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Article

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

Shiu Fai Chan, Bradley R. Barnes and Kyoko Fukukawa

The purpose of this paper is to develop and test a new conceptual model in an online service context. The model focuses on an important, yet often neglected…

Abstract

Purpose

The purpose of this paper is to develop and test a new conceptual model in an online service context. The model focuses on an important, yet often neglected customer-oriented construct, i.e., user “control”, which is embedded in consumer behaviour when accessing the internet. The study examines the relationship between control, online dependency, online encounter satisfaction and overall satisfaction. It explains the strategic implications surrounding customer control and online dependency as means for enhancing customer satisfaction.

Design/methodology/approach

A questionnaire was developed drawing on a combination of existing and new measurement items for the constructs in question. The instrument was later pilot tested on two consecutive occasions ahead of the main survey. A random sample of Hong Kong banking consumers was approached and interviews were undertaken via telephone. The data were analysed via confirmatory factor analysis and structural equation modelling was used to test the hypotheses relating to the model.

Findings

The findings reveal positive relationships between control and online dependency, and control and online encounter satisfaction. Meanwhile control, online dependency and online encounter satisfaction lead to overall satisfaction.

Originality/value

This study proposes a counterintuitive argument that while online service customers gain control of the online service process, they become more dependent on it, and their control and dependency also lead to their satisfaction, at both the online service encounter level and corporate level. Drawing on the pertinent literature, this is the first study to examine the importance of two information system constructs, i.e., control and online dependency, as predictors of consumer psychological fulfilment, i.e., satisfaction. The findings confirm that control as an initiator and driver of customer satisfaction in an online context, and online encounter satisfaction, further contributes to overall satisfaction at the corporate level.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 28 no. 4
Type: Research Article
ISSN: 1355-5855

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Article

Iryna Pentina, Aliaksandr Amialchuk and David George Taylor

The purpose of this paper is to empirically identify categories of online shopping experiences and web site functions facilitating these experiences, and to test the…

Abstract

Purpose

The purpose of this paper is to empirically identify categories of online shopping experiences and web site functions facilitating these experiences, and to test the effect of those experiences on browser satisfaction, conversion, and online store performance.

Design/methodology/approach

Two analytical methods (survey‐based exploratory factor analysis and secondary data‐based regressions) were employed to test the mediating role of browser satisfaction between online shopping experiences and e‐tail performance for 115 top online retailers during 2006‐2008.

Findings

In addition to supporting the existence of such parallel in‐store and online experiences as sensory, cognitive, pragmatic, and relational, a new type of online shopping experience (interactive/engagement) was identified. It comprises customer involvement with the online store and with friends and other shoppers via the online store interface. The mediating role of browser satisfaction in increasing sales and traffic to online stores was confirmed.

Research limitations/implications

Future research should account for potential multi‐channel effects of online shopping experiences.

Practical implications

Investing in web site features that facilitate such social experiences as product reviews and ratings sharing, and interacting with the site itself (site personalisation and mobile interface), and through the site with others (social networking, wish list, e‐mail‐a‐friend, etc.), can positively influence site visitor satisfaction and lead to increased traffic and sales.

Originality/value

This paper is among the first to explore the nature and drivers of online shopping experiences. It uses multi‐method approach to identify which online shopping experiences significantly affect browser satisfaction and, consequently, store performance.

Details

International Journal of Retail & Distribution Management, vol. 39 no. 10
Type: Research Article
ISSN: 0959-0552

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Article

Yu-Wei Chang, Ping-Yu Hsu and Qing-Miao Yang

This study uses the travel industry as the research context and investigates online–offline integration between the different business entities of hoteliers and online

Abstract

Purpose

This study uses the travel industry as the research context and investigates online–offline integration between the different business entities of hoteliers and online travel agencies (OTAs). The purpose of this paper is threefold: first, to examine cooperation between hotels and OTAs; second, to examine how online and offline satisfaction increase behavioral intentions toward online and offline channels; and third, to investigate the factors that increase online and offline satisfaction.

Design/methodology/approach

To investigate customers’ behavioral intentions toward online and offline channels, the authors collected 241 data points from ten hotels from four well-known chains. The partial least squares structural equation modeling approach was used to test the research model and the 13 hypotheses.

Findings

The results show that system quality, information quality and service quality of OTA websites increase online satisfaction. Online satisfaction further increases behavioral intentions toward online channels but has no significant effect on offline satisfaction and behavioral intentions toward offline channels. Emotional value and social value offered by hotels increase offline satisfaction. Offline satisfaction further increases behavioral intentions toward online and offline channels. Finally, behavioral intentions toward online channels indeed reinforce behavioral intentions toward offline channels.

Originality/value

Some prior studies have focused on the effects of offline channels on online channels, whereas others have examined the influences of online channels on offline channels. However, in previous studies, the online and offline channels were both owned by the same business entities. To the best of the authors’ knowledge, this study is the first to examine how online and offline channels belonging to different business entities can work together to increase customer intentions.

Details

Internet Research, vol. 28 no. 4
Type: Research Article
ISSN: 1066-2243

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Article

Khaldoun Mohammad Hamdan, Ahmad M. Al-Bashaireh, Zainab Zahran, Amal Al-Daghestani, Samira AL-Habashneh and Abeer M. Shaheen

This study aimed to investigate Jordanian university students' interaction, Internet self-efficacy, self-regulation and satisfaction regarding online education during the…

Abstract

Purpose

This study aimed to investigate Jordanian university students' interaction, Internet self-efficacy, self-regulation and satisfaction regarding online education during the COVID-19 pandemic.

Design/methodology/approach

A correlational cross-sectional design was utilized using convenience sampling to include 702 undergraduate students from Jordanian universities using an online self-administered questionnaire. Descriptive statistics, T-tests, one-way ANOVA and multiple regression analyses were used to analyze the data.

Findings

The mean score of students' satisfaction was low (m = 45.14, SD = 25.62). Regarding student's interaction, learner-instructor interaction had the highest total mean score (m = 58.53, SD = 24.51), followed by learner-learner interaction (m = 47.50, SD = 22.64). Learner-content interaction had the lowest total mean score (m = 45.80, SD = 24.60). Significant differences in students' satisfaction were identified according to the level of education, university type and marital status. Significant predictors of students' satisfaction with online education were self-regulated learning, Internet self-efficacy, learner-content interaction, learner-learner interaction and the number of e-learning theoretical courses.

Originality/value

Online education is not well-established in developing countries. This study contributed to the limited knowledge of university students’ preparedness and satisfaction with online education during the early stage of COVID-19 pandemic.

Details

International Journal of Educational Management, vol. 35 no. 3
Type: Research Article
ISSN: 0951-354X

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Article

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

Mingyao Hu, Fang Huang, Hanping Hou, Yong Chen and Larissa Bulysheva

Fast-growing online retail market provides convenience for customers. But it makes competition among online retailers fiercer as well. Online retailers need to improve…

Abstract

Purpose

Fast-growing online retail market provides convenience for customers. But it makes competition among online retailers fiercer as well. Online retailers need to improve online shoppers’ satisfaction level for the purpose of keeping their loyalty. As an important component in online retail market, logistics service affects online shoppers’ satisfaction level. By applying expectation confirmation theory, the purpose of this paper is to explore how customized logistics services (CLS) influences online shoppers’ satisfaction level and whether the relationship between them is moderated by product type.

Design/methodology/approach

Data were collected from Tmall.com, the biggest online retail market in China. Exploratory factor analysis and two-way ANOVA were conducted to analyze the data.

Findings

The results indicate that CLS positively impacts online shoppers’ satisfaction level. But product type does not have moderate effect on the relationship between CLS and online shoppers’ satisfaction level.

Practical implications

Online retail market grows fast. As the number of retailers keeps increasing, competition in this market becomes fiercer. In order to attract new shoppers and increase shoppers’ loyalty, online retailers must make shopper satisfied with their purchase. CLS positively impacts online shoppers’ satisfaction level, online retailers should offer shoppers CLS.

Originality/value

This study examines how customized logistics influences customer satisfaction, and extends literatures related to online customer satisfaction by integrating the factor CLS and opens the way for other studies related to logistics service customization. Furthermore, this study discusses how IoT will improve online retailers’ abilities in providing CLS.

Details

Internet Research, vol. 26 no. 2
Type: Research Article
ISSN: 1066-2243

Keywords

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Article

Muhammad Mohsin Butt and Muhammad Aftab

The purpose of this paper is to empirically investigate the influence of consumer attitude towards Halal banking on e‐service quality and e‐satisfaction, in an online

Abstract

Purpose

The purpose of this paper is to empirically investigate the influence of consumer attitude towards Halal banking on e‐service quality and e‐satisfaction, in an online Islamic banking context. The proposed model also aims to investigate the relationships among e‐service quality, e‐satisfaction, e‐trust and e‐loyalty.

Design/methodology/approach

A questionnaire was designed to collect data from the regular users of online services of Islamic banks in Pakistan. Convenience sampling method was adopted to collect data from the existing customers of six Islamic banks, residing in five major urban centres of Pakistan. A total of 350 questionnaires were distributed, out of which 292 returned questionnaires were suitable for further analysis. Structural equation modelling procedure was used to test the proposed research model.

Findings

The results of this research suggest that attitude towards Halal banking positively influences perceived e‐service quality and overall e‐satisfaction with the online services of Islamic banks. Furthermore, perceived online service quality enhances customer e‐satisfaction and their e‐loyalty towards the bank. Similarly, e‐trust mediates the relationship between e‐satisfaction and e‐loyalty.

Practical implications

This study enhances our understanding of how specific religious attitudes can positively influence consumer assessments of a bank's perceived e‐service quality and their overall e‐satisfaction with it.

Originality/value

Much of the previous research on Islamic banking has been descriptive in its nature. This study contributes to the existing literature by exploring the causal effect of attitude towards Halal banking on consumer perceptions about the e‐service quality and e‐satisfaction with the online services of Islamic banks.

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Article

Norshidah Mohamed, Ramlah Hussein, Nurul Hidayah Ahmad Zamzuri and Hanif Haghshenas

The purpose of this paper is to provide insights into individual's online shopping continuance intention. The research uses the Expectation Confirmation Theory and…

Abstract

Purpose

The purpose of this paper is to provide insights into individual's online shopping continuance intention. The research uses the Expectation Confirmation Theory and Technology Acceptance Model as theoretical foundations to develop a model to achieve this aim.

Design/methodology/approach

The research uses a cross-sectional survey research design approach. An online marketplace web site that connects buyers and sellers in Malaysia serves as the research context. Data were collected using convenience approach.

Findings

Results suggest satisfaction contributes to individual online shopping continuance intention. Consistent with extant research, perceived usefulness of web site links to online shopping continuance intention. Contrary to past findings, perceived ease of web site use does not directly contribute to online shopping continuance intention. Individual's price-oriented lifestyle, perceived ease of web site use and usefulness contributed to individual's satisfaction with online shopping experience. People with time-oriented, net-oriented and price-oriented lifestyles and preference for a web site contribute to perceived ease of web site use. Extraverts have online shopping intention while emotional stability moderates the relationship between perceived usefulness of web site and satisfaction in online shopping.

Originality/value

Findings aid web service provider and internet retailers when explaining individual continuance intention of online shopping. This research advances understanding of the role of satisfaction, perceived ease of web site use and perceived web site usefulness regarding online shopping continuance intention. The research also sheds light on individual attributes as contributors to online shopping experience, continuance and perceptions of web site.

Details

Industrial Management & Data Systems, vol. 114 no. 9
Type: Research Article
ISSN: 0263-5577

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Article

Ki‐Han Chung and Jae‐Ik Shin

The purpose of this paper is to highlight the significance of relationship quality factors (customer satisfaction, e‐trust, and e‐commitment) on positive word of mouth…

Abstract

Purpose

The purpose of this paper is to highlight the significance of relationship quality factors (customer satisfaction, e‐trust, and e‐commitment) on positive word of mouth (WOM) in online retailing.

Design/methodology/approach

The relative importance of site characteristics in online retailing on customer satisfaction was examined and the relationship among customer satisfaction, trust, and commitment in offline was identified. This paper then proposes a conceptual model of the relationship among site characteristics, relationship quality, and WOM in online retailing. AMOS 5.0 was used to test for the hypothesized relationships.

Findings

All of site characteristics in online retailing have a positive influence on customer satisfaction. Communication of site characteristics has a positive effect on customer satisfaction more than the other factors (shopping convenience, site design, informativeness, and security). Customer satisfaction affects positively e‐commitment more than it does e‐trust. E‐commitment affects positively WOM more than it does e‐trust. This paper identifies the causal relationship among site characteristics, relationship quality, and WOM. Further, the relative importance of customer satisfaction in relationship quality of online retailing is examined.

Originality/value

Results provide important insights into the impact of site characteristics in online retailing on customer satisfaction compared to other previous researches. In addition, e‐trust and e‐commitment are identified as important antecedents of e‐WOM.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 22 no. 4
Type: Research Article
ISSN: 1355-5855

Keywords

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