Predicting the Effects of Perceived Service Quality and Logistics Service Innovation on Repurchase Intention of Instant Courier Services through Customer Satisfaction and Trust

Kusumawardani, Kunthi Afrilinda; Hastayanti, Saras Asa

doi:10.25124/jmi.v20i3.3515

Cited by 7 publications

(5 citation statements)

References 50 publications

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“…Kualitas layanan telah berhasil ditingkatkan dalam menciptakan kepuasan pelanggan dan retensi pembelian, oleh karena itu memegang peran kunci dalam pemasaran dan logistik (Kusumawardani & Hastayanti, 2020).…”

Section: Kualitas Website Dan Kepercayaan Konsumenunclassified

Apakah Kualitas Website Berdampak Pada Minat Beli Dengan Kepercayaan Konsumen Sebagai Variabel Intervening?

Nursyirwan¹,

Ardaninggar²,

Valentika³

2023

SJR

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Marketing is the process by which companies create value for customers and build strong relationships to capture value from customers in return. The main objective of this study is to determine the effect of website quality on purchase intentions and also customer trust as an intervention. The research object is the population of Shopee users who have been categorized as sample criteria. The criteria are S1 Accounting students at Universitas Pamulang and have online shopping experience through Shopee. Based on SEM-PLS data, this research is valid and reliable, the research model is also considered strong. This study proves the study of pre-existing theories and strengthens the results of hypothesis testing with the results of all variables having a positive and significant effect on purchase intention. The model in this study can be used as managerial implications for e-commerce based business development

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Section: Kualitas Website Dan Kepercayaan Konsumenunclassified

Apakah Kualitas Website Berdampak Pada Minat Beli Dengan Kepercayaan Konsumen Sebagai Variabel Intervening?

Nursyirwan¹,

Ardaninggar²,

Valentika³

2023

SJR

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“…Convention participation decision-making. The decision-making process typically involves consumers' various behavioural considerations before buying certain products (Kusumawardani and Hastayanti, 2020). Behavioural theories such as the theory of reasoned action (TRA) or the theory of planned behaviour (TPB) have widely been utilised in the current body of the literature to understand consumers' decision-making processes (Sahu et al, 2020).…”

Section: Literature Reviewmentioning

confidence: 99%

Predicting the determinants of academic conference participation decision-making in the post-pandemic situation: the case of Indonesia

Kusumawardani

Komalasari

Goenadhi

2022

IJEFM

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PurposeThis study aims to determine offline academic conference participation decision-making factors in the post-pandemic situation incorporating the safety measure as one of the factors.Design/methodology/approachThis study provides a new model for examining the factors influencing academic conference participation using a quantitative approach. The responses of 110 academicians were collected and statistically evaluated using partial least square structural equation modelling (PLS-SEM).FindingsThe results show that safety measures implemented by the conference organiser lead to trust and result in the decision to participate in the offline conference. Besides, conference factors also play a crucial role in determining the participation of academic conferences.Research limitations/implicationsThe information was gathered from 110 replies, and to gain a more comprehensive understanding of the factors that influence academic conference participation, a bigger sample size would be required.Practical implicationsThe study's findings shed light on the components that affect academicians' decision to attend an offline conference which is critical for conference organisers, hotels and the meetings, incentives, conferences and exhibitions (MICE) business.Originality/valueTo the best of the authors' knowledge, this is the first study that seeks to predict factors influencing academicians to participate in an offline academic conference in a post-pandemic setting by incorporating variables such as safety measures and trust.

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“…Several service managements studies have shown that service quality plays a key role in building trust (Chenet, Dagger, & O'Sullivan, 2010;Chiou & Droge, 2006). Logistic service quality has been considered to be one of the primary drivers of customer satisfaction (Fernandez, Lara, Ugalde, Sisodia, & Services, 2018;Kusumawardani & Hastayanti, 2020;E. Rachmawati & Suroso, 2020).…”

Section: Logistics Service Qualitymentioning

confidence: 99%

Examining the relationship between the level of logistics service quality, relationship quality and repurchase intention in e-retail sector of Pakistan

Khan

Wang²,

Wang³

et al. 2021

IJRBS

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This study examined the relationship between the level of logistics service quality, relationship quality, and repurchase intention in the e-retail sector of Pakistan. Logistics service quality LSQ was integrated into the step-by-step purchasing process including pre-purchase, purchase, and post-purchase factors. This research is unique from existing research work as it validated a holistic model by examining the role of customer’s perception of LSQ in strengthening their RQ and subsequent purchase intentions in the e-retail logistics sector of Pakistan and draw important suggestions to enhance the competitiveness of logistics services of domestic e-retail logistic firms. A survey strategy using self-administered questionnaires was employed from customers of departmental stores, large discount stores, shopping malls & retail outlets. A total of n=241 based on a cluster of conventional retail consumers across Pakistan was drawn. The study results provide a quality framework for the management of logistics service providers working in Pakistan's e-retail industry to evaluate the strengths and limitations of their service provision and then identify areas where improvements might be needed.

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Predicting the Effects of Perceived Service Quality and Logistics Service Innovation on Repurchase Intention of Instant Courier Services through Customer Satisfaction and Trust

Cited by 7 publications

References 50 publications

Apakah Kualitas Website Berdampak Pada Minat Beli Dengan Kepercayaan Konsumen Sebagai Variabel Intervening?

Apakah Kualitas Website Berdampak Pada Minat Beli Dengan Kepercayaan Konsumen Sebagai Variabel Intervening?

Predicting the determinants of academic conference participation decision-making in the post-pandemic situation: the case of Indonesia

Examining the relationship between the level of logistics service quality, relationship quality and repurchase intention in e-retail sector of Pakistan

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