/jurnalpengurusan Fri, 28 Nov 2025 08:38:29 +0000 en-US hourly 1 https://wordpress.org/?v=6.9.1 /jurnalpengurusan/article/e-fulfilment-affecting-e-loyalty-mediated-by-e-satisfaction-and-e-trust-in-digital-landscape/?utm_source=rss&utm_medium=rss&utm_campaign=e-fulfilment-affecting-e-loyalty-mediated-by-e-satisfaction-and-e-trust-in-digital-landscape Fri, 28 Nov 2025 08:00:44 +0000 /jurnalpengurusan/?post_type=article&p=7920 In the digital age, e-fulfilment significantly influences e-loyalty in e-commerce. This study investigates the impact of e-fulfilment, including order accuracy, delivery timeliness, and inventory availability, on e-loyalty among e-commerce users in Malaysia. Using data from 785 respondents, Partial Least Squares Structural Equation Modelling (PLS-SEM) was employed to examine the relationships between e-fulfilment, e-trust, e-satisfaction, and e-loyalty. The findings reveal that e-fulfilment has a direct positive effect on e-loyalty. Additionally, e-trust and e-satisfaction significantly mediate the relationship between e-fulfilment and e-loyalty, underscoring their crucial roles in driving customer loyalty. In the e-commerce setting, the results illustrate the vital contribution of reliable and efficient fulfilment processes in fostering long-term loyalty through customer satisfaction and trust. E-commerce businesses must optimise their e-fulfilment strategies to increase satisfaction and trust in maintaining a competitive edge in the digital marketplace.

]]> /jurnalpengurusan/article/relationship-quality-and-e-loyalty-towards-online-travel-agency-ota-social-exchange-theory-perspective/?utm_source=rss&utm_medium=rss&utm_campaign=relationship-quality-and-e-loyalty-towards-online-travel-agency-ota-social-exchange-theory-perspective Sun, 09 Oct 2022 18:24:00 +0000 /jurnalpengurusan/?post_type=article&p=4700 Drawing from the social exchange theory, the study extends the merits model of ICTR and examine the correlation of communication, transaction, and relational on relationship quality and e-loyalty towards the online travel agency (OTA). The data for the present study were collected from 190 tourists in Sabah, Malaysia. For our data purification and paths analysis, we employed structural equation modeling using PLS-SEM. The initial analysis of the current framework produces strong nomological validity. The path-coefficient analysis indicates that all dimensions of communication, transaction and relational have strong correlations as reliable antecedents for both trust and satisfaction. Correspondingly, the findings indicate that both of our latent constructs of relationship quality positively influence consumers’ sense of e-loyalty towards OTA. The bootstrapping analysis also offers credence on the relationship quality of trust and satisfaction as a significant mediator for e-loyalty. Limitations and recommendations for future research are also discussed and noted.

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