scholarly journals Customer Satisfaction towards Online Shopping in Sri Lanka: Moderating Effect of Income Level

2019 ◽  
pp. 1-10
Author(s):  
G. A. B. S. Perera ◽  
K. M. V. Sachitra
Keyword(s):  
Sri Lanka ◽  
Customer Satisfaction ◽  
Customer Service ◽  
Web Site ◽  
Online Shopping ◽  
Income Level ◽  
Moderating Effect ◽  
Factors Influencing ◽  
Online Retailers ◽  
The Relationship

Aim: Online shopping is the most popular feature around the world as well as in Sri Lanka. People are tending to do online shopping by using those social media and also by using online shopping websites. As well as most of the business organizations try to use online shopping to sell their product and to increase their market. The objective of this research is to assess the factors influencing customer satisfaction while doing online shopping. Further, the study tested the moderating effect of income level on the relationship between factors influencing customer satisfaction on online shopping. Design: This study used the deductive approach and research design was based on quantitative and cross sectional. The targeted population for this study is customers living around the Colombo area, those who have internet facility in their living place or working place. The sample size was 380. The survey method is employed to collect data through a standardizes questionnaire. The selected dimensions (customer satisfaction, convenience, security, website functionality and customer service) were measured by using a Likert scale measurement items, acknowledging the prior studies. Findings: According to the survey findings of this study, Convenience, Web site functionality, Customer service have significant influence on customer satisfaction on online shopping. The results also indicated that the income level has a significant moderating effect on the relationship between Convenience, Web site Functionality, Security and Customer service and Customer satisfaction on online shopping. Implications: According to the findings of this study online retailers can identified that their consumers are more concern about the website functionality, customer service, and convenience of the online shopping. Therefore, online retailers can develop their website by adding more functions which will be helpful and easy for the customers and they can further improve their customer service at the prior purchase level as well as at the post purchase level in order to attract more customers and retain the existing customers with their business.

scholarly journals Customer Satisfaction in Online Shopping in Growing Markets

2020 ◽  
Vol 11 (1) ◽  
pp. 78-91 ◽  
Author(s):  
Syed Shah Alam ◽  
Mohd Helmi Ali ◽  
Nor Asiah Omar ◽  
Wan Mohd Hirwani Wan Hussain
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Information Quality ◽  
Online Shopping ◽  
Positive Influence ◽  
Factors Affecting ◽  
Service Information ◽  
Online Retailers ◽  
Study Results ◽  
Quality Response

The aim of this study is to examine the factors affecting customer satisfaction in online shopping. The conceptual model for this study was developed based on the previous research in the online shopping context. In this research, ten hypotheses on factors affecting customer satisfaction in online shopping are outlined with empirical data from 337 respondents. Data was collected through a Google form. The regression results show that customer service, information quality, response time, transaction capability, delivery, merchandise attributes, security/privacy, convenient payment method, and price have significant positive influence on customer satisfaction in online shopping. From a managerial viewpoint, this study results provide support for investment decisions for customer satisfaction from online retailers in Malaysia.

Customer Satisfaction in Online Shopping in Growing Markets

2021 ◽  
pp. 1878-1892
Author(s):  
Syed Shah Alam ◽  
Mohd Helmi Ali ◽  
Nor Asiah Omar ◽  
Wan Mohd Hirwani Wan Hussain
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Information Quality ◽  
Online Shopping ◽  
Positive Influence ◽  
Factors Affecting ◽  
Service Information ◽  
Online Retailers ◽  
Study Results ◽  
Quality Response

The aim of this study is to examine the factors affecting customer satisfaction in online shopping. The conceptual model for this study was developed based on the previous research in the online shopping context. In this research, ten hypotheses on factors affecting customer satisfaction in online shopping are outlined with empirical data from 337 respondents. Data was collected through a Google form. The regression results show that customer service, information quality, response time, transaction capability, delivery, merchandise attributes, security/privacy, convenient payment method, and price have significant positive influence on customer satisfaction in online shopping. From a managerial viewpoint, this study results provide support for investment decisions for customer satisfaction from online retailers in Malaysia.

scholarly journals Impact of Capabilities on Firm Value Offering in the E-Commerce Service Setting

2020 ◽  
Vol 12 (3) ◽  
pp. 19-33
Author(s):  
Hui-chuan Chen ◽  
Szu-Yuan Sun ◽  
Li-Shan Chen
Keyword(s):  
Customer Service ◽  
Firm Value ◽  
Business Processes ◽  
Online Shopping ◽  
Service Setting ◽  
Online Retailers ◽  
Relationship Of ◽  
Service Experiences ◽  
The Relationship ◽  
Positive Effect

E-commerce and online shopping have changed the retail environment. At present, companies rely on extensive customization of information systems and business processes in order to provide enhanced online customer service experiences. In today's rapidly expanding service economy, businesses need more service capabilities in order to outperform competitors. The authors identify four capabilities: innovation-based, marketing-based, collaborative, and absorptive to assess the relationship of these capabilities of online shopping websites in relation to the firm's value offering to its online customers. The results indicate that capabilities indeed play an important role for online shopping providers in the area of value creation for online consumers. This suggests to online retailers that capabilities have a positive effect on value offerings; thus, it is imperative that firms use more of their resources to develop capabilities.

The Research on Moderating Effect of Relationship Benefits in Customer Service Recovery of Sports Medicine: Using Data Mining

2011 ◽  
Vol 187 ◽  
pp. 67-72
Author(s):  
Qing Min Kong ◽  
Ming Li Zhang
Keyword(s):  
Data Mining ◽  
Customer Satisfaction ◽  
Customer Service ◽  
Customer Loyalty ◽  
Sports Medicine ◽  
Service Recovery ◽  
Interactional Justice ◽  
Moderating Effect ◽  
Relationship Benefits ◽  
The Relationship

This article introduces the relationship benefits into the research area of customer service recovery of sports medicine. Through data mining, the study has shown that in the sports medicine area, perceived justice have different impact on customer satisfaction and customer loyalty between different relationship benefits customers. For the high relationship benefits customers, distributive justice and interactional justice have significant impact on customer satisfaction and customer loyalty, even if they are dissatisfied, but they will remain loyalty. For the low relationship benefits customers, interactional justice has significant impact on customer satisfaction, and only they remain loyalty when they satisfied. Relationship benefits have the moderating effect in customer service recovery of sports medicine, if customers receive the relationship benefits from sports medicine enterprises, even if the service does not meet their expectations, they would still maintain the relationship with sports medicine enterprises. Our conclusions have the guiding effect for the enterprises, especially for the sports medicine service enterprises.

Factors Influencing Online Shopping Behavior of Urban Consumers in India

2015 ◽  
Vol 5 (1) ◽  
pp. 38-50 ◽  
Author(s):  
Rajyalakshmi Nittala
Keyword(s):  
Perceived Risk ◽  
Financial Risk ◽  
Online Shopping ◽  
Shopping Behavior ◽  
Factors Influencing ◽  
Internet Users ◽  
Online Retailers ◽  
Product Risk ◽  
Electronic Marketing ◽  
Online Shopping Behavior

This study examines the factors influencing online shopping behavior of urban consumers in the State of Andhra Pradesh, India and provides a better understanding of the potential of electronic marketing for both researchers and online retailers. Data from a sample of 1500 Internet users (distributed evenly among six selected major cities) was collected by a structured questionnaire covering demographic profile and the factors influencing online shopping. Factor analysis and multiple regression analysis are used to establish relationship between the factors influencing online shopping and online shopping behavior. The study identified that perceived risk and price positively influenced online shopping behavior. Results also indicated that positive attitude, product risk and financial risk affect negatively the online shopping behavior.

scholarly journals The Underestimated Value of Internal Marketing: Impact on Employee Satisfaction and Customer Satisfaction through Organisational Restructure

2021 ◽  
Author(s):  
◽  
Monica Nicole Micek
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Employee Satisfaction ◽  
Internal Marketing ◽  
Technological Advances ◽  
Before And After ◽  
Working Together ◽  
Internal Procedures ◽  
The Relationship

<p>Internal Marketing, a long-debated concept amongst academics and practitioners, is suggested to be a competitive advantage to organisations that utilise its practices. Often dismissed as merely selling the marketing of a product or service to employees within an organisation, Internal Marketing encompasses a combination of the key elements of communication, training, and feedback in order to create motivated, customer-orientated employees. Through employees and managers working together towards a well communicated organisational cause of Internal Marketing, internal procedures can evolve to better service and satisfy customers.  Organisational restructures are an ongoing concern as technological advances, value-adding business process, and globalisation change the way that businesses run and operate. In order to save on costs of operations, employment, and office rental space, downsizing an organisation may initially present itself as a cost-saving practice. Often unconsidered are the front-line customer-facing employees and customers of an organisation. Employees may feel distraught and concerned about losing their job, or having to find a new job, which may affect customer service, and subsequently customers may face the brunt of the domino effect, either intentionally or unintentionally, due to employees’ emotional disconnection from the organisation.  This research is an exploratory study into Internal Marketing, specifically around an organisational restructure, to better understand its impact on employees and customers through different stages of a restructure. Through the use of online surveys, participants were asked to recall an organisational restructure they were involved in within the last five years. They were asked to report their perceptions of Internal Marketing, their own satisfaction with their job at the time, and their perceptions of Customer Satisfaction throughout different stages of the organisational restructure.  The analysis found that Internal Marketing does have a significant positive relationship with Employee Satisfaction both during and after an organisational restructure. Although no significant relationship was found between Employee Satisfaction and Customer Satisfaction at any stage of the restructure, there is a trend within the data suggesting that the relationship may be stronger before and after an organisational restructure.  Benefits and contribution of this research for academics include development of a conceptual model, as well as the benefits and effects of Internal Marketing, and extending the existing literature. For practitioners, benefits include insights into better understanding of the role of Internal Marketing. Specifically, the differences in perception of the practice between employees and managers, and why it is important to understand and address Employee Satisfaction and Customer Satisfaction during an organisational restructure.</p>

scholarly journals Gender as a Moderator and its Moderating Effect on Relationship between Face Book Usage and the Academic Performance of Government University Undergraduates in Sri Lanka

2019 ◽  
pp. 15-20
Author(s):  
P.D.V. Charika Wickramaratne ◽  
Dr. Syed Helmy Seyd Abu Bakar ◽  
Prof. Jeong Chung Phuoc
Keyword(s):  
Academic Performance ◽  
Sri Lanka ◽  
Group Analysis ◽  
Moderating Effect ◽  
Media Usage ◽  
Male Undergraduate ◽  
The Government ◽  
The University ◽  
University Undergraduates ◽  
The Relationship

From this Article, it is considered that the moderating effect of gender, for Facebook usage, and the academic performance of government university undergraduates in Sri Lanka. From 984 government university undergraduates were the respondents of this study, and the respondents were from the University of Peradeniya, University of Kelaniya, University of Colombo, and University of Sri Jayewardenepura. Gender is a moderate variable for the study. And there are 534 male undergraduate respondents, and 450 female respondents responded to the questionnaire. Using a multi - group analysis method identified the moderating effect on both male and female groups. According to the analysis results, proved that gender moderates the relationship between social media usage (Facebook) and the academic performance of the government university undergraduates in Sri Lanka.

scholarly journals CUSTOMER SATISFACTION IN ONLINE SHOPPING: A CASE STUDY OF BANGKOK URBAN AREA

2018 ◽  
pp. 13-23
Author(s):  
Irina Onyusheva ◽  
Jatuporn Thongaim
Keyword(s):  
Customer Satisfaction ◽  
Urban Area ◽  
Consumer Satisfaction ◽  
Online Shopping ◽  
The Internet ◽  
Sales Channel ◽  
Demand Growth ◽  
Online Retailers ◽  
Customer Survey

This study aims to measure customer satisfaction in online shopping. Along with the increasing usage of the Internet, e-commerce has emerged as a relatively new sales channel in Thailand. Consumer satisfaction and reputation are most important parts of online shopping, both contributing greatly to future demand growth. Trust in online shopping is the major difficulty due to inability to touch the product before purchasing. This factor can also effect customer satisfaction and customer behaviour in relation to various products and services. The purpose of this research is achieved by means of using the online customer survey in Bangkok urban area, Thailand. Some recommendations are addressed to online retailers, namely, it is offered to take more responsibility for the online shopping process so that to make it more admired and trustworthy.

Factors Influencing Online Shopping Behavior of Urban Consumers in India

2019 ◽  
pp. 1171-1185
Author(s):  
Rajyalakshmi Nittala
Keyword(s):  
Perceived Risk ◽  
Financial Risk ◽  
Online Shopping ◽  
Shopping Behavior ◽  
Factors Influencing ◽  
Internet Users ◽  
Online Retailers ◽  
Product Risk ◽  
Electronic Marketing ◽  
Online Shopping Behavior

This study examines the factors influencing online shopping behavior of urban consumers in the State of Andhra Pradesh, India and provides a better understanding of the potential of electronic marketing for both researchers and online retailers. Data from a sample of 1500 Internet users (distributed evenly among six selected major cities) was collected by a structured questionnaire covering demographic profile and the factors influencing online shopping. Factor analysis and multiple regression analysis are used to establish relationship between the factors influencing online shopping and online shopping behavior. The study identified that perceived risk and price positively influenced online shopping behavior. Results also indicated that positive attitude, product risk and financial risk affect negatively the online shopping behavior.

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