Consumer Perceptions of E-Service Convenience: An Exploratory Study

Jiang, Ling; Jiang, Nan; Liu, Shixiong

doi:10.1016/j.proenv.2011.12.065

Cited by 23 publications

(16 citation statements)

References 12 publications

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“…Since search convenience allows customers to compare prices or items with simple clicks, it is a crucial factor in promoting online shopping, leading to saving search costs for customers [45]. While online shopping, if insufficient input knowledge in searching for products is provided to customers, they would be reluctant to continue consumption behavior [46]. In the online hotel context, Kim and Kim [47] found that search convenience is a key predictor of willingness to book hotels, and they highlighted that online hotel agents should enhance information search convenience.…”

Section: Service Conveniencementioning

confidence: 99%

Older Travelers’ E-Loyalty: The Roles of Service Convenience and Social Presence in Travel Websites

Kim

2020

Sustainability

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The research aims to examine what service convenience factors drive customer satisfaction in travel websites from the perspective of older travelers, and if older travelers’ satisfaction enhances e-loyalty. Additionally, drawing on socioemotional selectivity theory, this study argues that the social presence in travel websites plays a significant moderating role in increasing older travelers’ satisfaction. To empirically verify the conceptual model, an online survey was conducted targeting older travelers aged over 50 in the USA who have purchased products via travel websites. The data from 308 older travelers were analyzed, and the results revealed four dimensions of service convenience positively influence satisfaction. Unexpectedly, access convenience and transaction convenience do not influence older travelers’ satisfaction. The older travelers’ satisfaction with travel websites has a positive impact on e-loyalty. Additionally, social presence amplifies the effect of post-purchase convenience on satisfaction. The current research makes a significant contribution to understanding older travelers’ perceptions and behaviors for using e-commerce service in the field of tourism and provides practitioners with effective ways to attract older travelers for sustainable management of travel websites.

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Section: Service Conveniencementioning

confidence: 99%

Older Travelers’ E-Loyalty: The Roles of Service Convenience and Social Presence in Travel Websites

Kim

2020

Sustainability

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“…As consumers devote less time to shopping and more to other lifestyle activities, their desire for convenience has increased and their attention has turned to adopt virtual shopping mediums such as e-commerce and m-commerce [30]. Webster's Dictionary defines convenience as anything that adds to one's comfort or saves work; useful, handy or helpful device, article, service, etc.…”

Section: Differences In Perceptions Of Conveniencementioning

confidence: 99%

Revealing the Black Box of Shifting from Electronic Commerce to Mobile Commerce: The Case of Jordan

Al-Adwan

Alrousan

Alsoud

et al. 2019

J. theor. appl. electron. commer. res.

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Mobile computing and the wireless web are likely to become the next major business models following the era of electronic commerce. In particular, rapid growth and the advancement in mobile technologies indicate that mobile commerce (m-commerce) will be the dominant business model in the future. In developing countries, services in mobile commerce are in a phase of rapid growth, yet the relevant research is limited. Thus, to increase the adoption of m-commerce among consumers in developing countries such as Jordan, the current study develops a model of consumers' intentions to transfer from traditional (internet-based) e-commerce to mcommerce. The proposed model was empirically validated using a total of 451 paper-based questionnaires that were collected from undergraduate students at three private Jordanian universities. The reliability and validity of the structural model were evaluated by performing exploratory and confirmatory factor analyses, while the structural model was assessed by employing the structural equation modelling approach. The findings demonstrate that consumers' intention to shift from traditional e-commerce to m-commerce can be explained by factors related to perceived differences in technology and value. The research model offers useful and insightful information to help practitioners and developers focus their efforts in designing and delivering effective mcommerce applications.

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“…Developments in information technology have made it easy for anyone to open up an online store, the result of which has been a proliferation of online stores. Jiang et al (2011) pointed out that a crucial point of departure for e-retailers to maintain a competitive edge among customers looking for shopping convenience is to take extra steps aimed at further minimising shopping time and effort associated with their specific stores. Reimers and Chao (2014) as well as Thuy (2011) however stated that despite the acknowledged importance of the concept of shopping convenience to customers, not much has been done aimed at empirically examining its scope and effects.…”

Section: Introductionmentioning

confidence: 99%

Online Store Service Convenience, Customer Satisfaction and Behavioural Intentions: A Focus on Utilitarian Oriented Shoppers

Mpinganjira¹

2015

JEBS

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The paper investigates, using transaction cost theory, the concept of service convenience and its influence on utilitarian customer satisfaction and behavioural intentions to repurchase from an online store. Data used in the analysis was collected from utilitarian oriented online shoppers from Gauteng, South Africa using a structured questionnaire. According to the findings search, evaluation, order and possession convenience were identified as unique,reliable and valid dimensions of service convenience in the context of online shopping. The four dimensions were all found to exert significant direct influence on utilitarian customersâ€™ level of satisfaction as well as on intentions to repurchase from specific online stores. The findings further showed that service convenience can be conceptualised as a second order factor made up of all the identified four dimensions and that when conceptualised this way the explanatory power of service convenience on both customersatisfaction and repurchase intentions is greatly enhanced. Additionally, the results show thatoverall satisfaction on the relationship between service convenience and behavioural intentions to repurchase from an online store plays a significant mediating role when service convenience is considered at the dimensional level but not at the overall level. The findings in this study validate the transaction cost theory in the context of online shopping and contribute to a better understanding of the concept of service convenience and its influence on utilitarian oriented online customers. The findings have wide managerial implications on use of convenience as a source of value creation for online store managers and these have been outlined in the paper.

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Consumer Perceptions of E-Service Convenience: An Exploratory Study

Cited by 23 publications

References 12 publications

Older Travelers’ E-Loyalty: The Roles of Service Convenience and Social Presence in Travel Websites

Older Travelers’ E-Loyalty: The Roles of Service Convenience and Social Presence in Travel Websites

Revealing the Black Box of Shifting from Electronic Commerce to Mobile Commerce: The Case of Jordan

Online Store Service Convenience, Customer Satisfaction and Behavioural Intentions: A Focus on Utilitarian Oriented Shoppers

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