Who and How Should Build the Trust in eCommerce? Research of Polish Internet Shops

Kossecki, Pawel

doi:10.2139/ssrn.665063

Cited by 5 publications

(2 citation statements)

References 1 publication

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“…The consequences include the intention to act, stakeholder satisfaction, loyalty, traffic, price, revenues, profitability, and shareholder value (Shankar et al, 2002). According to Kossecki (2005) there are six factors indicated trust building available to e-shops: (1) communication with clients, in this regard Štefko et al, (2015a; 2015c) state that web pages and e-shops can contain basic, as well as more detailed information, various updates, electronic documents, and can even provide direct communication with client via online chat;…”

Section: Factors Affecting Customers' Trustmentioning

confidence: 99%

Factors Determining Italian Online Shoppers’ Preference of Cash on Delivery: Empirical Analysis

Pencarelli¹,

Škerháková²,

Taha³

et al. 2018

PJMS

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In recent years, there is a significant expansion of online-shopping which creates the need for a thorough marketing analysis of online customer behavior. The study examines the factors influencing Italian online shoppers' preferences of a particular payment method, precisely, it investigates the use of cash-on-delivery as a preferred payment method among Italian online shoppers. We consider both the impact of online shopping trends of the population and the impact of the determinants affecting e-shop preferences on cash-on-delivery preference while shopping online. Research based on primary data obtained through a self-administered questionnaire among Italian online shoppers revealed that improving e-shop's reputation and online support leads to a decrease in the probability of using cash-on-delivery as a payment method.

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Section: Factors Affecting Customers' Trustmentioning

confidence: 99%

Factors Determining Italian Online Shoppers’ Preference of Cash on Delivery: Empirical Analysis

Pencarelli¹,

Škerháková²,

Taha³

et al. 2018

PJMS

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show abstract

“…[42]. At the same time, six factors can improve users' trust in e-commerce, including payment choice, punctuality, after-sales service quality, and so on [43]. In other words, trust is the bridge between the service plan and the purchase intention, and in the process of forming this expectation, consumers require experience or external information (e.g., content information contained in the delay compensation service) to build trust in an object.…”

Section: User's Willingness To Ordermentioning

confidence: 99%

Evaluating Consumers’ Willingness to Pay for Delay Compensation Services in Intra-City Delivery—A Value Optimization Study Using Choice

2021

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Intra-city delivery has developed rapidly along with the expansion of the logistics industry. Timely delivery is one of the main requirements of consumers and has become a major challenge to delivery service providers. To compensate for the adverse effects of delivery delays, platforms have launched delay compensation services for consumers who order. This study quantitatively evaluated consumer perception of the delay compensation service in intra-city deliveries using a choice experiment. We explored how different attributes of the delay compensation service plan affect consumer preference and their willingness to pay for the services. These service attributes are “delay probability display”, “compensation amount”, “compensation method”, “penalty method for riders”, and “one-time order price”. Using a multinomial logit model to analyze the questionnaire results, the respondents showed a positive preference for on-time delivery probability display, progressive compensation amount, and cash compensation. The results also show that the respondents opposed the penalty scheme where the riders would bear the compensation costs. Positive preference attributes are conducive to enhancing consumers’ willingness to order and pay for the program. Based on our findings and research conclusions, we proposed several recommendations to improve the delay compensation service program.

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Customer’s Perception of Purchasing Process in the Internet- The Elements Influencing Customer’s Satisfaction

Kaczor

Kossecki

2008

SSRN Journal

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Who and How Should Build the Trust in eCommerce? Research of Polish Internet Shops

Cited by 5 publications

References 1 publication

Factors Determining Italian Online Shoppers’ Preference of Cash on Delivery: Empirical Analysis

Factors Determining Italian Online Shoppers’ Preference of Cash on Delivery: Empirical Analysis

Evaluating Consumers’ Willingness to Pay for Delay Compensation Services in Intra-City Delivery—A Value Optimization Study Using Choice

Customer’s Perception of Purchasing Process in the Internet- The Elements Influencing Customer’s Satisfaction

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