Examining the influence of satisfaction and regret on online shoppers' post-purchase behaviour

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Sai Vijay Tata ◽  
Sanjeev Prashar ◽  
Chandan Parsad
Keyword(s):  
Structural Equation ◽  
Online Reviews ◽  
Related Factors ◽  
Content Type ◽  
Repurchase Intentions ◽  
Product Assortment ◽  
Online Shoppers ◽  
Expectancy Confirmation ◽  
Post Purchase

PurposeThe present research has used the expectancy–confirmation model along with the regret theory to examine the influence of six e-retailers' characteristics and confirmation on shoppers' satisfaction or regret. Further, the effect of these two cognitive constructs has been investigated on consumers' post-purchase behaviour like the intention to write reviews, repurchase intentions and brand-switching behaviour.Design/methodology/approachExtensive review of the literature was undertaken to identify the related factors. Data were collected using the survey instrument from 367 respondents. Structural equation modelling using Amos 22.0 was carried out for analysing the data.FindingsThe findings from the data collected from 367 respondents include the significant influence of price transparency, service quality and firms’ sincerity on shoppers' satisfaction.Originality/valueContrary to expectations, it is observed that product assortment, product quality and quality of personalisation did not have any such influence. Also, a firm's sincerity is the only factor that influenced regret. The noticeable outcome of the study pertains to the fact that online reviews are only provided by satisfied shoppers and not shoppers who regret. Rather, such regretting customers prefer switching to the alternative brand(s) and are less inclined to repurchase.

Post-purchase shipping and customer service experiences in online shopping and their impact on customer satisfaction

2018 ◽  
Vol 30 (2) ◽  
pp. 400-416 ◽  
Author(s):  
Yingxia Cao ◽  
Haya Ajjan ◽  
Paul Hong
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Structural Equation ◽  
Online Shopping ◽  
Equation Modeling ◽  
Future Research ◽  
Research Model ◽  
Content Type ◽  
Online Shoppers ◽  
Post Purchase

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.

Ulterior motives in peer and expert supplementary online reviews and consumers' perceived deception

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Umar Iqbal Siddiqi ◽  
Jin Sun ◽  
Naeem Akhtar
Keyword(s):  
Structural Equation ◽  
Online Reviews ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Altruistic Behavior ◽  
Content Type ◽  
Repurchase Intentions ◽  
Expectancy Disconfirmation ◽  
Ulterior Motives

PurposeThe study aims to examine the effects of ulterior motives in peer and expert supplementary online hotel reviews on consumers' perceived deception, dissatisfaction, and its downstream effects on altruistic response and repurchase intentions. The research also examines the moderating role of hotel attribute performance on perceived deception and its consequents.Design/methodology/approachThis study used convenient non-probability sampling and collected data from 448 inbound tourists in China. It used partial least square structural equation modeling technique and SmartPLS 3.0 for analyzing the main and moderating effects of the variables.FindingsThe ulterior motives in peer and expert supplementary reviews significantly affect perceived deception, further leading to consumers' dissatisfaction and engagement in altruistic response. Noticeably, consumers' dissatisfaction is positively associated with repeat purchase intentions. Hotel attribute performance significantly moderates the relationship between the ulterior motives in supplementary reviews and consumers' perceived deception.Originality/valueThe study examines the key issue in online hotel reviews using the expectancy disconfirmation theory and identifies consumers' altruistic behavior because of their dissatisfaction, contributing to ethics and consumer behavior literature. Moreover, the research offers prolific implications for hotel and travel websites and hoteliers in the study context.

Quality of life in breast cancer sufferers

2016 ◽  
Vol 29 (7) ◽  
pp. 721-732 ◽  
Author(s):  
Ahmed Essmat Shouman ◽  
Nahla Fawzy Abou El Ezz ◽  
Nivine Gado ◽  
Amal Mahmoud Ibrahim Goda
Keyword(s):  
Breast Cancer ◽  
Quality Of Life ◽  
Family Income ◽  
Early Stage ◽  
Functional Domain ◽  
Related Factors ◽  
Specific Patient ◽  
Content Type ◽  
Factors Affecting

Purpose – The purpose of this paper is to measure health-related quality of life (QOL) among patients with early stage cancer breast under curative treatment at department of oncology and nuclear medicine at Ain Shams University Hospitals. Identify factors affecting QOL among these patients. Design/methodology/approach – A cross-sectional study measured QOL among early stage female breast cancer (BC) patients and determined the main factors affecting their QOL. Three interviewer administered questionnaires were used. Findings – The physical domain mostly affected in BC patients and the functional domain least. Socio-demographic factors that significantly affected BC patients QOL scores were patient age, education, having children and family income. Specific patient characteristics include caregiver presence – a factor that affected different QOL scores. Age at diagnosis, affection in the side of the predominant hand, post-operative chemotherapy and difficulty in obtaining the medication were the disease-related factors that affected QOL scores. Originality/value – The final model predicting QOL for early stage female BC patients included age, education and difficulty in obtaining the medication as determinants for total QOL score. Carer presence was the specific patient characteristic that affected different QOL scores.

Peer-to-peer marketplaces: a study on consumer purchase behavior

2019 ◽  
Vol 2 (1) ◽  
pp. 37-54 ◽  
Author(s):  
Apostolos Ampountolas
Keyword(s):  
Consumer Satisfaction ◽  
Structural Equation ◽  
Positive Influence ◽  
Peer To Peer ◽  
Purchase Behavior ◽  
Equation Modeling ◽  
Content Type ◽  
Repurchase Intentions ◽  
Digital Ecosystem ◽  
The Relationship

PurposeThe online travel environment continues to expand as the numerous peer-to-peer (P2P) marketplaces that comprise the “sharing economy” have also multiplied and expanded, resulting in a move from the traditional hospitality industry to a new digital ecosystem. The purpose of this paper is to examine the effects of different antecedents and the relationships between benefit factors. It does so by simulating the behavior that leads to consumer loyalty and repurchase intentions within a P2P marketplace transaction.Design/methodology/approachThe analysis is based on survey data from 456 respondents located in different regions, collected via a web-based survey questionnaire. A two-step approach employing confirmatory factor analysis, followed by structural equation modeling, was conducted to evaluate the measurement and structural models, as recommended by Anderson and Gerbing.FindingsThe findings of this study partially confirm the relationship between benefit factors (monetary, hedonic and location benefits) and consumer repurchase intentions. The benefit factors display a positive influence on consumer satisfaction, which mediates the relationship between loyalty and repurchase intentions. Hence, the study contributes to scholarly efforts to better understand why consumers choose to purchase through P2P platforms.Practical implicationsThe findings of this study can provide P2P intermediaries and hosts with the empirical evidence of consumer behavioral changes. Nowadays, in practice, consumers have the ability to compare products and offers. As such, for a consumer to remain loyal to a particular supplier, the offer must satisfy the service and experience that the consumer has in mind, as many alternative offers exist.Originality/valueThis study seeks to identify the behavioral factors that cause even loyal consumers to move from the traditional hospitality industries to P2P platforms, despite the probability of losing any loyalty benefits gained in the traditional industries.

The model of HRM-trust-commitment relationships

2015 ◽  
Vol 115 (8) ◽  
pp. 1457-1480 ◽  
Author(s):  
Dagmara Lewicka ◽  
Katarzyna Krot
Keyword(s):  
Structural Equation ◽  
Affective Commitment ◽  
Content Type ◽  
Calculative Commitment ◽  
Starting Point ◽  
Research Findings ◽  
Organisational Trust ◽  
The Impact ◽  
The Relationship

Purpose – It is worth focusing on the examination of factors influencing the quality of the work environment. The purpose of this paper is to verify the influence of the HRM system and organisational trust on employee commitment. Design/methodology/approach – The survey was conducted in Poland among 370 employees in organisations from two sectors of the economy: services and industry. The verification of the theoretical model was performed based on structural equation modelling. Findings – Research findings made it possible to successfully verify the model of the relationship between the HRM system (practices, process), organisational trust and commitment. The starting point for trust in an organisation followed by commitment is the HRM system. It seems that the impact of the HRM process on creating organisational trust is higher. Research findings have also confirmed a relationship between each type of organisational trust and calculative commitment based on benefits, which is a strong determinant of affective commitment. Organisational trust is, therefore, an intermediary factor because the organisation must build trust in employees first before they become affectively committed. Originality/value – Current studies have not examined the issue of a mutual relationship between three constructs: perceived HRM practices and process, organisational trust and commitment. What is more, previous research was confined to the constructs analysed holistically without considering their complexity (different types of trust and commitment). In addition, the authors attempted to enrich Allen and Mayer’s (1991) model with a new aspect of the commitment – calculative, which is linked to the benefits received by employees. The authors also identified the mediating influence of the trust and calculative commitment onto the affective commitment.

The impacts of relationship marketing on cognitive dissonance, satisfaction, and loyalty

2014 ◽  
Vol 42 (6) ◽  
pp. 553-575 ◽  
Author(s):  
Seyed Shahin Sharifi ◽  
Mohammad Rahim Esfidani
Keyword(s):  
Customer Satisfaction ◽  
Relationship Marketing ◽  
Cognitive Dissonance ◽  
Structural Equation ◽  
Content Type ◽  
Attitudinal Loyalty ◽  
Mediating Role ◽  
Post Purchase ◽  
Purchase Satisfaction

Purpose – The purpose of this paper is to study how relationship marketing can reduce cognitive dissonance in post-purchase stage and, thereby, increase customer satisfaction and encourage loyalty under mediating roles of trust and cognitive dissonance. Design/methodology/approach – Based on a survey on consumers of cell phones, the authors tested the effects of relationship marketing on cognitive dissonance and then customer satisfaction, behavioural, and attitudinal loyalty, using structural equation modelling. Findings – The results indicate that, thanks to relationship marketing, consumers undertook less cognitive dissonance in post-purchase stage. Thus, as consumers faced less cognitive dissonance, they represented more satisfaction and thereby behavioural and attitudinal loyalty. Additionally, the study confirmed the mediating role of trust and cognitive dissonance. Practical implications – The results show that when brands and retailers make their ties with their customers stronger and encourage trust, they can discourage cognitive dissonance in post-purchase stage and thereby encourage customer satisfaction and behavioural and attitudinal loyalty. Originality/value – Literature on post-purchase behaviour and cognitive dissonance shows how cognitive dissonance can reduce post-purchase satisfaction. Our research adds to the literature of both relationship marketing and post-purchase behaviour.

Credibility of online reviews and its impact on brand image

2018 ◽  
Vol 41 (1) ◽  
pp. 148-164 ◽  
Author(s):  
Uttam Chakraborty ◽  
Savita Bhat
Keyword(s):  
Attitude Change ◽  
Attribution Theory ◽  
Structural Equation ◽  
Brand Image ◽  
Oral Communication ◽  
Online Reviews ◽  
Consumer Electronics ◽  
Equation Modeling ◽  
Content Type ◽  
Novel Approach

Purpose Brand image is considered as a signaling phenomenon because high brand image ensures quality product that can reduce consumer’s uncertainty. A strong brand image induces consumers to pay higher prices, which in turn provides competitive advantage and market success to a company. Online reviews, blogs and texts on brand usage experiences are more effective than oral communication to build a strong brand image. Online reviews on products create distinct places for brands in the consumer’s mind, and thus ultimately affect images of the brands. Therefore, the purpose of this study is to investigate the effects of online reviews on functional and hedonic brand images in the context of consumer electronic products in India. Design/methodology/approach The present study adopts a novel approach to collect data. The data have been collected from select e-commerce sites’ brand pages on Facebook through Google form application. A number of respondents are 1,038. Structural equation modeling technique has been used to examine the effects of online reviews on functional and hedonic brand images. Findings The data analysis reveals that source and review quality have more significant effect on credibility evaluation of online reviews as compared to the effects of review consistency and receiver. Moreover, credible online reviews have more impact on hedonic brand image rather than functional brand image in the context of consumer electronics product in India. Originality/value The present study combines Yale attitude change model and attribution theory to examine the effects of online reviews on brand image.

The effect of employee ability, hospital’s ethic and leadership on job satisfaction through employee commitment

2018 ◽  
Vol 37 (1) ◽  
pp. 40-52 ◽  
Author(s):  
Ria Mardiana Yusuf
Keyword(s):  
Health Care ◽  
Service Quality ◽  
Indirect Effect ◽  
Structural Equation ◽  
Health Care Services ◽  
Employee Commitment ◽  
Type A ◽  
Survey Instrument ◽  
Content Type

Purpose The purpose of this paper is to confirm the direct and indirect effect of employee ability, perceived ethic, and leadership and leadership to service quality through employee commitment. Design/methodology/approach A survey instrument is using to collect the data and to measure the effect of employee ability, perceived ethic, and leadership directly to the quality of inpatient health care services was developed. This study also used the self-perception, leadership evaluation and customer evaluation questionnaires. The effects among variables were also analysed by using the structural equation modelling method. Findings The results of the analysis show that the survey instrument was reliable and valid; the implementation of hospital ethic was more emphasised on the nurses (as a front liners); the study proved that there is a direct and indirect effect among variables of employee ability, hospital’s ethic, and leadership to the service quality through the employee commitment; the direct effect of employee commitment variables against the service quality was significantly negative. Research limitations/implications Analyses are developed within the context of a government single hospital of Type A. According to the time sequence of study, this field of study research considered for purpose only (one time study), and was not conducted for experimental study. Originality/value This paper’s main contribution is to propose and empirically test a set of constructs that complement the effect of employee ability, hospital’s perceived ethic, leadership on the service quality of inpatient health care through the employee commitment direct and indirectly in the Type A hospital.

Effect of product attribute beliefs of ready-to-drink coffee beverages on consumer-perceived value and repurchase intention

2016 ◽  
Vol 118 (12) ◽  
pp. 2963-2980 ◽  
Author(s):  
Edward S.-T. Wang ◽  
Jia-Rong Yu
Keyword(s):  
Structural Equation ◽  
Perceived Value ◽  
Repurchase Intention ◽  
Product Attribute ◽  
Content Type ◽  
Repurchase Intentions ◽  
Hedonic Value ◽  
Value Perceptions ◽  
Utilitarian Value ◽  
Functional Attribute

Purpose The purpose of this paper is to explore the effect of the product attribute beliefs of ready-to-drink (RTD) coffee beverages (i.e. content sensory, packaging and branding, and content functional attributes) on perceived value (i.e. utilitarian and hedonic value) and repurchase intention. Design/methodology/approach In the study survey, 401 participants who had purchased RTD coffee beverages within the previous month were included. Structural equation modelling was employed to analyse the survey data. Findings The findings indicate that consumers of RTD coffee beverages form utilitarian and hedonic value perceptions through content sensory, packaging and branding, and content functional attribute beliefs. Furthermore, utilitarian value is one of the most crucial determinants of repurchase intentions. The findings further reveal that whereas content functional attribute beliefs have a dominant influence on utilitarian value, content sensory attribute beliefs have a greater influence on hedonic value. Originality/value The findings of this study can serve as a reference for RTD coffee beverage companies to develop new products and communication strategies.

Trust building in mobile money and its outcomes

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Christian Nedu Osakwe ◽  
Titus Chukwuemezie Okeke ◽  
Michael Adu Kwarteng
Keyword(s):  
Financial Services ◽  
Structural Equation ◽  
Perceived Value ◽  
Trust Building ◽  
Research Model ◽  
Initial Trust ◽  
Related Factors ◽  
Institutional Factor ◽  
Content Type ◽  
Mobile Money

Purpose To examine the key factors that can engender initial trust in mobile money and to also determine whether initial trust can contribute to the perceived value of mobile money, use and recommendation intentions. More specifically, this paper, based on initial trust building model, aims to identify the institutional, cognitive and socially related factors enhancing initial trust in mobile money and its relationship with perceived value, use and recommendation intentions. Design/methodology/approach A self-administered questionnaire was used to collect data from 781 research participants. Variance-based structural equation modelling was used to examine the proposed research model. Findings This research shows the importance of the institutional factor of structural assurance, in conjunction with perceived firm reputation and communicability, in engendering initial trust in mobile money and, in turn, enhancing perceived value, use and recommendation intentions. The research further confirms the mediating influence of perceived value in the relationships between initial trust, use and recommendation intentions. Originality/value The originality of this work lies in the development and empirical confirmation of the research model and which together contributes to an increase understanding of initial trust building in mobile money acceptance. Value-wise, this work has the potential to inform managerial and public policy interventions by helping mobile money operators and policymakers’ rollout essential and even sophisticated financial services like borrowing using the mobile phone for the financially under-served in developing and trust-deficit settings.

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