Segala aktivitas masyarakat telah menggunakan internet dalam kehidupan sehari-harinya. Salah satu gaya hidup online masyarakat yaitu online shop, sehingga hal ini juga berdampak dengan perkembangan e-commerce. Salah satu sifat pengguna e-commerce yang paling diminati adalah C2C. Shopee merupakan perusahaan e- commerce yang menerapkan C2C. Berdasarkan Populary Brand Index bahwa shopee masih kurang mendapatkan perhatian konsumen, sehingga perlu untuk memperhatikan aspek-aspek loyalitas dan kepuasan pelanggan pada bisnis e- commerce. Dalam e-commerce loyalitas konsumen disebut dengan e-loyalty dan dipengaruhi oleh kepuasaan konsumen (e-satisfaction). Ada beberapa faktor yang mempengaruhi e-satisfaction yaitu e-trust dan e- service quality. Adapun tujuan penelitian ini adalah untuk menguji apakah e-satisfaction mampu untuk memediasi hubungan antara e-trust dan e-service quality terhadap e-loyalty pengguna Shopee.
The objective of the current research is to study a model that describes e-loyalty as the endogenous variable that includes three exogenous variables (website quality, corporate image and perceived social presence) and two mediating variables (satisfaction and trust). The model demonstrated adequate fit with the data. Further, all the causal relationships in this model were found to be significant. We discuss some interesting results and provide several implications for those banks which want to enhance loyalty of e-banking customers.
Perusahaan retail berupaya memberikan kemudahan- kemudahan dalam melayani pelanggan yang membutuhkan produk. Kualitas e-tail sangat ditekankan untuk memberikan kepuasan kepada pelanggan. Adanya kepuasan pelanggan terhadap e-tail akhirnya akan mendorong loyalitas pengguna e-tail (e-loyalty). Adanya e-tail yang membuat pelanggan puas (e-satisfaction) membuat pelanggan lebih loyal dan setia kepada cara pembelian melalui e-tail. Pelanggan akan tetap memilih e-tail dari pada pembelian melalui cara konvensional dengan datang langsung ke gerai atau outlet. Penelitian ini bertujuan untuk mengetahui hubungan antara kualitas e-tail dengan loyalitas pelanggan (e- loyalty) yang dipengaruhi oleh kepercayaan pelanggan (e-trust), dan kepuasan pelanggan (e-satisfaction). Penelitian ini merupakan kausal dengan pendekatan kuantitatif. Sampel penelitian ini menggunakan purposive sampling. Sampel yang digunkan sebanyak 150 responden pembeli produk di www.mataharistore.com. Data dikumpulkan dengan kuesioner selanjutnya diolah menggunakan teknik analisis Structural Equation Model. Hasil penelitian ini menunjukkan bahwa Responsiveness berpengaruh positif terhadap e-trust dan e- satisfaction. E-trust dan E-satisfaction berpengaruh positif terhadap e-loyalty. Responsiveness berpengaruh positif tidak langsung terhadap e-loyalty melalui e-trust. Responsiveness berpengaruh positif tidak langsung terhadap e-loyalty melalui e-satisfaction.
The aim of the following study is examining the effect caused by social media customer relationship management (sCRM) on e-loyalty in the telecom sector in Jordan where most companies ignore the importance of the proper usage of the (sCRM) in which will allow them to secure the loyalty of their customer. Where (sCRM) defined as the integration technology and social media to enhance the possibility of the customer to participate and allows companies to interact by using networks where it is the also it is a free social media fingertips of most of the customer and it is for free and could be used easily (Chau & Xu, 2012), (Mohan, 2008) and e-loyalty defined in order to attend consumers visit the same website over and over again we must to reload the positive perceived intention to use it for the second purchase (Hamid, 2008), (Cyr, Head & Ivanov, 2009). (Flavián, Guinaliu & Gurrea 2006).
They further assert that, if organizations are to design their sites according to the needs, wishes and preferences of their target customers, they would gain a competitive advantage over their rivals. Jones and Sasser (1995) argue that highly satisfied customers are more loyal than ones with little satisfaction. Their study in automobile industry revealed that a slight drop from total satisfaction can create massive drop in loyalty, the conclusion was that highly satisfied customers have higher likelihood to be loyal than lowly satisfied ones. Strauss and Neuhaus (1997) found similar results which point out that companies will have to start looking at the intensity of their customers’ satisfaction levels. Mittal and Lassar (1998) suggested that managers of businesses should not be at ease with a good satisfaction score, and concluded that even about 20 percent to 30 percent of top customers with highest satisfaction have the tendency to switch. The level of customers’ satisfaction or dissatisfaction with the product/service will determine the extent of their repurchase intention (Kolesar & Galbraith, 2000). Satisfaction occurs when the product/service meets or exceeds the consumer’s expectations, while dissatisfaction is the case when expectations are not met. Based on previous research, Johnson (1995) reiterated that the causes of dissatisfaction to customers may not be the opposite causes of satisfaction. A bank that opens and closes erratically will lead to customers’ dissatisfaction just like what he explained. However, a bank that opens and closes precisely on time does not automatically lead to delighted customers. It is therefore important to remove the causes of dissatisfaction for the ultimate goal of customer retention (Cho, Im, Hiltz & Fjermestad, 2002), as customers who have bad experiences tell more people about it, compared to when they have good experiences (Hart, Heskett & Sasser, 1990). Customer satisfaction is therefore considered a major driver of e-loyalty (Gummeruset al., 2004; Ribbinket al., 2004; Semeijnet al.,2005). According to Reichheldet al. (2000), cyber customers are more willing to be loyal to reduce the risks of online shopping, hence the probability that they are going to stay with an online vendor is higher once they are satisfied. Previous studies have also proved that post complaint satisfaction can positively influence loyalty (Dube & Maute, 1998; Webster & Sundaram, 1998). Miller et al. (2000) concluded that satisfaction after the recovery increases customer loyalty. Hence, this study proposes that:
The survey site of this study is in Malaysia, specifically in Kuala Lumpur, Klang Valley (KL) and Petaling Jaya (PJ). These three states are located in urban area and have a higher number of internet users. This research was specifically interested in users who had made an e-transaction and e-purchase at least once in the previous three months. The sample size was 395, which fulfilled Roscoe’s (1975) rule of thumb (Sekaran, 1992). In order to select the sample, the researcher used non-probability sampling technique. The purposive sampling method was conducted to select samples. The quantitative method was employed to collect the primary data in this study. The data were gathered through a set of questionnaires which consisted of two sections: section A, the constructs of the antecedents of e-satisfaction and e-loyalty, with 106 items, and section B, the demographic profile, with 13 closed-ended questions. Respondents were asked to complete the questionnaire if they had prior purchasing experience, and provided answers based on the products or services they had bought previously. Confidentiality was guaranteed in all cases. A careful review of the literature was undertaken in order to develop multi-items of constructs. Each dimension contained multi-items measured by a 7-point Likert-scale.
The process of e-loyalty development provides valuable insights for online retailers. With these results, retailers can better understand the process of establishing and directing their resources towards improving or creating e-loyalty. It is noteworthy that e-loyalty has to be based on both customer satisfaction and e- trust, and the determinants of those two constructs are distinct. In managing customer e-loyalty, online retailers must consider customer satisfaction, a relational construct, e-trust, and a transactional construct concurrently in their marketing effort. In other words, customer satisfaction is enough to yield e-loyalty, but requires the partnership of e-trust. There is a mediating effect of Customer Satisfaction with the Customer Experience.
Internet banking is one of the increasingly important businesses in electronic business worldwide. Building loyalty in internet banking is significant for banks to guarantee high rate of customer retention and reduced cost for recruiting new customers which leads to long-term profitability. From the banks perspective, to retain their customers, they should try to make customers satisfied with their services and offerings, and this can be achieved through delivering high quality of electronic service (e-SQ). Most studies in e-SQ researches indicated that e-SQ and e- satisfaction have strong correlation and e-SQ is significantly and positively affected e-satisfaction (Zeithaml, 2002). Subsequently, high e-SQ, with high e-satisfaction will contribute to the customer retention and e-loyalty (Parasuraman et al., 2005). This fact makes it important for the banks to have a clear view on the impacts of their internet banking e-SQ and e-satisfaction on e-loyalty to stay in competitive in the market.
Abstract: While most research on electronic commerce has focused on customer behaviour according to websites’ functional tasks, consumers are influenced by many other factors such as website content and design, especially in online food shopping. This is the first study that aims to examine which variables best explain satisfaction and behavioural e-loyalty (to return to the website and purchase) regarding online local food shopping. It empirically tested a model with a local food e-commerce website using a sample of 305 real e-buyers. The partial least squares structural equation modeling (PLS-SEM) technique was used to estimate the structural relationships. The findings revealed that all the tasks of a website could be strategically designed to enhance users’ loyalty, and stressed the importance of measuring how all website features jointly influence perceived flow and control. This study makes a significant contribution to the consumer literature that deals with local food websites, a subject which is currently under-researched, and the eventual impact on behavioural e-loyalty.
The retail is part of the service sector. The world has moved on from the age of customer satisfaction to the age of customer delight and organizations are remodeling their strategies around the customer and his needs with the aim of bringing him back and keeping him for life. This study can provide insights to the modern mobile retailers on how the consumer in Vijayawada and Guntur and perceives their satisfaction and store loyalty. An important factor which can lead to increased loyalty at the organized is customer relationship management activities like loyalty discounts, gifts, exchange offers, free parking facilities and so on. Understanding of shopper’s behavior is the key to success for the retailers. Customers visiting organized mobile stores are status and quality conscious while deciding on the store to purchase from and branding to purchase. They always look for the benefits of shopping in a store over the retail outlets in terms of self esteem, variety, comparison of brands and discounts available and also seek value for the money they spent. Understanding of shopper’s behavior is the key to success for the retailers. The effect of e-trust and e-satisfaction on affective and continuous commitment was taken into consideration. It suggests that e- retailers should pay much attention to the influence of brand awareness, perceived quality and e-loyalty on purchase intention. The consumers can identify a brand name when they want to buy a new article. E-commerce sites and management ought to build a brand and promote its brand awareness through sales promotion, advertising and other marketing activities if brand awareness is high, its brand loyalty will also increase. To reflect the outcome of our research, customer satisfaction against a E-commerce sites is positively influenced by the emotional state in internet shopping. When the perceived risk associated with purchasing on the website, consumers do take risks seriously at the time of making decision of purchasing online. This satisfaction, as determined by the emotional state and perceived risk, generates consumer loyalty to the merchant site.
The instruments are listed in chronological order in Tables 1, 2, and 3 with the instrument by Lynch et al.  being the earliest one-item instrument; that of Devaraj et al.  is the earliest self-defined instrument and Gefen and Straub‘s  is the earliest adapted loyalty instrument. A certain number of the instruments are used more frequently than others, but most of them are unknown (as indicated by the small number of citations). A possible explanation for this is that authors might find many similarities between the least-cited and most-cited instruments, thus selecting the more popular ones even when they consider parts of them irrelevant. The surveys were created by researchers in a variety of disciplines, including e-commerce, business, marketing, and information science, suggesting that e-loyalty is a complex field that has drawn attention from multiple disciplines. The number of items per instrument ranged from one to 16. More than 100 factors or dimensions were measured, depending on the hypotheses made by the authors in their studies, and more than 33 factors were found to have some significant association with e-loyalty. The impact ratio (IR) of each paper was also examined; it ranged from 0  to 95.5 , with mean IR = 4.1. The impact ratio controls for year so it clearly depicts the impact of each instrument independent of its year of publication . According to their IR, the most important papers describing a new e-loyalty instrument are those by (a) Koufaris  (IR = 95.5) and Shankar et al.  (IR = 50.6) among the one- item instruments; (b) Yen and Gwinner  (IR=10.4) and Vatanasombut et al.  (IR =9.3) among the self-defined instruments; and (c) Srinivasan et al.  (instrument use by subsequent authors: 40 times) and Gefen and Straub  (instrument use by subsequent authors: 16 times) among the adapted instruments. From the adapted instruments, the study by Zeithaml et al.  appears to have significantly influenced e-loyalty literature, as 49 authors have adapted this instrument to measure e-loyalty. Second comes Oliver [143, 144, 145], whose customer satisfaction theories have been used as a basis to form an e-loyalty instrument in 11 studies.
e-Loyalty is referred to as the “stickiness” of a customer to an online outlet (Reichheld & Shefter, 2000). Despite an intial diagnosis that online customers tend to demonstrate lower capacity for loyalty, online customers are actually proving a higher tendency to remain with an online exchange partner despite ease of movement and increased accessibility. We’ve heard for years (Reichheld & Sasser, 1990) that the economic benefit of retaining customers in a traditional organization far exceeds the acquisition of new customers. Further, the up-front cost of the purely online customer tends to be higher than the face-to-face customer. Remarkably, however, profits have shown to increase at a much faster rate with purely online customers (Reichheld & Shefter, 2000). The justification for the promotion of e-loyalty is evident.
Airline customer satisfaction is affected by many factors, but at its root, this type of customer satisfaction is no different from that of any other business. Airlines are affected by many regulations and not all factors that affect customer are within the airline's control. So most of them attempt to make up the difference by providing exceptional customer service and comfort. They provide E- service quality to customer who perceived to be having a value, and becomes satisfied, which later turns to be loyalty. Likewise, if the service provided is not up to the quality the customer expects, he becomes dissatisfied, and later switch to other service providers and that amount to disloyalty. Every piece in the above review one can distinctly understand the vital nature of the variables in relation to Eloyalty and how satisfaction moderates the relationship, since airlines relate to client from pre-flight stage, in-flight, and post-flight for them to create E- loyalty, for pre-flight customer evaluate: Reliability of the web website, discount offers, baggage allowance, and responsiveness to emergency situations like cancelled flights. Similarly for in- flight, he looks at seat comfort, quality of food, in-flight entertainment services, and courtesy of Crew. So also post-flight service provides customer with prompt baggage delivery. The above mentioned service quality have an impact on building sound customer relationship which in turn creates E- satisfaction and E- loyalty.
The literature considers website quality based on various components, such as Information systems (IS) approach, a marketing oriented approach, or a combination of both (Elkhani et al., 2014). In that context, Hsieh and Tsao (2014) established a conceptual model based on the suggestions of an e-Commerce Success Model proposed by DeLone and McLean (2004). Their empirical test findings reveal that website quality reduces the online consumers’ perceived risk which results in e-loyalty. Yet, this study fails to recognise two main elements, the combined role of website quality, trust and satisfaction, and their combined effect on e-loyalty; and the cultural factors that might affect this relationship. The latter is particularly significant for the e-tailers operating in developing countries where this research is conducted, since these business environments are in fact largely influenced by local cultural traditions.
The development of information and communication technology has caused enormous changes in the business. To win the competition by reaching more and more customers, the bank must innovate in providing services that are in accordance with customer demands. One way is to offer mobile banking (m- banking). Trust is one of the important factors that influence consumers in dealing with m-banking. This study aims to explain the effect of mobile service quality on e-trust, e-satisfaction, and e-loyalty of mobile banking (m-banking) users. The respondents of this study are M-BCA, Mandiri Online or BRI Mobile users. Data was collected using a questionnaire from 120 respondents in Denpasar City and using m-banking at least 2 times a month. Data is processed using SEM-PLS analysis techniques with the Smart PLS application version 3.0. The results of the study found that mobile service quality has a positive and significant effect on e-trust. E-trust has a positive and significant effect on e-satisfaction, e-satisfaction has a positive and significant effect on e-loyalty and E-trust has a positive and significant effect on e-loyalty. Theoretical implications in this study are to enrich empirical evidence of research related to mobile service quality, e-trust, e-satisfaction and e-loyalty. The results of this study also have implications for banks that will develop m- banking applications by paying attention to good service quality so that the creation of trust, satisfaction and customer loyalty when using m-banking. Keywords:
Customization refers to offer customized products to the customers according to the requirement of every individual customer. According to (Schrage, 1999), Customization offers great potential for e-retailers as “the web has clearly entered the stage where its value proposition is as dependent upon its capabilities to allow customization as it is upon the variety of content it offers.” Customizations add to the probability that customers will get something that they wish to buy. (Wind, 2001) suggested that the companies which do not provide customized products can lose its customers. The main objective of offer the customized products are to increase the satisfaction of the customers. A survey by NetSmart Research pointed out that 83% of Web surfers are irritated or puzzled when navigated web sites (Lidsky, 1999). A research study conducted by (Fung, 2008) found that customization of the products on website and customer eloyalty is strongly associated with each other. By personalizing its site, an e-retailer can minimize this dissatisfaction. Customization also creates the understanding of better choice by facilitate a quick focus on what the customer actually desires (Shostak, 1987).
Companies based on Internet should remain competitive. One of ways of modified competitive advantage is the attraction of most customers and the increase of customer retention. In emerging commercial competitions, customer loyalty is an important characteristic for obtaining the continuation of competitive advantage. The purpose of this research is to show a theoretical model for the identification of effective factors on e-loyalty and to improve e-commerce toward the advancement of customers and sellers purposes. E-loyalty process is divided in to three phases that include cognitive, effectiveness and action in this model. Seven selected components of this research are: demographic characteristics, web site and technology, sales promotion, products level offered to customer, e-security and e-trust, e-satisfaction and e-loyalty. Case study of this research was performed in Sepahan Cement Company of Isfahan with about 115 questionnaires. Data analysis was performed by the Structural Equation Model (SEM) and LISREL software. The results of this research show that demographic characteristics of the customers and e-security and e-trust are effective factors on e-loyalty.
We conducted an exploratory factor analysis (principle components analysis with varimax rotation) to determine whether the scale items loaded as expected. We refined the scales by deleting items (Ps4, I3) that did not load meaningfully on the underlying constructs and those that did not highly correlate with other items measuring the same construct. What we find is that a seven-factor solution is more appropriate. The seven factors explain 67.5% of the variance in the data, all eigen values are above one, all items load heavily onto one of the factors, and all seven factors are easily interpreted (see Table 1). We then calculated Cronbach’s alphas for the scale items to ensure that they exhibited satisfactory levels of internal consistency. The Cronbach’s alphas are as follows: shopping convenience (.734), product selection (.719), informativeness (.798), price (.749), customization (.814), e-satisfaction (.935), and e-loyalty (.874). The internal
Abstract: With the introduction of E-commerce and on-line consumer shopping trends the importance of building and maintain E-loyalty in electronic market places has come into picture in marketing theory and practice. Managing customer trust, satisfaction and loyalty attitudes of E- commerce services is very important for the long-term growth of businesses. As the competition in e-commerce is intensified, it becomes more important for online shopping. This paper makes an attempt to find loyalty and satisfaction of customers in organized E-commerce sites. The samples are collected from users who regularly do the transactions in E-commerce sites in Vijayawada and Guntur. Andhra Pradesh, India. The study suggest that E-retailers and E-sellers ought to build a brand and promote its brand awareness through sales promotion, advertising and other marketing activities, if brand awareness is high it’s brand loyalty will also increase. Whether it’s comes to retail outlets or E-commerce sites. Finally satisfaction influences positively and significantly the e-loyalty of the cyber consumers.
AVE menggambarkan rata-rata varians atau diskriminan yang diekstrak pada setiap indikator, sehingga kemampuan masing-masing item dalam membagi pengukuran dengan yang lain dapat diketahui. Nilai AVE sama dengan atau di atas 0,50 menunjukkan adanya convergent yang baik. Melalui hasil uji PLS, didapatkan nilai Average Variance Extracted (AVE) untuk variabel e-service quality (X) yaitu sebesar 0,678; variabel e-satisfaction (Z) sebesar 0,625 dan e-loyalty (Y) sebesar 0,780.