An Examination of a Multidimensional Model of Customer Satisfaction with Internet Purchasing

The World Wide Web and Internet have transformed the competitive business environment and altered the customer-firm relationship by creating a new retailing format and service enterprise. It is rapidly growing as a competitive distribution medium in which customer satisfaction will be a major success factor in the development and maintenance of this new retailing format. Despite its growing importance as a new shopping medium, little empirical research has been conducted that examines the relationship between Internet shopping, customer satisfaction, company image, and future online purchasing. Research is needed to develop theoretical models that will systematically explain and predict behavior related to Internet shopping. The purpose of this dissertation research was to examine how consumers become satisfied with an Internet purchasing experience, how company image is impacted by the shopping experience, and how satisfaction and company image affect future purchase behavior. Specifically, the constructs of information quality, ease of use, value, and expectation congruency were examined to determine their influence on satisfaction and company image in the context of shopping over the Internet. In order to assess the various relationships that exist in the proposed model of customer satisfaction with Internet purchasing, a structural modeling approach was employed. In addition, analysis of variance test of significance was conducted to determine if there were any differences in the mean ratings of satisfaction with an Internet purchase among different groups of consumers. Overall, the results of testing the model in this study support the assertion that a positive and direct relationship exists between customer satisfaction and the intention to continue shopping at a firm\u27s Web site. The results also provide evidence for the factors that significantly influence satisfaction with online shopping. Economic value and ease of use were found to have a positive and direct effect on consumer satisfaction with an Internet purchasing experience. These findings may be important for marketing managers because they can provide guidelines for planning Internet strategies to develop customer satisfaction and maintain customer loyalty. A positive and direct effect between company image and consumers\u27 desires to continue shopping on the firm\u27s Web site was also statistically supported by the data. The factors found to influence a positive company image after shopping at a firm\u27s Web site are ease of use and economic value. The results of the study also revealed that expectations and frequency of Internet shopping affected consumer\u27s ratings of satisfaction. The findings from this study may provide future researchers with evidence to expand their understanding of how the electronic retail medium of the Internet impacts the customer-firm relationship. In summary, this study provides empirical support for the factors that influence satisfaction with an Internet shopping experience, company image, and future purchasing behavior from a firm\u27s Web site

A Concpetual Model of Customer Value in eCommerce

Customer value is crucial in predicting customer choice in traditional consumer behavior research. However, online customer value can be different from its offline counterpart because customer value is highly context-dependent. In online retailing settings, not only the product itself, but also the web store and the Internet channel contribute value to customers. Synthesizing the research in consumer behaviour and IS, we propose an online customer value model with three key components: the outcome value, the process value, and the shopping enjoyment. These three dimensions capture different benefits an online consumer can obtain from a web store. A pilot study with a sample of 89 graduate students was carried out. The preliminary results validate our choice of constructs and test the validity and reliability of the instruments used in this study. With an explicit focus on the customer role of a web user, this value conceptualization is expected to facilitate better understanding of the online consumer behaviour

The Relationship between Co-Creation Value and Facebook Shopping

This study aims to examine the factors that contribute Facebook shopping. As a conceptual paper, this research explores the prime factors of online shopping by evaluating co-creation value as a predictor which might influence on customer\u27s intention in Facebook shopping. This study covers a quantitative research. All of the respondents were recruited on a voluntary basis. The population will be used in this research is the Internet users in Malaysia. The target respondents of this study are the consumers who have experience in online shopping in Facebook. In this research, the lowest respondents from the individual Internet users are not predicted to be less than 400. The data collection will be carried out via email questionnaire. Multiple regression analysis will be employed to elucidate the relationship between the variables to obtain an equation that represents the best prediction of dependent variable from the independent variable. Considering the nature of the study, the complexity of the research model and the relatively small sample size, Partial Least Squares (PLS) are selected as the statistical tool to analyse the quantitative data. Using the Theory of Reasoned Action (TRA), the finding of the study expects to contribute to the practitioners in the e-marketing sector with valuable insights on the important of co-creation value in stimulating their intention in buying online via social networking as Facebook

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

THE ONLINE SHOPPING HABITS AND E-LOYALTY OF GEN Z AS NATIVES IN THE DIGITAL ERA

Introduction: Generation Z (Gen Z) refers to the most application-friendly and website-savvy generation engaging with the Internet for most of its daily activities. The number of Gen Z members has been growing and is projected to become the largest market segment by 2020. In the future, Gen Z will affect business strategies; compounded by the presence of a fourth industrial revolution (Industry 4.0), which will encourage companies to change their business models. One of the changes is a new paradigm shift by companies from the traditional business model to an internet-based business model (e-business model/e-commerce), such as online shops. Online shops have escalated at a rapid pace and have changed people’s buying habits, especially for Gen Z. Gen Z seems to be shopping online more than ever. Targeting them is the best strategy to enhance their lifetime loyalty. Background Problem: This study aims to examine the relationship of e-service quality, online customer value, e-satisfaction and e-loyalty. Research Method: Two hundred and forty-one Gen Z respondents were involved in this study. PLS 3, Sobel and SPSS 23 were employed to analyze the data. Five hypotheses were proposed. Findings: The findings indicated that e-service quality became the expected predictor of online customer value and satisfaction. In addition, the results confirm the mediating role of online customer value between e-service quality and e-satisfaction, as well as clarifying the relationship of online customer value and e-satisfaction. Finally, the effect of e-satisfaction on e-loyalty has been proven in this study. Conclusion: Upon figuring out the relevant issue, online shops are able to re-consider their business models to adopt the Industry 4.0 revolution, to strengthen their capacity in tight competition. In order to target Gen Z, who mostly do their purchasing via the Internet, online shops must provide high quality websites and create values which convey economic, social and functional values. These two key factors play significant roles in attaining Gen Z’s e-satisfaction, thus securing Gen Z’s e-loyalty.

Critical review of the e-loyalty literature: a purchase-centred framework

Over the last few years, the concept of online loyalty has been examined extensively in the literature, and it remains a topic of constant inquiry for both academics and marketing managers. The tremendous development of the Internet for both marketing and e-commerce settings, in conjunction with the growing desire of consumers to purchase online, has promoted two main outcomes: (a) increasing numbers of Business-to-Customer companies running businesses online and (b) the development of a variety of different e-loyalty research models. However, current research lacks a systematic review of the literature that provides a general conceptual framework on e-loyalty, which would help managers to understand their customers better, to take advantage of industry-related factors, and to improve their service quality. The present study is an attempt to critically synthesize results from multiple empirical studies on e-loyalty. Our findings illustrate that 62 instruments for measuring e-loyalty are currently in use, influenced predominantly by Zeithaml et al. (J Marketing. 1996;60(2):31-46) and Oliver (1997; Satisfaction: a behavioral perspective on the consumer. New York: McGraw Hill). Additionally, we propose a new general conceptual framework, which leads to antecedents dividing e-loyalty on the basis of the action of purchase into pre-purchase, during-purchase and after-purchase factors. To conclude, a number of managerial implementations are suggested in order to help marketing managers increase their customers’ e-loyalty by making crucial changes in each purchase stage

Driving online shopping: Spending and behavioral differences among women in Saudi Arabia

This study proposes a revised technology acceptance model that integrates expectation confirmation theory to measure gender differences with regard to continuance online shopping intentions in Saudi Arabia. The sample consists of 650 female respondents. A structural equation model confirms model fit. Perceived enjoyment, usefulness, and subjective norms are determinants of online shopping continuance in Saudi Arabia. High and low online spenders among women in Saudi Arabia are equivalent. The structural weights are also largely equivalent, but the regression paths from perceived site quality to perceived usefulness is not invariant between high and low e-shoppers in Saudi Arabia. This research moves beyond online shopping intentions and includes factors affecting online shopping continuance. The research model explains 60% of the female respondents’ intention to continue shopping online. Online strategies cannot ignore either the direct and indirect spending differences on continuance intentions, and the model can be generalized across Saudi Arabia

The driving factors of continuance online shopping: Gender differences in behaviour among students in Saudi Arabia

This study proposes a revised technology acceptance model that integrates expectation confirmation theory to measure student gender differences with regard to continuance online shopping intentions in Saudi Arabia. The 234-respondent sample consists of 61.5% women and 38.5% men. A structural equation model confirms model fit. Perceived usefulness, enjoyment, and subjective norms are determinants of online shopping continuance in Saudi Arabia. Both male and female groups are equivalent. The structural weights are also largely equivalent, but the regression paths from subjective norms to enjoyment and subjective norms to continuance intention (in the men sample) and perceived usefulness to continuous intention (in the women sample) are not supported. The model was operationally generalized across the whole of Saudi Arabia. This research moves beyond online shopping intentions and includes factors affecting online shopping continuance. The research model explains 71% of the intention to continue shopping online. This research suggests that online strategies cannot ignore either the direct or indirect gender differences on continuance intentions in Saudi Arabia. The model can be generalized across Saudi Arabia

The factors driving online shopping in Saudi Arabia: Regional and behavioral differences among women

This study proposes a revised technology acceptance model that integrates expectation confirmation theory to measure regional differences with regard to continuance online shopping intentions in Saudi Arabia. The sample consists of 650 female respondents. A structural equation model confirms model fit. Perceived usefulness, enjoyment, and subjective norms are determinants of online shopping continuance in Saudi Arabia. Women in the eastern, western, and central region groups are equivalent. The structural weights are also largely equivalent, but the regression path from perceived usefulness to enjoyment is not invariant between female shoppers in the eastern and western regions or in the eastern and central regions. This research moves beyond online shopping intentions and includes factors affecting online shopping continuance. The research model explains 60% of the intention to continue shopping online. Furthermore, this research suggests that online strategies cannot ignore the influence of either direct or indirect regional differences on continuance intentions; the model can be generalized across Saudi Arabia

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 consumers’ 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 & O’Cass, 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 person’s 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 person’s associates (Ajzen 1991). Among other authors, Yoh et al. (2003) and George (2002) have applied Ajzen’s 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 model’s 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 model’s 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