Papers by Ponirin Ponirin
This paper is presented to provide the role of service quality, perceived value and customer sati... more This paper is presented to provide the role of service quality, perceived value and customer satisfaction in determining customer loyalty of retail banking in Central Sulawesi, Indonesia. The study involved customers of national retail banks, Islamic banks, and a local government owned bank in this area. Five hypotheses were developed for empirical testing on a sample of 225 banks’ customers. The results indicated that customer satisfaction was significantly influenced by both service quality and perceived value, while customer loyalty was significantly influenced by both customer satisfaction and perceived value. It is also revealed that perceived value was significantly influenced by service quality.
The increasing competition in electronic commerce pushes e-stores to increase their efforts to ke... more The increasing competition in electronic commerce pushes e-stores to increase their efforts to keep their online customers loyal. Yet the interplay of factors driving customer loyalty in the online environment is complex and poorly understood. This paper describes a theoretical model of the four main antecedents of e-loyalty e-trust, e-value, e-satisfaction and e-commitment. Ten hypotheses were developed for empirical testing on a sample of 391 online customers in Indonesia. The results indicate that e-loyalty was significantly influenced by all four factors, whereby e-satisfaction had a stronger impact than e-value, e-commitment and e-trust. The theoretical and managerial implications are discussed.
This paper examines the relationship between performance assessed electronic store (e-store) serv... more This paper examines the relationship between performance assessed electronic store (e-store) service quality and e-store customer loyalty in an electronic retailing environment.
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Papers by Ponirin Ponirin