Customer satisfaction using website functionality, perceived usability and perceived usefulness towards online shopping in India

Abstract

The purpose of this research is to understand and analyze the role of perceived usability and perceived usefulness influencing customer satisfaction towards online shopping in India. Findings of the study reveal that website functionality has a significant and positive impact on perceived usability. Additionally, perceived usefulness and perceived usability has a positive impact on customer satisfaction. The scale has been extended to include satisfaction with the ‘Cash-on-delivery’ mode of payment being adopted by Asian countries. This paper builds a foundation for researchers to extend online retailing research in developing countries where the switch over to Internet shopping is more of a recent phenomenon as compared to its adoption by developed countries.

Customer Satisfaction as Mediator Between Website Service Quality and Repurchase Intention: An Emerging Economy Case

“…The findings of the present study reflect that online retailers need to devise strategies focusing on mediators like customer satisfaction that enhance website service quality which, in turn, can lead to repurchase intention. COD emerged significant in the construct of repurchase intention and is consistent with few studies like Tandon et al (2015a) and Hussain et al (2007) where COD was mentioned as a significant variable influencing online purchase. Therefore, it needs to be validated further in depth across different cultures with different technologies.…”

“…Information usefulness was measured using two items from Shin et al (2013). Ease of use and ease of understanding was measured using items from Loiacono et al (2007) and Tandon et al (2015a). Ease of ordering was a new scale item included in the scale of website service quality.…”

“…There is limited research reported on website service quality in online shopping context. Further, most of the academic research reported so far has been carried out in countries that adopted online shopping much earlier than India (Tandon et al 2015a). There has been an accelerating increase in the growth of online shopping in India and in emerging markets of Asia over the past few years, but the research in these markets is somewhat less observed compared to Western countries (Omar et al 2011).…”

Applicability of the unified theory of acceptance and use of technology in music streaming services for young users

“…The construction of performance expectancy consists of four criteria (1) perceived utility (Brown & Venkatesh, Rev Davis, 1989), (2) extrinsic motivation (Teo, 1999, Chong, 2013, (3) employment adjustment (Thompson, Higgins & Howell, 1991, Jeng & Tzeng, 2012, and (4) relative advantage (Rogers, 2003). Studies applied in different contexts, such as Tandon, Kiran and Sah (2016), confirm this relation. Therefore, the following hypothesis is proposed: H1: Performance Expectancy positively affects the Intention to Use music streaming services.…”

“…Acquiring music streaming services can Applicability of the Unified Theory of Acceptance and Use of Technology in Music Streaming Services for Young Users _______________________________________________________________________________ __________________________________________________________________________________ include computers, smartphones, tablets, internet, online customer support, skills and abilities (Singh & Matsui, 2018). As the facilitating conditions are pointed out as determinants of behavioral intention and use behavior (Venkatesh, Thong, & Xu, 2012;Tandon, Kiran, & Sah, 2016), the following hypothesis is formulated:…”