Home / Regular Issue / JTAS Vol. 27 (3) Sep. 2019 / JSSH(S)-0949-20

 

The Effect of E-WOM and Structural Assurances Mediated by Guanxi towards Customer Behavioral Loyalty

Robertus Nugroho Perwiro Atmojo, Dyah Budiastuti, Bahtiar Saleh Abbas and Raymond Kosala

Pertanika Journal of Tropical Agricultural Science, Volume 27, Issue 3, September 2019

Keywords: E-business, e-commerce, e-image, management information systems, online purchase intention, price premium

Published on: 13 September 2019

In this study, we found that Structural Assurances had positive and significant direct effect on guanxi formation and it had positive and significant indirect effect toward customer loyalty behavior. We also found the facts that e-WoM had a positive and significant direct effect on guanxi formation. Where e-WoM at once had a positive and significant indirect impact on the occurrence of behavioral customer loyalty. In the end, the results of this study indicated that guanxi positively and significantly influenced the occurrence of customer loyalty behavioral when conducting E-Commerce transactions in Indonesia.

ISSN 1511-3701

e-ISSN 2231-8542

Article ID

JSSH(S)-0949-20

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