Does customers’ attitude toward negative eWOM affect their panic buying activity in purchasing products? Customers satisfaction during COVID-19 pandemic in Indonesia

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...

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Autores principales:	Elia Ardyan, Daniel Kurniawan, Istiatin Istiatin, Luhgiatno Luhgiatno
Formato:	article
Lenguaje:	EN
Publicado:	Taylor & Francis Group 2021
Materias:	covid-19 attitudes toward negative ewom customer panic buying activity brand switching customer satisfaction Business HF5001-6182 Management. Industrial management HD28-70
Acceso en línea:	https://doaj.org/article/0d3f61578ede471a8cc3c252c791c8be
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spelling	oai:doaj.org-article:0d3f61578ede471a8cc3c252c791c8be2021-12-02T17:55:33ZDoes customers’ attitude toward negative eWOM affect their panic buying activity in purchasing products? Customers satisfaction during COVID-19 pandemic in Indonesia2331-197510.1080/23311975.2021.1952827https://doaj.org/article/0d3f61578ede471a8cc3c252c791c8be2021-01-01T00:00:00Zhttp://dx.doi.org/10.1080/23311975.2021.1952827https://doaj.org/toc/2331-1975Concerning 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.Elia ArdyanDaniel KurniawanIstiatin IstiatinLuhgiatno LuhgiatnoTaylor & Francis Grouparticlecovid-19attitudes toward negative ewomcustomer panic buying activitybrand switchingcustomer satisfactionBusinessHF5001-6182Management. Industrial managementHD28-70ENCogent Business & Management, Vol 8, Iss 1 (2021)
institution	DOAJ
collection	DOAJ
language	EN
topic	covid-19 attitudes toward negative ewom customer panic buying activity brand switching customer satisfaction Business HF5001-6182 Management. Industrial management HD28-70
spellingShingle	covid-19 attitudes toward negative ewom customer panic buying activity brand switching customer satisfaction Business HF5001-6182 Management. Industrial management HD28-70 Elia Ardyan Daniel Kurniawan Istiatin Istiatin Luhgiatno Luhgiatno Does customers’ attitude toward negative eWOM affect their panic buying activity in purchasing products? Customers satisfaction during COVID-19 pandemic in Indonesia
description	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.
format	article
author	Elia Ardyan Daniel Kurniawan Istiatin Istiatin Luhgiatno Luhgiatno
author_facet	Elia Ardyan Daniel Kurniawan Istiatin Istiatin Luhgiatno Luhgiatno
author_sort	Elia Ardyan
title	Does customers’ attitude toward negative eWOM affect their panic buying activity in purchasing products? Customers satisfaction during COVID-19 pandemic in Indonesia
title_short	Does customers’ attitude toward negative eWOM affect their panic buying activity in purchasing products? Customers satisfaction during COVID-19 pandemic in Indonesia
title_full	Does customers’ attitude toward negative eWOM affect their panic buying activity in purchasing products? Customers satisfaction during COVID-19 pandemic in Indonesia
title_fullStr	Does customers’ attitude toward negative eWOM affect their panic buying activity in purchasing products? Customers satisfaction during COVID-19 pandemic in Indonesia
title_full_unstemmed	Does customers’ attitude toward negative eWOM affect their panic buying activity in purchasing products? Customers satisfaction during COVID-19 pandemic in Indonesia
title_sort	does customers’ attitude toward negative ewom affect their panic buying activity in purchasing products? customers satisfaction during covid-19 pandemic in indonesia
publisher	Taylor & Francis Group
publishDate	2021
url	https://doaj.org/article/0d3f61578ede471a8cc3c252c791c8be
work_keys_str_mv	AT eliaardyan doescustomersattitudetowardnegativeewomaffecttheirpanicbuyingactivityinpurchasingproductscustomerssatisfactionduringcovid19pandemicinindonesia AT danielkurniawan doescustomersattitudetowardnegativeewomaffecttheirpanicbuyingactivityinpurchasingproductscustomerssatisfactionduringcovid19pandemicinindonesia AT istiatinistiatin doescustomersattitudetowardnegativeewomaffecttheirpanicbuyingactivityinpurchasingproductscustomerssatisfactionduringcovid19pandemicinindonesia AT luhgiatnoluhgiatno doescustomersattitudetowardnegativeewomaffecttheirpanicbuyingactivityinpurchasingproductscustomerssatisfactionduringcovid19pandemicinindonesia
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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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