Impact of Feedback and Usability of Online Payment Processes on Consumer Decision Making

Online retail sites vary in terms of payment processes that consumers encounter. Little is known about how different implementations of payment processes affect consumers. Through the lens of mental accounting research, we theorize and empirically find that implementation characteristics of usability, feedback, and rehearsal affect consumer recall of past expenses and future impulse purchase decisions. The results have implications in terms of the design of new payment systems, especially with regard to the interface that a consumer encounters in online shopping. The study, by highlighting the influence of online payment processes on consumer behavior, also raises the possibility of using payment systems as strategic differentiators in a competitive environment

Towards successful e-Payment systems: An empirical identification and analysis of critical factors

This research aims to explore the factors relating to e-payment system to be implemented where electronic processes enable the facilitation of online transactions. A secondary analysis revealed six factors which are argued to be ‘critical’ for customer adoption of these systems. The findings were further augmented by an online survey of 155 respondents where the perceived importance of the critical factors were correlated through: security, trust, perceived advantage, assurance seals, perceived risk and usability. The results demonstrate that three of the critical factors were necessary (security, advantage, web assurance seals) and three were relatively sufficient (perceived risk, trust and usability) through customer intentions to adopt an e-payment system. The study provides a valid overall awareness that these critical factors are important in designing a successful e-payment system

Referencial para a caracterização de websites de hotéis de acordo com as necessidades dos consumidores

Online presence is essential for tourism organisations, and the quality of websites can influence customers. In the case of hotels, there are many studies to evaluate website performance based on functionality, usability and other factors, much less on the amount of different information available to the consumer. In the near future by using Big Data it is expected that hotel websites will be dynamic, they will adapt themselves on-the-fly, showing personalized information to each consumer. Different consumers will have different websites (information? available) from the same hotel. This paper presents a framework for the characterisation of hotel websites, focusing on the amount of information available to the consumer in each website, which was applied in a case study during the last months of 2013 to the websites of five-star hotels that operate in the tourist region of the Algarve, Portugal. The framework allowed to identify a set of exhaustive indicators for hotel website characterisation, which were then grouped into ten fundamental information dimensions. These dimensions further fell into four dimension groups. Finally, it is presented and discussed quantitative and qualitative evaluations, that illustrates which indicators and dimensions are more often considered on hotel websites to satisfy the consumer?s information needs

The assessment of usability of electronic shopping: A heuristic evaluation

Today there are thousands of electronic shops accessible via the Web. Some provide user-friendly features whilst others seem not to consider usability factors at all. Yet, it is critical that the electronic shopping interface is user-friendly so as to help users to obtain their desired results. This study applied heuristic evaluation to examine the usability of current electronic shopping. In particular, it focused on four UK-based supermarkets offering electronic services: including ASDA, Iceland, Sainsbury, and Tesco. The evaluation consists of two stages: a free-flow inspection and a task-based inspection. The results indicate that the most significant and common usability problems have been found to lie within the areas of ‘User Control and Freedom’ and ‘Help and Documentation’. The findings of this study are applied to develop a set of usability guidelines to support the future design of effective interfaces for electronic shopping

Alter ego, state of the art on user profiling: an overview of the most relevant organisational and behavioural aspects regarding User Profiling.

This report gives an overview of the most relevant organisational and\ud behavioural aspects regarding user profiling. It discusses not only the\ud most important aims of user profiling from both an organisation’s as\ud well as a user’s perspective, it will also discuss organisational motives\ud and barriers for user profiling and the most important conditions for\ud the success of user profiling. Finally recommendations are made and\ud suggestions for further research are given

Investigating website usability and behavioural intention for online hotel reservations: a cognitive perspective

This thesis was submitted for the degree of Doctor of Philosophy and awarded by Brunel University.The problem area identified for this research is to define the cognitive factors and Customers’ Critical Information Requirements (CCIRs) that affect the customer decision making process when they book their hotel reservations online. The purpose of this study is to define the CCIRs and the (re)design specifications of the website which will be noticed by the users through to completing the booking, without losing them during the decision making process. A combination of various cognitive analysis and eyetracking techniques were applied in order to understand in real time the customer’s decision making process during their online hotel booking process. This includes methods that identify user’s online previous and present experiences, methods that assess and result in the specification of usability and (re)design guidelines. Techniques for eliciting CCIRs in real time are facilitated through the simultaneous usage of eye tracking technology, think aloud expression and video recording. Finally, a validation study was conducted in order to confirm the research findings. A key outcome of this research is a novel, robust and precision approach that (i) combines cognitive task analysis, eye tracking techniques, statistical and clustering methods in order to facilitate the precise identification of both explicit and tacit CCIRs; (ii) for the first time provides a time frame analysis of CCIRs across each stage of the customer’s decision making process and identifies the concomitant decision points where the customer is most likely to abandon the web site; (iii) elicits the mental model of the customer together with the CCIRs and uses this knowledge as the basis for generating the re-design specification for the website; and, (iv) evaluates whether there is a significant improvement in the usability and cognitive utility of the redesigned website that is of practical value to hotels. A further theoretical contribution is the “CCIRs informed decision making process model” for the (re)design of hotel websites as a result of applying our novel and innovative approach. Moreover, I have demonstrated for the first time how our approach can be applied to theory building of CCIRs-based cognitive task models that explicitly define the customer’s decision making process. The above mentioned methodology and theoretical outputs of this research are generally applicable to other industry sectors beyond the hotel industry. For example, financial trading decision support systems, air traffic control displays, mobile phone apps, i.e. to name a few from the myriad of possible applications