This study proposes a conceptual model to understand the factors that increase customer satisfaction through omnichannel retailing. The objective of this study is to review the customer relationship literature within the context of the omnichannel retailing perspective. The customer shopping experience is enhanced by providing channels and touchpoints that are emerged during their shopping journey. The ideas are to rejuvenate, revitalize, and increase customer satisfaction during their shopping journey either at the store (offline) or through online shopping platforms. One of the disruptive digital innovations in retailing is Omnichannel Retailing. Retailers strive to provide customers with an easy, smooth, happy, joyful, and relaxed shopping experience. Digitalization brings retail business into a new era and has profoundly and positively affected the business' strategy. With the widespread use of smartphones worldwide, retailers have adopted many new innovative and disruptive retail business models. Based on these findings, recommendations were offered that will hopefully enhance online shopping.Ĭustomer satisfaction is one of the success factors for many retailers. Significant differences were found between the income and hedonic value of online shoppers. The experience of hedonic value for male online shoppers was slightly lower than for females. The ability to judge product quality and compare its quality emerged as a concerning risk factor to customers. Considerable effort is essential to win the trust of online shoppers in South Africa. However, the overall hedonic experience was inadequate in providing dimensions such as escape, learning experience, adventure-seeking, and fun activities. The results of the study show that online shopping provides a promising avenue for consumers to find the latest products and services. A total of 164 usable questionnaires were included in the final quantitative data analysis. Data was collected through an online survey in South Africa of consumers who has shopped online from 2019 to 2020. Furthermore, the study sought to investigate whether the respondents of different gender, age, education, and income have different online shopping experience (hedonic value, trust, and risk). The purpose of this quantitative study is to investigate the experiences of online shoppers as regards hedonic value, trust, and risk associated with their online shopping. Furthermore, the findings presented in this research could also provide practical implications for the merchants or marketers to strengthen their impulse buying strategy. In sum, the findings of this study could provide valuable insights for mobile payment applications designers (e.g., E-wallet) in better understanding users' preferences for E-wallet. This study found that consumers' impulsive buying behavior positively impacted satisfaction, indicating that consumers making unplanned purchases using E-wallet would positively influence their satisfaction towards E-wallet. Subjective norms and visual appeal positively influence perceived enjoyment. The results obtained from 199 valid online questionnaires show that the perceived enjoyment of using an E-wallet positively affects users' impulse buying behavior. This study adopts the Stimulus-Organism-Response (S-OR) Model to examine the impact of users' E-wallet usage behavior on impulse buying. The interesting attributes associated with this study are hedonic shopping motivation and impulse buying that mediate the relationship between website quality and customer satisfaction of online shopping in Indonesia's marketplace.Ĭonsumer's impulsive behavior affects the sales and revenue of the merchants or businesses. The findings of this study indicate that the nine proposed hypotheses are accepted, positively and significantly, directly or indirectly, which are supported by previous research to reinforce the findings that have been found. The statistical testing tool used is SPSS 26.0, with the effect between variables determined using Partial Least Square (SmartPLS 3.0). This is a structural equation research with data obtained from 177 students through an online questionnaire using a five-point Likert scale the selection criteria is having shopped online from various universities in Indonesia. Eight online marketplaces are the focus of this research. The purpose of this research is to examine the effect of website quality, hedonic shopping motivation, and impulse buying on customers' satisfaction of online shopping in Indonesia. Currently online activities provide opportunities for customers to get the desired needs. The sophistication of technology information has led to a series of innovative activities in the economy, particularly in buying and selling products and services both conventionally and online.
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