Online Customer Research Articles

THE EFFECT OF PROMOTION, PRICE, AND CUSTOMER RATING ONLINE ON THE BUYING DECISION OF TOKOPEDIA E-COMMERCE: A CASE STUDY IN PADANG

This study aims to analyze the impact of promotions, pricing, and online customer ratings on purchasing decisions in the Tokopedia e-commerce platform in Padang City. Data were collected through a questionnaire that was tested for validity and reliability. Regression analysis results indicate that promotions and online customer ratings have a significant positive influence on purchasing decisions, while pricing does not have a substantial impact. These findings provide insights for business practitioners in designing effective marketing strategies in the digital era. It is recommended that sellers continuously optimize promotional strategies, set competitive prices, and manage customer reviews effectively to enhance purchasing decisions. Promotional activities are considered highly important in boosting purchasing decisions, whereas high prices may reduce consumer interest.

PENGARUH ONLINE CUSTOMER RATING DAN ONLINE CUSTOMER REVIEW TERHADAP KEPUTUSAN PEMBELIAN DITIKTOK SHOP MELALUI KEPERCAYAAN KONSUMEN SEBAGAI VARIABEL INTERVENING (STUDI KASUS PADA KONSUMEN TIKTOK SHOP SEMARANG)

The purpose of this research is to determine the influence of online customer ratings and online customer reviews on purchasing decisions at the TikTok shop via consumer trust as an intervening variable in the TikTok application and to determine the influence of online customer ratings, online customer reviews, and consumer trust on purchasing decisions. The research method used in this research is path Analysis. The population of this research is TikTok shop consumers in the city of Semarang. The sample for this research was 120 people using a non-probability sampling technique with a purposive sampling approach, namely that the researcher selected the sample purposively, subjectively, and subjectively. The data collection method is to distribute questionnaires via Google Forms. The type of data used is primary data. The result of this research shows that online customer ratings influence consumer trust and online customer reviews influence customer trust. Online Customer Rating does not affect purchasing decisions, while Online Customer Reviews does not affect purchasing Decisions. Online Customer Ratings and Reviews influence purchasing decisions through consumer trust as an intervening variable in the TikTok application. Keywords: Online Customer Rating, Online Customer Review, Consumer Trust, Purchasing Decisions

A Case Study of Negated Adjectives in Commuters’ Twitter Complaints

In today’s digital society, social networks such as Twitter are a preferred place for expressing one’s emotions, especially when they are negative. Despite a growing interest in the variety of linguistic realizations of commuters’ complaints, little attention has so far been paid to writers’ choices, especially when morphologically or syntactically simpler alternative formulations are available. A typical example is the “inference towards the antonym” triggered by the negation of contrary adjectives, an effect that is stronger for positive compared to negative adjectives. In the context of railway transport, a customer could use the negative statement The train is not clean instead of the corresponding affirmative sentence The train is dirty. It remains unclear, in our current state of knowledge, why online customers would prefer more complex constructions to voice their criticisms. Based on a large corpus of tweets sent to the French and Belgian national railway companies by their customers, I have semi-automatically extracted instances of not (very) + adjective (ADJ). Based on previous observations in the literature, I expected positive adjectives to be more frequently used in these negative environments compared to negative ones. As recent research demonstrates that one’s desire to save the interlocutor’s face is not necessarily the only reason why positive adjectives are used in linguistically negative environments, other motivations will also be considered. More precisely, I suggest that in a context where negativity is prevalent, customers using negated positive adjectives kill two birds with one stone: not only do they signal an issue with a product or a service, pointing to expectations that have not been met by the company, but they also mitigate the impact of their negative comments to the positive face of the service managers with whom they are interacting. By offering a quantitative, corpus-based analysis of negative constructions, complemented by a qualitative linguistic analysis of selected examples, this research sheds new light on users’ lexical choices in online negative customer feedback.

Exploring transformer models for sentiment classification: A comparison of BERT, RoBERTa, ALBERT, DistilBERT, and XLNet

AbstractTransfer learning models have proven superior to classical machine learning approaches in various text classification tasks, such as sentiment analysis, question answering, news categorization, and natural language inference. Recently, these models have shown exceptional results in natural language understanding (NLU). Advanced attention‐based language models like BERT and XLNet excel at handling complex tasks across diverse contexts. However, they encounter difficulties when applied to specific domains. Platforms like Facebook, characterized by continually evolving casual and sophisticated language, demand meticulous context analysis even from human users. The literature has proposed numerous solutions using statistical and machine learning techniques to predict the sentiment (positive or negative) of online customer reviews, but most of them rely on various business, review, and reviewer features, which leads to generalizability issues. Furthermore, there have been very few studies investigating the effectiveness of state‐of‐the‐art pre‐trained language models for sentiment classification in reviews. Therefore, this study aims to assess the effectiveness of BERT, RoBERTa, ALBERT, DistilBERT, and XLNet in sentiment classification using the Yelp reviews dataset. The models were fine‐tuned, and the results obtained with the same hyperparameters are as follows: 98.30 for RoBERTa, 98.20 for XLNet, 97.40 for BERT, 97.20 for ALBERT, and 96.00 for DistilBERT.

The Influence of Service Quality, Online Customer Reviews and Ratings on Purchasing Decisions of Skincare Cosmetics in the DKI Jakarta Region

The Influence of Service Quality, Online Customer Reviews and Ratings on Purchasing Decisions of Skincare Cosmetics in the DKI Jakarta Region

Keputusan Pembelian melalui Live Streaming E-Commerce Shopee, Online Customer Review, dan Free Gift (Studi Kasus pada Pelanggan MS Glow by Mirza)

This research aims to determine the influence of Shopee e-commerce live streaming, online customer reviews, and free gifts on purchasing decisions for MS Glow by Mirza. The research method uses quantitative methods. The data used are primary and secondary data. Data was obtained by distributing questionnaires to a sample of 100 respondents. This research uses a purposive sampling method and the analytical tool used is multiple linear regression with the help of the SPSS 29 program. Partial test results show that live streaming has a significant influence on purchasing decisions, online customer reviews have no significant influence on purchasing decisions, and free gifts have no significant influence on purchasing decisions. For simultaneous tests, it shows that live streaming, online customer reviews, and free gifts have a significant influence on purchasing decisions. The coefficient of determination value is 0.665, meaning that the regression model obtained is able to explain that the variables live streaming, online customer reviews, and free gifts can influence purchasing decisions for MS Glow by Mirza products by 66.5%. Meanwhile, the remaining 33.5% is influenced by other variables not explained in this research.

The Effect of Customer Reviews on Impulsive Buying at Tik Tok Stores (Study Generation Z in Indonesia)

The purpose of this study is to ascertain how online customer reviews, which are influenced by price consciousness, risk perception, and trust, affect impulsive online purchases on Tik Tok. Generation Z is the group of people who have made purchases on Tik Tok and are now patrons of the Tik Tok online store. Purposive random sampling was the approach used for sampling. First, they must be members of Generation Z; second, they must have made a purchase on TiK Tok. A sample of 135 members of the Z generation was acquired. Smart-PLS was used to analyze the data. The study's findings indicate that: 1) customer reviews have a favorable impact on impulsive online purchases made on Tik Tok; and 2) customer reviews have a negative impact 3) risk perception positively impacts impulsive buying; 3) risk perception positively impacts trust; 4) customer reviews positively impacts trust; 5) trust positively impacts impulsive buying; and 6) customer reviews positively impacts impulsive buying decisions made online. The relationship between customer reviews and impulsive buying is moderated by price consciousness.

A Case Study of Factors Influenced Customers Online Shopping in Melaka, Malaysia

A Case Study of Factors Influenced Customers Online Shopping in Melaka, Malaysia

The Influence of Online Customer Reviews and Online Customer Ratings on Purchase Decisions with Trust as the Intervening Variable

The Influence of Online Customer Reviews and Online Customer Ratings on Purchase Decisions with Trust as the Intervening Variable

Assess the Impact of Blockchain Application in Electronic Commerce on Customer’s Shopping Experience

Technology is increasingly disruptive, and economic transformation according to technology development is inevitable. Especially the field of E-commerce is constantly catching up with that development. We can easily see the development and importance of e-commerce in Vietnam and worldwide after the Covid-19 pandemic. Therefore, to attract and get customers online, businesses need to come up with solutions to increase the customer experience when shopping for their products. And the solution to this problem is the application of blockchain technology (blockchain) to e-commerce. Customer experience when shopping on e-commerce platforms with blockchain application is influenced by factors such as perceived risk, security, transparency, information synchronization, cost savings. To carry out this research, the research team conducted a survey and analysis based on 402 most suitable survey questionnaires, then conducted an assessment of factors affecting the shopping experience of customers when applying blockchain to e-commerce using Smart PLS 4.0 software and SPSS software. The survey was conducted with customers who have experience buying on e-commerce. The results of this research paper are a premise for many other future studies related to blockchain technology and draw out the governance implications for Vietnamese businesses in improving the shopping experience of customers when applying blockchain technology to e-commerce. In addition, the research results also help shoppers access the benefits of blockchain technology, helping customers feel more secure and confident when buying on e-commerce.

Evaluating the Role of Integrated Communication in Enhancing Brand Awareness, Trust, Satisfaction, and Repurchase Intentions in Indonesia's Frozen Food Industry

This study aims to fill the research gap by exploring the impact of integrated communication strategies on consumer behavior in the frozen food industry in Indonesia. It focuses on key variables namely Advertising; Public Relations; Customer Online Reviews; Corporate Social Responsibility, Brand Awareness, Customer Satisfaction, Customer Trust and Repurchase Intention. This study uses a quantitative research design with a cross-sectional approach, collecting data at a certain point in time to analyze the relationship between variables. This study targeted consumers of frozen food products in Indonesia, using a convenient sampling technique. A total of 162 respondents were selected based on their availability and accessibility to ensure adequate representation. Data analysis included descriptive statistical techniques to analyze the characteristics of respondents and the means of variables. Regression analysis was used to test the relationship between independent and dependent variables. Validity and reliability tests were also conducted to ensure the accuracy of the research instrument. The research reveals several important findings regarding the impact of integrated communications on brand awareness, consumer trust, satisfaction, and repurchase intention in Indonesia's frozen food industry. Effective advertising significantly enhances brand recognition by making the brand more memorable through attractive and informative ads, which in turn increases the intention to repurchase. However, it has minimal impact on customer satisfaction and trust, which are more influenced by product quality and direct experiences. Social activities from public relations, while less effective for brand recognition and satisfaction, significantly boost customer trust by demonstrating the company's commitment to social responsibility, leading to a positive impression and increased repurchase intention. Logical and informative online reviews contribute to brand awareness and trust, but customer satisfaction relies more on personal product experiences than on reviews. Furthermore, tangible CSR activities, such as supporting communities and reducing environmental impacts, not only enhance brand awareness and satisfaction but also strengthen customer trust, leading to a higher likelihood of repurchasing.

PENGARUH E-WOM, PRICE DISCOUNT, ONLINE CUSTOMER REVIEW, DAN ONLINE CUSTOMER RATING TERHADAP KEPUTUSAN PEMBELIAN ONLINE PADA PLATFORM SHOPEE

This research aims to determine the influence of e-wom, price discounts, online customer reviews and online customer ratings on online purchasing decisions on the Shopee platform for undergraduate management students at Muhammadiyah University of Bengkulu. This type of research is a quantitative descriptive type of research, the object of this research is users of the Shopee application among Management undergraduate students at Muhammadiyah University of Bengkulu. The sampling method uses accidental sampling technique. The number of respondents in this study was 150 people. The data collection method uses a questionnaire. The data analysis technique uses the Multiple Linear Regression Analysis Test, and Hypothesis Testing, namely the t test and f test. The results of this research can be concluded that the E-wom variable has a positive effect on Purchasing Decisions, Price Discount has a positive effect on Purchasing Decisions, Online Customer Review has a positive effect on Purchasing Decisions, Online Customer Rating has a positive effect on Purchasing Decisions, and E-wom, Price Discount , Online Customer Review, Online Customer Rating together have a positive and significant influence on online purchasing decisions on the Shopee platform for Bachelor of Management students at Muhammadiyah University of Bengkulu. Keywords: Electronic Word of Mouth, Price Discount, Online Customer Review, and Online Customer Rating, Purchase Decision

The Effect of Social Media Promotion and Online Consumer Reviews on Purchas Decisions with Mediation of Consumer Trust on Coffee Shop Tentang Kopi Medan

Through customer trust as an intervening variable in coffee shops regarding coffee, this study intends to evaluate and assess the direct and indirect effects of social media marketing and online consumer evaluations on purchase decisions. Associative research is the study of associations. Primary data were used for this research, Although this is not a limit to the study’s population, up to 125 samples could have been collected inadvertently. The data analysis method used is called path analysis. The analysis of the data was done via SPSS. The study’s conclusions show that social media marketing affects consumer trust directly, favorably, and significantly, whereas online customer reviews and social media promotion have an analogous impact. Keywords: social media promotion, online consumer review, consumer trust, purchase intention

РОЛЬ ИСКУССТВЕННОГО ИНТЕЛЛЕКТА В НАШЕЙ ЖИЗНИ

This article describes the origin, history and future of artificial intelligence. It has been found that with knowledge about artificial intelligence, we can explore and develop various fields and apply them in our lives. In order to develop, we must use artificial intelligence correctly. This is because the intelligence that is developing now will change in the future. The article describes how artificial intelligence is used in other fields and what benefits and harm it can bring. It has been shown that artificial intelligence was once a universal term for applications that performed complex tasks such as communicating with customers online or playing chess. Artificial intelligence is the future of business, allowing you to create innovative solutions and open up new opportunities for the development of companies.

Pengaruh Online Customer Review dan Brand Image Terhadap Keputusan Pembelian Produk Somethinc di Kota Bekasi

This study was conducted to determine the effect of online customer reviews and brand image on consumer purchasing decisions of Somethinc products. This study is a quantitative research using a non-probability sampling method with an accidental sampling/incidental sampling technique. In this study, primary data in the form of questionnaires through Google Forms was used. The number of samples used in this study was 96 respondents who were people domiciled in Bekasi City. The analysis technique used in this study uses multiple linear regression analysis with the help of SPSS 26 software. Based on the results of the data processing carried out, the results of this study showed that the Online Customer Review variable has a positive and significant effect on Purchasing Decisions, the Brand Image variable has a positive and significant effect on Purchasing Decisions. The Online Customer Review and Brand Image variables simultaneously have a significant influence on the Purchasing Decision variable.

The Influence of Social Media Marketing, Online Customer Review, and E-SERVQUAL to Purchase Decision through Trust (Bekam Therapy Center Jember)

The Influence of Social Media Marketing, Online Customer Review, and E-SERVQUAL to Purchase Decision through Trust (Bekam Therapy Center Jember)

The Influence of Attractiveness, Online Customer Reviews, and Discounts on Purchase Decisions, with Perceived Enjoyment as an Intervening Variable

Technological advances bring various conveniences to society, especially in online shopping. Shopee as an e-commerce with the most users in Indonesia is an opportunity and a challenge in the very tight competition for sellers in it. To be able to compete in this perfect market, sellers must be able to apply factors that can improve purchasing decisions to compete with other sellers. This research seeks to examine purchasing decision factors mediated by Perceived Enjoyment. The sample for this research consisted of 144 active Shopee users in Indonesia. The process of gathering data involved sending out Google Form surveys with an interval scale of 1-10. Data analysis uses the Structural Equation Modeling program using the Part Lease Square method. The results of this research show that the independent variables attractiveness, online customer reviews, and discounts can have a significant and partially positive influence on Perceived Enjoyment. Attractiveness and online customer reviews can have a significant and positive influence on Purchase Decisions. This research also found that discounts did not have a direct effect on Purchase Decisions, but after being mediated through Perceived Enjoyment, significant and positive results were found. Future research is expected to add other variables to strengthen research on Purchase Decisions.

What has changed us? Investigating consumers’ behaviors for m-commerce: Comparing the pre- and post-pandemic eras

ABSTRACT As the government, companies, and customers try to find a way to adapt to the post-pandemic era, we aim to examine how this new trend influences consumers’ intentions and preferred shopping styles. This study empirically examines the associations between different types (in-store vs. online) of customers, perceived security, and behavioral intention toward adopting m-commerce before, during, and after the COVID-19 pandemic. Two online studies were conducted for data collection in 2020 and 2023. We found that, first, the concern of perceived security when using m-commerce is insignificant during the pandemic for in-store customers and does not serve as an extra threat for both types of customers after the pandemic. Second, both in-store and online customers showed inconsistencies between their intentions and behaviors toward mobile commerce during the pandemic, and the tendency to adopt such services could be a temporary effect due to the pandemic as customers exhibited coherent behaviors after the pandemic. Furthermore, the combined effect of the pandemic and customer type to m-commerce adoption was strengthened during the post-pandemic era, indicating that despite in-store customers may use m-commerce when needed, they still prefer to shop physically.

Pengaruh Kualitas Produk, Persepsi Harga, Social Media Marketing, Online Customer Review Terhadap Keputusan Pembelian

The development of the internet has significantly transformed nearly all aspects of human life, especially in shopping habits. This phenomenon is reflected in the shift from conventional or offline shopping to online shopping, driven by advances in digital technology. Consequently, this has created competition between online and offline retailers in their efforts to maintain and expand their market share. Therefore, effective marketing strategies are needed to reach consumers maximally and enhance purchasing decisions. The aim of this study is to examine and analyze how product quality, price perception, social media marketing, and online customer reviews influence purchasing decisions. The consumers of Jiniso fashion products are the subjects of this study. This research is quantitative and uses purposive sampling technique. The sample consists of 100 respondents, obtained through a Google Forms questionnaire. In this research, data testing techniques include validity testing with factor analysis based on KMO and loading factor values, as well as reliability testing with Cronbach's alpha analysis. Data analysis in this study uses multiple linear regression tests, the coefficient of determination, F-test, and t-test. Data is processed using IBM SPSS 26 software. The research results indicate that product price perception, product quality, social media marketing, and online customer reviews have a positive and significant influence on purchasing decisions.

INTENT EXTRACTION FROM TEXT BY USING GLOBAL FEATURE MATRIX TO IMPROVE MAN MACHINE INTERACTION

Interaction between man and machine is the future of technology. Different mechanisms and mediums are used for this interaction such as voice, signals, pictures, videos, text etc. Text is one of the most popular medium of interaction and has gained popularity over past decades. It is used for making predictions of stock market, analysis of people’s opinion, identification of group of people with similar interests etc. In this research, the focus is to identify and analyze the intent of the written text and used it to prepare an appropriate machine response to text. There are several system available that uses semi-automatic mechanisms for interaction with humans such as the online customer care services for banks and the telecommunication industry. Different models and algorithms are used for this semi-automatic interaction. This study works on the design of a fully automated system for extracting the intents from the text, prepare an appropriate response and use the intent to do the prediction of the text. The results of the research are detailed in the methodology and experiment sections of the paper.