The primary objective of this article is to present the findings of an experimental study on the use of a human-like “naturalistic” avatar (of both genders) for information presentations. The primary goal is to investigate how users' frame of mind, purchasing behavior, and satisfaction are affected by being presented with information by a naturalistic avatar that lacks expressive capabilities. Two different types of information presentations were developed and empirically tested on 48 participants, namely: (i) two dimensional static graphical and textual information presentation and (ii) non-expressive naturalistic avatar. For this comparative research study, a simplified version of the user experience model that was used in our earlier research (the EUX-DM) was selected to serve as the measurement model. Participants' perceived values of the measured qualities were found to be independent of both their own and the naturalistic avatar's gender, and the non-expressive avatar had a positive effect and a stronger encouragement on participants' intention to purchase, usage attitude, and satisfaction than other types of information presentations.

Currently, streaming applications have been widely used by users to get comfort and pleasure in life. Users communicate with each other on social media related to the activities carried out. Communication is formed online as electronic word of mouth (e-WOM) between one user to another. The data distributed was 1238 respondents using streaming applications and 324 respondents in Indonesia who had used e-wallet payments as members. The analysis data was to answer all research hypotheses using partial least squares. The data processing results show that e-WOM impacts the perceived ease of use of e-wallets by 0.408. E-WOM positively impacts the perceived usefulness of the e-wallet by 0.270. E-WOM has an impact on e-wallet payment intention of 0.190. Perceived ease of use has an effect of 0.175 and perceived usefulness of 0.259 on e-wallet payment intention. Perceived ease of use influences perceived usefulness of 0.395. Perceived ease of use and perceived usefulness impact customer satisfaction in terms of 0.157 and 0.217. Finally, it was found that e-wallet payment intention has an impact of 0.173 on customer satisfaction. The results of this study contribute to e-wallet payment users and managers building two-way and effective communication through social media so that they can quickly and accurately solve user problems. The theoretical contribution is to enrich the theory of marketing behavior and technology acceptance models in electronic commerce.

The rapid development of e-commerce in Indonesia makes the competition in this business increasingly fierce. This study aims to determine and analyze the effect of e-service quality, e-word of mouth (e-WOM), customer trust on customer satisfaction on e-commerce customers in Indonesia, then the study aims to determine and analyze the effect of e-service quality, e-word of mouth (e-WOM), customer trust and customer satisfaction on the repurchase intention of e-commerce customers in Indonesia. The study also aims to determine and analyze the mediating role of customer satisfaction on the relationship between e-service quality, e-word of mouth (e-WOM), and customer trust in repurchase intentions. The research is quantitative by distributing questionnaires to respondents; the sample collection method is purposive sampling. The number of samples used was 344 e-commerce consumers from Shopee, Tokopedia, Lazada, and Bukalapak throughout Indonesia. Data processing is applied by using the SmartPLS 3 Structural Equation Modelling (SEM) method. The results of this study indicate that there was a positive and significant effect of e-service quality on customer satisfaction, there was a positive and significant effect of e-WOM on customer satisfaction, customer trust had a positive and significant impact on customer satisfaction, e-service quality had no significant effect on purchase intention, e-WOM had a positive and significant effect on repurchase intention, customer trust had no significant effect on repurchase intention, e-service quality had a positive and significant effect on repurchase intention through customer satisfaction, e-WOM had a positive and significant effect on repurchase intention through customer satisfaction, customers trust had a positive and significant impact on repurchase intention through customer satisfaction.

This study aims to explain the effect of service quality on satisfaction, service quality on trust, service quality on loyalty, satisfaction on loyalty and trust on loyalty. The population in this study are all consumers who have made transactions at an Indonesian marketplace, Shopee.co.id. The number of respondents used as a sample is 300 respondents. The results showed a significant influence between variables in the four interaction effects, namely service quality on satisfaction, service quality on trust, satisfaction with loyalty, and trust in loyalty. Meanwhile the insignificant effect was service quality on loyalty, the results of the total effect calculation also showed that Trust is a mediating variable between service quality and loyalty. marketing stimuli that can be carried out include maintaining cash on delivery services to increase customer trust, optimizing customer satisfaction through service improvement, providing more organized information so that consumers are easier and more comfortable in transacting, providing a 'tracking order' stage for customers, so that customers can monitor the progress of product orders. For further research, it is hoped that it can develop more variables under study and make comparisons of other e-commerce both in Indonesia and internationally.

The loyalty of the customers is very important for the survival of the organizations. Therefore, the prime objective of the present study was to examine the effect of sensory factors namely visual factors, auditory factors, and touch factors on customer satisfaction and loyalty. For this purpose, data were collected from the respondents of restaurants in the UAE in the form of survey questionnaires. A convenience sampling technique was adopted for this purpose. The usable response rate from the data collected was 75.78%. For the analysis of the data gathered PLS-SEM was used for which smart PLS was used as the tool to examine the data. The findings of the study revealed that visual factors play a very important role in developing customer satisfaction and loyalty. The same was the findings regarding the positive role of the other two sensory factors. Moreover, the mediating role of customer satisfaction was also confirmed in the present study. The gaps filled by the study are mentioned and discussed. These results can be used by academicians and policymakers as well.

The current research main purpose is to examine the effect of digital marketing on both value creation and customer satisfaction. The literature was reviewed for the relevant existing studies to address the knowledge gap that has not been fulfilled before by a proposed integrative model. A quantitative research approach was used in this study to investigate the hypothesized proposed model with a survey questionnaire to collect data from the sample of customers of telecommunication firms operating in Jordan. The instrument was developed and customized to achieve the research objectives. With a total of 315 valid and complete returned questionnaires, the research has analyzed the data collected by using the PLS-SEM approach to run the essential analysis procedures and test the hypothesized statements. The results showed a significant and positive effect of digital marketing on both value creation and customer satisfaction. The research would contribute to providing more understanding of the issues related to this topic and filling research gaps and provide some new knowledgeable and theoretical research implications.

Digitization has had a profound impact on changing consumer behavior and the reorientation of online services by service providers in both the public and private sectors. This includes the use of information and communication technology and the internet adopted in the public sector largely known as e-government, which intensifies the use of websites to bridge the relationship between public institutions and users. The purpose of the study was to analyze the effect of e-service quality on user loyalty through user satisfaction of public service websites. The study was conducted on 250 users of public service websites in Indonesia. The analytical tool used is Structural Equation Modeling with the help of AMOS software. The study found that the quality of e-service has a significant effect on user satisfaction and user loyalty, user satisfaction has a significant effect on user loyalty, and user satisfaction partially mediates the effect of e-service quality on user loyalty. The results of the study underscore the importance of improving the quality of e-government through e-quality services, especially in government organizations to provide opportunities for the public and the private sector to access government services with integrated services efficiently through the use of the internet and online channels.

This paper presents an empirical investigation to determine important factors influencing on customer satisfaction in after-sales service network of automotive industry. The study designs two questionnaires, one for measuring the quality of after-sales services and the other for measuring customers’ satisfaction. The study selects a sample of 265 randomly selected customers out of 850 people who received the services from an automotive firm in Iran. Cronbach alpha has calculated as 0.82, which is well above the minimum desirable level. Using Spearman correlation the study has detected a positive and meaningful relationship between services and customer satisfaction (r=0.48, Sig. =0.01), a positive relationship between being responsiveness and customer satisfaction (r=0.51, Sig. =0.01) and finally a positive relationship between speed of operation customer satisfaction (r=0.45, Sig. = 0.01). Moreover, there was a positive and meaningful relationship between cost of services and customer satisfaction (r=0.68, Sig. = 0.01) and a positive relationship between quality of services of after-sales services and customer satisfaction (r = 0.61, Sig. =0.01).

This paper presents an empirical investigation on user’s satisfaction based on the expectation disconfirmation paradigm theory. The study selects a sample of 332 people from 2449 graduate students who were enrolled at the Birjand University. The study uses a questionnaire developed by Isac and Rusu (2014) [Isac, F. L., & Rusu, S. (2014). Theories of user’s satisfaction and the operationalization of the expectation disconfirmation paradigm. Economic series, university of Targu, 2 (1), 82-88.]. Using path analysis, the study has determined that perceived usefulness and personal experience had the highest impact on users’ satisfaction in electronic library usage. In addition, there was a negative relationship between user interface and users’ satisfaction.

Numerous studies have been conducted on individual and organizational adoption of social media, and many of these studies were conducted in advanced economies by focusing on large corporations. This study addresses the gap by examining the use of social media by SMEs in West Africa, notably Nigeria. Using a structured questionnaire, 682 small business owners were questioned regarding their thoughts on social media adoption: cost, privacy, convenience, and quality of service. The PLS-SEM result reveals a structural relationship between social media adoption and SME performance. Due to the substantial change in operations induced by COVID-19, enterprises are increasing their involvement in social media marketing to improve performance, and the competence of social media strengthens the effect on customer satisfaction.