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The antecedents of customer satisfaction and its link to complaint intentions in online shopping: An integration of justice, technology, and trust

Ing-Long Wu
2013 International Journal of Information Management  
Complaint behaviors are critical to maintaining customer loyalty in an online market. They provide insight into the customer's experience of service failure and help to redress the failures.  ...  It is important to examine the antecedents of customer satisfaction and its link to complaint intentions. Online shoppers are both buyers of products/services and users of web-based systems.  ...  Concentrating on the issues of justice, technology-based features in ECM and trust, this study proposes an integrated research model to increase understanding of the major drivers of customer satisfaction  ... 
doi:10.1016/j.ijinfomgt.2012.09.001 fatcat:yvpf2ego5jfijiuvjx2da2inv4

Risk Reduction Strategies in Online Shopping: E-trust Perspective

Angeliki Vos, Catherine Marinagi, Panagiotis Trivellas, Niclas Eberhagen, Christos Skourlas, Georgios Giannakopoulos
2014 Procedia - Social and Behavioral Sciences  
Perceived risks affect all purchase decisions and consumers' behavior, by deterring them to buy. These risks come from the lack of trust of shoppers toward online vendors' credibility.  ...  A framework for a field research is also given in order to identify the causal relationships between electronic service quality and e-loyalty, e-satisfaction and e-trust.  ...  Introduction The online shopping is a process of electronic commerce whereby customers directly contact with e-vendors and thereby they can buy goods or services from an online store (Chaffey, 2009, p  ... 
doi:10.1016/j.sbspro.2014.07.122 fatcat:7prwikwtlfeg7edharxc5hgecy

Factors That Shape the Intention to Use E-Wallet Electronic Payments on Online Shop Consumers

Bagas Dwi Purnanto, I Made Sukresna
2022 South Asian Research Journal of Business and Management  
on consumer loyalty and intention to use e-wallet payment has a positive and significant effect on consumer loyalty.  ...  The results showed that perceived benefits had a positive and significant effect on consumer loyalty, perceived benefits had a positive and significant effect on intentions to use e-wallet, technical support  ...  The current research is an important contribution to the theory of customer loyalty intentions by integrating perceptions of fairness, trustworthiness, and the two main variables of TAM, namely perceived  ... 
doi:10.36346/sarjbm.2022.v04i02.002 fatcat:b7yxoi2innaavpwrb5hgeyggea

Factors Affecting Consumer Participation In Online Shopping In Malaysia: The Case Of University Students

Mohammed Shamsul Chowdhury, Nadiah Ahmad
2012 European Journal of Business and Economics  
Since lack of trust has remained one of the barriers to online shopping, this study is intended to explore the factors that affect the perceptions of trust for students' intent to participate in online  ...  The regression analysis in this study clearly supported trust and integrity, which had significance influence towards consumer participation.  ...  Following the Theory of Planned Behaviour our research model is adhered to trust factor affecting online shopping intention.  ... 
doi:10.12955/ejbe.v5i0.171 fatcat:nbetalozdfgkxdm4iz3pu3q6z4


Dr. Anand Byram
2021 Information Technology in Industry  
to which the online shopping customer have faith in that shopping will be free. the effect of the price perception and found impact of price perceptions on behavioral-intention. privacy is a conscious  ...  An innovative technology application that creates textures of real store shopping experience may generate a rapid momentum in the e-retailing sector.  ...  According to Davis (1989) , the Technology Acceptance Model (TAM) is a common theory that is examined for technology acceptance.  ... 
doi:10.17762/itii.v9i1.275 fatcat:f3zk3e4ltvdctdqef652ozd4ku

Consumer Perception and Behavioral Intention in Apparel E-Shopping: A Study on Chinese College Students

Pei Li, Jianhui Chen, Ziyang Liu
2017 Journal of Fashion Technology & Textile Engineering  
On the basis of technology acceptance model, the researchers examined the consumer's perception, perceived from their satisfaction and online shopping usefulness, and tested the behavioral intention on  ...  Fourthly, the usefulness of online shopping significantly affected the repurchase intention but did not relate to the online co-design intention.  ...  Literature Review and Hypotheses Technology acceptance model study The study is based on the theory of technology acceptance model (TAM) as shown in Figure 1 , which can be used to predict the users  ... 
doi:10.4172/2329-9568.1000147 fatcat:zzjdxhrmfzftlebzxjvshow6wm


Ramón Barrera Barrera, Antonio Navarro García, Borja Sanz Altamira
2017 International Journal of Business and Society  
The model proposed is based on the service quality-satisfaction-loyalty intention chain and it is evaluated through a sample of 718 online shoppers.  ...  : Electronic Service Quality; Online Shopping Behavior; Satisfaction; Loyalty Intentions.  ...  shopping will be greater when no incident occurs and this will therefore increase their loyalty toward the Website.  ... 
doi:10.33736/ijbs.521.2016 fatcat:sersmdqzcnel3lff6v4tpy7qcm

Factors Affecting E-Shopping Behaviour: Application of Theory of Planned Behaviour

Honglei Tang, Zeeshan Rasool, Mohsin Ali Khan, Ahmad Imran Khan, Farooq Khan, Hina Ali, Anum Afzal Khan, Syed Arslan Abbas, Beata Łabuz-Roszak
2021 Behavioural Neurology  
This empirical study is aimed at investigating the perceived effect of website trust on E-shopping intentions and behaviour, drawing upon the theory of planned behaviour (TPB).  ...  Data were collected through self-administered questionnaires from working adults who shop for garments online. Structural equation modelling was used to evaluate the model fit and assumptions.  ...  Acknowledgments This study is supported by the National Statistical Science Research project (2021LY059) and the Pre-Study of Humanities and Social Science of Huzhou University (2020SKYY15).  ... 
doi:10.1155/2021/1664377 pmid:34858540 pmcid:PMC8632471 fatcat:t725bymkl5hvbe4g4us6fvzalq

Negative Word of Mouth and Online Shopping: Examining the Role of Psychological Contract Violation, Trust and Satisfaction

Sana Mehmood, Yasir Rashid, Salman Zaheer
2018 Pakistan Journal of Commerce and Social Sciences  
Therefore, building on Stimulus-Organism-Response (S-O-R) model and PCV theory, this study examined the direct impact of PCV on NWOM through the mediating mechanism of trust and satisfaction.  ...  These findings mainly contribute in the field of online retailing and suggest ways such as avoiding delivery delay of product, variation in quality of product, making it easy for customer to claim refund  ...  Additionally, as an alternative, trust and satisfaction has been integrated as psychological organismic states in S-O-R model and they influence behavioral intentions of customers by serving as mediators  ... 
doaj:888bc1bca4814858af8eb85a9f046032 fatcat:bd7opecvjzaincbpsyxv5urtoi

Technology acceptance model and the paths to online customer loyalty in an emerging market

Nguyen Thi Tuyet Mai, Takahashi Yoshi, Nham Phong Tuan
2013 Tržište  
The technology acceptance model (TAM) has been well-known for decades.  ...  and customer loyalty.  ...  TECHNOLOGY ACCEPTANCE MODEL AND THE PATHS TO ONLINE CUSTOMER LOYALTY IN AN EMERGING MARKET UDK 004.738.5:339](597) ■ Vol.  ... 
doaj:692dcf6b23ca4e70a3dae652f56ff765 fatcat:ol5ejbocgjdy7jnskag2nzm63i

Factors Influencing Consumer Brand Choice Service Tailoring Shop in Thailand, Focusing on Ermenegildo Zegna, Brioni and Local Brand

Sumas Wongsunopparat, PhD, Johnson Graduate School of Management. Cornell University, United States of America MBA, Tepper School of Business,Camegie Mellon University, United States of America
2022 Journal of economics, finance and management studies  
Understanding how Marketing Mixed affects customer happiness and purchase decisions is especially important.  ...  Data was collected at random online through 346 legitimate questionnaires, and data was analyzed using cross tabulation and multinomial logistic regression.  ...  Accepting this concept requires persons who believe in the stimulus-response theory to set an example.  ... 
doi:10.47191/jefms/v5-i1-04 fatcat:xrsyzedpv5bozlihw6ghd7263e

Sustainability of China's Singles Day Shopping Festivals: Exploring the Moderating Effect of Fairness Atmospherics on Consumers' Continuance Participation

Jingyu Li, Anding Zhu, Dongsheng Liu, Wenmin Zhao, Yi Zhou, Yahui Chen, Yanni Liu, Nan Sun
2020 Sustainability  
Singles Day Shopping Festival (SDSF) is one of the most influential online sales events in China.  ...  This study empirically examined the antecedents of continuous participation intention by employing both expectation-confirmation theory (ECT) and stimulus-organism-response (SOR) model to reveal that promotion  ...  Research Model and Hypotheses Development The authors develop an integrated SOR-ECT model (as shown in Figure 1 ), which identifies determinants of continuance participation intention to SDSFs, and the  ... 
doi:10.3390/su12072644 fatcat:canpyz53s5hcvhbejnjfzewtg4

Determinants of online shopping: Examination of an early-stage online market

Yehoshua Liebermann, Shmuel Stashevsky
2009 Canadian Journal of the Administrative Sciences  
Our framework enhances understanding of the factors affecting consumers' online shopping behaviour, aides in profi ling typical electronic shoppers, and may help practitioners develop more personalized  ...  A conceptual framework intended to predict the number of online purchases made by Internet users in an early stage market is presented and examined using data collected in Israel.  ...  Liebermann and Stashevsky (2002) Kumar et al. (2004Kumar et al. ( /2005 Liebermann and Paroush (1982) Yang and Jun (2002) Teo and Yu (2005 (2002) Brown (2001) Cheung et al. (2005) Yoon and  ... 
doi:10.1002/cjas.121 fatcat:gbqdaknaxfhczc7deyl4kzob3a

Factors Influencing on Consumers' Online Shopping Behaviors in Vietnam and Taiwan

Yi Hsu, HuuKhanh Le
2020 International Journal of Business and Social Science  
Risk, Convenience Risk, Non -Delivery Risk and Return Policy have insignificant influence on online shopping behaviors of customers.  ...  The results showed that the negative factors affecting shopping intent were no longer critical and gradually improved by online shopping companies.  ...  This will reduce the rate of abandoned shopping carts, build customer loyalty, and show a true understanding of customer needs.  ... 
doi:10.30845/ijbss.v11n10p16 fatcat:ggsucjdhbvatfdld3yoe2jd4fy

Why Costumers Have The Intention to Repurchase at Coffee Shops in Bogor? Explaining The Role of Social Media Marketing, Dining Atmosphere, and Relationship Marketing

Alim Setiawan, , ,, Caesavela Almas, Dikky Indrawan
2021 Jurnal Manajemen & Agribisnis  
This study aims to determine the impact of relationship marketing, social media marketing, and dining atmosphere on customer trust and repurchase intention.  ...  Relationship marketing had the greatest influence on customer trust in local coffee shops. In contrast, the dining atmosphere did not affect repurchase intention.  ...  It is recommended to conduct the research not only limited to some coffee shops in one location but also in another location to make a variety of the data.  ... 
doi:10.17358/jma.18.3.252 fatcat:egpe34zkcbfyfgrwavpybt3qyq
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