scholarly journals Sustainable Online Shopping Logistics for Customer Satisfaction and Repeat Purchasing Behavior: Evidence from China

2019 ◽  
Vol 11 (20) ◽  
pp. 5626 ◽  
Author(s):  
Choi ◽  
Chung ◽  
Young
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Online Shopping ◽  
Customer Relationship ◽  
Purchasing Behavior ◽  
Logistics Services ◽  
Quality Of Delivery ◽  
The Impact ◽  
Repeat Purchasing

This study examines the impact of the quality of online shopping logistics services on customer satisfaction and in driving subsequent repeat purchasing behavior. Five hypotheses are established to represent the relationships between customer satisfaction and each factor of logistics services: quality of information, quality of order, quality of delivery, price of delivery, and customer service. The research includes surveys conducted over two months from 1 December, 2016, to 31 January, 2017, targeting mostly young Chinese customers with experience purchasing products online, thus representing e-commerce. A questionnaire was distributed to each subject in a sample of 150 Chinese customers with online shopping experience. The empirical analysis indicates that logistics service quality, and primarily the quality of delivery, has a statistically significant impact on customer satisfaction, which, in turn, has a statistically significant impact on repeat purchasing behavior. The results provide insight into the strategy behind China’s rapidly growing online shopping industry, which focuses on maintaining stability through long-term customer relationship management.

scholarly journals THE INFLUENCE OF MARKETING STRATEGY RELATIONSHIP AND SERVICE QUALITY TO CUSTOMER SATISFACTION IN TOYOTA AUTO SERVICE STATION

2016 ◽  
Vol 9 (2) ◽  
pp. 177
Author(s):  
Marietje Carolien Nanulaitta
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Marketing Strategy ◽  
Relationship Marketing ◽  
Customer Relationship ◽  
Customer Relationship Marketing ◽  
Marketing Activities ◽  
Marketing Principles ◽  
The Impact

The background of this research was Customer Relationship marketing and service quality of Firms have accepted that customer retention is even more profitable than customer attraction and we can observe the interest of firms in adopting relationship marketing principles and designing strategies to develop close and long-lasting relationships with the most profitable customers. The objective of The analysis of marketing activities and programs implemented in order to establish, develop, and maintain relationships with customers and the impact these activities have on the firm performance. The design of this research applies to Toyota Car Repair and the questionnaires were spreaded away to 110 respondents. Data analysis used in this research was Multiple Regression with SPSS program. The result of this research conclude that Relationship Marketing Strategy and Service Quality in Car Repair significantly affect to Customer Satisfaction

scholarly journals PERAN KUALITAS LAYANAN DALAM MEMEDIASI HUBUNGAN ANTARA KARYAWAN BERORIENTASI PELANGGAN DENGAN KEPUASAN PELANGGAN DI BULGARI RESORT BALI

2018 ◽  
pp. 2389
Author(s):  
Niky Purbawisesa ◽  
I Made Wardana ◽  
I Putu Gde Sukaatmadja
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Partial Least Square ◽  
Least Square ◽  
Partial Least Square Analysis ◽  
Analysis Technique ◽  
The Impact

This study aims to explain the role of service quality in mediating customer-oriented employees with customer satisfaction at Bulgari Resort Bali. This research was conducted in Bulgari resort with the customer population who had stayed at least once in Bulgari Resort Bali from January to July 2016. Questionnaires were distributed to 130 respondents by purposive sampling method. This study uses a variance based or component-based approach of PLS ??(Partial Least Square) analysis technique. The results of this study indicate that customer-oriented employees have a positive and significant impact on customer satisfaction as well as on service quality. Quality of service is also found to have a positive and significant effect on customer satisfaction. Furthermore, service quality is proven to mediate partially the impact of customer-oriented employees on customer satisfaction. The implications of this study indicate that customer-oriented service quality and employee play an important role in customer satisfaction, this can be the basis for the perpetrators of the hospitality industry in general and the management of Bulgari resort Bali in particular to improve the quality of customer service and employees oriented. Thus it is suggested that the management can implement an integrated and sustainable training program in order to be able to provide satisfaction for customers.  

"The impact of electronic marketing on customer satisfaction in the Palestinian telecom sector (Jawwal & Ooredoo)"

2020 ◽  
pp. 24-59
Author(s):  
Sameer Suleiman Aljamal ◽  
Basem Abu Dawoud
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Customer Expectations ◽  
Telecommunications Sector ◽  
Electronic Marketing ◽  
Clear Idea ◽  
High Level ◽  
Telecom Sector ◽  
The Impact

The study aimed to identify the impact of electronic marketing on customer satisfaction in the Palestinian telecom sector (Jawwal & Ooredoo), according to several variables. The study followed the descriptive analytical method. The sample of the study consisted of (200) participants using the Palestinian telecommunications (Jawwal & Ooredoo) in the Hebron Governorate. A questionnaire consisting of two main sections and (39) paragraphs, of which (14) items were used to measure the nature of e-marketing and (25) items to measure customer satisfaction. The results of the study indicated that the reality of e-marketing in the Palestinian telecommunications sector is average, as e-marketing through the company's website provides effort and time, and gives a clear idea of the programs developed by the company, as well as opportunities to move from program to program without the need to go to the company. It was also evident that there is a high level of customer satisfaction in the Palestinian telecommunications sector (Jawwal & Ooredoo), and the areas of customer satisfaction came in the following order: (customer expectations, quality of service provided, customer service). It was found that there is an impact of e-marketing on the quality of the service provided, and on customer service and expectations. The results of the study showed that there are statistically significant differences in the impact of e-marketing on customer satisfaction in the Palestinian telecommunications sector due to variables: gender, educational qualification, duration of participation, and type of segment, while it was found that there were no statistically significant differences attributed to variables: the segment, the way to deal with The company. The study came out with a number of recommendations, including: (Enhancing the electronic infrastructure of Palestinian telecommunications companies in a way that ensures services reach all users, reducing the prices of services provided through the company website so that they are less than those provided at the company’s center, designing the company’s website in an attractive way, and in a way that enables customers Easily handle it).

Studying the Impact of Egyptian Hotels' Websites Marketing on Customers' E-Satisfaction

2017 ◽  
Vol 1 (2) ◽  
pp. 53-63
Author(s):  
Nancy Awad ◽  
Sherif Saad Soliman
Keyword(s):  
Customer Satisfaction ◽  
Information Quality ◽  
Success Factors ◽  
Brand Image ◽  
Quality System ◽  
Customer Relationship ◽  
System Safety ◽  
The Impact ◽  
Intention To Revisit

The purpose of this research is to study the impact of Egyptian hotels' websites marketing on customer e-satisfaction and how to achieve e-loyalty through focusing on e-satisfaction success factors (website information quality, system convenience, system safety, service quality, expectations and perceptions for hotel services and facilities, and intention to revisit) This questionnaire included items pertaining to the customer satisfaction success factors (website information quality, system convening Egyptian hotels' websites marketing. The study focused on five star hotels. Most of the customers were dissatisfied about websites marketing in the Egyptian hotels. Enhancing quality of the marketing websites in the hospitality business leads to sustaining hotel-customer relationship, customers E-satisfaction, E-loyalty, increasing the number of new customers, improving the brand image of the Egyptian hotels, and consequently achieve profitability.

Tingkat Kepuasan Nasabah Pada Bank Syariah Mandiri Cabang Bogor

2019 ◽  
Vol 4 (2) ◽  
pp. 34
Author(s):  
Priyo Wismantoro ◽  
Fika Dwiyanti
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Competitive Advantage ◽  
Customer Service ◽  
General Level ◽  
Customer Focus ◽  
Quality Improvements ◽  
Level Of Satisfaction

Business banking is a service business based on principles of trust and t5he customer is a major asset. Under conditions of business competition among banks strict bank that has resulted in only a competitive advantage (compatative advantage as well as a competitive advantage) who can reach the highest position in the eyes of cusmers or the public. Competitive advantage can be obtained from the quality of customer servicr, so the focus on customers (customer focus), responsive to the development of customer desires and continuously innovate is an acitivity that can be done to anticipate the cimpetitive conditions. In this case, the bank should always evaluate the quality of service given to customers and is reflected in the level of customer satisfaction obtained. Rate the quality of service branch of bank syariah mandiri bogor whole is still under service, because it still was below expectations, this is evident also that the general level of service is still not meeting customer expectations, because the level of hope (expectation0 the customer is generally higher than the level of performance (perfromance) or perception(perception)customer.        Empathy dimension of service quality dimensions are most critical or have any impact on the most powerful influence on the level of satisfaction. In this case, the willingness og bank syariah mandiri branch bogor provide individual attention in serving its clients is crucial. Empathy dimension attributes inclide individual attention, operational time , personal attention, giving interests, and understand the needs. These attributes is the main priority of service quality improvements are intensive and comprehensive.           Customer service strategy to be implemented by the management of bank syariah mandiri in perspective five dimensioris of service quality(tangibles, realiability,responsiveness, assurance and empathy) looks not optimal. In an effort to provide the best service (service excellence) and focus to the customer(customer focus), then the customer satisfaction can be obatained with significantly improved and the improvement of quality of serivice aspects and impticalions of the strategy need to be consldered

Electronic Customer Relationship Management (E-CRM) and Customer Loyalty

2022 ◽  
Vol 18 (1) ◽  
pp. 0-0
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Service Providers ◽  
Positive Impact ◽  
Equation Model ◽  
Mediating Effect ◽  
Customer Relationship ◽  
The Impact ◽  
The Relationship

This study examined the impact of E-CRM on customer loyalty with the mediating effect of customer satisfaction in the banking industry. Customer satisfaction is important for loyalty because when the customers are satisfied with the services offered by their service providers, the relationship gets stronger which further leads to positive word-of-mouth. The data was collected using purposive sampling from 836 banks’ customers who were using E-CRM services and the data was analyzed using structural equation model (SEM) through AMOS. The results revealed that E-CRM and customer satisfaction had a significant positive impact on customer loyalty and also customer satisfaction partially mediated the relationship between E-CRM and customer loyalty. This study would offer useful acumen to both academicians and marketers and would help the bank managers to improve the quality of the services provided to their customers.

How Does Employee Infusion Use of CRM Systems Drive Customer Satisfaction? Mechanism Differences Between Face-to-Face and Virtual Channels

MIS Quarterly ◽  
2021 ◽  
Vol 45 (2) ◽  
pp. 719-754
Author(s):  
Liwei Chen ◽  
J. J. Po-An Hsieh ◽  
Arun Rai ◽  
Sean Xin Xu
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
User Satisfaction ◽  
Critical Role ◽  
Customer Relationship ◽  
Service Firms ◽  
Face To Face ◽  
Virtual Channels ◽  
Service Channels ◽  
Expectation Confirmation

To attain customer satisfaction, service firms invest significant resources to implement customer relationship management (CRM) systems to support internal customer service (CS) employees who provide service to external customers in both face-to-face and virtual channels. How CS employees apply sophisticated CRM systems to interact with customers and how the mechanisms through which their CRM usage affects customer satisfaction vary across service channels and bear important implications. We approach these issues by investigating the concept of infusion use, defined as CS employees’ assessment of the extent to which they use a CRM system to its fullest potential to best support their work in the CRM-enabled service interaction context. Drawing on the IS success framework and expectation confirmation theory, we first formulate a baseline model that explains the direct and indirect mechanisms through which CS employees’ infusion use of CRM systems leads to customers’ expectation confirmation, which in turn affects customers’ satisfaction. We then draw on the lenses of media richness and communication adaptation to theorize why these two mechanisms exert differential influence in face-to-face and virtual channels. We test the hypotheses by collecting multiwave data from CS employees, customers, and firm archives of a Fortune 500 telecom service firm. We find that (1) CS employee infusion use can directly contribute to customer expectation confirmation and indirectly do so through CS employees’ satisfaction with the system (i.e., user satisfaction), and (2) the direct mechanism plays a more critical role in the face-to-face channel, whereas the indirect mechanism is more important in the virtual channel. Our findings inform managers of the avenues through which employees’ infusion use promotes CRM-enabled service success across face-to-face and virtual service channels.

Impact of Business Process Re-Engineering (BPR) Implementation on Customer Satisfaction in E-Commerce Companies

2018 ◽  
Vol 16 (4) ◽  
pp. 41-52
Author(s):  
Gutama Kusse Getele ◽  
Arrive Tsitaire Jean
Keyword(s):  
Customer Satisfaction ◽  
Random Sample ◽  
Customer Service ◽  
Business Process ◽  
Primary Data ◽  
Survey Questionnaire ◽  
Time Saving ◽  
Before And After

The objective of this article is to analyse the implementation of BPR in e-commerce platforms by measuring the level of customer satisfaction. The issues tested involve: how customers perceive the BPR objectives in e-commerce platforms; time used for diverse transactions before and after BPR; awareness and usage of BPR services provided by e-commerce platforms; satisfaction about the e-commerce platform services after BPR; BPR impact on customers, employees and e-commerce platform performance; advantages of BPR in e-commerce platforms and; difficulties faced by the customers after BPR in the e-commerce platform. Primary data was used through a survey questionnaire on a random sample of 402 student customers of Taobao and JD.com. The results found that time saving is significantly positive on implementation of BPR; following customers perceived a better quality of customer service. The sample student customers perceived that the BPR has a greater impact on customers than on employees, as well as on the performance of a platform.

scholarly journals Pengaruh Kualitas Pelayanan Customer Service Terhadap Kepuasan Nasabah Pada Bank BJB Cabang Subang

ijd-demos ◽  
2020 ◽  
Vol 1 (2) ◽  
Author(s):  
Agus Dedi Subagja ◽  
Hanifah Hanifah
Keyword(s):  
Statistical Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Descriptive Analysis ◽  
Total Sample ◽  
High Level ◽  
Statistical Analysis Methods ◽  
Research Analysis

Kualitas pelayanan adalah totalitas fitur dan karakteristik produk atau jasa yang tergantung pada kemampuannya untuk memuaskan kebutuhan yang dinyatakan atau tersirat. Kepuasan pelanggan adalah tingkat perasaan seseorang setelah membandingkan kinerja (atau hasil) yang ia persepsikan dibandingkan dengan harapannya. Penelitian ini bertujuan untuk menganalisis kualitas pelayanan customer service terhadap kepuasan nasabah dan menguji pengaruh kualitas pelayanan customer service terhadap kepuasan nasabah pada Bank BJB cabang Subang. Penulis menggunakan pendekatan kuantitatif dengan metode analisis deskriptif dan analisis statistik. Populasi pada penelitian ini sebanyak 3.841, dengan jumlah sampel yang diambil sebanyak 100 orang. Sedangkan alat pengumpulan data yang digunakan adalah kuesioner. Hasil analisis penelitian menunjukkan pengaruh kualitas pelayanan customer service terhadap kepuasan nasabah pada Bank BJB cabang Subang menunjukkan tingkat hubungan yang tinggi dengan kontribusi pengaruh yaitu sebesar 64,4% dan sisanya sebesar 35,4% dipengaruhi oleh faktor lain yang tidak diteliti.Service quality is the totality of features and characteristics of a product or service that depends on its ability to satisfy stated or implied needs. Customer satisfaction is the level of one's feelings after comparing the performance (or results) he perceives compared to his expectations. This study aims to analyze the quality of customer service service to customer satisfaction and examine the influence of customer service quality on customer satisfaction at the Bank of the Subang branch BJB. The author uses a quantitative approach with descriptive analysis and statistical analysis methods. The population in this study was 5,240, with a total sample of 100 people. While the data collection tools used were questionnaires. The results of the research analysis showed the influence of customer service quality on customer satisfaction at the Bank of the Subang branch BJB showed a high level of relationship with the contribution of influence that is equal to 64.4% and the remaining 35.4% is influenced by other factors not examined.

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