Measuring the impact of online reviews on consumer purchase decisions – A scale development study

Fernandes, Semila; Panda, Rajesh; Venkatesh, V.G.; Swar, Biranchi Narayan; Shi, Yangyan

doi:10.1016/j.jretconser.2022.103066

Cited by 31 publications

(19 citation statements)

References 70 publications

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“…SAT was determined by comparing the gap between expected and actual performances (Fernandes et al, 2022). If actual performance match expectations, or exceeds them, consumers will be satisfied.…”

Section: Literature Reviewmentioning

confidence: 99%

“…The analysis of H2a and H2b revealed that PS had a negative effect on SAT but a positive effect on PI. This suggests that price can have a complex mechanism of action in the process of purchasing decisions (Fernandes et al, 2022). For an effective pricing strategy, the platform needs to strike a balance between the SAT and PI of price-sensitive customers, thus highlighting the importance of pricing strategy to deal with market competition.…”

Section: Adaptability and Explaination Of Semmentioning

confidence: 99%

“…If actual performance match expectations, or exceeds them, consumers will be satisfied. Satisfaction theory emphasizes consumers' evaluation of a product or service experience (Gilbert and Surprenant, 1982), which is affected not only by consumer sentiment but also by online reviews (Fernandes et al, 2022). Positive online reviews create a comfortable and easily accepted perception among consumers.…”

Section: Literature Reviewmentioning

confidence: 99%

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How do purchase preferences moderate the impact of time and price sensitivity on the purchase intention of customers on online-to-offline (O2O) delivery platforms?

Cao,

Wang

2024

BFJ

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PurposeThe purpose of this study is to test the impact of time and price sensitivity on consumer satisfaction and purchase intention on online-to-offline (O2O) takeout platforms and explore the moderating effect of purchase preference on time sensitivity and satisfaction, as well as price sensitivity and satisfaction, in order to guide market pricing.Design/methodology/approachA structural equation model (SEM) of customer purchase intention was constructed, and the relationships between the variables (time sensitivity, price sensitivity, satisfaction and purchase intention) were examined. The completed questionnaires of 349 respondents were collected from the Questionnaire Star platform in China. The research model and hypotheses were then tested. Analytic hierarchy procedure was used to determine the moderating effect of purchase preference. Finally, the study proposes a pricing strategy for customer-active selective services.FindingsSatisfaction positively influences purchase intention, and price sensitivity significantly increases satisfaction and further increases purchase intention; however, time sensitivity negatively affects satisfaction. Specifically, purchase preference has strongly moderated the relationship between time, price sensitivity and satisfaction. In addition, the findings show that when purchase preference is high, the effect of price sensitivity on satisfaction is stronger, suggesting the importance of purchase preference in strengthening purchase intentions. The research work recommends a pricing strategy involving value-added pricing primarily for time-sensitive customers, which can help build a high-end brand image and reduce price competition. Reduced pricing is mainly for price-sensitive customers, which is conducive to stimulating consumption within a specific time. This pricing strategy is important for adjusting market sensitivity and flexibility.Originality/valueThis research provides new ideas for related disciplines and guidance for the differentiated pricing and promotion of takeout platforms, as well as a theoretical basis for the diversified development of takeout platforms, improvement of personalized service quality and enhancement of customer stickiness. This study fills gaps in the existing literature on the moderating effect of purchase preference on time sensitivity and satisfaction and price sensitivity and satisfaction.

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Section: Literature Reviewmentioning

confidence: 99%

Section: Adaptability and Explaination Of Semmentioning

confidence: 99%

Section: Literature Reviewmentioning

confidence: 99%

See 1 more Smart Citation

How do purchase preferences moderate the impact of time and price sensitivity on the purchase intention of customers on online-to-offline (O2O) delivery platforms?

Cao,

Wang

2024

BFJ

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“…Потребители воспринимают крайние оценки онлайн отзывов (положительные или отрицательные) как более полезные и приятные, чем умеренные оценки онлайн отзывов, отрицательные отзывы более полезны, чем положительные, но положительные отзывы связаны с более высоким уровнем удовольствия [18]. При принятии решения о покупке потребители придают большое значение онлайн-обзорам, сокращая свои поисковые усилия и сводя к минимуму риск при выборе продукта или услуги, потребителям важны достоверность источника, актуальность, объем и язык, при анализе решений о покупке [19].…”

Section: Ecvn622unclassified

“…При принятии решения о покупке потребители придают большое значение онлайн отзывам, сокращая свои поисковые усилия и сводя к минимуму риск при выборе продукта или услуги, при анализе решений потребителей о покупке важны четыре фактора онлайн отзывов: достоверность источника, актуальность, объем и понимание языка [8].…”

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The influence of online customer reviews on the purchase decision process for handmade products

Krasnostavskaia

Bozhuk

Pletneva

et al. 2022

The Eurasian Scientific Journal

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Studying the behavior of consumers of various goods and services in the offline and online environment is a necessary element of an effective business in any field. Consumer behavior studies provide insight into how the process of making a decision to purchase a product takes place, and also allows you to identify the tools of influence on consumers on the part of manufacturers and sellers. The author presents a review of the literature on the influence of online reviews on customer behavior, and the author also conducted a study to clarify the presence and level of influence of online customer reviews on the purchase decision process for handmade products. Based on the analysis of the literature, the article identifies the factors of online customer reviews that influence the purchase decision process for handmade products: the quality of online customer reviews, the characteristics of online customer reviews and the number of online customer reviews. The quality of online customer reviews is determined by relevance, reliability, understandability, sufficiency, number of words in the online review, usefulness of the online reviews, and enjoyment of the online reviews. The characteristics of online customer reviews are determined by the text, images and rating in the online customer review. The results of the study showed that online reviews, among other sources of information, are considered quite reliable by buyers, online reviews have an impact on the purchase decision process for handmade products. Among the online review quality metrics, the perceived reliability of an online review, the number of words in an online review, and the perceived usefulness of an online review have the biggest impact on the purchase decision process for handmade products. Among the specific characteristics of an online review, the images in the online review are the most influential. The number of online reviews is also one of the important factors influencing the purchase decision process for handmade products. The results obtained are important for developing directions for improving the marketing tools of the master of handmade products.

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Effects of online customer reviews on sustainable clothing purchase intentions: The mediating role of perceived diagnosticity

Huang,

Chen,

Wang

2024

J of Consumer Behaviour

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Online customer reviews play a vital role in evaluating product or service performance and serve as an important reference for other customers' purchase decisions. This study explores the influence of online customer reviews on sustainable clothing purchase intention through text mining and survey‐based methodologies. The results showed that online customer reviews focused on four dimensions: material ecology, clothing fashion, clothing functionality, and price reasonableness. Online customer reviews have a positive impact on consumers' sustainable purchase intentions, and perceived diagnosticity mediates the relationship between online customer reviews and purchase intentions. In addition, customers' prior sustainability knowledge moderates the relationship between material ecology, price reasonableness, and perceived diagnosticity. This study further enriches theoretical research on sustainable consumption within the context of online apparel retailing and helps sustainable apparel brands more accurately grasp the influencing variables of customers' sustainable consumption behaviours and formulate precise electronic word‐of‐mouth marketing strategies.

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Measuring the impact of online reviews on consumer purchase decisions – A scale development study

Cited by 31 publications

References 70 publications

How do purchase preferences moderate the impact of time and price sensitivity on the purchase intention of customers on online-to-offline (O2O) delivery platforms?

How do purchase preferences moderate the impact of time and price sensitivity on the purchase intention of customers on online-to-offline (O2O) delivery platforms?

The influence of online customer reviews on the purchase decision process for handmade products

Effects of online customer reviews on sustainable clothing purchase intentions: The mediating role of perceived diagnosticity

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