Consumer Technology Readiness and E-Service Quality in E-Tailing: What is the Impact on Predicting Online Purchasing?

Mummalaneni, Venkatapparao; Meng, Juan; Elliott, Kevin M.

doi:10.1080/15332861.2016.1237232

Cited by 41 publications

(31 citation statements)

References 41 publications

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“…Moreover, the level of consumer satisfaction will result from consumer sensitivity to the value received; perceived value has a significant influence on consumer's e-loyalty. In Mummalaneni et al (2016) it is quoted that perceived value was a significant precursor of e-satisfaction. In Mummalaneni et al (2016) it is described that the customers' perceived value fills in as an imperative instrument for keeping up purchasers' trust in the online website.…”

Section: Perceived Valuementioning

confidence: 99%

“…In Mummalaneni et al (2016) it is quoted that perceived value was a significant precursor of e-satisfaction. In Mummalaneni et al (2016) it is described that the customers' perceived value fills in as an imperative instrument for keeping up purchasers' trust in the online website. Grabner-Kraeuter (2002) Contends that buyers' perceived value encourages the development of the purchaser's trust in the website and thus streamlines the way toward settling on buying choices.…”

Section: Perceived Valuementioning

confidence: 99%

“…A greater level of fulfillment adds to the improvement of an abnormal state of customer trust in the e-retailer. Mummalaneni et al (2016) stated that, at the point when online consumers are happy or satisfied with the internet shopping website, they are more prepared to interface with that website in the future, and it will result in making consumers loyal. There are a few reasons behind satisfied online consumer to transform into a faithful or loyal consumer.…”

Section: E-satisfactionmentioning

confidence: 99%

See 2 more Smart Citations

Customer loyalty development in online shopping: An integration of e-service quality model and commitment-trust theory

Goutam¹,

Gopalakrishna²

2018

10.5267/j.msl

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The aim of this study is to explore the determinants of cognitive loyalty in an online shopping environment. The study established a theoretical model by incorporating both e-service quality model and commitment-trust theory. A total of 937 responses were collected form Indian online shoppers by using the mail survey method. We assessed measurement model and structural model by using SPSS and AMOS. Study outcomes confirm that customer satisfaction, e-trust, commitment, and cognitive loyalty were strongly influenced by e-service quality and perceived value. Further, satisfaction had direct and positive influence on both e-trust and commitment but not on cognitive loyalty. E-trust had a positive impact on e-commitment and cognitive loyalty. Lastly e-commitment had a positive influence on cognitive loyalty. Based on the existing literature, there was a dearth of theoretical understanding of cognitive loyalty in an emerging economy perspective. Thus, the current study accomplished the critical theoretical gap by encompassing previous investigations. We examined the phenomenon of customer loyalty by integrating e-service quality model and commitment-trust theory in business to consumer e-commerce environment while considering e-satisfaction as a mediator, highlighting the originality and contribution of the current research to the online consumer loyalty literature.

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Section: Perceived Valuementioning

confidence: 99%

Section: Perceived Valuementioning

confidence: 99%

Section: E-satisfactionmentioning

confidence: 99%

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Customer loyalty development in online shopping: An integration of e-service quality model and commitment-trust theory

Goutam¹,

Gopalakrishna²

2018

10.5267/j.msl

View full text Add to dashboard Cite

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“…The selection of e-Servqual dimensions is adjusted to existing research to facilitate the measurement of its parameters. Based on data processing from the initial interview, 7 dimensions were obtained that were in accordance with the conditions of the research object, namely website design [5], [14], efficiency [4], [9], responsiveness [9], [15], information quality [1], [2], fulfillment [4], [16], flexibility [9], [17], and security/privacy [9] with 33 attributes ( Table 1).…”

Section: Methodsmentioning

confidence: 99%

Integrating e-servqual and kano model to improve adorable projects website service quality

Fauziyah

Rohayati

Sagita

2019

j. sist. manaj. ind.

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This study aims to determine the classification of attribute needs of purchasing services through the Adorable Projects website by using the integration of e-Servqual and Kano Models. The selection of these objectives is based on the low level of website usage as an online purchasing tool owned by Adorable Projects. The classification activity aims to make it easier for Adorable Projects to make improvements to the quality of its website services. Based on the results of data processing, 24 attributes in the must be the category, two attributes in the one-dimensional category, three attributes in the attractive category, and four attributes in the indifferent category. Strategy priority in developing service quality by increasing the diversity of service delivery features and product review features. The integration of e-Servqual and Kano can assist business owners in making strategic decisions related to improving the service quality.

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“…The personality traits used in this research are based on the comprehensive technology readiness index (TRI) which encompasses a diverse array of consumer based factors like risk tasking, innovativeness, need for interaction and others (Kleignen, de Ruyter, & Wetzels, 2004). This model focuses on three main influential dimensions namely; optimism, customer innovativeness, and need for interaction that have proven to be significant factors in various contexts based on previous research findings (Venkatapparao et al, 2016;Vijayendra et al, 2015;Liljander et al, 2006;Curran & Meuter, 2005). Based on the above, it is expected that: H8 There is a positive relationship between consumer characteristics and innovation adoption.…”

Section: H6 There Is a Positive Relationship Between A University's Mmentioning

confidence: 98%

Antecedents of Technology Adoption in Learning Environments: Evidence from MENA Higher Education

Mourad¹,

Hussein²

2018

IJMS

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Focusing on the emerging economy in the Middle East and North Africa (MENA) region, this paper seeks to examine and test the antecedents of technological innovation adoption in the higher education sector and its impact on the learning environment. This research focuses on the adoption of technological education tools by students, who are the main adopter of technology considered here. A rich model encompassing technology factors, university based factors as well as consumer based factors, is adopted in this research. The model is developed based on three sources that are: Roger’s (2003) innovation adoption model, The Resource -based view of the firm (RBV) and previous literature. The adopted conceptual model highlighted that the adoption decision is based on a combination of perceived attributes of the educational technology, inter-organization factors and consumer factors. Data was collected from a convenient sample of students from three types of universities; public, private and foreign. Thus, the model is testified drawing on the results of empirical work conducted on three top ranked universities in Egypt. It should be noted that Egypt is selected as the country of analysis as it presents the largest educational sector in the MENA region in terms of capacity and structure. Data collection resulted in 300 usable questionnaires. The research model has been tested using Structural Equation Modelling (SEM). Results indicate that attributes of the innovation, institutional factors and market orientation policy were found to have a significant direct impact on technology adoption by students in universities. These findings lead to managerial implications focusing on managing students’ expectations and enhancing the learning environment within the HEIs in the MENA region. The contribution of this research is both theoretical and empirical. At the theoretical level, this research presents a distinctive model that encompasses a wide diversity of factors (technology based, institution based and consumer based) factors to study a rapidly changing topic like technology adoption in an important sector which is the higher education sector. At the empirical level, this research covers three key universities in Egypt and presents important implications on factors to be focused on in order to increase the level of technology use in the higher education sector.

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Consumer Technology Readiness and E-Service Quality in E-Tailing: What is the Impact on Predicting Online Purchasing?

Cited by 41 publications

References 41 publications

Customer loyalty development in online shopping: An integration of e-service quality model and commitment-trust theory

Customer loyalty development in online shopping: An integration of e-service quality model and commitment-trust theory

Integrating e-servqual and kano model to improve adorable projects website service quality

Antecedents of Technology Adoption in Learning Environments: Evidence from MENA Higher Education

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