Online Customer Reviews Research Articles

Pengaruh Online Customer Review, Influencer Marketing, Dan Kualitas Website Terhadap Keputusan Pembelian Online Shop Shopee Siswa SMK Negeri 1 Karanganyar

This research aims to find out whether online customer reviews influence online shop shopee purchasing decisions for students of SMK Negeri 1 Karanganyar, influencer marketing on online shop shopee purchasing decisions for students of SMK Negeri 1 Karanganyar, and website quality on online shop shopee purchasing decisions for students of SMK Negeri 1 Karanganyar. ; and to find out whether online customer reviews, influencer marketing, and website quality jointly influence the purchasing decisions of students at SMK Negeri 1 Karanganyar. This research uses quantitative techniques with correlational methods. The sample for this research was OTKP and MPLB students in classes X, XI and XII who had shopped via the Shopee application, totaling 140 students. The results of this research show that: 1) online customer reviews have a positive and significant influence on purchasing decisions as evidenced by the calculated t value (7.935) > t table (1.977) and a significance value of 0.000 < 0.05. 2) influencer marketing has a positive and significant influence on purchasing decisions as evidenced by the calculated t value (2.206) > t table (1.977) and a significance value of 0.009 < 0.05. 3) website quality has a positive and significant effect on purchasing decisions as evidenced by the calculated t value (4.097) > t table (1.977) and a significance value of 0.001 < 0.05. 4) there is a positive and significant influence between online customer reviews, influencer marketing, and website quality on purchasing decisions as evidenced by the value of Fcount (95.480) > Ftable (2.67) and a significance value of 0.000 < 0.05.

The Influence of Online Customer Reviews and Online Customer Ratings on Product Purchase Decisions on The Tokopedia Marketplace

The purpose of this study is to find out the influence of online customer reviews and online customer ratings on purchasing decisions. The target of this study is Indonesian people who have shopped using Tokopedia. The method to be used in this study is a survey method by distributing questionnaires online as a data collection tool. The sample to be used in this study is 100 respondents randomly selected from Indonesian people who have shopped at Tokopedia. The collected data will be analyzed using linear regression methods to test the hypotheses that have been formulated.

PENGARUH SOCIAL MEDIA MARKETING DAN ONLINE CUSTOMER REVIEW TERHADAP MINAT BELI

In 2023, Shopee secures the top spot for the highest web traffic and online transactions in Indonesia. It's important to consider that Shopee's position as the most favored online store among consumers might face challenges from its competitors. One of the key issues impacting the purchasing interest of Shopee's customers is the competitive landscape within the e-commerce, particularly in terms of the diverse marketing strategies every firm employs. This research seeks to explore how Social Media Marketing and Online Customer Review affect purchase interest within the Shopee E-commerce. The study follows an explanatory approach and employs quantitative data. Accidental sampling is the technique used for selecting participants. The research focuses on students majoring in management at Asia Cyber University between 2020 and 2022, totaling 1.243 individuals. The sample size consisted of 92 management students at Asia Cyber University between 2020 and 2022. The data examination involved multiple linear analysis. The result reveals that collectively, Social Media Marketing and Online Customer Review significantly impact purchasing readability in Shopee. Specifically, Social Media Marketing has a substantial and positive influence on purchasing interest, then Online Customer Review also exhibit a significant and positive influence on the purchasing readability of Management Students in Asia Cyber University within Shopee Marketplace.

Influencer’s Trustworthiness and Attitude to Increase Purchase Intention in Generation Z Based on Theory of Planned Behavior

The aim of this study is to examine the correlation between the trustworthiness of influencers and the attitude of Generation Z in influencing their intention to make purchases, utilizing the theory of planned behavior. This study utilizes a quantitative approach and applies a purposive sampling procedure to collect a total of 218 samples. The analysis is performed using Structural Equation Modeling (SEM) and aided by AMOS 24 Graphics software. This study discovered a significant positive correlation between online customer reviews and attitude. Attitude has a significant positive correlation with brand loyalty, purchase intention, and electronic word of mouth. Brand loyalty also has a significant positive correlation with purchase intention. There are new findings, namely a significant positive correlation between influencer's trustworthiness and attitude, and electronic word of mouth has a significant negative correlation to purchase intention. This study has implications for companies regarding product quality and consistency of product ratings that cause eWOM to have a negative relationship with purchase intentions. This research has an update on the variable, namely the influencer's trustworthiness, to measure influencer trust in consumers.

Peran Kualitas Produk, Online Customer Review, Dan Customer Rating Terhadap Keputusan Pembelian Produk Kecantikan Pada Tiktokshop

This study aims to determine the effect of product quality, online customer reviews and customer ratings on purchasing decisions for beauty products on Tiktok. This study uses a quantitative approach. The sampling technique used was non-probability sampling with the accidental sampling method with a total of 100 respondents. The data collection technique was carried out by distributing questionnaires. The data analysis technique uses Partial Least Square (PLS) with the Smart-PLS version 4.0 program. The results of this study indicate that Product quality influences the decision to purchase Somethink products. Online Customer Reviews have an effect on the decision to purchase Somethink products. Customer Rating influences the decision to purchase Somethink products. Keywords – Product Quality, Online Customer Reviews, Customer Ratings, Purchasing Decisions

Service Quality Analysis based on Online Customer Review in Google Play Store (Study Case of Telkomsel)

A corporation that offers internet services is known as an Internet Service Provider (ISP). Regional-scale networks and worldwide networks are offered at ISPs, allowing consumers to effortlessly connect with the outside world globally. Telkomsel is one of providers that is used the most widely in Indonesia. However, Telkomsel is also a provider with the most complaints than others. This study chooses Telkomsel as a case study to determine their quality of service based on customer review. This paper aims to analyze and identify the service quality of Telkomsel and topics that were discussed by Telkomsel users based on customer reviews in Google Play Store. We categorized the data according to the following service quality dimensions: network quality, customer service and technical support, information quality, security and privacy, and fulfillment. As a result, the Naive Bayes Classifier (NBC) was applied to assist in the sentiment analysis process. The accuracy for sentiment analysis using NBC was more than 75%. This study used Latent Dirichlet Allocation (LDA) models for topic modeling to identify themes that are often discussed by consumers. Hence, the result of this study can help a company to improve and develop their quality of product and service according to customer needs.

The Influence of Influencer Marketing and Online Customer Reviews on Purchase Intention Through the Perceived Value of Cosmetic Products on Tiktok Shop (An Empirical Study on Students in the City of Pekanbaru)

This research aims to determine the extent of the influence of influencer marketing and online customer reviews on purchase intention through the perceived value of Tiktok Shop cosmetic products. This study consists of two independent variables, namely influencer marketing and online customer reviews, and one dependent variable, which is purchase intention, with perceived value as an intervening variable. The analytical method used is path analysis. Data collection for this research was conducted using a questionnaire filled out by respondents who are students in the city of Pekanbaru and have purchased cosmetic products from Tiktok Shop more than once.The results of the study, based on Partial Tests (t-tests), are as follows: a) There is no significant influence of influencer marketing on perceived value. b) There is a significant influence of online customer reviews on perceived value. c) There is no significant influence of influencer marketing on purchase intention. d) There is a significant influence of online customer reviews on purchase intention. e) There is a significant influence of perceived value on purchase intention. f) Perceived value does not mediate the influence of influencer marketing on purchase intention. g) Perceived value mediates the influence of online customer reviews on purchase intention.

PENGARUH INFLUENCER ENDORSEMENT DAN ONLINE CUSTOMER REVIEW TERHADAP PURCHASE INTENTION PADA KLINIK KECANTIKAN ELLA SKINCARE DENGAN TRUST SEBAGAI VARIABEL INTERVENING

The purpose of this study was to analyze the effect of influencer endorsement and online customer reviews on purchase intention at the Ela skincare beauty clinic with trust as an intervening variable. This research uses quantitative methods. The population in this study were students throughout Solo Raya who knew, had bought, and used Ella Skincare products. The number of samples used was 384 respondents. The sampling technique used a non-probability sampling approach with purposive sampling technique. This study uses primary data obtained by filling out a questionnaire distributed to respondents via google form. The data analysis technique used in this research is descriptive analysis and Structural Equation Model (SEM) analysis with Smart Partial Least Square (PLS). The results of this study are Influencer endorsement, Online customer and Trust have a positive and significant influence on purchase intention. Influencer endorsement and online customer review have a positive and significant influence on trust. Influencer endorsement has a positive and significant influence on purchase intention which is mediated by trust. Online customer reviews have a positive and significant influence on purchase intention which is mediated by trust.
 
 Keywords: Influencer endorsement, Online customer, Purchase intention, Trust.

Pengaruh Online Customer Review, Online Customer Rating Dan Fitur Live Streaming Terhadap Keputusan Pembelian Produk Fashion Pada Marketplace Shopee Di Wilayah Surakarta

This study aims to determine the influence of online customer reviews, online customer ratings, and live streaming features on the purchase decisions of fashion products on the Shopee marketplace in the Surakarta region. This research was conducted in October 2023. The number of samples in this study was 147 respondents from Shopee users in Surakarta. Sampling is done using the purposive sampling method. The data collection technique used in this study is the quantitative method of distributing questionnaires online through social media. Multiple regression is the analysis method used in this study. The results of this study show that online customer reviews, online customer ratings, and live streaming features partially have a significant positive influence on the purchase decisions of fashion products in Surakarta.

Pengaruh Electronic Word Of Mouth (E- WOM) Dan Online Customer Review (OCR) Terhadap Keputusan Pembelian

The research aims to analyze the effect of the Electronic Word of Mouth and online customer review on Purchasing Decisions for Asderma Skincare products. This type of research is a quantitative descriptive research. The population in this study were Asderma customers who actively purchased Asderma Skincare products online with a sample of 75 respondents. This research was conducted using a survey method through online media by filling out the google form and analyzed using multiple linear regression analysis. The results of the study show that Electronic Word of Mouth and online customer review have a positive and significant effect on the decision on purchasing Asderma skincare products.

Caring and loving teachers online: personality in the feminized labour of Filipina English Language teachers

Abstract What kind of people are language teachers? In this article we address this question by examining commercial forms of language teaching in which personality functions in the evaluation of particular teachers as “good” or “suitable” for particular learners. We relate commercial forms of the online teaching of English to global political economic changes in which affective labour in service work, and the feminization of labour, have involved new gendered relations between the global North and South in recent decades. We focus on the emergence of particular forms of commercial online English teaching that bring Filipina teacher labour into relation with Japanese learners as customers. We relate the affective nature of the labour Filipina teachers are expected to perform, in terms of being teachers who are kind, cheerful, always smiling, and able to produce a feeling of ease or relaxation in their learner-customers, to the feminization of labour in service industries more broadly. We present the feminized affective labour of Filipina teachers of English, as an illustration of the partiality and situatedness of discourses of personality in online platforms and customer reviews. Here, personality becomes salient for teachers within particular gendered and racialised relations, where personality serves a substitutionary role in compensating for professional skill, knowledge or nativeness. As such, discourses of personality draw on patriarchal notions of women as “naturally caring” or “working out of love” which permeate low paid and precarious forms of language teaching. We conclude by discussing future directions and issues for work which examines the object of teachers’ care or love – caring or loving for who or what?

Pengaruh Online Customer Rating Dan Online Customer Review Terhadap Keputusan Pembelian Produk Makanan Pada Bakoel Camilan Melalui Gofood

The purpose of this study was to determine the effect of online customer ratings and online customer reviews on purchasing decisions for food products at Bakoel Snacks through GoFood for Bakoel Camilan Instagram followers. This research was conducted using a quantitative descriptive method. Sampling of this study used purposive sampling with a total of 70 respondents, using multiple linear regression analysis techniques. The results of the study on the online customer rating variable (X1) show that the tcount is 4.910 ttable 1.667 with a significance level of 0.000 0.05. The online customer review variable (X2) shows that the tcount is 3.257 ttable 1.667 with a significance level of 0.002 0.05. The results of the F test show that the value of Fcount is 23.131 Ftable 3.13 with a significance level of 0.000 0.05. Thus, the conclusions of this study are a) Online customer ratings have a positive and significant effect on the decision to purchase food products at Bakoel Camilan through GoFood, b) Online customer reviews have a positive and significant effect on purchasing decisions for food products at Bakoel Camilan through GoFood, c) Online customer rating and online customer review together have a positive and significant effect on the variable of the decision to purchase food products at Bakoel Camilan through GoFood.

Predicting helpfulness of online customer reviews: Moderating effect of product price

Predicting helpfulness of online customer reviews: Moderating effect of product price

Determinants of Business Resilience in the Restaurant Industry During the COVID-19 Pandemic: A Textual Analytics Study on an O2O Platform Case

Understanding the resilience capabilities of restaurant operations and the determinants affecting these capabilities is critical to helping restaurants overcome the hardships owing to the coronavirus disease (COVID-19) pandemic. This article adopts a textual analytics approach to scientifically measure consumption trends and identify the shock to restaurant sales using online customer review data from Dianping.com (an O2O platform in China). Moreover, the article proposes a theoretical model of business resilience for the restaurant industry in the context of the pandemic. Then, an empirical investigation on how the determinants in our theoretical framework affect the resilience of restaurant business operations using the panel logit model is conducted. Our findings indicate that the pandemic has severely disrupted the full-service restaurants as compared to the quick-service restaurants. We identify four determinants of resilience, namely social capital (i.e., restaurant rating), physical capital (i.e., contactless service), economic capital (i.e., chain operation), and natural capital (e.g., location), which are significantly associated with the resilience of restaurant business during the pandemic. These four determinants play different roles in the resilience of full-service and quick-service restaurants. The findings of this study have theoretical contribution and generate some important managerial implications for helping the restaurant industry recover from disruptions brought by the COVID-19 pandemic.

Establishment of customers loyalty through brand communication in the banking industry in Nigeria

The study examined the effects of brand communication on customer loyalty of selected banking industry in Delta State. The specific objectives are to; determine the effects of information quality on customer loyalty of selected banks in Delta State and evaluate the effect of information source credibility on customer loyalty of selected banks in Delta State. The 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. Structured questionnaire was used as the research instrument for the study. Content, validity was 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. Information quality (β =0.300, p=0.000< 0.05) and information source credibility (β =0.334, 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.

Investigating the Effect of Customer Reviews and Online Customer Ratings on Purchase Intention: Mediating Role of Word of Mouth

Technological advancement is accelerating, compelling business professionals to consistently engage in online marketing through e-commerce to stay competitive. By examining customer reviews and ratings online, this study seeks to determine how word of mouth affects purchase intentions. The research was conducted in Binjai city with a sample of 120 respondents. Purposive sampling was carried out with the condition that the respondent was female. Data analysis in this study used path analysis. The result shows that online customer reviews and ratings have a significant positive relationship with word of mouth. Also, online customer reviews, ratings, and word of mouth effect positively with purchase intention. In addition, this study found that word of mouth mediates the relationship between online customer reviews and online customer ratings on purchase intention. This study unequivocally demonstrates a noteworthy and positive relationship between online customer reviews and ratings and the phenomenon of word of mouth. Furthermore, the research establishes that these online reviews and ratings significantly shape purchasing intentions through word of mouth. It underscores the influential role that virtual customer feedback plays in fostering and amplifying consumer perceptions, highlighting its significance in shaping purchasing decisions in the digital landscape.

Pengaruh Fitur Virtual Try-On, Online Customer Review, dan Persepsi Harga Terhadap Keputusan Pembelian Kosmetik Pada Aplikasi Shopee

This research aims to prove the influence of virtual try-on, online customer reviews, and price perceptions on purchasing decisions for Madame Gie products in the Shopee application. The population in this study are consumers in the city of Surakarta. The research sample used is consumers who have purchased Madame Gie products. This research method is a quantitative research with non-probability sampling technique using purposive sampling method. The research data was obtained by 100 respondents and processed using multiple linear regression analysis techniques using IBM SPSS Statistics software version 23. The results showed that Virtual Try-On had a positive and significant effect on Purchase Decisions, Online Customer Review had a positive and significant effect on Decisions Purchases, and Price Perceptions have a positive and significant effect on Purchase Decisions.

The Influence of Brand Image and Online Customer Reviews on Consumer Purchasing Decisions at the Shopee Marketplace in Surabaya

This research aims to analyze the influence of each Brand Image and Online Customer Review on Purchasing Decisions at the Shopee Marketplace in Surabaya. The population in this research is consumers who buy products on the Shopee marketplace with a sample of 108 respondents and was determined using a non-purposive sampling technique. Primary data was obtained using questionnaires while secondary data was obtained using books, journals, literature and websites or the internet. Based on the test results using SMARTPLS, it was found that this research shows that all indicators are valid or all variables are significantly positive for purchasing decisions. Based on the Outer Loading results, the estimation results for all indicators have met convergent validity or good validity. Based on the results of the AVE test as a whole, the variables in this study can be said to have good validity. Based on the results of the Composite Reability test, it is said that all the variables in this study are reliable.

Pengaruh Online Customer Review Terhadap Keputusan Pembelian Jasa Kamar Studi Pada Pengguna Online Travel Agent di Rocky Plaza Hotel Kota Padang

This research was conducted based on the results of observations during pre-research during industrial field practice at Rocky Plaza Hotel Padang and the background of the problem of Online Customer Reviews that are still few, there are negative comments and room sales through Online Travel Agents are still low. This type of research is descriptive associative classified as causal associative research with a survey method that aims to see the influence of Online Customer Reviews (X) on Purchase Decisions (Y) through Online Travel Agents at Rocky Plaza Hotel Padang. This research was conducted based on observations during the industrial field experience at Rocky Plaza Hotel Padang, the authors found problems, namely the low sales of rooms through Online Travel Agents and the number of reviews contained on online travel agent sites is still relatively small. The number of samples in this study were 208 respondents using purposive sampling technique. Data collection in this study was obtained using questionnaires and google forms that have been compiled with a Likert scale. Technical analysis in this study is simple linear regression and the coefficient of determination. Based on the results of the study, it can be concluded that: (1) Online Customer Review (X) in the category of not agreeing (51%), (2) purchasing decisions (Y) in the category of agreeing (54.8%), (3) test results simple regression, the results of the regression coefficient equation are equal to. Based on the above equation, the regression coefficient is 0.659 with a sig value. 0.000 0.05. This means that every increase of 1 unit of Online Customer Review will increase by 0.659 units of purchasing decisions. For the results of the R Square value obtained at 0.749, it means that the effect of the X variable on Y is 74.9% and 25.1% is influenced by other factors..

The Role Of Consumer Trust As An Intervening Variable In Purchasing Decisions In Lazada E-Commerce: A Study Of Indonesian Society

This research aims to identify the direct impact of online customer reviews and online customer ratings on trust and purchasing decisions, as well as the indirect impact of online customer reviews and online customer ratings through trust on purchasing decisions on Lazada e-commerce for Indonesian society. The research method used is quantitative with the help of a questionnaire as the main instrument. The sample collected was 250 respondents selected through purposive sampling and the data was processed with the help of SEM AMOS. The results of structural equation modeling (SEM) analysis show that online customer reviews and customer ratings have a positive and significant impact on trust and purchasing decisions directly, the same thing applies to indirect relationships, showing that the role of trust as an intervening variable can strengthen student decisions. to shop on Lazada e-commerce. This can happen because Lazada always tries to provide transparent services to consumers, and this has an impact on consumer trust in shopping at Lazada.