scholarly journals CUSTOMER SATISFACTION IN ONLINE SHOPPING: A CASE STUDY OF BANGKOK URBAN AREA

2018 ◽  
pp. 13-23
Author(s):  
Irina Onyusheva ◽  
Jatuporn Thongaim
Keyword(s):  
Customer Satisfaction ◽  
Urban Area ◽  
Consumer Satisfaction ◽  
Online Shopping ◽  
The Internet ◽  
Sales Channel ◽  
Demand Growth ◽  
Online Retailers ◽  
Customer Survey

This study aims to measure customer satisfaction in online shopping. Along with the increasing usage of the Internet, e-commerce has emerged as a relatively new sales channel in Thailand. Consumer satisfaction and reputation are most important parts of online shopping, both contributing greatly to future demand growth. Trust in online shopping is the major difficulty due to inability to touch the product before purchasing. This factor can also effect customer satisfaction and customer behaviour in relation to various products and services. The purpose of this research is achieved by means of using the online customer survey in Bangkok urban area, Thailand. Some recommendations are addressed to online retailers, namely, it is offered to take more responsibility for the online shopping process so that to make it more admired and trustworthy.

Assessing the Impact of Online Retailer Models on Consumer’s Attitude and Purchase Intentions

2017 ◽  
Vol 7 (1) ◽  
pp. 1-12
Author(s):  
Komal Nagar
Keyword(s):  
Online Shopping ◽  
Purchase Intentions ◽  
The Internet ◽  
Online Retailer ◽  
Big Business ◽  
Business Opportunity ◽  
Online Retailers ◽  
The Impact

The purpose of this research was to examine the influence of online retailer models on Indian consumer’s attitude towards retail websites and their purchase intentions. Using an online shopping scenario, a case study was conducted on 240 postgraduate marketing students at an Indian university to evaluate the effects of two online shopping website factors on the user’s attitude towards retail websites and their purchase intentions. The findings of the study suggest that players in the e-tailing business should increasingly move towards multi category purchase model to increase the purchase intentions of the consumers. They also need to constantly review and upgrade the services offered to ensure increased intentions to purchase. The findings can enable online retailers in India to explore and shape the Internet as the next big business opportunity.

Factors affecting customer satisfaction on online shopping holiday

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Shian-Yang Tzeng ◽  
Myriam Ertz ◽  
Myung-Soo Jo ◽  
Emine Sarigöllü
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Information Quality ◽  
Online Shopping ◽  
Theory And Practice ◽  
Two Phase ◽  
Content Type ◽  
Product Return ◽  
Retail Service ◽  
Consumer Dissatisfaction

PurposeSingles' Day (SD) in China is the world's biggest online shopping event while consumer dissatisfaction is also on the rise. Both theory and practice need sharper insights to foster consumer satisfaction, but such knowledge remains sparse in the literature. The current study addresses this void by assessing the effects of online and offline retail service features on consumer satisfaction with SD.Design/methodology/approachA two-phase survey was implemented before and after the SD online shopping holiday, with 594 participants in China. Respondents were randomly selected from unique proprietary databases of merchants in the top-five online product categories in China.FindingsThe findings show that information quality, product quality and savings improve, but product return worsens, customer satisfaction with the online shopping holiday. However, good after-sale service can ease the product return process thereby boosting customer satisfaction.Originality/valueThis paper addresses a research void by studying effectiveness of retail service features on consumer satisfaction with online shopping festivals.

scholarly journals PERAN CUSTOMER SATISFACTION MEMEDIASI PENGARUH SERVICE QUALITY TERHADAP REPURCHASE INTENTION PADA PENGGUNA LAZADA DI DENPASAR

2020 ◽  
Vol 9 (2) ◽  
pp. 637
Author(s):  
I Wayan Angga Wiradarma ◽  
Ni Nyoman Rsi Respati
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Online Shopping ◽  
The Internet ◽  
Repurchase Intention

The development of technology and the internet has facilitated global activities both in the fields of economics, governance and human lifestyles. The interest in repurchasing online is of particular concern to Lazada, which have decreased the number of visitors to Lazada's online shopping sites. The purpose of this study was to determine the role of customer satisfaction in memdiasi effect of service quality on repurchase intention. The study was conducted on Lazada in Denpasar with 80 respondents. Data obtained by questionnaire which was analyzed using Path Analysis. The results of this study indicate that service quality positively and significantly influences repurchase intention. Service quality positively and significantly influences customer satisfaction. Customer satisfaction positively and significantly influences repurchase intention. Customer satisfaction is able to mediate the effect of service quality on repurchase intention. This shows that customer satisfaction has an important role in service quality thereby increasing repurchase intention in Lazada. Keywords: E-Commerce, Customer Satisfaction, Service Quality, Repurchase Intention

scholarly journals Exploring Consumers’ Propensity for Online Shopping in a Developing Country: A Demographic Perspective

2016 ◽  
Vol 4 (1) ◽  
pp. 90-103 ◽  
Author(s):  
Michael Adu Kwarteng ◽  
Michal Pilík
Keyword(s):  
Online Shopping ◽  
Digital Marketing ◽  
The Internet ◽  
Privacy And Security ◽  
Online Transactions ◽  
Security Issues ◽  
Internet Connection ◽  
Gender And Education ◽  
Demographic Attributes

Abstract The advent of the Internet continues to open new frontiers in digital marketing. One visible impact of the Internet in marketing has been the growing increase in online transactions which profits marketers and seemingly satisfies customers. However, in developing countries, the potential of online shopping has not been fully explored, and in some cases, are just non-existent. Lack of online infrastructure has often been attributed to the slower growth in online transactions in Africa, however, the customers’ preparedness and inclination to use the service is ignored. .Against this backdrop, this study seeks to analyze consumers’ propensity to engage in online transactions with a focus on demographic attributes such as age, gender and education. Using customers in Ghana as a case study, key reasons as well as the demographics that fancy online transactions are revealed. The results indicate that delivery problems, poor internet connection, privacy and security issues are some of the reasons preventing customers to shop online

scholarly journals Customer Satisfaction in Online Shopping in Growing Markets

2020 ◽  
Vol 11 (1) ◽  
pp. 78-91 ◽  
Author(s):  
Syed Shah Alam ◽  
Mohd Helmi Ali ◽  
Nor Asiah Omar ◽  
Wan Mohd Hirwani Wan Hussain
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Information Quality ◽  
Online Shopping ◽  
Positive Influence ◽  
Factors Affecting ◽  
Service Information ◽  
Online Retailers ◽  
Study Results ◽  
Quality Response

The aim of this study is to examine the factors affecting customer satisfaction in online shopping. The conceptual model for this study was developed based on the previous research in the online shopping context. In this research, ten hypotheses on factors affecting customer satisfaction in online shopping are outlined with empirical data from 337 respondents. Data was collected through a Google form. The regression results show that customer service, information quality, response time, transaction capability, delivery, merchandise attributes, security/privacy, convenient payment method, and price have significant positive influence on customer satisfaction in online shopping. From a managerial viewpoint, this study results provide support for investment decisions for customer satisfaction from online retailers in Malaysia.

scholarly journals What Effects Repurchase Intention of Online Shopping

2017 ◽  
Vol 10 (12) ◽  
pp. 113 ◽  
Author(s):  
Lily Suhaily ◽  
Yasintha Soelasih
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Online Shopping ◽  
Negative Influence ◽  
Equation Modeling ◽  
The Internet ◽  
Repurchase Intention ◽  
Experiential Marketing ◽  
Price Perception

The development of the internet raises opportunities for the marketing of a product and bring new forms for retail transactions, one of which is online shopping.  Furthermore with the Internet, online consumers more easily gain access to information and they offered a wide variety of products and services that can be selected at competitive prices. The purpose of this study is to determine whether there is influence of E-Service Quality, Price Perception and Experiential Marketing to Repurchase Intention which mediated by Customer Satisfaction in On-line Shopping. The amount of samples is 180 respondents. Questionnaires were distributed to respondents who have shopped using online shopping with random sampling method. This study uses data analysis of Structural Equation Modeling by using Lisrel software. The result showed that there is the influence of e-service quality to customer satisfaction and to repurchase intention, while repurchase intention has negative influence occurs. Furthermore, price has no influence to customer satisfaction but has an influence to repurchase intention. Experiential marketing has no influence to customer satisfaction and repurchase intention. Customer satifaction has positive effect on repurchase intention. The effect of e-service quality and experiential marketing through customer satisfaction as mediation variable has no influence to repurchase intention, while price perception influence to repurchase intention.

scholarly journals Exploring Consumers’ Propensity For Online Shopping In A Developing Country: A Demographic Perspective

2016 ◽  
Vol 4 (1) ◽  
Author(s):  
Michael Adu Kwarteng ◽  
Michal Pilik
Keyword(s):  
Online Shopping ◽  
Digital Marketing ◽  
The Internet ◽  
Privacy And Security ◽  
Online Transactions ◽  
Security Issues ◽  
Internet Connection ◽  
Gender And Education ◽  
Demographic Attributes

The advent of the Internet continues to open new frontiers in digital marketing. One visible impact of the Internet in marketing has been the growing increase in online transactions which profits marketers and seemingly satisfies customers.  However,in developing countries, the potential of online shopping has not been fully explored, and in some cases, are just non- existent. Lack of online infrastructure has often been attributed to the slower growth in online transactions in Africa, however, the customers’ preparedness and inclination to use the service is ignored. .Against this backdrop, this study seeks to analyze consumers’ propensity to engage in online transactions with a focus on demographic attributes such as age, gender and education. Using customers in Ghana as a case study, key reasons as well as the demographics that fancy online transactions are revealed. The results indicate that delivery problems, poor internet connection, privacy and security issues are some of the reasons preventing customers to shop online

A Study On Customer Satisfaction Towards Online Shopping In Sivaganga District

2019 ◽  
Vol 118 (6) ◽  
pp. 150-162
Author(s):  
A. Muthupriya
Keyword(s):  
Customer Satisfaction ◽  
Online Shopping ◽  
Rapid Development ◽  
The Internet ◽  
Marketing Environment ◽  
Traditional Markets ◽  
Factors Influencing ◽  
Shopping Satisfaction

This study titled “A Study on Customer Satisfaction towards Online Shopping in Sivaganga District” has been undertaken to understand the factors influencing customers’ online shopping decisions.The rapid development of the internet has strongly impact upon the worldwide marketing environment. Currently it has become one of the popular approaches for business and customer to perform trade over the internet. Businesses have been coming up with creative ways to promote their product via online. Thus it describes how modern market is replacing the traditional markets. This study is taking place to identify the factors that may influence customer’s online shopping satisfaction. Generally, the successof online shopping essentially depends on the customer satisfaction during their purchase.

Unlocking the Potential of the Salesperson in the Virtual Fitting Room

2019 ◽  
Vol 2 (1) ◽  
Author(s):  
Eirini BAZAKI ◽  
Vanissa WANICK
Keyword(s):  
Customer Satisfaction ◽  
Online Shopping ◽  
Service Design ◽  
Online Retailers ◽  
The Future ◽  
Design Perspective ◽  
Smart Technologies ◽  
Fierce Competition ◽  
Global Growth

In the last decade, online shopping has become increasingly popular, as evidenced in the global growth of e-commerce and m-commerce. Alongside these developments, it is important to ensure customer satisfaction and requirements. The integration of smart technologies with service design and applications introducing the virtual fitting room are on the increase and are contributing to the fierce competition between online retailers. However, there is little understanding about the most effective way to use this technology and how it can transform services touchpoints, particularly for fashion brands. Considering this, the current study compares and contrasts virtual fitting room models found in the literature with examples from popular websites. This paper introduces the concept of the salesperson in the virtual fitting room and provides recommendations as to how this can be explored in the future, from a design perspective. 

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