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1 – 10 of over 15000Norshidah 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 Technology…
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.
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Xia Liu, Mengqiao He, Fang Gao and Peihong Xie
The purpose of this study is to identify factors that may influence Chinese customers' online shopping satisfaction, including those which are ignored by prior studies, from the…
Abstract
Purpose
The purpose of this study is to identify factors that may influence Chinese customers' online shopping satisfaction, including those which are ignored by prior studies, from the perspective of total online shopping experience.
Design/methodology/approach
In this paper, the authors propose a model of the satisfaction process in the e‐commerce environment, identifying key constructs proposed by prior studies and developing hypotheses about which dimensions of online retailer constructs are significant predictors of online shopper satisfaction. The authors test the hypotheses through multiple regression analysis based on a survey of 1,001 online customers.
Findings
The analysis suggests that eight constructs – information quality, web site design, merchandise attributes, transaction capability, security/privacy, payment, delivery, and customer service – are strongly predictive of online shopping customer satisfaction, while the effect of response time is not significant.
Research limitations/implications
This study does not control the differences across product categories; the use of self‐reported scales to measure both independent and dependent variables may imply the possibility of a common method bias for the results.
Originality/value
This research contributes to the study of online shopping customer satisfaction by: developing a model of the satisfaction process in the e‐commerce environment, and identifying factors that may influence Chinese customers' online shopping satisfaction including those which are ignored by prior studies.
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Sejin Ha and Leslie Stoel
The objectives of this paper are to: examine e‐shopping quality dimensions; explore how e‐shopping quality factors influence consumer shopping outcomes (e‐shopping satisfaction…
Abstract
Purpose
The objectives of this paper are to: examine e‐shopping quality dimensions; explore how e‐shopping quality factors influence consumer shopping outcomes (e‐shopping satisfaction and e‐shopping intention); and test the moderating effects of consumer experiential e‐shopping motives on the e‐shopping quality – e‐shopping outcomes links within the context of online apparel retailing.
Design/methodology/approach
Data were gathered from 298 college students in the USA using a self‐administered online survey.
Findings
Among four e‐shopping quality factors identified (privacy/security, web site content/functionality, customer service, and experiential/atmospheric), web site content/functionality and atmospheric/experiential quality have significant impact on e‐shopping satisfaction contributing to e‐shopping intention, while privacy/security and customer service have significant impact on e‐shopping intention but not on e‐shopping satisfaction. Furthermore, this study provides some support for the moderating roles that experiential e‐shopping motives plays in the e‐shopping quality – e‐shopping outcomes links.
Research limitation/implications
This paper shows that experiential e‐shopping motives as an individual characteristic play a role in controlling the dynamics among e‐shopping quality, e‐shopping satisfaction, and e‐shopping intention. However, the data consisting of self‐reported measures from a single segment of online retail industry warrants caution in generalization in relation to common method bias.
Practical implications
This paper entails useful implications for internet‐ and multichannel retail marketers delivering apparel/fashion goods to better understand the online consumer response process and determine effective e‐store management strategies that reflect the differing customer evaluation processes.
Originality/value
This study extends and complements the e‐tail service literature by examining whether and how experiential e‐shopping motives moderate the relationships among e‐shopping quality dimensions, e‐shopping satisfaction, and e‐shopping intention.
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Yen‐Ting Chen and Tsung‐Yu Chou
Like any product purchases, the success of online shopping depends largely on user satisfaction and other factors that further affect customers' intentions to continue shopping…
Abstract
Purpose
Like any product purchases, the success of online shopping depends largely on user satisfaction and other factors that further affect customers' intentions to continue shopping online (continuance intentions). This study seeks to integrate fairness theory with the trust concept to construct a model for investigating consumers' continuance intentions toward online shopping.
Design/methodology/approach
An online survey collected data from 226 users with online shopping experience to empirically validate the hypothesised model.
Findings
The results indicate that distributive fairness and interactional fairness exert significant positive effects on customers' satisfaction and trust in vendors. Satisfaction is a strong predictor of the continuance intentions of consumers. However the fact that the relationship between trust in vendors and consumers' continuance intentions is insignificant offers insight into trust: consumers continue shopping online with certain levels of misgiving.
Originality/value –
The findings suggest that a user's trust in an online vendor can be enhanced by increasing fairness, particularly distributive fairness and interactional fairness. This also implies that an online user's satisfaction and trust are not just related to products: therefore vendors should put effort into the pre‐ and post‐sale experiences.
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Ilias O. Pappas, Adamantia G. Pateli, Michail N. Giannakos and Vassilios Chrissikopoulos
Satisfaction and experience are essential ingredients for successful customer retention. This study aims to verify the moderating effect of experience on two types of…
Abstract
Purpose
Satisfaction and experience are essential ingredients for successful customer retention. This study aims to verify the moderating effect of experience on two types of relationships: the relationship of certain antecedents with satisfaction, and the relationship of satisfaction with intention to repurchase.
Design/methodology/approach
This paper applies structural equation modelling (SEM) and multi-group analysis to examine the moderating role of experience in a conceptual model estimating the intention to repurchase. Responses from 393 people were used to examine the differences between high- and low-experienced users of online shopping.
Findings
The research shows that experience has moderating effects on the relationships between performance expectancy and satisfaction and satisfaction and intention to repurchase. This study empirically demonstrates that prior customer experience strengthens the relationship between performance expectancy and satisfaction, while it weakens the relationship of satisfaction with intention to repurchase.
Practical implications
Practitioners should differentiate the way they treat their customers based on their level of experience. Specifically, the empirical research demonstrates that the expected performance of the online shopping experience (performance expectancy) affects satisfaction only on high-experienced customers. Instead, the effort needed to use online shopping (effort expectancy) and the user's belief in own abilities to use online shopping (self-efficacy) influence satisfaction only on low-experienced customers. The effect of trust and satisfaction is significant on online shopping behaviour on both high- and low-experienced customers.
Originality/value
This paper investigates how different levels of experience affect customers' satisfaction and online shopping behaviour. It is proved that experience moderates the effect of performance expectancy on satisfaction and the effect of satisfaction on intention to repurchase. It also demonstrates that certain effects (effort expectancy and performance expectancy) are valid for only one of the two examined groups, while only one effect (trust) is valid for both (high- and low-experienced).
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Yingxia Cao, Haya Ajjan and Paul Hong
The purpose of this paper is to understand the role of post-purchase logistic services on customer satisfaction and future purchase decision, to reveal any differences across…
Abstract
Purpose
The purpose of this paper is to understand the role of post-purchase logistic services on customer satisfaction and future purchase decision, to reveal any differences across China and Taiwan, to fill in a gap in the literature focused on post-purchase logistic activities related to shipping, return, and tracking, to provide managerial guidance in logistics for e-commerce, and to develop insights on logistic services for future research.
Design/methodology/approach
Using a validated survey instrument, 384 respondents in China and 145 respondents in Taiwan are collected. The research model is analyzed using component-based estimation approach to structural equation modeling.
Findings
The structural equation analysis of the study found that post-purchase shipping and tracking have an impact on customer satisfaction in both China and Taiwan. It also found that customer service is the most significant factor among the examined antecedents for online shoppers in China. While, return service is more important for shoppers in Taiwan. Finally, customer satisfaction played a stronger positive role for online shoppers in Taiwan as compared to their counterparts in China.
Research limitations/implications
This research extended the current literature about post-purchase logistic services in an online shopping environment with a literature-based research model and good empirical data support. However, one limitation of the study is that the data collected represents a cross-sectional sample; future research should examine longitudinal sample to study customers’ purchase intentions over time.
Practical implications
This study can help both scholars and practitioners understand the importance of tracking, return, shipping, and customer service in an online shopping environment and across countries. It provides insights on designing e-commerce relevant shipping services to satisfy and attract customers across countries.
Originality/value
The study investigated how post-purchase activities contributed to customer satisfaction in online shopping and explored the influence of customer satisfaction on future purchase intention in China and Taiwan. This is one of the first studies available in the literature to provide empirical support and managerial insights about post-purchase activities related to shipping, tracking, and returns for e-commerce with cross-regional comparison.
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Bomin Paek, Alan Morse, Minjung Kim and Hoyoon Jung
Due to the increased growth of Internet users, the examination of compelling online shopping behavior has emerged as a vital topic in developing positive consumer behaviors…
Abstract
Purpose
Due to the increased growth of Internet users, the examination of compelling online shopping behavior has emerged as a vital topic in developing positive consumer behaviors. However, there is a dearth of studies into how consumers of sport merchandise in the online setting spend their time and what types of factors contribute toward their positive shopping experience. To fill this gap, the purpose of this current study is to investigate the impact and complexity of sport commerce websites by providing the precondition of flow (e.g. convenience, content, aesthetics, interactivity and customization), as well as the consequences of flow (e.g. website satisfaction and shopping well-being).
Design/methodology/approach
This study examines relationships among perceived website quality, flow, web satisfaction, and shopping well-being by using structural equation modeling. This current study is based on online sport fans who have recent online shopping experiences of licensed sport products (n = 331).
Findings
Results of this present study show that flow plays a mediating role between perceived website quality and web satisfaction, which in turn is positively associated with consumers' shopping well-being.
Originality/value
This current study supports a mediating role of flow state in sport consumer perceptions of website quality and satisfaction; it expands existing knowledge through determining the factors that facilitate flow state and website satisfaction in online shopping. This empirical finding offers important implications regarding the function of flow as an essential factor via the optimization of website services and sport consumers' attitudes.
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Shian-Yang Tzeng, Myriam Ertz, Myung-Soo Jo and Emine Sarigöllü
Singles' Day (SD) in China is the world's biggest online shopping event while consumer dissatisfaction is also on the rise. Both theory and practice need sharper insights to…
Abstract
Purpose
Singles' Day (SD) in China is the world's biggest online shopping event while consumer dissatisfaction is also on the rise. Both theory and practice need sharper insights to foster consumer satisfaction, but such knowledge remains sparse in the literature. The current study addresses this void by assessing the effects of online and offline retail service features on consumer satisfaction with SD.
Design/methodology/approach
A two-phase survey was implemented before and after the SD online shopping holiday, with 594 participants in China. Respondents were randomly selected from unique proprietary databases of merchants in the top-five online product categories in China.
Findings
The findings show that information quality, product quality and savings improve, but product return worsens, customer satisfaction with the online shopping holiday. However, good after-sale service can ease the product return process thereby boosting customer satisfaction.
Originality/value
This paper addresses a research void by studying effectiveness of retail service features on consumer satisfaction with online shopping festivals.
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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 effect of…
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.
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Hsin Hsin Chang and Hsin‐Wei Wang
The purpose of this research is to examine the impact of e‐service quality, customer perceived value, and customer satisfaction on customer loyalty in an online shopping…
Abstract
Purpose
The purpose of this research is to examine the impact of e‐service quality, customer perceived value, and customer satisfaction on customer loyalty in an online shopping environment.
Design/methodology/approach
There were two studies performed in this research. Study 1 validated the self‐regulating processes; Study 2 tested the moderating effects of customer perceived value between satisfaction and loyalty. Structural equation modelling techniques and linear hierarchical regression models were used to test the causal model.
Findings
The study demonstrated that e‐service quality and customer perceived value influence customer satisfaction, and then influence customer loyalty. In addition this study found that customers with a high perceived value have a stronger relationship between satisfaction and customer loyalty than customers with a low perceived value.
Research limitations/implications
We found that there are emotional and rational routes influencing customer loyalty in the online shopping process. This will contribute to other research that clarifies the influencing process of online shoppers' motivation and behaviour.
Practical implications
In the pre‐purchase stage, online retailers should focus on attracting consumers by the quality of e‐service. In the purchase stage, online retailers should address the emotional factors, such as customer satisfaction. In the post‐purchase stage, rational factors – such as customer perceived value – play important roles because they can strengthen the relationship between satisfaction and loyalty.
Originality/value
This study viewed the purchase process as a different stage as consumers may make a choice at each of the purchase stages. Moreover this study found a way to examine the relationship between customer satisfaction and loyalty by exploring the moderating effects of customer perceived value.
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