ABSTRACT
The objective of the research was to propose a conceptual model with the integration of the Technology Acceptance Model (TAM), Dynamic Capabilities Theory, and the Contingency Theory, and with the review and analysis of the topics e-Service Quality (e-SQ), e-Relationship Quality, e-Trust, e-Satisfaction, Disruptive Factors, Technology Platform, Customer Involvement and Interaction, Value Co-Creation and Continuous e-Loyalty. E-service is strategically used to create brand value. E-commerce will strongly depend on trust. Therefore, online companies must make and maintain a loyal customer base. The face-to-face pre-purchase research, post-purchase feedback, website, and social media technologies have changed e-commerce into more social commerce. The imposition of accelerated technology, consumer interaction, and the fierce COVID-19 pandemic are the factors that most influence value co-creation. The current crisis and new challenges affect the quality of relationships, consumer loyalty, and value co-creation. © International Association for Computer Information Systems. All Rights Reserved.
ABSTRACT
This study explores the mediating role of e-satisfaction during the pandemic on the relationship between e-service quality and e-loyalty of banking customers in Pakistan. The data were collected from 442 customers of online banking services in Pakistan during the Covid-19 pandemic, following a survey-based study. Baron and Kenny (J Personal Soc Psychol, 51(6):1173, 1986) and Preacher and Hayes (Behav Res Methods, 40(3):879-891, 2008) mediation technique which utilizes the bootstrapping method has been used to explore mediation. The findings show that e-service quality has a significant positive effect on the e-loyalty of the customers of online banking services. Relationships between e-service quality and e-loyalty of online banking customers in Pakistan are significantly and fully mediated by their online satisfaction in unusual situations. This study would help the bankers to implement more effective marketing strategies to retain their customers and attract potential customers, particularly during non-normal situations like the Covid-19 pandemic. It will help them identify the areas of e-services that need improvement to enhance the satisfaction and loyalty of the customers. The bootstrap method for mediation along with Baron and Kenny (J Personal Soc Psychol, 51(6):1173, 1986) leads to using a more sophisticated methodological technique to explore the mediation. The Oliver Expectancy-Disconfirmation Paradigm (EDP) in electronic banking setup during non-normal situations like the Covid-19 pandemic also served as a unique contribution to this study. Application of Baron and Kenny (J Personal Soc Psychol, 51(6):1173, 1986) mediation along with Preacher and Hayes (Behav Res Methods, 40(3):879-891, 2008) leads to more robust findings for the study in non-normal situations like the Covid-19 pandemic. The study findings add scientific value as they are applicable to the banking sector in particular in non-normal situations like the Covid-19 pandemic and the overall service sector in general. Further, as two different methods of mediation have been employed and this makes the study more rigorous and scientific.
ABSTRACT
Purpose: The purpose of this study is to investigate the influence between online purchase e-CRM activities and e-customer satisfaction on e-loyalty. In particular, it focuses on the mediating effect of e-customer satisfaction in the relationship between online purchase e-CRM activities and e-loyalty. Design/methodology/approach: The data was collected from customers who have purchased online products in South Korea for a week. The study used 1307 questionnaires in the quantitative analysis and the proposed research model and a set of hypotheses were tested using a structural equation model (SEM). Findings: The findings of this study indicate that online purchase e-CRM activities (including e-Marketing, e-Sales, e-Support and e-System) have a significant positive impact on e-customer satisfaction. E-Marketing and e-Sales were found to have a statistically significant positive influence on e-loyalty, but e-Support and e-System did not have a statistically significant effect on e-loyalty. This study also found that e-customer satisfaction significantly mediated the link between online purchase e-CRM activities (including e-Marketing, e-Sales, e-Support and e-System) and e-loyalty. Research limitations/implications: The limitation of this study is that since the data only targets customers in their 20s and 40s, it is difficult to say that it represents customers of all ages. Therefore, it is necessary to carry out research on e-CRM activities for customers of different ages who have experience in online purchasing in the future. Moreover, as the e-commerce market using digital technology grows, companies need to preemptively re-spond to the expansion of "untact" (non-face-to-face) services in the post-COVID-19 era. Therefore, the results of this study presented theoretical and practical implications for improving online purchase e-CRM activities, e-custom-er satisfaction, and e-loyalty to e-commerce companies. Originality/value: The recent COVID-19 pandemic has caused great losses and considerable difficulties in various industries around the world, but to overcome this, the e-commerce market has expanded and has led to the advance-ment of the digital transformation era. Therefore, the originality of this study suggested the importance of e-CRM activities reflecting the purchasing trend of the online market in line with the trend of the Fourth Industrial Revolution and IT era, and it is significant in that it provides theoretical and managerial marketing and strategic implications for better recognition and utilization of these e-CRM activities from corporate and customer perspectives. © 2022 People and Global Business Association.
ABSTRACT
Earlier literature has shown that the implementation of FinTech innovations is not only determined by banks, financial institutions, or government support, but also by the perception and experiences of FinTech users. FinTech research has shown encouraging findings from scholars in developed countries. However, little is known about the users’ acceptance and use of FinTech in Jordan. The aim of this study is to investigate the determinants of users’ intentions and e-Loyalty toward FinTech adoption in Jordan post the COVID-19 era. A conceptual framework was developed by integrating the four original constructs of the unified theory of acceptance and use of technology (UTAUT), namely performance expectancy (PE), effort expectancy (EE), social influence (SI), and facilitating conditions (FC), with three additional factors: personal innovativeness (PI), financial literacy (FL), and uncertainty avoidance (UA). In addition, the proposed model considered the e-Loyalty of FinTech users as a consequence of having a good FinTech experience. A quantitative approach using a cross-sectional online questionnaire was applied to collect data from 423 FinTech users. Data were analyzed utilizing structural equation modeling (SEM) based on AMOS 26.0 software package. The findings revealed that UA has a moderating effect on the relationship between FC and users’ intentions. Also, PI has a significant impact on PE and EE. While PE, SI, and FC are factors that enhance behavioral intentions. In return, it builds users’ e-Loyalty toward FinTech services and is deemed a new normal behavior. This study may help FinTech service providers and policymakers better understand the, currently relatively low, usage rate of FinTech, and how it contributes to the development of strategies that boost the acceptance and e-Loyalty of FinTech by Jordanian users after the COVID-19 era, where FinTech is still considered an innovation.
ABSTRACT
Pandemic COVID-19 brought immediate impact on consumers behavior in Indonesia. Pandemic COVID-19 caused an increase in online activities in Indonesia, including online shopping activities. The purpose of this study is to examine the impact of e-trust, reputation, product risk, e-coupon on building e-loyalty toward online shops in Indonesia during pandemic COVID-19. Data were obtained through a survey of 407 respondents. SEM PLS was used to analyzed the proposed theoretical model. The results show that e-coupon, e-trust significantly affect e-loyalty. The result also shows that e-coupon, reputation, product risk significantly affects e-trust. Online shop owner in Indonesia should focus on improving e-trust to achieve e-loyalty.
ABSTRACT
The internet is an essential medium for business. Recently, e-commerce uptake in Turkey has increased rapidly worldwide, primarily due to the Pandemic caused by the SARS-CoV2 virus (COVID-19). As a result, the service quality of online shopping platforms has become a distinct competitive advantage tool for online companies. The main questions to be addressed in this article are: “How e-service quality affects consumers’ buying behavior?" and “which dimensions of e-service quality are more important drivers of their choices?" Accordingly, this research examines the effects of the dimensions of eservice quality, e-satisfaction, and e-loyalty on consumers’ online repurchase intentions. This study also aims to determine the difference between the behaviors of customers before and during the Pandemic. One of the crucial outcomes of the analysis is the increase of online shopping during the pandemic cycle compared to previous years. Secondly, the study has shown that the most critical dimension of e-service quality is reliability. As the reliability level increases, repurchase intentions increase as well. When the e-satisfaction variable was added to the model with the hierarchical regression analysis, both reliability and e-satisfaction levels had a statistically significant effect on online repurchase intention. When e-loyalty was added to the model as a third variable, both e-satisfaction and e-loyalty significantly dominated the model. The third outcome shows that before the Pandemic, consumers mainly used online shopping platforms for the clothing product category, but online shoppers mostly preferred the food product category during the pandemic cycle. The last findings indicate that the most used online shopping platform before the Pandemic was Yemeksepeti.com, but this title switched to Trendyol. © Peter Lang GmbH. Internationaler Verlag der Wissenschaften. Berlin 2021. All rights reserved.
ABSTRACT
Online Banking has received a boost during Covid 19. It is believed that the cultured sector of the population has quickly adopted online banking since the outbreak of the virus. Online banking not only provides a platform for performing financial transactions but also acts as a medium of communication between the bank and the customer. Unlike rest of the world, perception of online banking came slightly late in the Kingdom of Bhutan, which already had a good network of banking access points for its populace, enabling the physical banking. However, due to lockdown observed in the aftermath of Covid-19, the online banking has established development in the country. In the present study, the researchers have confidence in that if the customer satisfaction can be ensured amongst the existing users of the online banking, then they will become dependable to such platform and would continue even in the post Covid-19 time. This study is imperative as the banking system of Bhutan has spent a significant number of resources in obtaining and implementing the online banking system, and sustainability of the system will be a point of concern for the decision makers. This study is conducted to 306 students of Gedu College of Business Studies (believed as the only government college for business studies in Bhutan), these students are vital from the future point of view. As many of these students will continue to be part of the mainstream banking system in the future and would be a target market furthermost of the banks in the Kingdom. The data were analytically processed through ‘SmartPLS' version 3.3.2. This research was directed by a conceptual model which is Technology Acceptance Model (TAM) and ‘SERVQUAL' Model essentially to highlight the relationship between online banking and customer satisfaction and loyalty. This research showed factors affecting customers satisfaction in online banking and how the Technology Acceptance Model extends requirements to be adjusted in the online banking industry to maintain its applicability. The results showed that e-service quality served as the key aimed at achieving satisfaction and loyalty successfully. And for Bhutan the assurance of e-service quality will resolve the future to online banking. © 2021. Transnational Press London. All Rights Reserved.
ABSTRACT
The aim of this research is to analyze the effects of e-Marketing, e-CRM and e-Marketing on e-Loyalty and company performance. The study is quantitative with a questionnaire approach. Data processing tools use the SmartPLS 3.3.3 software. The primary data collection method was by distributing online questionnaires through online surveys to 286 managers of non-e-commerce companies during covid pandemic and digital era. The regression test results show the e-Marketing has a significant effect on Company Performance, e-CRM has significant effect on Company Performance, e-Marketing has no significant effect on e-Loyalty, e-CRM has no significant effect on e-Loyalty), e-Loyalty has no significant effect on Company Performance, e-CRM has no significant effect on business sustainability through e-Loyalty. Finally, e-Marketing has no significant effect on Company Performance through e-Loyalty. That means e-marketing and e-CRM have a relationship and influence on e-loyalty both individually and simultaneously. © 2022 Growing Science Ltd. All rights reserved.