scholarly journals The Impact of Digital Transformation in Singapore e-Tail Market

2019 ◽  
Vol 8 (11) ◽  
pp. 2320-2324 ◽  
Keyword(s):  
Online Shopping ◽  
Customer Experience ◽  
Digital Transformation ◽  
Primary Data ◽  
Business World ◽  
Innovative Strategy ◽  
Deviation Analysis ◽  
Shopping Experience ◽  
The Individual ◽  
The Impact

The radical and rapid customer shift from Bricks-and-Mortar retail to e-Tail (electronic retail) in the e-commerce landscape demands the enterprise to relook their business model by adding innovative strategy to survive in the highly competitive and digitally driven marketplace. To succeed in today’s business world i.e., e-business world, the e-tailers must focus on leveraging the right digital technologies for enhancing the e-customer shopping experience. In order to provide a better customer shopping experience, e-tailers need to seamlessly enable customers to quickly and easily locate their desired products/services both online and in-store. Retail industry is one of the few top segments that is projected to reap the benefits of today’s digital transformation waves. In recent years, a number of fundamental changes have occurred in the corporate world which have caused the emergence of Customer Experience Management as both a strategic field and a rapid-growing enterprise, complete with a wide array of tools and solution sets. This study aims to reveal the challenges experienced by Singapore customers during online shopping and identify the ways to overcome the customer challenges in online shopping which create the opportunities for web store owners. Given the importance of the data for this research, quantitative data has been collected though primary data source. The individual email of Singapore online shoppers has been collected and validated using the “Atomic Email Studio” Software. A structured questionnaire has been sent using Google forms. 164 samples were collected and considered for research. To attain the given objectives, the statistical tools such as Measure of Central Tendency, Standard Deviation, Analysis of Variance (ANOVA), Levey-Jennings Control, Correlation and Multiple Regression have been used. NCSS Version 10.0.5 software has been used in this research to execute the statistical and graphical tests. Customer Perceived Value (CPV), which is modern industry accepted measure of the Customer Experience, derived from customer responses to the questionnaire. The results highlights that there is a significant relationship between e-tail factors and Customer Experience

The Role of Online Trust in Forming Online Shopping Intentions

2020 ◽  
Vol 10 (1) ◽  
pp. 32-57 ◽  
Author(s):  
Bandar Alharthey
Keyword(s):  
Saudi Arabia ◽  
Online Shopping ◽  
Positive Impact ◽  
Primary Data ◽  
Online Trust ◽  
Correlational Design ◽  
Proposed Model ◽  
Shopping Experience ◽  
The Impact

The main focus of this study is to investigate the impact of online shopping trust towards online shopping intentions in the Kingdom of Saudi Arabia, while the online shopping experience of consumers will be assessed for moderation between attitudes and intentions. The nature of the study is quantitative and a correlational design has been selected for the study. Primary data is collected from a sample of 452 people having online experience in major cities of Saudi Arabia including Jubail, Riyadh, and Jeddah. SPSS and Smart PLS are used to run different statistical techniques to test the proposed model. The results of the study show that online trust positively impacts online shopping attitudes which in turn positively affect intentions, also online shopping experience of consumers has a positive impact as a moderator between online shopping attitude and online shopping intention.

The Impact of Demographic Factor on Consumer Buying Behaviour: A Study of Retail Sector in Delhi NCR

2015 ◽  
Vol 3 (1) ◽  
Author(s):  
Shamsher Singh ◽  
Ameet Sao
Keyword(s):  
Sampling Method ◽  
Primary Data ◽  
Survey Method ◽  
Retail Sector ◽  
Demographic Shift ◽  
Customer Perception ◽  
Shopping Experience ◽  
Buying Behaviour ◽  
The Impact ◽  
Structured Questionnaire

The retail sector is growing a faster pace in India due to demographic shift in population and growing middle class. It is an opportunity for both organized and unorganized sectors. The purpose of this article is to study the customer perception and shopping experience about organized and unorganized retailing with special reference to Delhi and NCR and find out whether the preferences for organized and unorganized retailing are dependent or independent demographic characteristics of consumers. The study has used the primary data collected from 200 respondents through survey method using structured questionnaire. Convenient sampling method was used during the

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.

The Impact of In-Group Membership on e-Loyalty of Women Online Shoppers

2013 ◽  
Vol 5 (1) ◽  
pp. 17-36 ◽  
Author(s):  
Tonjia S. Coverdale ◽  
Anthony D. Wilbon
Keyword(s):  
Social Identity ◽  
Social Presence ◽  
Online Survey ◽  
Design Research ◽  
Online Shopping ◽  
Website Design ◽  
Online Retail ◽  
Shopping Experience ◽  
Online Shoppers ◽  
The Impact

The objective of this study is to propose and test the Social Identity Approach to Website Design research model, which considers the role of Social Identity in the development of e-Loyalty. Using an online survey instrument comprised of existing Information Systems and Social Identity measures, data were collected from 322 women online shoppers who were members of the salient ingroup. The results of this study indicate that, in women online shoppers, the perception of social presence in an online retail store positively influences their enjoyment of the online shopping experience. The results also suggest that women online shoppers’ enjoyment of an online shopping experience positively influences their intention to revisit the website or recommend the website to other online shoppers, which are e-Loyal behaviors. In addition, this study extends related studies by proposing and testing the psychographic nature of human-computer interaction as a possible catalyst for e-Commerce Success.

Exploring entrepreneurial orientation and intentions among technical university students

2019 ◽  
Vol 61 (6) ◽  
pp. 718-736
Author(s):  
Swagatika Sahoo ◽  
Rajeev Kumar Panda
Keyword(s):  
University Students ◽  
Entrepreneurial Orientation ◽  
Resource Planning ◽  
Entrepreneurial Intentions ◽  
Primary Data ◽  
Content Type ◽  
Individual Level ◽  
The Individual ◽  
The University ◽  
The Impact

Purpose The purpose of this paper is to empirically investigate the impact of the contextual antecedents on the individual entrepreneurial orientation (IEO) of university graduates, which, in turn, affects their entrepreneurial intentions (EIs). Design/methodology/approach Primary data were collected in the form of 510 valid responses from engineering students across two technical universities in India, through a structured questionnaire consisting of scales adapted from the extant literature, and the data were empirically validated in this study. The reliability and validity measures of the constructs were validated through the confirmatory factor analysis, and the proposed hypotheses were validated using structural equation modelling. Findings The results of this empirical analysis validate that the contextual antecedents have a significant positive impact on students’ entrepreneurial orientation (EO), which, in turn, has a significant positive influence on EIs. Research limitations/implications This analysis depicts the significance of EO as a perceptual driver at the individual level and substantiates that the availability of resources such as startup capital, access to business information, social networks and supportive university context significantly affects the decision-making process of an individual to venture into an otherwise uncertain occupation of entrepreneurship. Practical implications The study has the likely potential to help university administrators and policymakers to allocate resources, develop strategies and provide effective entrepreneurial learning in entrepreneurship-oriented courses aimed at honing entrepreneurial skills and self-confidence of the university students. This holistic model can be used as a tool for resource planning and prioritising in order to provide the desired contextual support essential for fostering the IEO of the university students towards adopting entrepreneurial career, thereby assisting them to achieve their career goals and the broader objective of nation-building. Originality/value This study adopts an innovative approach to empirically validate the EO construct at the individual level, which has been studied at the organisation (firm) level till today. This research explores the relevant contextual antecedents and analyses their impact on IEO as well as the explanatory capacity of IEO to explain students’ EIs in the contextual backdrop of universities in a fast transitioning economy like India.

scholarly journals The measurement of consumer satisfaction with selected elements of the total retail experience: An exploratory study of fast food and supermarket retailers

2001 ◽  
Vol 4 (1) ◽  
pp. 99-117
Author(s):  
N. S. Terblanche ◽  
C. Boshoff
Keyword(s):  
Customer Satisfaction ◽  
South African ◽  
Fast Food ◽  
Consumer Satisfaction ◽  
Shopping Experience ◽  
Fast Food Restaurants ◽  
The Individual ◽  
Retail Shopping ◽  
The Impact ◽  
The Relationship

Although attempts have been made to identify some of the dimensions of retail shopping experience, these have been largely fragmented and uncoordinated. No attempt has yet been made to combine the efforts of many retailing students into a comprehensive model that accurately describes the total retailing experience. Also, very little is known about the relationship between the individual dimensions of retail shopping and customer satisfaction. This study attempts to reduce this gap in South African retailing literature by, first modelling the total retailing experience and, then, assessing the influence of selected individual retailing dimensions on customer satisfaction. It also investigates whether the impact of these dimensions of the retailing experience differs between fast food restaurants and supermarket retailers. The empirical results suggest a fairly consistent pattern of relationships between fast food restaurants and supermarkets.

e-Shopping Experience in e-Tail Market

2014 ◽  
Vol 5 (2) ◽  
pp. 13-24
Author(s):  
Kamaladevi B. ◽  
Vanitha Mani M.R.
Keyword(s):  
Customer Service ◽  
Information Quality ◽  
Customer Experience ◽  
Design Quality ◽  
Customer Experience Management ◽  
Factors Influencing ◽  
Shopping Experience ◽  
Store Design ◽  
The Individual ◽  
Internet Shop

Survival of fittest and fastest is the mantra of today's business game. In the modern e-Business era, the retailer must focus on the customer's e-Tailing experience to survive in the e-World. To focus an e-Customer's experience towards e-Tailing, the retailers should understand what “e-Tailing” actually means. e-Retailing is a form of electronic commerce which allows consumers to directly buy goods or services from a seller over the Internet using a web browser. e-Tailing can be referred as e-web store, e-Shop, e-Store, Internet shop, web-shop, web-store, online store, and virtual store. On the other hand, e-Customer Experience Management is a strategy that focuses the operations and processes of an e-Business around the needs of the individual e-Customer. It represents a strategy that results in a win–win value exchange between the e-Tailer and their e-Customers. The goal of e-Customer experience management is to move customers from satisfied to loyal and then from loyal to advocate. This paper focuses on the role of macro factors influencing e-Customers to make e-Shopping and how they can shape e-Customer experiences and behaviors. As a result, e-Store information quality, e-Shopping cost, e-Store design quality, e-Privacy/security, e-Customer service and e-Delivery service quality are found as the macro factors influencing e-Customers towards e-Tailing.

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 Społeczeństwo i kultura jako definicyjny kontekst badań nad wpływem technologii na ponowoczesnego człowieka

2021 ◽  
Vol 65 (1) ◽  
pp. 197-211
Author(s):  
Paweł Piotr Nowak ◽  
Keyword(s):  
Social Relations ◽  
Service Sector ◽  
Social Inequalities ◽  
New Technology ◽  
Digital Transformation ◽  
Negative Consequences ◽  
Philosophy Of Dialogue ◽  
Definition Of ◽  
The Individual ◽  
The Impact

Based on an analysis of selected definitions of the terms used for society and culture, the author creates the sociological theoretical framework for the article. In conjunction with the characterized phenomenon of digital transformation, extensive and far-reaching conclusions are formulated on the impact of new technology for postmodernity. In relation to the scientific achievements of Buber and Tischner, the author deeply analyzes the assumptions of philosophy of dialogue. This allows the observation of a wide dimension in the relationship between the relational nature of social relations, the condition of the individual, the durability of the systems humans create, the technocratic direction of civilizational development and the consumerist attitude to reality in contemporary society of the 21st century. The author describes technological worship and presents the negative consequences of digital transformation processes. On the example of the service sector, the transition is presented as symbolic culture based on the relations and dialogue with technical and functional culture. The research method used in the article is a review of the scientific literature. In the study, the author set the goal of determining the impact of digital transformation on humans in the context of the definition of culture and society. As a result of the research, the author states that technological insight (i.e. looking at technology as a way of resolving all contemporary problems) has the danger of successively weakening man, and could lead to a deepening of social inequalities. The author also emphasizes the need to deepen research on the consequences of the digital transformation on society and culture and to develop models that can reduce the negative consequences of the change process.

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