Retailer Web Site Influence On Customer Shopping: Exploratory Study on Key Factors of Customer Satisfaction

Shim, Jung P.; Shin, Yong Seoup; Nottingham, Linda

doi:10.17705/1jais.00023

Cited by 65 publications

(35 citation statements)

References 28 publications

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“…The data was analyzed using LISREL 8 using the two-step structural equation procedure employed by many researchers [49]. Separate measurement models were run for constructs of consumer market perceptions (exogenous constructs), and constructs of relationship mediators and relationship intention (endogenous constructs).…”

Section: Structural Equation Modelingmentioning

confidence: 99%

How can the Web help build customer relationships?

Wang

Head

2007

Information & Management

112

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Section: Structural Equation Modelingmentioning

confidence: 99%

How can the Web help build customer relationships?

Wang

Head

2007

Information & Management

112

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“…Website features, such as ease of use, diversity of product selection, availability of product information, and high performance can provide shopping convenience and contribute to customers' satisfaction with the ordering process, provided it meets their pre-consumption expectations (Szymanski and Hise 2000). The convenience of ordering is a major motivator for customers to shop online (Shim et al 2002;Bridges and Florsheim 2008). However, customers' satisfaction with the fulfillment process is equally important to their continuance intention.…”

Section: Introductionmentioning

confidence: 99%

Stage antecedents of consumer online buying behavior

2010

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Unlike previous research which adopts simultaneous measures to examine customers' satisfaction with the entire online shopping experience, this study examines two important stages of online buying behavior: ordering and fulfillment. The explicit consideration of the two stages acknowledges the fact that in an online environment, the two stages are distinct and there is a delay between the time a customer makes an order and the time he receives delivery of the merchandise. Examined are the antecedents and consequences of customer satisfaction in different stages of the online buying process based on the expectation-confirmation model (ECM). Results indicate that the customers' satisfaction with the ordering process and the fulfillment process, and the perceived usefulness of the website contribute significantly to their intention to continue using a business-to-consumer (B2C) website. It is also shown that the customers' perceived usefulness affects their satisfaction only with the ordering process but not with the fulfillment process. Implications and limitations are discussed.

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“…"to focus on common, vividly-held events and stories," (p. 17). To further underscore the point, neither of the two studies they cite (Silva &Backhouse, 2003 andShim, Shin &Nottingham, 2002) refers to elicitation of stories. While the Shim et al paper published a list of questions used in interviewing; the authors do not make explicit mention of events or stories, asking instead about Internet "experiences."…”

Section: Storytelling In Information Requirements Analysismentioning

confidence: 99%

Storytelling as a Qualitative Method for IS Research: Heralding the Heroic and Echoing the Mythic

Kendall

2012

AJIS

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We all like a good story, but as researchers we too often dismiss a story as being tangential or superfluous. In this paper we review how early adventurous information systems researchers attempted to use organizational stories in their work, but in doing so may have used mere fragments of stories as an alternative method to gathering data for the design, development, or documentation of information systems. From a theoretical perspective formed by the use of the social construction of technology, we reexamine the purpose or functions of myths and relate these to the functions of stories (which can be experiential, explanatory, validating, and prescriptive) and illustrate how myths are similar to the stories (that are normative or descriptive, practical or philosophical) we hear in organizations today. We explore the elements of a story and show why researchers need to be aware of not just the purpose of the organizational story (through elaboration of the myth), but also the telling of the story (through vividness) and the order in which the story is told (through the use of episodes). A researcher gleans understanding through storytelling by reacting, matching, eliciting, and collaborating with organizational participants, but above all the researcher must appreciate the story as a whole. In this paper we develop a new research method based on storytelling. In doing so we aim to inspire IS researchers to realize the depth and richness found in organizational stories and to appreciate and use stories in their own work.

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Retailer Web Site Influence On Customer Shopping: Exploratory Study on Key Factors of Customer Satisfaction

Cited by 65 publications

References 28 publications

How can the Web help build customer relationships?

How can the Web help build customer relationships?

Stage antecedents of consumer online buying behavior

Storytelling as a Qualitative Method for IS Research: Heralding the Heroic and Echoing the Mythic

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