Customer Satisfaction and Trust Have a Mediating Role Between the Impact of E-Service Quality and Reciprocity on Repurchase Intention (Study On Fore Coffee Customers in Denpasar City) (Published)
People’s shopping habits have evolved away from more conventional retail patterns and toward those that are based on technology found on the internet as a direct result of the proliferation of internet-based technologies. The increasing prevalence of internet technology is both an opportunity and a difficulty for business owners who have goals of growing their client base and boosting the number of repeat transactions made by existing customers. This study was carried out with the purpose of determining the role that trust plays in mediating the impact that reciprocity has on repurchase intention, as well as the role that customer satisfaction plays in mediating the effect that the quality of the e-service has on repurchase intention. The patrons of Fore Coffee in Denpasar, Bali, were the primary subjects of this inquiry. The method of sampling that was used was known as intentional sampling, and the number of respondents in the sample was 120. As the research instrument, this inquiry makes use of a Google form that is communicated to respondents in a direct manner. Throughout the study, SEM PLS will be applied. According to the results of the research, 1) the quality of the e-service has no bearing on the likelihood of future purchases. 2) There is a significant favorable impact that reciprocity has on the intention to repurchase. 3) The efficiency and quality of e-services have a significant and beneficial impact on the level of satisfaction experienced by customers. 4) The practice of reciprocity has been shown to have a large and favorable effect on trust. 5) The degree to which a customer is satisfied has a favorable and significant bearing on the chance that they will plan to make a subsequent purchase. 6) The presence of trust has a significant and favorable impact on the decision to repurchase an asset. 7) The happiness of the customer can help to reduce the influence that the quality of the e-service has on the intention to repurchase. 8) Trust may act as a go-between when there is an intention to repurchase something and there is an expectation of reciprocity. According to the findings of the study, it is considered that Fore Coffee may build a successful marketing strategy by boosting customer satisfaction with their usage of mobile apps to commence repurchase intention activities. This could be accomplished by expanding Fore Coffee’s repurchase intention activities on mobile devices.
Keywords: Customer Satisfaction, Repurchase intention, Trust, e-service quality, reciprocity
Understanding the Nexus between Electronic Service Performance and Customer Satisfaction among Online Shoppers in a Typical Emerging Economy (Published)
The main objective of this study is to empirically investigate the influence of electronic service performance on customer satisfaction among online retail customers in Anambra State, Nigeria. The development of information and communication technology (ICT) and its wide application to business especially retailing led to the development of alternative methods of distributing goods and service hence, the emergence of many online retail shops that are challenging the traditional methods of retailing. In view of this and in view of the fact that customers are keying into this emergent phenomenon, customer satisfaction with the online retail shops is imperative. Hence this study set out to examine service performance and customer satisfaction among online retail shoppers in Nigeria. The study was based on a survey of 288 online shoppers in Anambra State. The data collected were analysed with multiple regressions and the outcome was useful to online shoppers, online retailers among others.
Keywords: Customer Satisfaction, Emerging Economy, Nigeria, Online Shoppers, Service Performance
Understanding the Nexus between Electronic Service Performance and Customer Satisfaction among Online Shoppers in a Typical Emerging Economy (Published)
The main objective of this study is to empirically investigate the influence of electronic service performance on customer satisfaction among online retail customers in Anambra State, Nigeria. The development of information and communication technology (ICT) and its wide application to business especially retailing led to the development of alternative methods of distributing goods and service hence, the emergence of many online retail shops that are challenging the traditional methods of retailing. In view of this and in view of the fact that customers are keying into this emergent phenomenon, customer satisfaction with the online retail shops is imperative. Hence this study set out to examine service performance and customer satisfaction among online retail shoppers in Nigeria. The study was based on a survey of 288 online shoppers in Anambra State. The data collected were analysed with multiple regressions and the outcome was useful to online shoppers, online retailers among others.
Keywords: Customer Satisfaction, Emerging Economy, Nigeria, Online Shoppers, Service Performance
Impact of Customer Relationship Management (CRM) On the Performance of Deposit Money Banks (DMBS) In Abuja (Published)
This study examines the impact of Customer Relationship Management on the performance of Deposit Money Banks in Abuja. The study investigates how CRM variables such as customer attraction, customer satisfaction and customer retention impact on the performance of Deposit Money Banks. The study adopted a survey research method where data was collected using questionnaires administered to both employees and customers of the ten randomly selected DMBs in Abuja made up of the 341 Population of the study. Taro Yamane Sample Size formula was used to determine the sample size (184). Out of the 184 copies of questionnaires that were distributed, 175 representing 95.1 % response rate were retrieved and used for analysis. As part of the method of data analysis, Pearson Correlation and Ordinary Least Square (OLS) was used to test the formulated hypotheses in line with the objectives of the study. The major finding reveals that, “there is significant relationship between Customer Relationship Management and performance of Deposit Money Banks in Abuja”. It was recommended that Deposit Money Banks (DMBs) in Nigeria’s North-Central sub-region should improve on Customers’ attraction activities in order to achieve deeper market penetration which will help in attracting more customers to strengthen their competitive positions. The study concluded that DMB’s should adopt CRM since it contributes significantly to their performance.
Keywords: Customer Attraction, Customer Relationship Management, Customer Satisfaction, Customer retention, Deposit Money Banks, Performance
Corporate Management and Customer Satisfaction among Banking Industry in Rwanda (Published)
Corporate Management is all about making sure that decision are made effectively. This impetus towards corporate Management has been due to many factors. For instance, it matters for shareholders as it is a shield against abuse of directors while improving access to capital for the company itself and instilling financial stability in the market. The intent of the research was to assess the relationship between corporate Management and customer satisfaction. The research highlights the corporate Management practices in banks and how that affects customer satisfaction with the operations of Banks in Rwanda. There are a total of 12 banks in Rwanda. Out of the 12 banks, the researcher targeted the most commonly used banks in Rwanda. A total of 6 banks including National bank, Equity Bank, Bank of Kigali, I&M Bank, Banque Populaire(Atlas mara), Keanyan Commercial Bank(KCB). One branch of each of the six banks was chosen and included in the targeted branch population. The study specifically targeted branch managers of the different bank branches and customers in the different branches. Systematic sampling was used in identifying customers to include in the sample. The administered a structured questionnaires to 10 customers in each of the banks. The constituting of corporate boards is done through the involvement of all stakeholder or at least the key stakeholders. Moreover, academic standard are applied leading to the constitution of a qualified and gender sensitive board. However, there is a problem when it comes to sitting and waiting arrangements in the banks. The sitting arrangement and waiting arrangement in most banks in Rwanda is not conducive. The banks perform poorly on reliability because majority of the customers feel the banks do not provide their services in a timely manner. The customers have trust in the problem solving practices in banks. However, the customers believe the process takes long and employees in their banks did not prevent long waiting.
Keywords: Banking Industry, Corporate Management, Customer Satisfaction, Rwanda