An analysis of the effects of customer satisfaction and engagement on social media on repurchase intention in the hospitality industry

Mohammed, Majeed; Asare, Charles; Fatawu, Alhassan; Abubakari, Aidatu

doi:10.1080/23311975.2022.2028331

Cited by 59 publications

(41 citation statements)

References 85 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…Moreover, regarding technology characteristics that can play a role in addressing users' social needs, the first and second most frequently named clusters of meaning involved technology intelligence, imperfection/unpredictability in technology interaction/behavior, general technology humanlikeness, interacting (through speech) with the user, visual design suggesting humanlikeness, combination of various humanlike characteristics as well as modern/aesthetic/ appealing design and timeframe of possession/frequency of use. It appears, that apart from an attractive design K and the user involvement, e.g., through long possession or frequent use, known to generally influence product or brand engagement (e.g., Majeed et al 2022), the rest of the mentioned clusters of meaning mainly concerned characteristics resembling humans and/or interaction with them. Such results stand in line with previous findings supporting the role of anthropomorphism for the effect of interaction with technology on users' social needs (e.g., Krämer et al 2018;Mourey et al 2017).…”

Section: Discussionmentioning

confidence: 99%

Fulfilling social needs through anthropomorphic technology? A reflection on existing research and empirical insights of an interview study

Christoforakos

Diefenbach

2022

Z. Arb. Wiss.

View full text Add to dashboard Cite

As interactive technologies, such as chatbots or voice assistants, increasingly become social counterparts and resemble human interaction partners in many ways, the question arises whether they are also able to address users’ social needs. This paper explores whether interaction with technology can address social needs and what role technology anthropomorphism plays in this. While previous research shows somewhat contradictory results potentially related to challenges of applied assessment methods of anthropomorphism and social needs, we complement this by means of a qualitative interview study (n = 8). Our study findings support a potential of anthropomorphic technology to address users’ social needs but also highlight differences between the quality of human-technology and interpersonal interaction. In addition, our findings hint at a social desirability bias, since people see social need fulfillment through technology as silly or inappropriate. Design and societal implications are discussed.Practical Relevance: This article explores the potential of technology to address users’ social needs and discusses practical implications for marketing and design, e.g., how technologies should be designed in order to affect users’ social needs and which contexts of application might be suitable. Moreover, the article also reflects on societal implications resulting from a potential effect of interaction with technology on users’ social needs.

show abstract

Section: Discussionmentioning

confidence: 99%

Fulfilling social needs through anthropomorphic technology? A reflection on existing research and empirical insights of an interview study

Christoforakos

Diefenbach

2022

Z. Arb. Wiss.

View full text Add to dashboard Cite

show abstract

“…Di samping itu, kepercayaan (trust) menjadi indikator utama dalam mempengaruhi konsumen untuk berperan serta dalam e-WOM. Majeed et al, (2022) dan Kujur & Singh (2017) berargumen bahwa kepercayaan merupakan hal terpenting ketika konsumen membeli suatu produk online serta menjadi faktor esensial dalam mendorong konsumen ke komunitas virtual. Konsumen akan lebih percaya pada kelompok pertemanannya dalam Facebook daripada opini oleh para ahli karena konsumen menilai bahwa kelompok pertemanan lebih dapat dipercaya (Luo et al, 2013).…”

Section: Sns Sebagai Strategi Marketing E-womunclassified

Telaah literatur terhadap perkembangan social network sites (sns) sebagai sarana dan strategi pemasaran

Alayya

Putri²,

Sekarwangi³

et al. 2022

JKP

View full text Add to dashboard Cite

Meningkatnya penggunaan sosial media tidak hanya memberikan perubahan pandangan khalayak terhadap internet namun juga mengubah bagaimana khalayak berkomunikasi dan berinteraksi. Dalam hal ini, Social Network Sites (SNS) seperti Facebook, Instagram, Twitter, LinkedIn, dan lain sebagainya memberikan pengaruh yang sangat signifikan dalam berbagai industri khususnya pemasaran (marketing). Dengan meningkatnya pengguna SNS, strategi pemasaran beralih ke digital - digital marketing. Hal ini menyebabkan pelaku bisnis harus melakukan adaptasi melalui ekspansi strategi. Dengan demikian, studi penelitian ini dibuat dengan menggunakan metode telaah literatur terhadap pemanfaatan SNS oleh industri sebagai sarana dan strategi pemasaran suatu produk melalui electronic word-of-mouth (eWOM), periklanan, serta membangun relasi dengan konsumen. Hasil studi menunjukkan bahwa strategi eWOM dan periklanan pada SNS merupakan strategi yang tepat untuk meningkatkan citra dan minat beli konsumen akan suatu produk. Walaupun tidak jauh berbeda dengan hasil dari telaah literatur pada beberapa jurnal yang dipilih namun dapat dilihat bahwa kedua strategi memiliki pandangan yang sejajar bahwa SNS menjadi medium yang paling populer saat ini dimana kehadirannya terbukti dapat meningkatkan keterlibatan konsumen dalam membangun citra terhadap suatu produk. Penelitian diharapkan dapat memberikan kontribusi pada kajian terkait SNS dan digital marketing sehingga institusi, perusahaan, aktor terkait, dan pemangku kepentingan yang bergerak di industri pemasaran dapat menggunakan penelitian sebagai pertimbangan dalam mengembangkan strategi komunikasi pemasaran yang terintegrasi pada era saat ini. Walaupun SNS menjadi topik populer dalam setiap pembahasan, studi penelitian terkait dengan engagement konsumen dan komunikasi eWOM dan iklan pada SNS masih tergolong terbatas. Dengan demikian, penelitian ini dibuat untuk melengkapi gap tersebut.

show abstract

“…Repurchase intention merupakan penilaian positif terhadap aktivitas yang dilakukan sebelumnya sehingga muncul niat pelanggan untuk membeli kembali (Ananda et al, 2021). Karena tingginya biaya untuk mendapatkan pelanggan baru maka pelanggan dengan pembelian secara berulang diperlukan dan diinginkan oleh perusahaan (Majeed et al, 2022). Minat untuk membeli ulang akan muncul jika pelanggan merasa bahwa produk atau jasa yang diterima bisa memberikan kepuasan (Priambodo dan Farida, 2020).…”

Section: Repurchase Intentionunclassified

Pengaruh E-Trust Dan Perceived Value Terhadap Repurchase Intention Pada E-Commerce Shopee

Amadea

Herdinata

2022

BIPs

View full text Add to dashboard Cite

Electronic Commerce (e-commerce) is a transaction of buying and selling goods or services carried out between companies, households, individuals, governments and communities or other organizations that is carried out online. Consumer confidence in using e-commerce has increased from year to year. This can be seen from the increasing number of visits and transaction value. The increase in the number of visits and transactions that occurred during the pandemic led to an increase in consumer complaints in the e-commerce sector. The increasing number of transactions made online requires e-commerce companies to pay attention to several factors that can affect customer repurchase intention. Repurchase intention is an important factor for a company to be able to increase sales. In increasing customer repurchase intention, there are several influential variables, namely e-trust and perceived value variables. This study aims to determine the effect of e-trust and perceived value on repurchase intention in e-commerce Shopee. The population of this study are Shopee users. The sample in this study was taken using purposive sampling method as many as 120 respondents. The criteria used in this study include: (1) Shopee users aged 17 to 65 years; (2) Consumers who have made purchases at Shopee at least 10 times in the last 1 year, from April 2021 to March 2022. This study uses multiple linear regression analysis techniques. The results showed that e-trust had a significant effect on repurchase intention. These results indicate that the higher the e-trust perceived by the customer, the more often the customer will repurchas e intention on Shopee's e-commerce. The results of this study also show that perceived value has a significant effect on repurchase intention in Shopee e-commerce. This significant effect shows that if the customer feels and gets the benefits in accordance with expectations, the customer will repurchase intention.

show abstract

An analysis of the effects of customer satisfaction and engagement on social media on repurchase intention in the hospitality industry

Cited by 59 publications

References 85 publications

Fulfilling social needs through anthropomorphic technology? A reflection on existing research and empirical insights of an interview study

Fulfilling social needs through anthropomorphic technology? A reflection on existing research and empirical insights of an interview study

Telaah literatur terhadap perkembangan social network sites (sns) sebagai sarana dan strategi pemasaran

Pengaruh E-Trust Dan Perceived Value Terhadap Repurchase Intention Pada E-Commerce Shopee

Contact Info

Product

Resources

About