Online Customer Research Articles

From clicks to insights: analysing online customer reviews for handicraft products

ABSTRACT With the swift advancement of electronic commerce platforms, handicraft artisans have expeditious access to national and international markets. This has led to the survival of unique handicraft products that were on the brink of extinction. In light of the growing significance of online review, the scrutiny of user-generated online content has garnered substantial attention and is being used as a valuable tool for handicraft products, both within the entrepreneurs’ and academic community. This study aims to spotlight the crucial attributes of handicraft products, derive the relationship between them, and ultimately prioritise them using data from 78377 online consumer reviews sourced from Amazon and Flipkart. The study divulges that heritage design, customer likeliness, market-driven and economic value are the foremost attributes of handicraft products within the Indian e-commerce landscape.

The Impact of Online Apps Hotels, Customer Wellbeing and Customer Citizenship Behavior: A Mediating Role of Customer Intimacy

This study aims to assess how customer well-being influences customers’ citizenship behavior nowadays, tourism and hotel organizations care about their customers. By studying their behaviors and satisfaction levels, one of these trends is to determine the level of customers’ well-being and build intimate relationships with them. Although there is a wide range of research on customer well-being, the impact of customer well-being, customer intimacy, and customer citizenship behavior has not received enough empirical investigation. This study aims to fill this gap. In addition, we examine the mediating role of customer intimacy. Partial least squares structural equation modeling (Warp-PLS V.7) and SPSS 26.0 were used to analyze data collected from 333 hotel customers in Cairo. The results show that customer well-being has both direct and indirect effects on customers’ citizenship behavior, with customer intimacy acting as a partial mediator. The results of the study provide useful guidelines that can help hotel managers make more efforts to enhance customer relationships, achieve customer well-being, achieve customer citizenship, achieve customer intimacy, and benefit from its mediating role in the relationship.

Researching user experience with artificial intelligence application for customer care services on e-commerce platform

This study is conducted in the context of the booming development of e-commerce shopping in Vietnam. The rising demand for online shopping has resulted in increased pressure on workforce optimization and automation of customer service processes on e-commerce platforms. To meet the need for online customer care and response, significant resources in manpower, time, and cost are required. Therefore, to optimize costs, reduce response time, and enhance customer care, applying artificial intelligence to customer service has become a top choice. The purpose of this study is to explore the factors that directly affect the customer service experience using artificial intelligence on e-commerce platforms in Vietnam. This aims to help businesses understand customer feedback and psychology to develop strategies to improve and advance this artificial intelligence application model. This study provides an overview of the factors directly influencing the customer experience in AI-driven customer service on e-commerce platforms. Based on this, it offers managerial implications to enhance the quality of customer service for online businesses operating on e-commerce platforms in Vietnam.

Anthropomorphic chatbots as a catalyst for online customer experience (CX): The case of Egyptian consumers

Anthropomorphic chatbots as a catalyst for online customer experience (CX): The case of Egyptian consumers

PENGARUH KUALITAS LAYANAN, REVIEW ONLINE TERHADAP KEPUTUSAN PEMBELIAN TIKTOK

At this time, technology and information are increasingly sophisticated and increasingly experiencing very rapid growth. Commercial online platforms have emerged as one of the key pillars in the midst of the global commerce ecosystem in the rapidly expanding electronic age. One of the newest companies in the e-commerce space, Tiktok Shop, takes a different tack by fusing social media with online buying. defining a number of research projects, such as research models and mechanisms-based research methodologies, through data collection and testing. Reference sources must be used to support the definition of a research plan in order for the presentation to be accepted by academics. Using a quantitative approach, this study was carried out in Denpasar City, Bali, with a target demographic of Tiktok users who are familiar with and use Tiktok Shop. With 112 respondents, the sample was drawn via incidental sampling, a method for selecting samples at random or inadvertently. An online questionnaire measuring purchasing decisions, service quality, and online customer reviews using a grading scale was used to gather primary data. The SEM-PLS technique was used to analyse the data using Smart-PLS software, which included hypothesis testing, structural model evaluation (inner-model), and assessment (outer model). where the findings demonstrate that service quality significantly and favourably influences consumers' decisions to buy. Purchase decisions are also positively and significantly impacted by the influence of online consumer reviews.

Assessing the Impact of Credibility and Security on Customers E-Trust in the Context of Indian Banks

E-banking requires a high level of trust because it involves disclosure of vital and confidential information which customers are often reluctant to share because of the risks involved. With the growth of technology, there has been an increase in cyber threats. While transacting online customers fear the security of their personal information to safeguard against financial losses and unwanted disturbance. Thus, customers’ perceived security and credibility have a critical role in influencing their trust in E-banking. Whereas the identified literature has not paid much attention to studying the impact of identified E-service quality dimensions (credibility and security) on E-trust, particularly in the developing nations context. Therefore, to fill the existing gap, the study seeks to measure the impact of credibility and security dimensions of E-service quality on customers’ E-trust in the context of Indian banks. The sample for the study is taken from customers of public and private sector banks of Delhi/NCR. A total of 420 complete and suitable responses were received for final analysis. During data collection, it was ensured that the respondent is over the age of 18, has an active bank account, and has been using banking E-services for at least six months. Data for the study is analyzed using FEA, CFA, and SEM via using SPSS 24 and AMOS 21 software. The findings of the study reveal that both the credibility and security dimensions of E-service quality have a strong impact in influencing customer trust in E-banking. Banks’ focus on enhancing credibility and security measures creates value in customers’ eyes that as a result enhances their faith in the service provider.

Eksplorasi Pengalaman Konsumen terhadap Peran Online Customer Review dan Citra Merek terhadap Keputusan Pembelian Kosmetik pada Aplikasi Sociolla

The development of information technology and e-commerce has changed consumer behavior, especially in the cosmetics industry. Platforms like Sociolla are the main choice for consumers to buy cosmetic products online. This research explores the influence of online customer reviews and brand image on cosmetic purchasing decisions on the e-commerce platform. Customer reviews, both positive and negative, serve as an important reference that influences consumer perceptions of brand quality and credibility. On the other hand, a strong brand image can strengthen purchasing decisions by creating a sense of trust and emotional attachment. Using a qualitative approach, this research explores consumers' subjective experiences to understand the role of online reviews and brand image in purchasing decisions. The research findings are expected to provide deeper insight into the dynamics of consumer behavior in the Indonesian cosmetics e-commerce ecosystem.

The Influence Of Celebrity Endorsement, Brand Image And Online Customer Reviews On Purchasing Decisions For Erigo Products Online (Study On All Erigo Product Users In Indonesia)

This study aims to analyze the influence of Celebrity Endorsement, Brand Image, and Online Customer Reviews on purchasing decisions for Erigo products online. The research employs a quantitative method with a causal approach, involving 102 respondents selected through the Incidental Sampling method. Data analysis was conducted using multiple linear regression to examine the effect of each independent variable on the dependent variable. The results indicate that all three variables—Celebrity Endorsement, Brand Image, and Online Customer Review—have a positive and significant effect on purchasing decisions. Collectively, the independent variables explain 47.3% of the variation in purchasing decisions, while the remaining percentage is influenced by other factors outside this study. These findings contribute theoretically to the development of digital marketing knowledge and provide practical implications for advancing local product marketing strategies.

Understanding consumer reactions to chatbot service failures: Evidence from a Wizard-of-Oz experiment.

Previous studies have found that individuals react differently to online customer service interactions with chatbots than human agents. However, it remains unclear which agent is more effective at mitigating negative consumer evaluations in the context of service failures. This article explores whether online customer service agents, informed by social perception theory, can influence consumer evaluations by simulating service failure scenarios for future reference. In this study, human participants responded to a service failure interaction task with the Wizard-of-Oz method. This study conducted the pretest to verify the validity of stimuli and the main experiment to verify the proposed hypotheses. Results indicated that participants in human conditions were more likely to mitigate negative evaluations brought about by service failures, while a chatbot aggravated this negative effect. These findings contribute to a deeper understanding of the dynamics between online chatbots and human agents in the context of service failures. Interactions with human agents can mitigate consumers' negative evaluations of services, as human agents are perceived to demonstrate higher competence than chatbots.

The Influence of Celebrity Influencers' Credibility and Online Customer Reviews on Purchase Intention: The Mediating Role of Consumer Attitudes

This study aims to analyze the influence of celebrity influencers' credibility and online customer reviews on purchase intention, with consumer attitudes as a mediator. The research employs a quantitative approach, utilizing a questionnaire distributed via Google Forms to 160 Gen Z respondents in Surabaya. Results indicate that celebrity influencers' credibility significantly impacts consumer attitudes and purchase intention directly and indirectly through consumer attitudes. Similarly, online customer reviews have a significant impact on purchase intention directly and indirectly through consumer attitudes. The findings highlight the importance for businesses to strategically leverage credible influencers and encourage positive online reviews to enhance consumer attitudes and drive purchase intentions.

Price, Promotion, and Online Customer Ratings: Factors Determining the Purchase Decisions for Sheona Go Fashion Products on E-Commerce

Price, Promotion, and Online Customer Ratings: Factors Determining the Purchase Decisions for Sheona Go Fashion Products on E-Commerce

Drivers of Customers’ Online Purchasing Continuance Intentions via E-commerce Platforms in Egypt: The Mediation Roles of Perceived Usefulness, Trust, and Privacy/Security Risk

Drivers of Customers’ Online Purchasing Continuance Intentions via E-commerce Platforms in Egypt: The Mediation Roles of Perceived Usefulness, Trust, and Privacy/Security Risk

The Influence of Online Customer Reviews and Perceived Quality on Purchase Intention Through Customer Trust of Luxrime Official Shop Cosmetic Products on Shopee

This research aims to determine the influence of Online Customer Reviews and Perceived Quality on Purchase Intention through Customer Trust of Luxrime Official Shop Cosmetic Products on Shopee . The population in this study were people in Pekanbaru City who knew Luxcrime cosmetic products on the Official Shop Shopee. The sampling technique used in this research is the Non-Probability Sampling technique with the number of samples used being 100 respondents. The data analysis method in this research uses the Structural Equation Modeling - Partial Least Square (SEM-PLS) analysis method with SmartPLS version 4.0 software . The research results show that Online Customer Reviews have a significant effect on Customer Trust, Perceived Quality has a significant effect on Customer Trust, Online Customer Reviews have a significant effect on Purchase Intention, Perceived Quality has a significant effect on Purchase Intention, Customer Trust has a significant effect on Purchase Intention, Online Customer Reviews have a significant effect on Purchase Intention through Customer Trust and Perceived Quality has a significant effect on Purchase Intention through Customer Trust.

Peran Pemasaran Digital di Kelurahan Pesantren Kecamatan Mijen Sermarang

This community service is carried out with the aim of improving marketing skills in using social media or internet media in the Pesantren sub-district community, Mijen district, Semarang. Digital marketing has become crucial for business actors in the digital era, especially small and medium enterprises (SMEs) who want to increase their market share effectively and efficiently. The purpose of this service is to help SMEs in Semarang City understand and implement digital marketing strategies, and digital advertising. Through training and coaching, SMEs learn the importance of producing high-quality content, interacting with customers online, and utilizing analytical data to increase the effectiveness of marketing campaigns. The results of the activity show that SMEs have become more knowledgeable and proficient in handling digital platforms, and that the implementation of recommended strategies has increased engagement and revenue.

ONLINE SELLING OF INDIGENOUS PRODUCTS IN THE MUNICIPALITY OF TUBLAY, BENGUET

The study assessed the level of agreement of online sellers in the identified strengths in selling indigenous products, level of practice on the identified steps of online sellers in selling their indigenous products and challenges encountered by online sellers of indigenous products. Difference in the perceptions according to capital invested and number of years in business was also determined. Descriptive-survey method was used, with the survey-questionnaire as the main instrument in gathering data. Weighted mean, frequency, percentage, ranking and ANOVA were used in the study. The study was conducted in Tublay, Benguet among 62 respondents who are online sellers. Findings reveal that the online sellers of Tublay, Benguet, very much agree on the strengths of online selling. No significant differences were noted in the perceptions of respondents on their level of agreement on the identified strengths of online sellers when grouped according to capital invested and years in business. The research revealed that all the identified steps among online sellers were highly practice. In particular, accept various payments mode, on-hand inventories and affordable products. No significant difference in the level of practices of business owners when grouped according to the capital invested while there is a significant difference in the level of practices of business owners when grouped according to their number of years in business.Research revealed that the top three common challenges encountered by online sellers are online selling has least customer because of limited internet access, the products are not immediately receive by the buyers because of prolonged time ques in the logistics office, some buyers are not knowledgeable in using online selling platforms and customers loyalty.

The Role of Premium Services in Co-Creation Experience and Game Loyalty

Purpose – This research aimed to analyze relationship between leader-member exchange, person-organization fit, and perceived organizational support on employee work engagement. Purpose – The aim of this study was the assessment of how co-creation experiences and in-game value creation contribute to increased game loyalty in premium services. Methodology – A total of 326 mobile online gamers in Indonesia who utilized premium services provided survey data for the model analysis. This was carried out using structural equation modeling based on partial least squares (SEM-PLS). Results – The results demonstrated that players' propensity to co-create with gaming firms was significantly influenced by online brand community identification, greater functionality, customization, and self-indulgence. Also, on the basis of co-creation experience, there were significant value realization results. In addition, the results demonstrated a strong correlation between game loyalty, in-game value co-creation, and social experience. Originality – This literature provided valuable insights for improving game loyalty in premium game services through value co-creation experience.

Pengaruh Online Customer Review, Customer Experience, dan Trust Terhadap Keputusan Beli Ulang

This study aims to analyze the Influence of Online Customer Review, Customer Experience , and Online Trust on Repurchase Decisions Through the Shopee Marketplace. This study was conducted using a quantitative method by distributing questionnaires online to 140 Shopee marketplace users. The technique used to distribute the questionnaire in this study was using the random sampling technique. The data obtained were analyzed using several tests, namely validity tests, reliability tests, classical assumption tests, multiple regression analysis, and hypothesis tests. The results of the study showed that Online Customer Review had no significant effect on repurchase decisions, Customer Experience had a significant effect on repurchase decisions and Online Trust had a significant effect on repurchase decisions. This study is expected to provide insight into consumer decisions to make repeat purchases through the Shopee marketplace.

Exploring the Connection between Social Media Marketing Activities and Purchase Decisions, Focusing on Electronic Word of Mouth and Brand Awareness

This paper examines the inspiration of social media marketing activities on customers’ purchase decisions in Pakistan. Following the development of a theoretical model comprising the prevalent activities undertaken in social media marketing – namely, trendiness, customization, and personalization – an online survey entailing 396 completed questionnaires was initiated to test its feasibility using the structural equation model. The analysis confirms the positive impact of SMMAs on purchase decisions, with a mediating role of electronic word of mouth and brand awareness. Moreover, brand image is found positively moderating the influence of electronic word of mouth on purchase decisions. This investigation is set to support online customers in their purchase decisions, along with helping companies in boosting electronic word of mouth and brand awareness using social media marketing activities.

How to Know Your Customers? Towards a Novel Framework for Online Customer Knowledge Absorptive Capacity

How to Know Your Customers? Towards a Novel Framework for Online Customer Knowledge Absorptive Capacity

Content Marketing on TikTok and Online Reviews: Impact on Purchase Intentions and Decisions for Gen Z in Indonesia

This study try to test the content marketing, online customer reviews, and consumer behavior, namely purchasing decisions and mediated by a preference or purchase interest approach. Local brand bag fashion is a growing trend in society, supported by the major role of social media progress, namely TikTok, especially among generation Z. However, business actors need to understand the characteristics of the TikTok platform and its users well. The existence of interesting marketing content, the creation of online consumer reviews, this can increase consumer interest and ultimately make consumers interested in buying products. The research method used a Google Form questionnaire involving 266 respondents. The purposive sampling is used in this research with the criteria of generation Z who bought local brand bags on the TikTok platform. SMART PLS 4.0 was used to evaluate the data. The study's findings demonstrated that: content marketing significantly and favorably influenced consumer behavior; content marketing significantly and favorably influenced preferences; preferences significantly and favorably influenced consumer behavior; customer reviews significantly and favorably influenced consumer behavior; customer reviews significantly and favorably influenced preferences; content marketing significantly and favorably influenced consumer behavior with preference mediation; and content marketing significantly and favorably influenced consumer behavior with preference mediation.