Building Customer Loyalty in Online Retail Industry: A survey among Youth in Klang Valley
The study provides detailed information about the building of customer loyalty in the online retail industry through word-of-mouth, website usability, security, and privacy improvement. In order to set a clear direction for the scope and objectives of the research and data types, we chose the youth in Klang Valley, Malaysia as the target population for the study. The aim of the study is to evaluate the factors that contribute to the Klang valley youth’s consumer loyalty in Online Retail Industry. This research uses questionnaires to collect data about the responses to the corresponding questions, and then cleans them to prevent redundancy. Use specific data collection procedures to ensure the smooth collection and processing of data without problems. Use the SPSS program to analyze the data to obtain results using two types of analysis, and Cronbach alpha. Multiple regression analyzes the relationship between a single dependent variable and several independent variables, while Cronbach’s alpha is used to test the reliability of each independent variable. The results found that website usability, word-of-mouth, security and privacy have a significant and positive contribution towards youth customer loyalty in Klang Valley.
Astuti, A.P., & Sari, P.K., (2016), Analisis Kualitas Website Lazada Indonesia Berdasarkan Metode Webqual 4.0 Dan Pengaruhnya Terhadap Kepuasan Pengguna. eProceedings of Management, 3(2), 1341-1348
Bai, B., Law, R., & Wen, I. (2008). The impact of website quality on customer satisfaction and purchase intentions: Evidence from Chinese online visitors. International Journal of Hospitality Management, 27(3), 391–402. https://doi.org/10.1016/j.ijhm.2007.10.008
Belone, L., Lucero, J. E., Duran, B., Tafoya, G., Baker, E. A., Chan, D., Chang, C., Greene-Moton, E., Kelley, M. A., & Wallerstein, N. (2016). Community-Based Participatory Research Conceptual Model: Community Partner Consultation and Face Validity. Qualitative Health Research, 26(1), 117–135. https://doi.org/10.1177/1049732314557084
Chen, Y., & Xie, J. (2008). Online consumer review: Word-of-mouth as a new element of Marketing Communication Mix. Management Science, 54(3), 477–491. https://doi.org/10.1287/mnsc.1070.0810
Dehghanpouri, H., Soltani, Z., & Rostamzadeh, R. (2020). The impact of trust, privacy and quality of service on the success of E-CRM: The mediating role of customer satisfaction. Journal of Business & Industrial Marketing, 35(11), 1831–1847. https://doi.org/10.1108/jbim-07-2019-0325
El Khatib, M., & Rahman Khan, M. F. (2017). Implications of social media networks technology in Interpersonal Skills and academic performances. International Journal of Management, Innovation & Entrepreneurial Research, 3(2), 99–110. https://doi.org/10.18510/ijmier.2017.326
Engel, J. F., & Blackwell, R. D. (1982). Consumer behavior. Dryden Press.
Gupta, M.P., & Dubey, A. (2016). E-Commerce-Study of Privacy , Trust and Security from Consumer ’ s Perspective.
Gurung, A., & Raja, M. K. (2016). Online privacy and security concerns of consumers. Information & Computer Security, 24(4), 348–371. https://doi.org/10.1108/ics-05-2015-0020
Hennig-Thurau, T., Gwinner, K. P., Walsh, G., & Gremler, D. D. (2004). Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the internet? Journal of Interactive Marketing, 18(1), 38–52. https://doi.org/10.1002/dir.10073
Hidayat, A., Saifullah, M., & Ishak, A. (2016). Determinants of Satisfaction, Trust, and Loyalty of Indonesian E-Commerce Customer. Int. Journal of Economics and Management, 10(S1), 151–166.
Jacoby, J., & Kyner, D. B. (1973). Brand loyalty vs. repeat purchasing behavior. Journal of Marketing Research, 10(1), 1–9. https://doi.org/10.1177/002224377301000101
Jauhari, M. T., Kusumawati, A., & Nuralam, I. P. (2019). The impact of website quality on consumer satisfaction and purchase intention (Study Case of E-Commerce Lazada Indonesia in Malang City). Jurnal Administrasi Bisnis, 67(1), 54–61.
Jazz, T. (2020). About – YouthsToday. https://www.youthstoday.com/about/
Kim, D. J., Ferrin, D. L., & Rao, H. R. (2008). A trust-based consumer decision-making model in electronic commerce: The role of trust, perceived risk, and their antecedents. Decision Support Systems, 44(2), 544–564. https://doi.org/10.1016/j.dss.2007.07.001
Kim, Y., & Peterson, R. A. (2017). A Meta-analysis of Online Trust Relationships in E-commerce. Journal of Interactive Marketing, 38, 44–54. https://doi.org/10.1016/j.intmar.2017.01.001
Lestari, I., Maksum, A., & Kustandi, C. (2019). Mobile Learning Design Models for State University of Jakarta, Indonesia (pp. 152–171). International Association of Online Engineering. https://www.learntechlib.org/p/216568/
Marshall, H. (2021, November 5). Electronic Retailing (e-Tailing): Definition, Types, Examples. Investopedia. https://www.investopedia.com/terms/e/electronic-retailing-e-tailing.asp
Meilatinova, N. (2021). Social commerce: Factors affecting customer repurchase and word-of-mouth intentions. International Journal of Information Management, 57, 102300. https://doi.org/10.1016/j.ijinfomgt.2020.102300
Mohd Johan, M. R., Zhucheng, S., Kelly, L. Q. L., & Annuar, N. (2022). Influencing consumers’ trust in online grocery shopping: A survey among Malaysian. Jurnal Intelek, 17(1), 128. https://doi.org/10.24191/ji.v17i1.15917
Morgan, J. P. (2022). 2020 e-commerce payments trends report: Malaysia country insights. 2020 E-commerce Payments Trends Report: Malaysia Country Insights. Retrieved December 26, 2022, from https://www.jpmorgan.com/merchant-services/insights/reports/malaysia-2020
Nga, N. T. Q., & Van, D. H. (2020). The impacts of customer satisfaction on loyalty of the youth (18-25 years old) towards e-commerce trading floors in Ho Chi Minh City. VNUHCM Journal of Economics, Business and Law, 4(4), Article 4. https://doi.org/10.32508/stdjelm.v4i4.654
Organization, W. T. (2016, July 21). Commerce mondial des marchandises et des services commerciaux, 2005–2015 [Text]. WTO iLibrary. https://doi.org/10.30875/d23e57e6-fr
Ozturk, A. B., Nusair, K., Okumus, F., & Singh, D. (2017). Understanding mobile hotel booking loyalty: An integration of privacy calculus theory and trust-risk framework. Information Systems Frontiers, 19(4), 753–767. https://doi.org/10.1007/s10796-017-9736-4
Petcharat, T., & Leelasantitham, A. (2021). A retentive consumer behavior assessment model of the online purchase decision-making process. Heliyon, 7(10). https://doi.org/10.1016/j.heliyon.2021.e08169
Schaffer, E. M. (2000). Turning web surfers into buyers. Interactive Week, 7(38), 126.
Shafiee, M. M., & Bazargan, N. A. (2018). Behavioral Customer Loyalty in Online Shopping: The Role of E-Service Quality and E-Recovery. Journal of Theoretical and Applied Electronic Commerce Research, 13(1), Article 1. https://doi.org/10.4067/S0718-18762018000100103
Simon, K., & Sarah, M. (2019, September 18). Ecommerce in Malaysia in 2019. DataReportal – Global Digital Insights. https://datareportal.com/reports/digital-2019-ecommerce-in-malaysia
Srinivasan, S. S., Anderson, R., & Ponnavolu, K. (2002). Customer loyalty in e-commerce: An exploration of its antecedents and consequences. Journal of Retailing, 78(1), 41–50. https://doi.org/10.1016/S0022-4359(01)00065-3
Statista. (2022, October 5). Malaysia number of internet users. Statista. https://www.statista.com/statistics/553752/number-of-internet-users-in-malaysia/
Sun, Y., Fang, S., & Hwang, Y. (2019). Investigating Privacy and Information Disclosure Behavior in Social Electronic Commerce. Sustainability, 11(12), 3311. https://doi.org/10.3390/su11123311
The Star. (2020, April 10). Malaysian households’ access to Internet rose to 90.1% end-2019. The Star. https://www.thestar.com.my/business/business-news/2020/04/10/malaysian-households-access-to-internet-rose-to-901-end-2019
Yadav, M., & Rahman, Z. (2018). The influence of social media marketing activities on customer loyalty: A study of e-commerce industry. Benchmarking: An International Journal, 25(9), 3882–3905. https://doi.org/10.1108/BIJ-05-2017-0092
Yin, W., & Xu, B. (2021). Effect of online shopping experience on customer loyalty in apparel business-to-consumer ecommerce. Textile Research Journal, 91(23-24), 2882–2895. https://doi.org/10.1177/00405175211016559
Yoo, M., & Bai, B. (2013). Customer Loyalty Marketing Research: A comparative approach between hospitality and Business Journals. International Journal of Hospitality Management, 33, 166–177. https://doi.org/10.1016/j.ijhm.2012.07.009
Zatalini, M.A., & Pamungkas, T.N., (2017). Exploring the success factors of e-CRM implementation on B2C e-commerce: Satisfaction and loyalty a conceptual framework. Jurnal Ekonomi Bisnis, 22(2), 94-106
LICENSE OF PUBLISHING RIGHTS
I hereby grant to the Journal exclusive publishing and distribution license in the manuscript identified above and any tables, illustrations or other material submitted for publication as part of the manuscript (the “Article”) in print, electronic and all other media (whether now known or later developed), in any form, in all languages, throughout the world, for the full term of copyright, and the right to license others to do the same, effective when the article is accepted for publication. This license includes the right to enforce the rights granted hereunder against third parties. Supplemental Materials With respect to Supplemental Materials that I wish to make accessible through a link in the Article or on a site or through a service of the Journal, the Journal shall be entitled to publish, post, reformat, index, archive, make available and link to such Supplemental Materials on a non-exclusive basis in all forms and media (whether now known or later developed), and permit others to do so. “Supplemental Materials” shall mean additional materials that are not an intrinsic part of the Article, including but not limited to experimental data, e-components, encodings and software, and enhanced graphical, illustrative, video and audio material.
SCHOLARLY COMMUNICATIONS RIGHTS
I understand that I retain the copyright in the Article and that no rights in patents, trademarks or other intellectual property rights are transferred to the Journal. As the author of the article, I understand that I shall have: (i) the same rights to reuse the Article as those allowed to third party users of the Article under the CC-BY-NC-ND license, as well as (ii) the right to use the Article in a subsequent compilation of my works or to extend the Article to book-length form, to include the article in a thesis or dissertation, or otherwise to use or re-use portions or excerpts in other work, for both commercial and non-commercial purposes. Except for such uses, I understand that the license of publishing rights I have granted to the Journal gives the Journal the exclusive right to make or sub-license commercial use.
The publisher will apply the Creative Commons Attribution-Noncommercial-No Derivative Works 4.0 International License (CC-BY-NC-ND) to the Article where it publishes the Article in the journal on its online platforms on an Open Access basis. For further information, see http://www.elsevier.com/about/open-access/open-access-options. The CC-BY-NC-ND license allows users to copy and distribute the Article, provided this is not done for commercial purposes and further does not permit distribution of the Article if it is changed or edited in any way, and provided the user gives appropriate credit (with a link to the formal publication through the relevant DOI), provides a link to the license, and that the licensor is not represented as endorsing the use made of the work.
The full details of the license are available at https://creativecommons.org/licenses/by-nc-nd/4.0/.
Articles may sometimes be accepted for publication but later rejected in the publication process, even in some cases after public posting in “Articles in Press” form, in which case all rights will revert to the author (see http://www.elsevier.com/locate/withdrawalpolicy).
REVISIONS AND ADDENDA
I understand that no revisions, additional terms or addenda to this License Agreement can be accepted without the Journal’s express written consent.
I understand that this License Agreement supersedes any previous agreements I have entered into with the Journal in relation to the Article from the date hereof.
The publisher shall publish and distribute the Article with the appropriate copyright notice.
AUTHOR REPRESENTATIONS/ETHICS AND DISCLOSURE
I affirm the Author Representations noted below and confirm that I have reviewed and complied with the relevant Instructions to Authors, Ethics in Publishing policy, Declarations of Interest disclosure and information for authors from countries affected by sanctions (Iran, Cuba, Sudan, Burma, Syria, or Crimea). Please note that some journals may require that all co-authors sign and submit Declarations of Interest disclosure forms. I am also aware of the publisher’s policies with respect to retractions and withdrawal.
1. The Article I have submitted to the journal for review is original, has been written by the stated authors and has not been previously published.
2. The Article was not submitted for review to another journal while under review by this journal and will not be submitted to any other journal.
3. The Article and the Supplemental Materials do not infringe any copyright, violate any other intellectual property, privacy or other rights of any person or entity, or contain any libellous or other unlawful matter.
4. I have obtained written permission from copyright owners for any excerpts from copyrighted works that are included and have credited the sources in the Article or the Supplemental Materials.
5. Except as expressly set out in this License Agreement, the Article is not subject to any prior rights or licenses and, if my or any of my coauthors’ institution has a policy that might restrict my ability to grant the rights required by this License Agreement (taking into account the Scholarly communication rights permitted hereunder), a written waiver of that policy has been obtained.
6. If I and/or any of my co-authors reside in Iran, Cuba, Sudan, Burma, Syria, or Crimea, the Article has been prepared in a personal, academic or research capacity and not as an official representative or otherwise on behalf of the relevant government.
7. If I am using any personal details or images of patients, research subjects or other individuals, I have obtained all consents required by applicable law and complied with the publisher’s policies relating to the use of such images or personal information.
8. Any software contained in the Supplemental Materials is free from viruses, contaminants or worms.
9. If the Article or any of the Supplemental Materials were prepared jointly with other authors, I have informed the co-author(s) of the terms of this License Agreement and that I am signing on their behalf as their agent, and I am authorized to do so.