Accepted
Based on the t-test conducted, the results show that there are 4 variable relationships that meet the significant
criteria, while 1 variable relationship between trust and intention to book has a value below the t-value criteria
limit.
Mediation Analysis
Mediation test is used to determine whether the relationship through a mediating variable is
significantly capable of being a mediator in the relationship.
Direct and Indirect Influence Among Variables
Direct and indirect influence among variables test was conducted to find out how much influence was
created between the independent variables on the dependent through the mediating variable and without going
through the mediating variable.
Table 6. Direct and Indirect Influence Test Results
Models Direct Result Indirect Result
Perceived value → Trust → Intention 0.165 0.038
Attitude → Trust → Intention 0.277 0.028
Based on the mediation test conducted, it is known that the value of the direct influence of the variable
perceived value is greater than the value of the indirect influence as well as the attitude variable which has a
greater direct influence than the indirect effect. This shows that the direct effect is greater than the value of the
indirect effect.
The results of the research and testing of the first hypothesis state that perceived value has a positive
and significant effect on the level of trust. The results of this study are in line with research by Sullivan & Kim
(2018) which states that perceived value has a positive and significant effect on trust and is the main
determinant of post-purchase trust. Other studies also mention that if consumers feel a good value from a
product after purchase, then trust in the product will increase (Prameka et al., 2016). The second test shows that
attitude positive and significant effect on trust. Previous research has shown that there is a significant
relationship between the attitudes represented by the dimensions of ease of use and usefulness which in this case
is associated with the Technology Acceptance Model of trust consumers in purchasing products online
(Benamati et al., 2010).
The next hypothesis test states that trust has no significant effect on intention to book. Previous
research has shown that there is a positive relationship related to the relationship of trust to intention to book in
the hotel industry in Malaysia (Choon Ling et al., 2011), while Lien et al.'s (2015) study stated that the effect of
trust on booking intention shows the value of not significant and shows that trust is not a predictor in influencing
hotel booking decisions in Taiwan. Based on the research findings, although trust related to online ordering
through a website has a positive effect, this result does not have a significant effect. This is because consumers
6. Perceived Value and Attitude with Trust as Mediating Variable toward Intention to Booking…
*Corresponding Author: Josua Hermanus1
www.aijbm.com 81 | Page
intend to book a RedDoorz hotel room based on the supporting facilities, promotions provided and the ease of
accessing the hotel property to be ordered. This difference may be due to other perceptions regarding the
management of the RedDoorz hotel chain. The RedDoorz hotel chain is classified as a Virtual Hotel Operator
whose operational activities are carried out individually by the hotel owner so that each hotel has different
facilities and promotions even though they are at the same type or level.
Another reason that is considered why trust does not have a significant effect is that the respondents
used in this study are customers who have often stayed at the hotel used for the survey, therefore the
respondents are no longer focused on how other guests respond online to the quality of the hotel. But prioritizes
how the hotel can meet the essential needs of guests. Several respondents mentioned that the hotel where they
stayed had access close to where they wanted to work or have business and the prices offered were cheaper. In
addition, guests usually don't take long to complete their needs, so guests tend not to pay attention to the in-
depth information displayed on the website and various comments left by other guests regarding the state of the
hotel.
The fourth hypothesis test states that the effect of perceived value has a positive and significant effect on
intention to book. This study shows that the relationship between perceived value and intention to book has the
highest significance value among the relationships between other variables. The results of the fifth hypothesis
test show that attitude has a positive and significant effect on intention to book. The influence of attitudes
measured in this study is related to the convenience of consumers in using the website to make reservations,
besides that measurements are also made on the benefits obtained by consumers when making reservations
through the website whether it can help solve problems related to the hotel room reservation process. The results
show that consumers find it easier to book hotel rooms and are useful in helping to solve problems related to the
preparation of travel plans.
V. CONCLUSION
Through this research, it is hoped that business owners and practitioners in the hospitality sector can
understand consumer behavior related to booking hotel rooms online, especially bookings through hotel
websites. Things related to the value received and the effect of website usability in facilitating online hotel room
reservations need to be highlighted in order to increase booking intentions, therefore it is necessary to have a
website development plan that pays attention to aspects of usability and convenience as supporting factors.
The results of the first test state that the higher the perceived value by consumers, it further increases
trust consumers related to online room reservations. The results of the second test show that the more positive
attitude consumers show, the higher the trust consumer's booking hotel rooms online. According to the results of
the third test, it is stated that the variable trust has no significant effect on intention to book this is due to
differences in consumer perceptions regarding the management of the RedDoorz hotel with other hotel chains.
The results of the fourth hypothesis test state that the greater the perceived value consumers related to booking
hotel rooms online, the higher the intention to book online. Based on the fifth hypothesis test, it shows that the
more positive the attitude shown by consumers regarding booking hotel rooms online, the higher the intention to
book online.
Researchers realize that there are various obstacles and obstacles in the data collection process. The
factor of the number of respondents being studied is one of the obstacles because the researcher only uses 152
respondents, this is due to time constraints and unsupportive situations. In addition, the number of questions
asked still needs to be developed so that the studies carried out can be more in-depth. The locations used as
research sites are also limited in the Greater Jakarta area. This study only targets respondents with the intention
of booking through the hotel's official website, while online hotel room booking activities have now expanded
not only through hotel websites but can also be obtained through mobile phone applications, third party websites
and various other online channels.
Further research can use a wider variable so as to understand more deeply the factors that can affect the
intention to book hotel rooms online. Future research should consider online ordering intentions not only
through the website but also through other online distribution channels.
REFERENCES
[1]. Abdullah, D., Jayaraman, K., Shariff, D. N., Bahari, K. A., & Nor, N. M. (2016). The Effects of
Perceived Interactivity, Perceived Ease of Use and Perceived Usefulness on Online Hotel Booking
Intention: A Conceptual Framework. International Academic Research Journal of Social Science, 3(1),
16–23.
[2]. Aeknarajindawat, N. (2019). The factors influencing tourists’ online hotel reservations in Thailand: An
7. Perceived Value and Attitude with Trust as Mediating Variable toward Intention to Booking…
*Corresponding Author: Josua Hermanus1
www.aijbm.com 82 | Page
empirical study. International Journal of Innovation, Creativity and Change, 10(1), 121–136.
[3]. Agag, G., & El-Masry, A. A. (2016). Understanding the determinants of hotel booking intentions and
moderating role of habit. International Journal of Hospitality Management, 54, 52–67.
https://doi.org/10.1016/j.ijhm.2016.01.007
[4]. Benamati, J. S., Fuller, M. A., Serva, M. A., & Baroudi, J. (2010). Clarifying the integration of trust
and TAM in E-commerce environments: Implications for systems design and management. IEEE
Transactions on Engineering Management, 57(3), 380–393.
https://doi.org/10.1109/TEM.2009.2023111
[5]. Buabeng-Andoh, C. (2018). Predicting students’ intention to adopt mobile learning. Journal of
Research in Innovative Teaching & Learning, 11(2), 178–191. https://doi.org/10.1108/jrit-03-2017-
0004
[6]. Carlson, J., O’Cass, A., & Ahrholdt, D. (2015). Assessing customers’ perceived value of the online
channel of multichannel retailers: A two country examination. Journal of Retailing and Consumer
Services, 27, 90–102. https://doi.org/10.1016/j.jretconser.2015.07.008
[7]. Choon Ling, K., Bin Daud, D., Hoi Piew, T., Keoy, K. H., & Hassan, P. (2011). Perceived Risk,
Perceived Technology, Online Trust for the Online Purchase Intention in Malaysia. International
Journal of Business and Management, 6(6). https://doi.org/10.5539/ijbm.v6n6p167
[8]. Confente, I., & Vigolo, V. (2018). Online travel behaviour across cohorts: The impact of social
influences and attitude on hotel booking intention. International Journal of Tourism Research, 20(5),
660–670. https://doi.org/10.1002/jtr.2214
[9]. Gan, C., & Wang, W. (2017). The influence of perceived value on purchase intention in social
commerce context. Internet Research, 27(4), 772–785. https://doi.org/10.1108/IntR-06-2016-0164
[10]. Hapsari, S.M., Ali Iqbal, M. and Indradewa, R. (2019). The effects of workload and compensation on
tax account representative performance mediating by public service level (case of the Indonesian tax
office). International Journal of Business Innovation and Research, 20(1), 47-63.
[11]. Heller, L. J. (2013). Encyclopedia of Behavioral Medicine. In Encyclopedia of Behavioral Medicine.
https://doi.org/10.1007/978-1-4419-1005-9
[12]. Jr, J. F. H., Black, W. C., Babin, B. J., Anderson, R. E., Black, W. C., & Anderson, R. E. (2018).
Multivariate Data Analysis. https://doi.org/10.1002/9781119409137.ch4
[13]. Kim, S. Y., Kim, J. U., & Park, S. C. (2017). The effects of perceived value, website trust and hotel
trust on online hotel booking intention. Sustainability (Switzerland), 9(12), 1–14.
https://doi.org/10.3390/su9122262
[14]. Kline, R. B. (2015). TXTBK Principles and practices of structural equation modelling Ed. 4 ***. In
Methodology in the social sciences.
[15]. Lien, C. H., Wen, M. J., Huang, L. C., & Wu, K. L. (2015). Online hotel booking: The effects of brand
image, price, trust and value on purchase intentions. Asia Pacific Management Review, 20(4), 210–218.
https://doi.org/10.1016/j.apmrv.2015.03.005
[16]. Ponnapureddy, S., Priskin, J., Ohnmacht, T., Vinzenz, F., & Wirth, W. (2017). The influence of trust
perceptions on German tourists’ intention to book a sustainable hotel: a new approach to analysing
marketing information. Journal of Sustainable Tourism, 25(7), 970–988.
https://doi.org/10.1080/09669582.2016.1270953
[17]. Prameka, A. S., Do, B.-R., & Rofiq, A. (2016). How Brand Trust is Influenced by Perceived Value and
Service Quality: Mediated by Hotel Customer Satisfaction. Asia Pacific Management and Business
Application, 5(2), 72–84. https://doi.org/10.21776/ub.apmba.2016.005.02.2
[18]. Purnomo, R. A. (2016). Analisis Statistik Ekonomi dan Bisnis Dengan SPSS. In Cv. Wade Group. CV.
Wade Group
[19]. Ratnasingam, P. (2012). Customer’s Trust Indicators in the Online Hotel Booking Decision.
International Journal of Business, Humanities and Technology, 2(2), 192–198.
[20]. Schifter, D. E., & Ajzen, I. (1985). Intention, Perceived Control, and Weight Loss. An Application of
the Theory of Planned Behavior. Journal of Personality and Social Psychology, 49(3), 843–851.
https://doi.org/10.1037/0022-3514.49.3.843
[21]. Sreejesh, S., & Anusree, A. (2016). The impacts of customers’ observed severity and agreement on
hotel booking intentions: moderating role of webcare and mediating role of trust in negative online
reviews. Tourism Review, 71(2), 77–89. https://doi.org/10.1108/TR-08-2015-0037
[22]. Sullivan, Y. W., & Kim, D. J. (2018). Assessing the effects of consumers’ product evaluations and trust
on repurchase intention in e-commerce environments. International Journal of Information
Management, 39(December 2017), 199–219. https://doi.org/10.1016/j.ijinfomgt.2017.12.008
[23]. Supriyatin, E., Ali Iqbal, M. and Indradewa, R. (2019). Analysis of auditor competencies and job
satisfaction on tax audit quality moderated by time pressure (case study of Indonesian tax offices).
8. Perceived Value and Attitude with Trust as Mediating Variable toward Intention to Booking…
*Corresponding Author: Josua Hermanus1
www.aijbm.com 83 | Page
International Journal of Business Excellence, 19(1), 119-136.
[24]. Wang, L., Law, R., Guillet, B. D., Hung, K., & Fong, D. K. C. (2015). Impact of hotel website quality
on online booking intentions: ETrust as a mediator. International Journal of Hospitality Management,
47, 108–115. https://doi.org/10.1016/j.ijhm.2015.03.012
*Corresponding Author: Josua Hermanus1
,
1
The Graduate School, Department of Economic & Business, Esa Unggul University,
Jakarta, Indonesia