Online Customer Reviews Research Articles

Analysis of OCR’s Factor and Sales Promotion on E-commerce

Indonesia one of the country with the fastest e-commerce growth in 78% of the world, demanding an unavoidable tight e-commerce business competition, thus encouraging some e-commerce to increase promotion and assessment from customers to be more attractive. The convenience offered by e-commerce attracts consumers to move from offline shopping to online shopping. Many factors influence consumers to switch from offline to online shopping, one of it is online customer reviews and sales promotions. The purpose of this study was to determine the effect of online customer reviews and sales promotions on purchasing decisions at the Bukalapak marketplace. The sample of this study was 99 respondents who were measured using Partial Least Square (PLS) analysis. The results of this study indicate that online customer reviews and sales promotions have a positive and significant effect on buying decisions.

Pengaruh E-Service Quality, Online Customer Review dan Sales Promotion Terhadap Minat Beli Ulang

This study examines and analyzes the effect of E-Service Quality, Online Customer Reviews and Sales Promotion simultaneously and partially on repurchase intention in the Kopi Kenangan application. And knowing the most dominant variable in influencing repurchase intention. The research approach used in this research is quantitative research. The sample selection criteria in this study were those aged 17 and over who had ordered coffee and consumed coffee on the Kopi Kenangan application more than once and were in the Greater Jakarta area. Questionnaires collected as many as 150 respondents, the data is then processed using multiple linear regression method. Based on the results of this analysis, it is known that the variables E-Service Quality, Online Customer Review and Sales Promotion simultaneously have a positive effect on repurchasing interest in the Kopi Kenangan application. Partially, the E-Service Quality, Online Customer Review and Sales Promotion variables have a positive effect on repurchasing interest in the Kopi Kenangan application. Then in the results of the analysis the variable Online Customer Review is the most dominant variable.

Analisis Peran Online Customer Review Dalam Memediasi Hubungan Online Customer Rexperience Terhadap Peningkatan Marketplace Rating

Marketplace is one of the impacts from development of e-commerce systems in the world. Marketplace are in great demand by all types of groups because they are able to increase the effectiveness and efficiency of users in shopping online. Starting from the choice of goods with various prices, brands, quality, to easy and fast transaction and shipping processes. However, along with its development, competition between marketplace companies has become increasingly stringent, causing several companies to experience a decline due to newcomers offering new experiences. This research was made with the aim of knowing the extent to which the influence of online user experience (online customer experience) in increasing marketplace ratings through online customer reviews as a mediating variable. Quantitative research method with proportional random sampling technique is the research method used for this research. Data collection was carried out by distributing questionnaires to 250 respondents consisting of students who have used the Bukalapak application from each tertiary institution in the city of Sukabumi. The data analysis technique in this study used structural equation modeling (SEM) using AMOS software version 22. The final results of the study showed that there was a positive influence from online customer reviews in mediating the relationship between online customer experience and marketplace rating. Ratings on companies can increase if they succeed in creating the best experience for users after using online shopping applications.
 Keywords: Marketplace, Marketplace Rating, Online Customer Experience, Online Review

Predicting on restaurant's hygiene rating: Does customer review emotion and content matter?

PurposeThe hygiene factor is always imperative when customers consider a certain restaurant, and the information contained in customer reviews can be an efficient approach to gauge a restaurant's hygiene during gaps in the official inspection. Therefore, the purpose of this study was to investigate whether information obtained from online reviews could predict the upcoming hygiene rating, specifically, evaluating the impact of both qualitative and quantitative content of reviews on the restaurant hygiene rating.Design/methodology/approachThe quantitative research method with big data analytic techniques was applied in this study. In total, 127,656 pieces of data collected from 1,710 restaurants in four major cities in the USA were used in the analysis. Both quantitative factors (i.e. reviewer's numerical rating, days to review, readability, useful/funny/cool) and qualitative factors (i.e. eight emotional dimensions of textual reviews) were analyzed from the online customer reviews and considered in predicting the restaurant's hygiene rating.FindingsSix out of eight emotional dimensions including anger, disgust, fear, sadness, surprise and trust were identified as having significant influences on the restaurant hygiene ratings. While three quantitative variables including days to review, readability and usefulness were identified with significant impacts on the dependent variable of restaurant hygiene rating.Originality/valueThis study opens an avenue for innovative research that establishes a connection between customers' reviews and restaurants' inspection systems. The results allow restaurants to predict an impending hygiene inspection rating upon dynamic assessment of review content and aid in adjusting hygiene measures accordingly.

Consumer Behavior In Purchasing On The TIKTOK Shop Marketplace

This study aims to determine consumer decision-making behavior in purchasing products through the tiktok shop. Factors considered by consumers include product quality, Online Customer Reviews, Customer Ratings and promotions and their influence on purchasing decisions on the Tiktok shop Marketplace. This research uses a quantitative approach with a total of 80 respondents. The results show that simultaneously product quality, Online Customer Reviews and Customer Ratings and promotions have a significant effect on consumer decisions in purchasing at the Tiktok shop, but partially only Online Customer Reviews and Customer Ratings have a significant effect on consumer decisions while product quality and promotions do not influence consumer decision making. The results of the study also show that consumer behavior in purchasing at the Tiktok shop is more dominantly influenced by customer ratings. The regression model in this study is good enough because it contributes quite a lot, namely 87.7%. The results of this study also provide benefits to marketers to design marketing strategies at the Tiktok shop by always maintaining and responding to comments on online customer reviews and customer ratings

Pengaruh Live Streaming Video Promotion, Diskon Harga, Online Costumer Review Saat Live Streaming Tiktok Terhadap Keputusan Pembelian

The purpose of this study is to determine the effect of live streaming video promotion, price discounts and online customer reviews when live streaming Tiktok on purchasing decisions. This research method uses quantitative methods with data analysis using instrument data tests, classical assumption tests, and multiple linear regression analysis using the SPSS application. The sampling method used is non-probability sampling with purposive samp ling techniques. The number of samples obtained by 140 respondents who had shopped through Tiktok live streaming in Solo Raya. The results of this study show that the variables of the influence of live streaming video promotion, price discounts and online customer reviews have a significant partial effect on purchasing decisions on Tiktok live streaming. While the variables The influence of live streaming video promotion, price discounts and online customer reviews simultaneously has a significant effect on purchasing decisions through Tiktok live streaming.

PENGARUH ONLINE CUSTOMER REVIEW, KEPERCAYAAN, HARGA, DAN RISIKO YANG DIRASAKAN TERHADAP MINAT BERBELANJA ONLINE DI PLATFORM E-COMMERCE

The purpose of this research is to empirically prove the effect of online customer reviews, prices, trust, and perceived risk on online buying interest on e-commerce platforms. This research was conducted in the people of Madiun City by taking a sample using a porposive sample and obtained as many as 200 respondents. This research method uses a quantitative approach using SPSS version 20. The results of this study are online customer reviews, price, trust, and perceived risk affect purchase intention and online customer reviews, trust, perceived risk simultaneously affect purchase intention.

How does apology matter? Responding to negative customer reviews on online-to-offline platforms

Online customer review is one core component of online-to-offline (O2O) commerce. Negative customer reviews are evitable and threaten O2O business performance. How O2O business responds to negative reviews is highly visible to potential customers and has the potential to mitigate the detrimental effect of negative customer reviews. In this study, an experimental research was conducted by setting up a scenario of a failed restaurant service booked through an O2O platform. By analyzing data from 1,062 participants, we revealed that apology increases potential customers’ affective and cognitive trust, which results in increased purchase and recommendation intention. Interestingly, the reduced perceived risk caused by apology increases potential customers’ recommendation intention but does not affect their purchase intention. The findings are discussed from both theoretical and managerial perspectives.

What are the Crucial Factors in Gaining Customer Recommendations in the Airline Industry?

The airline business is continually growing. This study tries to find out important factors for customers to give their recommendations for an airline. Text mining approach and feature selection methods are applied to clean the data set and to select the most crucial factors of customer recommendations. This study collected 846 online customer reviews for full-service airlines and 179 low-cost carrier airlines. Cleanliness and crew care are the most critical factors for full-service airline customers. Low-cost carrier airline customers were more concerned about the value of money and flight information. The results provide airlines’ managers with new insights to make their customers willing to give recommendations and gain a positive brand image.
 Keywords: Online customers review, text mining, customer recommendations, feature selection, airline

Exploration of Consumer Buying Interests at Tiktok Stores Live Streaming Based on the Stimulus Organism Response (SOR) Framework

Technological developments are currently increasing rapidly so that entrepreneurs advance their business ventures with various innovations. No wonder there are many emerging marketplaces that provide several conveniences in shopping. The TikTok application is one of the most popular marketplaces. This study aims to determine the effect of Store Atmosphere, Online Customer Reviews and Online Customer Ratings on Purchase Intention with Trust as a mediating variable at the TikTok Shop. This study uses quantitative data and this type of research is associative research. The population used in this research is live streaming viewers @oktaviana_tas_grosir. The sample collection technique uses a non-probability sampling technique. The sample in this study was determined by 100 respondents. The data analysis technique in this study used the Smart PLS version 3.0 tool. The results of this study indicate that Store Atmosphere, Online Customer Reviews and Online Customer Ratings have a positive effect on Trust. Online Customer Reviews and Online Customer Ratings have a positive effect on Purchase Intention, while the Store Atmosphere has a negative effect on Purchase Intention. Trust has a positive effect on Purchase Intention. Trust is able to mediate Store Atmosphere, Online Customer Reviews and Online Customer Ratings on Purchase Intention positively.

Brand advocacy and customers loyalty of banks in Nigeria

The study examined the effects of brand advocacy on customer loyalty of selected banking industry in Delta State. The specific objectives are to, determine the effects of brand advocacy on customer loyalty of selected banks in Delta State and ascertain the effects of online customer reviews on customer loyalty of selected banks in Delta State. Cross-sectional survey research design was adopted for the study. A sample size of 237 respondents was selected from 5 deposit money banks in Asaba, Delta State. The stratified random sampling technique was used for the study. A structured questionnaire was used as the research instrument for the study. Content and validity were taken into consideration to validate the research instrument. To establish the reliability of the instrument, a test-retest method was used. Descriptive statistics like frequency distributions and inferential statistics like correlation and multiple regressions were used to analyze the data collected for the study. Findings showed that the dimensions of brand communication accounts for 53% change in customer loyalty. The study concluded that brand communication has significant positive effect on customer loyalty of deposit money banks in Delta State Nigeria. Brand advocacy (β =0.106, p=0.044< 0.05), and online customers review (β =0.252, p=0.000< 0.05) has significant positive effect on customer loyalty of deposit money banks in Delta State Nigeria. The study recommended amongst others that banks should regularly monitor online customer reviews across various platforms. Respond promptly to both positive and negative reviews, addressing customer concerns and expressing appreciation for positive feedback. The study established that clear and relevant information empowers customers to make informed decisions, leading to a greater likelihood of choosing and remaining loyal to a bank.

Influence of Social Media Marketing and Online Customer Reviews on Instagram on Consumer's Interest in Buying Ichiban Sushi through the @ichibansushi_id Account

Penelitian ini bertujuan untuk mengetahui dan menganalisis pengaruh social media marketing dan online customer review pada Instagram terhadap minat beli konsumen Ichiban Sushi melalui akun @ichibansushi_id. Metode penelitian yang digunakan dalam penelitian ini adalah kuantitatif. Populasi pada penelitian ini merupakan konsumen wanita dan pria, menggunakan teknik non probability sampling dengan metode pengambilan purposive sampling. Penentuan jumlah sampel menggunakan perhitungan rumus Slovin didapatkan hasil sebanyak 100 orang responden. Teknik pengumpulan data menggunakan kuesioner dan studi pustaka, kemudian dalam teknik analisis data dilakukan uji validitas, uji asumsi klasik, uji regresi linear berganda, uji signifikansi parsial T (uji statistik T), uji signifikansi simultan F (uji statistik F) dan uji koefisien determinasi menggunakan program SPSS versi 26 for windows. Berdasarkan hasil uji statistik T, variabel social media marketing berpengaruh dan signifikan terhadap minat beli konsumen dengan nilai thitung > ttabel sebesar 3,211. Sedangkan variabel online customer review berpengaruh dan signifikan terhadap minat beli konsumen dengan nilai thitung > ttabel sebesar 6,809. Berdasarkan hasil uji statistik F, variabel social media marketing dan online customer review berpengaruh secara simultan terhadap minat beli konsumen. Koefisien determinasi diperoleh nilai R sebesar 68,8% menunjukkan bahwa minat beli konsumen dipengaruhi oleh variabel bebas social media marketing dan online customer review. Sedangkan 31,2% lainnya dipengaruhi oleh variabel lain yang tidak diteliti dalam penelitian ini.
 
 Kata Kunci: Social Media Marketing, Online Customer Review, Minat Beli Konsumen.

The effect of online customer review and online customer rating on the trust and interest of consumer purchases

<span lang="EN-US">This study aims to see how the influence of online customer reviews and online customer ratings on the trust and interest of consumers in the purchase of Sialang Jaya Village. The population in this study is the community in Sialang Jaya Village. The research sample used probability sampling as many as 100 people. The independent variables in this study are online customer reviews (X1), online customer ratings (X2), trust (Y1) and purchase interest variables (Y2). Methods of data collection using questionnaires and library research. Data analysis using path analysis using the SmartPLS 3 program. The results obtained from this study are that both reviews and ratings have a proven relationship to customer purchase interest and are an important feature, but not a factor that causes increased customer confidence. Online customer review indirectly does not affect buying interest through trust, and online customer rating indirectly has a positive effect on buying interest through trust.</span>

INFLUENCE OF ONLINE CUSTOMER REVIEW AND ONLINE CUSTOMER RATING ON GOFOOD PURCHASE DECISIONS IN THE GOJEK APPLICATION

This study aims to determine the effect of the dependent and independent variables partially and simultaneously. The research methodology used a quantitative method by collecting data through distributing questionnaires, the population in this study were users of the Gojek application in Ternate City, the sampling technique used purposive sampling and snowball sampling with 125 respondents. Data were obtained by using multiple linear regression analysis with the SPSS 25 program. The results indicate that partially online customer reviews have a significant effect on purchasing decisions for GoFood on the Gojek application, while online customer ratings partially have no significant effect on purchasing decisions for GoFood on the Gojek application, and simultaneously or together online customer reviews and online customer ratings have an effect significantly to GoFood purchasing decisions on the Gojek application.

SalonPro: Discover, Book and Beautify

Abstract: In the fast-paced salon industry, effective data management and seamless appointment booking are crucial for maintaining a successful business. This abstract presents the key features and benefits of a comprehensive website-based system designed to streamline data management and appointment booking for salons. The system incorporates a user-friendly appointment booking feature on the website, enabling customers to easily schedule appointments with their preferred stylists or therapists. The website presents an intuitive interface where customers can view available time slots, select desired services, and make bookings in real-time. Additionally, the system can offer supplementary features such as online payment processing, customer reviews and feedback, loyalty programs, and marketing tools. These features empower salons to engage with customers, cultivate loyalty, and attract new clients through targeted promotional campaigns. Implementing this comprehensive data management and appointment booking system website brings numerous advantages for salon owners and customers alike. It optimizes salon operations, improves customer satisfaction, increases revenue, and provides valuable insights for business growth.

What makes a theme park experience less enjoyable? Evidence from online customer reviews of Disneyland China.

The aim of this study was to explore the causes of tourists' lesser enjoyment of theme parks through an unsupervised machine learning approach-structural topic modelling. Specifically, the research extracted a comprehensive list of discussion topics about the travel experience of tourists through the analysis of 112,000 customer reviews released by visitors to the Shanghai Disney Resort from 16 June 2016 to 4 March 2022. Then, we used sentiment analysis to distinguish positive and negative topics and to explore the relationship between tourists who buy different ticket types and sentiments in negative topics. The results show that problems such as "parking," "service attitude," "recommendation feeling," "experience comparison," and "entrance" may be the main reasons for an unpleasant experience. In addition, we also found that when tourists travel in groups (e.g., via family tickets), customers feel unhappy because of parking and fast track problems. Moreover, when tourists travel alone or with small groups, staff service attitudes, experience comparisons, and entrance processes are the sources of greater concern. Our findings can help theme park managers to better understand the expectations of tourists and take effective measures to tackle issues causing customer dissatisfaction, and they can also contribute to theme park studies in tourism management.

General-use unsupervised keyword extraction model for keyword analysis

Keyword extraction is the foundation for solving various text mining tasks. However, the literature heavily relies on statistical, linguistic feature-based, or graph-based metrics to gauge corpus-representative keywords, the process of which is sensitive to preprocessing and stopword selection. In this paper, we propose a general-use keyword extraction model designed to work with document groups of various sizes, domains, and readability, as well as the existence of keyword labels. To extract a better selection of keywords, we employ a simple logistic regression model with the least absolute shrinkage and selection operator regularization (Tibshirani, 1996). The classification-based structure of our approach ensures learning words that distinctively characterize the given document group against the comparison groups, enhancing the representativeness of the extracted keywords. Furthermore, our model repeatedly modifies coefficients as it learns the document label classifiers, rather than relying directly on the term frequencies, reducing the model’s sensitivity to words of very high and very low frequencies. We test our model’s performance against numerous classic keyword extraction frameworks as baseline models using online customer reviews, news articles, and patent documentation. The results indicate that our proposed method has robust performance in terms of representability and distinctiveness across document groups with varying sizes, number of class labels, levels of readability, and domain. Additionally, we show that our model beats baseline models even when applied to documents without class labels compared with the baseline models. Given its generalizability and simplicity, we believe that our proposed model may serve as an easy-to-use, yet a powerful, general-use tool for keyword extraction, especially when working with various groups of documents from different domains.

Pengaruh Online Customer Review, Citra Merek dan Religiusitas Terhadap Keputusan Pembelian Dengan Kepercayaan Konsumen Sebagai Variabel Intervening (Studi Pada Pengguna Marketplace Shopee Generasi Z)

The purpose of this study was to determine the effect of online customer reviews, brand image and religiosity on purchasing decisions with consumer trust as an intervening variable (a case study of Generation Z Market Place Shopee ). This research is a quantitative study using primary data with a population of Generation Z Shopee . The sampling technique used non-probability sampling with a purposive sampling method total of 100 respondents.The data was processed using SPSS for windows 25, the analytical method used the instrument test, classical assumption test, Sobel test and path analysis. Research results: 1) online customer reviews have no effect on purchasing decisions, 2) brand image has no effect on purchasing decisions, 3) religiosity hasa positive effect on purchasing decisions, 4) consumer trust has positive effect on purchasing decisions, 5) online customer reviews have no effect on consumer trust, 6) brand image has positive effect on consumer trust, 7) religiosity has positive effect on consumer trust, 8) consumer trust cannot mediate online customer reviews on purchasing decisions, 9) consumer trust can mediate brand image on purchasing decisions, 10 ) consumer confidence can mediate religiosity on purchasing decisions.

THE INFLUENCE OF ONLINE CUSTOMER REVIEW AND ONLINE CUSTOMER RATING ON PURCHASE DECISIONS THROUGH CONSUMER TRUST IN FORE COFFEE PRODUCTS AT SUN PLAZA MEDAN

This research aims to analyze the phenomenon of the problem in the form of applying different promotions and product tastes at each Fore Coffee outlet causing low consumer purchasing decisions for Fore Coffee products. This is an associative type of research. The population in this research is consumers who have purchased online and offline from Fore Coffee Sun Plaza Medan and the sample is 135 respondents. The sample is withdrawn by a non-probability sampling using the purposive sampling method. The data using are primary data and secondary data are obtained through a list of statements and documentation studies. The data analysis technique employs structural equation modeling (SEM) with the analytical tools of Smart PLS. The research results directly show that online customer reviews and online customer ratings have a positive and significant effect on purchasing decisions, online customer reviews and online customer ratings have a positive and significant effect on consumer confidence, consumer confidence has a positive and significant effect to the purchase decision. Then the test results which are carried out indirectly show that consumers trust are able to mediate online customer review correlation with purchasing decisions and are able to mediate online customer rating correlation with purchase decisions.

Printer Product Positioning in Tokopedia E-Commerce Based on Analysis of Consumer Reviews

Proper product positioning is the key to success in attracting consumer interest. Consumer reviews on e-commerce platforms such as Tokopedia provide valuable insights into consumer perceptions of printer products and can be used to identify effective product positioning. This research aims to analyze the positioning of printer products from various brands sold at Tokopedia, based on an analysis of online consumer reviews; formulate managerial implications that printer companies can apply in managing online marketing activities based on the results of positioning from online reviews on Tokopedia. The data were obtained from search results and observations, uploaded reviews of consumers who bought printer products at the official store on Tokopedia e-commerce. Review data collection was carried out using non-probability sampling with a purposive sampling technique, then collected using data scraping techniques. Data were analyzed using descriptive analysis, content analysis and correspondence analysis using SPSS 26 software. The results showed that Canon printers had a strong positioning in terms of packaging in periods I and II; there was a change in consumer positioning towards Brother printers from period I to period II; there was a change in consumer positioning towards HP printers from period I to period II; consumers on Epson printers position Epson printers primarily in the context of good customer service by consumers. Keywords: content analysis, correspondence analysis, online customer review, product positioning