PurposeThe study examines the relationship between consumers’ ethical sensitivity, corporate social responsibility (CSR) practices and impulse behaviors. Ethical behavior has been a subject of increasing research interest. However, there is an imperious need to inspect ethical decision-making through holistic attention to impulse purchasing.Design/methodology/approachThe study develops a set of hypotheses to understand the relationships. The online survey method was used to collect data, and 420 valid questionnaires, in total, were retrieved. In a two-step process, first, reliability and validity were initially measured. Second, confirmatory factor analysis (CFA) and structural equation modeling (SEM) were used to test the hypotheses.FindingsThe analyses support the social marketing theory (SMT) and the general theory of marketing (GTM) ethics related to business strategy. Moreover, the study examines the mediating role of organizational trust, organizational identification and eco-branding in these relationships. The ethical and CSR practices for stakeholders positively affect organizational identification and trust that mediate the relationship between impulse buying and ethical attempts. Furthermore, from an ethical and climate change perspective, eco-branding positively mediates the relationship between impulse buying and environmental advertising. The moderating role of trust is significant in the relationship between impulse buying behavior (IBB) and repurchase behavior.Originality/valueA critical factor explaining individuals’ behaviors has never been investigated using a holistic approach to IBB with ethical and CSR practices. The study profoundly contributes to knowledge about consumer ethics, with potential effects for ethical public relations, while also offering new research avenues for future exploration.

Reinforcing purchase behaviors through CSR and ethical practices

Las compras en línea se han convertido en parte de la vida cotidiana. A pesar de que estas van en aumento, los estudios que analizan el tema de la recompra por internet son escasos. Este trabajo de investigación tiene el propósito de profundizar en los principales impulsores de la intención de recompra en línea. Como parte del proyecto se revisaron 40 artículos científicos y se identificaron sus principales hallazgos. Utilizando el software ATLAS.ti, se relacionaron las variables relevantes para que un consumidor desarrolle un comportamiento de intención de recompra en línea: la relación existente entre el compromiso del cliente y la lealtad de marca; el eWOM (electronic world of mouth, por sus siglas en inglés), que permite a los consumidores dar opiniones que repercuten sobre sus comportamientos hacia una marca; y el modelo e-servicescape, cuya eficacia para predecir y explicar las intenciones del consumidor en línea ha sido demostrada en diversos estudios. En los resultados obtenidos se muestran las implicaciones relevantes que conllevan promover la intención de recompra.

/pdf/drivers-of-the-online-repurchase-intention-a-literature-9q50izd0.pdf

Drivers of the online repurchase intention: a literature review

This study was to determine the effect of Customer Loyalty to Customer Satisfaction, Customer Loyalty to Repurchase Intention, Repurchase Intention to Customer Satisfaction. The data were processed using a survey method with a questionnaire collection tool and a Likert type, the sampling technique used was purposive sampling to 203 respondents. This research was conducted in East Jakarta. Using two factor analyzes, namely EFA (Exploratory Factor Analysis) and CFA (Confirmatory Factor Analysis), using SPSS and SEM applications on AMOS. The results of this study indicate that there is a positive and significant influence between Customer Loyalty on Customer Satisfaction, there is a positive and significant influence between Customer Loyalty on Repurchase Intention, besides that there is also a positive and significant influence between Repurchase Intention on Customer Satisfaction.
Keyword: Customer Loyalty, Customer Satisfaction, Repurchase Intention
 
ABSTRAK
Penelitian ini untuk mengetahui pengaruh Loyalitas Pelanggan terhadap Kepuasan Pelanggan, Loyalitas Pelanggan terhadap Niat Membeli Kembali, Niat Membeli Kembali terhadap Kepuasan Pelanggan. Data yang diolah menggunakan metode survei dengan alat pengumpulan kuesioner dan tipe Likert, teknik pengambilan sampel yang digunakan adalah purposive sampling kepada 203 responden. Penelitian ini dilakukan di Jakarta Timur. Menggunakan dua analisis faktor yaitu EFA (Exploratory Factor Analysis) dan CFA (Confirmatory Factor Analysis), menggunakan aplikasi SPSS serta SEM pada AMOS. Hasil penelitian ini menunjukkan bahwa terdapat pengaruh yang positif dan signifikan antara Loyalitas Pelanggan terhadap Kepuasan Pelanggan, terdapat pengaruh yang positif dan signifikan antara Loyalitas Pelanggan terhadap Niat Membeli Kembali, selain itu juga terdapat pengaruh positif dan signifikan antara Niat Membeli Kembali terhadap Kepuasan Pelanggan.
Kata kunci: Loyalitas Pelanggan, Kepuasan Pelanggan, Niat Membeli Kembali

Pengaruh Kepuasan Pelanggan dan Niat Membeli Kembali terhadap Loyalitas Pelanggan pada Pelanggan Oli Motor

espanolLa investigacion aplico una explicacion cuantitativa con el enfoque descriptivo y causal. Se realizo un muestreo por conglomerados en este metodo de encuesta y se recopilo mediante cuestionarios estructurados. Ademas, los datos se analizaron con el modelo de ecuacion estructural (SEM) con la version de software LISREL 8.8. Los resultados del estudio mostraron que la imagen de marca y la confianza de la marca no tienen un impacto en la satisfaccion del cliente y la intencion de recompra de Pertalite. Este resultado implica que la satisfaccion del cliente no logro mediar la relacion entre la imagen de marca y la intencion de recompra. Ademas, la satisfaccion del cliente tampoco puede explicar la causalidad entre la confianza de la marca y la intencion de recompra de Pertalite en Indonesia. EnglishThe research applied a quantitative explanatory with a descriptive and causal approach. A cluster sampling was engaged in this survey method and collected using structured questionnaires. Furthermore, the data were analyzed undergoing Structural Equation Model (SEM) with the software LISREL 8.8 version. The findings of the study showed that brand image and brand trust do not have an impact on customer satisfaction and repurchase intention of Pertalite. This result implies that customer satisfaction failed in mediating the relationship between brand image and repurchase intention. Besides, customer satisfaction also cannot explain the causality between brand trusts and repurchase intention of Pertalite in Indonesia.

https://dialnet.unirioja.es/descarga/articulo/8069705.pdf

Determinant Factors of Fuel Consumption Behavior: Evidence from Indonesia

The study examines customer attitudes towards fast moving consumer goods (FMCG) retail outlets based on customer engagement, loyalty programmes, customer satisfaction and customer loyalty towards customer repurchasing decisions. More specifically, this study investigates the past, present, and future trajectories of loyalty programmes in South Africa. This study followed a descriptive and a quantitative research method. A non-probability sampling method was implemented using quota and convenience sampling. The study included a sample of 272 FMCG members that participated in the study. An adapted questionnaire was used as the data collection instrument in the study. This instrument contained 59 items on demography, behavioural, and psychographic customer relationship management (CRM) based variables. The data was collected through web-based questionnaires using Google Forms. Using SPSS 28 and AMOS 28, the data analysis included both descriptive and inferential analyses tools such as factor analysis, regression analysis, cluster analysis, and structural equation modelling.

pdf/customer-loyalty-programmes-in-south-africa-14uqj48v.pdf

Customer Loyalty Programmes in South Africa

South African fuel industry, customer perceptions and satisfaction, and their impact on customer loyalty and repurchase intention

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South African fuel industry, customer perceptions and satisfaction, and their impact on customer loyalty and repurchase intention