Factors influencing online shopping behavior of university students

e-RetailTest: Scale to Assess the Attitude of Consumers towards E-Commerce in the Retail Sector

“…The e-RetailTest scale was built based on theoretical models that determine customer perceptions of their attitude towards online purchases in the retail sector [22,28,30,[37][38][39][40][41][42][43][44][45][46][47][48][49][50][51][52][53][54]63,64], therefore, these perceptions are determined, among others, by five variables present in the online purchase process: (a) Quality of web design, for which eight items were established and aimed at measuring the design of the information, specifically, the way in which the information published on the website is organized [37][38][39][40]; (b) Risk at the time of making a purchase, for which four items were established that evaluate the uncertainty and unpredictable consequences that customers experience at the beginning of a purchase process [41,42]; (c) Customer service, determined by three items that evaluate the action that leads to effective communication between the company representative and the online customer [40,[44][45][46]; (d) Security, which has three items and measures the customer's perception of privacy, protection, and trust throughout the purchase process [47][48][49] and (e) Satisfaction, represented by two items that evaluate the positive attitude of the customer regarding the service received and their expectations and that succeeds in promoting repurchase behavior [50]…”

“…The scale has a total of 20 items that are evaluated using a Likert scale, in a range of 1 to 5 points, corresponding to the categories that go from "totally disagree" to "totally agree", respectively. The scale was developed based on the updated literature regarding the variables present in an online purchase process that impact consumer attitudes, web design quality [28,[37][38][39]54,55], perceived risk [22,30,[41][42][43], customer service [45,50,54,55], safety [41,48], and satisfaction [29,36,37,40,53,55].…”

“…Additionally, the design of the information basically refers to the way in which the information published on the website is organized [39]. It is in this way that platforms focused on electronic commerce play a fundamental role in improving the quality of customer service through websites; that is, the design and quality of the websites can increase or decrease the purchase intentions of consumers [40].…”

“…Various researchers have studied the types of customer service based on the forms of communication [44], others have classified it into pre-sale, sale, and post-sale customer service [45]. Regardless of the type of service, it is important that there must be a good quality of customer service, since the subjective evaluation made by consumers regarding the interaction processes of the service will depend on it [40]; In this way, the interaction process is also understood as the existing communication between the company and the client, but with the support of electronic commerce platforms where clients can perceive the quality of service online [46].…”

Z Kuşaği Tüketi̇ci̇leri̇n on-Li̇ne Alişveri̇şe Yöneli̇k Deneyi̇mleri̇ni̇n Beli̇rlenmesi̇: Ankara Uygulamasi

“…Bu noktada web siteleri veya mobil uygulamalar günümüz tüketicileri için avantajlı alışveriş kanalları haline gelmiştir. On-line alışveriş, tüketicilerin mal ve hizmetleri internet üzerinden ağ tarayıcı kullanarak satıcıdan almasını sağlayan bir e-ticaret şeklidir (Kumar, Saini ve Hans, 2019). Her geçen gün on-line alışveriş deneyimleyen tüketici sayısında önemli bir artış olmaktadır.…”