Pub Date : 2020-03-31DOI: 10.1504/ijemr.2020.10028102
Sergio Palacios, Minjoon Jun
The purpose of this paper is to extend our understanding of shopping convenience and customer satisfaction in the context of online shopping. Employing the critical incident technique, the authors content-analyse 1,134 customer-generated reviews regarding 31 US online retailers' service performance. This study uncovers 51 original categories and further refines them into nine dimensions of online shopping convenience: access, search, evaluation/selection, configuration/customisation, transaction, delivery, possession/in-use, service recovery, and post-purchase communication convenience. Our findings indicate that, of the nine service convenience dimensions, four dimensions, such as delivery, service recovery, transaction, and possession/in-use convenience, tend to be the main sources of customer satisfaction/dissatisfaction.
{"title":"An exploration of online shopping convenience dimensions and their associations with customer satisfaction","authors":"Sergio Palacios, Minjoon Jun","doi":"10.1504/ijemr.2020.10028102","DOIUrl":"https://doi.org/10.1504/ijemr.2020.10028102","url":null,"abstract":"The purpose of this paper is to extend our understanding of shopping convenience and customer satisfaction in the context of online shopping. Employing the critical incident technique, the authors content-analyse 1,134 customer-generated reviews regarding 31 US online retailers' service performance. This study uncovers 51 original categories and further refines them into nine dimensions of online shopping convenience: access, search, evaluation/selection, configuration/customisation, transaction, delivery, possession/in-use, service recovery, and post-purchase communication convenience. Our findings indicate that, of the nine service convenience dimensions, four dimensions, such as delivery, service recovery, transaction, and possession/in-use convenience, tend to be the main sources of customer satisfaction/dissatisfaction.","PeriodicalId":35056,"journal":{"name":"International Journal of Electronic Marketing and Retailing","volume":" ","pages":""},"PeriodicalIF":0.0,"publicationDate":"2020-03-31","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44589794","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2019-12-19DOI: 10.1504/IJEMR.2019.10013678
Davide Di Fatta, Navneet Gera, Nishith Kumar Mishra
Considering the growing relevance of Indian retail sector, this research aims to study the consumer buying behaviour towards national brands (NB). More in detail, this research shall explore the determinants of buying intention, acceptability and frequency of purchase developing a model for consumer buying behaviour toward NB. A structured questionnaire was provided to the respondents across Delhi (National Capital Region). At the first stage, exploratory factor analysis (EFA) has been used to test dimensionality of the data with the aim to produce a set of items reflecting the meaning of the relative construct. Then, structural equation modelling (SEM) has been implemented using AMOS in order to test the validity of the overall model and the relationships among the selected variables. Results revealed that consumer buying intention, acceptability and frequency of purchase brands are influenced by promotion, brand awareness and image. It is also interesting to note that loyalty is directly influenced by value for money. This relation provides useful implications: customer loyalty could be developed by managing reasonable price and quality for NB.
{"title":"Buying Intention, Acceptability and Frequency of Purchase: Analyzing their Determinants using SEM","authors":"Davide Di Fatta, Navneet Gera, Nishith Kumar Mishra","doi":"10.1504/IJEMR.2019.10013678","DOIUrl":"https://doi.org/10.1504/IJEMR.2019.10013678","url":null,"abstract":"Considering the growing relevance of Indian retail sector, this research aims to study the consumer buying behaviour towards national brands (NB). More in detail, this research shall explore the determinants of buying intention, acceptability and frequency of purchase developing a model for consumer buying behaviour toward NB. A structured questionnaire was provided to the respondents across Delhi (National Capital Region). At the first stage, exploratory factor analysis (EFA) has been used to test dimensionality of the data with the aim to produce a set of items reflecting the meaning of the relative construct. Then, structural equation modelling (SEM) has been implemented using AMOS in order to test the validity of the overall model and the relationships among the selected variables. Results revealed that consumer buying intention, acceptability and frequency of purchase brands are influenced by promotion, brand awareness and image. It is also interesting to note that loyalty is directly influenced by value for money. This relation provides useful implications: customer loyalty could be developed by managing reasonable price and quality for NB.","PeriodicalId":35056,"journal":{"name":"International Journal of Electronic Marketing and Retailing","volume":" ","pages":""},"PeriodicalIF":0.0,"publicationDate":"2019-12-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46444484","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2019-12-19DOI: 10.1504/ijemr.2019.104212
Utkarsh, N. Gupta
This study analysed the message strategies used in promotional e-mails and explored differences between the e-mail messages of different goods and service marketers. A content analysis of 698 promotional e-mails offers insights on enhancing the effectiveness of e-mail marketing. The findings revealed a higher incidence of informational subject lines, 'text-only' e-mail bodies, and emotional appeals in e-mail messages for services than for goods. This study is the first attempt to analyse the advertising content of promotional e-mails in India and subsequently offer marketing insights. The results can aid practitioners to design and customise an e-mail message strategy.
{"title":"Message strategy of promotional e-mails in India: a content analysis","authors":"Utkarsh, N. Gupta","doi":"10.1504/ijemr.2019.104212","DOIUrl":"https://doi.org/10.1504/ijemr.2019.104212","url":null,"abstract":"This study analysed the message strategies used in promotional e-mails and explored differences between the e-mail messages of different goods and service marketers. A content analysis of 698 promotional e-mails offers insights on enhancing the effectiveness of e-mail marketing. The findings revealed a higher incidence of informational subject lines, 'text-only' e-mail bodies, and emotional appeals in e-mail messages for services than for goods. This study is the first attempt to analyse the advertising content of promotional e-mails in India and subsequently offer marketing insights. The results can aid practitioners to design and customise an e-mail message strategy.","PeriodicalId":35056,"journal":{"name":"International Journal of Electronic Marketing and Retailing","volume":" ","pages":""},"PeriodicalIF":0.0,"publicationDate":"2019-12-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1504/ijemr.2019.104212","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45717205","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2019-12-19DOI: 10.1504/ijemr.2019.10025918
M. Najib, Adila Sosianika
The purpose of this paper is to empirically investigate the influence of retail service quality towards satisfaction and trust in the context of the Indonesian traditional market. The proposed model also aims to examine the relationship between retail service quality, satisfaction, trust, and loyalty. A study has been conducted on 400 shoppers in 16 traditional markets around Bandung, Indonesia. Structural equation modelling procedure was used to test the proposed research model. The results of this research indicate that retail service quality positively influences satisfaction and trust. However, it negatively affects loyalty. Furthermore, satisfaction and trust both positively influence loyalty. Similarly, satisfaction also positively influences trust. Satisfaction and trust mediate the relationship between retail service quality and loyalty.
{"title":"Retail service quality, satisfaction, and trust: the key to shopper loyalty in the context of the Indonesian traditional market","authors":"M. Najib, Adila Sosianika","doi":"10.1504/ijemr.2019.10025918","DOIUrl":"https://doi.org/10.1504/ijemr.2019.10025918","url":null,"abstract":"The purpose of this paper is to empirically investigate the influence of retail service quality towards satisfaction and trust in the context of the Indonesian traditional market. The proposed model also aims to examine the relationship between retail service quality, satisfaction, trust, and loyalty. A study has been conducted on 400 shoppers in 16 traditional markets around Bandung, Indonesia. Structural equation modelling procedure was used to test the proposed research model. The results of this research indicate that retail service quality positively influences satisfaction and trust. However, it negatively affects loyalty. Furthermore, satisfaction and trust both positively influence loyalty. Similarly, satisfaction also positively influences trust. Satisfaction and trust mediate the relationship between retail service quality and loyalty.","PeriodicalId":35056,"journal":{"name":"International Journal of Electronic Marketing and Retailing","volume":" ","pages":""},"PeriodicalIF":0.0,"publicationDate":"2019-12-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"49435947","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2019-12-19DOI: 10.1504/IJEMR.2019.10018802
Aakash Kamble, Shubhangi Walvekar
Customers switching from competitive brand to another company's brand is usually due to the efforts of the company. Similarly inducing the customers to repurchase the company's brands time and again is very important in their marketing activities. With regards to these, studies of customer variety-seeking orientation and their level of involvement in decision making play a vital role in explaining customers' product selection activities? The purpose of the study to examine and analyse the interlinking relationships among customer satisfaction, loyalty and switching intent in online retailing and purchases made using multi-channels. The research also verifies the moderating effect of customer variety-seeking orientation across channels and purchase decision involvement. A total 427 patrons participated in the study that had made purchases in the preceding three months from electronic as well as brick and mortar retailers in electronic and accessories category. The results showed a positive relationship between customer satisfaction and loyalty and also between customer loyalty and switching intent. The effect of moderating variables, variety seeking orientation and purchase decision was not significant.
{"title":"Customer Satisfaction, Loyalty and Switching Intent in Retail Service Settings","authors":"Aakash Kamble, Shubhangi Walvekar","doi":"10.1504/IJEMR.2019.10018802","DOIUrl":"https://doi.org/10.1504/IJEMR.2019.10018802","url":null,"abstract":"Customers switching from competitive brand to another company's brand is usually due to the efforts of the company. Similarly inducing the customers to repurchase the company's brands time and again is very important in their marketing activities. With regards to these, studies of customer variety-seeking orientation and their level of involvement in decision making play a vital role in explaining customers' product selection activities? The purpose of the study to examine and analyse the interlinking relationships among customer satisfaction, loyalty and switching intent in online retailing and purchases made using multi-channels. The research also verifies the moderating effect of customer variety-seeking orientation across channels and purchase decision involvement. A total 427 patrons participated in the study that had made purchases in the preceding three months from electronic as well as brick and mortar retailers in electronic and accessories category. The results showed a positive relationship between customer satisfaction and loyalty and also between customer loyalty and switching intent. The effect of moderating variables, variety seeking orientation and purchase decision was not significant.","PeriodicalId":35056,"journal":{"name":"International Journal of Electronic Marketing and Retailing","volume":" ","pages":""},"PeriodicalIF":0.0,"publicationDate":"2019-12-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42457838","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2019-12-19DOI: 10.1504/ijemr.2019.104213
A. Tarhini, A. Alalwan, R. Algharabat
This paper aims to investigate the silent factors that may influence or hinder the adoption of online shopping in Lebanon. A conceptual framework was proposed based on the integration of unified theory of acceptance and use of technology2 (UTAUT2) and DeLone-McLean model of IS success. Data were collected from 342 Lebanese online shopping users using a cross-sectional survey. The measurement and structural model were estimated and tested using structural equation modelling (AMOS 22.0). The results revealed that performance expectancy (PE), product guarantee (PG), service quality (SerQ), price value (PV), trust (TR), system quality (SymQ) and information quality (IQ); were found to be significant predictors in influencing users' behavioural intention (BI) to adopt online shopping, and explained 72.7% of its variance, with PE was found the strongest antecedent of BI. However, the relationship between effort expectancy (EE), social influence (SI), hedonic motivation (HM) and BI was insignificant. This is one of the few studies that integrate the unified theory of acceptance and use of technology2 (UTAUT2) and DeLone-McLean model of IS success to study the adoption of online shopping, and the first to be tested in Lebanon. In light of these findings, implications for both theory and practice are discussed.
{"title":"Factors influencing the adoption of online shopping in Lebanon: an empirical integration of unified theory of acceptance and use of technology2 and DeLone-McLean model of IS success","authors":"A. Tarhini, A. Alalwan, R. Algharabat","doi":"10.1504/ijemr.2019.104213","DOIUrl":"https://doi.org/10.1504/ijemr.2019.104213","url":null,"abstract":"This paper aims to investigate the silent factors that may influence or hinder the adoption of online shopping in Lebanon. A conceptual framework was proposed based on the integration of unified theory of acceptance and use of technology2 (UTAUT2) and DeLone-McLean model of IS success. Data were collected from 342 Lebanese online shopping users using a cross-sectional survey. The measurement and structural model were estimated and tested using structural equation modelling (AMOS 22.0). The results revealed that performance expectancy (PE), product guarantee (PG), service quality (SerQ), price value (PV), trust (TR), system quality (SymQ) and information quality (IQ); were found to be significant predictors in influencing users' behavioural intention (BI) to adopt online shopping, and explained 72.7% of its variance, with PE was found the strongest antecedent of BI. However, the relationship between effort expectancy (EE), social influence (SI), hedonic motivation (HM) and BI was insignificant. This is one of the few studies that integrate the unified theory of acceptance and use of technology2 (UTAUT2) and DeLone-McLean model of IS success to study the adoption of online shopping, and the first to be tested in Lebanon. In light of these findings, implications for both theory and practice are discussed.","PeriodicalId":35056,"journal":{"name":"International Journal of Electronic Marketing and Retailing","volume":" ","pages":""},"PeriodicalIF":0.0,"publicationDate":"2019-12-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1504/ijemr.2019.104213","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43079345","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2019-12-19DOI: 10.1504/ijemr.2019.10025905
Yujie Wei, Feisal Murshed
The increasing prevalence of social networking sites (SNS) and their interactive capability have been the subject to sustained interests for researchers and marketers alike. Yet, few insights exist regarding whether online consumer engagement is prone to social influences from other users. Drawing from literature on reference group influence (e.g., Bearden and Etzel, 1982) and social identity (Tajfel and Turner, 1986), this research investigates self-SNS connection – customers' overall experience with the SNS and provides insights into a user's susceptibility to reference group influence. Specifically, the focus is on three motivational influences: informational, value expressive and utilitarian. Employing data collected through a survey, authors find that informational influence and value expressive influence are positively associated with self-SNS connection, but contrary to conventional wisdom, utilitarian influence is not. Furthermore, males are more susceptible to value expressive influences than females, indicating that reference group influences exhibit some gender effect. The results offer insights into designing more effective dissemination of marketing communications through tapping into consumers' informal communication network.
{"title":"Reference group influence on user connections with social networking sites: a study of Facebook","authors":"Yujie Wei, Feisal Murshed","doi":"10.1504/ijemr.2019.10025905","DOIUrl":"https://doi.org/10.1504/ijemr.2019.10025905","url":null,"abstract":"The increasing prevalence of social networking sites (SNS) and their interactive capability have been the subject to sustained interests for researchers and marketers alike. Yet, few insights exist regarding whether online consumer engagement is prone to social influences from other users. Drawing from literature on reference group influence (e.g., Bearden and Etzel, 1982) and social identity (Tajfel and Turner, 1986), this research investigates self-SNS connection – customers' overall experience with the SNS and provides insights into a user's susceptibility to reference group influence. Specifically, the focus is on three motivational influences: informational, value expressive and utilitarian. Employing data collected through a survey, authors find that informational influence and value expressive influence are positively associated with self-SNS connection, but contrary to conventional wisdom, utilitarian influence is not. Furthermore, males are more susceptible to value expressive influences than females, indicating that reference group influences exhibit some gender effect. The results offer insights into designing more effective dissemination of marketing communications through tapping into consumers' informal communication network.","PeriodicalId":35056,"journal":{"name":"International Journal of Electronic Marketing and Retailing","volume":" ","pages":""},"PeriodicalIF":0.0,"publicationDate":"2019-12-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47378499","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2019-06-10DOI: 10.1504/IJEMR.2019.10021472
L. Pinochet, E. Lopes, Priscila Graziele Araujo, Ricardo L. P. Bueno
The objective of this research is to analyse how online recommendation engines promote the transmission and reception of opinions in the Smartphone market through the electronic word-of-mouth (eWOM) context. The model was adapted from Arenas-Gaitan et al. (2013) by adding two variables: reputation of online service and virtual shopping. This single cross-section survey research design consisted of a sample of 560 Smartphone users, whose data were analysed by structural equation modelling with estimation by means of partial least squares. The results indicate that the influence on consumer Smartphone purchase decision was not significant for the constructs 'virtual shopping' and 'social networking service' in relation to 'recommendation'. However, the 'reputation of online service' was the most influential construct on 'recommendation' in the context of eWOM. The results confirmed the significance of the structural paths, and demonstrated that the proposed model is consistent, given appropriate adjustment, and can be applied in future research.
{"title":"The influence of online recommendation mechanisms in the Smartphone market in the context of electronic word-of-mouth","authors":"L. Pinochet, E. Lopes, Priscila Graziele Araujo, Ricardo L. P. Bueno","doi":"10.1504/IJEMR.2019.10021472","DOIUrl":"https://doi.org/10.1504/IJEMR.2019.10021472","url":null,"abstract":"The objective of this research is to analyse how online recommendation engines promote the transmission and reception of opinions in the Smartphone market through the electronic word-of-mouth (eWOM) context. The model was adapted from Arenas-Gaitan et al. (2013) by adding two variables: reputation of online service and virtual shopping. This single cross-section survey research design consisted of a sample of 560 Smartphone users, whose data were analysed by structural equation modelling with estimation by means of partial least squares. The results indicate that the influence on consumer Smartphone purchase decision was not significant for the constructs 'virtual shopping' and 'social networking service' in relation to 'recommendation'. However, the 'reputation of online service' was the most influential construct on 'recommendation' in the context of eWOM. The results confirmed the significance of the structural paths, and demonstrated that the proposed model is consistent, given appropriate adjustment, and can be applied in future research.","PeriodicalId":35056,"journal":{"name":"International Journal of Electronic Marketing and Retailing","volume":" ","pages":""},"PeriodicalIF":0.0,"publicationDate":"2019-06-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"49309597","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2019-06-09DOI: 10.1504/IJEMR.2020.10021476
Pradeep Kautish, S. Rai
The rapid proliferation of fashion consciousness in India, and augmented internet usage facilitated online shopping trend, led to increase acceptance of fashion portals. The present research was focused on the online shopping determinants and adoption of fashion portals among Indian consumers. Plethora of researches indicates that now fashion consumers have online interface, quality services, varied and relevant information to assist them in shopping. The scale constructs relate to product assortment, shopping assistance, shopping efficiency, order fulfilment, order fulfilment reliability, perceived risk and trust. A primary research was conducted on Indian consumers frequently using the fashion portals for purchases. The study determines that the fashion customers are influenced by the service convenience paradigms of fashion portals. Conversely, the consumers stress less importance to perceived risk, and trust attributes of fashion portals. The quality of services convenience offered by fashion portals is improved along with relevant information display, the customers may get attracted to visit the portals, encourage revisiting and using them for online shopping. The present research is an initial attempt to assess the level of satisfaction with using the fashion portals.
{"title":"Fashion portals and Indian consumers: an exploratory study on online apparel retail marketing","authors":"Pradeep Kautish, S. Rai","doi":"10.1504/IJEMR.2020.10021476","DOIUrl":"https://doi.org/10.1504/IJEMR.2020.10021476","url":null,"abstract":"The rapid proliferation of fashion consciousness in India, and augmented internet usage facilitated online shopping trend, led to increase acceptance of fashion portals. The present research was focused on the online shopping determinants and adoption of fashion portals among Indian consumers. Plethora of researches indicates that now fashion consumers have online interface, quality services, varied and relevant information to assist them in shopping. The scale constructs relate to product assortment, shopping assistance, shopping efficiency, order fulfilment, order fulfilment reliability, perceived risk and trust. A primary research was conducted on Indian consumers frequently using the fashion portals for purchases. The study determines that the fashion customers are influenced by the service convenience paradigms of fashion portals. Conversely, the consumers stress less importance to perceived risk, and trust attributes of fashion portals. The quality of services convenience offered by fashion portals is improved along with relevant information display, the customers may get attracted to visit the portals, encourage revisiting and using them for online shopping. The present research is an initial attempt to assess the level of satisfaction with using the fashion portals.","PeriodicalId":35056,"journal":{"name":"International Journal of Electronic Marketing and Retailing","volume":"10 1","pages":"309"},"PeriodicalIF":0.0,"publicationDate":"2019-06-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"49362574","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2019-05-21DOI: 10.1504/IJEMR.2019.10021473
S. Nurlaela, U. Sumarwan, M. Najib
The purposes of this study are to identify the determinants of online journey and investigate its influence to online customer satisfaction and loyalty in the Indonesian online shop context. We develop the online journey model by Mangiaracina et al. (2009): site landing, product discovery, product presentation, cart management, and check-out. The delivery stages added to complete the journey. SEM analysis used to identify the positive influence of latent variables. The results showed that four stages of online journey had a significant positive effect on online customer satisfaction, i.e., product discovery, product presentation, cart management, and delivery. Moreover, online customer satisfactions influence the online customer loyalty significantly. It indicates that online journey important to consider in monitoring the online customer satisfaction and loyalty. The online shop companies can evaluate their service quality by online journey model. The magnitude of determinants influences can be indicator to set the customers experience improvement priorities.
{"title":"Determinants of online journey and its influence on online customer satisfaction associated with online customer loyalty","authors":"S. Nurlaela, U. Sumarwan, M. Najib","doi":"10.1504/IJEMR.2019.10021473","DOIUrl":"https://doi.org/10.1504/IJEMR.2019.10021473","url":null,"abstract":"The purposes of this study are to identify the determinants of online journey and investigate its influence to online customer satisfaction and loyalty in the Indonesian online shop context. We develop the online journey model by Mangiaracina et al. (2009): site landing, product discovery, product presentation, cart management, and check-out. The delivery stages added to complete the journey. SEM analysis used to identify the positive influence of latent variables. The results showed that four stages of online journey had a significant positive effect on online customer satisfaction, i.e., product discovery, product presentation, cart management, and delivery. Moreover, online customer satisfactions influence the online customer loyalty significantly. It indicates that online journey important to consider in monitoring the online customer satisfaction and loyalty. The online shop companies can evaluate their service quality by online journey model. The magnitude of determinants influences can be indicator to set the customers experience improvement priorities.","PeriodicalId":35056,"journal":{"name":"International Journal of Electronic Marketing and Retailing","volume":" ","pages":""},"PeriodicalIF":0.0,"publicationDate":"2019-05-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42603284","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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