The Effect of E-Service Quality and Perceived Price Fairness on Customer Loyalty Which Customer Satisfaction as Intervening Study on Online Shopping Site in Indonesia

Octaviani, Olivia Citra; Rizan, Mohamad; P, Agung Kresnamurti Rivai

doi:10.21009/jdmb.04.1.7

Cited by 5 publications

(5 citation statements)

References 41 publications

(80 reference statements)

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Section: The Fairness Of Price Has a Positive And Significantly Impac...mentioning

confidence: 80%

“…Loyalty is positively correlated with perceived the fairness of price (Liao et al, 2020). Consumer loyalty is positively, but not significantly, impacted by perceived the fairness of price (Octaviani et al, 2021). Thus, research into the relationship between the fairness of price and consumer satisfaction and loyalty in digital streaming is imperative.…”

Section: Introductionmentioning

confidence: 99%

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Fairness of Price and Satisfaction On Loyalty Of Digital Streaming Services Users

Harmawan,

Situmorang,

Rini

2023

EBiMA

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The digital streaming industry faces increasing competition, particularly in price competition. The subscription prices of digital streaming platforms vary, making it difficult for companies to maintain price fairness. The fairness of price is a psychological factor that impacts consumer reactions to prices, and it significantly impacts satisfaction and loyalty. This study examines the relationship between price fairness, consumer satisfaction, and loyalty among digital streaming subscribers in Medan City. The sample consisted of 180 respondents, with the data collected using a questionnaire. The results showed that the fairness of price has a positive and significant impact on the satisfaction of customers and loyalty, the satisfaction of consumers positively and significantly affects loyalty, and price fairness influence consumer loyalty through the satisfaction of customers positively and significantly. The study suggests that digital streaming companies should adjust prices to meet consumer satisfaction and loyalty. Future research should explore engagement and expand the types of streaming platforms to gain further understanding. The findings can help digital streaming companies adjust prices to meet customer needs and preferences, ultimately increasing consumer satisfaction and loyalty.

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Section: The Fairness Of Price Has a Positive And Significantly Impac...mentioning

confidence: 80%

Section: Introductionmentioning

confidence: 99%

Fairness of Price and Satisfaction On Loyalty Of Digital Streaming Services Users

Harmawan,

Situmorang,

Rini

2023

EBiMA

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“…(Rahman et al, 2022), (Kaya et al, 2019), dan (Khan et al, 2019) mengungkapkan kualitas layanan berpengaruh positif terhadap kepuasan dan loyalitas pelanggan online. Sebaliknya, (Fiqqih, 2023) dan (Octaviani et al, 2021), mengungkapkan kualitas layanan tidak berpengaruh terhadap loyalitas pelanggan online (Lin et al, 2016). Rehan et al (2022) dan Winarno et al (2020) mengungkapkan tidak adanya pengaruh dari kualitas layanan terhadap kepuasan pelanggan online.…”

Section: Pendahuluanunclassified

Loyalitas Pelanggan Dan Kepuasan Pelanggan Ditinjau Dari Kualitas Produk Dan Layanan Dalam Perspektif Konsumen Online

Fifaldyovan,

Supriyanta

2023

muara

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Loyalitas pelanggan online merupakan strategi jangka panjang yang berkelanjutan, namun mempertahankan pelanggan online merupakan sesuatu yang sulit. Penelitian ini bertujuan untuk mendeskripsikan dan menganalisis pengaruh kualitas produk dan layanan terhadap kepuasan pelanggan dan loyalitas pelanggan. Hipotesis penelitian adalah kualitas produk dan layanan berpengaruh positif terhadap kepuasan pelanggan dan loyalitas pelanggan. Sampel adalah 100 konsumen online di Semarang, yang diperoleh secara purposive sampling. Data dikumpulkan menggunakan kuesioner dan kemudian dianalisis menggunakan analisis jalur (path analysis) dan uji sobel. Hasil penelitian adalah kualitas produk dan layanan berpengaruh positif terhadap kepuasan pelanggan; kualitas produk dan layanan berpengaruh positif terhadap loyalitas pelanggan; dan kepuasan pelanggan memediasi hubungan kualitas produk dan layanan dengan loyalitas pelanggan

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“…In a longitudinal study by Octaviani, and Rizan (2021), the impact of price transparency on customer satisfaction and loyalty in Indonesian online supermarkets was examined. The findings revealed a positive relationship between price transparency and customer satisfaction, leading to increased customer loyalty over time.…”

Section: Price Transparencymentioning

confidence: 99%

The Impact of Price Transparency, Safe Transactions, and Delivery Performance on E-commerce Performance in Indonesian Online Supermarkets

Rachbini

2023

EJMI

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Purpose: This empirical study examines the impact of key factors on E-commerce Performance and Digital Customer Retention in the online supermarket industry in Indonesia. The research utilizes a quantitative approach with structural equation modeling (SEM) and gathers data through a cross-sectional survey conducted among online supermarket customers. The survey instrument includes questions related to price transparency, online shopping interface, safe transaction, delivery performance (independent variables), and E-commerce Performance and Digital Customer Retention (dependent variables). Design/Method/Approach: The analysis, based on data from 228 respondents, reveals that Delivery Performance and E-commerce Performance play critical roles in determining overall E-commerce Performance. Additionally, Price Transparency emerges as a crucial factor significantly influencing Digital Customer Retention. However, Online Shopping Interface and Safe Transaction demonstrate limited impact on both E-commerce Performance and Digital Customer Retention. Findings: The study shows a positive link between E-commerce Performance and Digital Customer Retention, identifying gaps in understanding factors like website design, pricing, and product quality. To improve retention, businesses should enhance online presence, prioritize customer experience, and focus on Delivery Performance, E-commerce Performance, and Price Transparency. Safe Transaction and Online Shopping Interface have a smaller impact. Mediation tests reveal these factors indirectly affect retention through E-commerce Performance. Price Transparency lacks a significant indirect effect. Future research could explore more factors, contexts, and methodologies. Theoretical Implications: Theoretical implications of the study contribute to the understanding of the essential factors that influence E-commerce Performance and Digital Customer Retention within the context of online supermarkets in Indonesia. The findings emphasize the significance of delivery reliability, price transparency, and overall E-commerce Performance in driving customer satisfaction and retention. Practical Implications: Practically, the research offers valuable insights for businesses operating in the online supermarket industry in Indonesia. To retain digital customers and enhance overall business success, companies should prioritize optimizing their delivery processes, enhancing price transparency, and improving E-commerce Performance. Though not directly applicable in this study, the research findings have potential social implications for policymakers and regulators in the e-commerce sector. Implementing policies that promote reliable delivery, transparent pricing, and a conducive online shopping environment could positively impact the online supermarket industry and the broader e-commerce landscape. Originality/Value: The research contributes to existing literature by focusing on the online supermarket industry in Indonesia and exploring the specific impact of key factors on E-commerce Performance and Digital Customer Retention. These findings offer valuable insights to researchers and industry practitioners interested in understanding e-commerce success factors. Research Limitations/Future Research: The study's limitations include its concentration on online supermarkets in Indonesia, potentially limiting generalizability. Future research could broaden the scope to include other online retailers and countries. Additionally, exploring other potential influential factors and utilizing diverse research methods could provide a more comprehensive understanding of e-commerce success. In conclusion, this study provides valuable insights into the factors influencing E-commerce Performance and Digital Customer Retention in the online supermarket industry in Indonesia. The findings underscore the importance of delivery reliability, price transparency, and overall E-commerce Performance in enhancing customer satisfaction and retention. The research has practical implications for businesses and potential social implications for policymakers, making valuable contributions to the existing literature in the field of e-commerce. Paper Type: Empirical JEL Classification: M31, L81

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The Effect of E-Service Quality and Perceived Price Fairness on Customer Loyalty Which Customer Satisfaction as Intervening Study on Online Shopping Site in Indonesia

Cited by 5 publications

References 41 publications

Fairness of Price and Satisfaction On Loyalty Of Digital Streaming Services Users

Fairness of Price and Satisfaction On Loyalty Of Digital Streaming Services Users

Loyalitas Pelanggan Dan Kepuasan Pelanggan Ditinjau Dari Kualitas Produk Dan Layanan Dalam Perspektif Konsumen Online

The Impact of Price Transparency, Safe Transactions, and Delivery Performance on E-commerce Performance in Indonesian Online Supermarkets

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