Best Customer Experience in E-Retailing

The main purpose of the research is to empirically test a model for assessing the association between outcomes as well as antecedents of online customer experience (OCE) in e-commerce websites in the case of KSA. The theoretical implications of customer online shopping behaviour have largely been discussed in the previously conducted studies however less consideration has been provided to the antecedents of e-retailing shopping and its effect on customer online shopping experience pertaining to KSA. The study has incorporated a quantitative method under which the data has been collected through primary sources using the survey. The sample of 150 respondents has been incorporated who provided their responses through a survey questionnaire. The questionnaire consisted of 13 questions and included five-point Likert scale in order to incorporate responses. The technique of analysis incorporated demographic analysis, correlation analysis and SEM model using SPSS and SmartPLS. It was identified that providing efficient online shopping experience through Tele-presence, ease of use and perceived benefit has a significant positive impact on consumer shopping experience pertaining to the shoppers of KSA.

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Customer Experience: Extracting Topics From Tweets

International Journal of Market Research ◽

10.1177/14707853211047515 ◽

2021 ◽

pp. 147078532110475

Author(s):

Manit Mishra

Keyword(s):

Social Media ◽

Customer Service ◽

Latent Dirichlet Allocation ◽

Online Shopping ◽

Customer Experience ◽

Process Failure ◽

Shopping Experience ◽

Social Media Platforms ◽

Media Platform ◽

Moments Of Truth

The ubiquity of social media platforms facilitates free flow of online chatter related to customer experience. Twitter is a prominent social media platform for sharing experiences, and e-retail firms are rapidly emerging as the preferred shopping destination. This study explores customers’ online shopping experience tweets. Customers tweet about their online shopping experience based on moments of truth shaped by encounters across different touchpoints. We aggregate 25,173 such tweets related to six e-retailers tweeted over a 5-year period. Grounded on agency theory, we extract the topics underlying these customer experience tweets using unsupervised latent Dirichlet allocation. The output reveals five topics which manifest into customer experience tweets related to online shopping—ordering, customer service interaction, entertainment, service outcome failure, and service process failure. Topics extracted are validated through inter-rater agreement with human experts. The study, thus, derives topics from tweets about e-retail customer experience and thereby facilitates prioritization of decision-making pertaining to critical service encounter touchpoints.

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Electronic Ticketing System and Traveler Purchasing Intention

Journal of Asian Business and Economic Studies ◽

10.24311/jabes/2013.217.09 ◽

2013 ◽

Vol 217 ◽

pp. 129-146

Author(s):

THẢO HOÀNG THỊ PHƯƠNG

Keyword(s):

Regression Models ◽

Online Shopping ◽

Behavioral Control ◽

Ease Of Use ◽

Perceived Behavioral Control ◽

Perceived Ease Of Use ◽

Demographic Groups ◽

Purchasing Intention ◽

Shopping Experience ◽

The Difference

This research aims to identify the importance of factors that influence customer intention of purchasing electronic air ticket (e-ticket). The research compares the difference in purchasing intentions based on e-ticketing between demographic groups of age, income, educational level, and online shopping experience. With the sample size of 295 travelers, the regression models and ANOVA tests are used to process and explain data. The research detects four components, namely, perceived system usefulness, perceived ease of use, perceived behavioral control, and security of transaction that influence the consumer intention to buy e-ticket. The paper then recommends managerial solutions to the development of an electronic ticketing system in particular and e-commerce in general.

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Intention To Buy Air Ticket Online Of Vietnamese Consumers

10.31219/osf.io/867s5 ◽

2021 ◽

Author(s):

Ha Nam Khanh Giao ◽

Huynh Quoc Tuan

Keyword(s):

Perceived Risk ◽

Negative Impact ◽

Positive Impact ◽

Linear Regression Analysis ◽

Ease Of Use ◽

Impact Factors ◽

Perceived Ease Of Use ◽

Buying Behavior ◽

Factors Affecting ◽

Perceived Benefit

The study aimed to identify and measure the factors affecting the intention to buy air ticket online in Vietnam by surveying 331 consumers aged 18 and over who bought air ticket online. The SPSS 20 tool was used to analyze the reliability of the scale through the Cronbach's Alpha coefficient, EFA exploratory factor analysis, and linear regression analysis. Research results show that positive impact factors, decreasing by their strength, include: Perceived Benefit, Reliability, Reputation, Subjective Norm, Perceived Ease of Use. Meanwhile, Perceived Risk has a negative impact on the intention to buy air ticket of consumers. The results also help managers recognize the importance of the factors that affect the buying behavior of the consumers, and consequently make appropriate strategic adjustments and actions in the competitive process for air ticket online presently.

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Customer Satisfaction towards Online Shopping in Kathmandu Valley

Patan Pragya ◽

10.3126/pragya.v7i1.35115 ◽

2020 ◽

Vol 7 (1) ◽

pp. 135-145

Author(s):

Ballav Niroula ◽

Achyut Gyanwali

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Online Shopping ◽

Positive Impact ◽

Ease Of Use ◽

Kathmandu Valley ◽

Perceived Ease Of Use ◽

Factors Affecting ◽

Perceived Service Quality ◽

Goods And Services

Online consumer’s buying behavior consists of buying process of products and services through internet. Internet shopping is the process of buying goods and services from merchants who sell on the online. Online shopping allows buyers to buy sooner, more choices and can order products and services with comparative reasonable price. This study examines the factors affecting customer satisfaction towards online shopping in Kathmandu valley. The customer satisfaction is the dependent variable. Perceived service quality, perceived ease of use, perceived security and online payment process are the independent variables. The study is based on 408 respondents from the online shopping buyers of Kathmandu valley. Convenience sampling method was followed to select the respondents. To achieve the purpose of the study, structured questionnaire is prepared. Descriptive and explanatory research designs have been used. Correlation and regression analysis have been used to make analysis and draw the conclusion. The regression models are estimated to test the significance and importance of selected factors on customer satisfaction towards online shopping in Kathmandu valley. The result shows that there is positive relationship of perceived service quality and perceived ease of use with customer satisfaction. It is also found that online shopping has positive impact on customer’s satisfaction in Kathmandu valley. The findings of this study will be fruitful to researchers, policymakers, businesspeople and Government for academically as well as policy perspectives.

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An Empirical Study on the Customer Channel Choice Behavior in the Overall Process of Shopping Under O2O Mode

International Journal of Web Portals ◽

10.4018/ijwp.2016010102 ◽

2016 ◽

Vol 8 (1) ◽

pp. 13-31 ◽

Cited By ~ 1

Author(s):

Ting Dai ◽

Decheng Wen ◽

Xiao Chen

Keyword(s):

Empirical Study ◽

Choice Behavior ◽

Positive Impact ◽

Ease Of Use ◽

The Other ◽

Channel Choice ◽

Shopping Experience ◽

Three Stages ◽

Online Channel ◽

Post Purchase

Through dividing the entire shopping process into three stages: pre-purchase, purchase and post-purchase, this study analyzed the customers' channel choice behavior in each, from perspectives of product quality, Customers and channels. Based on a survey answered by 395 multi-channel shoppers, the findings show that the products' perceptibility and security, is positively associated with the online channel (vs. offline) during the pre-purchase and purchase stages and no significant association in the post-purchase stage. The customers' shopping motivations and network involvements are positively associated with the online channel in the pre-purchase and purchase stages, but the perceived risks are negatively associated with the online channel throughout the entire shopping experience. The channel's usefulness has a significant and positive correlation with the online channel in all three stages of shopping, but the channels' ease-of-use only has a significant and positive impact in the pre-purchase stage and weaker in the other two. The findings provide some useful suggestions for multichannel retailers.

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The Impact of Digital Transformation in Singapore e-Tail Market

International Journal of Innovative Technology and Exploring Engineering - Special Issue ◽

10.35940/ijitee.i8046.0981119 ◽

2019 ◽

Vol 8 (11) ◽

pp. 2320-2324 ◽

Cited By ~ 1

Keyword(s):

Online Shopping ◽

Customer Experience ◽

Digital Transformation ◽

Primary Data ◽

Business World ◽

Innovative Strategy ◽

Deviation Analysis ◽

Shopping Experience ◽

The Individual ◽

The Impact

The radical and rapid customer shift from Bricks-and-Mortar retail to e-Tail (electronic retail) in the e-commerce landscape demands the enterprise to relook their business model by adding innovative strategy to survive in the highly competitive and digitally driven marketplace. To succeed in today’s business world i.e., e-business world, the e-tailers must focus on leveraging the right digital technologies for enhancing the e-customer shopping experience. In order to provide a better customer shopping experience, e-tailers need to seamlessly enable customers to quickly and easily locate their desired products/services both online and in-store. Retail industry is one of the few top segments that is projected to reap the benefits of today’s digital transformation waves. In recent years, a number of fundamental changes have occurred in the corporate world which have caused the emergence of Customer Experience Management as both a strategic field and a rapid-growing enterprise, complete with a wide array of tools and solution sets. This study aims to reveal the challenges experienced by Singapore customers during online shopping and identify the ways to overcome the customer challenges in online shopping which create the opportunities for web store owners. Given the importance of the data for this research, quantitative data has been collected though primary data source. The individual email of Singapore online shoppers has been collected and validated using the “Atomic Email Studio” Software. A structured questionnaire has been sent using Google forms. 164 samples were collected and considered for research. To attain the given objectives, the statistical tools such as Measure of Central Tendency, Standard Deviation, Analysis of Variance (ANOVA), Levey-Jennings Control, Correlation and Multiple Regression have been used. NCSS Version 10.0.5 software has been used in this research to execute the statistical and graphical tests. Customer Perceived Value (CPV), which is modern industry accepted measure of the Customer Experience, derived from customer responses to the questionnaire. The results highlights that there is a significant relationship between e-tail factors and Customer Experience

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DETERMINANT SUCCESS FACTORS ON CUSTOMER PURCHASING BEHAVIOR TOWARDS CONSUMER PURCHASING INTENTION: A STUDY ON STUDENT PERSPECTIVE IN PUBLIC INSTITUTIONS

Malaysian E Commerce Journal ◽

10.26480/mecj.01.2021.36.41 ◽

2021 ◽

Vol 5 (1) ◽

pp. 36-41

Author(s):

Muhammad Syahiman Ghazalle ◽

Masri Abdul Lasi

Keyword(s):

Success Factors ◽

Online Shopping ◽

Ease Of Use ◽

Student Perspective ◽

Full Potential ◽

Full Time ◽

Purchasing Behavior ◽

Purchasing Intention ◽

Perceived Benefit ◽

Marketing Mix Strategy

E-shopping is a form of electronic commerce used for business (B2B) and business (B2C) transactions. In Malaysia, it can be considered as infant and far from reaching its full potential. Millennials are the largest e-commerce buyers, with the age group consuming 54 percent of their goods online. Full time students recorded the highest smartphone users with 95.5%. Data collection was done by distributing self-designed questionnaires to 216 respondents. 95% of the questions are coming from the previous researchers done the similar topic and the raw data are being analyzed using IBM SPSS Statistics Subscription. The findings revealed that the perceived benefit is the most significant factors that influence the students toward online shopping. In details, there is relationship between perceived benefit, ambassador, price offered and ease of use with the online purchasing behavior except for trust on the seller. In conclusion, e-commerce or e-shopping has become convenience and reliable option for the students to get particular needs. 90% of the respondents had experienced online shopping beforehand. The benefit from online shopping is it enable everyone to conduct the transaction with the access of the internet and mobile phone. It is recommended for future researcher to conduct physical distribution of questionnaire directly to the potential students to get more convincing audience and population. Last but not least, as a result, vendors have found a new approach to create value for customers and build relationships with them towards marketing mix strategy and obtain more customer with the advance strategy and approach.

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Antecedents and Moderators of Online Shopping Behavior in Undergraduate Students

Social Behavior and Personality An International Journal ◽

10.2224/sbp.2011.39.9.1271 ◽

2011 ◽

Vol 39 (9) ◽

pp. 1271-1280 ◽

Cited By ~ 14

Author(s):

Jun-Yi Hsieh ◽

Pei-Wen Liao

Keyword(s):

Undergraduate Students ◽

Structural Equation ◽

Online Shopping ◽

Positive Impact ◽

Ease Of Use ◽

Perceived Usefulness ◽

Shopping Behavior ◽

Equation Modeling ◽

Actual Behavior ◽

Perceived Ease Of Use

The online shopping behaviors of 600 undergraduate students in Taiwan were explored in regard to the influences of perceived ease of use, perceived usefulness, attitude, trust, behavioral intentions, and actual behavior. The moderating effects of online experience were taken into account. A model depicting the mechanisms of an effective relationship with online shoppers was developed and a survey was conducted to gather information. Structural equation modeling was used to validate the measures developed and test the hypothesized model. All variables had a significant and positive impact, and experience online had a moderate impact.

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