Measuring service convenience and its impact on satisfaction towards online shopping in India

Bhatt, Kedar; Khokhar, Faizanali

doi:10.1504/ijbem.2020.111727

Cited by 1 publication

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“…When it comes to B2C e-marketing, Herliani and Rofianto (2020) mentioned that satisfaction is the accomplishment of necessities, objectives or tendencies in the aspects of product or services, prices, places or channel, and promotion or distribution. Bhatt and Khokhar (2020) explained customers' satisfaction as the sensational determination by customers in reaction to the majority of later experiment with an e-retailer. In the B2C retail context, it can be inferred that consumer satisfaction is the total appraisal of a consumer's overall shopping and consumption experience with products or services in a particular e-market (Xu, 2020).…”

Section: Customers' Satisfactionmentioning

confidence: 99%

Investigation to determine elements influencing customer's satisfaction in the B2C electronic retailing marketplaces

Ehsani

Hosseini

2021

EMJB

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PurposeTaking the perfect perspective of customers' satisfaction, this paper aims to investigate the elements affecting customer satisfaction in business-to-consumer (B2C) online retailing stores, which are divided into five non-monetary dimensions: trust, order fulfillment, website construction, excitement and interaction.Design/methodology/approachDue to distinguishing the suitability of the data, the authors used exploratory factor analysis (EFA). Next, the authors utilized confirmatory factor analysis (CFA) to check their validity. Then, the authors applied Cronbach's alpha to check the reliability of the elements. After that, the authors combined these five elements with structural equation modeling (SEM) to make a model. The authors also performed Friedman tests to prioritize the elements.FindingsThe results indicate that each element is undeniably significant and has an extraordinary impact on customers' satisfaction evaluation. Therefore, system providers and electronic retailers need to consider them on their websites to achieve marketing goals in the competitive online environments.Originality/valueElectronic commerce has resulted in an essential change in B2C marketing, especially in the electronic retailing industry. Online suppliers need to satisfy their customers to receive competitive advantages and increase their income. The purpose of this study is to research the elements affecting customers' satisfaction in B2C online retailing stores.

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Section: Customers' Satisfactionmentioning

confidence: 99%