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 The Willingness to Pay for Local, Domestic, and Imported Bundled Fresh Produce by Online Shoppers

2018 ◽  
Vol 10 (12) ◽  
pp. 15
Author(s):  
Jean D. Gumirakiza ◽  
Taylor Choate
Keyword(s):  
United States ◽  
Willingness To Pay ◽  
Online Shopping ◽  
Positive Impact ◽  
Fresh Produce ◽  
The United States ◽  
Online Shoppers ◽  
Interest Level ◽  
Different Origins ◽  
Locally Grown

This study applies a Censored Normal Tobit Model on the 2016 survey data from 1,205 online shoppers in the South region of the United States to explain their Willingness To Pay (WTP) for a bundle of fresh produce from different origins. This study indicates that online shoppers are willing to pay $6.91, $6.38, and $5.22 for four pounds of bundled fresh produce that are locally, domestically grown, and imported respectively. We found that income category, interests in online shopping, interest level for local, interest level for organic, and monthly spending on fresh produce have a significant positive impact on the WTP for locally grown fresh produce. Results indicate that being married, high income, interests in online shopping, interests in local produce, interests in organic, and the monthly spending on fresh produce increase the WTP for domestically grown fresh produce, while age and being a female diminishes it. We further found that age, being a female, and interest in the freshness of the produce decrease the WTP for imported produce. Based on the findings from this study, we have suggested a couple of marketing implications and suggestions.

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 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 Customer Satisfaction towards Online Shopping in Kathmandu Valley

Patan Pragya ◽  
2020 ◽  
Vol 7 (1) ◽  
pp. 135-145
Author(s):  
Ballav Niroula ◽  
Achyut Gyanwali
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Online Shopping ◽  
Positive Impact ◽  
Ease Of Use ◽  
Kathmandu Valley ◽  
Perceived Ease Of Use ◽  
Factors Affecting ◽  
Perceived Service Quality ◽  
Goods And Services

Online consumer’s buying behavior consists of buying process of products and services through internet. Internet shopping is the process of buying goods and services from merchants who sell on the online. Online shopping allows buyers to buy sooner, more choices and can order products and services with comparative reasonable price. This study examines the factors affecting customer satisfaction towards online shopping in Kathmandu valley. The customer satisfaction is the dependent variable. Perceived service quality, perceived ease of use, perceived security and online payment process are the independent variables. The study is based on 408 respondents from the online shopping buyers of Kathmandu valley. Convenience sampling method was followed to select the respondents. To achieve the purpose of the study, structured questionnaire is prepared. Descriptive and explanatory research designs have been used. Correlation and regression analysis have been used to make analysis and draw the conclusion. The regression models are estimated to test the significance and importance of selected factors on customer satisfaction towards online shopping in Kathmandu valley. The result shows that there is positive relationship of perceived service quality and perceived ease of use with customer satisfaction. It is also found that online shopping has positive impact on customer’s satisfaction in Kathmandu valley. The findings of this study will be fruitful to researchers, policymakers, businesspeople and Government for academically as well as policy perspectives.

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.

Customer Satisfaction as Basis for E- Marketing Leadership (A Study Based on Marital Diversity)

2015 ◽  
Vol 3 (2) ◽  
Author(s):  
Bodh Raj Sharma ◽  
Saransh Gupta ◽  
Ankit Sharma
Keyword(s):  
Social Media ◽  
Customer Satisfaction ◽  
Competitive Advantage ◽  
Marital Status ◽  
Online Survey ◽  
Demographic Variables ◽  
Purposive Sampling ◽  
Online Shoppers ◽  
Northern City

This study highlights the role of satisfaction for building e-marketing leadership and empirically explores the differences in the customer satisfaction of online buyers. The study tries to discern how segmenting the customer based on marital status may help the online marketers for effective leadership and competitive advantage in the modern globalized market. An online survey instrument was administered to a sample of 200 online buyers from a northern city of India. The respondents were contacted both personally as well as through the emails, social media like Facebook, Whatsapp etc. The instrument comprised items related to online satisfaction along with few variables of demographic variables. The study employed purposive sampling which is appropriate for exploratory type of studies. The findings indicate that online shoppers are moderately satisfied from e-retailers. It is suggested that e-retailers must address issues of customers vibrantly so that customers become highly satisfied which ultimately leads to e-marketing leadership.

scholarly journals Pengaruh Perceived Ease of Use, Enjoyment dan Trust Terhadap Repurchase Intention dengan Customer Satisfaction Sebagai Intervening pada Belanja Online (Studi Pada Mahasiswa Universitas Tanjungpura Pontianak)

2015 ◽  
Vol 4 (1) ◽  
pp. 140 ◽  
Author(s):  
Juniwati Juniwati
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Survey Research ◽  
Significant Influence ◽  
Online Shopping ◽  
Ease Of Use ◽  
Repurchase Intention ◽  
Perceived Ease Of Use ◽  
Analysis Technique ◽  
Perceived Enjoyment

This study aims to determine the influence of perceived ease of use, perceived enjoyment, and trust on customer satisfaction and repurchase intention in online shopping of apparel. The design of the study is a survey research with type of research is explanatory, sample used of 100 people. The data analysis technique used is path analysis. The results showed that perceived ease of use variable has no significant influence on customer satisfaction, while perceived enjoyment and trusts have positive and significant influence on customer satisfaction. The results also showed that perceived enjoyment and customer satisfaction has no significant influence on repurchase intention, while perceived ease of use and trust has positive and significant influence on repurchase intention.

scholarly journals Is self-determination good for your effectiveness? A study of factors which influence performance within self-determination theory

PLoS ONE ◽  
2021 ◽  
Vol 16 (9) ◽  
pp. e0256558
Author(s):  
Michał Szulawski ◽  
Izabela Kaźmierczak ◽  
Monika Prusik
Keyword(s):  
Intrinsic Motivation ◽  
Task Performance ◽  
Positive Impact ◽  
Subjective Evaluation ◽  
Self Determination Theory ◽  
Psychological Needs ◽  
Basic Psychological Needs ◽  
Self Determination ◽  
External Incentives ◽  
The Impact

Despite the vast body of studies within self-determination theory, the impact of factors which influence performance in experimental paradigm is still underresearched. The aim of the two studies presented in this paper was to investigate the impact of basic psychological needs on performance with the simultaneous presence of external incentives. Study 1 tested whether the satisfaction of competence and relatedness during task performance (while external incentives were present) can impact individual’s performance. Study 2, on the other hand, investigated whether the basic psychological needs and provision of external incentives can impact an individual’s performance. Moreover, in both studies the mechanisms behind the need–performance relationship was checked. Our results showed that out of the three basic needs, competence had the strongest positive impact on performance, which was partially mediated by the subjective evaluation of the levels of difficulty and intrinsic motivation. The weak relationship between relatedness and task performance was fully mediated by the level of intrinsic motivation.

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