70,309 research outputs found
Infrastructural Drivers of Online Shopping: An International Perspective
While online shopping expenditures have been increasing in both developed and developing economies, they still account for a small share of total retail sales. Significant differences also exist across countries in the amount of money consumers spend on a per capita basis on online purchases. The authors utilize the conceptual foundations of infrastructural framework to examine the effects of infrastructural drivers on online shopping expenditures in 43 countries. Findings show that per capita telecommunications investments and per capita gross national income are significantly associated with per capita online shopping expenditures. Privacy protection, Internet penetration, and credit card penetration were not significant
Consumers Trust in Online Shopping: The Case of Singapore
The emergences of the Internet and World Wide Web have changed the way businesses ply their trades. Many organizations now have established an online presence, particularly businesses that provide products or services directly to consumers, the so-called business-to-consumer (B2C) e-business. Trust is an important component for the continued viability and success of online businesses, as unlike traditional businesses, consumers do not have physical contact with the products to evaluate their suitability and quality. In this paper, we adopt the trust model constructed by Lee and Turban [7] to study how the drivers of trust in B2C e-commerce would affect the level of trust consumers have in online shopping in Singapore. We will also investigate if there are any moderating effects due to consumerâ trust propensity on the relationship between each trust driver and consumer trust in online shopping. Our results show that most of the trust drivers identified by Lee and Turban have a positive effect on the level of trust on online shopping and trust propensity also has a moderating effect on the relationship between the trust drivers and consumersâ trust in online shopping
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Understanding the key drivers of and technology related issues associated with going multi-channel
A multi-channel retail strategy is viewed by many academics and practitioners to be the success model for most retailers. Yet, while there are many drivers of, and advantages related to, using multiple channels to sell products and services to customers likewise there are numerous technology-related issues. Despite this, the multi-channel retailing literature provides little empirical insight into these technology-related constraints. Moreover, there is a lack of multi-channel retailing research which explores the impetuses behind retailers adding new channels to go multi-channel, especially in the context of the UK retail sector. To contribute to gaps in the literature this study utilises a case study research strategy to examine the key motivations behind, and technology-related issues associated with, multi-channel retail strategic implementation, in the setting of the UK retail sector. Three UK based retailers (Boots, Screwfix and Bettys) are used which have different approaches to, and are at different stages of, adopting a multi-channel retail strategy. In addition, they have different backgrounds such as size, product range, sector and type. Consequently, the use of these three different retailers enables exploration of the drivers behind, and technological problems associated with, implementing a multi-channel retail strategy in the context of store and Internet/catalogue retailers. Case analysis reveals novel themes which are not identified, or not clearly recognised, in the literature. These include that key drivers behind retailers going multi-channel are to increase sales, and, meet the needs of the multi-channel shopper. Indeed, customers want to shop via multiple channels and therefore, these retailers have no choice but to go multi-channel if they are to meet customer needs. However, while at a strategic level these motivations were similar across the case study retailers, they also differed. For example, Screwfix added a store channel to enable customers to purchase products and receive them instantly. In contrast, Boots added an Internet channel to drive footfall in-store and increase store sales. Boots were also adding an Internet channel since it provided them with a marketing channel, which, going forward, was likely to replace other communications channels. The findings from this study also reveal that retailers encounter major technology-related issues when adding new, and using multiple, channels. These problems stem from the need to re-design existing logistics and IT infrastructure to offer a seamless, integrated offer to the customer. For instance, to leverage the brand and marketing mix consistently across all channels, and, to implement âclick and collectâ (i.e. where customers purchase a product in one channel and collect it in another). Also, due to the need to use innovative marketing techniques, in particular, social media. Importantly, this study highlights that these technology-related multi-channel retailing constraints often have a âsofterâ side. Technology-related problems are frequently intertwined with cultural, engagement and financial/staff resource related issues. This suggests a need for retailers to find entwined solutions to both technology and non- technology related issues to effectively implement a multi-channel retail strategy
An examination of consumer e-loyalty to online travel intermediaries
Online travel intermediaries such as Expedia, Travelocity and Orbitz have controlled the lion\u27s share of the transactions over the Internet in terms of travel search and purchase by offering low prices, increased consumer choice, and enhanced shopping efficiency. Travel suppliers have been fighting harder than ever to keep up with the online travel intermediaries in terms of technology infrastructure and added-value content to re-capture the customers whose loyalty they spent so much time and money cultivating in the first place; The purpose of this research was to identify the antecedents of customer e-loyalty and examine the effects of these loyalty drivers on consumers\u27 loyalty to online travel intermediaries. An integrated structural model was introduced that showed the relationships between e-loyalty, perceived e-quality, perceived e-value, and consumer attitudes toward shopping online. Data collection was conducted via a self-reported online survey sent as an email attachment to a randomized sample of customers of an independent online travel intermediary. Respondents were asked discuss their attitudes and behaviors in regards to shopping online for travel. As hypothesized, perceived value, perceived quality, and consumer attitudes toward shopping online had significant and positive effects on e-loyalty. An examination of the effects on e-loyalty among the three components revealed that perceived e-quality had the strongest effect on consumer\u27s attitudinal and behavioral e-loyalty; This study was the first effort to comprehensively examine and test the determinants of loyalty in an online travel context. This research expanded the body of knowledge in services marketing and hospitality information technology as well as provided a new model of service e-loyalty. This study also extended the use of the e-SERVQUAL instrument to the travel market and developed a multidimensional instrument to measure service quality, value, and attitude towards shopping online; Findings from the study provided insights for online travel intermediaries in identifying important e-loyalty drivers, understanding consumer needs, and improving their online performance. Customer e-loyalty is a good indicator of company profit and therefore understanding the drivers and dimensions is important to online travel intermediaries. Strategies may be developed to improve customer e-loyalty by addressing the gaps among the quality, value, and consumer attitudes toward shopping online attributes. Managers can use the framework and model to improve e-service performance, retain customers, and improve profitability
Attitudinal Explanation On Virtual Shopping Intention
Virtual stores provide great efficiency in the retail value chain, and their existence has tremendously paved the way for electronic commerce. Understanding the intention of consumers to shop online in attitudinal perspective will provide important contribution to the area of e-commerce. This research proposes Task Technology Fit, Perceived Ease of Use, and Perceived Usefulness as the factors that drive consumersâ intention. The results from our survey study of 310 online consumers in Indonesia indicate that user TTF is the determinant for PEoU and PU. Our hierarchical model also reports that PEoU is the mediating effect on the relationship between TTF and Intention. The resulting model explains a large portion of the factors that lead a userâs behavioural intention to use a virtual shop.
Keywords: Perceived Usefulness, Perceived Ease of Use, Task Technology Fit, Virtual Shoppin
Managerial Gaps in e-Banking Quality Drivers: An Empirical Assessment
Providing quality service to the customer is a main issue for e-banking. The extant literature on e-services has preferentially examined quality factors as perceived by customers. On the other hand, quality depends on the managerial perceptions about quality drivers and the decisions that would follow from these perceptions. According to SERVQUAL - the most known service quality model - any gaps between managementâs and customersâ perceptions would affect the experienced quality and then the customer satisfaction. The aim of this paper is to explore how bank managers perceive quality drivers for e-banking through a preliminary empirical survey
Identifying Key Factors influencing Internet Shopping Behavior for E-Satisfaction
With Internet shopping gaining more attention and momentum, a better understanding of the online consumer is now in the forefront of most retail strategies. The growth of online retailing or Internet shopping has provided the apparel industry with additional avenues to reach the consumer. Previous research has shown that consumersâ intent to purchase online is highly driven by their satisfaction. Studies have touted the growth of on-line shopping and the growing purchases of those with Internet access (Lin & Sun, 2009). In fact, apparel products have been consistently ranked as one of the most frequently purchased items through the Internet (Seckler, 2001). One of the drivers for the growth of Internet shopping is satisfaction [with online shopping]. There is a plethora of studies that provide empirical support to the relationship between satisfaction and purchase intention (Lin & Sun, 2009; George, 2002; Fenech & OâCass, 2001). Meanwhile, studies on satisfaction specific to niche markets have been sporadic. One major theoretical model often utilized as the platform for online retail satisfaction studies is the Theory of Planned Behavior (TPB) (Ajzen, 1991). This model focuses on a personâs intention to perform a specific behavior based on his/her attitude [toward that specific behavior along] with the subjective norms and/or held by that personâs associates (Ajzen 1991). Among other authors, Yoh et al. (2003) and George (2002) have applied Ajzenâs theory to online shopping. But, what variables influence e-satisfaction? After two extensive pre-test surveys, a very large sample of students and community members were used to solicit and understanding of many variables on E-satisfaction. The regression analysis results indicate Experience and Shopping Innovation had the strongest effect on E-satisfaction while all other variables Interest, Perceived Usefulness, Attitude, Tactile Importance, and Convenience are significant. Results indicate that if consumers have positive predispositions and interests toward online shopping, then they are more likely to be satisfied with the shopping outcome. The analysis indicated that 60.1 percent of the variance in E-satisfaction was explained by the modelâs independent variables, with a significant F-value of 176.63 (p\u3c.001). The regression analysis results indicate that all variables were significant. Experience and Shopping Innovation had the strongest effect on E-satisfaction having beta weights of .647 and .275 respectively, with both being significant at p\u3c.01. Interest, Perceived Usefulness, and Attitude were also significant with beta weights of .292, .196, and .185, respectively, with both being significant at p\u3c.01 also. Tactile Importance and Convenience are significant at p\u3c.05 with beta weights of -.073, and -.106. As expected most variables had the modelâs hypothesized direction of the effect. However, contrary to what was expected, the direction and strength of Convenience was not captured in the data. Although recent research has been directed to Web retailing; there has been little research to examine issues related to consumer characteristics on niche product category with consumers knowledgeable in the category such as this. Internet shopping is an alternative to the traditional in-store environment. If consumers have positive predispositions and interests toward online shopping, then they are more likely to be satisfied with the shopping outcome. From a strategic point of view, the challenge is for marketers to engage its target in order to enhance positive attitudes and maintain their interest with the product. From a customer relationship management perspective, this will help in developing long-term relationships with customers when satisfaction is prevalent. Surprisingly, a negative effect of convenience on satisfaction was found. One plausible explanation for this finding may be related to the context of the niche product utilized in this study. That is, when dealing with a specialty product like hospital gowns, convenience may not be as important as it is to get the right customized product. The study has illustrated the benefit of incorporating constructs from the MIS field to examine retailing opportunities. Specifically, that Experience and Shopping Innovation are strong predictors of web retailing in an Internet mediated environment. As new retailing opportunities, such as wireless shipping, are offered to shoppers, of current technology, (i.e. smartphones), marketers may use this model and key antecedents to predict E-satisfaction which is an important determinant of purchase behavior
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