The Affective Domain of E-Commerce

2021 ◽  
pp. 19-39
Author(s):  
Vildan Ateş
Keyword(s):  
Perceived Control ◽  
Perceived Risk ◽  
Online Shopping ◽  
Affective Domain ◽  
Customer Perceptions ◽  
Long Run ◽  
Perceived Benefit ◽  
Perceived Security ◽  
Customer Services ◽  
Customer Trust

The purpose of this chapter is to examine customer perceptions in the affective domain that directly or indirectly influence the shopping process and purchasing decision between the online customer and online shopping sites. This chapter investigates the effects of nine different perceptions as perceived benefit, perceived control, perceived customer services, perceived customization, perceived risk, perceived security, perceived self-efficiency, perceived privacy, and perceived value on the trust, satisfaction, and loyalty of online customers. Revealing the effects of these relationships on online customer trust, satisfaction and loyalty is important for online shopping sites to maintain their existence in the long-run, be able to compete with others, and increase their profitability.

The Affective Domain of E-Commerce

2020 ◽  
pp. 77-103
Author(s):  
Vildan Ateş
Keyword(s):  
Perceived Control ◽  
Perceived Risk ◽  
Online Shopping ◽  
Affective Domain ◽  
Customer Perceptions ◽  
Long Run ◽  
Perceived Benefit ◽  
Perceived Security ◽  
Customer Services ◽  
Customer Trust

The purpose of this chapter is to examine customer perceptions in the affective domain that directly or indirectly influence the shopping process and purchasing decision between the online customer and online shopping sites. This chapter investigates the effects of nine different perceptions as perceived benefit, perceived control, perceived customer services, perceived customization, perceived risk, perceived security, perceived self-efficiency, perceived privacy, and perceived value on the trust, satisfaction, and loyalty of online customers. Revealing the effects of these relationships on online customer trust, satisfaction and loyalty is important for online shopping sites to maintain their existence in the long-run, be able to compete with others, and increase their profitability.

Manufacturer‐Distributor Relationships and Channel Service Quality

1996 ◽  
Vol 7 (2) ◽  
pp. 33-42 ◽  
Author(s):  
Jos Lemmink ◽  
Martin Wetzels ◽  
Kitty Koelemeijer
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Price Competition ◽  
Customer Perceptions ◽  
Long Run ◽  
Customer Dependence ◽  
Customer Services ◽  
Characteristics Development ◽  
High Degree

In today's marketplace for fast‐moving consumer goods, many brands exist with similar characteristics. Development and maintenance of product differentiation becomes increasingly difficult to realize for manufacturers. Consequently, non‐price competition particularly by offering high quality customer services, becomes increasingly important as a marketing instrument by producers towards distributors. In this article, an empirical investigation has been conducted into the interrelationships between customer services offered by an international beverage manufacturer and customer sentiments towards partnership and dependence. It appears that despite the well‐established premium brand offered by the manufacturer and the context of a long‐term relationship, customer service significantly affects customer dependence and closeness of the relationship. Furthermore, a high degree of partnership increases customer perceptions of dependence and quality of services. In the long run, manufacturer‐distributor relationships striving for service quality and partnership will benefit from mutual reinforcement.

Perceived control and purchase intention in online shopping: The mediating role of self-efficacy

2018 ◽  
Vol 46 (1) ◽  
pp. 99-105 ◽  
Author(s):  
Yahong Li ◽  
Zhipeng Xu ◽  
Fuming Xu
Keyword(s):  
Customer Service ◽  
Perceived Control ◽  
Self Efficacy ◽  
Purchase Intention ◽  
Structural Equation ◽  
Online Shopping ◽  
Equation Modeling ◽  
Experimental Conditions ◽  
Mediating Role ◽  
Customer Services

We investigated whether or not self-efficacy mediated the enhancing effect of perceived control on purchase intention in online shopping. We randomly assigned 263 participants to experimental conditions in which they encountered different customer services. We assessed their perceived control, self-efficacy, and purchase intention via a self-evaluation survey. Results indicated that participants with the availability of live customer service had a higher level of perceived control and stronger purchase intention. There were significantly positive correlations among perceived control, self-efficacy, and purchase intention. Structural equation modeling showed that self-efficacy was a significant partial mediator of the effect of perceived control on purchase intention, accounting for 17.4% of the total effect. This finding implies that the provision of customer service in online shopping that leads consumers to have a perception of greater control can enhance their self-efficacy, and induce stronger purchase intention.

Factors influencing smartphone based online shopping: an empirical study of young Women shoppers

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Mahima Shukla ◽  
Vranda Jain ◽  
Richa Misra
Keyword(s):  
Young Women ◽  
Perceived Risk ◽  
Purchase Intention ◽  
Online Shopping ◽  
Working Women ◽  
Content Type ◽  
Conversion Rates ◽  
Tam Model ◽  
Perceived Benefit ◽  
The Impact

PurposeThe study examines how young working women are motivated by online shopping. The study tests the relationship between Internet self-efficacy (ISE), website aesthetics, and purchase intention through perceived benefit. An investigation of the impact of perceived risk on purchase intention is also carried out.Design/methodology/approachThe paper carried out a quantitative study based on a purposive sample of 180 working women from the Delhi-NCR region of India and used Structural Equation Modelling (SEM) to test hypotheses based on the extended TAM model.FindingsPerceived benefit, website aesthetics, and ISE positively and significantly impact working women's purchase intention. The study also finds an indirect relationship between ISE and purchase intention through perceived benefit. Perceived risk has a negative and insignificant influence on working women's purchase intention for online shopping.Practical implicationsThe study finding reflects that perceived website aesthetics fill the gap between offline and online environments. ISE makes shopping easy and increases the shopper's confidence. A mobile-optimized website with ease of navigation would increase women shoppers' conversion rates on mobile devices, leading to a favourable impact on revenue generation for online retailers.Originality/valueDespite the vast literature on constructs derived from the TAM model, very few studies have researched young women consumers from an emerging economy perspective. The novelty of this research lies in identifying the factors that influence young working women's online shopping intention using smartphone through the glance of ISE and perceived aesthetics in the Indian context.

Consumer’s Decision-Making Behavior in Online Shopping: An Integrated Analysis

2014 ◽  
Vol 519-520 ◽  
pp. 422-429 ◽  
Author(s):  
Ling Ying Zhang ◽  
Yong Jiang Shi ◽  
Qiang Lu
Keyword(s):  
Decision Making ◽  
Theory Of Planned Behavior ◽  
Perceived Risk ◽  
Online Shopping ◽  
Perceived Value ◽  
Integrated Analysis ◽  
Theoretical Frameworks ◽  
Perceived Trust ◽  
Perceived Benefit ◽  
Decision Making Behavior

Taking the Theory of Planned Behavior and the Theory of Perceived Value as theoretical frameworks, this study analyzes what and how perceived capability and perceived value affect consumers decision-making behavior in their online shopping. In particular, the study examines the influence of perceived capability, perceived trust, perceived risk, perceived benefit, perceived cost and perceived value on the decision-making behavior of consumers in B2C e-commerce. The results show that perceived benefit and perceived value have direct significant impact on consumers decision-making behavior, perceived capability, perceived trust and perceived cost have indirect significant impact on consumers decision-making behavior. Moreover, the paper verifies that perceived risk has a weak significant impact on consumers decision-making behavior.

scholarly journals Consumers' Perceived Risks and Risk Reduction Efforts in Internet Shopping

2015 ◽  
Author(s):  
Çetin Kalburan ◽  
Selçuk Burak Haşıloğlu
Keyword(s):  
Risk Reduction ◽  
Perceived Risk ◽  
Online Shopping ◽  
Point Of View ◽  
The Other ◽  
The Internet ◽  
Internet Shopping ◽  
Perceived Benefit ◽  
Reduction Methods ◽  
Reduce Risk

Becoming widespread of Internet increases share of electronic commerce (E-commerce) in the economy each passing day. Therefore, analysis of the behaviors of consumers who are shopping on the Internet has become more important for companies. Consumers have more or less risk perception because of possible problems they may face in the post-shopping. Usually, consumers make an effort to reduce this risk. These efforts to reduce risk play a key role between perceived risk and perceived benefit. On the other hand, perceived risk and risk reduction methods vary on the Internet in comparison to traditional commerce. From this point of view, in this study, for online shopping, the relationships between perceived risk and risk reduction variables were investigated on the basis of the different products.

scholarly journals An Innovative Study of E-Payment Systems Adoption in Higher Education: Theoretical Constructs and Empirical Analysis

2019 ◽  
Vol 13 (06) ◽  
pp. 68 ◽  
Author(s):  
Said A. Salloum ◽  
Mostafa Al-Emran ◽  
Rifat Khalaf ◽  
Mohammed Habes ◽  
Khaled Shaalan
Keyword(s):  
Perceived Risk ◽  
Educational Institutions ◽  
Intention To Use ◽  
Research Model ◽  
Payment Systems ◽  
Factors Affecting ◽  
Performance Expectancy ◽  
Perceived Benefit ◽  
Perceived Security ◽  
New Research

Examining the adoption of e-payment systems is not a new research topic. Nevertheless, studying the factors affecting the adoption of e-payment systems in higher educational institutions is a new research trend. Thus, this study is considered one of the few that attempts to investigate the factors affecting the e-payment systems adoption in six different universities in the United Arab of Emirates (UAE). A total number of 289 students took part in the study. This study proposed a new research model in which the students’ intention to use the e-payment systems are affected by five different factors including perceived benefit, performance expectancy, perceived risk, perceived security/privacy, and trust. The partial least squares-structural equation modeling (PLS-SEM) approach was used to validate the research model. The empirical results suggested that perceived benefit and performance expectancy have a significant positive relationship with the students’ intention to use e-payment systems, whereas perceived security/privacy and perceived risk exhibited a significant negative relationship. However, the results triggered out that trust has an insignificant relationship with the students’ intention to use e-payment systems. The results acquired from this research provide a fresh and an up-to-date information on the e-payment systems adoption in the higher educational institutions.

scholarly journals ANALISIS FAKTOR-FAKTOR YANG MENINGKATKAN KEPERCAYAAN PELANGGAN MELAKUKAN ONLINE SHOPPING DAN DAMPAKNYA TERHADAP MINAT BELI ULANG (Studi pada Pelanggan Online Shopping di Kota Tangerang)

2019 ◽  
Vol 20 (2) ◽  
pp. 109-120
Author(s):  
Tarto Tarto ◽  
Yanthi Meitry Gunawan
Keyword(s):  
Product Quality ◽  
Perceived Risk ◽  
Risk Perceptions ◽  
Online Shopping ◽  
Structural Models ◽  
Internet Technology ◽  
Website Quality ◽  
Verification Method ◽  
Measurement Models ◽  
Customer Trust

The purpose of this study was to analyze how much influence the knowledge of internet technology, company quality and website quality on customer trust, the effect of product quality and customer trust on risk perceptions and their impact on repurchase interests in online shopping customers in Tangerang City. The research sample is 98 online shopping customers in Tangerang City. The sampling technique used convenience sampling. Data collection distributed questionnaires via email. The method used in this study is the verification method to determine the influence of knowledge of company quality internet technology and website quality on customer trust, the influence of product quality and customer trust on perceived risk and its impact on repurchasing interests in online shopping customers in Tangerang City. The test statistics used are designing structural models, designing measurement models, building flowcharts, testing the appropriate models. Suitability test of structural models and hypotheses using SmartPLS 3.0 software.

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