ASSESSING REVIEW CONSISTENCY, PRODUCT INFORMATION QUALITY, AND ONLINE IMPULSIVE BUYING TENDENCY: THE MEDIATING PATHWAY OF CUSTOMER ENGAGEMENT

Luciana Alriani Toding, Kevin Wirawan, Novyanti Gaitedy, Siti Fadilah Syarif, Ayumi Elizabeth Pricillia Willar, Elia Ardyan

Abstract

This study examines the influence of review consistency and product information quality on customer engagement and impulsive buying tendencies. The participants in this study consisted of 57 individuals who spontaneously bought on a live-streaming platform. The analytical technique employed in this study is Structural Equation Modeling - Partial Least Squares (SEM-PLS), and the data processing is conducted using WarpPls version 8. The findings of this study suggest that maintaining consistency in reviews and ensuring high-quality of product information might enhance consumer involvement. Additional findings indicate that client contact has the potential to enhance consumers' inclination towards impulsive buying. An important management conclusion of this study is that organizations must guarantee the accuracy, comprehensiveness, and clarity of the product information they supply. This will help to enhance customer engagement and promote impulsive purchase behavior.

Full Text:

PDF

References

Aghakhani, N., Oh, O. G., & al, D. G. e. (2021). Online Review Consistency Matters: An Elaboration Likelihood Model Perspective. Inf Syst Front 23, 1287-1310. doi:10.1007/s10796-020-10020-7

Bowden, J. L.-H. (2014). The Process of Customer Engagement: A Conceptual Framework. Journal of Marketing Theory and Practice, 17(1), 63-74. doi:10.2753/mtp1069-6679170105

Dessart, L., Veloutsou, C., & Morgan-Thomas, A. (2016). Capturing consumer engagement: duality, dimensionality and measurement. Journal of Marketing Management, 32, 399-426. doi:10.1080/0267257x.2015.1130738

Dewi, A. A., Nurrohmah, I., Sahadi, N., Sensuse, D. I., & Noprison, H. (2017). Analysing the critical factors influencing consumers' e-impulse buying behavior. International COnference on Advanced Computer Science and Information Systems. doi:10.1109/ICACSIS.2017.8355016

Do, H. N., Shih, W., & Ha, Q. A. (2020). Effects of mobile augmented reality apps on impulse buying behavior: An investigation in the tourism field. Heliyon. doi:10.1016/j.heliyon.2020.e04667

Doorn, J. v., Lemon, K. N., Mittal, V., Nass, S., Pick, D., Pirner, P., & Verhoef, P. C. (2010). Customer Engagement Behavior: Theoretical Foundations and Research Directions. Journal of Service Research, 13(3), 253-266. doi:10.1177/1094670510375599

Fitri, A. N., & Mujiasih, E. (2021). Hubungan antara customer engagement dengan pembelian impulsif produk kosmetik korea pada mahasiswa di fakultas psikologi universitas diponegoro. Jurnal Empati, 10(6), 409-413.

Floyd, K., Freling, R., Alhoqail, S., Cho, H. Y., & Freling, T. (2014). How Online Product Reviews Affect Retail Sales: A Meta-analysis. Journal of Retailing, 90(2), 217-232. doi:10.1016/j.jretai.2014.04.004

Habib, M. D., & Qayyum, A. (2018). Cognitive Emotion Theory and Emotion-Action Tendency in Online Impulsive Buying Behavior. Journal of Management Sciences, Geist Science, Iqra University, Faculty of Business Administration, 5(1), 86-99.

Harmeling, C. M., Moffett, J. W., Arnold, M. J., & Carlson, B. D. (2016). Toward a theory of customer engagement marketing. J. of the Acad. Mark. Sci 45, 312-335. doi:10.1007/s11747-016-0509-2

He, C., Yu, M.,, Shi, L., & Jia, W. (2023). Research on consumer information processing and purchase intention of live streaming: Integrating elaboration likelihood model and ABC attitude model. Paper presented at the the 2023 3rd International Conference on Enterprise Management and Economic Development.

Hinsch, C., Felix, R., & Rauschnabel, P. A. (2020). Nostalgia beats the wow-effect: Inspiration, awe and meaningful associations in augmented reality marketing. Journal of Retailing and Consumer Services, 53. doi:10.1016/j.jretconser.2019.101987

Hongjoyo, R. L. Y., Mangantar, M., & Arie, F. V. (2020). Analysis of e-trust, perceived risk, and information quality influences toward customer purchasing decisions of shopee. Jurnal EMBA, 10(1), 548-556. doi:10.35794/emba.v10i1.38236

Iryani, N., & Fauzan, T. R. (2023). Pemasaran Digital Melalui Fitur Live pada Platform Marketplace Terhadap Pengembangan Bisnis. Jurnal Manajemen, 13(2). doi:10.30656/jm.v13i2.7693

Islami, C. D., & Susanto. (2024). Pengaruh live streaming, kualitas produk, dan citra merek terhadap keputusan pembelian onlineshop. Jurnal Ilmiah Bidang Ilmu Ekonomi, 22(2), 215-226.

Isstianto, S., Rahmawan, G., & Ardyan, E. (2011). Pengaruh Service Quality dan Perceive Value Pada Loyalitas Konsumen DEngan Kepuasan dan Kepercayaan SEbagai Variabel Antara (Studi Pada Konsumen Indomaret di Wilayah Surakarta. Graduasi, 26(November), 81-90.

Jiang, Y., & Cai, H. (2021). The Impact of Impulsive Consumption on Supply Chain in the Live-Streaming Economy. IEEE Access, 9. doi:10.1109/ACCESS.2021.3068827

Kim, Y. A., & Srivastava, J. (2007). Impact of Social Influence in E-Commerce Decision Making. doi:10.1145/1282100.1282157

Kumar, V., Aksoy, L., Donkers, B., Venkatesan, R., Wiesel, T., & Tillmanns, S. (2010). Undervalued or overvalued customers: Capturing total customer engagement value. Journal of Service Research, 13(3), 297-310. doi:10.1177/1094670510375602

Lee, C.-H., & Chen, C.-W. (2021). uying Behaviors in Live Streaming Commerce Based on the Stimulus-Organism-Response Framework. Information Technology and Consumer Behavior: Challenges and Opportunities. doi:10.3390/info12060241

Lehoux, C., Gobeil, M.-H., Lefèbvre, A.-A., Maziade, M., & Roy, M.-A. (2009). The FIve-Factor Structure of the PANSS: A Critical Review of its Consistency Across Studies. Clinical Schizophrenia & Related Psychoses, 3(2), 103-110. doi:10.3371/CSRP.3.2.5

Lin, S., Tseng, H., Shirazi, F., Hajli, N., & Tsai, P. (2022). Exploring factors influencing impulse buying in live streaming shopping: a stimulus-organism-response (SOR) perspective. Asia Pacific of Marketing Logistic, 35(6), 1383-1403.

Luo, X., Cheah, J.-H., Hollebeek, L. D., & Lim, X.-J. (2024). Boosting customers’ impulsive buying tendency in live-streaming commerce: The role of customer engagement and deal proneness. Journal of Retailing and Consumer Services, 77. doi:10.1016/j.jretconser.2023.103644

Mada, T., & Prabayanti, H. R. (2024). Pengaruh live streaming shopping oleh influencer terhadap keputusan pembelian di tiktok shop. Commercium. https://ejournal.unesa.ac.id/index.php/Commercium/article/download/58930/45859/, 8(1), 87-97.

Maria, I., Wijaya, V., & Keni, K. (2021). Pengaruh information quality dan service quality terhadap perceived value dan konsekuensinya terhadap customer engagement behavior intention (studi pada social commerce Instagram). Jurnal Muara Ilmu Ekonomi dan Bisnis, 5(2), 321-334. doi:10.24912/jmieb.v5i2.12276

McKnight, D. H., Lankton, N. K., Nicolaou, A., & Price, J. (2017). Distinguishing the effects of B2B information quality, system quality, and service outcome quality on trust and distrust. Journal of Strategic Information System, 26(2), 118-141.

Molinillo, S., Anaya-S´ anchez, R., & Li´ebana-Cabanillas, F. (2020). Analyzing the effect of social support and community factors on customer engagement and its impact on loyalty behaviors toward social commerce websites. Computer Human Behavior, 108(July), 105980. doi:10.1016/j.chb.2019.04.004

Purwadhana, & J, B. (2019). Hubungan antara customer engagement melalui instagram dengan intensi membeli produk pada mahasiswa Fakultas Psikologi Universitas Diponegoro.

QihangQiu, Zuo, Y., & Zhang, M. (2021). Can Live Streaming Save the Tourism Industry from a Pandemic? A Study of Social Media. ISPRS Int. J. Geo.Inf. doi:10.3390/ijgi10090595

Quaschning, S., Pandelaere, M., & Vermeir, I. (2014). When Consistency Matters: The Effect of Valence Consistency on Review Helpfulness. Journal of Computer-Mediated Communication, 20(2), 136 - 152. doi:10.1111/jcc.12106

Thakur, R. (2018). Customer engagement and online reviews. Journal of Retailing and Consumer Services, 41, 48-59. doi:10.1016/j.jretconser.2017.11.002

Wilson, T. D., Dunn, D. S., Bybyee, J. A., Hyman, D. B., & Rotondo, J. A. (1984). Effects of analyzing reasons on attitude-behavior consistency. Journal of Personality and Social Psychology, 47(1), 5-16. doi:10.11037/0022-3514.47.1.5

Zeng, Q., Guo, Q., Zhuang, W., Zhang, Y., & Fan, W. (2022). Do real-time reviews matter? Examining how bullet screen influences consumers’ purchase intention in live streaming commerce. Inf. Syst. Front(1-17).

Zhang, K. Z. K., Xu, H., Zhao, S., & Yu, Y. (2018). Online reviews and impulse buying behavior: the role of browsing and impulsiveness. Internet Research, 28(3), 522-543. doi:10.1108/IntR-12-2016-0377

Zhang, L., Sethi, S., & Zhang, Y. (2021). Seeing is Believing: Does Live Streaming E-Commerce Make Brands More Shoppable?.

Zhao, Y., Li, Y., , Wang, N., Zhou, R., & Luo, X. R. (2022). A Meta-Analysis of Online Impulsive Buying and the Moderating Effect of Economic Development Level. Inf Syst Front. 24(5), 1667-1688. doi:10.1007/s10796-021-10170-4

Refbacks

  • There are currently no refbacks.