scholarly journals South African generation-X online shopper satisfaction and their repurchase intentions

2016 ◽  
Vol 13 (3) ◽  
pp. 371-379 ◽  
Author(s):  
Jobo Dubihlela ◽  
Difference Chauke
Keyword(s):  
Customer Satisfaction ◽  
South African ◽  
Social Exchange ◽  
Generation X ◽  
Online Shopping ◽  
Target Population ◽  
Jel Classification ◽  
Future Research ◽  
Repurchase Intentions ◽  
Brick And Mortar

The growth of online shopping channels gradually forces brick and mortar retailers to explore the importance of online shopping trends and online customer behavior. While maintaining customer satisfaction has been recognized as one of the essential factors for business survival and growth, this has not been sufficiently explored for online shopping platforms. Understanding what online constructs appeal to generation-X consumers is critical for organization that would want to pursue virtual business platforms. From a brief literature review in this study, it could be said that online customer satisfaction and its influences on online repurchase intentions in the South African retailing environment remain sparsely researched. Therefore, this study seeks to analyze the dimensions of online customer satisfaction and regress the online satisfaction dimensions on repurchase intentions of generation-X consumers. An attempt is made to apply the theory of planned behavior and social exchange in the adapted conceptual of the study. These theories are deemed to provide an appropriate theoretical grounding to this study. The target population was South African generation-X online consumers in Gauteng. A total of 377 questionnaires were received for data analysis. Implications of the research findings are discussed and limitations and future research directions are provided. Keywords: online shoppers, online customer satisfaction, repurchase intentions, generation-X consumers, South Africa. JEL Classification: M1, M30, M31, L10

Analyzing Online Customer Satisfaction

2019 ◽  
Vol 8 (1) ◽  
pp. 1-12
Author(s):  
Jennifer H. Gao
Keyword(s):  
Customer Satisfaction ◽  
Online Shopping ◽  
Mainland China ◽  
Theoretical Framework ◽  
Future Research ◽  
Perceived Benefits ◽  
Regression Analyses ◽  
Product Selection ◽  
Product Risk ◽  
Hedonic Enjoyment

Online shopping is becoming more and more popular in China. This study investigates factors that might influence customer satisfaction towards online shopping. A theoretical framework was established to explain causal relationships between perceived benefits, perceived risks, trust in online shopping and customer satisfaction. Data was collected from 402 respondents who had experience in online shopping in mainland China. Correlations and regression analyses were done to reveal that three factors of perceived benefits (i.e., shopping convenience, product selection, and hedonic enjoyment), product risk, and trust in online shopping were significant predictors of customer satisfaction. Implications for e-marketers were discussed, and limitations and future research were presented.

scholarly journals Investigating the construct validity of quality measures influencing online shopping in a South African context

2017 ◽  
Vol 12 (3) ◽  
pp. 376-401 ◽  
Author(s):  
Yu-ting Hung-Joubert
Keyword(s):  
Construct Validity ◽  
South African ◽  
Online Shopping ◽  
Primary Data ◽  
Future Research ◽  
South African Context ◽  
Quality Factors ◽  
Measurement Instruments ◽  
Website Quality ◽  
African Context

AbstractOnline shopping has become popular over the years and is a widely used way to purchase goods and services. For online retailers to succeed, it is important that they have a quality website to attract and retain customers. The aim of this study was to investigate the construct validity of three respective measurement instruments related to website quality factors, namely; system, information and service quality factors, which may influence consumers within the online shopping environment in a South African context. Primary data was collected through self-administered questionnaires. The demographic and online shopping profile of the sample are presented and followed by confirmatory and exploratory factors analyses on the three instruments. The confirmatory factor analysis found poor fit for the original hypothesised models for each of the scales; further exploratory factor analyses revealed slightly different dimensionalities underlying the scales, yet these were still somewhat aligned with the theoretical framework from which the original scales were derived. Despite this, the study provides a platform for future revision of the scales and future research into website quality factors within the online shopping environment in a South African context.

scholarly journals PENGARUH PENGALAMAN PELANGGAN DAN KEPERCAYAAN TERHADAP NIAT BELI ULANG SECARA ONLINE MELALUI KEPUASAN PELANGGAN (Studi Pada Situs Online Berrybenka.com)

2018 ◽  
Vol 7 (10) ◽  
pp. 5343
Author(s):  
Ni Luh Dian Yolandari ◽  
Ni Made Wulandari Kusumadewi
Keyword(s):  
Customer Satisfaction ◽  
Purchase Intention ◽  
Online Shopping ◽  
Customer Experience ◽  
Repurchase Intention ◽  
Repurchase Intentions ◽  
Analysis Techniques ◽  
Buy Back ◽  
Scale Data

The purpose of this study to determine the effect of customer experience, trust, customer satisfaction and re-purchase intention at online shopping site Berrybenka.com. The study was conducted in Denpasar City, using sample size of 112 people. Data were obtained by distributing questionnaires measured by Likert Scale. Data analysis techniques used in the form of classical assumption test, path analysis and equipped with test sobel. The results of this study indicate that customer experience and trust have a positive and significant effect on customer satisfaction. Customer experience and trust have a positive and significant impact on repurchase intentions. Customer satisfaction is able to positively mediate and significantly impact the customer's experience on repurchase intentions. Customer satisfaction is able to positively and positively mediate the effect of trust on repurchase intentions. Berrybenka.com is expected to maintain and even increase customer satisfaction so that it will impact on the intention to buy back. With the intention of buy back can affect the quality of online shopping site Berrybenka.com. Keywords : customers experience, trust, customer satisfaction, and repurchase intention

scholarly journals Ease of use, security concerns and attitudes as antecedents of customer satisfaction in ATM banking

2016 ◽  
Vol 11 (4) ◽  
pp. 122-126
Author(s):  
Hilda Bongazana Dondolo ◽  
Nkosivile Welcome Madinga
Keyword(s):  
South Africa ◽  
Customer Satisfaction ◽  
South African ◽  
Online Survey ◽  
Jel Classification ◽  
Mailing List ◽  
Ease Of Use ◽  
Banking Services ◽  
Security Concerns

This study examines the influence of ease of use, security concerns and attitudes on South African consumers’ satisfaction with ATM banking services. Participants of the study were solicited through electronic mailing list of ATM users in South Africa. These participants were provided with a website link that directed them to an online survey hosted by Qualtrics. A total of 224 participants from the various provinces of South Africa responded. This study confirms that customer satisfaction is linked to security concerns, attitudes and ease of use. Overall, the results indicate that the respondents were satisfied with ATM banking services. Since there is a shortage of research on customer satisfaction with ATM banking services in South Africa, an area often neglected by South African researchers, this study contributes to knowledge available in the existing literature. Keywords: ATM banking, customer satisfaction, ease of use, security, attitudes. JEL Classification: G21, M31

scholarly journals The importance that customers place on service attributes of sale personal in the retail sector

2016 ◽  
Vol 13 (3) ◽  
pp. 222-227
Author(s):  
Louise van Scheers
Keyword(s):  
Customer Satisfaction ◽  
South African ◽  
Jel Classification ◽  
Retail Sector ◽  
Product Knowledge ◽  
Sales Managers ◽  
Purchasing Decisions ◽  
Actual Performance ◽  
Sales Personnel

When examining retail patronage, customer satisfaction must also be considered. Secondary resources (American Marketing Association, 2007; Berman, 2011; Berry, 2008; Chang, 2006, p. 209; Helgesen & Nesset, 2007, p. 129, Kong and Jogaratnam, 2007, p. 279) observed that customer satisfaction is the degree to which customer’s expectations agree with the actual performance of the product and/or service South African consumers situated in Gauteng consider a sales person’s product knowledge as the most important attribute when making purchasing decisions. American consumers, in contrast, consider sales person respect as the most important attribute when making purchasing decisions. The implications for marketers and sales managers are that marketers and sales managers must provide adequate training for their sales personnel in order for them to treat customers in such a way to obtain their loyalty. The quality of the products sold at the retailer does not form part of the trade off options that customers are presented with. Keywords: retail store customer, prices compared to competitors, salesperson product knowledge, salesperson responsiveness, South African retail consumers. JEL Classification: L81, M31

scholarly journals Determining shopping mall visitors’ perceptions on mall attributes

2016 ◽  
Vol 14 (3) ◽  
pp. 522-527 ◽  
Author(s):  
Sipho Makgopa
Keyword(s):  
South African ◽  
Descriptive Analysis ◽  
Jel Classification ◽  
Marketing Strategies ◽  
Capital City ◽  
Shopping Mall ◽  
Future Research ◽  
Analysis Method ◽  
Shopping Malls ◽  
Shopping Centre

The challenging retail environment requires a need to manage shopping malls effectively to understand the attributes that attract shopping mall visitors to visit shopping malls. The purpose of the study aimed to determine shopping mall visitors’ perceptions or ratings towards shopping mall attributes they consider when choosing which shopping mall to visit. A quantitative approach was followed to realize research objective using interviewer-administered questionnaires for data collection. The data were collected at shopping centre in the capital city of South Africa, City of Tshwane. A descriptive analysis method was used to analyze the quantitative data. The findings of the study revealed that the shopping mall visitors’ ranked adequate parking availability high. This study contributes to the current literature and provides valuable information to South African retailers and shopping mall developers, with regard to marketing communications and marketing strategies that aim to attract shopping mall visitors. Suggestions for future research are provided. Keywords: shopping mall, shopping motivations, hedonic motivation, utilitarian motivation. JEL Classification: M31, M37

ROPO and Reverse ROPO Effect in Gender-Generation Characteristics

2021 ◽  
Vol 6 (1) ◽  
pp. 24-35
Author(s):  
Richard Fedorko ◽  
Radovan Bačík ◽  
Martin Rigelský ◽  
Mária Oleárová
Keyword(s):  
Consumer Behavior ◽  
Online Shopping ◽  
Jel Classification ◽  
Business Strategies ◽  
The Internet ◽  
Brick And Mortar ◽  
The Common ◽  
Search For Information ◽  
Purchasing Process ◽  
Generational Characteristics

Objective - The primary goal of the paper is to identify which purchasing channels (online or offline), Slovak consumers use to search for, research and purchase products as well as to evaluate the association between the selected elements of the purchasing process with respect to gender and generational characteristics of customers. Findings - This paper proves the existence of a significant association between the place customers search for information about products (on the Internet or in brick-and-mortar stores) and the place where they make the actual purchase. The paper also reveals that in terms of the common gender and generation characteristics and the overall purchasing process there is a significant association in most of the analyzed cases. Novelty - Although online shopping is considered convenient, cheaper and more time-efficient than shopping in brick-and-mortar stores, consumer behavior in the e-commerce sector may differ in terms of gender and generational characteristics. It is therefore important for marketers to know this behavior and tailor their business strategies to specific customer segments. Type of Paper: Empirical. JEL Classification: M31, M37. Keywords: Customer Behaviour; ROPO; Purchase Channel; Association Analysis; Gender; Generation Reference to this paper should be made as follows: Fedorko, R; Bačík, R; Rigelský, M; Oleárová, M. (2021). ROPO and Reverse ROPO Effect in Gender-Generation Characteristics, Journal of Management and Marketing Review, 6(1) 24 – 35. https://doi.org/10.35609/jmmr.2021.6.1(3)

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.

scholarly journals An Investigation of What Factors Determine the Way in Which Customer Satisfaction Is Increased through Omni-Channel Marketing in Retail

2020 ◽  
Vol 10 (4) ◽  
pp. 85
Author(s):  
Kamarin Merritt ◽  
Shichao Zhao
Keyword(s):  
Customer Satisfaction ◽  
Business Models ◽  
Purchase Intentions ◽  
Interactive Technology ◽  
Future Research ◽  
Retail Sector ◽  
Structured Interviews ◽  
The Third ◽  
Shopping Experience ◽  
Brick And Mortar

There have been significant changes evident across the retail sector over the last 20 years, which have been primarily influenced by technological advancements. These changes have forced many retailers to rethink their business models and utilise a combination of both brick and mortar stores and online domains to present an integrated shopping experience. In order to gain an understanding of how customer satisfaction is increased through omni-channel retailing, we collected data through survey research, specifically through semi-structured interviews and questionnaires. In order to generate concise and accurate findings, the data were analysed using thematic analysis. From this analysis, three themes were generated. The first theme explores the reasoning behind preferred shopping methods and what influences these customers’ purchase methods. The second theme explores customers’ personal preference and investigates the potential of using virtual reality as a method for increasing customer satisfaction. Finally, the third theme looks into utilising interactive technology to create a diversified user experience. This theme explores the potential of utilising a communication platform for customers and also designing a tangible interface for disabled customers. This study has opened up an opportunity for future research and has outlined potential design insights in how to improve customer experience and customer purchase intentions.

scholarly journals Personality and Online Shopping Outcomes: A Study of Young Adult Chinese Consumers [Abstract]

10.28945/4050 ◽  
2018 ◽  
Keyword(s):  
Customer Satisfaction ◽  
Personality Traits ◽  
Structural Equation ◽  
Online Shopping ◽  
Past Research ◽  
Future Research ◽  
Big Five Personality ◽  
Chinese Consumers ◽  
Online Questionnaire

Aim/Purpose: This study focuses on the role of personality in online shopping through analyzing its relationship with customer reported shopping outcomes and their satisfaction. Background: Customer satisfaction and outcomes in online shopping have been well-documented. From different perspectives, past research has analysed factors related to customer satisfaction, and to outcomes to a lesser extent. Personality has also been found to be a factor relevant to the intention of online shopping. However, research has seldom investigated the role of personality in customer reported outcomes and their satisfaction with online shopping. Methodology: Quantitative data were obtained through an online questionnaire survey. The survey included questions about respondents’ satisfaction with their general online shopping experience. It also asked respondents to report the perceived outcomes of online shopping in terms of enjoyment, quality, savings, etc. Shoppers reported their personality using questions around Big Five Personality Traits. 384 Chinese living in China completely responded to the survey and were included in this study. Contribution: A research model is established that includes the respondents’ five personality traits, online shopping satisfaction, and outcomes of online shopping. Findings: Structural equation modelling analysis of the model shows that personality has direct relationship with customer satisfaction and their reported outcomes of online shopping, which in term influence shoppers’ future intention to shop online. Specifically, personality of agreement, extraversity, and neurotics are significantly related to online shopping outcomes, while only extraversity is significantly related to their satisfaction. Recommendations for Practitioners: For practitioners who work in online shopping, this study may help them understand how customers satisfaction is predetermined by their personality traits. Recommendation for Researchers: Researchers may find ways to help individuals understand and control consumers' personal behavior in online shopping. Impact on Society: This study may bring awareness of the importance of understanding personality traits for business and consumers in online shopping. Future Research: Future research may find ways to have influence on both business through their online consumer interface and on consumers through their behavior control.

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