Elements affect online repurchase intentions of Malaysia's online shoppers

Author(s):  
Meisam Karami ◽  
Ali Akbar Hozhabri ◽  
Ezzatollah Asgharizadeh ◽  
Khalil Md Nor ◽  
Saif-Ur-Rehman Khan ◽  
...  
Author(s):  
Chechen Liao ◽  
Hong-Nan Lin ◽  
Margaret Meiling Luo ◽  
Sophea Chea

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Sai Vijay Tata ◽  
Sanjeev Prashar ◽  
Chandan Parsad

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.


2017 ◽  
Vol 54 (5) ◽  
pp. 651-668 ◽  
Author(s):  
Chechen Liao ◽  
Hong-Nan Lin ◽  
Margaret Meiling Luo ◽  
Sophea Chea

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Erlinda Nusron Yunus

PurposeThis study examines the different effects of service recovery strategies on customers' future intentions when online shoppers were experiencing delivery failures. Two types of problem severity are evaluated: wrong-product delivery (issues with the product quality or quantity) and late delivery. This study also investigates the impact of service criticality on the relationship between service recovery strategies and customers' future intentions.Design/methodology/approachThis study employs experimental research with 123 online shoppers as participants. Following the results, a subsequent test is conducted to examine the effect of participants' demographics on future intentions. Finally, the current study elaborates the findings using qualitative research, interviewing both sides impacted by the service failures: online shoppers and e-retail managers.FindingsThe findings show that complementing product replacement with monetary compensation is the most effective strategy to improve repurchase intention after a dissatisfaction moment. This effect is indifferent to service criticality and severity. Age influences the participants' repurchase intentions, in which younger people are less tolerant of service failures. In contrast, gender and education level do not provide any differences. To prevent delivery failures, managers participating in this study suggest several best practices regarding systems and infrastructure, people and coordination and collaboration with logistics partners.Research limitations/implicationsThe study mainly examines a limited type of service and service failures. Further studies are encouraged to expand the variables and scenarios, as well as to employ more distinctive methods, to enrich the findings related to recovery strategy in the e-commerce industry.Practical implicationsGiven proper compensation, service failure could create momentum for online retailers to boost customer loyalty. This study suggests that managers design the most effective service recovery to win customers back to the business.Originality/valueThis paper enriches the literature related to a service recovery strategy, particularly within the online shopping context.


2019 ◽  
Vol 118 (6) ◽  
pp. 100-102
Author(s):  
D.David Winster Praveenraj ◽  
A. Prasanth

Usually, in a process of purchasing products at Amazon.in, several steps are required to purchase the products where the consumer begins to navigate through the advertisements, internet and word of mouth, then search the products on search bar to purchase the products. In general, the process requires the customer to be seated before beginning. This study aims to discuss the consumer's perception of online products purchasing and delivery services in Karur. The survey was conducted among 100 respondents who were selected based on purposive sampling. The research focuses on the study and analysis of data collected from all those users who already use online delivery services.


2019 ◽  
Vol 23 (8) ◽  
pp. 73-88
Author(s):  
Woo-Sung Cho ◽  
Seung-Gyun Yoo ◽  
Ki-Hong Jeon ◽  
Chang-Youl Choi

2016 ◽  
Vol 1 (3) ◽  
Author(s):  
Noorriati Din ◽  
Lennora Putit ◽  
Muhammad Naqib Mohd Noor

Having an attractive and innovative web design could serve as a basis for both offline and online retailers to provide detailed information towards satisfying potential buying intention amongst online shoppers, and subsequently contribute traffic flow to the intended website. This study revealed that both graphic design and social cues attributes were found to have a positive and significant relationship with customer loyalty. Given the valuable experience to the site, the aim of this study is to investigate the extent to which website design attributes affects customer loyalty towards a particular brand or product.© 2016. The Authors. Published for AMER ABRA by e-International Publishing House, Ltd., UK. Peer–review under responsibility of AMER (Association of Malaysian Environment-Behaviour Researchers), ABRA (Association of Behavioural Researchers on Asians) and cE-Bs (Centre for Environment-Behaviour Studies, Faculty of Architecture, Planning & Surveying, Universiti Teknologi MARA, MalaysiaKeywords: Website design; social cue design; grahic design; customer loyalty


Author(s):  
Amit Kumar Bhanja ◽  
P.C Tripathy

Innovation is the key to opportunities and growth in today’s competitive and dynamic business environment. It not only nurtures but also provides companies with unique dimensions for constant reinvention of the existing way of performance which enables and facilitates them to reach out to their prospective customers more effectively. It has been estimated by Morgan Stanley that India would have 480 million shoppers buying products online by the year 2026, a drastic increase from 60 million online shoppers in the year 2016. E-commerce companies are aggressively implementing innovative methods of marketing their product offerings using tools like digital marketing, internet of things (IoT)and artificial intelligence to name a few. This paper focuses on outlining the innovative ways of marketing that the E-Commerce sector implements in orders to increase their customer base and aims at determining the future scope of this area. A conceptual comparative study of Amazon and Flipkart helps to determine which marketing strategies are more appealing and beneficial for both the customers and companies point of view.


2021 ◽  
pp. 1-16
Author(s):  
Laura Y. Zatz ◽  
Alyssa J. Moran ◽  
Rebecca L. Franckle ◽  
Jason P. Block ◽  
Tao Hou ◽  
...  

Abstract Objective: Online grocery shopping could improve access to healthy food, but it may not be equally accessible to all populations—especially those at higher risk for food insecurity. This study aimed to compare the sociodemographic characteristics of families who ordered groceries online versus those who only shopped in-store. Design: We analyzed enrollment survey and 44 weeks of individually-linked grocery transaction data. We used univariate chi-square and t-tests and logistic regression to assess differences in sociodemographic characteristics between households that only shopped in-store and those that shopped online with curbside pick-up (online only or online and in-store). Setting: Two Maine supermarkets. Participants: 863 parents or caregivers of children under 18 years old enrolled in two fruit and vegetable incentive trials Results: Participants had a total of 32 757 transactions. In univariate assessments, online shoppers had higher incomes (P<0.0001), were less likely to participate in WIC or SNAP (P<0.0001), and were more likely to be female (P=0.04). Most online shoppers were 30–39 years old, and few were 50 years or older (P=0.003). After controlling for age, gender, race/ethnicity, number of children, number of adults, income, and SNAP participation, female primary shoppers (OR=2.75, P=0.003), number of children (OR=1.27, P=0.04), and income (OR=3.91 for 186–300% FPL and OR=6.92 for >300% FPL, P<0.0001) were significantly associated with likelihood of shopping online. Conclusions: In this study of Maine families, low-income shoppers were significantly less likely to utilize online grocery ordering with curbside pick-up. Future studies could focus on elucidating barriers and developing strategies to improve access.


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