Customer satisfaction in social commerce: The driving role of customer experience in social commerce components

2015 ◽  
pp. 479-483
Author(s):  
Zhongbing He ◽  
Aihui Chen
Keyword(s):  
Customer Satisfaction ◽  
Customer Experience ◽  
Social Commerce

scholarly journals The Role of Sustainable Restaurant Practices in City Branding: The Case of Athens

2021 ◽  
Vol 13 (4) ◽  
pp. 2271
Author(s):  
Dimitris Karagiannis ◽  
Meletios Andrinos
Keyword(s):  
Local Government ◽  
Customer Satisfaction ◽  
Customer Experience ◽  
Perceived Quality ◽  
City Branding ◽  
Branding Strategy ◽  
Green Practices ◽  
Sustainability Practices

The purpose of this study is to identify and analyze the role that restaurant practices play on tourists’ choices and specifically on city branding. It examines whether sustainability practices are considered by customers to be part of what they perceive as overall quality, leading to customer satisfaction, loyalty, and repeat business. It examines whether sustainability practices become part of the customer experience and perceived quality, and if they could work as another key predictor of customer dining satisfaction effecting their decisions to revisit a destination. Several studies focused on sustainability practices from the restaurant owner’s perspective, but there is no study investigating the viewpoint of international tourists and consumers of common restaurants, and the influence of green practices on visiting a major European capital during the COVID-19 pandemic. Our research was conducted using a sample of 204 international consumers after completing meals at local restaurants in Athens. This study offers insights on the role that sustainable and green practices of restaurants play in customer satisfaction as it relates to a potential re-visit of a destination; however, it still shows a path worth investigating. Restaurateurs, tourism experts (DMO), and local government should monitor what influences the satisfaction of potential global tourists while taking their sensitivity on sustainability issues into account when shaping their branding strategy during the COVID-19 era.

scholarly journals The Mediating Role of Customer Experience on the Relationship between Online Shopping Determinants and Customer Satisfaction in Vietnam

2021 ◽  
pp. 5-8
Author(s):  
Anh Tuan Pham ◽  
◽  
Khashayar Yazdani
Keyword(s):  
Factor Analysis ◽  
Customer Satisfaction ◽  
Online Shopping ◽  
Technical Problem ◽  
Customer Experience ◽  
Equation Modeling ◽  
Sufficient Information ◽  
Mediating Role ◽  
The Relationship

The negative impacts of COVID-19 to every aspects of social-economic structure lead to the retail industry’s changes by shifting from traditional way to online shopping. Although Vietnam is potential market of e-commerce, there are still lots of barriers of online shopping to customer behaviour, especially how to improve the customer experience in purchasing process. Therefore, this paper analyses the mediating role of customer experience on the relationship between online shopping determinants such as: payment barrier, bad complaint resolve, slow delivery process, poor product quality, technical problem, and customer satisfaction in Vietnam. The online survey is conducted according to the related theories, relevant empirical evidence, and pilot study to collect reliable data from 360-400 respondents in Ho Chi Minh city and Ha Noi city. Some quantitative data analysis techniques are proposed and used in this study, including descriptive statistics, reliability, explanatory factor analysis, variance analysis, Pearson correlation analysis, confirmatory factor analysis, and structural equation modeling. For using them, the researcher expects that all factors have significant and negative effect on customer satisfaction through customer experience. By developing one of the first research attempt on pre-normal phase of COVID-19 pandemic, the researchers believes the marketers and top managers at e-commerce companies in Vietnam to have sufficient information about how their customers’ experience with online shopping platforms and related services.

Building customer loyalty in retail banking: a serial-mediation approach

2019 ◽  
Vol 38 (2) ◽  
pp. 456-484 ◽  
Author(s):  
Pallavi R. Kamath ◽  
Yogesh P. Pai ◽  
Nandan K.P. Prabhu
Keyword(s):  
Customer Satisfaction ◽  
Brand Equity ◽  
Customer Loyalty ◽  
Family Income ◽  
Customer Experience ◽  
Retail Banking ◽  
Equation Modeling ◽  
Content Type ◽  
The Relationship

Purpose The purpose of this paper is to advance research on the relationship between customer experience and customer loyalty by exploring the serially mediating roles of brand equity and customer satisfaction and the moderating roles of age, gender, education and family income in the retail banking industry. Design/methodology/approach A total of 500 responses of retail banking customers were used to test the model using the partial least squares structural equation modeling approach. Advanced statistical techniques, such as importance-performance map analysis and a joint application of FIMIX-PLS and PLS-POS, were used to gain new insights. Findings The study highlighted that the relationship between customer experience and loyalty is serially mediated by brand equity and customer satisfaction. Age, gender and education were found to be significant moderators in the customer experience–loyalty relationship. Age and gender were found to be significant moderators in the brand equity–loyalty relationship. Practical implications The study strongly suggests that practitioners not only focus on delivering exceptional customer experiences but also on providing leverage brand equity and satisfaction to build customer loyalty. Practitioners should focus on training their front-line employees to improve the quality of their behavior and relations with customers and thereby build customer loyalty. Originality/value To the authors’ knowledge, this is the first study to explore the mediating role of several variables sequentially and the moderating role of customer demographics in the customer experience–customer loyalty relationship.

Fresh food online shopping repurchase intention: the role of post-purchase customer experience and corporate image

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Kara Xiaohui Ma ◽  
Damien William Mather ◽  
Dana L. Ott ◽  
Eddy Fang ◽  
Phil Bremer ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Online Survey ◽  
Customer Experience ◽  
Corporate Image ◽  
Repurchase Intention ◽  
Content Type ◽  
Fresh Food ◽  
Post Purchase

PurposeThe purpose of this study is to investigate consumers' post–purchase experience when buying fresh food online. It examines the key dimensions of post–purchase online customer experience (post–purchase OCE) that impact customer satisfaction and repurchase intention. It also explores the role of corporate image as a moderator.Design/methodology/approachAn online survey was conducted in China to capture participants' post–purchase OCE, satisfaction, repurchase intention and perceived corporate image. Partial least squares structural equation modelling (PLS-SEM) was utilized to analyse data collected from 317 Chinese fresh food online shoppers. Moderated mediation analysis was conducted to analyse the moderating effect of corporate image.FindingsFour post–purchase OCE dimensions “product-in-hand”, “customer support”, “benefits” and “packaging” significantly drive customers' repurchase intention by enhancing customer satisfaction. “Delivery” is not influential. Additionally, for firms with a good corporate image, customer repurchase intention is more easily affected by post–purchase OCE than firms with a lower level of corporate image.Practical implicationsThe findings inform fresh food e-commerce firms of the critical post–purchase OCE dimensions that mostly drive customer satisfaction and help retain customers. Furthermore, it implies that firms with a good corporate image must provide high-quality post–purchase OCE that matches the image because the consequences associated with a poor post–purchase OCE can be severe.Originality/valueThis research is among the first to investigate fresh food post–purchase OCE. It also introduces the previously underexplored moderating role of corporate image.

scholarly journals Influence of the Determinants of Online Customer Experience on Online Customer Satisfaction

Paradigm ◽  
2020 ◽  
Vol 24 (1) ◽  
pp. 41-55
Author(s):  
Shefali Jaiswal ◽  
Anurag Singh
Keyword(s):  
Customer Satisfaction ◽  
Economic Value ◽  
Sampling Technique ◽  
Customer Experience ◽  
Online Retailing ◽  
Online Mode ◽  
Customer Services ◽  
Major Factors ◽  
Post Purchase

The role of online retailing is increasing with each passing day for any business and therefore offering value to the customer which in turn also yield benefit to the retailer and differentiate it from the competitors is an important task. By getting an idea of how customer perceive and evaluate the offerings, retailers may be able to influence the customers in that particular direction. This research paper aims in identifying the major factors or attributes that affect the customers, evaluating their overall experience while shopping on the digital platform and also their impact on online customer satisfaction. This study aims to explore the determinants of online customer experience of Indian shoppers and its effect on the satisfaction of the customers. For the purpose, 325 e-shoppers were surveyed through online mode using snow ball sampling technique. To achieve the objective, exploratory factor analysis was used and multiple regressions were applied. Furthermore, the findings suggest that economic value, customization, post-purchase experience and customer services are the major factors on which customers evaluate their overall online experience and satisfaction.

Understanding the customer experience-loyalty link: A moderated mediation model

2019 ◽  
pp. 51-69
Author(s):  
Marco Ieva ◽  
Cristina Ziliani
Keyword(s):  
Customer Satisfaction ◽  
Online Survey ◽  
Moderated Mediation ◽  
Customer Experience ◽  
Mediating Role ◽  
Moderated Mediation Model ◽  
Grocery Retailing ◽  
Shopping Enjoyment ◽  
The Relationship

Multiple studies have focused on Customer Experience and its relationship with Customer Loyalty. Despite such attention, two research gaps are still open with reference to the Experience-Loyalty link: the mediating role of Customer Satisfaction and the moderating role of consumer characteristics. This study employs a moderated mediation analysis of the relationship between Customer Experience and CustomerLoyalty by including Customer Satisfaction as a mediator and Shopping Enjoyment as a moderator. An online survey on almost three thousand consumers is run with reference to grocery retailing. Results show the role of Customer Satisfaction as a mediator. Shopping Enjoyment interacts with the Negative Affective Customer Experience dimension in its relationship with Customer Satisfaction.

scholarly journals How Customer Experience Quality affects Customer Satisfaction-Loyalty with Moderating role of Competitive Choices and Familiarity: Assessment of Private Hospitals in Pakistan.

2020 ◽  
Vol 7 (1) ◽  
pp. 75
Author(s):  
Kashif Abrar ◽  
Muhammad Ali Saeed ◽  
Israr Ahmad ◽  
Sabir Ali
Keyword(s):  
Customer Satisfaction ◽  
Sampling Technique ◽  
Customer Experience ◽  
Peer To Peer ◽  
Quality Factors ◽  
Cross Sectional ◽  
Private Hospitals ◽  
Moderating Role ◽  
Customer Satisfaction And Loyalty

The present study has focused on determining loyalty for private hospitals in Pakistan while considering several customer experience quality factors. Customer satisfaction, familiarity and competitive choices have also been analyzed to intensify the significance of this study. The association among loyalty, satisfaction and peer to peer quality has also been investigated which has largely been ignored in prior studies despite having considerable significance. Cross sectional data was gathered using convenience sampling technique by distributing self-administered questionnaires in 15 major private hospitals. 493 correctly and completely filled questionnaires, out of 530, were returned back indicating that the response rate for this study was 93%. SPSS-25 and AMOS-22 were used for analyzing the collected data by executing different tests i.e. reliability, correlation, multiple regression, moderated regression and bootstrapping for mediation. The findings of the study demonstrate significant and positive associations of outcome quality, peer to peer quality and interaction quality with customer satisfaction which also has a strong influence over customer loyalty as well. Additionally, this research has also evidenced significant moderating role of familiarity with the three facets of customer experience quality on customer satisfaction. However, the association among customer satisfaction and loyalty has not been moderated by competitive choices.

scholarly journals The Role of Religiosity as a Mediating Variable in the Relationship between Online Transactions and Customer Satisfaction and Loyalty in Islamic Banking

2021 ◽  
Vol 5 (2) ◽  
pp. 143-151
Author(s):  
Suryari Purnama ◽  
Andyani Sukmasari ◽  
Rahul Bhandari
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Sampling Method ◽  
Customer Experience ◽  
Online Transactions ◽  
Data Processing Method ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

This study aims to determine the role of religiosity as mediation in the relationship between online transactions and customer satisfaction and loyalty in Sharia banking in the Jakarta area. The population of this research is all sharia banking customers in Jakarta. The number of samples in this study was 175 Sharia banking customers in Jakarta by sampling purposive sampling method. The data processing method used is Structural Equation Modelling. The results showed: 1) there is no effect of failure on the experience of online transactions in Sharia banking; 2) there is an effect of service recovery on the customer experience of online transactions in Sharia banking; 3) there is an influence of customer experience on customer satisfaction in online transactions in Sharia banking; 4) there is an effect of customer satisfaction on customer loyalty using online transactions in Sharia banking; 5) customer religiosity moderates between customer experience to satisfaction using online transactions; 6) Customer religiosity moderates the satisfaction of customer loyalty using online transactions in Sharia banking.

A managerial perspective on omnichannel e-customer

2020 ◽  
pp. 5-17
Author(s):  
Maria Teresa Cuomo ◽  
Francesca Ceruti ◽  
Alice Mazzucchelli ◽  
Alex Giordano ◽  
Debora Tortora
Keyword(s):  
Social Networks ◽  
Social Media ◽  
Empirical Analysis ◽  
Customer Experience ◽  
Tourism Industry ◽  
Point Of View ◽  
Social Commerce ◽  
Social Dimensions ◽  
Offline Channels ◽  
Managerial Perspective

The actual omnichannel customer uses indifferently both online and offline channels to express himself through consumption, which increasingly blends personal, cultural and social dimensions. In this perspective social media and social networks are able to assist e-retailers in their effort of creating a total e-customer experience, especially in the tourism industry, trying to satisfy their clients from the relational and commercial point of view. By means of an empirical analysis where managers were interviewed on the topic and its degree of application in the firms, the paper underlines how from the managerial point of view, that represents a new prospect on the topic, the expected shift from e-commerce to social commerce paradigm, facilitating the selling and buying of products and services by using various internet features, is nowadays not completely understood and realized.

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