Product Brokering Efficiency as a mediator of Online Product Recommendation and Customer Loyalty

Dados Bibliográficos

ID21484293
AutoresFelisa Lilian (University of Surabaya), Honey Wahyuni Sugiharto Elgeka (0000-0002-0875-1613, University of Surabaya), V Heru Hariyanto (University of Surabaya)
Ano2021
Volume48
Fascículo3
Páginas214
Data de publicação2021-12-24
Open AccessSim
TipoARTICLE
PeriódicoJurnal Psikologi (JOURNAL)
Identificadores do periódicoISSN: 0215-8884 • E-ISSN: 2460-867X
EditoraUniversitas Gadjah Mada (PUBLISHER)
DOI10.22146/jpsi.64138
OpenAlexW4205669377
IdiomaEN
Referências citadas9

Marketing strategies in e-commerce have a main goal, that is to pursue customer loyalty. Sociolla is an e-commerce company that sells cosmetic products and has a recommendation feature to make it easier for customers during the shopping process. These recommendations can trigger customer satisfaction and generate loyalty. The purpose of this study was to examine the correlation between online product recommendation and customer loyalty with product brokering efficiency as a mediator. 179 Sociolla customers were recruited in this study using convenience sampling. The data were analyzed using the SPSS-Process Hayes model 4. Results showed that perceived decision quality acts as a mediator in the relationship between enablers and customer loyalty (β = .20, [ .13; .27]). It can be concluded that recommendations that are comprehensive, clear, and meet the customer needs will make it easier for customers to make purchasing decisions, which ultimately leads the customers to form loyalty toward the products

Advertising · Business · Customer advocacy · Customer delight · Customer intelligence · Customer retention · Customer satisfaction · Loyalty · Loyalty business model · Purchasing · Service quality · Computer Science · Consumer Behavior and Marketing Influence · Mathematics · SMEs Development and Digital Marketing · Marketing

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