How to measure quality in multi-channel retailing and not die trying

Acquila-Natale, Emiliano; Iglesías-Pradas, Santiago

doi:10.1016/j.jbusres.2019.10.041

Cited by 29 publications

(15 citation statements)

References 38 publications

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“…Only after delivery can these customers determine if products are in good condition and meet their needs. In essence, BOPS customers are using the offline channel “to gather (more) complete information about the process that might not be available when only one (online) channel is used” (Acquila-Natale and Iglesias-Pradas 2020 ; p. 46).…”

Section: Literature Reviewmentioning

confidence: 99%

Development and validation of the pick-up service quality scale of the buy-online-pick-up-in-store service

Lee

Choi

2020

Oper Manag Res

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Buy-Online-Pickup in Store (BOPS) service is a popular omnichannel retail initiative, intended to enhance the convenience of online customers. Focusing on the pickup (PU) stage of BOPS service, we develop a comprehensive scale (BOPS-PU-QUAL) for its quality perceived by customers. A multi-step scale development procedure involving one qualitative and two quantitative studies resulted in a scale consisting of 16 items under four dimensions. Service effectiveness is found to be the strongest influencer on quality perceptions of BOPS-PU, followed by problem-handling, ease of access, and item-quality. A structural equation analysis reveals that BOPS-PU-QUAL perceptions positively affect customers' behavioral intentions towards the brand's BOPS service, with the relationship fully mediated by satisfaction with BOPS. This study contributes to omnichannel service quality research by identifying the critical quality dimensions of BOPS pickup service that reflect the uniqueness of BOPS customers. These findings help practitioners realize the importance of managing BOPS-PU service quality and provide practical guidance.

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Section: Literature Reviewmentioning

confidence: 99%

Development and validation of the pick-up service quality scale of the buy-online-pick-up-in-store service

Lee

Choi

2020

Oper Manag Res

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“…2. The most used age group for electronic retail trade was between (20)(21)(22)(23)(24)(25)(26)(27)(28)(29)(30) at a rate of % 55 while the age group (40 and above) was the least used as it reached 9.8 %, which means that electronic retail trade sites target their products and services to the youth category with more attention than the rest of the categories Other ages target its goods and services. 3.…”

Section: Resultsmentioning

confidence: 99%

“…Payments may be executed in unique approaches and how it's far handy for the clients [23][24][25]. E-retail trade as an important part of electronic commerce is receiving great attention to its many benefits including facilitating the purchase process for customers who do not have time for traditional shopping or a way to go to the market and providing products and services at any time as it expands the customer base and thus the possibility of increasing profits in addition to that, E-retail saves the cost a merchant faces in traditional commerce, e-retail in Jordan advanced [26].…”

Section: Introductionmentioning

confidence: 99%

The Effect of E-Retail on Customer Satisfaction: Case Study from Jordan

Murad¹

2021

TURCOMAT

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The increase in development and progress develops with the speed of the technology wheel and its impact on consumer satisfaction. Reasonably the electronic retail trade has the largest share. This research provides an abundant experience on the Jordanian consumer satisfaction with E- retail trade-in particular after customs facilities. The empirical study consists of 521 questionnaires and analysing the outputs, through which the sites are evaluated on more than one side, to come out with the most important strengths and weak points of the e-retail trade. Each question in the questionnaire is evaluated and assigned a unique loading factor. Four major evaluation metrics have been adopted to investigate the customer’s thoughts on E-retail which includes Reliability, Design, Process, and safety. In addition, factor analysis of the Correlation Matrix with the samples sequence along with Goodness-of-fit indices have been carried out for the experimentation. The obtained insights from the empirical study are also validated using confirmatory factor analysis. Furthermore, to presenting problems with high rates to solve them.

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“…Depending on which values consumers prefer more, the set of product attributes (intrinsic and extrinsic) that consumers will pay attention to when assessing products in a subjective way will be different. Which, in turn, will have a direct impact on the perceived level of product quality (Acquila-Natale and Iglesias-Pradas, 2020).…”

Section: Background Of the Studymentioning

confidence: 99%

Consumer perception vs sensory assessment of the quality of clothes of selected brands available on the Polish market

Salerno-Kochan

Turek

2021

JFMM

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PurposeThe aim of the study reported in this article was to establish whether the quality of clothes of a given brand is perceived and assessed by consumers at the same level. An additional purpose was to identify the features that characterize the quality of popular, among Polish young female consumers, clothing brands and to classify them according to their quality level (perceived and assessed).Design/methodology/approachThe article presents two approaches to consumer assessment of the quality of clothes: the survey method, in which the product quality was determined by 320 Polish female young respondents (19–25) based on their own previous experiences and impressions related to a particular clothing brand, and a direct assessment of shirts of selected brands using a sensory quality assessment method, a five-point hedonic scale with the verbal anchor (115 evaluators).FindingsThe research has revealed a significant difference between the perception of selected quality features of brands and the consumer assessment of the products. The perception maps developed based on the PROFIT analysis (PROperty FITting) as well as on cluster analysis provided interesting information about the situation of selected brands and their features in comparison with others and allowed to identify strong and weak features characterizing a given category.Research limitations/implicationsThis study has several limitations. First and foremost, the research results cannot be generalized to all consumers because they encompass the results from one national context and one population of respondents (young females). It should also be noted that the conducted research comprises only the most popular clothing brands available on the Polish market, in particular, the fast fashion segment brands. Furthermore, it would be advisable to carry out a sensory assessment of the quality of other clothing items offered under the brand names investigated.Practical implicationsThis research could be a valuable source of information for clothing company managers, thanks to which they could better manage their brand and its position on the market. When undertaking marketing activities consisting of building positive perceptions about the product, it is important to make sure that the product offers an attractive sensory experience. When real quality deviates from consumer perceptions about the quality, managers should take corrective actions to restore and even improve the brand image in the eyes of the consumer, as well as to ensure the brand and the products offered under it a stable position on the market.Originality/valueBy comparing two approaches to consumer quality assessment, discrepancies between declared and real (sensory) quality of clothes have been identified and the distinctive features that differentiate selected brands regarding their quality level have been indicated.

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How to measure quality in multi-channel retailing and not die trying

Cited by 29 publications

References 38 publications

Development and validation of the pick-up service quality scale of the buy-online-pick-up-in-store service

Development and validation of the pick-up service quality scale of the buy-online-pick-up-in-store service

The Effect of E-Retail on Customer Satisfaction: Case Study from Jordan

Consumer perception vs sensory assessment of the quality of clothes of selected brands available on the Polish market

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