How to cite this paper
Al-Dwairi, R., Shehabat, I., Zahrawi, A & Hammouri, Q. (2024). Building customer trust, loyalty, and satisfaction: The power of social media in e-commerce environments.International Journal of Data and Network Science, 8(3), 1883-1894.
Refrences
Agnihotri, R., Dingus, R., Hu, M. Y., & Krush, M. T. (2016). Social media: Influencing customer satisfaction in B2B sales. Industrial Marketing Management, 53, 172–180. https://doi.org/10.1016/j.indmarman.2015.09.003
Al-Adwan, A. S., & Sammour, G. (2020). What makes consumers purchase mobile apps: Evidence from Jordan. Journal of Theoretical and Applied Electronic Commerce Research, 16(3), 562-583.
Al-Dwairi, R. (2017). Social commerce adoption among Jordanian youth: empirical study. International Journal of Busi-ness Information Systems, 26(3), 277-296.
Al-Dwairi, R. A. D. W. A. N., & Al-Ali, O. M. A. R. (2022). The Role of Trust and Satisfaction as Mediators on Users’ Continuous Intention To Use Mobile Payments: Empirical Study. Journal of Theoretical and Applied Information Technology, 100(9), 3035-3047.
Al-Dwairi, R., Abu-Shanab, E., & Daradkeh, M. (2018). A framework for antecedents of trust in social commerce. Inter-national Journal of Enterprise Network Management, 9(3-4), 333-351.
Al-Dwairi, R., Harb, Y., & Shehabat, I. (2020). The role of social platforms in establishing brand awareness for B2C e-commerce: Empirical study. International Journal of Business Information Systems, 33(4), 488-504.
Ali, M., & Raza, S. A. (2017). Service quality perception and customer satisfaction in Islamic banks of Pakistan: the mod-ified SERVQUAL model. Total Quality Management & Business Excellence, 28(5-6), 559-577.
Ansari, M., Roshandel Arbatani, T., Nasehifar, V., & Pourhosseini, S. (2020). Commercialization Model of the Electronic Sales Using the Grounded Theory. Journal of business management, 12(2), 335-356.
Beyari, H. (2020). The role of trust and its impacts on consumer satisfaction in the context of social commerce. Journal for Research on Business and Social Science, 3(9).
Büyükdağ, N. (2021). The effect of brand awareness, brand image, satisfaction, brand loyalty and WOM on purchase in-tention: An empirical research on social media. Business & Management Studies: An International Journal, 9(4), 1380-1398.
Cartwright, S., Liu, H., & Raddats, C. (2021). Strategic use of social media within business-to-business (B2B) marketing: A systematic literature review. Industrial Marketing Management, 97, 35-58.
Cheng, F. F., Wu, C. S., & Chen, Y. C. (2020). Creating customer loyalty in online brand communities. Computers in Hu-man Behavior, 107, 105752.
Corbin, J., & Strauss, A. (2008). Basics of Qualitative Research: Techniques and Procedures for Developing Grounded Theory, 3rd ed.; Sage Publications: Thousand Oaks, CA, USA, 2008.
Dam, S. M., & Dam, T. C. (2021). Relationships between service quality, brand image, customer satisfaction, and custom-er loyalty. The Journal of Asian Finance, Economics and Business, 8(3), 585-593.
de Oliveira Santini, F., Ladeira, W. J., Pinto, D. C., Herter, M. M., Sampaio, C. H., & Babin, B. J. (2020). Customer en-gagement in social media: a framework and meta-analysis. Journal of the Academy of Marketing Science, 48, 1211-1228.
Dwivedi, Y. K., Ismagilova, E., Rana, N. P., & Raman, R. (2021). Social media adoption, usage and impact in business-to-business (B2B) context: A state-of-the-art literature review. Information Systems Frontiers, 25, 971-993.
Edelman, R. (2019). Edelman Trust Barometer Special Report: In Brands We Trust.
Edwards, J. R., & Bagozzi, R. P. (2000). On the nature and direction of relationships between constructs and measures. Psychological methods, 5(2), 155.
Gallo, A. (2014). The value of keeping the right customers. Harvard business review, 29(10), 304-309.
Glaser, B. G., & Strauss, A. L. (1967). The Discovery of Grounded Theory: Strategies for Qualitative Research (Grounded Theory). Taylor & Francis eBooks DRM Free Collection.
Guesalaga, R. (2016). The use of social media in sales: Individual and organizational antecedents, and the role of customer engagement in social media. Industrial marketing management, 54, 71-79.
Hammouri, Q., & Abu-Shanab, E. (2017, May). The antecedents of trust in social commerce. In 2017 8th International Conference on Information Technology (ICIT) (pp. 648-652). IEEE.
Hammouri, Q., Al-Gasawneh, J. A., Nusairat, N. M., Aloqool, A., Al-Amayreh, E., & Anuar, M. M. (2023a, March). Em-powering SMEs using New Forms of Digital Innovation: An Empirical Study on Fashion and Clothing Sector. In 2023 International Conference on Business Analytics for Technology and Security (ICBATS) (pp. 1-5). IEEE.
Hammouri, Q., Al-Gasawneh, J. A., Nusairat, N. M., Hanandeh, A., & Barakat, S. (2021). The determinants of trust and its influence on online buying intention: an empirical study on social commerce in Jordan. Annals of the Romanian Socie-ty for Cell Biology, 4522-4539.
Hammouri, Q., Aloqool, A., Saleh, B., Aldossary, H., Frejat, S., Halim, M., ... & Darawsheh, S. (2023b). An empirical in-vestigation on acceptance of e-wallets in the fintech era in Jordan: Extending UTAUT2 model with perceived trust. International Journal of Data and Network Science, 7(3), 1249-1258.
Hammouri, Q., Altaher, A., Al-Gasawneh, J., Rabaai, A., Aloqool, A., & Khataybeh, H. (2022). Understanding the deter-minants of digital shopping features: The role of promo code on customer behavioral intention. International Journal of Data and Network Science, 6(3), 641-650.
Hanandeh, A., Kilani, Q., Alserhan, A., Khasawneh, Z., Hijazin, A., Nahleh, I., & Hammouri, Q. (2023). E-marketing, EWOM, and social media influencers' effects on Intention to purchase and custom-er’s happiness at Amman Stock Ex-change. International Journal of Data and Network Science, 7(4), 1921-1928.
Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the academy of marketing science, 43, 115-135.
Jahanshahi, A. A., Gashti, M. A. H., Mirdamadi, S. A., Nawaser, K., & Khaksar, S. M. S. (2011). Study the effects of cus-tomer service and product quality on customer satisfaction and loyalty. International Journal of Humanities and Social Science, 1(7), 253-260.
Juntunen, M., Ismagilova, E., & Oikarinen, E. L. (2020). B2B brands on Twitter: Engaging users with a varying combina-tion of social media content objectives, strategies, and tactics. Industrial Marketing Management, 89, 630-641.
Kandampully, J., Zhang, T. C., & Bilgihan, A. (2015). Customer loyalty: a review and future directions with a special fo-cus on the hospitality industry. International Journal of Contemporary Hospitality Management, 27(3), 379-414.
Lawrence, J. E., & Tar, U. A. (2018). Factors that influence teachers’ adoption and integration of ICT in teaching/learning process. Educational Media International, 55(1), 79-105.
Leninkumar, V. (2017). The relationship between customer satisfaction and customer trust on customer loyalty. Interna-tional Journal of Academic Research in Business and Social Sciences, 7(4), 450-465.
Liao, S. H., Chung, Y. C., Hung, Y. R., & Widowati, R. (2010, December). The impacts of brand trust, customer satisfac-tion, and brand loyalty on word-of-mouth. In 2010 IEEE international conference on industrial engineering and engi-neering management (pp. 1319-1323). IEEE.
Lim, W. M., & Rasul, T. (2022). Customer engagement and social media: Revisiting the past to inform the future. Journal of Business Research, 148, 325-342.
Liu, Y., Su, X., Du, X., & Cui, F. (2020). How social support motivates trust and purchase intentions in mobile social commerce. Revista Brasileira de Gestão de Negócios, 21, 839-860.
Ma, L., Zhang, X., & Wang, G. (2022). The impact of enterprise social media use on employee performance: A grounded theory approach. Journal of Enterprise Information Management, 35(2), 481-503.
Majeed, M., Asare, C., Fatawu, A., & Abubakari, A. (2022). An analysis of the effects of customer satisfaction and en-gagement on social media on repurchase intention in the hospitality industry. Cogent Business & Management, 9(1), 2028331.
McHugh, M. L. (2012). Interrater reliability: the kappa statistic. Biochemia medica, 22(3), 276-282.
Moh'd Al-Dwairi, R., & Al-Khataybeh, M. (2023, August). Web 2.0 Tools and Service Quality: The Key to Effective Cus-tomer Relationships in E-Commerce Environments. In 2023 International Conference on Information Technology (ICIT) (pp. 827-831). IEEE.
Nusairat, N. M., Alroale, M. A., Al Qeed, M., Al-Gasawneh, J. A., Hammouri, Q., Ahmad, A., & Abdellatif, H. (2021). User-generated content-consumer buying intentions nexus: the mediating role of brand image. Academy of Strategic Management Journal, 20(4), 1-12.
Pappas, O. I., G. Pateli, A., N. Giannakos, M., & Chrissikopoulos, V. (2014). Moderating effects of online shopping expe-rience on customer satisfaction and repurchase intentions. International Journal of Retail & Distribution Management, 42(3), 187-204.
Prasilowati, S. L., Suyanto, S., Safitri, J., & Wardani, M. K. (2021). The impact of service quality on customer satisfac-tion: The role of price. The Journal of Asian Finance, Economics and Business, 8(1), 451-455.
Rahim, A. G., Ignatius, I. U., & Adeoti, O. E. (2012). Is customer satisfaction an indicator of customer loyalty?.
Ramanathan, U., Williams, N. L., Zhang, M., Sa-nguanjin, P., Garza-Reyes, J. A., & Borges, L. A. (2020). A new perspec-tive of e-trust in the era of social media: insights from customer satisfaction data. IEEE Transactions on Engineering Management, 69(4), 1417-1431.
Romadhoni, B., Akhmad, A., Naldah, N., & Rossanty, N. P. E. (2023). Purchasing Decisions Effect of Social Media Mar-keting, Electronic Word of Mouth (eWOM), Purchase Intention. Journal of Accounting and Finance Manage-ment, 4(1), 74-86.
Segoro, W., & Limakrisna, N. (2020). Model of customer satisfaction and loyality. Utopía y Praxis Latinoamericana, 25(1), 166-175.
Shokouhyar, S., Shokoohyar, S., & Safari, S. (2020). Research on the influence of after-sales service quality factors on customer satisfaction. Journal of Retailing and Consumer Services, 56, 102139.
Suharto, S., Junaedi, I., Muhdar, H., Firmansyah, A., & Sarana, S. (2022). Consumer loyalty of Indonesia e-commerce SMEs: the role of social media marketing and customer satisfaction. International Journal of Data and Network Sci-ence, 6(2), 383-390.
Tseng, H. T., Shanmugam, M., Magalingam, P., Shahbazi, S., & Featherman, M. S. (2022). Managing enterprise social media to develop consumer trust. British Food Journal, 124(12), 4626-4643.
Turban, E., Volonino, L., & R WOOD, G. R. E. G. O. R. Y. (2013). Information Technology for Management Advancing Sustainable, Profitable Business Growth. by John Wiley & Sons, Inc. All rights reserved.
Venkatesh, V., Brown, S. A., & Bala, H. (2013). Bridging the qualitative-quantitative divide: Guidelines for conducting mixed methods research in information systems. MIS quarterly, 37(1), 21-54.
Wiesche, M., Jurisch, M. C., Yetton, P. W., & Krcmar, H. (2017). Grounded theory methodology in information systems research. MIS quarterly, 41(3), 685-A9.
Yadav, M. K., & Rai, A. K. (2015). Exploring the relational impact of service quality on customer satisfaction. Ushus Journal of business management, 14(4), 17-31.
Zhang, Y., Liu, Y., Li, W., Peng, L., & Yuan, C. (2020). A study of the influencing factors of mobile social media fatigue behavior based on the grounded theory. Information Discovery and Delivery, 48(2), 91-102.
Al-Adwan, A. S., & Sammour, G. (2020). What makes consumers purchase mobile apps: Evidence from Jordan. Journal of Theoretical and Applied Electronic Commerce Research, 16(3), 562-583.
Al-Dwairi, R. (2017). Social commerce adoption among Jordanian youth: empirical study. International Journal of Busi-ness Information Systems, 26(3), 277-296.
Al-Dwairi, R. A. D. W. A. N., & Al-Ali, O. M. A. R. (2022). The Role of Trust and Satisfaction as Mediators on Users’ Continuous Intention To Use Mobile Payments: Empirical Study. Journal of Theoretical and Applied Information Technology, 100(9), 3035-3047.
Al-Dwairi, R., Abu-Shanab, E., & Daradkeh, M. (2018). A framework for antecedents of trust in social commerce. Inter-national Journal of Enterprise Network Management, 9(3-4), 333-351.
Al-Dwairi, R., Harb, Y., & Shehabat, I. (2020). The role of social platforms in establishing brand awareness for B2C e-commerce: Empirical study. International Journal of Business Information Systems, 33(4), 488-504.
Ali, M., & Raza, S. A. (2017). Service quality perception and customer satisfaction in Islamic banks of Pakistan: the mod-ified SERVQUAL model. Total Quality Management & Business Excellence, 28(5-6), 559-577.
Ansari, M., Roshandel Arbatani, T., Nasehifar, V., & Pourhosseini, S. (2020). Commercialization Model of the Electronic Sales Using the Grounded Theory. Journal of business management, 12(2), 335-356.
Beyari, H. (2020). The role of trust and its impacts on consumer satisfaction in the context of social commerce. Journal for Research on Business and Social Science, 3(9).
Büyükdağ, N. (2021). The effect of brand awareness, brand image, satisfaction, brand loyalty and WOM on purchase in-tention: An empirical research on social media. Business & Management Studies: An International Journal, 9(4), 1380-1398.
Cartwright, S., Liu, H., & Raddats, C. (2021). Strategic use of social media within business-to-business (B2B) marketing: A systematic literature review. Industrial Marketing Management, 97, 35-58.
Cheng, F. F., Wu, C. S., & Chen, Y. C. (2020). Creating customer loyalty in online brand communities. Computers in Hu-man Behavior, 107, 105752.
Corbin, J., & Strauss, A. (2008). Basics of Qualitative Research: Techniques and Procedures for Developing Grounded Theory, 3rd ed.; Sage Publications: Thousand Oaks, CA, USA, 2008.
Dam, S. M., & Dam, T. C. (2021). Relationships between service quality, brand image, customer satisfaction, and custom-er loyalty. The Journal of Asian Finance, Economics and Business, 8(3), 585-593.
de Oliveira Santini, F., Ladeira, W. J., Pinto, D. C., Herter, M. M., Sampaio, C. H., & Babin, B. J. (2020). Customer en-gagement in social media: a framework and meta-analysis. Journal of the Academy of Marketing Science, 48, 1211-1228.
Dwivedi, Y. K., Ismagilova, E., Rana, N. P., & Raman, R. (2021). Social media adoption, usage and impact in business-to-business (B2B) context: A state-of-the-art literature review. Information Systems Frontiers, 25, 971-993.
Edelman, R. (2019). Edelman Trust Barometer Special Report: In Brands We Trust.
Edwards, J. R., & Bagozzi, R. P. (2000). On the nature and direction of relationships between constructs and measures. Psychological methods, 5(2), 155.
Gallo, A. (2014). The value of keeping the right customers. Harvard business review, 29(10), 304-309.
Glaser, B. G., & Strauss, A. L. (1967). The Discovery of Grounded Theory: Strategies for Qualitative Research (Grounded Theory). Taylor & Francis eBooks DRM Free Collection.
Guesalaga, R. (2016). The use of social media in sales: Individual and organizational antecedents, and the role of customer engagement in social media. Industrial marketing management, 54, 71-79.
Hammouri, Q., & Abu-Shanab, E. (2017, May). The antecedents of trust in social commerce. In 2017 8th International Conference on Information Technology (ICIT) (pp. 648-652). IEEE.
Hammouri, Q., Al-Gasawneh, J. A., Nusairat, N. M., Aloqool, A., Al-Amayreh, E., & Anuar, M. M. (2023a, March). Em-powering SMEs using New Forms of Digital Innovation: An Empirical Study on Fashion and Clothing Sector. In 2023 International Conference on Business Analytics for Technology and Security (ICBATS) (pp. 1-5). IEEE.
Hammouri, Q., Al-Gasawneh, J. A., Nusairat, N. M., Hanandeh, A., & Barakat, S. (2021). The determinants of trust and its influence on online buying intention: an empirical study on social commerce in Jordan. Annals of the Romanian Socie-ty for Cell Biology, 4522-4539.
Hammouri, Q., Aloqool, A., Saleh, B., Aldossary, H., Frejat, S., Halim, M., ... & Darawsheh, S. (2023b). An empirical in-vestigation on acceptance of e-wallets in the fintech era in Jordan: Extending UTAUT2 model with perceived trust. International Journal of Data and Network Science, 7(3), 1249-1258.
Hammouri, Q., Altaher, A., Al-Gasawneh, J., Rabaai, A., Aloqool, A., & Khataybeh, H. (2022). Understanding the deter-minants of digital shopping features: The role of promo code on customer behavioral intention. International Journal of Data and Network Science, 6(3), 641-650.
Hanandeh, A., Kilani, Q., Alserhan, A., Khasawneh, Z., Hijazin, A., Nahleh, I., & Hammouri, Q. (2023). E-marketing, EWOM, and social media influencers' effects on Intention to purchase and custom-er’s happiness at Amman Stock Ex-change. International Journal of Data and Network Science, 7(4), 1921-1928.
Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the academy of marketing science, 43, 115-135.
Jahanshahi, A. A., Gashti, M. A. H., Mirdamadi, S. A., Nawaser, K., & Khaksar, S. M. S. (2011). Study the effects of cus-tomer service and product quality on customer satisfaction and loyalty. International Journal of Humanities and Social Science, 1(7), 253-260.
Juntunen, M., Ismagilova, E., & Oikarinen, E. L. (2020). B2B brands on Twitter: Engaging users with a varying combina-tion of social media content objectives, strategies, and tactics. Industrial Marketing Management, 89, 630-641.
Kandampully, J., Zhang, T. C., & Bilgihan, A. (2015). Customer loyalty: a review and future directions with a special fo-cus on the hospitality industry. International Journal of Contemporary Hospitality Management, 27(3), 379-414.
Lawrence, J. E., & Tar, U. A. (2018). Factors that influence teachers’ adoption and integration of ICT in teaching/learning process. Educational Media International, 55(1), 79-105.
Leninkumar, V. (2017). The relationship between customer satisfaction and customer trust on customer loyalty. Interna-tional Journal of Academic Research in Business and Social Sciences, 7(4), 450-465.
Liao, S. H., Chung, Y. C., Hung, Y. R., & Widowati, R. (2010, December). The impacts of brand trust, customer satisfac-tion, and brand loyalty on word-of-mouth. In 2010 IEEE international conference on industrial engineering and engi-neering management (pp. 1319-1323). IEEE.
Lim, W. M., & Rasul, T. (2022). Customer engagement and social media: Revisiting the past to inform the future. Journal of Business Research, 148, 325-342.
Liu, Y., Su, X., Du, X., & Cui, F. (2020). How social support motivates trust and purchase intentions in mobile social commerce. Revista Brasileira de Gestão de Negócios, 21, 839-860.
Ma, L., Zhang, X., & Wang, G. (2022). The impact of enterprise social media use on employee performance: A grounded theory approach. Journal of Enterprise Information Management, 35(2), 481-503.
Majeed, M., Asare, C., Fatawu, A., & Abubakari, A. (2022). An analysis of the effects of customer satisfaction and en-gagement on social media on repurchase intention in the hospitality industry. Cogent Business & Management, 9(1), 2028331.
McHugh, M. L. (2012). Interrater reliability: the kappa statistic. Biochemia medica, 22(3), 276-282.
Moh'd Al-Dwairi, R., & Al-Khataybeh, M. (2023, August). Web 2.0 Tools and Service Quality: The Key to Effective Cus-tomer Relationships in E-Commerce Environments. In 2023 International Conference on Information Technology (ICIT) (pp. 827-831). IEEE.
Nusairat, N. M., Alroale, M. A., Al Qeed, M., Al-Gasawneh, J. A., Hammouri, Q., Ahmad, A., & Abdellatif, H. (2021). User-generated content-consumer buying intentions nexus: the mediating role of brand image. Academy of Strategic Management Journal, 20(4), 1-12.
Pappas, O. I., G. Pateli, A., N. Giannakos, M., & Chrissikopoulos, V. (2014). Moderating effects of online shopping expe-rience on customer satisfaction and repurchase intentions. International Journal of Retail & Distribution Management, 42(3), 187-204.
Prasilowati, S. L., Suyanto, S., Safitri, J., & Wardani, M. K. (2021). The impact of service quality on customer satisfac-tion: The role of price. The Journal of Asian Finance, Economics and Business, 8(1), 451-455.
Rahim, A. G., Ignatius, I. U., & Adeoti, O. E. (2012). Is customer satisfaction an indicator of customer loyalty?.
Ramanathan, U., Williams, N. L., Zhang, M., Sa-nguanjin, P., Garza-Reyes, J. A., & Borges, L. A. (2020). A new perspec-tive of e-trust in the era of social media: insights from customer satisfaction data. IEEE Transactions on Engineering Management, 69(4), 1417-1431.
Romadhoni, B., Akhmad, A., Naldah, N., & Rossanty, N. P. E. (2023). Purchasing Decisions Effect of Social Media Mar-keting, Electronic Word of Mouth (eWOM), Purchase Intention. Journal of Accounting and Finance Manage-ment, 4(1), 74-86.
Segoro, W., & Limakrisna, N. (2020). Model of customer satisfaction and loyality. Utopía y Praxis Latinoamericana, 25(1), 166-175.
Shokouhyar, S., Shokoohyar, S., & Safari, S. (2020). Research on the influence of after-sales service quality factors on customer satisfaction. Journal of Retailing and Consumer Services, 56, 102139.
Suharto, S., Junaedi, I., Muhdar, H., Firmansyah, A., & Sarana, S. (2022). Consumer loyalty of Indonesia e-commerce SMEs: the role of social media marketing and customer satisfaction. International Journal of Data and Network Sci-ence, 6(2), 383-390.
Tseng, H. T., Shanmugam, M., Magalingam, P., Shahbazi, S., & Featherman, M. S. (2022). Managing enterprise social media to develop consumer trust. British Food Journal, 124(12), 4626-4643.
Turban, E., Volonino, L., & R WOOD, G. R. E. G. O. R. Y. (2013). Information Technology for Management Advancing Sustainable, Profitable Business Growth. by John Wiley & Sons, Inc. All rights reserved.
Venkatesh, V., Brown, S. A., & Bala, H. (2013). Bridging the qualitative-quantitative divide: Guidelines for conducting mixed methods research in information systems. MIS quarterly, 37(1), 21-54.
Wiesche, M., Jurisch, M. C., Yetton, P. W., & Krcmar, H. (2017). Grounded theory methodology in information systems research. MIS quarterly, 41(3), 685-A9.
Yadav, M. K., & Rai, A. K. (2015). Exploring the relational impact of service quality on customer satisfaction. Ushus Journal of business management, 14(4), 17-31.
Zhang, Y., Liu, Y., Li, W., Peng, L., & Yuan, C. (2020). A study of the influencing factors of mobile social media fatigue behavior based on the grounded theory. Information Discovery and Delivery, 48(2), 91-102.