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Article
Publication date: 13 August 2018

Shrawan Kumar Trivedi and Mohit Yadav

Shopping online is a fast-growing phenomenon. A look into the rapid exponential growth of the primary players in this sector shows huge market potential for e-commerce…

Abstract

Purpose

Shopping online is a fast-growing phenomenon. A look into the rapid exponential growth of the primary players in this sector shows huge market potential for e-commerce. Given the convenience of internet shopping, e-commerce is seen as an emerging trend among consumers, specifically the younger generation (Gen Y). The popularity of e-commerce and online shopping has captured the attention of e-retailers, encouraging researchers to focus on this area. This paper aims to examine the relationship between online repurchase intention and other variables such as security, privacy concerns, trust and ease of use (EOU), mediated by e-satisfaction.

Design/methodology/approach

A self-administered survey method is used, and students aged between 20 and 35 years at universities in northern India are selected as subjects. To test the hypotheses of this study, an online questionnaire is distributed to participants, with 309 legitimate responses received. The data are analyzed using SPSS version 20.0 and AMOS version 20.0. Structural equation modeling is used to examine the model and to test the hypotheses.

Findings

The results of this study show that security, privacy concerns, trust and EOU have a positive significant relationship with repurchase intention. The findings also reveal that e-satisfaction has a full mediation effect between security and repurchase intention and also between trust and repurchase intention. In addition, a partial mediation effect of e-satisfaction is noted between EOU and repurchase intention and between privacy concerns and repurchase intention.

Practical implications

The results show that security, trust, EOU and privacy concerns are the factors that have most impact on consumer purchasing behavior. In terms of the repurchase intention of Gen Y consumers, what is needed are strong security features, an easy-to-use interface, a trusted privacy policy and the creation of trust. Furthermore, it may be beneficial to observe e-satisfaction as a mediator when identifying potential problems; online satisfaction is important for the group in this study, and the results show that it impacts on the relation between repurchase intention and other factors.

Social implications

In terms of the repurchase intention of Gen Y consumers, what is needed are strong security features, an easy-to-use interface, a trusted privacy policy and the creation of trust. Furthermore, it may be beneficial to observe e-satisfaction as a mediator when identifying potential problems; online satisfaction is important for the group in this study, and the results show that it impacts on the relation between repurchase intention and other factors.

Originality/value

This research determines the impact of security, privacy concerns, EOU and trust on the online repurchasing behavior of Gen Y in India. The mediation effect of e-satisfaction is also determined.

Details

VINE Journal of Information and Knowledge Management Systems, vol. 48 no. 3
Type: Research Article
ISSN: 2059-5891

Keywords

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Article
Publication date: 16 November 2015

Sakun Boon-itt

The purpose of this paper is to address, by integrating the self-service technology (SST) adoption and technology acceptance models, the service quality of self-service…

Abstract

Purpose

The purpose of this paper is to address, by integrating the self-service technology (SST) adoption and technology acceptance models, the service quality of self-service technologies (SQ-SSTs) by empirically testing a comprehensive model that capture the antecedents and consequences of SQ-SSTs to predict e-satisfaction in the context of digital banking in Thailand.

Design/methodology/approach

A questionnaire was constructed and responses were obtained from 222 respondents who have a complete digital banking experience (both online and mobile banking). Hypotheses were tested using structural equation modelling, following a mediating analysis process.

Findings

Results show that technology readiness (TR) as the antecedent has an influence on SQ-SSTs, which in turn improve e-satisfaction. The paper also found that even though SQ-SSTs can positively influence e-satisfaction, perceived value partial mediates the link between SQ-SSTs and e-satisfaction.

Research limitations/implications

Further research should investigate the possible influence that some situational factors may have on the model. Factors, such as waiting time and the presence of other customers, should be taken into consideration in future studies.

Practical implications

Managers may, therefore, particularly wish to consider TR and customers’ perceived value when trying to offer SSTs to the customer.

Originality/value

The results contribute to the literature in information systems and service marketing by highlighting a key mechanism through which firms can enhance SQ-SSTs and e-satisfaction.

Details

International Journal of Quality and Service Sciences, vol. 7 no. 4
Type: Research Article
ISSN: 1756-669X

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Article
Publication date: 3 August 2015

Shihyu Chou, Chi-Wen Chen and Jiun-You Lin

As the number of female customers shopping in online clothing stores increases, understanding how female customers’ e-loyalty is formed and fostered in this type of online…

Abstract

Purpose

As the number of female customers shopping in online clothing stores increases, understanding how female customers’ e-loyalty is formed and fostered in this type of online store becomes very pivotal. Yet, despite its importance, little research has been done on this issue. The purpose of this paper is to focus on female online clothing shoppers and aim to examine the mediators of e-loyalty in the context of online clothing stores: e-satisfaction and e-trust.

Design/methodology/approach

A total of 482 subjects who are female and have online clothing store shopping experience in Taiwan were obtained and structural equation modeling was performed to analyze the measurement and structural models.

Findings

The results show that both perceived online privacy and security are positively associated with e-trust, whereas web design is not. Furthermore, perceived delivery time and web site design are positively associated with e-satisfaction. Both e-trust and e-satisfaction in turn positively influence e-loyalty for female online clothing shoppers.

Research limitations/implications

On the basis of the literature review, there is a lack of theoretical knowledge of the relationships between e-loyalty, e-satisfaction, and e-trust among female online clothing shoppers. The research fulfills this important theoretical gap by extending prior studies on e-loyalty to further examine the factors that form e-satisfaction and e-trust, and how they, as mediators, influence the development of female customers’ e-loyalty in the context of online clothing stores. The result provides a model that contributes to understanding the formation of female customers’ e-loyalty.

Practical implications

The results of this study are helpful to online store managers in increasing their customers’ loyalty. Specifically, online clothing store managers have to create quick item delivery methods and friendly online shopping web sites that provide all necessary information and are easy to navigate and use so as to increase customers’ e-satisfaction. They also need to establish reliable and trustworthy web sites by letting their customers easily perceive the web sites’ privacy and security features to enhance customers’ e-trust. As e-satisfaction and e-trust increase, e-loyalty is fostered.

Originality/value

The contributions of this study are threefold. First, this study focusses on an important but previously neglected group in the context of online clothing stores: female online clothing shoppers. Second, the authors’ investigation extends the literature on e-loyalty by identifying important mediators (e-satisfaction and e-trust) and probing into their relationships to e-loyalty in the context of online clothing stores. Third, the findings contribute to academia and to future research by increasing understandings of the importance of the concerns and experiences of female online clothing shoppers and by suggesting that future research pay more attention to female online shoppers.

Details

Internet Research, vol. 25 no. 4
Type: Research Article
ISSN: 1066-2243

Keywords

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Article
Publication date: 18 May 2020

Shrawan Kumar Trivedi and Mohit Yadav

Research on online businesses has focused on the adoption of e-commerce and initial purchase behavior; repurchase intention and its antecedents remain underresearched. The…

Abstract

Purpose

Research on online businesses has focused on the adoption of e-commerce and initial purchase behavior; repurchase intention and its antecedents remain underresearched. The present study develops an empirical model to explore the extent to which trust and e-satisfaction mediate the effect of vendor-specific attributes and customer intention to repurchase from the same online platform.

Design/methodology/approach

The proposed model is tested and validated in the context of Generation Y in India. A self-administrated online survey was employed, and the students aged between 20 and 35 at universities in Northern India are selected as subject. The data is analyzed using SPSS 20.0 and AMOS 20.0, where structural equation modeling is used to examine the model and test the hypothesis.

Findings

The results of this study suggest that trust mediates fully between security concerns, privacy concerns, and repurchase intention. E-satisfaction mediates between security and ease of use (EOU).

Practical implications

This study reveals the fact that security, EOU, and privacy concerns are the critical determinants that have the most impact on consumer's purchasing behavior. Gen Y consumers of India need some strong security features, an easy-to-use interface, a trusted privacy policy. Furthermore, it may be beneficial to observe e-satisfaction and trust as a mediator when identifying potential problems; online satisfaction is essential for the group in this study, and the results show that it impacts on the relation between repurchase intention and some determinant of repurchase intentions.

Originality/value

This research determines the impact of security, privacy concerns, EOU on the online repurchasing behavior of Gen Y in India. The mediation effect of e-satisfaction and trust has also been determined.

Details

Marketing Intelligence & Planning, vol. 38 no. 4
Type: Research Article
ISSN: 0263-4503

Keywords

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Article
Publication date: 21 April 2020

Geumchan Hwang, Lisa A. Kihl and Yuhei Inoue

This study examined how a US college athletic department’s corporate social responsibility (CSR) initiatives influenced fans’ online donation intentions.

Abstract

Purpose

This study examined how a US college athletic department’s corporate social responsibility (CSR) initiatives influenced fans’ online donation intentions.

Design/methodology/approach

Data were collected from 490 fans of a Division I intercollegiate athletic program and analyzed using structural equation modeling.

Findings

Results indicated that the quality of CSR information positively affected e-satisfaction with CSR initiatives, which, in turn, predicted fans’ online donation intentions, university attachment, and fan–athletic department identification. Moreover, the relationship between e-satisfaction with CSR initiatives and online donation intentions was mediated by fan–athletic department identification.

Research limitations/implications

This study has a limitation in terms of generalizability. The current focus on a single athletic department does not apply the results to athletic programs at other US universities and colleges. Future research should confirm the generalizability of the study’s findings by collecting data from fans of other athletic departments.

Originality/value

It is important to understand the impact of CSR activities on online donor intentions because marketing these activities could serve as an effective fundraising tool for athletic departments. The findings from this study inform athletic administrators of factors they might consider when promoting CSR initiatives through online media to encourage fans’ donations.

Details

International Journal of Sports Marketing and Sponsorship, vol. 21 no. 4
Type: Research Article
ISSN: 1464-6668

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Article
Publication date: 18 September 2009

Jung‐Hwan Kim, Minjeong Kim and Jay Kandampully

This study aims to examine how buying environment characteristics, which are not directly associated with price or product information, are related to overall…

Abstract

Purpose

This study aims to examine how buying environment characteristics, which are not directly associated with price or product information, are related to overall e‐satisfaction; and how e‐satisfaction and e‐loyalty are interrelated.

Design/methodology/approach

A convenience sample of 366 female and male college students from three universities (East coast, Midwest and West coast) participated. Exploratory factor analysis, confirmatory factor analysis and structural equation modeling via LISREL 8.0 were conducted.

Findings

The findings showed that, of the six dimensions of buying environment characteristics, convenience, web appearance and entertainment value had a direct effect on e‐satisfaction. In addition, the study found a significant positive relationship between e‐satisfaction and e‐loyalty.

Research limitations/implications

Generalizing the results is limited by the use of a convenience sample of college students. To generalize the findings, more diversified random samples across gender and age are suggested.

Practical implications

The research provides useful implications to online retailers concerning which attributes should be given closer attention to improve customer satisfaction and e‐loyalty.

Originality/value

The study provides useful, practical information to online retailers by showing how customer‐centered e‐service attributes have an impact on e‐satisfaction, which in turn influences consumer e‐loyalty.

Details

European Journal of Marketing, vol. 43 no. 9/10
Type: Research Article
ISSN: 0309-0566

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Article
Publication date: 6 February 2017

Xiaoyu Yu, Sanjit Kumar Roy, Ali Quazi, Bang Nguyen and Yuqing Han

For entrepreneurs operating in an Internet-of-Things (IoT) environment, it is essential to monitor more systematically, both the interaction with the consumers and the…

Abstract

Purpose

For entrepreneurs operating in an Internet-of-Things (IoT) environment, it is essential to monitor more systematically, both the interaction with the consumers and the sharing of information among the consumers. The purpose of this paper is to identify the antecedents of word-of-mouth (WOM) in the online SME’s context in terms of consumers “citing the site” to peers in personal communications. A research model integrates the determinants of retail website-specific positive WOM communication, and proposes that WOM about a particular website is influenced by: site-level variables, that is, website quality and interactivity; and consumer-level variables, these being the site user’s satisfaction with and commitment to the website. The research advances the study of IoT entrepreneurship.

Design/methodology/approach

Data were collected from graduate and undergraduate students with business and entrepreneurship majors from a reputed school in the Northeast region of the USA, using an online survey. The hypotheses were then tested with SEM using AMOS 18.0.

Findings

Findings suggest that in an IoT context, WOM is influenced by a variety of factors of which the e-satisfaction and attitude toward website constructs play important roles. The study highlights the importance of the e-satisfaction construct and its metrics. E-satisfaction is not only a critical outcome metric, but also a primary predictor of customer e-loyalty, measured in terms of the customer’s positive attitude, stickiness and propensity to spread positive WOM.

Originality/value

The paper contributes to the entrepreneurship and IoT literature with a comprehensive framework of information sharing, interactivity and WOM, showing that specific antecedents drive consumers to cite and advocate for a website to fellow customers. The framework helps retail SME entrepreneurs in the IoT context to design appropriate strategies to influence website visitors’ endorsement of the site to fellow customers.

Details

Internet Research, vol. 27 no. 1
Type: Research Article
ISSN: 1066-2243

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Article
Publication date: 20 August 2010

Jung‐Hwan Kim and Chungho Kim

The purpose of this paper is to compare the e‐service quality perceptions of US and South Korean consumers in relation to overall e‐service quality, e‐satisfaction, and…

Abstract

Purpose

The purpose of this paper is to compare the e‐service quality perceptions of US and South Korean consumers in relation to overall e‐service quality, e‐satisfaction, and e‐loyalty to understand geographic and cultural differences in relation to the international expansion of e‐business.

Design/methodology/approach

The data for the study were collected from college‐age internet users in the USA and Korea. A total of 361 questionnaires were deemed as usable for data analysis. Regression analyses were used to test the conceptual model.

Findings

Privacy and efficiency significantly affected overall e‐service quality and e‐satisfaction for respondents in both Korea and the USA. As for Korean respondents, system availability and fulfillment were significant factors that affected overall e‐satisfaction. The relationships among overall e‐service quality, e‐satisfaction, and e‐loyalty were positively significant between the two countries.

Practical implications

Using two sets of data from the USA and Korea, the paper examined important e‐service quality dimensions in producing overall e‐service quality and e‐satisfaction which in turn influence e‐loyalty based on respondents' actual shopping experience. The dimensions identified in the study are based on a full assessment of an e‐service experience. Global e‐retailers can use the dimensions identified by the paper to better assess their service performance on an international level.

Originality/value

The paper is unique in that it is one of the first cross‐cultural examinations of how consumers in two different countries perceived e‐service quality using e‐SQ scale developed by Parasuraman et al.

Details

Journal of Research in Interactive Marketing, vol. 4 no. 3
Type: Research Article
ISSN: 2040-7122

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Article
Publication date: 9 November 2010

Mohammad Ahmad Al‐hawari and Samar Mouakket

The main purpose of this paper is to highlight the significance of TAM factors in the light of some external factors on students' e‐retention and the mediating role of…

Abstract

Purpose

The main purpose of this paper is to highlight the significance of TAM factors in the light of some external factors on students' e‐retention and the mediating role of e‐satisfaction within United Arab Emirates (UAE) e‐learning context.

Design/methodology/approach

The relative importance of TAM factors was examined, as well as enjoyment and blackboard design on students' e‐satisfaction and e‐retention. The survey was designed and administrated using face‐to‐face method. Data were collected from a convenient sample of students who use blackboard system. AMOS 6 was used to test for the hypothesized relationships.

Findings

Perceived usefulness has a direct and positive relationship with students' e‐satisfaction and e‐retention while perceived ease of use has only a direct relationship with students' e‐retention. Design features and enjoyment have only a significant relationship with students' e‐satisfaction without any direct relationship with students' e‐retention. Finally, students' e‐satisfaction has a direct relationship with students' e‐retention.

Research limitations/implications

This research has only surveyed students from one university in UAE. Further testing of the proposed conceptual model across different industries and countries is needed to determine the generalisability and consistency of this study's findings.

Practical implications

The proposed model of students' e‐retention prediction has the potential to help UAE university managers to understand some of the factors influencing students' behaviours and attitudes toward e‐learning systems. This will lead to improving the education quality within the context of UAE.

Originality/value

This paper is a significant trial in how TAM factors and other external factors might influence students' e‐satisfaction and e‐retention within UAE e‐learning context.

Details

Education, Business and Society: Contemporary Middle Eastern Issues, vol. 3 no. 4
Type: Research Article
ISSN: 1753-7983

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Article
Publication date: 19 June 2009

Grace T.R. Lin and Chia‐Chi Sun

Taking into consideration external (technology acceptance factors, website service quality) as well as internal (specific holdup cost) factors, this paper aims to explore…

Abstract

Purpose

Taking into consideration external (technology acceptance factors, website service quality) as well as internal (specific holdup cost) factors, this paper aims to explore how internet customer satisfaction and loyalty can be associated with each other and how they are affected by these dynamics.

Design/methodology/approach

This study adopts structural equation modelling (SEM) as the main analytical tool. It investigates the shopping experiences of users of the major shopping websites of Taiwan.

Findings

The research results point to the following: first, customer e‐satisfaction will positively influence customer e‐loyalty directly; second, technology acceptance factors will positively influence customer e‐satisfaction and e‐loyalty directly; third, website service quality can positively influence customer e‐satisfaction and e‐loyalty directly; and fourth, specific holdup cost can positively influence customer e‐loyalty directly, but cannot positively influence customer e‐satisfaction directly.

Originality/value

This paper draws on the research results for implications for shopping website management and design, then suggests some ways to enhance performance for the website shopping industry.

Details

Online Information Review, vol. 33 no. 3
Type: Research Article
ISSN: 1468-4527

Keywords

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