Web aesthetics effects on perceived online service quality and satisfaction in an e-tail environment: The moderating role of purchase task

Wang, Yong Jian; Hernandez, Monica D.; Minor, Michael S.

doi:10.1016/j.jbusres.2009.01.016

Cited by 165 publications

(120 citation statements)

References 41 publications

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“…Swaid and Wigand (2009) found that e-service quality is a measure of website design, information quality, usability, reliability, responsiveness, assurance, and presentation. Wang et al (2010) underlined web aesthetics and web usability as important dimensions of website service quality. Treiblmaier and Pinterits (2010) accentuated the role of enjoyment, usefulness, and ease of use in website service quality.…”

Section: Website Service Quality Dimensionsmentioning

confidence: 99%

Customer Satisfaction as Mediator Between Website Service Quality and Repurchase Intention: An Emerging Economy Case

2017

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Abstract. The purpose of this research is to develop a research model to understand the important dimensions of website service quality and its influence on repurchase intention. The study also analyzes the mediating effect of customer satisfaction on repurchase intention. The results of empirical analysis confirmed that website quality can be conceptualized as a composite of navigation, ease of understanding, information usefulness, website design, ease of use, security and privacy, ease of ordering, and customization. Second, website quality positively affects repurchase intention and customer satisfaction. Third, website service quality can affect repurchase intention by enhancing mediators like customer satisfaction, as it has full mediating effect on repurchase intention. This study has developed the instrument dimensions of website service quality in online shopping context. The study has also refined the scale of repurchase intention by including "cash-on-delivery" (COD) mode of payment as a new dimension to inculcate confidence for online shopping in emerging economies. Supplemental Material:The online appendix is available at https://doi

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Section: Website Service Quality Dimensionsmentioning

confidence: 99%

Customer Satisfaction as Mediator Between Website Service Quality and Repurchase Intention: An Emerging Economy Case

2017

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“…Koo and Ju (2010) observed that online environmental signals do impact consumers' emotions and intentions. Wang, Hernandez, and Minor (2010) used the S-O-R model and found that there is a substantial connection among web aesthetics, service quality, and satisfaction. Similarly, establishing the influence of several website signals on online consumers, Ha and Lennon (2010) opined that pleasure and arousal, stimulated by the website atmospherics, are positively linked with shopper satisfaction, buying intention, and approach behaviour.…”

Section: Literature Review and Hypothesis Formulation The Stimulus-ormentioning

confidence: 99%

Effects of Online Shopping Values and Website Cues on Purchase Behaviour: A Study Using S–O–R Framework

Prashar

Vijay

Parsad

2017

Vikalpa: The Journal for Decision Makers

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The e-commerce industry in India has seen unprecedented growth in last few years. Eyeing India's substantial e-retail opportunity across multiple segments, investors have been aggressively funding the e-commerce sector. This growth has been fuelled by rapid adoption of technology, improving standards of living, an increasing young population, and economically advancing middle class, besides increasing access to the Internet through broadband and use of smartphones and tablets. The entry of global e-commerce giants has intensified the competition for home-grown players. E-retailers use web atmospherics to differentiate themselves from their competitors and evoke positive cognitive and emotional states of online consumers. However, though this Indian online market is growing at an exponential rate, it is still unexplored in terms of its shopping behaviour. Using structural equation modelling, this study applies the concept of the stimulusorganism-response to explain Indian buyers' online shopping behaviour, besides examining the importance of design elements in enabling website satisfaction (WS). Using a survey method to test the research model, primary data were collected from five Indian metropolitan cities of Delhi, Mumbai, Kolkata, Bengaluru, and Hyderabad during the months of May and June 2015. Confirmatory factory analysis (CFA) was used to estimate the measurement model with respect to convergent and discriminant validities. This was followed by testing the structural model framework and research hypotheses. Findings suggest that both internal and external elements have direct influence on WS. As the mediating variable, WS affects purchase intention. This research highlights on why and how 'satisfaction with website' matters in the contribution of shopping values and website atmospherics to behavioural outcomes by presenting its mediating role.

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“…Relative to attribute "website design", consumers value that visual elements of the website are attractive and organized to facilitate navigation; with this, the e-satisfaction tends to be higher (Wang et al, 2011(Wang et al, , 2010Kim et al, 2009;Cyr, 2008;Liu et al, 2008;Martín and Camarero, 2008;Lee and Lin, 2005;Shankar et al, 2003;Szymanski and Hise, 2000). It should be noted that, according to Chen et al (2008), there is a theoretical gap in studies on e-satisfaction, consequence of the lack of discussion about innovation of website design.…”

Section: Attributes Of Online Shopping Experience That Influence E-samentioning

confidence: 99%

Fluxo online e e-satisfação em processos de compra de alto envolvimento

Ceribeli

Tamashiro

Merlo

2017

BASE

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Este é um artigo de acesso aberto, licenciado por Creative Commons Atribuição 4.0 Internacional (CC BY 4.0), sendo permitidas reprodução, adaptação e distribuição desde que o autor e a fonte originais sejam creditados. ABSTRACTThis research aims to verify the relation between the attributes of online shopping experiences, the state of online flow, and e-satisfaction in high-involvement purchases. To reach that goal, we conducted a survey with 720 e-consumers. We adopted quotas sampling, using age distribution as criteria. To analyze the data, we used Structural Equation Modeling. From the statistical analysis, we found that there are some attributes of online shopping experiences that directly influence e-satisfaction (convenience associated with the website, exchange and return policies, and quality of delivery service), while others influence the state of flow online (perceived innovation on the website, price and aesthetics of the website), which, in turn, influences e-satisfaction. Additionally, we identified two attributes that influence both flow online and e-satisfaction: reliability attributed to the website and variety of products available for sale on the website.Keywords: e-commerce, e-satisfaction, online flow, consumer involvement, online shopping experience. RESUMOEsta pesquisa teve como objetivo verificar a relação entre os atributos das experiências de compra online, o estado de fluxo online e a e-satisfação em compras de alto envolvimento. Para atingir esse objetivo, conduziu-se um levantamento de campo com 720 e-consumidores. Adotou-se a amostragem por cotas, usando como critério a distribuição etária. Para analisar os dados, utilizou-se a Modelagem de Equações Estruturais. A partir da análise estatística dos dados, foi possível identificar alguns atributos das experiências de compra online que influenciam diretamente a e-satisfação (conveniência associada ao website, políticas de trocas e devoluções e qualidade do serviço de entrega), e alguns que influenciam o estado de fluxo online (inovação percebida no website, preços e estética do website), o qual, por sua vez, influencia a e-satisfação. Adicionalmente, foi possível identificar dois atributos que influenciam tanto o fluxo online quanto a e-satisfação: a confiabilidade atribuída ao website e a variedade de produtos disponíveis para venda no website.Palavras-chave: comércio eletrônico, e-satisfação, fluxo online, envolvimento do consumidor, experiência de compra online.

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Web aesthetics effects on perceived online service quality and satisfaction in an e-tail environment: The moderating role of purchase task

Cited by 165 publications

References 41 publications

Customer Satisfaction as Mediator Between Website Service Quality and Repurchase Intention: An Emerging Economy Case

Customer Satisfaction as Mediator Between Website Service Quality and Repurchase Intention: An Emerging Economy Case

Effects of Online Shopping Values and Website Cues on Purchase Behaviour: A Study Using S–O–R Framework

Fluxo online e e-satisfação em processos de compra de alto envolvimento

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