Can Product Quality Improve Purchase Decisions in E-Commerce and Social Media through Customer Loyalty and Trust?
The in online sales transactions have continued to increase due to several factors, such as the improvement of Internet quality, the growth of start-ups in Indonesia, and the COVID-19 pandemic’s effects, which have restricted customers from making purchases offline. The research aimed to identify di...
| Main Authors: | , , , , , , |
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| Format: | Article |
| Language: | English |
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Bina Nusantara University
2023-06-01
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| Series: | Binus Business Review |
| Subjects: | |
| Online Access: | https://journal.binus.ac.id/index.php/BBR/article/view/8800 |
| _version_ | 1797682274611757056 |
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| author | Nofrizal Nofrizal Sucherly Sucherly Undang Juju Zulia Khairani Efrita Soviyanti Hadiyati Hadiyati Arizal N |
| author_facet | Nofrizal Nofrizal Sucherly Sucherly Undang Juju Zulia Khairani Efrita Soviyanti Hadiyati Hadiyati Arizal N |
| author_sort | Nofrizal Nofrizal |
| collection | DOAJ |
| description | The in online sales transactions have continued to increase due to several factors, such as the improvement of Internet quality, the growth of start-ups in Indonesia, and the COVID-19 pandemic’s effects, which have restricted customers from making purchases offline. The research aimed to identify different types of direct and indirect influences that caused customers to make purchase decisions for fashion products and determine more dominant group (women or men) on e-commerce platforms and social media. The research applied a quantitative method. The research respondents were 244 customers who bought fashion products in e-commerce and social media. The analytical tools were Structural Equation Modelling (SEM) with SmartPLS 4.0, convergence and discrimination invalidity for the validity test, composite reliability for the reliability test, and structural model evaluation (inner model). The findings indicate that all aspects of product quality, trust, and customer loyalty have a huge impact on buying fashion products in e-commerce and social media. Moreover, in the indirect effect, product quality affects customer loyalty through trust. Similarly, product quality impacts purchase choices through customer loyalty. Trust also affects purchase choices through customer loyalty. Then, product quality affects purchase decisions through trust. Last, product quality has an impact on purchase decisions through customer loyalty and trust. Additionally, the results of PLS-MGA show that women are more dominant in buying fashion products on e-commerce and social media than men. |
| first_indexed | 2024-03-11T23:57:24Z |
| format | Article |
| id | doaj.art-a57510ee6aff4eb69b86df585a3938ac |
| institution | Directory Open Access Journal |
| issn | 2087-1228 2476-9053 |
| language | English |
| last_indexed | 2024-03-11T23:57:24Z |
| publishDate | 2023-06-01 |
| publisher | Bina Nusantara University |
| record_format | Article |
| series | Binus Business Review |
| spelling | doaj.art-a57510ee6aff4eb69b86df585a3938ac2023-09-18T09:26:48ZengBina Nusantara UniversityBinus Business Review2087-12282476-90532023-06-0114214716110.21512/bbr.v14i2.88007874Can Product Quality Improve Purchase Decisions in E-Commerce and Social Media through Customer Loyalty and Trust?Nofrizal Nofrizal0Sucherly Sucherly1Undang Juju2Zulia Khairani3Efrita Soviyanti4Hadiyati Hadiyati5Arizal N6Universitas Lancang KuningUniversitas PadjadjaranUniversitas PasundanUniversitas Lancang KuningUniversitas Lancang KuningUniversitas Lancang KuningUniversitas Lancang KuningThe in online sales transactions have continued to increase due to several factors, such as the improvement of Internet quality, the growth of start-ups in Indonesia, and the COVID-19 pandemic’s effects, which have restricted customers from making purchases offline. The research aimed to identify different types of direct and indirect influences that caused customers to make purchase decisions for fashion products and determine more dominant group (women or men) on e-commerce platforms and social media. The research applied a quantitative method. The research respondents were 244 customers who bought fashion products in e-commerce and social media. The analytical tools were Structural Equation Modelling (SEM) with SmartPLS 4.0, convergence and discrimination invalidity for the validity test, composite reliability for the reliability test, and structural model evaluation (inner model). The findings indicate that all aspects of product quality, trust, and customer loyalty have a huge impact on buying fashion products in e-commerce and social media. Moreover, in the indirect effect, product quality affects customer loyalty through trust. Similarly, product quality impacts purchase choices through customer loyalty. Trust also affects purchase choices through customer loyalty. Then, product quality affects purchase decisions through trust. Last, product quality has an impact on purchase decisions through customer loyalty and trust. Additionally, the results of PLS-MGA show that women are more dominant in buying fashion products on e-commerce and social media than men.https://journal.binus.ac.id/index.php/BBR/article/view/8800product qualitypurchase decisionse-commercesocial mediacustomer loyaltytrust |
| spellingShingle | Nofrizal Nofrizal Sucherly Sucherly Undang Juju Zulia Khairani Efrita Soviyanti Hadiyati Hadiyati Arizal N Can Product Quality Improve Purchase Decisions in E-Commerce and Social Media through Customer Loyalty and Trust? Binus Business Review product quality purchase decisions e-commerce social media customer loyalty trust |
| title | Can Product Quality Improve Purchase Decisions in E-Commerce and Social Media through Customer Loyalty and Trust? |
| title_full | Can Product Quality Improve Purchase Decisions in E-Commerce and Social Media through Customer Loyalty and Trust? |
| title_fullStr | Can Product Quality Improve Purchase Decisions in E-Commerce and Social Media through Customer Loyalty and Trust? |
| title_full_unstemmed | Can Product Quality Improve Purchase Decisions in E-Commerce and Social Media through Customer Loyalty and Trust? |
| title_short | Can Product Quality Improve Purchase Decisions in E-Commerce and Social Media through Customer Loyalty and Trust? |
| title_sort | can product quality improve purchase decisions in e commerce and social media through customer loyalty and trust |
| topic | product quality purchase decisions e-commerce social media customer loyalty trust |
| url | https://journal.binus.ac.id/index.php/BBR/article/view/8800 |
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