Shopping Experience For Customers Research Articles

How an In-Store Self-Service Technology Impacts Customer Shopping Experience, Satisfaction and WOM Intentions

Retailers are increasingly using self-service technologies (SSTs) in-store. However, their impacts are not well known. The objective of this study is to establish whether the use of SST and its key characteristics (perceived ease of use (PEOU) and perceived usefulness (PU)) has a significant effect on the customer experience (i.e., cognitive, affective, sensory, behavioral and social dimensions). The effect of these dimensions on satisfaction and positive word-of-mouth (WOM) intent were also investigated. We conducted an in-store experiment in which half of the 102 participants chose sports shoes using an interactive wall while a salesperson exclusively assisted the other half. The results demonstrate that the cognitive/positive affective and sensory dimensions of the experience are positively influenced by use of SST while the social dimension is diminished. Further, when SST was used, the negative affect increased. For customers who used the SST, PEOU and PU contribute to enhance all dimensions of the experience, except for PEOU which lowers the social experience. Customer experience positively impact consumer’s satisfaction and WOM intent.

The Relationship Between Customer Shopping Experience with Customer Loyalty at Alfamart Store in Bandung City

The purpose of this research is to find out and analyze the relationship between the dimensions of experience design and experience delivery in the consumer experience variables with the dimensions of customer satisfaction, service quality, switching costs, and attractiveness in the consumer loyalty variable at Alfamart outlets in the city of Bandung. The object of research under study is consumer experience and consumer loyalty. Associative descriptive analysis and a type of survey in the form of a questionnaire were used in this study. Non-probability sampling is the sampling technique used in this study using purposive sampling. For Statistical Analysis this study uses Structural Equation Modeling (SEM). Alfamart retail consumers living in Bandung's city are the population in this study.

Implementation of Intelligent Navigation System for Shopping using Smart Robots

The development of a path finding algorithm-based intelligent navigation system for a smart robot shopping cart is an exciting project that has the potential to revolutionize the retail industry. With the integration of advanced path finding algorithms, the system will be able to navigate through the store independently, avoiding obstacles and dynamically changing its course to provide customers with a seamless shopping experience. The inclusion of personalized product recommendations and store layout details will help customers find the products they need more quickly and efficiently. Additionally, the system's user interface will provide an interactive shopping experience for customers, making the process more engaging and enjoyable. By automating the shopping cart, the system will also alleviate the workload of store personnel, freeing them up to focus on other important tasks. This could lead to a more efficient and cost-effective retail operation, which may translate into cost savings for both the retailer and the customer. Overall, the successful implementation of the project could significantly enhance the shopping experience for customers, potentially leading to increased customer satisfaction and loyalty. The project could also have broader implications for the retail sector, as other retailers may seek to adopt similar technology to remain competitive.

Winning customer satisfaction toward omnichannel logistics service quality based on an integrated importance-performance analysis and three-factor theory: Insight from Thailand

Electronic commerce (e-commerce) is one of the fastest-growing businesses in the retail sector, especially in Asia. Owing to intense competition, retailers seek to consolidate all customer touchpoints into a single channel to enhance customer shopping experience. The omnichannel has emerged as a key strategic weapon in e-commerce retail business because its adoption hinges on customer perceptions of omnichannel logistics service quality. By drawing on an integrated importance-performance analysis, and a three-factor theory framework, this study examines how customers perceive and assess this quality. A leading e-commerce retailer in Thailand was used in the empirical study. Through a comprehensive literature review, 19 omnichannel logistics service quality attributes were determined based on customer shopping journeys. The attributes were categorized into four quadrants using importance-performance analysis and three-factor theory. As a result, attributes in each quadrant required different management schemes. Furthermore, performance benchmarking in customer satisfaction with omnichannel logistics service quality attributes between the case study and its best competitor was conducted using a performance ratio analysis. This study contributes to the omnichannel logistics literature in terms of assessing customer satisfaction; for e-commerce retail businesses, it provides insights into how managers can win customer satisfaction in the omnichannel logistics competition. Other business sectors that aim to improve customer satisfaction can also apply the framework proposed herein.

The Effect of Electronic Service Quality, Customer Shopping Experience, And Trust on Repurchase with Customer Involvement as Mediation on Shopee Customers in Banda Aceh

This research aims to examine the electronic service quality, customer shopping experience, and trust role in repurchase with customer involvement as mediation on Shopee customers in Banda Aceh City. In this study, the population was all the people of Banda Aceh City who have made purchases at the Shopee Marketplace. This study used non-probability sampling - Quota Sampling as a method of sampling the respondents who have made purchases on Shopee ecommerce. The number of samples is 150. Data were collected by distributing questionnaires and were tested using SPPS, AMOS, and Sobel calculator as statistical tools. The results prove that according to the perspective of Shopee customers in Banda Aceh, Electronic Service Quality, Customer Experience, Trust, Customer Involvement, and Repurchase have been Good; Electronic Service Quality significantly affects Customer Involvement; Customer Shopping Experience significantly affects Customer Involvement; Trust significantly affects Customer Involvement; Electronic Service Quality significantly affects Repurchase; Customer Shopping Experience does not significantly affect Repurchase, Trust does not significantly affect Repurchase, Customer Involvement significantly affects Repurchase, Electronic Service Quality significantly affects Repurchase Through Customer Involvement, Customer Shopping Experience does not significantly affect Repurchase through Customer Involvement, and Trust significantly affects Repurchase through Customer Involvement. The findings also prove that customer involvement serves as a partial mediator for the Electronic Service Quality role in Repurchase and as a full mediator for the Trust role in Repurchase. So it is evident that the model of increasing Repurchases for Shopee customers in Banda Aceh is a function of improving its Shopee Electronic Service Quality, increasing customer Trust, and increasing customer involvement.

Shopping trolley for automated billing system with pick and place mechanism using image processing

In the realm of individual E-business transactions, many people engage in purchasing various items from markets and shopping centers to fulfill their basic needs. Despite the numerous challenges faced by customers, a prevalent issue is the time-consuming process of waiting in line for billing, even when the purchase involves only a couple of items. This traditional method of queuing up, handling cash transactions, and the average time spent on each customer becomes particularly burdensome in crowded grocery stores and shopping malls .Customers, especially those inclined towards embracing new technologies, are eager for innovations that streamline the billing process, reducing waiting times and overall transaction duration. The primary objective is to meet the essential needs of customers and, importantly, alleviate the time spent on the billing process. The proposal is to transition from the conventional waiting-in-line approach to a system where the billing is completed within the shopping trolley itself. This paper introduces a technological solution that facilitates a seamless shopping experience, utilizing Raspberry Pi and other advancements. The proposed system is wellsuited for implementation in general shopping centers such as supermarkets, D-mart, Big Bazaar, and Walmart. The technology aims to significantly reduce time consumption, offering an enhanced shopping experience for customers.

An Empirical Study Of Using New Technology like NFC, AI, RFID etc. to be implemented in shopping malls in ajmer : To Ease Out The Customer Shopping Experience Like Queue Less And Cashless Payment Mode

An Empirical Study Of Using New Technology like NFC, AI, RFID etc. to be implemented in shopping malls in ajmer : To Ease Out The Customer Shopping Experience Like Queue Less And Cashless Payment Mode

The Internet of Things – Improving Customer Shopping Experience at Stores

The Internet of Things (IoT) has evolved from just being an experimental concept, and is now completely transforming the ways in which industries operate. Forbes calls the Internet of Things a giant network of connected things, with relationships between people and people, people and things, and things and things. We consider the problem of tracking physical browsing by users in indoor spaces such as retail stores[13]. Analogous to online browsing, where users choose to go to certain web pages, dwell on a subset of pages of interest to them, and click on links of interest while ignoring others, we can draw parallels in the physical setting, where a user might walk purposefully to a section of interest, dwell there for a while, gaze at specific items, and reach out for the ones that they wish to examine more closely. As our contribution, we design techniques to explore and track each of these elements of physical browsing using a combination of a smartphone shopping app which eases the customers' physical shopping experience and BLE beacons for [5]. We believe that access to physical browsing information of shoppers in retail stores can not only provide crucial insights into shoppers’ needs and interests but also reveal the effectiveness of the store layout itself.

E-commerce market trends: a case study in leveraging Web 2.0 technologies to gain and improve competitive advantage

The emergence of Web 2.0 technologies has changed the way e-commerce can be sustained and improved to enhance competitive advantage. Integrating Web 2.0 technologies into e-commerce websites not only improves customer shopping experience but also enhances customer engagement. This paper examines Malaysian e-commerce engagement on Web 2.0 technology platforms to improve the customer shopping experience and customer engagement at their online retail store. The findings show that most of the Malaysia e-commerce websites have substantially integrated Web 2.0 technologies into their online retail store to gain and improve their competitive advantage. Furthermore, increased frequency of engagement in social mediums such as Facebook increases impact in terms of effect on customer shopping experience and customer engagement at online retail stores. In summary, Web 2.0 technologies influence changes in customer purchase behaviour, shopping experience and ultimately, the dramatic change in top ten ranking in the Malaysian e-commerce landscape.

A Study of Consumers' Retail format Choice & Patronage Behaviour in Food & Grocery Retailing at Bengaluru

Retailing in India is an unchartered territory. Retailing in India is gaining attention like never before. Organized retailing is creating euphoria amongst Indian consumers drawing them into malls and trade areas in huge numbers. Retailers are offering newer service dimensions to create unique shopping experience for customers. Shopping for food and grocery products has witnessed a revolution in Indian retail market with the conspicuous changes in the consumer buying behaviour driven by strong income growth, changing life styles and favorable demographic patterns. Most of the food and grocery products reach the consumers through Neighborhood kirana stores which are unorganized. But the very fast changing trends in consumption patterns, food and eating habits of consumers have contributed immensely to the growth and development of 'Western' format typologies such as super markets, convenience stores, discount stores and hyper markets. This desertion aimed to explore and examine the predictability of major constructs (i.e., shopper attributes, store attributes, information sources and situational factors) on retail format choice behaviour in food and grocery retailing from the proposed model based on the identification of research gaps. This research paper also intended to examine the repatronage intensions with chosen store formats. The hypothesised relationships among the major constructs were examined. The study has revealed various path breaking findings which auger well for the voluminous growth and even development of retail formats in foodagrocery retailing in India. The study has elaborately discussed and considered various academic and managerial implications for food and grocery retail industry.

Item-level RFID for enhancement of customer shopping experience in apparel retail

In the customer-oriented apparel retail industry, providing satisfactory shopping experience for customers is a vital differentiator. However, traditional stores generally cannot fully satisfy customer needs because of difficulties in locating target products, out-of-stocks, a lack of professional assistance for product selection, and long waiting for payments. Therefore, this paper proposes an item-level RFID-enabled retail store management system for relatively high-end apparel products to provide customers with more leisure, interaction for product information, and automatic apparel collocation to promote sales during shopping. In this system, RFID hardware devices are installed to capture customer shopping behaviour and preferences, which would be especially useful for business decision-making and proactive individual marketing to enhance retail business. Intelligent fuzzy screening algorithms are then developed to promote apparel collocation based on the customer preferences, the design features of products, and the sales history accumulated in the database. It is expected that the proposed system, when fully implemented, can help promote retail business by enriching customers with intelligent and personalized services, and thus enhance the overall shopping experience.

Feature Ranking in Sentiment Analysis

With the rapid expansion of e-commerce over the past 15 years, more products are sold on the Web. More and more people are buying products online. In order to enhance customer shopping experience, it has become a common practice for online merchants to enable their customers to write reviews on products that they have purchased. Some popular products can get hundreds of reviews or more at some large merchant sites. Manual analysis of customer opinions is only possible to a certain extent and very time-consuming due to the multitude of contributions.From the e-commerce perspective, receiving consumer’s feedback can greatly improve its strategies in order to increase products of the sector. This research work will present feature wise sentiment analysis of customer review. The goal of feature level sentiment analysis is to produce a feature-based opinion summary of multiple reviews With summaries of opinions and features of the product, people can make effective decisions in less time. Such mining can be helpful for competitive marketing. Feature extraction can be performed using two approaches. Rule-based algorithm and HAC algorithm. Feature ranking will be done using MAX opinionscore algorithm and opinion score obtained from SentiWordNet.

Sentiment Analysis for Product Reviews

With the rapid expansion of e-commerce over the past years, more products are sold on the Web, and more and more people are buying products online. In order to enhance customer shopping experience, it has become a common practice for online merchants to enable their customers to write reviews on products that they have purchased. An increasing number of people are writing reviews. As a result, the number of reviews that a product receives grows rapidly. Manual analysis of customer opinions is very time consuming due to the multitude of contributions. So the sentiment analysis is use to extract, aggregate and analysed the opinions on product from discussion forums. In this paper, Sentiment analysis for product reviews is proposed which uses Advanced Naive Baysian Algorithm technique to find whether the reviews are positive or negative. Keywords: Sentiment Analysis, Naive Baysian algorithm

Customer shopping experience in malls with entertainment centres in Chennai

The purpose of this paper is to assess customer shopping experience in malls with entertainment centres in Chennai. This research aims to explore the shopping experience of customers’ visit at malls with entertainment centres due to the availability of large scale entertainment centres. The purpose of this paper is to provide an insight of the role of external and internal variables in influencing the choice of Mall and shopping behavior. The data for this study are from face-to-face mall intercepts of shoppers in two malls with entertainment centres (City Centre Mall and Express Avenue Mall of Chennai). The survey was conducted among 93 shoppers including both shopping malls. The analysis concludes that shopping centres with entertainment facilities has an increasing emphasis on customer visit to the malls. The results suggest that the shoppers consider theatre as an added advantage to visit the mall, whether or not they visit the theatre. Also, the customers mostly visit Apparel store, followed by food services, leather stores, fashion stores, consumer service, professional services, electronic stores, departmental stores, home ware and so on. The findings will help the owners of shopping malls to meet the needs of the visitors of shopping malls. It also serves as an encouragement to the store owners in shopping malls to cater for the needs of the shoppers. Key words: Shopping experience, mall, entertainment, shopping behaviour.