PurposeResearch on online businesses has focused on the adoption of e-commerce and initial purchase behavior; repurchase intention and its antecedents remain underresearched. The present study develops an empirical model to explore the extent to which trust and e-satisfaction mediate the effect of vendor-specific attributes and customer intention to repurchase from the same online platform.Design/methodology/approachThe proposed model is tested and validated in the context of Generation Y in India. A self-administrated online survey was employed, and the students aged between 20 and 35 at universities in Northern India are selected as subject. The data is analyzed using SPSS 20.0 and AMOS 20.0, where structural equation modeling is used to examine the model and test the hypothesis.FindingsThe results of this study suggest that trust mediates fully between security concerns, privacy concerns, and repurchase intention. E-satisfaction mediates between security and ease of use (EOU).Practical implicationsThis study reveals the fact that security, EOU, and privacy concerns are the critical determinants that have the most impact on consumer's purchasing behavior. Gen Y consumers of India need some strong security features, an easy-to-use interface, a trusted privacy policy. Furthermore, it may be beneficial to observe e-satisfaction and trust as a mediator when identifying potential problems; online satisfaction is essential for the group in this study, and the results show that it impacts on the relation between repurchase intention and some determinant of repurchase intentions.Originality/valueThis research determines the impact of security, privacy concerns, EOU on the online repurchasing behavior of Gen Y in India. The mediation effect of e-satisfaction and trust has also been determined.
Purpose Shopping online is a fast-growing phenomenon. A look into the rapid exponential growth of the primary players in this sector shows huge market potential for e-commerce. Given the convenience of internet shopping, e-commerce is seen as an emerging trend among consumers, specifically the younger generation (Gen Y). The popularity of e-commerce and online shopping has captured the attention of e-retailers, encouraging researchers to focus on this area. This paper aims to examine the relationship between online repurchase intention and other variables such as security, privacy concerns, trust and ease of use (EOU), mediated by e-satisfaction. Design/methodology/approach A self-administered survey method is used, and students aged between 20 and 35 years at universities in northern India are selected as subjects. To test the hypotheses of this study, an online questionnaire is distributed to participants, with 309 legitimate responses received. The data are analyzed using SPSS version 20.0 and AMOS version 20.0. Structural equation modeling is used to examine the model and to test the hypotheses. Findings The results of this study show that security, privacy concerns, trust and EOU have a positive significant relationship with repurchase intention. The findings also reveal that e-satisfaction has a full mediation effect between security and repurchase intention and also between trust and repurchase intention. In addition, a partial mediation effect of e-satisfaction is noted between EOU and repurchase intention and between privacy concerns and repurchase intention. Practical implications The results show that security, trust, EOU and privacy concerns are the factors that have most impact on consumer purchasing behavior. In terms of the repurchase intention of Gen Y consumers, what is needed are strong security features, an easy-to-use interface, a trusted privacy policy and the creation of trust. Furthermore, it may be beneficial to observe e-satisfaction as a mediator when identifying potential problems; online satisfaction is important for the group in this study, and the results show that it impacts on the relation between repurchase intention and other factors. Social implications In terms of the repurchase intention of Gen Y consumers, what is needed are strong security features, an easy-to-use interface, a trusted privacy policy and the creation of trust. Furthermore, it may be beneficial to observe e-satisfaction as a mediator when identifying potential problems; online satisfaction is important for the group in this study, and the results show that it impacts on the relation between repurchase intention and other factors. Originality/value This research determines the impact of security, privacy concerns, EOU and trust on the online repurchasing behavior of Gen Y in India. The mediation effect of e-satisfaction is also determined.
Purpose There is a strong need for companies to monitor customer-generated content of social media, not only about themselves but also about competitors, to deal with competition and to assess competitive environment of the business. The purpose of this paper is to help companies with social media competitive analysis and transformation of social media data into knowledge creation for decision-makers, specifically for app-based food delivery companies. Design/methodology/approach Three online app-based food delivery companies, i.e. Swiggy, Zomato and UberEats, were considered in this study. Twitter was used as the data collection platform where customer’s tweets related to all three companies are fetched using R-Studio and Lexicon-based sentiment analysis method is applied on the tweets fetched for the companies. A descriptive analytical method is used to compute the score of different sentiments. A negative and positive sentiment word list is created to match the word present on the tweets and based on the matching positive, negative and neutral sentiments score are decided. The sentiment analysis is a best method to analyze consumer’s text sentiment. Lexicon-based sentiment classification is always preferable than machine learning or other model because it gives flexibility to make your own sentiment dictionary to classify emotions. To perform tweets sentiment analysis, lexicon-based classification method and text mining were performed on R-Studio platform. Findings Results suggest that Zomato (26% positive sentiments) has received more positive sentiments as compared to the other two companies (25% positive sentiments for Swiggy and 24% positive sentiments for UberEats). Negative sentiments for the Zomato was also low (12% negative sentiments) compared to Swiggy and UberEats (13% negative sentiments for both). Further, based on negative sentiments concerning all the three food delivery companies, tweets were analyzed and recommendations for business provided. Research limitations/implications The results of this study reveal the value of social media competitive analysis and show the power of text mining and sentiment analysis in extracting business value and competitive advantage. Suggestions, business and research implications are also provided to help companies in developing a social media competitive analysis strategy. Originality/value Twitter analysis of food-based companies has been performed.
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