scholarly journals Analyzing the Impact of Live Chat Service Implementation on Customer Online Shopping Satisfaction

CONVERTER ◽  
2021 ◽  
pp. 308-324
Author(s):  
Susan (Sixue) Jia, Banggang Wu
Keyword(s):  
Customer Satisfaction ◽  
Perceived Risk ◽  
Online Shopping ◽  
Third Party ◽  
Experience Goods ◽  
Return Of Investment ◽  
Live Chat ◽  
Before And After ◽  
Implementation Data ◽  
The Impact

A live chat service is a tool embedded in an online shopping website that allows online vendors to instantly communicate with consumers. Empirical quantification of how live chat affects customer satisfaction in an online shopping scenario facilitates the calculation of the return of investment of the implementation of the live chat service. To this end, this paper obtained 84405 pieces of purchase-and-comment data during 2010-2012 from a major online shopping websites in China, which implemented its live chat service in January, 2012. Results suggest that implementing live chat service can indeed improve customer satisfaction. Meanwhile, such effect is more pronounced for third-party brands, experience goods purchases, high perceived risk products, and cross-buying. This study contributes by pioneeringly conducting before-and-after comparison based on real implementation data, as well as offering critical suggestions to online shopping website managers regarding the decision and optimization of live chat service implementation.

What Is the Impact of Prior Authorization on the Incidence of Pediatric Tonsillectomy?

2020 ◽  
pp. 019459982096963
Author(s):  
Vanessa F. Torrecillas ◽  
Kaden Neuberger ◽  
Alexander Ramirez ◽  
Paul Krakovitz ◽  
Jeremy D. Meier
Keyword(s):  
Elective Surgery ◽  
Lag Time ◽  
Cross Sectional Study ◽  
Health Claims ◽  
Third Party ◽  
Prior Authorization ◽  
Cross Sectional ◽  
Before And After ◽  
The Mean ◽  
The Impact

Objective Third-party payers advocate for prior authorization (PA) to reduce overutilization of health care resources. The impact of PA in elective surgery is understudied, especially in cases where evidence-based clinical practice guidelines define operative candidacy. The objective of this study is to investigate the impact of PA on the incidence of pediatric tonsillectomy. Study Design Cross-sectional study. Setting Health claims database from a third-party payer. Methods Any pediatric patient who had evaluation for tonsillectomy from 2016 to 2019 was eligible for inclusion. A time series analysis was used to evaluate the change in incidence of tonsillectomy before and after PA. Lag time from consultation to surgery before and after PA was compared with segmented regression. Results A total of 10,047 tonsillectomy claims met inclusion and exclusion criteria. Female patients made up 51% of claims, and the mean age was 7.9 years. Just 1.5% of claims were denied after PA implementation. There was no change in the incidence of tonsillectomy for all plan types ( P = .1). Increased lag time from consultation to surgery was noted immediately after PA implementation by 2.38 days (95% CI, 0.23-4.54; P = .030); otherwise, there was no significant change over time ( P = .98). Conclusion A modest number of tonsillectomy claims were denied approval after implementation of PA. The value of PA for pediatric tonsillectomy is questionable, as it did not result in decreased incidence of tonsillectomy in this cohort.

scholarly journals Impact of Perceived Risk on Consumers Technology Acceptance in Online Grocery Adoption amid COVID-19 Pandemic

2021 ◽  
Vol 13 (18) ◽  
pp. 10221
Author(s):  
Sufyan Habib ◽  
Nawaf N. Hamadneh
Keyword(s):  
Perceived Risk ◽  
Purchase Intention ◽  
Online Shopping ◽  
Research Work ◽  
Mobile Internet ◽  
Growth Potential ◽  
Internet Technology ◽  
Consumer Trust ◽  
Online Purchase ◽  
The Impact

E-commerce industry has witnessed a phenomenal growth globally due to the sudden spread of the COVID-19 pandemic and the advancement of mobile Internet technology, with fast adaption of online shopping technologies by the customers. Previously, online shopping was only available in a few product categories and to a select group of consumers. The COVID-19 guidelines related to safety, physical distancing, closure, lockdown, and other restrictions have insisted that consumers shop online. Because of e-commerce growth, the grocery (FMCG) industry is also equipped with advanced technologies such as the Internet of Things (IoT), cloud computing, and block chain technology. This paper analyzes the UTAUT2 model and its influence on perceived risk and consumer trust in online purchase intention of grocery categories of products among Indian customers. We tried to analyze the growth potential of new technologies in grocery retail and formulated the hypotheses. The results showed that the spread of COVID-19 pandemic had a significant influence on the online shopping behavior of Indian customers. The outcome of the study partly assists businesses in understanding the impact of the factors of consumer adaption of technology, perceived risk associated with online transaction, consumer trust in online technologies and consumer online purchase intention of grocery products. To promote e-commerce in India, the current study suggests that marketers should try to develop consumer trust and lowering the perceived risk associated with online shopping. Some management implications and future area of study based on empirical findings are also highlighted in the present research work.

scholarly journals The Impact of Diurnal Preferences on Customer Satisfaction, Word of Mouth and Repurchasing: A Study in Indian College Online Shoppers

2020 ◽  
Vol 16 (1) ◽  
pp. 21-30 ◽  
Author(s):  
Larry Sau Kei Leung
Keyword(s):  
Customer Satisfaction ◽  
Sampling Method ◽  
Word Of Mouth ◽  
Online Shopping ◽  
Snowball Sampling ◽  
Online Retail ◽  
Online Shoppers ◽  
Managerial Implications ◽  
Positive Word Of Mouth ◽  
The Impact

The importance of positive word of mouth (WOM) and repurchasing in competitive online retail environments demands their further study. Although customer satisfaction has been found to drive positive WOM and repurchasing, limited research has explored what type of customers feel more satisfied with online shopping. It was anticipated that the convenient nature of online shopping would better match the conscientious personality traits of customers with earlier sleep and wake times. Data collected from 334 Indian college students participating in this study using a snowball sampling method were analysed by multiple regression. As hypothesised, based on self-congruency theory, customers with earlier sleep and wake times were found to feel more satisfied with online shopping, which in turn enhanced their positive WOM and increased repurchase intention. Theoretical and managerial implications are discussed.

scholarly journals Sustainable Online Shopping Logistics for Customer Satisfaction and Repeat Purchasing Behavior: Evidence from China

2019 ◽  
Vol 11 (20) ◽  
pp. 5626 ◽  
Author(s):  
Choi ◽  
Chung ◽  
Young
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Online Shopping ◽  
Customer Relationship ◽  
Purchasing Behavior ◽  
Logistics Services ◽  
Quality Of Delivery ◽  
The Impact ◽  
Repeat Purchasing

This study examines the impact of the quality of online shopping logistics services on customer satisfaction and in driving subsequent repeat purchasing behavior. Five hypotheses are established to represent the relationships between customer satisfaction and each factor of logistics services: quality of information, quality of order, quality of delivery, price of delivery, and customer service. The research includes surveys conducted over two months from 1 December, 2016, to 31 January, 2017, targeting mostly young Chinese customers with experience purchasing products online, thus representing e-commerce. A questionnaire was distributed to each subject in a sample of 150 Chinese customers with online shopping experience. The empirical analysis indicates that logistics service quality, and primarily the quality of delivery, has a statistically significant impact on customer satisfaction, which, in turn, has a statistically significant impact on repeat purchasing behavior. The results provide insight into the strategy behind China’s rapidly growing online shopping industry, which focuses on maintaining stability through long-term customer relationship management.

Factors affecting online repurchase intention

2014 ◽  
Vol 114 (4) ◽  
pp. 597-611 ◽  
Author(s):  
Chinho Lin ◽  
Watcharee Lekhawipat
Keyword(s):  
Customer Satisfaction ◽  
Online Shopping ◽  
Partial Least Square ◽  
Least Square ◽  
Self Report ◽  
Repurchase Intention ◽  
Content Type ◽  
Shopping Experience ◽  
Online Shoppers ◽  
The Impact

Purpose – The purpose of this paper is to investigate the effects of online shopping experience and habit in relation to adjusted expectations for enhancing online repurchase intention. Design/methodology/approach – The authors employed partial least square (PLS) as a technique used to analyze the measurement and structural models. Data for this research were collected from 240 Taiwanese online shoppers who had experienced online shopping at least four times. Findings – The result of this study indicates that online shopping habit acts as a moderator of both customer satisfaction and adjusted expectations, whereas online shopping experience can be considered a key driver for customer satisfaction. Furthermore, the research findings confirm that customer satisfaction is a vital driver of adjusted expectations and online repurchase intention. Adjusted expectations do mediate the impact of online repurchase intention. Research limitations/implications – This paper highlights the effect of online shopping experience and online shopping habit on enhancing repurchase intention. The result implies that the acquisition of usage experience and spontaneous purchases not only leads to higher customer satisfaction and customer expectations, but also strengthens online repurchase intention. The use of self-report scales suggests the possibility of a common method bias. Future studies may further test the robustness of this study in the interplay of experience and habit to shed more light on their relative importance in explaining online repurchase intention. Originality/value – This study extends expectancy-disconfirmation paradigm, especially in the context of online shopping, by emphasizing cognitive, affective, and behavioral change on the attitude-intention behavior of online shoppers.

scholarly journals Does Online Ratings Matter? An Integrated Framework to Explain Gratifications Needed for Continuance Shopping Intention in Pakistan

2021 ◽  
Vol 13 (17) ◽  
pp. 9538
Author(s):  
Muhammad Waleed Ayub Ghouri ◽  
Linchen Tong ◽  
Muhammad Ali Hussain
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Online Shopping ◽  
Positive Impact ◽  
Equation Modeling ◽  
Integrated Framework ◽  
Online Ratings ◽  
Asian Emerging Markets ◽  
High Level ◽  
The Impact

Due to the phenomenal growth of e-commerce, online shopping has recently become a worldwide trend. This fosters many online shopping platforms to enter into Asian emerging markets, which evolves a need to understand online decision-making processes in this particular context. Addressing this gap, our study initialized an integrated framework based on Uses and Gratification theory and the Cognitive–Affect–Behavior paradigm to examine the impact of gratification elements on customer satisfaction and convenience enforcing continuance shopping intention. Moreover, we also conceptualize the moderating role of online ratings in our study. In total, 317 valid questionnaires from Pakistani online shoppers were incorporated to statistically test our model using the Structural Equation Modeling (SEM) approach in Amos. Besides, the results confirm the positive impact of layout and functionality on customer satisfaction and convenience, while the impact of PEEIM has been found insignificant. Furthermore, customer satisfaction and convenience are found to be the imperative predictors of continuance shopping intention. Our findings exhibit that a high level of online rating strengthens the direct effect of satisfaction and convenience on continuance intention. Theoretical and practical implications for future scholars and e-commerce shopping platforms are discussed.

scholarly journals Perceived Risk on Consumer Online Shopping Behaviour

2018 ◽  
Vol 3 (2) ◽  
pp. 203-209
Author(s):  
Endah Setya Octaviani ◽  
Hendra Gunawan
Keyword(s):  
Customer Satisfaction ◽  
Perceived Risk ◽  
Online Shopping ◽  
Product Category ◽  
Negative Influence ◽  
Shopping Behavior ◽  
Individual Risk ◽  
Significant Difference ◽  
Negative Effect ◽  
Online Shopping Behavior

This study aims to determine the effect of perveived risk on consumer online shopping behavior of fashion product. The significant difference presented are the product category, using the category of fashion product as the most demand category by consumers. Samples used are students in the field of accounting at universities. The result of this research are there is negative influence of perception of product risk to customer satisfaction and re-purchased intention. The perveived cost risk has no negative effect on satisfaction and re-purchased intention. Perception of individual risk do not have a negative effect on customer satisfaction and re-purchased intention.

scholarly journals Online Marketplace Data to Figure COVID-19 Impact on Micro and Small Retailers in Indonesia

2021 ◽  
Vol 5 (2) ◽  
pp. 333-342
Author(s):  
Dhiar Niken Larasati ◽  
Usman Bustaman ◽  
Setia Pramana
Keyword(s):  
Big Data ◽  
Online Shopping ◽  
Positive Sign ◽  
Total Revenue ◽  
Online Marketplace ◽  
Before And After ◽  
Almost All ◽  
The Impact ◽  
Business Sectors ◽  
Silver Lining

The COVID-19 outbreak is not only talking about health crises but also social and economic crises all over the world. In Indonesia, the outbreak has shaken almost all business sectors, however it seems to bring a silver lining for e-commerce sectors since the pandemic has developed online shopping habits. During the pandemic, the impact of COVID-19 on the Indonesian economy needs to be updated from time to time to be used on quick policymaking. Therefore, big data plays an important role to provide the information relatively fast. This paper aims to describe how big data i.e., marketplace data, could be used to figure the impact of COVID-19 outbreak on micro and small retailers in Indonesia. The dataset was collected regularly from a marketplace website in Indonesia from January to June 2020. To see the changing of sales during the COVID-19 period, the sales before and after social distancing policy implementation are compared. The result showed that the online marketplace in Indonesia is dominated by micro retailers based on the number of products sold in the marketplace. The total revenue of micro retailers gives a significant increase during the pandemic. Whereas for medium retailers, the increase in total revenue is seen to be lower than micro retailers’ total revenue. It indicates a positive sign for the growth of micro retailers in the online marketplace.

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