Effect of online shopping experience on customer loyalty in apparel business-to-consumer ecommerce

2021 ◽  
pp. 004051752110165
Author(s):  
Wei Yin ◽  
Bugao Xu
Keyword(s):  
Factor Analysis ◽  
Customer Loyalty ◽  
Convergent Validity ◽  
Discriminant Validity ◽  
Online Shopping ◽  
Emotional Experience ◽  
Customer Experience ◽  
Measurement Scale ◽  
Shopping Experience ◽  
Business To Consumer

The objectives of this study were to identify major dimensions of customers’ online shopping experience and to examine their impacts on customer loyalty. Customer experience dimensions were firstly searched from the reviewed literatures, and the five dimensions, that is, website, product, service, brand, and emotional experience, were deemed to be relevant to the apparel business-to-consumer ecommerce by experienced shoppers through in-person interviews. Online shopping experience data were then collected through an online questionnaire surveyed in two timeframes, generating two datasets that have 306 and 369 valid samples, respectively. The reliability of the measurement scale was assessed with the two datasets by Cronbach’s alpha coefficients; the scale’s construct validity was verified with the first dataset by the exploratory factor analysis, and the confirmatory factor analysis was performed with the second dataset to evaluate the fit indices, convergent validity, and discriminant validity of the scale. Lastly, the correlation and regression analyses were conducted to establish an experience–loyalty model. It was found that the effects of customer experience decreased in the order from product, brand, service, emotional, and website experience. The factor loadings of the scale items indicated that (a) accurate product information had the strongest effect on website experience, (b) product quality had the strongest effect on product experience, (c) product return and exchange processes had the strongest effect on service experience, (d) apparel brand had the strongest effect on brand experience, and (e) shopping journey had the strongest effect on emotional experience.

The assessment of perceived information pollution in banking sector

2018 ◽  
Vol 35 (2) ◽  
pp. 68-76 ◽  
Author(s):  
Qaisar Iqbal ◽  
Siti Hasnah Hassan ◽  
Noor Hazlina Ahmad
Keyword(s):  
Factor Analysis ◽  
Convergent Validity ◽  
Information Quality ◽  
Discriminant Validity ◽  
Banking Sector ◽  
Reliability And Validity ◽  
Measurement Scale ◽  
Area Of Interest ◽  
The Social ◽  
Relationship Of

Infollution management is a substantial dilemma in this century. There is lacking empirical evidence about infollution management. Perceived infollution has been explored based on information quality. This study aims to identify the factors of perceived infollution (information pollution) and validate those factors using confirmatory factor analysis (CFA). Researchers have personally collected data from employees of the banking sector. Factor analysis was performed to explore the factors using Statistical Package for the Social Science, and CFA was conducted to check the reliability, validity, and the model fitness in SmartPLS. The scale developed in this study has exhibited high values of reliability and validity and ensured the presence of both discriminant validity and convergent validity. The newly developed scale of perceived infollution provides a basis for most of the academicians and researchers to empirically investigate the relationship of perceived infollution with individual’s performance and organizational effectiveness, which is considered an important area of interest among the academic researchers in recent years. Extent literature review suggests that it is the first study conducted to develop measurement scale of perceived infollution (information pollution).

Interaction orientation based on value co-creation theory: scale development and validation

2019 ◽  
Vol 2 (3) ◽  
pp. 298-322
Author(s):  
Hongyan Yu ◽  
Rong Liu ◽  
Daowu Zheng
Keyword(s):  
Factor Analysis ◽  
Convergent Validity ◽  
Information Technologies ◽  
Discriminant Validity ◽  
Rapid Development ◽  
Operational Definition ◽  
Study Data ◽  
Measurement Scale ◽  
Content Type ◽  
Interaction Quality

Purpose With the rapid development of information technologies and the internet, firms have increasingly focussed on customer interactions to realise value co-creation. Previous studies have empirically examined interaction orientation, but their measurements have been derived from goods-dominant logic and have not explained the mechanism of value co-creation. The purpose of this paper is to propose an operational definition and define the dimensions of interaction orientation based on value co-creation theory (IOVCC), and then develop a scale for it. Design/methodology/approach In this study, data were collected from employees via three questionnaire surveys, and then analysed using exploratory factor analysis and confirmatory factor analysis. Findings The findings are as follows: IOVCC represents a firm’s implementation of a set of marketing actions aimed at inserting the firm into its customers’ daily life practices and co-creating value with the customers. The construct of IOVCC consists of five behavioural dimensions: “building communication channels”, “involving customers in co-production”, “improving service capabilities”, “improving interaction quality” and “integrating interaction resources”. The measurement scale for IOVCC has acceptable levels of reliability, content validity, convergent validity, discriminant validity and nomological validity. Originality/value This study enriches the literature on value co-creation theory by revealing the process and actions of co-creating value. It also contributes to the understanding of service touchpoints by highlighting the interaction quality of touchpoints. In addition, the authors have developed a reliable and valid scale for IOVCC, thereby facilitating the measurement of a firm’s implementation of the “value co-creation” business philosophy.

Reasons for Non-Engagement in Online Shopping

2016 ◽  
Vol 12 (2) ◽  
pp. 17-30 ◽  
Author(s):  
Rex P. Bringula
Keyword(s):  
Factor Analysis ◽  
Credit Card ◽  
Convergent Validity ◽  
Discriminant Validity ◽  
College Graduates ◽  
Online Shopping ◽  
Future Research ◽  
Varimax Rotation ◽  
Item Questionnaire ◽  
Confirmatory Factor

This study aimed to determine the reasons why Filipinos were not engaged in online shopping. Toward this aim, 400 respondents answered a 23-item questionnaire. It was revealed that most of the respondents were male, single, and at least college graduates. They were employees, belonged to diverse economic backgrounds, had computer and Internet access at home, and owned ATM cards. The majority did not have a credit card. Exploratory factor analysis using varimax rotation revealed that there were four reasons why respondents were not engaged in online shopping. These reasons were availability of mall services (M), quality issues (Q), price concerns (P), and interest (I). Confirmatory factor analysis reduced the number of items of MQPI from 23 to 17 items. It was disclosed that the constructs were of good fit. Discriminant validity showed that all reasons were distinct from one another. Convergent validity of the constructs was also achieved. MQPI was able to capture 72% of the reasons why Filipinos were not engaged in online shopping. Implications and directions for future research that could be derived from this study were also presented.

Developing a Consumer Complaining and Recovery Effort Scale

2015 ◽  
Vol 42 (5) ◽  
pp. 686-715 ◽  
Author(s):  
Lu Lu ◽  
Dogan Gursoy ◽  
Christina Geng-Qing Chi ◽  
Guangshun Xiao
Keyword(s):  
Factor Analysis ◽  
Confirmatory Factor Analysis ◽  
Convergent Validity ◽  
Discriminant Validity ◽  
Measurement Scale ◽  
Validity And Reliability ◽  
Confirmatory Factor ◽  
Recovery Effort ◽  
Affective Components ◽  
Using Data

The main purpose of this study is to identify the underlying dimensions of consumer complaining and recovery effort and to develop a multidimensional scale to measure this construct. Literature suggests that the consumer complaining and recovery effort is a four-dimensional construct consisting of procedural, cognitive, time-related, and affective components. Using data collected from hotel guests, a measurement scale is developed to assess this four-dimensional construct. First, a factor analysis is conducted on one set of data. Afterward, the underlying dimensions identified by the exploratory factor analysis are confirmed by conducting a confirmatory factor analysis on a separate set of data. Findings suggest that the scale developed in this study presents substantial convergent validity, discriminant validity, predictive validity, and reliability.

Customer Experience: Extracting Topics From Tweets

2021 ◽  
pp. 147078532110475
Author(s):  
Manit Mishra
Keyword(s):  
Social Media ◽  
Customer Service ◽  
Latent Dirichlet Allocation ◽  
Online Shopping ◽  
Customer Experience ◽  
Process Failure ◽  
Shopping Experience ◽  
Social Media Platforms ◽  
Media Platform ◽  
Moments Of Truth

The ubiquity of social media platforms facilitates free flow of online chatter related to customer experience. Twitter is a prominent social media platform for sharing experiences, and e-retail firms are rapidly emerging as the preferred shopping destination. This study explores customers’ online shopping experience tweets. Customers tweet about their online shopping experience based on moments of truth shaped by encounters across different touchpoints. We aggregate 25,173 such tweets related to six e-retailers tweeted over a 5-year period. Grounded on agency theory, we extract the topics underlying these customer experience tweets using unsupervised latent Dirichlet allocation. The output reveals five topics which manifest into customer experience tweets related to online shopping—ordering, customer service interaction, entertainment, service outcome failure, and service process failure. Topics extracted are validated through inter-rater agreement with human experts. The study, thus, derives topics from tweets about e-retail customer experience and thereby facilitates prioritization of decision-making pertaining to critical service encounter touchpoints.

scholarly journals Reliability and Validaty of St George Respiratory Questionnaire (SGRQ) into Indonesian Version

2014 ◽  
Vol 3 (3) ◽  
pp. 179
Author(s):  
Adnan Adnan ◽  
Dyah Aryani Perwitasari ◽  
Ully Adhie Mulyani
Keyword(s):  
Quality Of Life ◽  
Factor Analysis ◽  
Convergent Validity ◽  
Discriminant Validity ◽  
Special Instrument ◽  
Convergent And Discriminant Validity ◽  
Group Validity ◽  
Section Design ◽  
St George's Respiratory Questionnaire

Tuberculosis (TB) is one of the disease as the highest contributor to the disease burden in Indonesia. Tuberculosis can affect the patients’ quality of life, such as psychological, physical, and social functioning. St. George's Respiratory Questionnaire (SGRQ) is a special instrument which was widely used to measure the patients’ quality of life with respiratory disease. The objective of this study was to validate the Indonesian version of the SGRQ as instrument to collect data. A descriptive cross section design with 61 subjects was conducted at the Pulmonary Clinics and Primary Health Centers in the region of Yogyakarta within 3 months. The validation process included the known group validity, convergent and discriminant validity and factor analysis. There were 14 items question numbers which did not meet the criteria for convergent validity and 9 items which did not meet the criteria for discriminant validity. Known group validity analysis on gender showed that of the three domains of SGRQ, the activity domain gave statistically significant result. The factor analysis showed the result of Kaiser Meyer Olkin analysis (KMO) was less than 0.5. With a few modifications, the Indonesian version of SGRQ is valid and reliable for measuring quality of life in tuberculosis patients.

Measurement of innovation capability in supply chain: an exploratory study

2016 ◽  
Vol 8 (4) ◽  
pp. 331-349 ◽  
Author(s):  
Faisal Iddris
Keyword(s):  
Factor Analysis ◽  
Supply Chain ◽  
Exploratory Factor Analysis ◽  
Convergent Validity ◽  
Measurement Scale ◽  
Unique Contribution ◽  
Innovation Capability ◽  
Content Type ◽  
Four Dimensions ◽  
Idea Management

Purpose The purpose of this paper is to explore the development of innovation capability construct measures in the context of supply chain and to objectively identify the key dimensions for stimulating focal firms’ innovativeness. Design/methodology/approach The scale items for this research were obtained from extant literature. The data were collected from homogenous sample of 117 Ghanaian middle level managers (respondents). Exploratory factor analysis was used to identify the main dimensions of innovation capability. Based on the statistical analysis, four dimensions were obtained – idea management, idea implementation, collaboration and learning – and the convergent validity, discriminant validity, nomological validity and reliability tests indicate that the scales are valid and reliable Findings Four dimensions (factors) of innovation capability were identified from the exploratory factor analysis. These dimensions were labelled as idea management, idea implementation, collaboration and learning. The results indicate that the integration of the dimensions of innovation capability may stimulate a focal firm’s innovativeness. Research limitations/implications First, the measurement scale might not capture all the important dimensions of innovation capability. Second, the judgmental sampling used in this study means that the result cannot be generalised to the entire supply chain population, third, the sample was drawn from one geographical location using non-probability sampling technique. Practical implications The measures provide supply chain managers with a better approach of understanding the innovation capability in their supply chain. For instance, the measurement of supply chain’s innovation capability should help supply chain managers to determine the important innovation areas that need attention most and to permit them to respond to challenges posed by any kind of innovation capability dimension that needs to be enhanced. Originality/value The unique contribution of this paper is the development innovation capability measurement scale in the context of supply chain.

Employee work adjustment scale for small and medium-sized enterprises in Thailand

2019 ◽  
Vol 36 (8) ◽  
pp. 1284-1300 ◽  
Author(s):  
Khahan Na-Nan
Keyword(s):  
Factor Analysis ◽  
Convergent Validity ◽  
High Growth ◽  
Work Adjustment ◽  
Measurement Scale ◽  
Content Type ◽  
New Employees ◽  
Four Dimensions ◽  
Management Behaviour ◽  
New Recruits

Purpose Employee work adjustment (EWA) represents the ability of individuals to adjust effectively to working conditions, supervisors, the environment and their peers. To deal with work adjustment in different environments, companies need to both understand and continually assess their employees. The purpose of this paper is to develop an instrument to measure EWA for small- and medium-sized enterprises (SMEs) in Thailand. Design/methodology/approach The study was conducted in three stages to develop a measurement scale for EWA. First, 18 questions were developed as a questionnaire based on concepts and theories of EWA and validated using exploratory factor analysis (EFA) into four dimensions such as work, supervisor, environment and peer adjustments. Then, a survey was conducted for 360 new employees in SMEs. Finally, confirmatory factor analysis (CFA) and convergent validity were tested along the four adjustment dimensions. Findings This research extended and broadened the EWA concept to provide theoretical support for the adjustment of intelligence research. Four dimensions were developed to measure EWA including aspects of work, supervisor, environment and peer. Research limitations/implications The EWA model was examined using EFA and CFA only. Questionnaire results suggested that concrete constructs were stronger because of single-source, self-assessed data collection as the sample included only employees of SMEs in high-growth sectors of Thailand. EWA findings exhibited a good fit but results require further future refinement and validation using a larger sample size and sampling area. Practical implications The EWA questionnaire has practical use regarding management behaviour and can assist companies and practitioners to better understand the required adjustments for new employees at start-up. This knowledge will help managers to encourage and support newcomers to work better and deliver effective results. Managers and practitioners can develop and hone work adjustment practices for new recruits according to the four dimensions proposed here. Originality/value The validity of this EWA questionnaire will facilitate the future study on boundaries with EWA measurements spanning SMEs contexts. Empirical research results verified that EWA assessment offered new perspectives to explore vital individual work adjustments that are necessary for new recruits to succeed. This instrumental support will help researchers to effectively understand EWA and explore its potential in future studies.

Development and validation of an organisational commitment instrument for generation Y employees in small and medium-sized enterprises in Thailand

2019 ◽  
Vol 51 (4) ◽  
pp. 244-255 ◽  
Author(s):  
Khahan Na-nan ◽  
Salitta Saribut
Keyword(s):  
Factor Analysis ◽  
Generation Y ◽  
Convergent Validity ◽  
Affective Commitment ◽  
General Rule ◽  
Measurement Scale ◽  
Organisational Commitment ◽  
Continuance Commitment ◽  
Content Type ◽  
Psychometric Measurements

Purpose Organisational commitment (OC) has become a hot behavioural topic among researchers, scholars and consulting firms. However, OC instruments have rarely been studied and developed by academics in small and medium-sized Thai enterprises (SMEs). The purpose of this paper is to develop an instrument to measure the OC of Generation Y employees in Thai SMEs. Design/methodology/approach A measurement scale for OC was established in three stages. First, 16 questions were developed as a questionnaire based on the concepts and theories of OC, and a survey was conducted for 360 Generation Y employees working in various SMEs. Second, the questions were validated using exploratory factor analysis and, finally, confirmatory factor analysis and convergent validity were tested. Findings The OC instrument presented excellent reliability at 0.865. Three factors of the 16 questions as normative commitment, affective commitment and continuance commitment were extracted. These all passed the general rule of thumb for minimum acceptability of a measurement system. Originality/value This OC instrument has concrete psychometric measurements and can be applied by researchers, scholars, practitioners and organisations in other settings, especially in the Thai context. Importantly, factor analysis results suggested that the OC questionnaire was suitable for utilisation and application as is, or with minimal modifications, to various business fields and/or settings.

Tour Conductor Playfulness: Conceptualizing and Scale Development

2020 ◽  
Vol 60 (1) ◽  
pp. 197-207
Author(s):  
Tien-Ming Cheng ◽  
Mei-Tsun Chen ◽  
Cheng-Ho Wu
Keyword(s):  
Factor Analysis ◽  
Content Analysis ◽  
Confirmatory Factor Analysis ◽  
Human Resource ◽  
Convergent Validity ◽  
Discriminant Validity ◽  
Future Research ◽  
Tourism Research ◽  
Confirmatory Factor ◽  
Depth Interviews

The purpose of this study is to conceptualize a construct of Tour Conductor Playfulness (TCP) and establish a set of reliable and valid measures for TCP. The construct of TCP introduces a new concept in tourism research, while also extending the application of playfulness theory. TCP also can help businesses train employees and serve as a tool for human resource management. Study 1 produced initial items through in-depth interviews and content analysis, and study 2 conducted two sample collections. First, an exploratory factor analysis was performed by investigating 253 tour conductors, and four factors were identified: playful guiding, enthusiastic guiding, creative guiding, and engaged guiding. Second, this scale was validated with a new sample of 396 tour conductors. We verified the reliability of the TCP scale through confirmatory factor analysis, convergent validity, and discriminant validity to finally obtain 23 items. Implications and suggestions for future research are provided.

Sign in / Sign up

Export Citation Format

Share Document