scholarly journals Impact of Intermediary and Seller Trust on Consumer Repurchase and E-WOM Intentions

2022 ◽  
Vol 20 (1) ◽  
pp. 1-19
Author(s):  
Arifur Rahman ◽  
Tanvir Ahmed ◽  
Ali Imran Daiyan ◽  
Md. Abdullah Al Mamun
Keyword(s):  
Word Of Mouth ◽  
Consumer Electronics ◽  
Research Model ◽  
Repurchase Intention ◽  
Purchase Frequency ◽  
Multigroup Analysis ◽  
Managerial Implications ◽  
The Impact ◽  
Online Buying ◽  
Self Administered Questionnaire

This study investigates the impact of intermediary and seller trust on consumers' repurchase intention and electronic word-of-mouth (e-WOM) intention. A total of 337 consumers with online-buying experience were surveyed using a self-administered questionnaire. For the research purpose, a model was developed and tested using the PLS-SEM technique. In this instance, trust in a competent intermediary is formed on perceived benevolence and integrity. The moderating roles of demographics and purchase frequency were tested using a multigroup analysis. The results strongly support the research model, indicating that: (1) trust in competent intermediaries has a significant influence on consumers’ repurchase and e-WOM intention; (2) trust in consumer electronics (CE) sellers has an influence on repurchase intention but not e-WOM intention; and (3) age, gender positively affect the trust transference process, while purchase frequency affects e-WOM intention. This research presents new theoretical and managerial implications for online electronics marketing.

scholarly journals The Impact of Diurnal Preferences on Customer Satisfaction, Word of Mouth and Repurchasing: A Study in Indian College Online Shoppers

2020 ◽  
Vol 16 (1) ◽  
pp. 21-30 ◽  
Author(s):  
Larry Sau Kei Leung
Keyword(s):  
Customer Satisfaction ◽  
Sampling Method ◽  
Word Of Mouth ◽  
Online Shopping ◽  
Snowball Sampling ◽  
Online Retail ◽  
Online Shoppers ◽  
Managerial Implications ◽  
Positive Word Of Mouth ◽  
The Impact

The importance of positive word of mouth (WOM) and repurchasing in competitive online retail environments demands their further study. Although customer satisfaction has been found to drive positive WOM and repurchasing, limited research has explored what type of customers feel more satisfied with online shopping. It was anticipated that the convenient nature of online shopping would better match the conscientious personality traits of customers with earlier sleep and wake times. Data collected from 334 Indian college students participating in this study using a snowball sampling method were analysed by multiple regression. As hypothesised, based on self-congruency theory, customers with earlier sleep and wake times were found to feel more satisfied with online shopping, which in turn enhanced their positive WOM and increased repurchase intention. Theoretical and managerial implications are discussed.

scholarly journals Customer Value Types Predicting Consumer Behavior at Dutch Grocery Retailers

2020 ◽  
Vol 10 (8) ◽  
pp. 127
Author(s):  
Kim Janssens ◽  
Wim Lambrechts ◽  
Henriëtte Keur ◽  
Janjaap Semeijn
Keyword(s):  
Consumer Behavior ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Positive Impact ◽  
Easy Access ◽  
Equation Modeling ◽  
Repurchase Intention ◽  
Value Types ◽  
The Impact ◽  
Retail Formats

The purpose of this paper is to profile three grocery retail formats (non-discounter, soft discounter, and hard discounter) in the Netherlands using Holbrook’s value types. These value types are linked to three consumer behavior outcomes, i.e., Satisfaction, Repurchase intention, and Word-of-Mouth. The impact of the retail formats is evaluated on the importance and performance of the value types, using a questionnaire for each of the retail formats. The relationship between the value types and outcomes is tested with partial least squares structural equation modeling (PLS-SEM). Aesthetics, Altruistic value, and Efficiency are positively linked to Satisfaction. In addition, Efficiency is the key driver for Repurchase intention and has a positive impact on Word-of-Mouth. A positive Word-of-Mouth is predicted by Social value and Service excellence. The three examined retail formats show a difference in Holbrook’s value types. Overall, the results of the non- and soft discounters differ from the hard discounters. Remarkably, and contrary to previous studies, the soft discounter’s scores are the highest meaning that consumers are most critical for this retail format. It seems that consumers expect the best of both worlds at soft discounters: low prices, interesting bargains, easy access, but also appealing store design, and excellent service.

The Impact of AIS Usage on AIS Effectiveness Among Jordanian SMEs: A Multi-group Analysis of the Role of Firm Size

2020 ◽  
pp. 097215092096507
Author(s):  
Abdalwali Lutfi ◽  
Manaf Al-Okaily ◽  
Adi Alsyouf ◽  
Abdallah Alsaad ◽  
Abdallah Taamneh
Keyword(s):  
Firm Size ◽  
Group Analysis ◽  
Research Model ◽  
Accounting Information System ◽  
Resource Based View ◽  
It Usage ◽  
Using Data ◽  
The Impact ◽  
Self Administered Questionnaire

In this research, we look at the antecedents of accounting information system (AIS) usage and their impact on the effectiveness of AIS. Therefore, drawing upon the resource-based view (RBV) and the technology–organization–environment (TOE) framework, we propose an integrated model to investigate the precursors and impacts of AIS utilization among Jordanian small and medium-sized enterprises (SMEs). The model so proposed incorporates the usage of AIS and its performance aspects into one framework. The current research utilized a self-administered questionnaire survey to collect data. Using data drawn from 186 respondents, the research model was verified empirically in the context of Jordanian SMEs. The findings revealed that compatibility, competitive pressure, organizational readiness, the commitment of the owners/managers and government supports have exerted a significant influence on the usage of AIS. In addition, the results demonstrated that AIS usage significantly influenced the effectiveness of AIS. In addition, firm size moderated the effect of AIS usage on AIS effectiveness. The findings of the current study afford insights as to how firms might garner improved usage of an AIS to gain better firm performance and provide contributions to the small but developing stream of research examining both antecedents and impacts of IS/IT usage.

Exploring the relationship between intentional and behavioral loyalty in the context of e-tailing

2014 ◽  
Vol 24 (5) ◽  
pp. 668-686 ◽  
Author(s):  
Yi-Wen Liao ◽  
Yi-Shun Wang ◽  
Ching-Hsuan Yeh
Keyword(s):  
Reasoned Action ◽  
Switching Cost ◽  
Customer Relationship ◽  
Research Model ◽  
Repurchase Intention ◽  
Content Type ◽  
Behavioral Loyalty ◽  
Purchase Frequency ◽  
Monetary Value ◽  
The Relationship

Purpose – The purpose of this paper is to understand what drives customers’ behavioral loyalty and explore the relationship between intentional and behavioral loyalty in the context of e-tailing. Design/methodology/approach – Based on the theory of reasoned action and the recency-frequency-monetary value model, this study proposes a research model to explore the relationships among satisfaction, switching cost, intentional loyalty (i.e. word of mouth (WOM) and repurchase intention), and behavioral loyalty (i.e. purchase frequency and monetary value). Data collected from 266 respondents in the context of e-tailing are tested against the research model using a partial least squares (PLS) approach. Findings – The results indicate that both satisfaction and switching cost are positively related to intentional loyalty (i.e. WOM and repurchase intention), and that the relationship of satisfaction with intentional loyalty outweighs that of switching cost. Additionally, while repurchase intention significantly associates with purchase frequency and monetary value, a relatively small portion of the variance in both purchase frequency and monetary value are explained. More importantly, WOM is unrelated to both purchase frequency and monetary value. The insignificance of WOM and the low predictability of repurchase intention indicate that the relationship between intentional and behavioral loyalty is weak in e-tailing context. Originality/value – This study provided empirical evidence to support the weak relationship between intentional and behavioral customer loyalty in the context of e-tailing. The findings provide several important theoretical and practical implications for e-tailing customer relationship management.

scholarly journals THE EFFECT OF INTER-DEPARTMENTAL SYNERGY ON CONSUMER PURCHASING PATTERN IN AN OMNI-CHANNEL RETAILING ENVIRONMENT IN THE GEORGIAN MARKET

2020 ◽  
pp. 113-119
Keyword(s):  
Quantitative Research ◽  
Research Model ◽  
Monetary Value ◽  
The Past ◽  
Online Retailers ◽  
Managerial Implications ◽  
Purchasing Behaviour ◽  
The Impact ◽  
The Relationship ◽  
End Results

This study aims to analyse the impact of the level of synergy in a multi-channel retailer and its end results on customer purchasing behaviour. A deductive approach was adopted by reviewing the past studies on implementation and goals of synergy. It led to a quantitative research model for evaluating the effects of inter-departmental synergy in the market. In order to measure the effect of this strategy on the Georgian customers, a questionnaire was distributed among 412 retail customers. The outcome indicated that the level of synergy positively relates to the frequency and monetary value spent by customers and negatively impacts the threat of pure online retailers as substitutes. The theoretical and managerial implications of the relationship are discussed.

scholarly journals How Does Social Identification Moderate the Repurchase Intention?

2020 ◽  
Vol 32 (4) ◽  
pp. 1-25
Author(s):  
Shwu-Min Horng
Keyword(s):  
Positive Impact ◽  
Social Identification ◽  
Three Dimensions ◽  
Future Research ◽  
Research Model ◽  
Repurchase Intention ◽  
Moderating Effects ◽  
Repurchase Intentions ◽  
Managerial Implications ◽  
Online Group

This research studied user repurchase intentions on online group buying services. In the research model, satisfaction is hypothesized to have a positive relationship with trust that will have a positive impact on repurchase intention. Each of the three dimensions is divided into two constructs, one for the product and the other for the website. In addition, the moderating effects of social identification on the relationships between trust and repurchase intention, and between satisfaction and trust were tested. A survey collected 300 effective samples to test the research model. The results of PLS showed that all of the causal relationships were all significant while the moderating effects of social identification were significant for several relationships. When social identification is low, the influences of trust toward the product on repurchase intention for the product, satisfaction toward the product on trust toward the product, and satisfaction toward the website on trust toward the website, are stronger. Managerial implications and suggestions for future research were also discussed.

Do corporate sustainable management activities improve customer satisfaction, word of mouth intention and repurchase intention? Empirical evidence from the shipping industry

2017 ◽  
Vol 28 (2) ◽  
pp. 555-570 ◽  
Author(s):  
Youngran Shin ◽  
Vinh Van Thai ◽  
Devinder Grewal ◽  
Yulseong Kim
Keyword(s):  
Customer Satisfaction ◽  
South Korea ◽  
Sustainable Management ◽  
Word Of Mouth ◽  
Service Providers ◽  
Equation Modeling ◽  
Repurchase Intention ◽  
Shipping Industry ◽  
Content Type ◽  
The Impact

Purpose As the concept of corporate sustainable management activities (CSMA) has become an increasingly important element of corporate management, much attention has been paid to its impact on customer relationship. Although there exists many studies concentrating mainly on the environment aspect of CSMA, only a few address the three dimensions of CSMA (environmental, social and economic) and examine their comprehensive impact on relationship marketing. In an attempt to fill this gap, the purpose of this paper is to empirically investigate the influence of CSMA on customer satisfaction (CS), word of mouth intention (WOMI) and repurchase intention (RI). Design/methodology/approach The data come from 214 shipping industry practitioners (shippers, freight forwarders and third party logistics service providers in South Korea). Structural equation modeling (SEM) is employed to test the impact of CSMA on CS, WOMI and RI. Findings Based on a survey conducted in South Korea, the findings indicate that environmental and economic aspects of CSMA play a significant role in enhancing CS and the enhanced CS positively affects WOMI and RI. Research limitations/implications As the field data were obtained from only one industry, future replication of the findings to other industries should consider industry-specific factors, if applicable. Practical implications The results highlight several implications for shipping industry practitioners to consider when establishing the strategy for effective corporate sustainable management to enhance CS. Originality/value This study is one of the first empirical attempts to explore how CSMA affects CS in the shipping industry. In addition, this paper empirically investigates the influence of CS on WOMI and RI.

scholarly journals The influence of operant resources on co-creation value and word ofmouth– A study of health care services

2015 ◽  
Vol 18 (4) ◽  
pp. 94-103
Author(s):  
Du Van Bui ◽  
Thuy Ngoc Pham
Keyword(s):  
Health Care ◽  
Health Care Services ◽  
Word Of Mouth ◽  
Care Services ◽  
Relationship Model ◽  
Managerial Implications ◽  
Operant Resources ◽  
The Impact

This paper aims to develop and test a relationship model of provider’s operant resources and customer’s operant resources on co-create value and word-of-mouth in health care services. Data were collected from 461 patients who have used health care services in HCMC. The SEM results show that the impact of provider’s operant resources on co-creation value is stronger than the impact of customer’s ones. The provider’s operant resources influence both co-creation value anf word-of-mouth; co-creation also has significant impact on word-of-mouth. Managerial implications were also discussed.

scholarly journals The relationship between satisfaction, trust and repurchase intention: examining the moderating role of word of mouth

2020 ◽  
Vol 7 (2) ◽  
Author(s):  
Ho Trong Nghia ◽  
Bui Thi Thanh ◽  
Diep Quoc Bao
Keyword(s):  
Structural Equation ◽  
Word Of Mouth ◽  
Moderating Effect ◽  
Equation Modeling ◽  
Repurchase Intention ◽  
Modeling Data ◽  
Dissonance Theory ◽  
The Impact ◽  
The Relationship ◽  
Moderating Role

Underlying by Cognitive Dissonance Theory, this study aims to examine the moderating effect of word of mouth (WOM) on the relationship between consumers’ satisfaction and trust. The research also emphasizes on figuring out the differences in moderating effects of WOM between online and conventional shopping context. In addition, the impact of trust on repurchase intention is also investigated. Applying Structural Equation Modeling, data collected from 296 online consumers and 169 conventional shoppers have been analyzed to figure out the associations among these concepts in both shopping context. The results indicate that word of mouth significantly plays a moderating role in the relationship between satisfaction and trust. In addition, it is obviously evidenced that the moderating effect of WOM varies due to different shopping contexts and the interactions of satisfaction, trust and repurchase intention are also different. The findings provide a better understanding regarding consumer behavior in different shopping environments. Consequently, practical implications for marketers and theoretical implications for scholars are discussed.

scholarly journals The influence of electronic word-of-mouth adoption on brand love amongst Generation Z consumers

2021 ◽  
Vol 21 (1) ◽  
Author(s):  
Semona Pillay
Keyword(s):  
Emerging Markets ◽  
Structural Equation ◽  
Discriminant Validity ◽  
Word Of Mouth ◽  
Positive Influence ◽  
Electronic Word Of Mouth ◽  
Brand Love ◽  
Generation Z ◽  
Managerial Implications ◽  
The Impact

Orientation: The study investigated the influence of electronic word-of-mouth (eWOM) adoption on brand love amongst Generation Z consumers in South Africa that will enable marketers to improve their brand love strategies amongst this generation.Research purpose: The study used the information adoption model to investigate the impact of eWOM adoption on brand love amongst Generation Z consumers.Motivation for the study: This study adds to the limited body of literature on Generation Z consumers in emerging markets. It examines drivers of online purchase decisions of Generation Z consumers, such as eWOM adoption and brand love.Research design, approach and method: The study followed a descriptive quantitative approach. Data were obtained through structured questionnaires from Generation Z consumers. Non-probability, purposive sampling was used to select the sample. Data were captured, coded and cleaned using Statistical package for the social sciences (SPSS) version 25, yielding 284 usable questionnaires. Apart from descriptive statistics, confirmatory factor analysis was used to test the validity of the constructs obtained from previously developed scales through convergent and discriminant validity. The reliability of the constructs was tested using Cronbach’s alpha and composite reliability. The conceptual model was tested using Structural Equation Modelling and the hypotheses were analysed using path modelling in Analysis of moment structures (AMOS) version 25.Main findings: The results revealed a positive, weak relationship between eWOM adoption and brand love. Argument quality had a strong, positive influence on information usefulness, which in turn, had a strong, positive influence on eWOM adoption.Practical/managerial implications: Marketers can use the findings of this study to target Generation Z consumers in emerging markets more effectively by sharing quality, authentic content through Facebook and Instagram to encourage eWOM adoption and somewhat affect brand love.Contribution/value-add: This study adds to the limited body of knowledge on Generation Z consumers in emerging markets. It elucidates how marketers can encourage eWOM adoption amongst this generation, thereby leading to brand love, to some extent.

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