Online Shopping Experience Research Articles

Factors Affecting Customer Experience of E-Commerce in Pakistan

The study is regarding analyzing the factors affecting customer experience of e-commerce in Pakistan through the quality of the product, safety of application, delivery guarantee, and offers. Using the purposive sampling technique total of 180 questionnaires were collected from the people having the experience of online shopping in Lahore, Pakistan. The study shows the factors and their roles towards raising the customer experience of e-commerce. This study's results reveal that the perception of customers is that the quality of the product, application safety, offers, and the delivery guarantee affects the customer comfort level and satisfaction level. The study results also reveal that the lower delivery charges, guaranteed delivery, and no safety risks motivate the customers to go for online shopping. It concluded that if the marketers concentrate on the factors like product quality, security issues, delivery risks, and the financial risks, it increases the customers. Limited literature has been documented in Pakistan, particularly regarding customer perception for online shopping because there are too many factors that affect the purchase intention. The results of the study might be beneficial for the online marketers/ companies with online stores/ e-commerce stores.

You touched it and I’m relieved! The effect of online review’s tactile cues on consumer’s purchase intention

Purpose The purpose of this paper is to examine the role of online review’s tactile cues in consumer’s purchase intention, given the absence of direct experience in online shopping. Design/methodology/approach Based on four empirical studies, the authors examine the role of online review’s tactile cues in consumer’s purchase intention. A secondary data analysis on Taobao and three experiments were conducted. Findings First, this research demonstrates that tactile cues in online reviews are sure to have a significant influence on consumers’ purchase intention. Second, the purchase intention of consumers is easily influenced by the reviews of holistic tactile cues of the search product, which affects the final purchase intention through the way of outcome simulation. Consumers’ purchase intention is also easily influenced by concrete tactile cues of experience product, which affects the final purchase intention through the way of process simulation. Temporal distance is the boundary condition. Practical implications A seller should manage the order of online review or labels related to corresponding tactile cues, in order to encourage consumers to comment on the relevant tactile features. Besides, in the aspect of website design, a seller can also encourage consumers to image about the process and the result of using so as to promote his sales volume. Social implications The conclusion may give a solution on how to deal with the absence of direct experience in online shopping. Originality/value There has been little research about the influences of others' tactile behaviors on consumers' behaviors. The authors focus the other tactile experience in online review. The previous studies on online reviews focus on the its influences of valence, quantity and sentiment polarity on the usefulness of reviews and sales volume. However, few studies are explored on contents of reviews. The authors focus on the content such as tactile cues.

How does interaction design affect user experience throughonline shopping interfaces?

Since the birth of eBay, the world’s first online shopping platform in 1995, there have been more and more shopping websites. The interfaces of online shopping websites have also changed dramatically. And user experience of online shopping is influenced by interaction design factors of the web interfaces. Thus, this article discusses how interactive design affects people’s shopping experience through online shopping interfaces. Rosenzweig (2015) points out being easy to use and effectiveness are two important principles in user experience design. Therefore, the purpose of this article is to illustrate how different interactive design factors affect users’ shopping experience by analyzing the usability and efficiency of the examples of eBay’s and Amazon’s interfaces. The analysis of the two online shopping interfaces indicates that user experience is influenced by the feedback and Fitts’ law factor in terms of usability. Besides, it is affected by the navigation and time factor based on efficiency. According to the research of this article, designers can optimize people’s shopping experience by improving the usability and efficiency of websites in interface design.

ONLINE PURCHASE PREFERENCE AND INDIVIDUAL CHARACTERISTICS: A MODERATION APPROACH

This study posits that consumer characteristics affect behavioral outcomes through directly influencing purchase preference and moderating preference effects of other factors. To further clarify this mechanism, we perform a longitudinal survey to investigate the direct effects of consumer characteristics on online purchase preference, and the moderating effects of these characteristics on the influences of two online purchase goals (saving money and saving time) on purchase outcomes. Customers personal characteristics in this study mainly include gender difference, income, age, education, work status, and experience of online shopping. The results show that only age and online experience have direct effects on consumers’ online purchase preference. By contrast, an important finding suggests that most of those personal characteristics affect purchase outcomes mainly through moderating the preference effects of the two online purchase goals, rather than directly influencing purchase preferences. Management implications and future research directions are also presented at the end of the paper. To cite this document: Zhen Li and Avus CY. Hou, ONLINE PURCHASE PREFERENCE AND PERSONAL CHARACTERISTICS: A MODERATION APPROACH , International Journal of Electronic Commerce Studies, Vol.10, No.1, pp.1-21, 2019. Permanent link to this document: http://dx.doi.org/10.7903/ijecs.1694

Key Factors Analysis of E-Commerce and Marketplace Purchasing Decision in Palembang

We could find the existing of many e-commerce and market place in Palembang, such as MatahariMall.com, Zalora, Lazada, Tokopedia, Blibli, Shopee, Elevania and Bukalapak. To win the competition and build a sustainable competitiveness, those e-commerce and market place need to hold the key factors of online purchase decision. This research purpose is to investigate online shopping experience, word of mouth and web brand image affect to web trustworthiness and whether purchase decision affected by web trustworthiness and online shopping experience. The data taken from questionnaires that distributed to 100 respondents in Palembang. This research analyzed by using Structural Equation Modelling (SEM). The results show a positive influence between online shopping experience and branding image to web trustworthiness. Word of mouth does not have influence to web trustworthiness. The result found that positive influence between web trustworthiness to purchase decision, whereas online shopping experience does not have influence to purchase decision.

The Effect of Recommendation, Customer Satisfaction, Online Shopping Experience, Trust and Word-Of-Mouth Affecting Consumer Online Shopping Decision

This study aims to determine how the Effect of the Recommendation, Customer Satisfaction, Online Shopping Experience, Trust and Word of Mouth on Online Shopping Decision. The research was carried out for two months, starting in November to December 2019. The research method used was survey method with approach of causality. The population in this study is the millennial population totaling 200 respondents. Data collection techniques using literature techniques and questionnaires. Data were analyzed using SmartPLS software version 3. PLS (Partial Least Square) with structural equation analysis (SEM). Results showed that each variable that has the same effect. It can be said, if Decisions Online Shopping is high, then it certainly has the Recommendation, Customer Satisfaction, Online Shopping Experience, Trust and Word of Mouth is good in decision-making. The above description shows that there are significant jointly and significant correlation between Recommendation, Customer Satisfaction, Online Shopping Experience, Trust and Word of Mouth.

Analyzing Online Customer Satisfaction

Online shopping is becoming more and more popular in China. This study investigates factors that might influence customer satisfaction towards online shopping. A theoretical framework was established to explain causal relationships between perceived benefits, perceived risks, trust in online shopping and customer satisfaction. Data was collected from 402 respondents who had experience in online shopping in mainland China. Correlations and regression analyses were done to reveal that three factors of perceived benefits (i.e., shopping convenience, product selection, and hedonic enjoyment), product risk, and trust in online shopping were significant predictors of customer satisfaction. Implications for e-marketers were discussed, and limitations and future research were presented.

The Effect of Emotional Responses to Out-of-Stock (OOS) Event Experience in Online Shopping on Behavioral Responses

The Effect of Emotional Responses to Out-of-Stock (OOS) Event Experience in Online Shopping on Behavioral Responses

Elucidating the Behavior of Consumers toward Online Grocery Shopping: The Role of Shopping Orientation

This research examined the factors affecting consumer buying intention in the online grocery market in Thailand. The conceptual framework incorporates the theories of technology adoption and shopping behavior, including the technology acceptance model, consumer shopping orientation, and online shopping experience. The study was conducted as a quantitative online self-administered survey of Thai consumers who had bought groceries online. The sample was primarily female, younger than 40 years of age, and highly educated. Most participants were infrequent online grocery buyers (once a month or less). The data were analyzed using structural equation modeling. The findings showed that the technology acceptance model variables had the strongest effect on attitude for online shopping, although all hypotheses were accepted. The predictive value of attitude for the online buying intention for groceries was very high. The implication of this research is that online shopping is both a technology decision and a consumer decision and needs to be examined as such.

User behaviour modeling, recommendations, and purchase prediction during shopping festivals

This work investigates user online browsing and purchasing behaviors, and predicts purchasing actions during a large shopping festival in China. To improve online shopping experience for consumers, increase sales for merchants and achieve effective warehousing and delivery, we first analyse diverse online shopping behaviours based on the 31 million logs generated accompanied with online shopping during a rushed sale event on 11st November, 2016. Based on the obtained user behaviours and massive data, we apply collaborative filtering based method to recommend items for different consumers, and predict whether purchase will happen. We conduct 5-fold cross validation to evaluate the collaborative filtering based recommendation method, and further identify the critical shopping behaviors that determine the precursors of purchases. As online shopping becomes a global phenomenon, findings in this study have implications on both shopping experience and sales enhancement.

Consumers' perceptions, purchase intention, and willingness to pay a premium price for safe vegetables: A case study of Beijing, China

Abstract Safe food is healthy, nutritious and environmentally friendly by green, sustainable and clean production. The objectives of this study were to examine factors influencing the consumers' purchase intention and willingness to pay a premium price for safe vegetables. To achieve the objectives, this paper developed the model of consumers' purchase safe vegetables. Based on 840 valid questionnaires from Beijing of China, the model was confirmed by the logistic regression method. The results showed that food safety, strict production and processing, and healthy environment were the top three perceived advantages of safe vegetables for consumers. In addition, 93.0% and 87.1% of consumers were familiar with organic vegetables and green vegetables, respectively. Two-thirds of consumers identified safe vegetables via certification labels on vegetable packages. Furthermore, 67.6% of consumers were willing to buy safe vegetables and 65.8% would pay a premium price for safe vegetables. Meanwhile, consumers' purchase intentions for safe vegetables were positively affected by family food expenditure, children, familiarity, differential cognition, safety awareness, nutritional health, packaging, label trust, and online shopping experience but price level, safety status, and freshness had a negative effect. Consumers’ willingness to pay a premium price for safe vegetables was positively affected by family income, familiarity, differential cognition, safety awareness, nutritional health, packaging, label trust, and online shopping experience but family food expenditure, price level, price fluctuations, and safety status had a negative effect. The findings of this study have important implications to improve the consumption and guide cleaner production of safe vegetables. The findings obtained can also provide references for other similar studies in other areas.

“FREE SHIPPING” OR “DOLLAR OFF”? THE MODERATING EFFECTS OF LIST PRICE AND E-SHOPPING EXPERIENCE ON CONSUMER PREFERENCE FOR ONLINE DISCOUNT

The use of online shopping has grown exponentially over the last decade. Although traditional and internet shopping behaviors are similar in some ways, there are some significant differences. To this end, this paper investigates the role of different types of pricing discounts in shaping consumer evaluations when shopping online. In particular, we examine the moderating effects of the list price value and online shopping experience on the consumer evaluation of “free shipping” and “dollar off” discounts. Past research suggests that the free shipping offer will be more attractive than the dollar-off offer when they are of the same economic value. This study contributes to our understanding of research by examining the moderating effects of changes in list price and the consumers’ online shopping experience. The results of the quasi-experimental design suggests that the free shipping offer works better than a dollar-off discount for lower-priced goods, but there is no difference between the two for higher-priced goods. Additionally, seasoned online shoppers are more receptive to both types of pricing discounts, no matter the list price, than are novice online shoppers. To cite this document: Shimi Naurin Ahmad and Michael Callow, FREE SHIPPING” OR “DOLLAR OFF”? THE MODERATING EFFECTS OF LIST PRICE AND E-SHOPPING EXPERIENCE ON CONSUMER PREFERENCE FOR ONLINE DISCOUNT , International Journal of Electronic Commerce Studies, Vol.9, No.1, pp.55-70, 2018. Permanent link to this document: http://dx.doi.org/10.7903/ijecs.1542

Digital Shopping and the Purchasing Journey of Post Graduate Students in Rivers State University, Port Harcourt, Nigeria

The study examined the effect of digital shopping on the purchasing journey of postgraduate students in Rivers State University, Port Harcourt, Nigeria. The study sampled 395 respondents from five (5) faculties in the Rivers State University and 96.45% response rate was used for data analysis. Descriptive and inferential statistics were used to analyse data in this study. Pearson’s Product Moment Correlation Co-efficient (r) was used to test the two hypotheses formulated in this study. The study revealed that to a large extent functionality of the internet infrastructure impact on postgraduate students’ experience in Rivers State University. The study also revealed that to a large extent internet security affects the recommendations by postgraduate students in Rivers State University. The study found that to a large extent that effective digital or online shopping habit/experience helps to strengthen the academic performance of the postgraduate students. The study identified major factors influencing digital or online shopping experience of postgraduate students to include: Insufficient knowledge of how online shopping works, providing for unexpected delays, personal internet access, convenience, poor quality of the products offered online, privacy protection, customer service, time-saving, inadequate technological infrastructure and shipping problems. Conclusively, it is obvious from the study that digital shopping has come to stay because the technological infrastructures have engendered its prevalence in the society. From the test of hypotheses, it is evident that: There is a significant relationship between the functionality of the infrastructure of the internet and repeat online patronage by postgraduate students and there is a significant relationship between the internet security and recommendations by postgraduate students. The study, therefore, recommends that online shop owners/operators should take important measures to eliminate the psychological factors like trust and security and build trust in the online retail firms and ensure the privacy of online consumers.

Customer Experience in Online Shopping: A Structural Modeling Approach

ABSTRACTOnline retail's rapid growth in India has triggered both untapped growth opportunities and challenges to maintain consumer “stickiness” to retailer websites. In this context, online customer experience (OCE) has emerged as a strategic differentiator for sustainable competitive edge. However, there is a paucity of empirical research in this field. Therefore, drawing on extant literature and qualitative research of online shoppers, this study proposes an integrated model of OCE with antecedents, components, and outcome variables. Data for this study were collected from Indian online shoppers; the data are empirically tested along with the moderating effect of time availability on OCE. Results of the study largely support the model and contribute to knowledge creation on OCE in the Indian context and to strategy development for online retailers.

Online shopping experience in an emerging e-retailing market

PurposeWhile e-commerce has been widely cited as the new marketing frontier, thus necessitating the need to deliver seamless shopping experiences across various online channels to achieve success, very few firms have the well withal to clearly tie customer experience investments to marketing outcomes. Theoretically speaking, the understanding of the drivers and outcomes of online shopping experience especially group behavior is imprecise. Therefore, this paper aims to investigate the drivers and outcomes of online shopping experience (OSE).Design/methodology/approachA combination of netnography and conversation analysis was used on a pool of qualitative data generated from the Facebook page of a leading online retailer that has online presence in 11 African countries.FindingsTwo broad categories of OSE under seven drivers and five distinct behavioral outcomes of OSE emerged from the study. The two categories of OSE drivers, though unique, widely fit into the existing frameworks of OSE. The study also indicates that shoppers seize other shoppers’ reviews as a suitable platform to engage in a wide range of behaviors.Research limitations/implicationsThe main theoretical implications include the following: complaint handling is not only a behavioral construct but also a stimulator/driver of online shopping experience; consumer behavior is stimulated more by cognitive drivers; trust is an outcome of OSE which leads to not only electronic word of mouth but also external response to service failure; and shoppers perceive external response to service failure as the last resort and this last resort can be activated by regrets and poor internal response to service failure. The major limitation of this study is that the proposed conceptual model was not empirically tested. Future research is required to validate the model.Practical implicationsThe managerial implications of the findings are that in addition to providing superior shopping experience through enhancing the drivers of OSE identified in this study, online retailers must work assiduously to reduce incidents leading to service failures and promptly undertake service recovery actions whenever service failure occurs. Online retailers especially those operating in emerging markets will therefore benefit from their service recovery investments if they proactively install processes that enable them to promptly and satisfactorily recover failed services.Originality/valueThis paper contributes to service science research by proposing a unique belief-attitude-intention model of the drivers and outcomes of OSE on a relatively underexplored field. The proposed conceptual model advances the stimulus-organism-response framework, theory of planned behavior, satisfaction theories and shopping behavior literature in several directions.

KORELASI FAKTOR PEMBENTUK PERSEPSI DENGAN PERSEPSI KONSUMEN TERHADAP MEDIA PEMASARAN ONLINE (www.goodplant.co.id)

<em>The development of information technology has opened a business network, especially the Internet. Agribusiness actors have also started using the internet to market their products using the website. www.goodplant.co.id is an e-commerce that sells hydroponics products. This study is intended to identify the characteristic of perception maker of the consumers of goodplant.co.id, correlation of consumers’ perception maker characteristics and consumers’ perception of quality of goodplant.co.id as an online marketing media. This study applied a descriptive study through the survey. The subject of this study was people who have accessed the website, or people who have done any transaction on the website. The subject was chosen using judgment sampling by Google Docs. The amount of the subject is decided to use the estimation of population proportion and confidence level, which was made with 95% of 100 respondents. This study was conducted using two kinds of data, primary data, and secondary data. The data were analyzed using Kendall correlation. The result of the study showed that: (1) the age range of the respondents is 17 – 34 years old, (2) the education of the respondents are diploma/ undergraduate degree, (3) most of the respondents are an employee or entrepreneur, and having high revenue, (4) most of the also frequently do online shopping. There was a significant correlation between education, revenue, occupation, and online shopping experience toward the consumers’ perceptions of goodplants.co.id as an online marketing media. However, there was no significant correlation between the age range of the consumers with their perceptions of goodplants.co.id as an online marketing media.</em>

Digital Shopping and the Purchasing Journey of Post Graduate Students in Rivers State University, Port Harcourt, Nigeria

The study examined the effect of digital shopping on the purchasing journey of post graduate students in Rivers State University, Port Harcourt, Nigeria. The study sampled 395 respondents from five (5) faculties in the Rivers State University and 96.45% response rate was used for data analysis. Descriptive and inferential statistics were used to analyse data in this study. Pearson’s Product Moment Correlation Co-efficient (r) was used to test the two hypotheses formulated in this study. The study revealed that to a large extent functionality of the internet infrastructure impact on post graduate students’ experience in Rivers State University. The study also revealed that to a large extent internet security affects the recommendations by post graduate students in Rivers State University. The study found that to a large extent that effective digital or online shopping habit/experience helps to strengthen the academic performance of the post graduate students. The study identified major factors influencing digital or online shopping experience of post graduate students to include: Insufficient knowledge of how online shopping works, providing for unexpected delays, personal internet access, convenience, poor quality of the products offered online, privacy protection, customer service, time saving, inadequate technological infrastructure and shipping problems. Conclusively, it is obvious from the study that digital shopping has come to stay because the technological infrastructures have engendered its prevalence in the society. From the test of hypotheses, it is evident that: There is significant relationship between the functionality of the infrastructure of the internet and repeat online patronage by post graduate students and there is significant relationship between the internet security and recommendations by post graduate students. The study therefore recommends that online shop owners/operators should take important measures to eliminate the psychological factors like trust and security and build trust in the online retail firms and ensure the privacy of online consumers.

Internet usage and experience in online shopping influences the attitude of people about e-market

Shopping on various brands and things has become entirely easy across the world through internet. Trade and business works hand in hand with the development of internet usage. Consumers purchase online majorly for new and innovative products which can be compatible for their budget. Sixty respondents were selected for the study using random sampling method in Hyderabad city. A detailed interview schedule was used for collection of information about the internet usage and online shopping attitude among the respondents. Sixty per cent of the total study population has done online purchase. Majority (78%) of the respondents expressed themselves as intermediate in proficiency level of internet usage. Non online shoppers have also reported that they check to online products and their price before they go to retail stores for purchase. There is a significant variation among the proficiency level and attitude of the students, towards positive correlation. Thus, internet usage has influenced the respondents to involve in online shopping and creates a positive attitude towards the purchase of online goods.

Consumer choice of multichannel shopping

PurposeConsumers display complex shopping behaviors in the multichannel environment, which includes traditional retail stores and the internet. The purpose of this paper is to examine the effects of the customer-sales associate relationship, customers’ receptiveness to online store shopping, and their interaction effects on the customer’s attitude toward multichannel shopping behavior when the firm decides to establish an online store as the online channel. The authors also examine how customers’ multichannel shopping behavior affects their future spending intentions.Design/methodology/approachSurvey data were collected by soliciting 231 customers who purchased cosmetics in department stores within the past three months. Subjects were asked to give their overall evaluation of their offline and online shopping experiences in the last three months.FindingsResults show that the customer-sales associate relationship significantly reduces customers’ attitude toward searching offline but purchasing online. Receptiveness to online store shopping has significant effects on customers’ attitude toward multichannel shopping behaviors regardless of whether they search or purchase via the online channel. The customer-sales associate relationship also moderates the relationship between customers’ receptiveness to online store shopping and multichannel shopping behaviors. Finally, unlike other types of online and offline multichannel shoppers who display higher future spending intentions when the physical store decides to open an online store, those who prefer physical stores for both information searching and product purchasing display lower spending intentions.Originality/valueTo the best of the authors’ knowledge, this paper is the first to use customer-sales associate relationships to investigate consumers’ attitude toward multichannel shopping behavior. The findings provide meaningful implications for service providers that use sales associates to increase consumers’ value via face-to-face service, but find it challenging to go online.

Brick and mortar store vs. online shopping experience: a study

India is rapidly growing in its retail market with the fastest penetration in the field of online retailing. According to the Internet and Mobile Association of India (IAMAI), India's internet base which is already the third largest in the world after China and the USA, is growing by nearly 40% YOY. This growth is highlighted by some of its major online retailers like Flipkart, Jabong, Myntra, Snapdeal, and Homeshop 18. Evolution in the consumer market nurtured by demographic shifts, behavioural changes, and consumers' attitudes toward the economy has resulted in the growth of e-tailing which has affected the brick-and-mortar retailers, who are making their recovery and growth at a very low pace. The present exploratory study aims to analyse consumer's preference of shopping in brick and mortar stores vs. online shopping, and how several attributes such as ambience, gratification, experience of touch and feel, etc., are contributing to the benefits of visiting a brick-and-mortar outlet in comparison to an online shopping experience.