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The Role of Online Experience in the Relationship Between Service Convenience and Future Purchase Intentions.
- Source :
- Journal of Internet Commerce; Apr-Jun2023, Vol. 22 Issue 2, p244-271, 28p, 2 Diagrams, 10 Charts
- Publication Year :
- 2023
-
Abstract
- This article investigates the effects of online convenience and shopping experience on consumer satisfaction and future purchase decisions by applying a different view to explain the customers' increasing experience with online shopping in the Chinese growing market. Data from 226 Chinese consumers used to buy online are used to analyze the proposed research model through Partial Least Squares Structural Path Modeling. The findings show that the intention to purchase is enhanced by customer satisfaction and shopping experiences and that satisfaction plays a mediating role in these relationships. Additionally, the results show that search and post-possession dimensions have the most influence on online shopping convenience. In contrast, access (ACC), transaction (TRA), and possession (POS) convenience have an indirect negative impact on future purchase intention. The findings offer actionable guidance to online retailers wanting to enhance customer satisfaction and promote future purchase intentions by helping retailers who are doing business or planning to do business online in China. Offering additional suggestions on how to foster online satisfaction, the study's conclusions help improve the effectiveness of e-commerce strategy. The current study also extends previous work on service convenience by validating the impact of online shopping convenience (SCV) on customer satisfaction and repurchase intention. [ABSTRACT FROM AUTHOR]
- Subjects :
- RESEARCH
ELECTRONIC commerce
JUDGMENT (Psychology)
ACQUISITION of property
CONSUMER attitudes
REGRESSION analysis
COGNITION
DISCRIMINANT analysis
EXPERIENCE
SURVEYS
SHOPPING
RESEARCH funding
QUESTIONNAIRES
DESCRIPTIVE statistics
INTENTION
STATISTICAL correlation
STATISTICAL sampling
DATA analysis software
PATH analysis (Statistics)
CUSTOMER satisfaction
Subjects
Details
- Language :
- English
- ISSN :
- 15332861
- Volume :
- 22
- Issue :
- 2
- Database :
- Complementary Index
- Journal :
- Journal of Internet Commerce
- Publication Type :
- Academic Journal
- Accession number :
- 162670993
- Full Text :
- https://doi.org/10.1080/15332861.2022.2045767