The rapid growth of online purchasing in recent years has emphasized the accompanying role of home delivery service provided by delivery personnel in ensuring customer satisfaction. On-time delivery, ...better service, generating positive customer perceived value, and trust towards service providers are influential factors that contribute to customer satisfaction. The aim of the study was to investigate the effects of service quality of home delivery personnel and perceived value on customer satisfaction, with trust playing an intervening role. It was conducted in Dhaka, Bangladesh, a less developed country with a new but rapidly growing digital sector. Data was collected from 259 respondents who received home delivery service, using a structured questionnaire. The conceptual model was analysed using partial least square structural equation modelling (PLS-SEM) with SmartPLS tool. The findings revealed that service quality, customer perceived value, and trust influenced customer satisfaction. The relationship between service quality and customer satisfaction and the relationship between customer perceived value and satisfaction were both partially mediated by trust. The findings contribute to the development and validation of a trust-based satisfaction model by extending the SERVQUAL model to incorporate perceived value in the presence of trust, while complying with expectation disconfirmation theory This study provides insights for managers to develop reliability and build trust in their service delivery personnel.
Theoretical framework: The study measures influence of the independent variables such as product price, quality, brand image, data privacy concerns, and cultural dimension (UAI) over the past couple ...of years of the pandemic. The proposed conceptual framework has one dependent variable (online customer purchasing behaviour) and one mediator (online customer purchasing intention). Covid 19 Pandemic is hypothesized to moderate the relationship between the mediator and the dependent variable.
Design/Methodology/Approach: The authors used inferential statistics to accomplish the purpose of the research. Via quantitative analysis using the SPSS, the factors that influence online shopping have been revealed by gathering and analysing data obtained over web-based surveys. The authors approached 500 respondents from the 12th of April 2021 to the 5th of June 2022 and got close to a 73% response rate, 364 responses.
Findings: The results exhibit that all mentioned factors except brand image and data privacy concerns have a momentous and significant relationship with consumers’ online shopping behaviour which further gets stronger due to the moderating effect of Covid-19.
Research practical and social implications: The study contributes to the existing literature and theories in terms of monitoring online customer purchase behaviour. The findings will also help companies to develop and enhance their current CRM strategy and innovations to manage online shopping behaviour and achieve their commercial targets.
Originality/Value: The value of this study lies in its contribution to an understanding of online purchase behaviour, particularly in the context of the Covid-19 pandemic. By identifying influential factors and exploring their impact, the findings provide actionable insights for companies to adapt to changing consumer behaviours.
Drawing on social learning theory, this study investigates the relationship between (hedonic & utilitarian motivations) and online purchase intention (OPI) under Chinese social commerce environment. ...Additionally, two moderators (eWOM & social values) and one mediator (customer engagement) were used in the relationship between (hedonic & utilitarian motivations) and OPI. A conceptual model including ten hypotheses was developed and tested based on 585 valid questionnaires. The result indicates that utilitarian and hedonic motivations positively affects OPI. In addition, the eWOM and social value significantly and positively moderates the relationship between (hedonic & utilitarian motivations) and OPI. Finally, two motivations (hedonic and utilitarian) and OPI significantly mediated by customer engagement. Implications for managers are discussed in the manuscript – how e-venders manage the online websites activates to improve the consumer purchase intention.
This paper proposes a model for the formation of online purchase intention based on perceived value, trust and the antecedents of perceived security and privacy, using the model proposed by Ray, Ow, ...and Kim (2011) extended to cover third-party assurance seals and related constructs, and examines the influence on trust of consumers' perceived information quality, privacy, and security. A total of 451 individuals participated in an experiment. The partial least squares technique was applied to data collected via a questionnaire to test the proposed model. The results indicate that online purchase intention depends on perceived value and trust. The main predictors of perceived trust are perceived information quality and perceived security. Consumers' perceived security depends on vendor reputation, website investment, third-party assurance seals, understanding of third-party seals, privacy and security policies, familiarity with the website, Internet privacy concerns, and disposition towards third-party certification.
•We analyze the effects of assurance on trust antecedents in travel website.•Trust depends on perceived information quality and perceived security.•Security is mainly affected by reputation, investment, third-party assurance seals.•Online purchase intention is influenced by perceived value and trust.
Prior research has mostly examined consumer attitudes toward online services/retailing in general and a few researchers have addressed consumer experiences with online food delivery (OFD) services. ...The purpose of this study is to examine the structural relationship between convenience motivation, post-usage usefulness, hedonic motivation, price saving orientation, time saving orientation, prior online purchase experience, consumer attitude and behavioral intention towards OFD services. The study proposes an integrative theoretical research model based on the Contingency Framework and Extended Model of IT Continuance. 224 valid questionnaires were collected to empirically test the research model using the partial least square (PLS) path modeling approach. The results imply that the proposed hypotheses were supported, except for the relationship between prior online purchase experience and post-usage usefulness. Practical implications and limitations are discussed.
Note: Attitude towards online food delivery services (AODS). Behavioral intention towards online food delivery services (BIOFDS). Display omitted
Prior studies investigate factors that affect consumer preferences in online shopping websites. However, prior studies, due to their methodological limitations, do not thoroughly investigate consumer ...preference structures that reflect the relative importance of attributes and features of shopping websites. By synthesizing prior literature, this research proposes and investigates a comprehensive list of attributes and features of shopping websites that increase consumer purchase intention. This research used IT-based platforms for data collection, and collected data from university students. Data analysis enabled us to categorize consumers that use online shopping websites into three groups based on the attributes they prefer. Consumers with different levels of computer expertise also showed differing preference structures. This research has implications in both research and practice.
The study aims to explore specific factors that affecting the satisfaction of customers buying food with last- mile delivery service on e-commerce platform in Vietnam. The authors develop a research ...model consisting of 5 independent variables: service capacity of the transport unit, complaint and refund policy, freight cost, the factor about delivery staff, the form of goods upon receipt. The research apply simple random sampling method then conduct data analysis after collecting a sample size of 295 by SPSS 2.0 software. The research model explains 60.9% of the overall relationship of the above 5 factors with the satisfaction of last-mile delivery service when purchasing food. Implications and recommendations for further research are also discussed. The authors also propose some solutions to boost customer satisfaction when buying food for last- mile delivery services on the e-commerce platform.Abstrak dalam Bahasa Indonesia.Penelitian ini bertujuan untuk mengeksplorasi faktor-faktor spesifik yang mempengaruhi kepuasan pelanggan yang membeli makanan dengan layanan pengiriman last-mile pada platform e-commerce di Vietnam. Penulis mengembangkan model penelitian yang terdiri dari 5 variabel bebas: kapasitas pelayanan unit angkutan, kebijakan komplain dan refund, biaya angkut, faktor petugas pengiriman, bentuk barang setelah diterima. Penelitian menggunakan metode simple random sampling kemudian melakukan analisis data setelah terkumpul sampel sebesar 295 dengan software SPSS 2.0. Model penelitian menjelaskan 60,9% dari keseluruhan hubungan 5 faktor di atas dengan kepuasan pelayanan pesan antar jarak jauh saat membeli makanan. Implikasi dan rekomendasi untuk penelitian selanjutnya juga dibahas. Penulis juga mengusulkan beberapa solusi untuk meningkatkan kepuasan pelanggan saat membeli makanan untuk layanan pengiriman jarak jauh di platform e-commerce.
The literature indicate that when flow is approached as unidimensional, its effects on online purchase intention are always positively significant, however the results of the studies where the flow ...is approached as a multidimensional level, is far from indicating a general tendency. The inconsistent results appeared in the literature are regarded as a result of overlooking both the utilitarian and hedonic significance of research context and the hedonic and utilitarian characteristics of the flow's sub-dimensions. In this direction, the effects of flow on online purchase intention are examined upon consideration of those two factors. Research's data were gathered via e-mail survey from an online shopping website's database. A total of 490 samples obtained in this study were analyzed with structural equation modeling. The results indicates that the flow's most valuable antecedent is feedback in the context of online purchase. The dimensions of “enjoyment”, “perceived control” and “merging of action and awareness” has positive and time distortion has negative significant effects on online purchase intention. However, no significant effects of the concentration and curiosity on online purchase intention were determined.
