Mining analysis of customer perceived value of online customisation experience under social commerce

Bu, Xiangzhi; Huang, Zhoucheng; Zhao, Quanwu

doi:10.1080/17517575.2021.1894488

Cited by 10 publications

(5 citation statements)

References 72 publications

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“…This practice is then based on data analysis. Data collection on visitors is a pillar for effective strategy implementation [89,90]. These data are collected during customers' navigation.…”

Section: Online Customization and Customerse-satisfactionmentioning

confidence: 99%

E-satisfaction as a mediator between consumer loyalty and E-CRM: The context of Lebanese e-commerce

Younis,

Al-Shammari,

Hejase

et al. 2024

ijirss

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This article’s purpose is to assess the influence of E-CRM on consumer loyalty through satisfaction. Electronic customer relationship management E-CRM is a marketing tool used to manage consumer loyalty. However, the adoption of outdated E-CRM strategies increases dissatisfaction and attrition rates. That is, to assess the effect of perceived quality online, online customization, and customer trust on loyalty from online shoppers’ perspectives. This quantitative explanatory study begins with an exploratory factor analysis to simplify the concept’s dimensions. A questionnaire was distributed to a sample of Lebanese customers as a measurement instrument. Data analysis used factor analysis, followed by confirmatory factor analysis (CFA) using a structural model,and later regression. EFA is a fundamental prerequisite to CFA. Then, principal factor analysis (PCA) verified items for each construct dimension. The removal of items with low contributions improved the value of the KMO test, variance explained, and internal reliability measured with Cronbach’s alpha, which increased to 0.865. PCA extracted factors by restoring a minimum of 50% of the variance. The CFA relies on normed indices, sustaining the adjustment of the theoretical structure. Absolute fit criteria are highlighted: the RMSEA, GFI, and AGFI. Findings supported the idea that E-CRM strategies concentrating on online service quality, online presence, customization, and customer trust develop e-satisfaction and loyalty. Effective E-CRM satisfies customers and increases their e-satisfaction, leading to higher levels of loyalty. These outcomes increase awareness about the strategic value of E-CRM to businesses, and the paper serves as an eye-opener for future researchers and marketing experts.

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“…This practice is then based on data analysis. Data collection on visitors is a pillar for effective strategy implementation [89,90]. These data are collected during customers' navigation.…”

Section: Online Customization and Customerse-satisfactionmentioning

confidence: 99%

E-satisfaction as a mediator between consumer loyalty and E-CRM: The context of Lebanese e-commerce

Younis,

Al-Shammari,

Hejase

et al. 2024

ijirss

View full text Add to dashboard Cite

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“…Customer responses to customer experiences and reviews can be completed online, which reduces time and manpower. The growing importance of customer opinion analysis coincides with the growth of social media, such as reviews, forum discussions, blogs, Facebook, Twitter and other social networks (Mirzaalian and Halpenny, 2019;Bu et al, 2021). In general, text mining refers to a workflow consisting of user-defined pipelines of analytical tasks that can be predefined or customised by the user.…”

Section: Customer Experience Managementmentioning

confidence: 99%

Analysing online customer experience in hotel sector using dynamic topic modelling and net promoter score

Nguyen

2023

JHTT

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Purpose This study aims to analyse online customer experience in the hospitality industry through dynamic topic modelling (DTM) and net promoter score (NPS). A novel model that was used for collecting, pre-processing and analysing online reviews was proposed to understand the hidden information in the corpus and gain customer experience. Design/methodology/approach A corpus with 259,470 customer comments in English was collected. The researchers experimented and selected the best K parameter (number of topics) by perplexity and coherence score measurements as the input parameter for the model. Finally, the team experimented on the corpus using the Latent Dirichlet allocation (LDA) model and DTM with K coefficient to explore latent topics and trends of topics in the corpus over time. Findings The results of the topic model show hidden topics with the top high-probability keywords that are concerned with customers and the trends of topics over time. In addition, this study also calculated and analysed the NPS from customer rating scores and presented it on an overview dashboard. Research limitations/implications The data used in the experiment are only a part of all user comments; therefore, it may not reflect all of the current customer experience. Practical implications The management and business development of companies in the hotel industry can also benefit from the empirical findings from the topic model and NPS analytics, which will support decision-making to help businesses improve products and services, increase existing customer satisfaction and draw in new customers. Originality/value This study differs from previous works in that it attempts to fill a gap in research focused on online customer experience in the hospitality industry and uses text analytics and NPS to reach this goal.

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“…We draw customer value dimensions from Sweeney and Soutar (2001), who argue that consumers assess service in terms of functional or expected performance, value for money, emotional value and social consequences of what the product communicates to others. Customer perceived value is explored from the standpoint of customer engagement (Xie et al , 2021), customer interactions (Liu et al , 2021) and online customization experience (Bu et al , 2021).…”

Section: Theoretical Framework and Hypotheses Developmentmentioning

confidence: 99%

Antecedents and consequences of consumer hope for digital payment apps services

Bapat

Khandelwal

2022

JSM

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Purpose This study aims to examine the impact of customer brand value dimensions on relationship marketing dimensions through consumer hope in the context of digital payment applications (apps) services. The study considers the role of consumer engagement using a moderated mediation, and applies customer perceived value, affect theory of social exchange and relationship marketing theories. Design/methodology/approach The study is based on data collected from 301 digital payment app users. Structural equation modeling results were analyzed using Smart PLS. The authors performed moderated mediation, with different levels of customer engagement as a moderating variable, using Model 8 of PROCESS. The authors considered customer perceived value dimensions, digital quality value, perceived value, hedonic value and social value as antecedents to consumer hope and explored the role of trust, commitment and continued usage as a consequence of consumer hope. Findings Three levels of perceived consumer value, digital quality, price value and social value, positively influenced consumer hope, which has positively influenced trust, commitment and continuance usage. Using moderated mediation analysis, consumer hope influenced continuance usage through trust at different levels of engagement, but consumer hope did not influence continuance usage through commitment at different levels of engagement. Originality/value The study highlights the role of consumer hope in linking customer value dimensions with relationship marketing dimensions. The study can guide managers to ensure continued usage of digital payment apps, which is a strategic objective. The results are relevant for the digital setting.

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Mining analysis of customer perceived value of online customisation experience under social commerce

Cited by 10 publications

References 72 publications

E-satisfaction as a mediator between consumer loyalty and E-CRM: The context of Lebanese e-commerce

E-satisfaction as a mediator between consumer loyalty and E-CRM: The context of Lebanese e-commerce

Analysing online customer experience in hotel sector using dynamic topic modelling and net promoter score

Antecedents and consequences of consumer hope for digital payment apps services

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