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PERCEPTIONS OF TECHNICAL AND SOCIAL PRESENCE TOWARDS CUSTOMERS TRUST AND VALUE: CLICK-AND-BRICK VERSUS PURE-CLICK RETAILERS

ASEAN Marketing Journal

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Title PERCEPTIONS OF TECHNICAL AND SOCIAL PRESENCE TOWARDS CUSTOMERS TRUST AND VALUE: CLICK-AND-BRICK VERSUS PURE-CLICK RETAILERS
 
Creator Joshua Jeffrey Kurniawan; Department of Management, Universitas Indonesia
Adrian Achyar; Department of Management, Universitas Indonesia
 
Subject e-commerce, web-features, perceived trust, perceived value
 
Description Manuscript type: EmpiricalResearch Aims: Sellers/retailers understand that there is always a risk behind the online interaction (e.g., anonymity or proximity) and respond with the multi-platform commercial channel (click-and-brick). The click-and-brick (multi-channel) retailers gain, relatively, an immense prominence and rivalry from the pure-click (single-channel) retailers as the consequences. The present study attempts to measure the impacts of both retailers' (multi & single) web-features on trust & value perceptions.Design: Utilizing structural equation modelling, the current study recruited 565 experienced respondents to provide primary data.Research Findings: These empirical findings/evidence provide one, among several others, insight (recommendation) to pure-click retailers in developing and promoting offline presence thus weathering the competition from multi-channel retailers.Theoretical Contribution: Authors proposed online loyalty construct into the online consumer behaviour. However, they ultimately concluded that the employed e-service features produced insignificant influence on the patron’s e-loyalty. Instead of the e-loyalty variable, the perceived value construct is introduced in the recent study.Research Limitation: The limitation of present study originates from the research scope which revolves around customer's perception on real-life retailer's brand. The question remains if the retailer's unresolved negative performance could overwrite the perceived value and make them prone to brand-switching. 
 
Publisher Management Research Center, Department of Management, Faculty of Economics and Business, U
 
Contributor —
 
Date 2019-12-20
 
Type Peer-reviewed Article
 
Format application/pdf
 
Identifier http://journal.ui.ac.id/index.php/amj/article/view/11485
 
Source ASEAN Marketing Journal; Vol 11, No 1 (2019): June 2019 (In-Press)
 
Language en