Influence of the Determinants of Online Customer Experience on Online Customer Satisfaction

Jaiswal, Shefali; Singh, Anurag

doi:10.1177/0971890720914121

Cited by 41 publications

(48 citation statements)

References 47 publications

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“…Many studies have focused on the factors affecting the customer experience (antecedents), as well as the impact of customer experience (consequences) on key marketing concepts such as satisfaction and loyalty (Garepasha et al , 2020; Shin, 2015; Yazdanparast and Tran, 2020). A review of the literature shows that many studies have investigated customers’ experience into both offline and online platforms (Bilgihan, 2016; Bilgihan et al , 2016; Bleier et al , 2018; Brun et al , 2017; García et al , 2018; Garepasha et al , 2020; Jaiswal and Singh, 2020; Johnston et al , 1999; McLean, 2017; McLean and Wilson, 2016; Rose et al , 2012; Rose et al , 2011; SeungHyun et al , 2011; Verhoef et al , 2009; Waqas et al , 2020).…”

Section: Literature Review and Hypotheses Developmentmentioning

confidence: 99%

The prerequisites and consequences of customers’ online experience regarding the moderating role of brand congruity: evidence from an Iranian bank

Ashrafpour

Esfahlan

Aali

et al. 2021

JIMA

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Purpose The purpose of this paper is to investigate the prerequisites of customer online experience and its outcomes in banks. Brand congruity is an important mediating variable in these connections. Design/methodology/approach A quantitative approach is used to test the model based on the literature review. The subjects are online customers of an Iranian bank, Bank Mellat, in East Azerbaijan Province, which is famous for its e-banking. Data analysis was conducted using structural equation modeling. Findings The results suggested that the prerequisites of customer experience affected customer experience, which was, in turn, divided into two components (affective experience and functional experience). Besides, brand congruity played a moderating role in the relationship between prerequisites and consequences. Research limitations/implications In the model, brand congruity was the only moderating variable and other moderating variables were excluded. Further, test results were related to a specific brand. Practical implications This paper explores how the behaviors of customers could be improved in the online context by concentrating on determinants of customer online experience. The paper offers implications for the improvement of customer online experience in service marketing, especially in banking. Originality/value This is the first study in Iran to use brand congruity as a way of surveying the perquisites and outcomes of online experience in banking. The findings expand the importance of brand congruity in online experience to the entire banking sector.

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Section: Literature Review and Hypotheses Developmentmentioning

confidence: 99%

The prerequisites and consequences of customers’ online experience regarding the moderating role of brand congruity: evidence from an Iranian bank

Ashrafpour

Esfahlan

Aali

et al. 2021

JIMA

View full text Add to dashboard Cite

show abstract

“…Customers who have a positive shopping experience at a retailer have a higher likelihood of being involved in spreading positive word of mouth recommendations and reusing services [2]. Determining factors that affect the customer experience of shopping online important in exploration with the aim of understanding its impact on customer satisfaction on digital platforms [3].…”

Section: Introductionmentioning

confidence: 99%

Factors Affecting Online Grocery Shopping Experience

Mustikasari¹,

Astuti²

2021

Proceedings of the International Conference on Business and Engineering Management (ICONBEM 2021)

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The role on Online Grocery Shopping (OGS) is increasing each day, and this happens due to the increasing use of the Internet and the changing lifestyle of consumer. Therefore, retailers are constantly trying to make improvement of their services in order to get the best benefit that retailers and consumer can get. This study aims to identify which experience factors that affect customer satisfaction of online grocery shopping. A sample of 580 Indonesian that participate in this empirical study. Structural Equation Model of PLS were used to justify the measurement model and the relationship in the model. The results reveal that customer service, delivery and brand experience, also economic value as significant factors that affect the online grocery shopping satisfaction. Which means that these factors have a role in encouraging a positive online shopping experience for customer, influencing the customer satisfaction, and will likely to make repeat purchases and participate in spreading positive information about retailers. Based on these findings, retailers should be conscious that the improvements of customer experience are important for achieving a highly ideal online grocery retailer.

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“…Apparently, shopping experiences are more related to consumers' perceptions, feelings, emotions and sensations towards the usage of online shopping. The previous study found that the source economic value, customization, customer service, and post-purchase experience are the most outstanding catalysts of online customer experience (Jaiswal & Singh, 2020).…”

Section: Experiencesmentioning

confidence: 98%

The Internal Influences of Consumers’ Online Shopping of Wooden Products During COVID-19 Pandemic

Hisyam¹,

Harun²,

Zainudin³

et al. 2022

IJARBSS

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Online shopping is the present future trend of shopping. However, the usage of online shopping platforms seems to be a new norm not just because of technological advances but due to the pandemic COVID-19. This study was focused more on wooden products since there were a limited number of studies about these products, especially in Malaysia. There are four items of internal influences that were considered: ease of use, experience, time management, and lifestyle that will influence online shopping of wooden products by Malaysians. The study aims to identify the most influential internal factors influencing the online shopping intention of wooden products during the pandemic outbreak by Malaysians. The survey was executed between June to July 2021 during the Movement Control Order (MCO) of COVID-19. The data was collected online using a form questionnaire distributed via social media such as WhatsApp, Facebook and Instagram, which covers 464 respondents. Later the data were analysed by multi-linear regression technique using SPSS ver. 26. The results of the study found that lifestyle is the most influencing factor towards online shopping, with a standardized coefficient (β) of 0.410. This is followed by experiences with 0.139, time management with 0.132 and ease of use with 0.076. The researcher concluded that changes in lifestyle into new norms, especially during Movement Control Order (MCO), lead the changes in consumers' behaviour in purchasing goods. Besides, the online marketplace puts all the information at their fingertips, which facilitates consumers to purchase online.

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Influence of the Determinants of Online Customer Experience on Online Customer Satisfaction

Cited by 41 publications

References 47 publications

The prerequisites and consequences of customers’ online experience regarding the moderating role of brand congruity: evidence from an Iranian bank

The prerequisites and consequences of customers’ online experience regarding the moderating role of brand congruity: evidence from an Iranian bank

Factors Affecting Online Grocery Shopping Experience

The Internal Influences of Consumers’ Online Shopping of Wooden Products During COVID-19 Pandemic

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