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How convenient is it? Delivering online shopping convenience to enhance customer satisfaction and encourage e-WOM

2018Journal article Restricted access
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dc.contributor.authorDuarte, Paulo
dc.contributor.authorSilva, Susana
dc.contributor.authorFerreira, Margarida Bernardo
dc.date.accessioned2018-10-11T14:42:23Z
dc.date.available2018-10-11T14:42:23Z
dc.date.issued2018
dc.description.abstractThe purpose of this article is to identify which dimensions of online convenience affect consumers’ intention of using online shopping and explore a conceptual model to measuring consumer perceptions of online shopping convenience in order to surpass the shortcomings of previous studies that did not examine the consequences of convenience shopping experience. A sample of 250 Portuguese young individuals participate in the empirical study. Confirmatory Factor Analysis (CFA) and a covariance-based Structural Equation Model (CB-SEM) were used to validate the measurement model and to test the relationships in the model. The results reveal that Possession, Transaction, and Evaluation are the dimensions with more influence in online shopping convenience. The outcomes of this study extend previous works on online convenience and help to understand which factors drive online satisfaction and enhance behavioral intentions and e-WOM. Contributions to the body of knowledge and the implications for e-commerce retailers are presented. In face of the findings, retailers should be conscious that customer expectations of online convenience have increased as a natural response to the service innovations introduced by website managers and marketers. Therefore, frequent monitoring of consumers’ perceptions and expectations about online convenience is a prerequisite for achieving continuous improvement in rendering highly convenient online service.pt_PT
dc.description.versioninfo:eu-repo/semantics/publishedVersionpt_PT
dc.identifier.doi10.1016/j.jretconser.2018.06.007pt_PT
dc.identifier.urihttp://hdl.handle.net/10400.6/6246
dc.language.isoengpt_PT
dc.peerreviewedyespt_PT
dc.relation.ispartofseriesJune;
dc.subjectOnline conveniencept_PT
dc.subjectOnline shoppingpt_PT
dc.subjectSatisfactionpt_PT
dc.subjectBehavioral intentionpt_PT
dc.subjectE-WOMpt_PT
dc.subjectOnline consumer behaviorpt_PT
dc.titleHow convenient is it? Delivering online shopping convenience to enhance customer satisfaction and encourage e-WOMpt_PT
dc.typejournal article
dspace.entity.typePublication
oaire.citation.endPage169pt_PT
oaire.citation.startPage161pt_PT
oaire.citation.titleJournal of Retailing and Consumer Servicespt_PT
oaire.citation.volume44pt_PT
person.familyNameDuarte
person.familyNameSilva
person.givenNamePaulo
person.givenNameSusana C.
person.identifierE-2200-2014
person.identifier.ciencia-id6211-A867-20E2
person.identifier.ciencia-id5818-1A55-F727
person.identifier.orcid0000-0001-8449-5474
person.identifier.orcid0000-0001-7979-3944
person.identifier.ridB-3914-2011
person.identifier.ridE-2200-2014
person.identifier.scopus-author-id25824785800
person.identifier.scopus-author-id37076829400
rcaap.embargofctExigência da Editorapt_PT
rcaap.rightsclosedAccesspt_PT
rcaap.typearticlept_PT
relation.isAuthorOfPublication6e00def0-31fa-4341-be84-2b1e521fa2af
relation.isAuthorOfPublication0eff4035-19ed-43c9-9ec7-1c61219fdfd2
relation.isAuthorOfPublication.latestForDiscovery6e00def0-31fa-4341-be84-2b1e521fa2af

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