Customer Satisfaction towards Online Shopping at Electronics Shopping Malls in Vietnam- A Conceptual Model to Enhance Business Success through Efficient Websites and Logistics Services

2016 ◽  
Vol 05 (01) ◽  
Author(s):  
Lai Wang Wang ◽  
Quoc Liem Le
Keyword(s):  
Customer Satisfaction ◽  
Conceptual Model ◽  
Online Shopping ◽  
Business Success ◽  
Shopping Malls ◽  
Logistics Services

scholarly journals Sustainable Online Shopping Logistics for Customer Satisfaction and Repeat Purchasing Behavior: Evidence from China

2019 ◽  
Vol 11 (20) ◽  
pp. 5626 ◽  
Author(s):  
Choi ◽  
Chung ◽  
Young
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Online Shopping ◽  
Customer Relationship ◽  
Purchasing Behavior ◽  
Logistics Services ◽  
Quality Of Delivery ◽  
The Impact ◽  
Repeat Purchasing

This study examines the impact of the quality of online shopping logistics services on customer satisfaction and in driving subsequent repeat purchasing behavior. Five hypotheses are established to represent the relationships between customer satisfaction and each factor of logistics services: quality of information, quality of order, quality of delivery, price of delivery, and customer service. The research includes surveys conducted over two months from 1 December, 2016, to 31 January, 2017, targeting mostly young Chinese customers with experience purchasing products online, thus representing e-commerce. A questionnaire was distributed to each subject in a sample of 150 Chinese customers with online shopping experience. The empirical analysis indicates that logistics service quality, and primarily the quality of delivery, has a statistically significant impact on customer satisfaction, which, in turn, has a statistically significant impact on repeat purchasing behavior. The results provide insight into the strategy behind China’s rapidly growing online shopping industry, which focuses on maintaining stability through long-term customer relationship management.

scholarly journals The Effect of e-CRM on Customer Satisfaction: An Empirical Study of Online Shopping

2015 ◽  
Vol 1 (2) ◽  
pp. 142-152
Author(s):  
Gurmeet Singh Sain ◽  
Sushil Kumar
Keyword(s):  
Customer Satisfaction ◽  
Empirical Study ◽  
Conceptual Model ◽  
Customer Relationship Management ◽  
Online Shopping ◽  
Relationship Management ◽  
Customer Relationships ◽  
Customer Relationship

One of the key developments in marketing has been the advent of electronic customer relationship management (e-CRM) systems, designed primarily to create and manage long lasting customer relationships. To remain competitive in this internet based environment it is imperative to attract new customers and increase customer’s retention and to achieve these objectives it is crucial to implement e-CRM. The study was aimed to identify the effect of e-CRM strategies on customersatisfaction in context of online shopping. This study is based on 150 respondents and analysis confirms the conceptual model that convenience, trust and security have significant effect on customer satisfaction. This study enables managers and marketers to implement the e-CRM in the best shape and match it with current needs and requirements of consumers. The conclusions suggest that if organizations want to get the most from their e-CRM implementations they need to revisit thegeneral principles of usability and resistance which should be applied thoroughly and consistently.

scholarly journals Factors Affecting Online Customer Satisfaction: The Sri Lankan Perspective

2019 ◽  
Vol 14 (2) ◽  
pp. 99 ◽  
Author(s):  
Piruni A. Deyalage ◽  
Dushyantha Kulathunga
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Multiple Regression Analysis ◽  
Conceptual Model ◽  
Customer Service ◽  
Online Shopping ◽  
Website Design ◽  
Sri Lankan ◽  
Key Factors ◽  
Factors Affecting

Customer satisfaction has been identified as an important phenomenon in relation to online shopping.  The investigation of what cause customer satisfaction has become paramount for online businesses. Therefore, the purpose of this study was to identify the determinants of customer satisfaction in an online context. In this study, the authors proposed a conceptual model of customer satisfaction in the online context by identifying the key factors proposed by previous studies, and hypotheses were developed accordingly. The hypotheses were tested through multiple regression analysis, based on a sample of 150 online customers. The study found that customer service, website design and security perception were significantly associated with online customer satisfaction.

Trust and product as moderators in online shopping behavior: evidence from India

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Felicita Davis ◽  
Manoj Britto Francis Gnanasekar ◽  
Satyanarayana Parayitam
Keyword(s):  
Consumer Behavior ◽  
Customer Satisfaction ◽  
Social Influence ◽  
Conceptual Model ◽  
Online Shopping ◽  
User Behavior ◽  
Hierarchical Regression ◽  
Variety Seeking ◽  
Content Type ◽  
The Relationship

PurposeThe present study is aimed at examining the antecedents of online shopping user behavior and customer satisfaction. More specifically, (1) the effect of social influence, variety seeking behavior, advertising and convenience on user behavior, and (2) the effect of user behavior on customer satisfaction are examined.Design/methodology/approachA conceptual model is developed and tested after verifying the psychometric properties of the survey instrument. Data were collected from 556 respondents from three major cities (Hyderabad, Chennai and Bangalore) in the southern part of India using structured instrument. Hierarchical regression is performed. Measurement model was checked using structural equation modeling (Lisrel package).FindingsThe results reveal that (1) social influence, (2) variety seeking, (3) advertising, (4) convenience, (5) trust and (6) product factors were positively related to online user behavior. Results also show that user behavior is significantly and positively related to customer satisfaction. The hierarchical regression results also showed moderating effects of (1) trust in the relationship between social influence, variety seeking and user behavior, and (2) product factors in the relationship between advertising, convenience and user behavior. Finally, results suggest that user behavior is partially mediating the relationship between trust and customer satisfaction, i.e. trust has both direct and indirect effect on customer satisfaction.Research limitations/implicationsAs with any survey-based research, the present study suffers from the problems associated with self-report measures viz., common method bias and social desirability bias. However, the authors attempted to minimize these limitations by following appropriate statistical techniques.Practical implicationsThis study contributes to both practicing managers and the literature on advertising. The study suggests that trust and product play a major role in strengthening the relationship between antecedents and user behavior.Originality/valueThis study provides new insights about the importance of gaining trust in influencing consumer behavior. The conceptual model the authors developed is novel in the sense not many studies are available in India to empirically examine the moderating relationships of trust and product in consumer behavior.

A study of Leakage Ratio for increasing performance of online keyword search advertising

2019 ◽  
Vol 118 (1) ◽  
pp. 36-41
Author(s):  
Jung-Woo Lee ◽  
Seung-Cheon Kim ◽  
Sung-Hoon Kim ◽  
Jin-Ho Lim
Keyword(s):  
Online Shopping ◽  
Keyword Search ◽  
Online Advertising ◽  
The Internet ◽  
Shopping Malls ◽  
Portal Site ◽  
Internet Portal ◽  
Search Advertising ◽  
Large Size ◽  
Low Efficiency

Background/Objectives: In this study, research to improve efficiency of online advertising market, we would like to propose a new performance index called "Leakage Ratio" which can increase the efficiency of advertisement. Methods/Statistical analysis: Naver, the Internet portal site in Korea, is the most influential medium for online keyword search advertising. In this study, Leakage Ratio management is applied to online keyword search ads for five medium and large size online shopping malls at Naver. Based on the performance trend of each search keyword, we tried to improve the efficiency of the whole advertisement by changing the bid of the low efficiency keyword.

A study of Leakage Ratio for increasing performance of online keyword search advertising

2019 ◽  
Vol 118 (8) ◽  
pp. 308-314
Author(s):  
Jung-Woo Lee ◽  
Seung- Cheon ◽  
Sung-Hoon Kim ◽  
Jin-Ho Lim
Keyword(s):  
Online Shopping ◽  
Keyword Search ◽  
Online Advertising ◽  
The Internet ◽  
Shopping Malls ◽  
Portal Site ◽  
Internet Portal ◽  
Search Advertising ◽  
Large Size ◽  
Low Efficiency

In this study, research to improve efficiency of online advertising market, we would like to propose a new performance index called "Leakage Ratio" which can increase the efficiency of advertisement. Methods/Statistical analysis: Naver, the Internet portal site in Korea, is the most influential medium for online keyword search advertising. In this study, Leakage Ratio management is applied to online keyword search ads for five medium and large size online shopping malls at Naver. Based on the performance trend of each search keyword, we tried to improve the efficiency of the whole advertisement by changing the bid of the low efficiency keyword.

Determining the Role of Customer Satisfaction in Gaining Customer Loyalty among Cafés

2020 ◽  
Vol 8 (1) ◽  
pp. 74-85
Author(s):  
Allen Joshua P. Cuñado ◽  
Cathlyn Mae Painagan ◽  
Jeshnin Ann L. Cuñado ◽  
Ella Marie D. Palmada ◽  
Zenar Jane A. Mumar ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Pearson Correlation ◽  
Correlation Coefficients ◽  
Significant Degree ◽  
Business Success ◽  
Research Approach ◽  
Chi Square ◽  
Chi Square Test

Café as an establishment primarily sells refreshing drinks, snacks, and light meals, with coffee being their flagship product. This type of business is steadily multiplying around the city of Tagbilaran, Bohol, Philippines. Customers have linked to business success as well as customer satisfaction and customer loyalty. This study was implemented to analyze the role of customers’ satisfaction in gaining customers’ loyalty, specifically among purposively selected cafés. The quantitative method of research approach was used with the aid of questionnaires. The data gathered were statistically treated making use of frequency, composite means, weighted mean, chi-square test, and Pearson correlation coefficients. The respondents included 210 customers from the purposively selected cafés. Results showed respondents to be very satisfied (VS) for the Product; for the price; for the place; for the service quality; and moderately satisfied (MS) for promotion. Results further showed that there is a significant degree of relationship between customer satisfaction and customer loyalty.

LAHP-Based Theory of Building e-Commerce Customer Satisfaction Degree Index System

2011 ◽  
Vol 109 ◽  
pp. 641-645 ◽  
Author(s):  
Chun Mei Jia ◽  
Ling Hong Yu
Keyword(s):  
Customer Satisfaction ◽  
Electronic Commerce ◽  
Index System ◽  
Online Shopping ◽  
Evaluation Index System ◽  
Evaluation Index ◽  
Satisfaction Degree ◽  
Customer Satisfaction Evaluation ◽  
Satisfaction Evaluation ◽  
Customer Satisfaction Degree

According to the development of electronic commerce, this paper analyzed the case of online shopping e-commerce customer satisfaction factors. Also based on AHP not only established a customer satisfaction evaluation index system, and rank the factors that influenced the indicators, and finally to propose a solution.

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