Role of Transactional Quality and Relational Quality to Customer E-Loyalty in Marketplace C2C in Indonesia

Rafiah, Kurnia Khafidhatur; Ariyanti, Maya

doi:10.24088/ijbea-2017-22005

Cited by 7 publications

(6 citation statements)

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“…Self-checkout terminals allow customers to swiftly purchase products without employee assistance and are mainly integrated by retailers to improve service efficiencies (Lovelock & Young, 1979;Sabadus, 2009). When customers utilize these terminals, they are essentially creating their own value without any interaction with the firm (Meuter et al, 2000;Rafiah & Ariyanti, 2017). Self-checkout terminals are not as widely implemented in some Southeast Asian industries as it is in most Western industries (Hassan, Sade, & Rahman, 2014), but it would be of interest to observe how customers react to this newfangled technology and how willing they are in using it.…”

Section: Methods Of Service Encountermentioning

confidence: 99%

The Role of Methods of Service Encounter and Surprise in Customer Delight and Customer Loyalty in Indonesian Supermarkets

Putri¹

2020

Int. j. bus. adm. stud

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Traditionally, service encounters in firms have been conducted through interactions between customers and employees. In this digital age, however, different industries have begun to adopt "Self-Service Technologies" (SSTs) in which customers are serviced by a machine rather than a human employee. This study hypothesized that customer delight, customer retention intent, and Word-of-Mouth (WOM) intent could all be driven by both SST use and surprise. This study aimed to examine the role of SSTs and surprise on the three aforementioned dependent variables in an Indonesian supermarket setting. One hundred eighty-nine respondents were selected as the convenience sample to represent the Indonesian population, and a between-subjects experiment was conducted. The results revealed that neither service encounter method nor surprise significantly impacted the three dependent variables. Surprise may not necessarily induce delight, perhaps due to a lack of a solid explanation that followed it and differences in cultural perceptions of surprise. Moreover, it was predicted that rather than the SST use itself, customer responses are influenced by the awareness of other Indonesians towards SSTs. This study informed managers that though there is no best service encounter method to use, they can still build a successful marketing strategy by researching the needs of individual customers.

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Section: Methods Of Service Encountermentioning

confidence: 99%

The Role of Methods of Service Encounter and Surprise in Customer Delight and Customer Loyalty in Indonesian Supermarkets

Putri¹

2020

Int. j. bus. adm. stud

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“…Such organizations don't last longer as there is a lot of corruption which leads towards low productivity and eventually bankrupt the whole organization (Einarsen, Hoel, & Notelaers, 2009;Rafiah & Ariyanti, 2017). The main focus of all the previous studies was on the outcomes of bullying, that what would be the outcomes and how it would impact overall organization This research will extend the previous literature in two ways; first we test direct relationship between WPB with organizational deviance and individual deviance, its impact on turnover intentions of employees, and its impact on OCB of employees.…”

Section: Problem Definition/research Gapmentioning

confidence: 99%

Impact of Workplace Bullying on Job Attitudes: Moderated by Ethical Leadership

2020

Int. j. bus. econ. aff.

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As employees spend most of their daily time at workplaces, behaviors of employee's at workplaces are major concern for management and organizations. Some roots of the workplace bullying are attitudes of supervisors, leaders, and management and job demands. To minimize bullying, organizations should have proper policies and systems which deal with bullying complain. This research will extend the previous literature in two ways; first we test direct relationship between Workplace Bullying (WPB) with organizational deviance and individual deviance, its impact on turnover intentions of employees, and its impact on Organizational Citizenship Behaviors (OCB) of employees. Secondly, we will test whether Ethical leadership moderates this relationship or not. This is a Quantitative research, using cross sectional data to empirically test the hypothesis. SPSS 21 is used for all statistical analysis of data the study is cross sectional in nature as data was collected from various sources at one time. Data was collected only once for research purposes. The objective of this study was to examine impact of workplace bullying on job attitudes: moderated by ethical leadership. Results and findings revealed that there is no significant relationship between bullying at workplace and deviance of employees.

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“…Oliver (2014) said that customer expectation is formed by different uncontrollable factors. In addition, Bowie, Buttle, Brookes, and Mariussen (2016) stated that customer expectation is made of complex considerations, including own pre-purchase beliefs and other customers opinions (Ra iah & Ariyanti, 2017;Umbach, Schwager, Frensch, & Gaschler, 2012). Furthermore, the in luences of customer expectation are pre-purchased; the word of mouth from the other customer can be a great factor (O'Connor, 2008).…”

Section: Customer Expectationmentioning

confidence: 99%

A path analysis of customer loyalty of homegrown coffee shops in Davao region

2018

J. adm. bus. stud.

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The main purpose of the study is to determine the factors that lead to customer loyalty of homegrown coffee shops. This study was also conducted to investigate the relationship of marketing mix, customer expectation, customer experience, customer satisfaction and customer loyalty among homegrown coffee shops. Quantitative study utilized descriptive correlational and causal comparative approach as the research design was utilized in this study. The study employed path analysis to allow the testing of hypothesis based on a proposed causal model. The data were obtained from the 580 homegrown coffee shop customers in Davao Region, Philippines. Sets of questionnaires were used as instruments. Pearson product moment correlation was used to determine the interrelationships between the marketing mix, customer expectation, customer experience, and customer satisfaction to customer loyalty. Multiple linear regression was performed to determine the signi icant predictor of customer loyalty. Path analysis was utilized in order to analyze the path relationships among the variables. The indings of the study revealed that the level of marketing mix, the level of customer expectation, the level of customer experience, the level of customer satisfaction, and the level of customer loyalty as perceived by the customers of homegrown coffee shops were all rated high. This means that there is a high customer satisfaction and customer loyalty in homegrown coffee shops in Davao Region. Moreover, marketing mix, customer expectation, customer experience, and customer satisfaction were highly correlated to customer loyalty. This indicates that the effect to marketing mix, customer expectation, customer experience and customer satisfaction would have a direct effect to customer loyalty. Meanwhile, all exogenous variables have signi icant direct in luence to customer loyalty. Furthermore, the inal model passed all the goodness of it indices criteria CMIN/DF, p-value, TLI, CFI, GFI, RMSEA, PCLOSE.

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Role of Transactional Quality and Relational Quality to Customer E-Loyalty in Marketplace C2C in Indonesia

Cited by 7 publications

References 0 publications

The Role of Methods of Service Encounter and Surprise in Customer Delight and Customer Loyalty in Indonesian Supermarkets

The Role of Methods of Service Encounter and Surprise in Customer Delight and Customer Loyalty in Indonesian Supermarkets

Impact of Workplace Bullying on Job Attitudes: Moderated by Ethical Leadership

A path analysis of customer loyalty of homegrown coffee shops in Davao region

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