The Effect of on-Time Delivery on Customer Satisfaction and Loyalty in Channel Integration

Dündar, Abdullah Oktay; Öztürk, Resul

doi:10.15295/bmij.v8i3.1520

Cited by 6 publications

(5 citation statements)

References 36 publications

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“…Customers who are pleased with the delivery service will be loyal customers and will place additional orders. [28,29]. Therefore, delivery accuracy is essential for online buyers.…”

Section: Effect Of Accuracy Of Delivery Order (Acu) On Brand Loyalty ...mentioning

confidence: 99%

The Mediating Role of Customer Satisfaction between Antecedent Factors and Brand Loyalty for the Shopee Application

Zaato

Zainol

Khan

et al. 2023

Behavioral Sciences

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Lately, smartphones have had a significant impact on how individuals act, mainly when they shop. In Malaysia, Shopee is the online shopping website that has garnered the most traffic from e-commerce sites. Shopee Express recognizes the importance of customer happiness and brand loyalty in measuring consumer purchasing behavior for long-term performance. Some prior studies have had mixed results on the factors that influence online shopping apps’ brand loyalty with the interactive effect of other variables. To contribute to resolving these varied views, this study proposes that customer satisfaction mediates the antecedent factors that influence students’ loyalty to the Shopee app. As a cross-sectional online survey, we obtained data from 298 university students using the Shopee application. Partial least squares structural equation modeling (PLS-SEM) was used to analyze data, whereby the results confirmed a significant effect of the accuracy of delivery on brand loyalty and customer satisfaction, the price of delivery and customer satisfaction, and information quality on brand loyalty and customer satisfaction. Furthermore, easy payment also significantly affected brand loyalty and customer satisfaction, and customer satisfaction mediates delivery accuracy and brand loyalty, the price of delivery, information quality, and the brand loyalty link of students to the Shopee application. This study’s novelty is uncovering the intervening role of customer satisfaction in the antecedent factors of brand loyalty of the Shopee app. This study further contributes by providing helpful information to the stream of online logistic firms like Shopee to meet client needs and by providing valuable insights for scholars.

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“…Customers who are pleased with the delivery service will be loyal customers and will place additional orders. [28,29]. Therefore, delivery accuracy is essential for online buyers.…”

Section: Effect Of Accuracy Of Delivery Order (Acu) On Brand Loyalty ...mentioning

confidence: 99%

The Mediating Role of Customer Satisfaction between Antecedent Factors and Brand Loyalty for the Shopee Application

Zaato

Zainol

Khan

et al. 2023

Behavioral Sciences

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“…Kesenjangan persepsi manajemen didefinisikan sebagai Value : Jurnal Manajemen dan Akuntansi, 18 (2), Hal. 265 -279 perbedaan antara penilaian pengguna layanan dan pemahaman manajemen tentang harapan pengguna layanan (Dundar & Özturk, 2020).…”

Section: Kajian Pustaka Kualitas Pelayananunclassified

Analisis Kualitas Pelayanan Laboratorium Mac Politeknik Industri Furnitur Dan Pengolahan Kayu

Arini,

Etruly,

Ulfia

et al. 2023

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The Mac computer lab is one of the busiest labs because it is always used as a place for practice. Service satisfaction is the focus of the laboratory manager because not all customers express the level of service satisfaction directly. Therefore, researchers should analyze and find out the level of customer satisfaction with the quality of services provided to help laboratory management improve the quality of services, so that customer satisfaction will be better, The variables used in this research are tangible, reliability, responsiveness, empathy and responsibility. This variable is subjected to multiple linear regression to determine whether the variable partially and simultaneously has a significant effect on service satisfaction. The sample used was laboratory user students with data collection techniques using saturated sampling methods and Likert scales. The data are processed using multiple linear regression. From the results of data processing and discussion it is known that the tangible and assurance variables have no relationship with service satisfaction because the t count is smaller than the t table. The variables reliability, empathy and responsibility have a significant relationship with service satisfaction because they have positive t values greater than t table with values of 2.151, 2.216 and 1.642. Keywords: Laboratory, Linier regression, Satifaction Services

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“…Delivery is considered one of the most important factors; besides price, product and promotion in customer satisfaction (Dündar and Öztürk, 2020), it is also considered a crucial factor in companies' success make online sales (Handoko, 2016). According to Dholakia and Zhao (2010), companies that provide products and services on time add value to target customers and positively affect their satisfaction.…”

Section: Literature Reviewmentioning

confidence: 99%

Covid-19 and consumers' online purchase intention among an older-aged group of Kosovo

Toska

Zeqiri

Ramadani

et al. 2022

IJOEM

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PurposeThis study aims to investigate the online purchase intention of an older-aged group in Kosovo. Very few studies have analyzed the online purchase intention of these age groups in emerging countries including Kosovo, during the COVID-19 pandemic, which led to an increased usage of online shopping among older adults.Design/methodology/approachThe study used a quantitative methodology and a structured questionnaire was used for collecting the data. Structural equation modeling (SEM) using partial least squares (PLS) was used to analyze 262 responses from an older-aged group of consumers from Kosovo.FindingsThe findings of this study showed that COVID-19 as a perceived risk affected online purchase intention. In addition, panic from perceived risk, perceived usefulness of social media and delivery in time also positively impacted the online purchase intention of this group of generations.Originality/valueThe study provides theoretical implications to consumer behavior literature during pandemics and how certain age groups behave during their purchase intention. The study also provides insight into other studies in emerging countries to see similarities and differences in online purchase behavior.

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The Effect of on-Time Delivery on Customer Satisfaction and Loyalty in Channel Integration

Cited by 6 publications

References 36 publications

The Mediating Role of Customer Satisfaction between Antecedent Factors and Brand Loyalty for the Shopee Application

The Mediating Role of Customer Satisfaction between Antecedent Factors and Brand Loyalty for the Shopee Application

Analisis Kualitas Pelayanan Laboratorium Mac Politeknik Industri Furnitur Dan Pengolahan Kayu

Covid-19 and consumers' online purchase intention among an older-aged group of Kosovo

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