Antecedents and consequences of online customer satisfaction: A holistic process perspective

Abstract

This paper examines the determinants and consequences of online customer satisfaction by considering the entire online shopping experience, based on data collected from our survey of UK consumers in 2016. We found evidence that post online purchase experiences includ ing experiences with order fulfilment, ease of return and responsiveness of customer service are the most significant contributors to online customer satisfaction. Security assurance, customisation, ease of use, product information and ease of check-out, all have signific a nt impact but at much lower levels. The effect of website appearance on customer satisfaction is not significant. Our findings show that online customer satisfaction leads to repurchase intention, and a likelihood of making positive recommendations to others, but not willingness to pay more. We also found the effects of product information, customisation, order fulfilme nt and responsiveness of customer service on customer satisfaction are stronger for experience products than search products, while there is no significant difference in the effects of other determinants for search products and experience products. Several theoretical and manageria l implications are provided, based on our findings.

Will Consumers Pay More for Efficient Delivery? An Empirical Study of What Affects E-Customers’ Satisfaction and Willingness to Pay on Online Shopping in Bangladesh

“…Although the importance of e-commerce in Bangladesh has been widely acknowledged, little empirical research in literature has documented its effect on customer behavior in Bangladesh. Some studies have narrowly investigated the link between online shopping satisfaction and WTPM [71][72][73], while our study explored differences the effect of delivery efficiency, cost-saving efficiency, and online purchase experience on online shopping satisfaction, repurchase intention, and willingness to pay in the virtual environment by spotlighting the key relationships of the online shopping model. Our findings suggest that delivery efficiency, cost-saving efficiency, and online purchase experience are stronger drivers on online shopping satisfaction in the virtual environment.…”

“…Also, Srinivasan [78] found evidence of a positive effect on customer satisfaction on WTPM. Online customer satisfaction is a key motivator of willingness to pay on online shopping platforms [73]. Based on this discussion, we propose that customer satisfaction positively influences the WTPM in the context of online shopping (H4).…”

“…We also explore numerous possible indirect antecedents of willingness to pay, including delivery efficiency, cost-saving efficiency, and online shopping experience, and analyze these three indirect antecedents with the findings of empirical research using structural equation modeling (SEM). Several existing studies have examined the effect of consumer satisfaction on WTPM [71][72][73], which refers to the maximum amount of money a consumer is willing to spend on service or product [74][75][76]. Pham [73] revealed that shoppers are not WTPM, even when they are satisfied with an e-retailer, in their earlier shopping.…”

“…Several existing studies have examined the effect of consumer satisfaction on WTPM [71][72][73], which refers to the maximum amount of money a consumer is willing to spend on service or product [74][75][76]. Pham [73] revealed that shoppers are not WTPM, even when they are satisfied with an e-retailer, in their earlier shopping. However, [77] found that trustworthy shoppers have low-cost elasticities and are WTP a premium to continue shopping with their desired e-retailers rather than to incur additional search costs.…”

Çevri̇mi̇çi̇ Alişveri̇ş Ve Müşteri̇ Memnuni̇yeti̇ni̇n Araştirilmasi: Web Tasariminin Rolü

“…Çevrimiçi mağazaların tedarik ettiği bilgiler müşterilerin satın alma kararlarını vermelerinde destekler sunar (Pham ve Ahammad, 2017). Güncel, ilgili, yeterli ve anlaşılması kolay bilgi müşterilerin iyi bir seçim yapmasına yardımcı olur (Wang ve Strong, 1996).…”