Consumers' perceptions of e‐shopping characteristics: an expectancy‐value approach

Abstract

An increasing number of consumers are turning to the Internet to make their purchases. Yet, many e‐tailers are going out of business or retrenching. If e‐tailers hope to attract and retain satisfied online shoppers, they need to know what evaluative criteria consumers use when selecting an e‐tailer. Past research has provided some insight into what characteristics shoppers assess in cyberspace outlets. The extant work, though, has not been without its limitations. Consequently, the present study utilizes a literature review, qualitative research, and quantitative research to identify the underlying e‐store choice dimensions of shoppers. In addition, results of multiple regression analysis show that merchandise and interactivity Web attributes are predictors of consumers' attitude toward online shopping. Implications for e‐store managers and future research are also provided.

Citation

Lim, H. and Dubinsky, A.J. (2004), "Consumers' perceptions of e‐shopping characteristics: an expectancy‐value approach", Journal of Services Marketing, Vol. 18 No. 7, pp. 500-513. https://doi.org/10.1108/08876040410561839