Consumer Attitude and Loyalty in Online Shopping Environments

2017 ◽  
Vol 7 (3) ◽  
pp. 57-72 ◽  
Author(s):  
Chandra Sekhar Patro
Keyword(s):  
Online Shopping ◽  
Ease Of Use ◽  
Future Research ◽  
Consumer Attitude ◽  
Consumer Loyalty ◽  
Shopping Environments ◽  
Online Consumer ◽  
Customer Attitude ◽  
Practical Implications

In the online shopping environment, loyal customers are considered extremely valuable. Loyalty is generally attributed to satisfaction with the quality of service offered by the e-marketers' to their customers. The application of technology-based service has grown rapidly in the recent years, but the current understanding of customer retention and attitude in such contexts remains limited. The present article empirically investigates the roles of e-store facets, consumer attitude and loyalty in online shopping environments. The results posit that the e-store facets such as ease of use, credibility, price benefit, security and service quality positively influence online consumer loyalty via online consumer purchase attitude, whereas functionality and innovativeness do not have much influence on consumer attitude and loyalty. The findings afford not only practical implications for e-marketers but also directions for future research on online customer attitude and loyalty.

scholarly journals Pengaruh Kepercayaan, Kemudahan, dan Keamanan terhadap Keputusan Pembelian di Marketplace

2021 ◽  
Vol 9 (3) ◽  
pp. 896-906
Author(s):  
Dian Agustiningrum ◽  
Anik Lestari Andjarwati
Keyword(s):  
Consumer Behaviour ◽  
Online Shopping ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Ease Of Use ◽  
Analysis Tool ◽  
Purchasing Decisions ◽  
Analysis Techniques ◽  
Online Consumer

This study aims to determine the effect of trust, comfort, and security on purchasing decisions at Shopee. With the development of an online shopping system that uses the internet, people are now following developments by having a mindset of consumer behaviour from conventional shopping to shopping digitally and online. Consumer confidence in online shopping through the system is very concerned about avoiding things that are not desirable. Therefore, it is necessary to ease of use of the system and strict security to conduct transactions online. The sample in this study were 200 respondents who were Shopee application users, both men and women aged 19-27 years. This study uses multiple linear regression analysis techniques through the analysis tool IBM SPSS statistic version 26. This study indicates that the variables of trust, security, and convenience affect purchasing decisions. The Shopee application is expected to further improve the quality of service through what consumers feel through reviews about the Shopee application in terms of the trust, convenience, and security or other things if it is deemed unsatisfactory. This study recommends marketers to maintain customer loyalty. The Shopee application must also maintain the ease of use of the application, such as the development of the latest features that are more attractive and practical to make it easier for consumers to search for products until they decide to make transactions.

scholarly journals Staffing System Management: Evidences from Singapore

2017 ◽  
Vol 7 (2) ◽  
pp. 136
Author(s):  
Mussie T. Tessema ◽  
Kubilay Gok ◽  
Alex Ngoma ◽  
Mengsteab Tesfayohannes ◽  
Gerry V. Fernando
Keyword(s):  
Public Service ◽  
Research Direction ◽  
Future Research ◽  
System Management ◽  
Critical Factors ◽  
Organization Level ◽  
The World ◽  
Practical Implications

This paper uses Singapore as a case study to illustrate how staffing policies and practices affect the quality of the workforce which ultimately influence performance at employee and organization level. It reveals that Singapore public service has been able to put in place most of the ‘critical factors’ for an effective staffing system management. The presence of those critical factors have played an important role in making Singapore to be one of the most effective public services in the world. Finally, it forwards theoretical and practical implications of the study and future research direction.

scholarly journals From offline shopping to online shopping in Nigeria: evidence from African emerging economy

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ambrose Ogbonna Oloveze ◽  
Chinweike Ogbonna ◽  
Emmanuel Ahaiwe ◽  
Paschal Anayochukwu Ugwu
Keyword(s):  
Social Influence ◽  
Direct Effect ◽  
Indirect Effect ◽  
Online Shopping ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Consumer Attitude ◽  
Intention To Use ◽  
Perceived Ease Of Use ◽  
Content Type

PurposeThe study builds on studies in online shopping. Existing studies in online shopping proved that it is an attraction to shoppers. In Nigeria's emerging economy the increasing Internet penetration does not equate with intention to use online shopping because it is not really used by users for online shopping. Consumers are considering it unattractive because of serious concerns that border on product quality of online shops and poor know-how on e-tech. The study sought to explore factors that could mitigate challenges to successful online shopping in Nigeria's emerging economy.Design/methodology/approachOnline survey method was used to sample 246 respondents. Measurement items were adapted from related literature. Confirmatory factor analysis and content validity were used to check the reliability and validity. A set of fit indices were used to check the goodness of fit. Data was analysed using structural equation model.FindingsResults indicate direct effects of consumer attitude, perceived usefulness and social influence on intention to use online shopping with consumer attitude shown to have a greater degree of importance towards intention to use online shopping. Thus, consumers' attitude of browsing online and going offline for purchases is dependent on attitude of like or dislike. Perceived ease of use, social influence and perceived usefulness had an indirect positive effect on consumer attitude to intention to use online shopping. Social influence is indicated to have a direct positive effect on perceived ease of use. Also perceived ease of use had a positive and direct effect on perceived usefulness.Research limitations/implicationsThe sample size is not large enough and the use of snowball sampling limits representativeness.Practical implicationsThe study indicated vital factors African emerging economies like Nigeria can use to improve consumer confidence towards intention to use online shopping and drive cashless policies. Several studies have missed the indirect effect of referents (social influence) on adoption of technology. The study proved that it can produce indirect effect as well as direct effect on intention to use online shopping.Originality/valueSeveral studies have missed the indirect effect of referents (social influence) on adoption of technology. The study proved that it can produce indirect effect as well as direct effect on online shopping.

An Empirical Examination of Saudi Consumers Attitudes Towards Online Shopping

2017 ◽  
Vol 7 (2) ◽  
pp. 57-80 ◽  
Author(s):  
Raja Yahya Alsharief ◽  
Felwa Al-Saadi
Keyword(s):  
Customer Service ◽  
Online Shopping ◽  
Product Information ◽  
Consumer Attitudes ◽  
Ease Of Use ◽  
Future Research ◽  
Privacy And Security ◽  
Empirical Examination ◽  
Factors Affecting ◽  
Independent Variables

This paper aims to empirically examine Saudi consumers' attitudes towards online shopping. The papers test a framework that was developed to understand, evaluate and examine the different factors affecting consumer attitudes towards online shopping in Saudi Arabia. Data were collected using a non-probability sample of 1000 Saudi consumers'. The paper investigated several independent variables which were used in previous research studies and its relation with the dependent variable (online shopping attitude among Saudi consumers). The findings indicated that ease of use and reliability were positively related to attitude of consumer towards online shopping. The findings also illustrated a positive relationship between the research remaining independent variables (privacy and security, customer service, trust, product information, satisfaction) and online shopping attitude in KSA. The paper also provides a discussion of its limitations as well as direction for future research in the field.

Determining the impact of e-commerce quality on customers’ perceived risk, satisfaction, value and loyalty

2019 ◽  
Vol 11 (4) ◽  
pp. 576-587 ◽  
Author(s):  
Ιoannis Tzavlopoulos ◽  
Katerina Gotzamani ◽  
Andreas Andronikidis ◽  
Chris Vassiliadis
Keyword(s):  
Path Analysis ◽  
Customer Loyalty ◽  
Perceived Risk ◽  
Perceived Value ◽  
Perceived Quality ◽  
Ease Of Use ◽  
Future Research ◽  
Content Type ◽  
The Impact

Purpose The quality assessment of e-commerce services is of particular research interest, as it has been widely found that quality is directly linked to customer satisfaction and loyalty, which in turn leads to improved sales results, the creation of reputation and enhanced competitiveness for active companies in the industry. The purpose of this paper is to investigate the quality in e-commerce and to examine the relationships developed among its individual dimensions and satisfaction, perceived value, perceived risk and customer loyalty. Design/methodology/approach Initially, exploratory factor analysis with the equamax rotation method was applied to identify the perceptions of consumers regarding quality, value, satisfaction, risk and loyalty. The effect of the factors that make up perceived quality of e-services on customer value, satisfaction, risk and loyalty was examined by using OLS regression analysis. Likewise, path analysis was applied to confirm the impact of perceived quality on total consumer satisfaction, perceived value and loyalty, utilizing perceived risk as a moderating variable. Findings The authors found that quality overall has a positive and statistically significant relationship with perceived value, satisfaction and loyalty and negative with perceived risk. From the individual dimensions of quality, it has been found that ease of use of websites, design, responsiveness and security lead to increased levels of perceived value, while ease of use, responsiveness and personalization lead to an increase in the overall satisfaction of consumers. Overall, it has been documented that high levels of quality lead to higher satisfaction and perceived value, mitigating perceived risk and positively impacting the adoption of desirable consumer behaviors as reflected in customer loyalty. Research limitations/implications In this respect, future research in the field of e-commerce can examine the quality of the respective electronic services taking into account different product and business categories. In addition, the future research can focus on the impact of high satisfaction, perceived value and customer loyalty on various sizes of business performance, including sales, market share, competitiveness, financial efficiency and sustainability. Practical implications Given the clear relationship between quality, perceived value and satisfaction, e-commerce businesses have the potential to benefit significantly from improvements in the quality of their services, as this leads to increased levels of perceived value, high level of satisfaction and hence enhanced customer loyalty, which is in turn reflected in increased sales, positive word-of-mouth, improved reputation and brand loyalty. In this way, e-businesses will be able to improve their financial position, achieve higher market shares, maintain their competitive advantage, attract new development resources and become sustainable on a long-term basis. Social implications Businesses need to understand the factors that determine the quality in e-commerce to be able to achieve customer satisfaction and reduce perceived risk through improved quality. These factors, which consumers perceive as important for quality, are critical. Originality/value The concepts of quality, perceived value, risk, satisfaction and loyalty are considered to be interlinked in both traditional consumer research and e-commerce, as high levels of perceived quality are believed to lead to positive assessments of the cost-benefit and, hence, the perceived value (Cronin et al., 2000; Sweeney and Soutar, 2001; Korda and Snoj, 2010) and loyalty. In this context, this study attempted to study the relationship of these five variables, through both regression and path analysis, resulting in similar results. According to the findings of the study, perceived quality of website services has a positive and statistically significant impact on perceived value, satisfaction and an opposite effect on perceived risk, while the last is mitigating variable for and loyalty.

Review of performance assessment frameworks of e-government projects

2020 ◽  
Vol 14 (1) ◽  
pp. 31-64 ◽  
Author(s):  
Harjit Singh ◽  
Purva Grover ◽  
Arpan Kumar Kar ◽  
P. Vigneswara Ilavarasan
Keyword(s):  
Performance Assessment ◽  
User Satisfaction ◽  
Information Quality ◽  
Ease Of Use ◽  
Electronic Government ◽  
Future Research ◽  
Content Type ◽  
Use Efficiency ◽  
Scopus Database ◽  
Practical Implications

Purpose The purpose of this paper is to summarize the literature of electronic government frameworks and models to identify various constructs and their relationship to measure the performance of e-government projects. Design/methodology/approach In total, 77 publications were identified from Scopus database after using exclusion and inclusion criteria. A total of 136 constructs were mapped across five categories. Further using network science, communities of usage of these constructs across different studies were identified. Findings Dominant constructs used across studies were ease of use, usefulness, user satisfaction, infrastructure, website maturity, security, user trust, transparency, empowerment, operational efficiency, service quality and information quality. This review offers directions for future research in terms of potential for constructs, which have been explored lesser in the existing literature. Research limitations/implications The study provides direction for the usage of theoretical lenses, constructs and association among usage for the evaluation of e-government projects, which have been used less in existing literature, and thus, has higher needs for greater exploration. Search scope is limited to Scopus database, which is one of the largest citation database. Practical implications It gives information to the policymakers about the importance of the dominant constructs such as user satisfaction, usefulness, ease of use, efficiency and quality, which have been used across the spectrum of studies of e-government performance assessment frameworks and models. Practitioners need to accommodate the relevance of these factors while designing processes and key performance indicators. Originality/value This study analyzes the e-government assessment frameworks and gives direction to theory building for future studies.

scholarly journals Exploring online consumer curation as user-generated content

2019 ◽  
Vol 23 (3) ◽  
pp. 325-338 ◽  
Author(s):  
Jessica Babin ◽  
John Hulland
Keyword(s):  
Brand Management ◽  
User Generated Content ◽  
Social Connections ◽  
Future Research ◽  
Careful Study ◽  
Art Gallery ◽  
Content Type ◽  
Academic Literature ◽  
Online Consumer ◽  
Practical Implications

Purpose Some consumers are engaged in online curation, a type of user-generated content, in ways that can be impactful for brands. An example of online curation includes organizing themed collections of product images on Pinterest. The purpose of this paper is to present a framework of online consumer curation, introducing this topic to the marketing literature. Design/methodology/approach Through the analysis of the business and academic literature, as well as a careful study of many examples of online consumer curation, the authors present a framework for understanding online consumer curation. Findings The actions taken by online consumer curators are similar to those of museum or art gallery curators: acquiring, selecting, organizing and displaying content for an audience. The motivations for consumers to engage in online curation include building/displaying their identities and making social connections with their online audience. One outcome possible for the audience that views the curation is gaining access to carefully selected and recommended content. Research limitations/implications As online consumer curation is a new area of research, the authors suggest several marketing- and brand-relevant propositions that can be addressed in future research. Practical implications As consumers are frequently using product images and brand symbols in their online curation, it is important for marketing academics and practitioners to understand their actions. Originality/value The aim of the paper is to present a thorough introduction to the idea of online consumer curation by outlining relevant examples, providing a framework for understanding this activity and its implications for brand management, and listing ideas for future research.

IMPACT OF PERCEIVED QUALITY ON CONSUMER ATTITUDE IN FOOD INDUSTRY OF PAKISTAN

2019 ◽  
Vol 3 (3) ◽  
pp. 181-198
Author(s):  
Turab KHAN ◽  
Naushad AHMED ◽  
Hafiz Ishtiaque HUSSAIN
Keyword(s):  
Food Industry ◽  
Perceived Quality ◽  
Future Research ◽  
Consumer Attitude ◽  
Linear Regression Method ◽  
Brand Name ◽  
Research Papers ◽  
Quality Of Food ◽  
The Impact

Purpose: The purpose of this study is to identify the impact of perceived quality on consumer attitude in the food industry. Design/Methodology/Approach: With positive philosophy method, this study is based on Quantitative approach and the truthful data was collected by Surveys from the consumers of the food industry in Pakistan. The linear Regression method directed for the measurement. Findings: The results indicate the impact of perceived quality on consumer attitude in food industry which elaborate that there is a moderate impact of perceived quality on consumer attitude that indicates the significant relation among perceive quality on consumer attitude. Research limitation/Implication: The study is limited to consider only food industry, the result shows that there is a significant moderate impact of perceived quality on consumer attitude although, the data was collected from the consumers of Karachi. Implications: This study suggests local food industry about the attitude of consumer towards the quality of food whereas food industry can take benefit from this study to know the quality matters for the customers which they can start providing the quality food to increase their brand name & loyalty among  customers. Originality/Value: This study is carried out having seen the previous research papers although, from this study, the service quality in the food industry can be studied further for future research. Keywords:

scholarly journals Product Branding and Consumer Loyalty in Telecommunication Industry

2020 ◽  
Vol 17 (1) ◽  
pp. 94-103
Author(s):  
Kowo Solomon Akpoviroro ◽  
Akinbola Olufemi Amos ◽  
Akinrinola Olalekan Oladipo ◽  
Adegbite Ganiu Adewale
Keyword(s):  
Primary Data ◽  
Computation Method ◽  
Telecommunication Industry ◽  
Consumer Loyalty ◽  
Network Coverage ◽  
Telecommunication Companies ◽  
Fierce Competition ◽  
The Relationship ◽  
Practical Implications

AbstractResearch Purpose. With fierce competition and saturated marketing in Nigeria, telecom operators must work hard to reduce cost, win new customers, and most importantly, retain the existing ones. The aim of the study was to examine the relationship between product branding and consumer loyalty in the Nigerian telecommunication industry.Design / Methodology / Approach. This research employed survey research design. Primary data was adopted with the aid of a questionnaire administered to the customers of three major telecommunication companies in Nigeria (MTN, AIRTEL and GLOBACOM) residing in Lagos State. The population of the study was 172, the sample size was 120, which were determined using the simple computation method. The study made use of statistical tools that include: analysis of variance (ANOVA), correlation efficient and Statistical Packages for Social Sciences (SPSS) Version 17.0.Findings. The results of this study confirm with the existing literature that product branding as a feature has a significant effect on product. The study found out that there exists a significant relationship between product branding and consumer loyalty in the Nigerian telecommunication industry. Consequently, from the practical perspective, telecommunication firms should expand their network coverage, improve the quality of service and provide better access to other networks within and outside Nigeria.Originality / Value / Practical implications. The study seeks to contribute to existing literature on product branding and customer loyalty. The paper contributes in clarifying that telecom providers in Nigeria must make product branding as a very important aspect of its marketing strategy and it must be given a serious approach, because it goes a long way to determine the success or failure of the product offer to the market, the firm in question and its ability to achieve consumer loyalty

scholarly journals FAKTOR YANG MEMPENGARUHI KEPUASAN PENGGUNA SITUS BELANJA

2020 ◽  
Vol 22 (1) ◽  
pp. 18-27
Author(s):  
Yudi Wahyu Wibowo
Keyword(s):  
Technology Acceptance ◽  
Technology Acceptance Model ◽  
User Satisfaction ◽  
Online Shopping ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Perceived Ease Of Use ◽  
Systems Quality ◽  
Acceptance Model

Satisfaction is one sign of the success of a product or service in this case in the form of online shopping sites. Satisfaction assessed if users feel the achievement of a goal from the user. This study aimed to analyze the influence of variables contained in an online shopping website that quality systems, quality of information, perception of usefulness, ease of use to the user satisfaction. This research used experimental methods and quantitative data in the form of a questionnaire. The results showed that the three hypotheses were rejected and 4 received. Results of the data analysis using methods DeLone and McLean combined with Technology Acceptance Model (TAM) and PLS SEM showed that the three factors that influence user satisfaction is the quality of the system, perceived ease of use and perceived usefulness.

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