Why Hong Kong Internet Users Do Not Shop Online C An Empirical Study

Past research papers on consumer behaviour of Internet non-shoppers in Hong Kong have been lacking. This empirical study by on-line questionnaire and focus group interview is an attempt to explore further into the key aspects in this subject area. The focus of this study is on understanding what are the barriers against Internet shopping in Hong Kong, and what can be done to facilitate local Internet shopping. Research overseas suggests that major barriers against Internet shopping are “payment security”, “privacy and trust”, “shipping cost” and “logistics”. (Deloitte, 1999 : Froomkin, 1996 ; Luckett, 1996 ; Slatalla, 2000 ; Ernst & Young, 2000 ; Oxley & Yeung, 1999). This study came to similar conclusions in Hong Kong. Inducements for non-shoppers to purchase on-line include “increasing web traffic”, “trust building”, “online cooperative program” and “bricks and clicks”. (Hoey, 1998; Picken, 1999 ; Zellner, 2000 ; Pine, Peppers & Rogers, 1993 ; Mara, 2000 ; Gulati & Garino, 2000). This study in Hong Kong indicates that more effort needs to be made to improve trust”, “delivery logistics” and “online payment method”. The marketing implications of these findings are identified and discussed

Online support for commerce processes: the Dutch food retailing sector

Advances in information technology have changed not only traditional goods and services, but also business-to-consumer relationships in terms of interactivity. For example, by facilitating access to company data, offering additional services, and/or providing self-service options through the World Wide Web, consumer requests can be recorded, handled faster, and dealt with more individually in a cost-effective manner. This article examines the extent to which companies in the Dutch food retailing sector are using the World Wide Web and its associated technologies to conduct their business. Employing the electronic commerce architecture suggested by Basu and Muylle (1999, 2002), Muylle and Basu (2003), we analyse the commercial Web sites of Dutch food retail companies (numbering 34 in all) to determine which commerce processes are being supported online in this sector. The results of the research provide insights to academics on the adoption of electronic commerce in a particular industry sector and to food retail managers on their competitors' usage of the World Wide Web. Our findings show that, generally, support for electronic commerce processes and sub-processes is merely 16 per cent of the considered sample. Most retailers use the Internet only as a medium of communications, although others have set up commercial Web sites that provide higher customer support. Several sub-processes appear to be supported such as core logistics, online search of products, and price information display and determination. With the exception of search, there is practically no online customisation possible in the processes. A high correlation was observed between search, valuation, and authentication on the one hand and support for online payment on the other hand. Lastly, there is no significant difference between regional/national retailers or firm size, especially for the search and valuation processes, which share close to identical extent of support

An empirical investigation of the impacts of website quality on consumer loyalty: a case of baby boomers

Online shopping has become increasingly popular with sales of $263 billion in 2013 an increase of 36$30,001 - $60,000 (32%). A principal component factor analysis with varimax rotation was performed on website quality items (e.g., system quality). As a result, two factors were chosen for system quality (i.e., web appearance and interactivity); two factors were selected for information quality (i.e., security and informativeness); and two factors were chosen for service quality (i.e., fulfillment and responsiveness). Confirmatory factor analysis via LISREL 8.8 using maximum likelihood estimation was subsequently performed to confirm the factor structure of website quality. To test all hypothesized relationships, we followed a two-step structural equation modeling approach. Results revealed that system quality dimensions (web appearance and interactivity) did not positively impact overall perceived website quality. The information quality dimension of informativeness did positively impact overall perceived website quality but information quality dimension of security did not positively impact overall perceived website quality. Service quality dimension of fulfillment did not positively impact overall perceived website quality but service quality dimension of responsiveness did positively impact overall perceived website quality. In addition, results also showed that overall perceived website quality positively impacts trust, which in turn, influences loyalty in terms of WOM, repatronage intentions, and share of wallet. Furthermore, overall perceived website quality was found to positively influence satisfaction, but satisfaction was not found to positively influence trust. However, we only found that satisfaction positively influenced WOM and share of wallet but not repatronage intentions. Theoretical and managerial implications are provided. Limitations and future research directions are addressed