scholarly journals Online Shopping and its Impact on Customer Satisfaction Considering the Role of Respondents Trust and Gender Influence

2019 ◽  
Vol 8 (2S4) ◽  
pp. 314-319
Keyword(s):  
Consumer Behavior ◽  
Customer Satisfaction ◽  
Social Presence ◽  
Online Shopping ◽  
Purchase Behavior ◽  
Market Place ◽  
Demographic Feature ◽  
Gender Influence ◽  
Online Shoppers ◽  
And Gender

As like any market place, the success of online shopping depends mainly on customer satisfaction and many other factors that will also increase customers’ loyalty towards the channel. This study is mainly done to categorize various such factors that affect the consumer behavior for online shopping. The factors of trust, privacy, convenience, social presence, demographic features like gender where deeply studied for their influence on the consumer behavior. The data collected was over 170 respondents made relevance in identifying the key factors contributing for the behavioral change in online shoppers. The effect of factors like vendor reputation, adequate communication, norms, web designing is also studied. The results indicated that it is necessary to target online buyers with a safer and secured mode of transactions for their re purchase behavior towards the channel. Study also focuses on the demographic feature of gender which says that men are more comfortable and happy with online shopping in India. Hence forth the target segment for the emerging strategies of online shopping would be women.

THE EFFECT OF WEB VENDOR TRUST ON TURKISH ONLINE SHOPPERS BUYING BEHAVIOR

2012 ◽  
Vol 01 (06) ◽  
pp. 87-96
Author(s):  
Tolon Metehan ◽  
Zengin Asude Yasemin
Keyword(s):  
Customer Loyalty ◽  
Perceived Risk ◽  
Risk Perceptions ◽  
Online Shopping ◽  
Point Of View ◽  
Purchase Behavior ◽  
Buying Behavior ◽  
Online Purchase ◽  
Online Shoppers ◽  
Virtual Platform

Firms’ primary objectives are gaining profit and providing continuity. During the recent years virtual platforms are the most popular and strategic way to achieve these objectives. According to this, firms try find different markets to improve their market share as well as their profits. From this point of view increase in sales at virtual platform depends on customers’ trust upon total online system in the related market. In order to create customer loyalty at virtual platform, firms must build trust between firm and customer. For this purpose, it is of strategic importance for e-commerce to create trust among their customers. At this point, firms have to determine trust and perceived risk related to online shopping. Especially firms which want to operate in internet have to analyze trust dimensions and risk perceptions of customers in related online shopping. In this study, the effect of the trust and perceived risk of Turkish customers over online purchase behavior/online shopping has been presented empirically.

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.

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.

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 Age and Gender Influences on Consumer Behavior Towards Online Discounts

2019 ◽  
Vol 8 (2) ◽  
pp. 5202-5211
Keyword(s):  
Discount Rate ◽  
Web Sites ◽  
Online Shopping ◽  
Age Groups ◽  
Shopping Behavior ◽  
North India ◽  
Full Potential ◽  
Age And Gender ◽  
Online Shoppers ◽  
And Gender

Online shopping is one of the most popular activities that take place on internet. It has expanded considerably in the past few years, but still not reached to its full potential. Internet has created new opportunities for organizations to effectively reach out to existing and potential customers. Web sites enable customers to conveniently search, compare and buy products and services online. Click and mortar stores use various types of online promotional tools like discounts for customer attraction and retention. Various studies have been directed towards influence of gender and age on online shopping behavior of consumers, but limited study has been carried out precisely towards online discounts. The aim of the study is to examine the influence of age and gender on factors –website characteristics and convenience- considered during purchase of online discounted products. This research study was conducted among the online shoppers, who purchase online discounted products, in four prominent districts of North India. Data collected from 311 online buyers, who purchase online products available at a discount rate, was used for the study. The data was analyzed using Statistical Package for Social Sciences (SPSS 16.0). The factors were extracted by using exploratory factor analysis with principal axis factoring and varimax rotation. Reliability (Cronbach’s alpha) and validity were established for the scale used in the study. ANOVA was used to analyze the influence of age and gender on factors considered while purchasing online products available at a discount rate. The findings indicate that influence of males and females varies on the factors- website characteristics and convenience- considered while purchasing online products available at a discount rate, but there is no influence of different age groups. These findings can help online marketers to formulate strategies to attract the online shoppers based on age and gender

Can Indian Online Fruits and Vegetables Companies Break the Jinx of Orthodox Shopping?

2019 ◽  
Vol 9 (4) ◽  
pp. 33-46
Author(s):  
Deepak Verma ◽  
Harish Kumar Singla
Keyword(s):  
Consumer Behavior ◽  
Travel Time ◽  
Fruits And Vegetables ◽  
Online Shopping ◽  
Home Delivery ◽  
Buying Behavior ◽  
Travel Time Savings ◽  
Online Shoppers ◽  
Time Savings

The authors attempted to understand the consumer behavior of fruit and vegetable shoppers in India and identify whether companies offering convenience can break the jinx of orthodox/habitual shopping. The important motivators for online shoppers and orthodox shoppers are identified which was followed by a survey from India's two major cities, Delhi NCR and Pune. The authors observe that online shoppers are mostly driven by convenience in terms of travel time savings, to avoid crowds, queuing, home delivery, avoiding driving/ traffic situations, whereas orthodox shoppers are driven by freshness and quality of fruits and vegetables and give more importance in having a personal touch while purchasing. Orthodox shoppers do get hassled with crowding, queuing, but still they stick to their habitual buying behavior and do not go to the option of online shopping.

Customer Satisfaction Towards Online Shopping by Empirical Validation of Self-Determination Theory

2022 ◽  
pp. 177-203
Author(s):  
Urvashi Tandon ◽  
Myriam Ertz
Keyword(s):  
Social Media ◽  
Customer Satisfaction ◽  
Social Influence ◽  
Reverse Logistics ◽  
Online Shopping ◽  
Positive Impact ◽  
Self Determination Theory ◽  
Self Determination ◽  
Online Shoppers ◽  
Perceived Enjoyment

The chapter aims at understanding the predictors of customer satisfaction with online shopping in India by using self-determination theory. This research validates perceived enjoyment, social influence, social media interactions, reverse logistics, and pay-on-delivery (POD) mode of payment as new predictors of customer satisfaction in online shopping. Data was collected through a self-administered and structured questionnaire targeting online shoppers in North Indian states. A sample of 424 online shoppers was considered in this research. Structural equation modelling (SEM) was used to evaluate the constructs. CFA was applied to calculate validity and composite reliability. To examine the hypothesized relationships, path analysis was carried out. The findings of the chapter revealed that social influence, reverse logistics, and POD mode of payment had a significant positive impact on customer satisfaction. Perceived enjoyment emerged as the strongest predictor of online shopping satisfaction. In contrast, social media interactions emerged as non-significant.

scholarly journals Consumer perceived risk in online shopping environment via Facebook as medium

2018 ◽  
Vol 7 (4) ◽  
pp. 2485 ◽  
Author(s):  
Charu Panwar
Keyword(s):  
Perceived Risk ◽  
Financial Risk ◽  
Online Shopping ◽  
Shopping Behavior ◽  
Purchase Behavior ◽  
Primary Study ◽  
Product Risk ◽  
Considerable Impact ◽  
And Gender ◽  
Online Shopping Behavior

The study aims to understand the consumer buying behavior while shopping online. The study unveils the multidimensional perceived risk in online shopping that will be helpful for the marketers in mitigating the perceived risk. The study used universally accepted determinants of consumers’ perceived risk namely financial risk, product risk, delivery risk, time risk and privacy risk. This multi-pronged perceived risk has significant impact on the online shopping behavior of the customer and adversely affects their purchase behavior. The total number of 180 respondent has been selected for the primary study. The convenient sampling method of non-probability sampling has been used for selection of respondents. The study found that the demographics have a major role to play on consumers’ perception towards online shopping. Income and gender are the two important factors identified that may have considerable impact on consumers’ perception towards online shopping. T-test, ANOVA and regression analysis has been used for data analysis purpose. 

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 A Study of demographic factors of online shoppers in Lucknow, U.P, India

2021 ◽  
Vol 23 (3) ◽  
Author(s):  
Inderpal Singh Bindra ◽  
◽  
Dr. Ajay Prakash ◽  
Keyword(s):  
Quantitative Research ◽  
Online Shopping ◽  
Research Work ◽  
Demographic Factors ◽  
Global Market ◽  
Market Place ◽  
The Future ◽  
Online Shoppers ◽  
Behavior Frequency ◽  
The Impact

Online buying and shopping is a rising concept in the area of E-Commerce and is absolutely departing to be the future of Online shopping in Indian market. Majority of the firms are operating their online websites to promote and sell their products as well as services through online medium/website. In present scenario online shopping is very much used by Indians, its development is enormous in Indian online market. India is a large customer market place but still lacking as compared to global market. The future of development of online shopping has forwarded the plan of performing a study on online shopping market in India. This research work presents Qualitative and Quantitative research for Indian online market to study the impact and role of Demographic factors of customers in online shopping. The parameters, which we are considering like satisfaction of customers in online shopping market, future purchasing behavior, frequency of transactions in online shopping, total numbers of items bought, and total spending in online shopping. These data for the analysis was collected through Questionnaires on a sample of 125 respondents from Lucknow City. The results of this research indicates that online shopping market in India is affected by several Demographic factors such as marital status, age, family size, gender and income of the respondents. The results and analysis of this research may be further extended by the researchers for forwarding the future studies in this area.

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