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Factors affecting satisfaction and loyalty in online grocery shopping: an integrated model

Anusha Sreeram (Department of Operations and Systems, IBS Hyderabad, Hyderabad, India)
Ankit Kesharwani (Department of Marketing and Strategy, IBS Hyderabad, Hyderabad, India)
Sneha Desai (Department of Strategy Management, Indian Institute of Management, Indore, India)

Journal of Indian Business Research

ISSN: 1755-4195

Article publication date: 19 June 2017

Abstract

Purpose

This paper aims to conceptualize and test an integrated model of online grocery buying intention by extending technology acceptance model by adding several antecedents of online grocery shopping behaviour such as physical effort, time pressure, entertainment value, product assortment, economic values, website design aesthetics, etc. The ultimate dependent variable was consumer’s satisfaction with buying process of grocery product via online platform.

Design/methodology/approach

The model was tested over online grocery shoppers using structural equation modelling approach. To enhance the validity of the finding, common method bias and social desirability bias were also assessed.

Findings

As product assortment was found to have a significant impact on both perceived ease of use and perceived usefulness, it supports the notion of one-stop solution as a major driver to attract buyers to buy groceries online. Findings also highlight the importance of entertainment value and economic value as key variables which shape the buyer’s satisfaction and purchase loyalty behaviour. Overall, the results support the proposed model.

Practical/implications

The findings of this study would be helpful for online marketers to get more website visits and to increase conversion rates, i.e. getting their visitors to spend more time on the website and to make purchase.

Originality/value

This integrated framework tested here is quite comprehensive in nature, as it includes the influence of time pressure, physical effort and product assortment on online buying behaviour. These basic yet important variables to study, especially when the industry (online grocery shopping) is still in its nascent stage, are missing from the literature. The present study also involves a rigorous data analysis process followed by assessment of common method bias and psychometric property test. Such approach is rare in existing body of knowledge. The study uses S-O-R framework for hypothesis and model development, which is also rare in context of online grocery shopping.

Keywords

Citation

Sreeram, A., Kesharwani, A. and Desai, S. (2017), "Factors affecting satisfaction and loyalty in online grocery shopping: an integrated model", Journal of Indian Business Research, Vol. 9 No. 2, pp. 107-132. https://doi.org/10.1108/JIBR-01-2016-0001

Publisher

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Emerald Publishing Limited

Copyright © 2017, Emerald Publishing Limited