Linking service convenience to satisfaction: dimensions and key moderators

Benoit, Sabine; Klose, Sonja; Ettinger, Andreas

doi:10.1108/jsm-10-2016-0353

Cited by 56 publications

(55 citation statements)

References 74 publications

(148 reference statements)

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“…The literature suggests that customer convenience is a multidimensional construct (Berry et al, 2002; Jiang et al, 2013; Duarte et al, 2018) and marketers need to know which dimension of convenience they should focus on for enhancing the pace of technology adoption and usage. The concept of online convenience was added to the marketing literature in recent years (Berry et al, 2002; Reimers and Chao, 2014).…”

Section: Introductionmentioning

confidence: 99%

Convenience Matter in Mobile Banking Adoption Intention?

Shankar

Rishi

2020

Australasian Marketing Journal

152

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The purpose of this study is to explore how different dimensions of online convenience impact mobile banking (m-banking) adoption intention. The findings from 432 banking users show that access convenience, transaction convenience, and possession/post-possession convenience predict m-banking adoption intention, with the chief driver being the possession/post-possession convenience. Further, results suggest that the intention to adopt m-banking leads to m-banking adoption and usage. These findings offer unique insights to banks about how to make m-banking platforms more convenient for enhancing the pace of m-banking adoption intention and usage. This study also makes several contributions to the mobile commerce and online convenience literature.

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Section: Introductionmentioning

confidence: 99%

Convenience Matter in Mobile Banking Adoption Intention?

Shankar

Rishi

2020

Australasian Marketing Journal

152

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“…This study expanded Terblanche's (2018) framework by adding two additional variables, namely convenience (Seiders et al, 2005) and positive WoM (Bridson, Evans, & Hickman, 2008). Convenience was added due to its importance in enhancing customer satisfaction (Benoit et al, 2017;Nguyen et al, 2012). WoM is a powerful tool that businesses cannot underestimate as it can help businesses to retain existing customers while gaining new customers at the same time.…”

Section: Research Frameworkmentioning

confidence: 99%

“…Shopping enjoyment among consumers increased as their satisfaction against the store convenience increased (Reimers & Chao, 2014). Access convenience is less important for consumers on choosing the stores as consumers tend to switch stores based on the offers given by retailers (Benoit, Klose, & Ettinger, 2017). Availability of items are important to them as most customers do not visit several stores to get what they want (Hjelmar, 2011).…”

Section: Conveniencementioning

confidence: 99%

“…Search convenience, transaction convenience, and decision convenience are more applicable as these three aspects are found to enhance customer satisfaction level among consumers in the retail stores and service-based stores (Benoit et al, 2017;Nyuyen, DeWitt, & Russell-Bennet, 2012). Roy, Shekhar, Lassar, and Chen (2018) concluded that businesses; especially service-based businesses have to factor service convenience into their operation to ensure their customers undergo seamless experience from pre-consumption stage, consumption stage, and post-consumption stage.…”

Section: Conveniencementioning

confidence: 99%

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The Relationship Between Malaysian Supermarket In-Store Shopping Experiences and Positive Word-of-Mouth

Ing¹,

Ivan²,

Osman³

2019

IJMS

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Attitudinal loyalty such as customers’ willingness to spread positive words of mouth has received less attention compared to behavioural loyalty (e.g., reptronage intention) in retail studies, particularly in the context of supermarket. It is argued that supermarket consumers should be willingly share positive words of mouth when they are satisfied. The effect of Malaysian supermarket in-store experiences (convenience, merchandise value, internal shop environment, interaction with staff, merchandise variety, presence interaction with other customers, in-shop emotion) on customer satisfaction and mediating effect of customer satisfaction on the relationship between in-store experiences and positive WoM were examined. The results show significant relationship between customer satisfaction and willingness to spread positive WoM. Convenience and in store emotion have significant relationships with customer satisfaction, while the other in-store experiences have no significant effects on satisfaction. Customer satisfaction played mediation roles between the relationships between convenience, merchandise variety, interaction with staff and in store emotion with positive WoM. The findings provide useful insights to Malaysian supermarket retailers in understanding their target markets to encourage more positive WoM.

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“…Shopping enjoyment among consumers increased as their satisfaction against the store convenience increased. [22].and Access convenience is less important for consumers on choosing the stores as consumers tend to switch stores based on the offers given by retailers [23].…”

Section: Conveniencementioning

confidence: 99%

A Behavioral Study on Leisure Shopping Purchasing in Supermarket Setup

Madushani

Howshigan

2020

ARJASS

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Asian country retail sector blooming fast. Sri Lankan retail association expected a revolution in the retail sector. Recently Sri Lanka retail sector has been facing huge challenges with technology changes. Customers are more engaging with technology so in this situation, they are more informed toward their purchasing. Retailers use many strategies and tactics to attract customers and enhancing market shares. Most of the retailers have used 4ps strategies (product, price, place, promotions). Apart from those traditional retail strategies, retailers adopt more innovative strategies for getting customers. Recently they have engaged with enhanced retailers display settings, in-store initiatives, online listening strategies with digital marketing, build retail navigation with buzz marketing, enhancing merchandising windows display, and recently most of the retailers using curbside also to explore new retail features to customers.in addition to that retailers maintain good sales staff, using leverage social media like Facebook, Instagram, SMS marketing, email marketing, and online contest and referral retailer marketing and influence retailers' strategies. Sri Lanka retail sector accounts for approx. 34% of the country’s GDP,14% of the employments, and over 250 million. Footfall per annum thus contributing positively toward the national economy. Sri Lankan was ranked 12th in the global retail development index (GRDI). The supermarkets' service providers face competition to attract customers and enhance their shopping behavior, to increase retail market share. Therefore, supermarket service providers should be conscious of the leisure shopping factors affecting shopping behavior. This study aims to investigate the behavioral study of leisure shopping factors (wide choice, Atmosphere, Convenience, Salespeople, Location, promotional activity, merchandising policies) on customers' shopping behavior with regards to the retail industry. The objective of this study is to identify the level, relationship, and impact of leisure shopping factors on customer shopping behavior. This study was based on the customer's perspectives and their experiences with retail service. Data were obtained from a sample of 150 customers, and convenience sampling was used. The descriptive statistics, correlation, and regression analysis were used to analyses the data by using SPSS. The results revealed that leisure shopping factors have a significant impact enhance customer purchasing behavior. Same as, leisure shopping factors (wide choice, Atmosphere, Convenience, Salespeople, Location, promotional activity, merchandising policies) impact on customer buying behavior significantly through customer leisure shopping factors. The study contributes to existing Theoretical and practical knowledge by providing evidence regarding the relationship and impact between leisure shopping factors and customer buying behavior. The modern retail service providers, in Sri Lanka; it is growing rapidly with high competition between the service providers. Hence, this research has the potential to contribute to the overall modern retail service providers in terms of how to maintain long-term relationships between the service providers and their customers through the strategies of leisure shopping factors.

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Linking service convenience to satisfaction: dimensions and key moderators

Cited by 56 publications

References 74 publications

Convenience Matter in Mobile Banking Adoption Intention?

Convenience Matter in Mobile Banking Adoption Intention?

The Relationship Between Malaysian Supermarket In-Store Shopping Experiences and Positive Word-of-Mouth

A Behavioral Study on Leisure Shopping Purchasing in Supermarket Setup

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