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1 – 10 of 893Hasan Uvet, John Dickens, Jason Anderson, Aaron Glassburner and Christopher A. Boone
This research paper aims to examine two hybrid models of logistics service quality (LSQ) and its influence on satisfaction, loyalty and future purchase intention in a…
Abstract
Purpose
This research paper aims to examine two hybrid models of logistics service quality (LSQ) and its influence on satisfaction, loyalty and future purchase intention in a business-to-consumer (B2C) e-commerce context. This study extends the literature for LSQ by incorporating the second-order assurance quality construct, which comprises personnel contact quality, order discrepancy handling and order returns, into one of the hybrid models.
Design/methodology/approach
A survey-based approach is used to collect data. Participant responses to questions concerning multiple LSQ dimensions and behavioral perceptions from their most recent online shopping experience are measured using structural equation modeling.
Findings
Findings highlight the importance of including a second-order construct assurance quality as a more explanatory model. Results illustrate that online ordering procedures and assurance quality impact customer satisfaction more than other prominent LSQ dimensions. Furthermore, the findings revealed a customer loyalty is a partial mediator between customer satisfaction and future purchase intention. This underscores the significance of improved logistics services as a competitive edge for e-commerce retailers.
Research limitations/implications
Implications are limited to the e-commerce B2C domain.
Practical implications
The findings of this study underscore critical LSQ dimensions that garner greater satisfaction and retention in the online shopping experience. The results indicate that the effective and efficient handling of the initial order and any order problem significantly influences customer satisfaction and reaps the long-term benefits of customer retention.
Originality/value
The authors present and empirically test a hybrid model of LSQ in a B2C e-commerce domain that captures many of the important elements of the customer experience as espoused in the literature.
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The purpose of this study is to investigate the impact of e-service quality and e-trust on customer e-satisfaction and, subsequently, on customer e-loyalty towards a website in…
Abstract
Purpose
The purpose of this study is to investigate the impact of e-service quality and e-trust on customer e-satisfaction and, subsequently, on customer e-loyalty towards a website in the online shopping environment of Pakistan.
Design/methodology/approach
The research employed a quantitative approach and utilised structural equation modelling to investigate the relationship between e-service quality and e-trust on consumers’ e-satisfaction and e-loyalty. The data were collected from 250 individuals who actively use online shopping websites to purchase products in Pakistan.
Findings
The findings revealed that e-service quality and e-trust offered on e-commerce websites significantly impacted customer e-loyalty. However, it was found that both e-service quality and e-trust do not have a significant impact on customer e-satisfaction. In addition, the findings showed that customer e-satisfaction positively impacts e-loyalty.
Research limitations/implications
Overall, these findings emphasise the importance of e-service quality, e-trust and customer e-satisfaction and their role in cultivating customer loyalty within the context of the online shopping environment in Pakistan.
Originality/value
This study contributes to the existing literature on online shopping in Pakistan by exploring the factors influencing consumer behaviour in this context. The findings add to the academic understanding of consumer behaviour and provide valuable insights for e-commerce businesses in Pakistan.
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S.M. Sayem, Azharul Islam, Mohammad Rajib Uddin and Jarin Sadia Promy
The study aims to identify the determinants of customer satisfaction in the electronic commerce (e-commerce) industry in Bangladesh. It also investigates whether acceptance of IT…
Abstract
Purpose
The study aims to identify the determinants of customer satisfaction in the electronic commerce (e-commerce) industry in Bangladesh. It also investigates whether acceptance of IT innovation mediates the relationship between the determinants of e-commerce and customer satisfaction.
Design/methodology/approach
A survey questionnaire had been designed and distributed among the customers of e-commerce businesses. Data were collected from 408 respondents, who were mostly from urban areas of the country. The collected data had been analysed with the application of the partial least square approach using SmartPLS4. First, the measurement model was applied to determine the validity and reliability of the dataset. Then, the structural model was utilized to justify the hypothesis.
Findings
The results showed that customer service, perceived ease of use and customer trust in e-commerce services have a significant positive impact on customer satisfaction. The acceptance of IT innovation, which showed a positive influence on customer satisfaction, enhanced customer satisfaction when accompanied by perceived ease of use and digital literacy.
Practical implications
The results would have valuable insight for the e-commerce business in designing their products and services and taking policies to achieve long-term customer loyalty.
Originality/value
This is the first study that incorporates IT innovation acceptance as a mediating variable. Although a number of factors have been identified as the determinants of customer satisfaction, the specific mechanism of IT innovation acceptance as a mediator between predictors and customer satisfaction is unique in this study.
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Rajat Kukreti and Mayank Yadav
This study aims to understand how brand personality affects purchase intention through brand love and perceived quality in e-commerce.
Abstract
Purpose
This study aims to understand how brand personality affects purchase intention through brand love and perceived quality in e-commerce.
Design/methodology/approach
Three hundred forty-eight users of e-commerce sites in New Delhi, India, were surveyed for the study. The data set was examined using confirmatory factor analysis, and the research hypotheses were assessed using structural equation modeling.
Findings
Two important conclusions emerged from the study. First, brand love and perceived quality have been considerably and favorably influenced by all six dimensions of brand personality of e-commerce brands. Second, the purchase intention toward the e-commerce sites is significantly and positively impacted by brand love and perceived quality.
Practical implications
This study by exploring various dimensions of brand personality, will assist e-commerce executives in increasing purchase intention toward the e-retailing sites.
Originality/value
This research is supposed to be the foremost to look at how brand personality, through brand love and perceived quality affects purchase intention toward e-commerce websites. The attachment theory is used in this study as a theoretical foundation for linking e-commerce brand personality to customers’ purchase intentions via brand love and perceived quality.
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Da Huo, Rihui Ouyang, Aidi Tang, Wenjia Gu and Zhongyuan Liu
This paper delves into cross-border E-business, unraveling its intricate dynamics and forecasting its future trajectory.
Abstract
Purpose
This paper delves into cross-border E-business, unraveling its intricate dynamics and forecasting its future trajectory.
Design/methodology/approach
This paper projects the prospective market size of cross-border E-business in China for the year 2023 using the GM (1,1) gray forecasting model. Furthermore, to enhance the analysis, the paper attempts to simulate and forecast the size of China’s cross-border E-business sector using the GM (1,3) gray model. This extended model considers not only the historical trends of cross-border E-business but also the growth patterns of GDP and the digital economy.
Findings
The forecast indicates a market size of 18,760 to 18,934 billion RMB in 2023, aligning with the consistent growth observed in previous years. This suggests a sustained positive trajectory for cross-border E-business.
Originality/value
Cross-border e-commerce critically shapes China’s global integration and traditional industry development. The research in this paper provides insights beyond statistical trends, contributing to a nuanced understanding of the pivotal role played by cross-border e-commerce in shaping China’s economic future.
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Jingjing Xing, Jun Zhang and Xue Wang
This study investigates how food safety trust works as a critical moderator in the Chinese online fresh agricultural market based on an extended technology acceptance model.
Abstract
Purpose
This study investigates how food safety trust works as a critical moderator in the Chinese online fresh agricultural market based on an extended technology acceptance model.
Design/methodology/approach
The authors propose a research model that integrates attributes from the technology acceptance model, perceived product quality, logistics service quality, risk, and food safety trust. Structural equation modeling was applied to estimate the causal relationships using data from 851 Chinese customers.
Findings
The results indicated that perceived usefulness, product quality, and logistics service quality significantly enhance Chinese customers' intention to shop online for fresh agricultural products. Further, the positive effects increase when customer trust in food safety changes from low to high. In contrast, perceived risk reduces Chinese customers' willingness to engage in online shopping, but the negative influence is weaker for customers with high trust in food safety than for those with low trust. However, perceived ease of use plays an insignificant role in predicting online purchase intention and the impact does not vary depending on food safety trust.
Originality/value
This study suggests managers should consider the important moderating role of food safety trust to make effective strategies for fresh agricultural e-commerce development in China.
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Ishfaq Ahmad, Rida Akbar and Muhammad Ali Javed
The concept of online shopping has been in vogue for the past two decades and is on the rise. Even developing countries like Pakistan are using electronic platforms to buy and…
Abstract
Purpose
The concept of online shopping has been in vogue for the past two decades and is on the rise. Even developing countries like Pakistan are using electronic platforms to buy and sell goods and services, and the trend has been increasing ever since the COVID-19 pandemic. Drawing on the expectancy-disconfirmation theory, this study aims to test the e-service quality (E-SQ) and e-customer satisfaction (ECS) linkage with the mediating roles of functional values (FVs) and hedonic values (HVs).
Design/methodology/approach
The data have been collected from 298 customers of AliExpress and Daraz e-commerce platforms and analyzed using covariance-based structural equation modeling (CB-SEM).
Findings
The results of the study showed a significant positive relationship between E-SQ and ECS and indirect linkage through FVs and HVs have also been established.
Practical implications
E-commerce platforms, particularly in Pakistan, should place a strong emphasis on FVs by providing accurate product details, user-friendly navigation, transparent pricing and streamlined transactions. Customers' trust and confidence will increase if they have a smooth and effective online purchasing experience. Customer satisfaction may be influenced by regular platform functionality and usability changes.
Originality/value
The use of functional and HVs is considered to be a novel factor in testing the relationship between E-SQ and ECS.
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Fazila Jalil, Jianhua Yang, Manaf Al-Okaily and Shafique Ur Rehman
This study embarks on a comprehensive investigation into the intricate relationship between consumer trust in e-commerce platforms and the adoption of Green Supply Chain…
Abstract
Purpose
This study embarks on a comprehensive investigation into the intricate relationship between consumer trust in e-commerce platforms and the adoption of Green Supply Chain Management (GSCM). It delves into a multifaceted analysis of how these dynamics influence the landscape of online shopping, with a specific focus on four critical dimensions: the efficiency of online purchasing processes, the fulfillment of product delivery commitments, the convenience associated with e-platform utilization, and the safeguarding of consumers' personal information.
Design/methodology/approach
This research employs sophisticated Structural Equation Modeling (SEM) techniques, facilitated by SPSS and SmartPLS software, to meticulously analyze the amassed data and subject the formulated hypotheses to rigorous testing. The empirical foundation of this study draws from a sample of 377 randomly selected online shoppers, providing a robust basis for its insights.
Findings
At its core, this research is squarely focused on unraveling the dynamics of consumer trust within e-commerce platforms and highlighting the pivotal role played by GSCM in making online shopping more ecologically responsible and sustainable. Of paramount importance is the novel dimension introduced by this study the integration of trust in e-commerce platforms, GSCM practices, and the multifarious dimensions of online shopping all within a unified conceptual framework. Trust on e-commerce platforms leads to GSCM. GSCM determines online shopping satisfaction, i.e. efficiency, fulfillment, convenience, and privacy. Finally, GSCM mediates between trust on e-commerce platforms and online shopping satisfaction.
Practical implications
This holistic approach represents a ground-breaking contribution to the existing body of literature. It presents a fresh perspective on the intricate interactions that define the contemporary e-commerce landscape.
Originality/value
This initial research integrates trust in e-commerce platforms, GSCM, and online shopping in a single framework through UTAUT2.
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This article aims to reveal the factors influencing the sustainable development of mobile e-commerce from both user and operational perspectives. It fills the gap in qualitative…
Abstract
Purpose
This article aims to reveal the factors influencing the sustainable development of mobile e-commerce from both user and operational perspectives. It fills the gap in qualitative research on the sustainable development of artificial intelligence (AI) technology in mobile e-commerce based on the grounded theory. This study provides valuable insights and inspiration for sustainable development in this field and lays the theoretical foundation and research reference for future studies.
Design/methodology/approach
Based on the grounded theory (GT), interview method was used to conduct the study.
Findings
The impact of AI applications on mobile e-commerce is mainly reflected in three stages of the customer shopping process. They are pre-shopping, mid-shopping and after-shopping AI services and each of the three stages has its own separate dimensions that need attention. The study and its persistence aspects are discussed.
Practical implications
The results of this study can provide forward-looking suggestions and paths for the construction and optimization of future e-commerce platforms, contribute to the sustainable development of e-commerce and contribute to the sustainable and healthy growth of the social economy.
Originality/value
This study proposes sustainable development measures for the application of AI in mobile e-commerce, from operation to supervision, which is an important reference for promoting coordinated and rapid socio-economic development.
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Miguel Angel Moliner and Vicent Tortosa-Edo
The objective of this research is to analyze how omnichannel consumer journey design (OCJD) influences the online customer experience (OCE) and e-satisfaction in consumers'…
Abstract
Purpose
The objective of this research is to analyze how omnichannel consumer journey design (OCJD) influences the online customer experience (OCE) and e-satisfaction in consumers' multirooming behavior (searching for information in online and offline channels and purchasing the product online).
Design/methodology/approach
The problem-solving theory and experiential marketing perspective are the theoretical background that enables the establishment of five hypotheses. A survey is conducted on multiroomers who had purchased a product online, following an online and offline research journey.
Findings
The results showed that OCJD directly and indirectly (through online consumer experience) influences e-satisfaction. Females and younger individuals exhibited higher levels of e-satisfaction.
Originality/value
First, this research analyzes consumers' multichannel search strategies. Second, the consumer journey is incorporated into the study of multichannel retailing. Third, an emergent typology of cross-channel free-riding behavior is analyzed: multirooming.
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