Experiencia del cliente, confianza y lealtad de los millennials en el sector bancario de la ciudad de Cuenca-Ecuador

Vallejo-Bojorque, Adriana Priscila; Cavazos‐Arroyo, Judith; Lagunez-Pérez, Mario Alberto; Vásquez-Herrera, Sofía Elba

doi:10.17163/ret.n22.2021.06

Cited by 10 publications

(7 citation statements)

References 41 publications

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“…Pengujian hipotesis (H6) dinyatakan diterima pada penelitian terhadap responden Bank Raya ini. Hal tersebut sejalan dengan temuan terdahulu yang dilakukan oleh (Febrian, Simanjuntak, & Hasanah, 2021), (Rajaobelina, Brun, Prom Tep, & Arcand, 2018) dan (Vallejo-Bojorque, Cavazos-Arroyo, Lagunez-Pérez, & Vásquez-Herrera, 2021). Penelitian-penelitian tersebut menyebutkan bahwa pengalaman nasabah yang positif dalam menggunakan layanan bank digital dapat mempengaruhi tingkat keberhasilan bank dalam membangun kepercayaan nasabah.…”

Section: Pengaruh Customer Experience Terhadap Trustunclassified

Faktor-Faktor Yang Mempengaruhi Continuous Intention to Use dalam Konteks Digital Banking di Indonesia

Sagita Putri,

Irawan,

Amanda

et al. 2024

JOEB

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Pandemi Covid-19 pertama kali diidentifikasi masuk ke Indonesia pada tahun 2020. Tujuan dari dilakukannya penelitian ini adalah untuk menjawab pertanyaan penelitian yang telah dijabarkan sebelumnya, yaitu: 1. Menganalisa pengaruh e-Service Quality terhadap Customer Experience di Bank Raya Indonesia. 2. Menganalisa pengaruh e-Service Quality terhadap Customer Satisfaction di Bank Raya Indonesia. Dalam suatu metode ilmiah terdapat dua tipe pendekatan, yaitu kualitatif dan kuantitatif. Penelitian ini berfokus pada faktor-faktor yang berpengaruh terhadap continuous intention to use dari nasabah Bank Raya Indonesia yang telah menggunakan aplikasi Bank Raya selama minimal 3 bulan dan berdomisili di Jakarta. Faktor-faktor yang terlibat dalam penelitian ini ialah e-service quality, customer experience, customer satisfaction dan trust untuk melihat pengaruhnya terhadap continuous intention to use sehingga diharapkan dapat berguna bagi perusahaan sebagai dasar evaluasi terhadap layanan yang diberikan bagi nasabah serta menjadi dasar pengambilan keputusan strategi yang sesuai untuk mencapai target perusahaan

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Section: Pengaruh Customer Experience Terhadap Trustunclassified

Faktor-Faktor Yang Mempengaruhi Continuous Intention to Use dalam Konteks Digital Banking di Indonesia

Sagita Putri,

Irawan,

Amanda

et al. 2024

JOEB

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“…Usually, familiarity with a brand is generated by personal interaction with the branded products or by comments from family and friends (Trusov, Bucklin & Pauwels, 2009). Familiarity with the brand promotes consumer confidence towards the brand (Graciola et al, 2019;Vallejo-Bojorque et al, 2021), and makes it less likely that consumers depend on extrinsic cues (e.g. store name, price, packaging) to assess product quality and risk (Mostafa & Elseidi, 2018).…”

Section: Antecedents Of Plb Perceived Quality and Riskmentioning

confidence: 99%

Determinants of attitude towards and purchase intention of private label brands in Ecuador

Macias¹,

Bayona²,

Montoya³

et al. 2023

RVG

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The purpose of this study is to explain which factors influence the attitude towards private label products and their purchase intention in Ecuador. In this regard, the hypothetical effects of store image, familiarity with the private brand, its perceived quality and risk, and customers’ price consciousness, are studied. A survey distributed online was implemented, obtaining a final sample of 224 customers of the main supermarket chain in Ecuador: Supermaxi. A Confirmatory Factor Analysis was performed, and a structural equations model was tested by consistent Partial Least Squares. Among the most relevant findings, it was found that attitudes towards private brands are a critical determinant of purchase intention; that a better image of the supermarket reduces the perceived risk, fostering consumer’s purchase intention. Familiarity with the private brand positively affects perceived quality, which, along with price consciousness, contributes to building attitudes towards private brands. Taken together, these results suggest that supermarkets should work on the tangible and intangible aspects that create store image to contribute to private brands sales. We also recommend marketing tactics such as product samples and testimonials to build brand familiarity among consumers, which along with meeting quality expectations will improve attitudes toward and purchase intention of private label brands. Finally, supermarkets need to be aware of those product categories in which consumers are most price-conscious in order to highlight the savings derived from private label products and promote more sales.

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“…Moreover, trust was found to be an intervening variable, meaning that it mediates the relationship between customer experience and customer loyalty. This means that customer experience enhances customer trust, which in turn leads to increased customer loyalty (Rajaobelina et al, 2018, Vallejo-Bojorque et al, 2021, Martinez et al, 2021.…”

Section: Customer Experiencementioning

confidence: 99%

Unveiling the Link between Customer Experience and Customer Loyalty on Blibli: The Mediating Role of Trust

Yusiana,

Hurriyati,

Dirgantari

2023

J. Bus. Manag. Econ. Development.

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The rapid growth of digital technology and the Internet has opened new avenues for business, particularly in the field of e-commerce. Online shopping has become the prevailing trend for purchasing goods and services, reshaping market dynamics. Blibli.com is a subsidiary of Djarum in the digital sector established in 2010 and is the original Indonesian e-commerce company that focuses on building the shopping ecosystem of choice for consumers and institutions through a secure omnichannel commerce platform. However, in a highly competitive environment, maintaining and increasing customer loyalty is a challenge. This study aims to explore the effect of customer experience on Blibli customer loyalty in Indonesia, with customer trust as an intermediary variable. This research uses a quantitative descriptive approach and path analysis, with a sample of 200 respondents who are Blibli application users. The results showed that customer experience and trust have a significant influence on customer loyalty. Data analysis shows that Blibli's app design, appearance, navigation, and payment process is highly rated by customers. Customers also had a positive emotional experience and high trust in Blibli's customer service and social media presence. This study also found that customer trust plays a role as a mediator in the relationship between customer experience and customer loyalty. Based on these findings, this study suggests Blibli to focus on increasing customer trust through improving customer experience to drive customer loyalty.

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Experiencia del cliente, confianza y lealtad de los millennials en el sector bancario de la ciudad de Cuenca-Ecuador

Cited by 10 publications

References 41 publications

Faktor-Faktor Yang Mempengaruhi Continuous Intention to Use dalam Konteks Digital Banking di Indonesia

Faktor-Faktor Yang Mempengaruhi Continuous Intention to Use dalam Konteks Digital Banking di Indonesia

Determinants of attitude towards and purchase intention of private label brands in Ecuador

Unveiling the Link between Customer Experience and Customer Loyalty on Blibli: The Mediating Role of Trust

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