The impact of online shopping attributes on customer satisfaction and loyalty: Moderating effects of e-commerce experience

Mofokeng, Thabang Excellent

doi:10.1080/23311975.2021.1968206

Cited by 88 publications

(87 citation statements)

References 94 publications

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“…It is also expected to stimulate consumers to shop at the store. Consumers may store services that have a major impact on the evaluation of their services and products (Erdil, 2015;Mofokeng, 2021). Stores can also uphold accountability for the information and sights that catch their eye.…”

Section: Store Environment -Impulse Buyingmentioning

confidence: 99%

Impulse Buying and Hedonic Behaviour: A Mediation Effect of Positive Emotions

Ramadania

Ratnawati

Juniwati

et al. 2022

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This paper is devoted to building a miniature of an impulse buying behaviour in department stores, which is influenced by hedonic shopping value, store environment, and price discount factors, which involve the role of positive emotions as a mediator. A comparative causal-based quantitative approach examines empirical relationships. Characteristics of the questionnaire invite respondents to be surveyed at Matahari and Transmart Department Stores in Pontianak who are instructed to use purposive sampling. In the next procedure, interpreting the data is processed with SmartPLS, which emphasizes the structural model. The results of the investigation demonstrated that hedonic shopping value had a significant effect on positive emotions at Matahari and Transmart. However, the store environment actually has a significant effect on positive emotions at Transmart, but has no effect at Matahari. It was also detected that positive emotions have a significant effect on impulse buying at Matahari. Interestingly, it has no impact in the case study at Transmart. Later, hedonic shopping value appeared to have a significant effect on impulse buying at Transmart, while at Matahari it did not. Further exploration also found that the store environment had a significant effect on impulse buying at Matahari, while at Transmart it had no effect. This work also confirms that the discount has no effect on impulse buying at Matahari and Transmart. The motives for impulse buying, hedonic behaviour, and positive emotions need to be adjusted to the broader analysis design in the future. There are striking differences with previous studies, thus providing a gap that is very suitable for the context of impulse buying.

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Section: Store Environment -Impulse Buyingmentioning

confidence: 99%

Impulse Buying and Hedonic Behaviour: A Mediation Effect of Positive Emotions

Ramadania

Ratnawati

Juniwati

et al. 2022

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“…The fulfilment phase mainly concerns delivery of products to their final destinations in an efficient and effective manner (Ascarza et al 2017) and includes product returns (Nguyen et al 2019). Research has indicated that the delivery of products has a strong impact on customer satisfaction in e-commerce (Mofokeng 2021), and that as many as 85% of customers have selected online retailers based on their delivery service reliability and trustworthiness (UPS 2021). This research focuses on the fulfilment part of online transactions because it is an important success factor in e-commerce and because of the wide variety of related factors that influence the behaviour of consumers buying online.…”

Section: Logistics Capabilities Influencing Online Purchasing Behaviourmentioning

confidence: 99%

Online shopping behaviour and service quality perceptions of young people in South Africa: A COVID-19 perspective

Heyns

Kilbourn

2022

J. transp. supply chain manag.

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Background: The coronavirus disease 2019 (COVID-19) pandemic had a significant impact on business operations and consumer behaviour across the world. The South African online retail environment also encountered different opportunities and last-mile logistics challenges. However, the impact of the COVID-19 pandemic on online consumer behaviour has received limited attention. Furthermore, limited studies exist which have measured the online buying behaviour of young people, an important online market segment.Objectives: The primary purpose of this study was to determine whether the onset of the COVID-19 pandemic significantly influenced the online shopping behaviour of young people and to provide online retailers and consumer behaviour theorists with a better appreciation of young consumers’ online purchasing needs, which will assist them in developing and effecting appropriate last-mile logistics strategies.Methods: A quantitative research design was used, and empirical data were collected from two non-probability sampling surveys conducted in 2019 (before the COVID-19 pandemic) and in 2020 (during the COVID-19 pandemic) of 461 young people in the Johannesburg area. A self-administered online questionnaire was used to collect the research data.Results: The results indicate that online shopping behaviour either did not change or increased because of the COVID-19 pandemic for most respondents. Young online consumers consider order fulfilment aspects to be more important than the tangible considerations of online retailers.Conclusion: This research study provides a distinct perspective of young people’s perceptions of online shopping and makes a meaningful contribution by identifying the important fulfilment-related service quality expectations of young online customers in South Africa.

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“…The protective measures adopted by retailers against the COVID-19 virus significantly and positively influenced customer safety during shopping, their attitudes and satisfaction, which resulted in an increase of their behavioral intentions towards new integrated forms of digital and face-to-face shopping (Untaru & Han, 2021;Kazancoglu & Demir, 2021). Retailers are expected to re-design their business settings and adopt protective and preventive measures to encourage visitation of their stores (Filimonau et al, 2021), to improve customer satisfaction towards web stores (Mofokeng, 2021;Thaipradit & Tantong, 2021).…”

Section: Changes In Retail Consumer Behaviormentioning

confidence: 99%

Omnichannelling and the Predominance of Big Retailers in the post-Covid Era

Fortuna¹,

Risso²,

Musso³

2021

Symphonya. Emerging Issues in Management

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The Covid 19 pandemic has profoundly affected the competitive context of retail companies. Multiple changes have occurred both in consumer behaviour, in retail strategy and marketing channels. In particular, the pandemic has accelerated the use of digital technology in the processes of physical purchase and distribution of retail products, favouring new forms of integration between physical and online channels (so-called omnichannelling). Many brick&mortar stores have closed down, others have modified their original logistic functions in favor of the new digital integrated ones, with a smaller number of point of sales assuming the connotation of flagship stores with greater force. Some cases confirm the acceleration that took place towards the integration and redefinition of the roles of physical and online channels. The biggest retailers empower their predominance in the global markets. Smaller operators could renew their role by shaping new forms of collaboration to survive.

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The impact of online shopping attributes on customer satisfaction and loyalty: Moderating effects of e-commerce experience

Cited by 88 publications

References 94 publications

Impulse Buying and Hedonic Behaviour: A Mediation Effect of Positive Emotions

Impulse Buying and Hedonic Behaviour: A Mediation Effect of Positive Emotions

Online shopping behaviour and service quality perceptions of young people in South Africa: A COVID-19 perspective

Omnichannelling and the Predominance of Big Retailers in the post-Covid Era

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