An Empirical Study of Customer Value, Customer Trust and Customer Loyalty Based on e-Commerce

Abstract

Abstract-In today's business world, computers are connected to the broadband wide area network (WAN), allowing businesses to integrate industrial value chains and provide customers with various value-added services. Consequently, the virtual community of a public service network can be created and marketing channels in e-generation can be established to provide customers with relevant information or commodities and services through the use of high-speed transmission systems and interactive delivery. However, if e-commerce operators are not fully aware of the characteristics of e-generation consumers, if website operators lack the necessary competitive edge, or if the Internet-based transaction mechanism is not secure, consumers may not be attracted to or continue their interest in online shopping. In the Internet world of e-commerce, it is difficult to fully grasp the changes in customer demands along with the gradual opening of information on the web. To be profitable, it is more important to obtain the value created by loyal customers for businesses in addition to a wide range of online visitors. By integrating the analyses of e-commerce with 244 questionnaires and validating the data with statistical analysis methods, this study provides e-commerce business owners with suggestions on marketing strategies and proposes future directions for subsequent research based on the research findings.Index Terms-Customer value, customer trust and customer loyalty, e-commerce.

Research on commodity business value and customer value of e-commerce platforms: Based on consumer psychology and cognition

“…This is consistent with the importance of psychological factors emphasized in this paper, and also illustrates the importance of introducing psychological factors to classify commodities and customers from the side. Kiang (2017) emphasized that the security of online shopping can build brand loyalty, and focused on the subjective thoughts of consumers. Different from his research, we focus on the objective purchasing behavior of customers.…”

Faktor-Faktor yang Mempengaruhi Loyalitas Konsumen di Siloam Hospitals Kebon Jeruk dan Lippo Village

“…Semakin tinggi keinginan konsumen untuk berkunjung ke rumah sakit karena yakin dan percaya akan meningkatkan nilai konsumen dan sebaliknya. Pada penelitian yang dilakukan oleh Afifi & Amini (2018), Kiang (2017), dan Molinillo dkk. (2017) juga ditemukan hasil serupa.…”

“…(2017) juga ditemukan hasil serupa. 9,10,32 Uji hipotesis kelima menyatakan bahwa nilai konsumen mempunyai pengaruh positif terhadap loyalitas konsumen pada Siloam Hospitals Kebon Jeruk & Lippo Village dan hasilnya didukung. Semakin besar pertukaran manfaat dan pengorbanan yang dirasakan konsumen akan meningkatkan loyalitas konsumen begitu juga sebaliknya.…”

“…Hasil yang sama ditemukan pada penelitian yang dilakukan oleh Afifi & Amini (2018), Kiang (2017), dan Hoang (2019). 9,10,17 Uji hipotesis keenam menyatakan bahwa kepercayaan konsumen berpengaruh positif terhadap loyalitas konsumen di Siloam Hospitals Kebon Jeruk & Lippo Village dan hasilnya didukung. Semakin tinggi keinginan konsumen untuk berkunjung ke rumah sakit karena yakin dan percaya akan meningkatkan loyalitas konsumen dan juga sebaliknya.…”