The Impact of Satisfaction and Trust on Loyalty of E-Commerce Customers

Brilliant, Mochammad Auditya; Achyar, Adrian

doi:10.21002/amj.v5i1.2175

Cited by 30 publications

(31 citation statements)

References 22 publications

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“…Once consumers feel trust and satisfaction on the website (business environment; finance, technology, human resources etc. ), which consumers will take the initiative to share their consumption experiences in their own site or leave a message related experience (Brilliant and Achyar 2013;Ganesan 1994;Murphy and Blessinger 2003). Therefore, we propose the following hypothesis:…”

Section: Trust and Information Sharing Behaviourmentioning

confidence: 99%

Investigating information sharing behavior: the mediating roles of the desire to share information in virtual communities

Liou

Chih

Hsu

et al. 2015

Inf Syst E-Bus Manage

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Social networking sites are built and designed to provide online services and a platform for people to social interacts and exchange information. This study used the social capital theory as a foundation to explore the social interaction factors and individual factors such as shared value, community identification, and information privacy concerns, and examine the mediating role of the desire to give information between trust on websites/members and information sharing behaviour in the proposed model. This research sample consists of seven hundred and twenty-seven members who have used the Facebook fan page for at least 6 months. This study adopted structural equation modeling to test the research hypotheses. The results of this study show that shared value, community identification, and information privacy concern directly influence trust on websites and members. Trust on websites and members directly influenced the desire to get/give information. Desire to give information directly influences information sharing behaviour. The desire to give information plays important mediating roles between trust on websites/members and information sharing behaviour. Finally, we provide conclusions and managerial implications of the findings.

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Section: Trust and Information Sharing Behaviourmentioning

confidence: 99%

Investigating information sharing behavior: the mediating roles of the desire to share information in virtual communities

Liou

Chih

Hsu

et al. 2015

Inf Syst E-Bus Manage

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“…So, increasing trust means strengthening relationships. Trust can also be determined by product quality [36]. Trust is a special psychological state that can only occur in certain relationships.…”

Section: Discussionmentioning

confidence: 99%

Increasing Purchase Decisions on Palm Oil Seeds Through Marketing Mix and Trust

Rafdinal¹,

Amalia²

2019

Proceedings of the International Conference on Applied Science and Technology 2019 - Social Sciences Track (iCASTSS 2019)

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This study aims to examine the impact of trust and marketing mix (product, price, place, and promotion) on the firms' purchase decisions of palm oil seeds. To meet such aim, we carried out a purposive sampling to obtain the respondents of palm oil firm in West Sumatera. After 82 respondents obtained, to tell on which variables could affect the firms' purchase decisions of palm oil seeds we performed PLS-SEM. The findings showed that marketing mix comprising product, price, place, and promotion could significantly affect the purchase decisions of firms in West Sumatera on palm oil seeds after mediated by trust. Based on the findings, this study may provide insights for the firms of palm oil seeds in a way to increasing their customer purchase decisions.

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“…Products here are seen from the type of product, product quality, product availability, product reliability, product delivery, and packaging. Trust can also be determined by product quality that can affect loyalty (Brilliant, 2013). Trust is a special psychological state that can only occur in certain relationships.…”

Section: Discussionmentioning

confidence: 99%

The Influence of Satisfaction on Service Quality and Trust in Products on Loyalty of Bank Rakyat Indonesia Credit Cards Users in Padang Panjang

Azwar¹,

Evanita²,

Abror³

2019

Proceedings of the Third Padang International Conference on Economics Education, Economics, Business and Management, Accounting

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This study aims to explain the influence of satisfaction on service quality towards trust in products and customer loyalty of Bank Rakyat Indonesia credit card users in Padang Panjang City and the extent to which trust in products has an effect on customer loyalty of Bank Rakyat Indonesia credit card users in Padang Panjang city. The sample of this study was users of Bank Rakyat Indonesia credit card in Padang Panjang city with a total sample of 192 respondents. The analysis technique used in this study is SEM analysis. The results of the study show that: (1) satisfaction on service quality has a positive and significant effect on trust in the product; (2) satisfaction on service quality and trust in products has a positive and significant effect on the loyalty of Bank Rakyat Indonesia credit card users in

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The Impact of Satisfaction and Trust on Loyalty of E-Commerce Customers

Cited by 30 publications

References 22 publications

Investigating information sharing behavior: the mediating roles of the desire to share information in virtual communities

Investigating information sharing behavior: the mediating roles of the desire to share information in virtual communities

Increasing Purchase Decisions on Palm Oil Seeds Through Marketing Mix and Trust

The Influence of Satisfaction on Service Quality and Trust in Products on Loyalty of Bank Rakyat Indonesia Credit Cards Users in Padang Panjang

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