scholarly journals A Framework to Explore Customer Experience on First-Store Design Concept in China

2021 ◽  
Vol 11 (1) ◽  
Author(s):  
Cuiyu Xi ◽  
Muhammad Zaffwan Idris
Keyword(s):  
Customer Experience ◽  
Design Concept ◽  
Store Design

e-Shopping Experience in e-Tail Market

2014 ◽  
Vol 5 (2) ◽  
pp. 13-24
Author(s):  
Kamaladevi B. ◽  
Vanitha Mani M.R.
Keyword(s):  
Customer Service ◽  
Information Quality ◽  
Customer Experience ◽  
Design Quality ◽  
Customer Experience Management ◽  
Factors Influencing ◽  
Shopping Experience ◽  
Store Design ◽  
The Individual ◽  
Internet Shop

Survival of fittest and fastest is the mantra of today's business game. In the modern e-Business era, the retailer must focus on the customer's e-Tailing experience to survive in the e-World. To focus an e-Customer's experience towards e-Tailing, the retailers should understand what “e-Tailing” actually means. e-Retailing is a form of electronic commerce which allows consumers to directly buy goods or services from a seller over the Internet using a web browser. e-Tailing can be referred as e-web store, e-Shop, e-Store, Internet shop, web-shop, web-store, online store, and virtual store. On the other hand, e-Customer Experience Management is a strategy that focuses the operations and processes of an e-Business around the needs of the individual e-Customer. It represents a strategy that results in a win–win value exchange between the e-Tailer and their e-Customers. The goal of e-Customer experience management is to move customers from satisfied to loyal and then from loyal to advocate. This paper focuses on the role of macro factors influencing e-Customers to make e-Shopping and how they can shape e-Customer experiences and behaviors. As a result, e-Store information quality, e-Shopping cost, e-Store design quality, e-Privacy/security, e-Customer service and e-Delivery service quality are found as the macro factors influencing e-Customers towards e-Tailing.

scholarly journals Store layout effects on consumer behavior in 3D online stores

2018 ◽  
Vol 52 (5/6) ◽  
pp. 1223-1256 ◽  
Author(s):  
Ioannis Krasonikolakis ◽  
Adam Vrechopoulos ◽  
Athanasia Pouloudi ◽  
Sergios Dimitriadis
Keyword(s):  
Consumer Behavior ◽  
Delphi Study ◽  
Online Shopping ◽  
Customer Experience ◽  
Influential Factor ◽  
Department Stores ◽  
Content Type ◽  
Store Design ◽  
Shopping Enjoyment ◽  
Online Stores

PurposePositioned in the e-retailing field, this study aims to investigate the effect of the retail store’s atmosphere on consumer behavior in 3D online shopping environments, focusing on store layout as a critical influential factor.Design/methodology/approachThe research uses a mixed research method approach that includes two complementary studies. First, a three-round Delphi study with domain experts is used to develop a store layout classification scheme (Study 1), resulting in five distinct types of store layout. Subsequently, 3D online retail stores that use the five layouts are designed and developed. These serve as treatments of a laboratory experimental design, which is used to assess layout impact on a number of attitudinal and behavioral variables (Study 2).FindingsFive distinct types of store layout have been identified in Study 1, and their distinctive features are presented. The findings of Study 2 indicate that online shopping enjoyment, entertainment and ease of navigation are influenced by the store layout types of 3D online environments. Specifically, the “avant-garde” layout type facilitates the ease of navigation of customers in the store and provides a superior online customer experience. The “warehouse”’ adopts long aisles for the display of products, which simplifies the comparison of products, whereas the “boutique” layout was found to be the best in terms of shopping enjoyment and entertainment. The “department” layout shares many common characteristics with traditional department stores, providing an entertaining and enjoyable store, whereas the “pragmatic” layout emphasizes low system requirements.Practical implicationsThe paper presents characteristics that make store layouts effective for different aspects of online customers’ experience and identifies opportunities that 3D online store designers and retailers can explore for the provision of enhanced, customized services to online customers.Originality/valueThis paper examines recent technological developments in store design and visual merchandising. It identifies five layout types of 3D online stores, which are different from those of brick–and–mortar and 2D online stores, and investigates their impact on consumer behavior. Further, the paper examines how each layout type influences online shopping enjoyment, entertainment, ease of navigation, online customer experience and, in turn, purchase and word-of-mouth intentions. Finally, the paper examines the moderating role of telepresence. Individuals with high sense of telepresence conceive 3D environments as “real” and are more concerned about the attributes that trigger the sense of enjoyment they experience while browsing.

Omnichannel Customer Experience Measure

2020 ◽  
Author(s):  
Si Shi ◽  
Yi Wang ◽  
Xuanzhu Chen ◽  
Qian Zhang
Keyword(s):  
Customer Experience ◽  
Experience Measure

Retail Mix Dan Kepuasan Konsumen Minimarket

Liquidity ◽  
2018 ◽  
Vol 7 (1) ◽  
pp. 53-62
Author(s):  
Siti Maryama ◽  
Yayat Sujatna
Keyword(s):  
Consumer Satisfaction ◽  
Quantitative Method ◽  
Descriptive Analysis ◽  
T Test ◽  
Primary Data ◽  
Retail Industry ◽  
Location Data ◽  
Store Design ◽  
Customer Services ◽  
The Difference

The purpose of this study is to (1) analyzing the level of retail mix consumer satisfaction; (2) analyze the dominant variable in retail mix consumer satisfaction; (3) analyze the difference of retail mix consumer satisfaction performed. The observed of the retail industry is Alfamidi and Indomaret. The study was designed into a descriptive-quantitative method. The source of primary data obtained from the questionnaire of 100 respondents. The formulating variable of retail mix includes: merchandise assortments, pricing, customer services Store design and display, communication mix, and location. Data analyze by using descriptive, analysis of factors, and t-test. The result confirmed that the level of retail mix consumer satisfaction in both industry is relatively similar. However, it can be stated that the respondents were more satisfied to Indomaret compared with Alfamart.

A managerial perspective on omnichannel e-customer

2020 ◽  
pp. 5-17
Author(s):  
Maria Teresa Cuomo ◽  
Francesca Ceruti ◽  
Alice Mazzucchelli ◽  
Alex Giordano ◽  
Debora Tortora
Keyword(s):  
Social Networks ◽  
Social Media ◽  
Empirical Analysis ◽  
Customer Experience ◽  
Tourism Industry ◽  
Point Of View ◽  
Social Commerce ◽  
Social Dimensions ◽  
Offline Channels ◽  
Managerial Perspective

The actual omnichannel customer uses indifferently both online and offline channels to express himself through consumption, which increasingly blends personal, cultural and social dimensions. In this perspective social media and social networks are able to assist e-retailers in their effort of creating a total e-customer experience, especially in the tourism industry, trying to satisfy their clients from the relational and commercial point of view. By means of an empirical analysis where managers were interviewed on the topic and its degree of application in the firms, the paper underlines how from the managerial point of view, that represents a new prospect on the topic, the expected shift from e-commerce to social commerce paradigm, facilitating the selling and buying of products and services by using various internet features, is nowadays not completely understood and realized.

Selecting which touchpoints to manage for customer loyalty: an empirical analysis in retail banking

2019 ◽  
pp. 39-54
Author(s):  
Marco Ieva ◽  
Cristina Ziliani
Keyword(s):  
Empirical Analysis ◽  
Customer Loyalty ◽  
Online Survey ◽  
Customer Experience ◽  
Retail Banking ◽  
Customer Experience Management ◽  
Moderating Role

Customer Experience develops through a journey of touchpoints. However, little is known on the role of touchpoints in contributing to customer loyalty, which is the final aim of Customer Experience Management. This study provides an examination of the relative and moderating role of frequency and positivity of exposure to more than twenty touchpoints and their interplay in contributing to customer loyalty. An online survey on more than three thousand consumers is run with reference to retail banking. Results show that only a small number of touchpoints is significantly related to customer loyalty. Findings point companies' attention to invest their efforts in managing both the frequency and positivity of specific touchpoints.

Penataan Terminal Tipe B Kabupaten Sukabumi

2020 ◽  
Vol 4 (1) ◽  
pp. 27-42
Author(s):  
Wiyoga Triharto ◽  
Bambang Perkasa Alam
Keyword(s):  
Public Transportation ◽  
Design Concept ◽  
Tourist Attraction ◽  
Regional Government ◽  
Type B ◽  
Field Surveys ◽  
Future Needs ◽  
Terminal Design ◽  
Transportation Facilities ◽  
Descriptive Qualitative

Ratu harbor beach is one of the mainstay tourist sites for the Regional Government of Sukabumi Regency in bringing PAD, besides public transportation facilities and terminals have a major role in supporting the queen port as a tourist attraction so that tourists are comfortable and facilitated in accessing through public transportation. The condition of the Pelabuhan Ratu Terminal, Sukabumi Regency is currently very poor, poorly maintained, and many supporting facilities are damaged and inadequate. This study aims to identify problems and formulate the type B terminal arrangement in Sukabumi Regency. The method used is descriptive qualitative in order to get a picture of the problems of the situation and conditions currently taking place or occurring in the present and the study of policies. Collecting data by field surveys, literature studies and interviews. The results in this study get a terminal B type terminal design concept Sukabumi Regency according to current and future needs.

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