Service Quality of Online Grocery Shopping in Korean Local Regions

Chung, Ji Bok; Choi, Byung-Cheon; Cho, Young‐Sam; Chung, Lak Chae

doi:10.15722/jds.14.8.201608.67

Cited by 5 publications

(4 citation statements)

References 24 publications

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“…The rise of competition in online shopping pushed the industry to retain customers (Chung et al, 2016). In an online environment, customers easily search and compare stores and platforms with just one click (Mutum et al, 2014).…”

Section: Introductionmentioning

confidence: 99%

“…Shopping value is classified as utilitarian or hedonistic (Carpenter & Moore, 2009;Overby & Lee, 2006). In addition, e-service quality is also playing an important role in impacting customer satisfaction (Chung et al, 2016;Rita et al, 2019). There are few studies that combine the effects of shopping value and e-service quality in online grocery shopping.…”

Section: Introductionmentioning

confidence: 99%

“…There are few studies that combine the effects of shopping value and e-service quality in online grocery shopping. Some studies discussed these two topics separately (Chung et al, 2016;Mustikasari & Astuti, 2021). Shopping value was discussed in the context of online retail shops or e-commerce (Andriani et al, 2021;Evelina et al, 2020).…”

Section: Introductionmentioning

confidence: 99%

“…Shopping value was discussed in the context of online retail shops or e-commerce (Andriani et al, 2021;Evelina et al, 2020). E-service quality topics for online grocery are limited (Chung et al, 2016;Muhammad et al, 2016). Thus, a current study was conducted to gather a more comprehensive view of online grocery in Indonesia by combining shopping value and e-service quality that impact customer satisfaction, repurchase intention, and e-WOM.…”

Section: Introductionmentioning

confidence: 99%

See 3 more Smart Citations

The Influence of Utilitarian, Hedonic, and E-Service Quality on Consumer Satisfaction Toward E-Grocery

Kolondam

Reynaldi

Darmawan

et al. 2023

IJOMS

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Digitalization has rapidly changed consumer behavior. People can easily buy items from the internet, including groceries, without having to pay for them. Due to this demand, several e-grocery platforms have emerged. High competition in the e-grocery industry is forcing the company to adopt a new marketing strategy. This study examined factors that might affect customer satisfaction with products or services provided by e-groceries. Moreover, the study was conducted to gather a more comprehensive view of online grocery purchasing in Indonesia by combining shopping value and e-service quality that impact customer satisfaction, repurchase intention, and e-WOM purchase and purchase value in Indonesia and the U.S. It shows that shopping value (utilitarian and hedonistic) and e-service quality have a positive impact on customer satisfaction. Moreover, if customer satisfaction is fulfilled, this leads to repurchase intentions and a positive word-of-mouth response to a customer's satisfaction level. A quantitative method was used in this study with the following criteria for respondents: they must live in Jabodetabek and have used e-grocery in the past three months. The data were simulated using the SMART PLS 4 software.

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Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 2 more Smart Citations

The Influence of Utilitarian, Hedonic, and E-Service Quality on Consumer Satisfaction Toward E-Grocery

Kolondam

Reynaldi

Darmawan

et al. 2023

IJOMS

View full text Add to dashboard Cite

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Purchasing grocery online in a nonmetro city: Investigating the role of convenience, security, and variety

Khan¹,

Khan

2020

J Public Affairs

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This study targets consumers of a nonmetro city to assess their perceptions about online grocery shopping. Earlier grocery companies were targeting only selected metro cities. However, recent reports have indicated that nonmetro cities can also become a profitable market for online grocery retailers. This study is an attempt to provide an empirical analysis related to the beliefs and the attitude of target consumers about online grocery shopping. By applying belief-attitude-behavior approach, the study tests the relationships between convenience, security, and variety with attitude and social norms (SNs) and thereof the relationship between attitude and social norms with purchase intention of online grocery. The results of the study indicate that both attitude and SNs have a significant positive relation with online grocery purchase intention. Convenience is significantly related to attitude but not with SNs. Both security and variety significantly predict each of attitude and SNs.

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Food and grocery retail logistics issues: A systematic literature review

Lagorio

Pinto

2021

Research in Transportation Economics

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Service Quality of Online Grocery Shopping in Korean Local Regions

Cited by 5 publications

References 24 publications

The Influence of Utilitarian, Hedonic, and E-Service Quality on Consumer Satisfaction Toward E-Grocery

The Influence of Utilitarian, Hedonic, and E-Service Quality on Consumer Satisfaction Toward E-Grocery

Purchasing grocery online in a nonmetro city: Investigating the role of convenience, security, and variety

Food and grocery retail logistics issues: A systematic literature review

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