{"title":"网上购物便利维度及其与顾客满意度的关系探讨","authors":"Sergio Palacios, Minjoon Jun","doi":"10.1504/ijemr.2020.10028102","DOIUrl":null,"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":0.0000,"publicationDate":"2020-03-31","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"3","resultStr":"{\"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\":null,\"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\":0.0000,\"publicationDate\":\"2020-03-31\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"3\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"International Journal of Electronic Marketing and Retailing\",\"FirstCategoryId\":\"1085\",\"ListUrlMain\":\"https://doi.org/10.1504/ijemr.2020.10028102\",\"RegionNum\":0,\"RegionCategory\":null,\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"Q3\",\"JCRName\":\"Business, Management and Accounting\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"International Journal of Electronic Marketing and Retailing","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.1504/ijemr.2020.10028102","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q3","JCRName":"Business, Management and Accounting","Score":null,"Total":0}
An exploration of online shopping convenience dimensions and their associations with customer satisfaction
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.
期刊介绍：
The IJEMR is a scholarly and refereed journal that provides an authoritative source of information for scholars, academicians, and professionals in the fields of electronic marketing and retailing. The journal promotes the advancement, understanding, and practice of electronic marketing and retailing. Manuscripts offering theoretical, conceptual, and practical contributions are encouraged.
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