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Shodhganga : a reservoir of Indian theses @ INFLIBNET
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- Mohan Lal Sukhadia University
- Department of Business Administration
| Title: | A STUDY OF CUSTOMER SATISFACTION IN ONLINE SHOPPING |
| Researcher: | Darbar Rekha |
| Guide(s): | |
| Keywords: | E-commerce, Online Shopping, Customer Satisfaction, Perceived Services, Expected Services. |
| University: | Mohan Lal Sukhadia University |
| Completed Date: | 22/04/2017 |
| Abstract: | Abstract Available newline |
| Pagination: | 242 |
| URI: | |
| Appears in Departments: | |
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A Study on Online Shopping Experience and Customer Satisfaction
The purpose of this study is to explore the influences of online shopping perceived benefits namely Convenience, Pricing and Wider Selection towards Online Customer Satisfaction and Word of Mouth. The data has been collected on convenience from 385 respondents who experienced at least one online shopping in the last year. Four hypotheses has been tested empirically with the help of Partial Least Square Structural Equation Modeling (PLS-SEM) and the results are significant. The results of the study state that convenience during the online shopping, wider alternatives for selection and low price significantly influence online customer satisfaction in Indian context.
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Purpose – The purpose of this paper is to identify the key convenience dimensions of online shopping, as convenience has been one of the principal motivations underlying customer inclinations to adopt online shopping. Design/methodology/approach – The authors first employ in-depth focus group interviews with online consumers to identify the attributes of online shopping convenience and then develop and validate an instrument of five key dimensions to measure online shopping convenience by analyzing data collected via a Web-based questionnaire survey. Findings – The five dimensions of online shopping convenience are: access, search, evaluation, transaction, and possession/post-purchase convenience. Practical implications – Online retailers can employ the five-factor measurement instrument to assess the degree of customer perceived online shopping convenience. This instrument can assist managers in identifying and overcoming key obstacles to the delivery of a highly convenient online shopping service to customers, and also helps them enlarge their loyal customer base. Originality/value – This study focuses on uncovering the key dimensions of convenience and their associated sub-dimensions specific to the context of online shopping. Theoretically, the identified dimensions and their related sub-items comprise a validated scale for measuring Web-based service convenience and can serve as building blocks for further studies in e-commerce customer relationship management.
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While researches on online shopping behaviour have been steadily increasing, they seem to be a paucity of studies that investigate the importance of E-service quality; customer perceived value and customer satisfaction that result in customer loyalty in online shopping perspective. The present research is an attempt to fill this gap by examining the relative influence of three antecedents of customer loyalty — e-service quality, customer satisfaction, and customer perceived value on consumer online shopping behaviour, using a sample of consumers in Gauteng Province of South Africa. The central argument of this paper is that online shopping behavior can be understood from the strength of loyalty outcomes. Six hypotheses are posited and in order to empirically test these hypotheses, a sample data set of 150 was used. Three hypotheses were supported while three (H1,H2 and H5) was rejected. Drawing from the study findings, this study provide tentative empirical support that online shopp...
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In today’s digital world, the Internet is having vigorous and transformational effects on consumer’s behavior. Over the past ten years, consumers all over the world have increasingly used the Internet as an efficient medium in their shopping experience. Online retailers are trying to influence consumers shopping attitude and behavior by creating renewed shopping experiences in order to sustain their business under the catastrophic destructive competition among online and offline retailers. In the catastrophic destructive rivalry environment, it is vital for retailers to understand online consumers’ beliefs, attitudes, shopping intentions and behavior toward online shopping. Therefore, this study was designated to clarify consumers’ online shopping intentions within the online shopping environment. This study extends the technology acceptance model (TAM) and consumer perceived value theory. In the data gathering process, we used convenience sampling and face-to-face interviews techniques. The 400 valid questionnaires were gathered from the Internet shoppers who voluntarily participated with in our research in Osmaniye, Turkey. In order to test the research model, we used Partial Least Squares (PLS-PM) analysis method. The analysis results provide strong support for the research model. Particularly, perceived usefulness, hedonic value, and online shopping satisfaction dimensions have statistically positive effect on online shopping intentions. The findings suggest that perceived usefulness and positive online shopping attitude plays a significant role in increasing both perceived utilitarian and hedonic online shopping value. In addition, online shopping satisfaction and hedonic value have a significant effect on consumer online shopping intentions. Finally, analysis results give some useful insights into the consumers’ online shopping intentions. Keywords: online shopping, online shopping intentions, technology acceptance model, online shopping utilitarian and hedonic value
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The purpose of this study is to examine the influence of online experience on trust, purchase intentions, and word-of-mouth in Malaysian online retail context. Additionally, researchers examine gender differences in customers’ perception of online experience. Responses obtained from 134 online shopping users in Malaysia using an online questionnaire were analyzed with AMOS 20.0. The study results show that online experience influences purchase intentions both directly and indirectly through trust. Furthermore, significant gender differences were observed. The study findings provide insightful guidelines for online retailers in approaching emerging markets via online shopping strategies.
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Abstract: This study endeavours to understand customer satisfaction in online shopping while investigating the. major reasons that motivated customers' decision-making processes as well as ...
significant impact on online shopping. Finally, some recommendations have been offered for online retailers to take initiatives for making online shopping more admired and trustworthy. Keywords: Customer satisfaction, Customer motivation and inhibition, On-line shopping, On-line vendor, SPSS software. I. Introduction
To find out the satisfaction level of the customer for online purchase. To know the specific reasons for which customers purchase online shopping. To find out the consumers' satisfaction level for services provided by the online shopping. Makes company to more about current trend and requirements.
between online shopping attributes, customer satisfaction, and loyalty towards web stores. The study theorises and tests a conceptual model with information quality, privacy concerns, perceived security, product variety, and product delivery as antecedents of customer satisfaction and loyalty towards retail websites.
the fact that online shopping is a recent trend in the country. Most studies have investigated the determinants of satisfaction and loyalty in online shopping. Very few studies examined the factors that entice consumers to repurchase using online channels. Businesses discovered the importance of online shopping as a key success factor.
Page No.-692-696. Customer Satisfaction towards Online Shopping. Nahil Abdallah, Hassan Alyafai, Amin Ibrahim. 1 ,2,3School of Engineering and Technology, Aldar University College, Dubai, UAE ...
According to Brakus et al. (2009), brand experience is conceptualized as sensations, feelings, cognitions, and behavioral responses evoked by brand-related stimuli (such as brand-identifying colors, shapes, typefaces etc.) that are part of a brand's design and identity, packaging, communications, and environments.
The researchers performed a rigorous EXPLORING KEY FACTORS FOR CUSTOMER SATISFACTION IN ONLINE SHOPPING: A SYSTEMATIC LITERATURE REVIEW 164 analysis of those fifty-one factors under different ...
product-receiving stage in apparel online shopping. This study is beneficial to consumer behavior researchers and apparel e-tailers by identifying the roles of brand image and product performance in apparel online shopping. Based on the results, marketing strategies in apparel online shopping were provided.
related factors during the online purchasing process, for improving customer satisfaction. 1.4 Scope of the study The objectives of this study are as below: 1.4.1 To examine the level of customer satisfaction of online purchasing service with e-commerce 1.4.2 To analyze the majors of these indications in customer satisfaction with e-
satisfaction in the online environment is an assessment of the consumer experience of a given webshop, taking previous online shopping experiences into consideration (Anderson - Srinivasan, 2003). 2.2. Online reviews, word-of-mouth behavioural dimensions Word-of-mouth (WOM) advertising has always played an important role in sharing the
A THESIS SUBMITTED IN PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR THE AWARD OF MASTERS DEGREE IN BUSINESS MANAGEMENT, SCHOOL OF BUSINESS AND ECONOMICS ... effect of security in online shopping on customer satisfaction, to establish effect of mode of payment on customer satisfaction, to determine effect of delivery of goods on
Chapter 5 - Conclusion. The thesis was aimed to study the level of customer satisfaction and loyalty of online shoppers in Norway. The study was done with an overview of current and past research works done on related topics and with the help of qualitative and quantitative data collection.
This study endeavours to understand customer satisfaction in online shopping while investigating the major reasons that motivated customers' decision-making processes as well as inhibitions of online shopping. The Kotler and Killers (2009) Five
The Shodhganga@INFLIBNET Centre provides a platform for research students to deposit their Ph.D. theses and make it available to the entire scholarly community in open access. E-commerce, Online Shopping, Customer Satisfaction, Perceived Services, Expected Services. Items in Shodhganga are licensed under Creative Commons Licence Attribution ...
Puneeth H R. The purpose of this study is to explore the influences of online shopping perceived benefits namely Convenience, Pricing and Wider Selection towards Online Customer Satisfaction and Word of Mouth. The data has been collected on convenience from 385 respondents who experienced at least one online shopping in the last year.
The author found that the main factors that affect online shopping are convenience and attractive pricing/discount. Advertising and recommendations were among the least effective. In the study by Lian and Yen (2014), authors tested the two dimensions (drivers and barriers) that might affect intention to purchase online.
3. Information quality and customer satisfaction. Information quality refers to "a consumer's perception of the accuracy, relevance, timeliness, completeness, consistency and the format of information presented on the website about products and transactions" (DeLone & McLean, Citation 2003, p. 15).Product information pertains to detailed information about product features, consumer ...
Findings: According to the survey findings of this study, Convenience, Web site functionality, Customer service ha ve significant influence on customer satisfaction on online s hopping. The ...
ds with a mean of 3.97 each.6. ConclusionThe consumer's perception on online shopping varies from individual to individual and the perception is limited to a certain extent with the availability of the proper connectivi. y and the exposure to the online shopping. The perception of the consumer also has similarities and differen.
Online shopping is evaluated as a type of electronic commerce (e-commerce) which utilizes an online shop, commonly known as web-shop, e-shop and e-store (Shelly et al., 2008). Consumers' attitude on online shopping plays a crucial role in the increase of satisfying a given customers (Roman, 2010).
Online shopping or marketing is the use of technology (i.e., computer) for better. marketing performance. And retailers are devising strategies to meet the demand of. online shoppers; they are ...
This document is a research project report on customer satisfaction towards online shopping. It was submitted by Shivani Gaur to Dr. A.P.J Abdul Kalam Technical University, Lucknow as part fulfillment of an MBA degree. The report contains an introduction outlining the growth of online shopping and issues like customer behavior and factors influencing online purchases. It also defines the ...