How convenient is it? Delivering online shopping convenience to enhance customer satisfaction and encourage e-WOM

Duarte, Paulo; Silva, Susana Costa e; Ferreira, Margarida Bernardo

doi:10.1016/j.jretconser.2018.06.007

Cited by 273 publications

(239 citation statements)

References 34 publications

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“…The price on the website should be the same as on the order. Duarte, e Silva and Ferreira [23] found that possession convenience has become the most key driver for online shopping, which is the main reason for consumers to shop online. Possession convenience reflects the ease that consumers get accurate online ordering products or services [20].…”

Section: Service Conveniencementioning

confidence: 99%

“…For example, Colwell et al [22] developed a multiple-item scale and five dimensions of service convenience in the mobile and Internet usage context. Duarte et al [23] identified critical dimensions of online convenience in inducing customer intention to shop online from the perspective of younger adults. In other words, scholars have ignored the demands of older travelers for online convenience even though older consumers are becoming a significant market in the travel industry and seniors also confront the circumstances of Internet-based services.…”

Section: Introductionmentioning

confidence: 99%

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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%

Section: Introductionmentioning

confidence: 99%

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

Kim

2020

Sustainability

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“…Ahammad (2017) yaitu Antecedents and consequences of online customer satisfaction: A holistic process perspective. Menurut Duarte et al, (2018) yaitu How convenient is it? Delivering online shopping convenience to enhance customer satisfaction and encourage e-WOM.…”

Section: Pengaruhcustomer Satisfaction Terhadap E-wom Lazada Pada Mahmentioning

confidence: 99%

Pengaruh Customer Satisfaction dan Trust Terhadap e-WOM: Commitment Sebagai Variabel Intervening (Studi Pada Mahasiswa Universitas Negeri Padang)

Parnataria

Abror

2019

JKMW

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This study analyzes: (1) the effect of customer satisfaction on trust (2) the effect of customer satisfaction on commitment (3) the effect of trust on commitment (3) the effect of trust on e-wom (4) the effect of customer satisfaction on ewom (5) the effect of trust on ewom (6) the effect of commitment on e-wom.This type of research is causative research. The population in this study was all students from Padang State University who used the online shop Lazada. By using purposive sampling we use 150 customers as the respondent. This study used online questionnaires as the data collection instrument, This study analyzed the data by using structural equation modeling (SEM) with smart PLS 3.0 as the software package. The results of his study indicate that: (1) customer satisfaction has a significant effect on trust (2) customer satisfaction has a significant effect on commitment (3) trust has a significant effect on commitment (4) customer satisfaction has a significant effect on e-wom (5) trust has a significant effect on e-wom (6) commitment has a significant effect on e-wom. Keywords:Customer satisfaction, trust, commitment, electronic word of mouth.

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“…Furthermore, in a context where businesses are compelled to make hard decisions with limited information (Ayittey et al, 2020), e-commerce seems to have expanded. The convenience of online purchases (in terms of overall evaluations or transactions) has been shown to enhance customer satisfaction and encourage positive e-WOM (electronic word of mouth) (Duarte et al, 2018). This is also why many companies have responded to such preferences by increasingly adopting new channels and digital touchpoints with the aim of improving customers' experience (Reinartz et al, 2019).…”

Section: Introductionmentioning

confidence: 99%

“It’s on its way”: Chatbots applied for online food delivery services, social or task-oriented interaction style?

Cicco

Silva

Alparone

2020

Journal of Foodservice Business Research

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Research has yet to explore the spread of chatbots into the foodservice delivery sector and its impact on the customer's experience, especially in a moment when the Internet seems to be the tool to meet needs associated with being physically apart. In order to fill this gap, the present study addresses the implications that chatbots' interaction styles have for younger consumers using this channel for conversational online food delivery (OFD) services. Specifically, this study provides theoretical and practical insights into whether the conversational design of chatbots can influence social, affective, and behavioral intent outcomes. The study adopts an experimental design to investigate the effects of a social-versus task-oriented interaction style chatbot on the level of social presence and trust (social outcomes), perceived enjoyment (affective outcome), and intention to use the conversational OFD service in the future (behavioral intent outcome). Findings from a sample of 171 participants show that the interaction with the chatbot set up with a social-oriented interaction style increased users' perception of social presence and perceived enjoyment, while it did not have any direct and significant effect on trust and intention to use. The study further supports the role of social presence, trust, and perceived enjoyment as mediators between the chatbot's interaction style and the intention to use the conversational OFD service.

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How convenient is it? Delivering online shopping convenience to enhance customer satisfaction and encourage e-WOM

Cited by 273 publications

References 34 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

Pengaruh Customer Satisfaction dan Trust Terhadap e-WOM: Commitment Sebagai Variabel Intervening (Studi Pada Mahasiswa Universitas Negeri Padang)

“It’s on its way”: Chatbots applied for online food delivery services, social or task-oriented interaction style?

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