Consumers' perceptions of e‐shopping characteristics: an expectancy‐value approach

Lim, Heejin; Dubinsky, Alan J.

doi:10.1108/08876040410561839

Cited by 177 publications

(156 citation statements)

References 32 publications

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“…time saving, cost reduction and bargain dealing) or the intangible benefits (e.g. round-the-clock convenience, hassle-free shopping, less dependency on the physical stores, access to detailed product information and availability of wide product selection) predominantly evoke the customers' online purchase intentions (Çelik, 2011;Lim and Dubinsky, 2004;Wolfinbarger and Gilly, 2001). Results of Koufaris (2002) confirmed the double identity of the online consumer as a shopper and a computer user because both shopping enjoyment and perceived usefulness of the site strongly predict intention to return.…”

Section: Phase I (From 1997-2000)mentioning

confidence: 99%

A Review of Factors Affecting Online Buying Behavior

Kalia¹,

Kaur²,

Singh³

2018

APEEJAY

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Since the onset of e-commerce, e-businesses have always been interested in knowing what propels their customers. An extensive literature review has been cast around the said reason to identify factors affecting online buying behavior. Twenty-six factors have been identified initially, out of which price; convenience; security; information; enjoyment; access and tangibility/ sensation have been found to be most cited. These factors have been further explored to examine their implications in managerial decision making. Managerial implications have been discussed at the end. This review will help businesses and academicians to build basic foundation while proposing a strategy or systematic study focusing on online buying behavior. Keywords Online Buying Behavior, E-Commerce, Online Shopping IntroductionEver since commerce started, businesses have always tried to identify and understand factors influencing consumer buying behavior. Therefore, consumer behavior is not a new phenomenon. Marketers have used consumer behavior theories to attract and retain their customers. Later, advent of internet and e-commerce led to the phenomenon called "online consumer behavior". It is expected that more than 2 billion individuals worldwide will purchase goods and services from the web, up from 1.46 billion digital buyers in 2015 (Statista.com, 2016). Over last few years' different online consumer behavior models have been developed to understand and predict the wide range of decisions that consumers make based on the background of customer profile, online shop profile, and other intervening factors. However, researchers have suggested that as compared to traditional consumer behavior, online behaviors of consumers are subtlety different in nature because of unique characteristics and interplay of technology, culture and differences in diffusion of e-commerce (Chau et al., 2002). Therefore, this study undertakes extensive literature review to identify factors affecting online buying behavior and offers foundational work to businesses and academicians. Literature Review Seventy-four studies related to online consumer behavior under this literature review have been sourced from well-known publishers and reputed conference proceedings. Research published in past two decades (from 1997 to 2016) is sorted in four phases i

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Section: Phase I (From 1997-2000)mentioning

confidence: 99%

A Review of Factors Affecting Online Buying Behavior

Kalia¹,

Kaur²,

Singh³

2018

APEEJAY

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“…Ease-of-use is a critical factor in explaining consumer perceptions and behaviors regarding SSTs (Zhao et al 2008). Studies in several domains-e.g., online shopping, online banking, health services-have shown positive relationships between ease-of-use, adoption of and satisfaction with a new service (DeJong et al 2003;Lim and Dubinsky 2004;Curran and Meuter 2005).…”

Section: Ease-of-usementioning

confidence: 99%

The effect of self-checkout quality on customer satisfaction and repatronage in a retail context

Fernandes

Pedroso

2016

Serv Bus

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Self-service technologies (SSTs) are defined as technological interfaces that enable customers to produce a service without direct employee involvement. Among various SSTs, self-checkouts are being tested by grocery stores across the world. However, while most studies focus on SST adoption, there is limited research on its impact on service quality, customer satisfaction, and retention. Our study investigates consumers' assessments of self-checkout in a retail outlet, and its influence on post-usage intentions. The study presents a causal model in order to determine (i) whether consumers evaluate service quality for self-checkout based on five different attributes: speed, ease-of-use, control, reliability, and enjoyment; (ii) whether the evaluation of service quality differs according to demographics and usage frequency; and finally (iii) if service quality delivered by self-checkout relates to overall customer satisfaction and retail patronage. We conclude that successful use of self-checkout may ''tie'' consumers to a provider, representing a feature that differentiates a retailer from competitors.

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“…Given customers rarely have a chance to touch and feel product and service online before they make decision, online sellers normally provide more product information that customers can use when making a purchase (Lim and Dubinsky, 2004). Customers put the weight on the information that meets their information needs (Keency's, 1999).…”

Section: Informationmentioning

confidence: 99%

Online Shopper Behavior: Influences of Online Shopping Decision

Wang

2011

AJBR

195

109

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Recent research has shown an interest in investigating consumer motivations that affect the online shopping behavior. It is yet to understand what factors influence online shopping decision process. The objective of this study is to provide an overview of online shopping decision process by comparing the offline and online decision making and identifying the factors that motivate online customers to decide or not to decide to buy online. It is found that marketing communication process differs between offline and online consumer decision. Managerial implications are developed for online stores to improve their website.

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Consumers' perceptions of e‐shopping characteristics: an expectancy‐value approach

Cited by 177 publications

References 32 publications

A Review of Factors Affecting Online Buying Behavior

A Review of Factors Affecting Online Buying Behavior

The effect of self-checkout quality on customer satisfaction and repatronage in a retail context

Online Shopper Behavior: Influences of Online Shopping Decision

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