Online Consumer Satisfaction During COVID-19: Perspective of a Developing Country

Abstract

A conceptual model based on the antecedents and consequences of online consumer satisfaction has been proposed and empirically proved in this study. Data were collected during Smart Lockdown of COVID-19 from 800 respondents to observe the difference between perceived and actual, and direct and indirect e-stores. Confirmatory factor analysis was used to observe the validity of the data set. The structural equation modeling technique was used to test the hypotheses. The findings indicated that consumers feel more satisfied when they shop through direct e-store than indirect e-store, whereas their perception and actual experience are different. Implications have also been added to the study.

The Impact of ‘Compulsory’ Shifting to Use e-Services during COVID-19 Pandemic Restrictions Period on e-Services Users’ Future Attitude and Intention “Case Study of Central European Countries/Visegrád Group (V4)”

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Is There a Link Between Green Human Resource Management and Consumer Buying Behavior? The Moderating Role of Employee Diffidence

“…This movement has also given rise to the expansion of a new segment, i-e, environmentally concerned consumers, also known as green consumers, engaged in green behaviors ( Finisterra do Paço and Raposo, 2010 ). Consumer buying behavior is defined as “the buying behavior of final consumers individuals and households that buy goods and services for personal consumption” ( Kotler and Armstrong, 2010 , p.159; Rao et al, 2021 ). Researchers ( Cherian and Jacob, 2012 ; Woo and Kim, 2019 ; Rodrigues et al, 2021 ) identified factors influencing consumers’ buying behavior toward environmentally friendly services.…”

Millennials' online perceptions: the role of cultural characteristics in creating e-loyalty

“…The current issue and full text archive of this journal is available on Emerald Insight at: https://www.emerald.com/insight/2050-3806.htm services they are thinking about buying (e.g. Jiang et al, 2013;Rao et al, 2021). They also consider the reviews of experienced consumers when shopping online.…”