Ardyan, Elia Does customers’ attitude toward negative eWOM affect their panic buying activity in purchasing products? Customers satisfaction during COVID-19 pandemic in Indonesia. Does customers’ attitude toward negative eWOM affect their panic buying activity in purchasing products? Customers satisfaction during COVID-19 pandemic in Indonesia.
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1. Does customers attitude toward negative eWOM affect their panic buying activity in purchasing products Customers satisfaction during COVID 19.pdf Restricted to Repository staff only Download (1MB) |
Abstract
Concerning the effect of the 2019 coronavirus novel (COVID-19) pandemic on the global economic situation, this study examines the impact of customer attitudes toward negative Electronic Word of Mouth (eWOM) in their panic buying activities and switching barriers on customer satisfaction. This study also used the Rational Choice Theory approach as a foundation to explain the current situation in Indonesia regarding customer purchasing decisions and satisfaction. The questionnaires were distributed online to 691 consumers in various cities in Indonesia. Data were analyzed using Partial Least Square Structural Equation Modeling (PLS-SEM). The results of this study indicate that the attitudes toward negative eWOM have an impact on increasing panic buying activity and brand switching. Finally, the relationship between buying activity as well as brand switching toward customer satisfaction has significance. The conclusions drawn in this study will contribute to studies or research regarding Rational Choice Theory
Item Type: | Article |
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Subjects: | H Social Sciences > H Social Sciences (General) |
Divisions: | Faculty of Engineering, Science and Mathematics > School of Electronics and Computer Science |
Depositing User: | Admin Repository UIBS |
Date Deposited: | 21 Mar 2023 07:36 |
Last Modified: | 21 Mar 2023 07:36 |
URI: | https://repository.uniba.ac.id/id/eprint/706 |
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