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Journal articles on the topic 'Customer online experience'

Author: Grafiati

Published: 3 June 2025

Last updated: 31 July 2025

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1

Wong, Eugene, and Yan Wei. "Customer online shopping experience data analytics." International Journal of Retail & Distribution Management 46, no. 4 (2018): 406–20. http://dx.doi.org/10.1108/ijrdm-06-2017-0130.

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Purpose The purpose of this paper is to develop a customer online behaviour analysis tool, segment high-value customers, analyse their online purchasing behaviour and predict their next purchases from an online air travel corporation. Design/methodology/approach An operations review of the customer online shopping process of an online travel agency (OTA) is conducted. A customer online shopping behaviour analysis tool is developed. The tool integrates competitors’ pricing data mining, customer segmentation and predictive analysis. The impacts of competitors’ price changes on customer purchasin

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Gao, Wei, and Hua Fan. "Omni-Channel Customer Experience (In)Consistency and Service Success: A Study Based on Polynomial Regression Analysis." Journal of Theoretical and Applied Electronic Commerce Research 16, no. 6 (2021): 1997–2013. http://dx.doi.org/10.3390/jtaer16060112.

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Drawing on expectation disconfirmation theory, this study explores the dyadic nature of omni-channel consistency on customer experience. Specifically, we propose a conceptual model that focuses on a brand’s offline channel customer experience relative to that of its online channel, and test the influences of customer experience (in)consistency on customer satisfaction, which then improves repurchase intention and word-of-mouth. The results of polynomial regressions on 265 survey respondents indicate that given omni-channel customer experience inconsistency, customers prefer consistent online a

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Pasaribu, Romindo M., Arlina Nurbaity Lubis, Endang Sulistya Rini, and Beby Karina F. Sembiring. "Examining Generation Z Loyalty in Medan's Fashion Sector Omnichannel." Journal of Ecohumanism 3, no. 6 (2024): 562–70. http://dx.doi.org/10.62754/joe.v3i6.4028.

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Generation Z's mobile behavior is a challenge for retailers in the fashion industry to provide and create experiences and engagement that will ultimately form loyalty. create experiences and engagement that will ultimately form customer loyalty. customers. The purpose of this study is to examine and analyze experience, customer engagement, and hedonic cultural value orientation in increasing the loyalty of generation Z customers in Medan City. This research was conducted on Generation Z in Medan City with a sample size of 440 respondents. Data analysis technique data analysis technique using S

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Jaiswal, Shefali, and Anurag Singh. "Influence of the Determinants of Online Customer Experience on Online Customer Satisfaction." Paradigm 24, no. 1 (2020): 41–55. http://dx.doi.org/10.1177/0971890720914121.

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The role of online retailing is increasing with each passing day for any business and therefore offering value to the customer which in turn also yield benefit to the retailer and differentiate it from the competitors is an important task. By getting an idea of how customer perceive and evaluate the offerings, retailers may be able to influence the customers in that particular direction. This research paper aims in identifying the major factors or attributes that affect the customers, evaluating their overall experience while shopping on the digital platform and also their impact on online cus

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Medenica Mitrović, Dijana, and Milica Raičević. "Concept of Online Customers Experience in Digital Banking." Mednarodno inovativno poslovanje = Journal of Innovative Business and Management 12, no. 2 (2020): 79–86. http://dx.doi.org/10.32015/jibm.2020.12.2.8.79-86.

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Banking operations are increasingly moving from traditional to digital. Special attention of the paper is drawn to the concept of online customer experience. Montenegrin banking sector and customers are not lagging behind the world trends, so the focus of the practical part of research is, through a specially designed questionnaire, online customer experiences, in the opinion of the customers of the bank is ready to provide excellence in the online environment. The aim of this paper is to gain insight into the basic concepts of online customer experiences, which models are used, what are the c

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Mishra, Manit. "Customer Experience: Extracting Topics From Tweets." International Journal of Market Research 64, no. 3 (2021): 334–53. http://dx.doi.org/10.1177/14707853211047515.

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The ubiquity of social media platforms facilitates free flow of online chatter related to customer experience. Twitter is a prominent social media platform for sharing experiences, and e-retail firms are rapidly emerging as the preferred shopping destination. This study explores customers’ online shopping experience tweets. Customers tweet about their online shopping experience based on moments of truth shaped by encounters across different touchpoints. We aggregate 25,173 such tweets related to six e-retailers tweeted over a 5-year period. Grounded on agency theory, we extract the topics unde

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Bilgihan, Anil, Jay Kandampully, and Tingting (Christina) Zhang. "Towards a unified customer experience in online shopping environments." International Journal of Quality and Service Sciences 8, no. 1 (2016): 102–19. http://dx.doi.org/10.1108/ijqss-07-2015-0054.

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Purpose – New developments in e-commerce and m-commerce technologies along with the wide adoption of mobile devices and social media have enabled companies to enhance customers’ shopping experiences and their interaction with brands anytime, anywhere. The purpose of this paper is to develop a theoretical model for a unified online customer experience by drawing from related literature on consumer behavior in the online contexts. Design/methodology/approach – By synthesizing extant consumer behavior and e-commerce literature, this paper seeks further understanding of online customer experience

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Kim, Yae-Ji, and Hak-Seon Kim. "The Impact of Hotel Customer Experience on Customer Satisfaction through Online Reviews." Sustainability 14, no. 2 (2022): 848. http://dx.doi.org/10.3390/su14020848.

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With the growing popularity of the internet, customers can easily share their experiences and information in online reviews. Consumers recognize online reviews as a useful source of information prior to consumption, and many online reviews influence consumer purchasing decisions. Understanding the customer experience in online reviews is thus necessary to maintain customer satisfaction and repurchase intention for the sustainable development of the hotel business. This study assessed the fundamental selection attributes of customers from online reviews reflecting the hotel customer experience,

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Syahnur, Muh Haerdiansyah, Jafar Basalamah, and Ackhriansyah Ahmad Gani. "Customer Experience Factor Analysis Towards Customer Satisfaction Online Shopping." Jurnal Analisis Bisnis Ekonomi 18, no. 2 (2020): 83–94. http://dx.doi.org/10.31603/bisnisekonomi.v18i2.3822.

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Internet based business leads to high intencity of e-commerce usage. One of the strategics that focused on customer service also known by providing WOW Experience can determine satisfaction with service quality. This research was conducted to customers who have made transactions in e-commerce to see how much influence factors of the customer experience towards e-customer satisfaction. The research method was conducted with an explanatory quantitative approach. The results show that the eight dimensions of customer experience that used in this study simultaneously affected 68.7%. The partial te

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Khan, Imran, Zillur Rahman, and Mobin Fatma. "The role of customer brand engagement and brand experience in online banking." International Journal of Bank Marketing 34, no. 7 (2016): 1025–41. http://dx.doi.org/10.1108/ijbm-07-2015-0110.

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Purpose The purpose of this paper is to examine the extent to which the customer-brand engagement influences the brand satisfaction and the brand loyalty in an online banking context. It further explores the role of the online brand experience as a mediating variable amidst the relationship of customer-brand engagement with brand satisfaction and brand loyalty. Design/methodology/approach This study has used 348 responses been collected through an online survey which was conducted among various online bank customers in Delhi, the national capital of India. The responses were analyzed by the me

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Singh, Reema, and Magnus Söderlund. "Extending the experience construct: an examination of online grocery shopping." European Journal of Marketing 54, no. 10 (2020): 2419–46. http://dx.doi.org/10.1108/ejm-06-2019-0536.

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Purpose This study aims to assess factors influencing customers’ online grocery shopping experiences, and it evaluates the central role of customer service and consumers’ responses to satisfying grocery shopping. Design/methodology/approach A mixed-methods approach was used; linguistic inquiry and the word count (LIWC) method captured qualitative aspects of consumers’ grocery shopping experience, whereas partial least square-structure equation modeling tested hypotheses regarding antecedents to consumers’ overall online grocery shopping experience. Findings The PLS-based analysis confirmed the

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Al-Khateeb, Bilal Ahmad Ali, Fakher Moncef Jaoua, and Elsayed Sobhy Ahmed Mohamed. "The Impact of Attitude Towards Online Shopping in Strengthening the Relationship Between Online Shopping Experience and E-Customer Engagement." International Journal of Customer Relationship Marketing and Management 14, no. 1 (2023): 1–25. http://dx.doi.org/10.4018/ijcrmm.327869.

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In the last few years, it is clear that changes in technologies have altered the ways people shop across the globe, particularly through the Internet. Online shopping experience represents one of these ways, presenting opportunities for people to shop online. However, online store owners are quite concerned about how online shopping experiences seem to influence customer attitudes. In this regard, this research investigates the relationships between the online shopping experience, the attitude towards online shopping, and e-customer engagement. A survey questionnaire was distributed to 342 onl

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Chen, Tom, Judy Drennan, Lynda Andrews, and Linda D. Hollebeek. "User experience sharing." European Journal of Marketing 52, no. 5/6 (2018): 1154–84. http://dx.doi.org/10.1108/ejm-05-2016-0298.

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PurposeThis paper aims to propose user experience sharing (UES) as a customer-based initiation of value co-creation pertaining to service provision, which represents customers’ level of effort made for the direct benefit of others in their service network. The authors propose and empirically examine a user experience sharing model (UESM) that explicates customer-to-customer (C2C) UES and its impacts on firm-desired customer-based outcomes in online communities.Design/methodology/ApproachBased on an extensive review, the authors conceptualize UES and UESM. By using online survey data collected

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Purnama, Suryari, Andyani Sukmasari, and Rahul Bhandari. "The Role of Religiosity as a Mediating Variable in the Relationship between Online Transactions and Customer Satisfaction and Loyalty in Islamic Banking." Aptisi Transactions on Management (ATM) 5, no. 2 (2021): 143–51. http://dx.doi.org/10.33050/atm.v5i2.1532.

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This study aims to determine the role of religiosity as mediation in the relationship between online transactions and customer satisfaction and loyalty in Sharia banking in the Jakarta area. The population of this research is all sharia banking customers in Jakarta. The number of samples in this study was 175 Sharia banking customers in Jakarta by sampling purposive sampling method. The data processing method used is Structural Equation Modelling. The results showed: 1) there is no effect of failure on the experience of online transactions in Sharia banking; 2) there is an effect of service re

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Fan, Jianpeng, Guanghui Shang, and He Wang. "Customer-to-customer Interaction in Online Brand Communities Influences Brand Loyalty." Social Behavior and Personality: an international journal 50, no. 6 (2022): 12–19. http://dx.doi.org/10.2224/sbp.11483.

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With the development of Internet technology, online brand communities have increased rapidly. Through these communities, customers can interact with other customers, gain experience with products, obtain information about the products, and enhance brand loyalty. We conducted a questionnaire with 442 online brand community members to explore the internal mechanism of how customer-to-customer interaction in online brand communities influences brand loyalty. The results were as follows: (a) Customer-tocustomer interaction in online brand communities had a positive effect on brand loyalty, (b) bot

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Jamuni, Ashwini, and Girija Navadgi. "Capturing and Sustaining Competitive and Strategic Advantage by Creating Favorable Online Customer Shopping Experiences." International Journal of Research 11, no. 12 (2024): 137–47. https://doi.org/10.5281/zenodo.14540085.

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<em>The evolution of the internet, increased literacy, Smartphone addictions, data availability at affordable prices, busy schedule of working people, changing scenario of the socioeconomic conditions worldwide especially after the Pandemic has boosted up Online Business. In the present era online shopping has become a part of almost everyone’s life. Favorable or Positive customer experiences result in increased customer engagement, customer satisfaction, repurchase intention, customer retention, eWOM, customer equity and brand equity. Hence online customers shopping experience (OCSE) ca

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Jlassi, Emna, Amel Chaabouni, and Molka Triki. "Impact of Recommendation Systems on AI-enabled Customer Experience." Journal of Telecommunications and the Digital Economy 13, no. 1 (2025): 160–91. https://doi.org/10.18080/jtde.v13n1.1137.

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Artificial intelligence (AI) is revolutionising the way customers interact with brands. AI-based customer experiences lack empirical research. This study aims to analyse how and to what extent integrating AI through recommendation systems in online purchases can lead to better AI-based customer experiences. We propose a theoretical model based on the theory of trust and commitment and the technology acceptance model. We conducted an online survey with customers who have experience with AI-powered online recommendation ads. We analysed 220 responses using PLS-SEM. The results of this research s

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Ertemel, Adnan Veysel, Mustafa Emre Civelek, Pektaş Güzide Öncü Eroğlu, and Murat Çemberci. "The Role of Customer Experience in the Effect of Online Flow State on Customer Loyalty." PLos ONE 16, no. 7 (2021): 1–15. https://doi.org/10.1371/journal.pone.0254685.

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The Internet revolution has radically changed the means of conducting business all over the world in the past few decades. The digital medium enables consumers worldwide to shop online through B2C e-commerce websites in a convenient manner. Online websites compete to provide a compelling and seamless brand experience to retain their customers. In order to achieve this, fostering a state of flow may help the brands increase customer experience, customer satisfaction and loyalty. In this study, the aforementioned phenomenon is tested against Turkish university students. The study was conducted a

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Bleier, Alexander, Colleen M. Harmeling, and Robert W. Palmatier. "Creating Effective Online Customer Experiences." Journal of Marketing 83, no. 2 (2018): 98–119. http://dx.doi.org/10.1177/0022242918809930.

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Creating effective online customer experiences through well-designed product web pages is critical to success in online retailing. How such web pages should look specifically, however, remains unclear. Previous work has only addressed a few online design elements in isolation, without accounting for the potential need to adjust experiences to reflect the characteristics of the products or brands being sold. Across 16 experiments, this research investigates how 13 unique design elements shape four dimensions of the online customer experience (informativeness, entertainment, social presence, and

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O. Pappas, Ilias, Adamantia G. Pateli, Michail N. Giannakos, and Vassilios Chrissikopoulos. "Moderating effects of online shopping experience on customer satisfaction and repurchase intentions." International Journal of Retail & Distribution Management 42, no. 3 (2014): 187–204. http://dx.doi.org/10.1108/ijrdm-03-2012-0034.

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Purpose – Satisfaction and experience are essential ingredients for successful customer retention. This study aims to verify the moderating effect of experience on two types of relationships: the relationship of certain antecedents with satisfaction, and the relationship of satisfaction with intention to repurchase. Design/methodology/approach – This paper applies structural equation modelling (SEM) and multi-group analysis to examine the moderating role of experience in a conceptual model estimating the intention to repurchase. Responses from 393 people were used to examine the differences be

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Yolandari, Ni Luh Dian, and Ni Made Wulandari Kusumadewi. "PENGARUH PENGALAMAN PELANGGAN DAN KEPERCAYAAN TERHADAP NIAT BELI ULANG SECARA ONLINE MELALUI KEPUASAN PELANGGAN (Studi Pada Situs Online Berrybenka.com)." E-Jurnal Manajemen Universitas Udayana 7, no. 10 (2018): 5343. http://dx.doi.org/10.24843/ejmunud.2018.v07.i10.p06.

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The purpose of this study to determine the effect of customer experience, trust, customer satisfaction and re-purchase intention at online shopping site Berrybenka.com. The study was conducted in Denpasar City, using sample size of 112 people. Data were obtained by distributing questionnaires measured by Likert Scale. Data analysis techniques used in the form of classical assumption test, path analysis and equipped with test sobel. The results of this study indicate that customer experience and trust have a positive and significant effect on customer satisfaction. Customer experience and trust

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Klopfer, Lisa-Marie. "Evaluating Customer Experience Management in the Insurance Industry - Empirical Studies of Company and Customer Perspectives." Marketing ZFP 46, no. 1 (2024): 20–39. http://dx.doi.org/10.15358/0344-1369-2024-1-20.

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Customer experience management has become a widely discussed topic within the insurance industry, with a growing number of insurers adopting the customer-oriented management approach to meet the challenges of today’s highly competitive market. As research and practice lack a comprehensive understanding of both the company and customer perspectives, this article contrasts insurers’ current efforts regarding the management approach with customers’ perceptions of their experiences. The results of an online survey among insurance companies show that insurers are in the midst of implementing the ma

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Ravindran, Deepak Arumugam, Riya Burman, and Dr Christopher Rajkumar. "Customer Experience through Virtual Reality Online Shopping." International Journal for Research in Applied Science and Engineering Technology 11, no. 1 (2023): 473–81. http://dx.doi.org/10.22214/ijraset.2023.48606.

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Abstract: Purpose: In the last two decades, the internet has altered the way that people purchase, supporting the growth of ecommerce sites and the move from traditional retail to online shopping. The advancement of technology has facilitated shopping in online space, providing a great number of opportunities for both customers and businesses. E-shopping has gotten more attention since the advent of COVID-19 in the year 2020. The pandemic has impacted consumers’ lifestyles, buying behavior, and consumption patterns. The proliferation of the internet and technology has helped businesses to surv

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Afiyana, Dela, and Aflit Nuryulia Praswati. "PENGARUH PRODUCT DIVERSITY TERHADAP LOYALITAS KONSUMEN SKINCARE ONLINE." JURNAL LENTERA BISNIS 13, no. 2 (2024): 951. http://dx.doi.org/10.34127/jrlab.v13i2.1106.

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The beauty community in Indonesia is trendy, they will share information or tips and tricks about beauty and self-care through social media. This research aims to measure the influence of perceived security, customer experience, and product diversity on consumer satisfaction and loyalty. The study was carried out by distributing questionnaires to the people of Surakarta City and Sociolla customers and obtained as many as 100 respondents, and then processed using partial least squares (PLS) testing so that the results found that there were significant changes in direct influence through perceiv

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Devi, Geetha, and Kiran Chanda. "CUSTOMER SKEPTICISM AND ACCEPTANCE OF CONVERSATIONAL COMMERCE IN ONLINE SHOPPING." ICTACT Journal on Management Studies 8, no. 1 (2022): 1513–18. https://doi.org/10.21917/ijms.2022.0220.

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Online retailers want to provide ease of online shopping to their customers. Online customers are providing personalized services to their customers to increase the effectiveness of online shopping and increase customer satisfaction. Digital assistants like text medium (Facebook, WhatsApp and Instagram etc.) and verbal medium (Alexa, Siri, Google Assistant, Windows Cortana etc.) are helping customers and providing them convenience than ever before. On the other hand, customers are still skeptical about online shopping through these digital assistants. In this research paper the researcher will

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Nguyen, Ha Thi Thu, Thao Phan Huong, Anh Le Thi Tram, and Thao Viet Tran. "Exploring Customer Feedback on Their Hotel Experiences in Vietnam." International Journal of E-Entrepreneurship and Innovation 13, no. 1 (2023): 1–17. http://dx.doi.org/10.4018/ijeei.330023.

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Over the past twenty years, customer experience has attracted the attention of researchers and business executives. For the hotel service industry, understanding customer experience becomes a necessity, as it is one of the top goals for hotel survival. With the development of e-commerce and the globalized hotel industry, customers are easily shared on online booking sites, making hotel managers work harder to design a good customer experience management plan. This chapter proposes an approach to analyzing data from customers' online reviews with their experiences to understand their emotional

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Wan Jusoh, Wan Amiera, Nor Irvoni Mohd Ishar, Muhammad Ilham Sjahrir, and Nur Fatihah Shuhada Hussin. "Strategies to Improve Customer Experience: A Case of an Online Shopping Platform in Indonesia." Jurnal Manajemen Teori dan Terapan | Journal of Theory and Applied Management 15, no. 3 (2022): 330–46. http://dx.doi.org/10.20473/jmtt.v15i3.40294.

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Background: As the e-commerce industry has been growing recently, it is crucial to examine the factors of customer experience towards online shopping platforms. In this study, researchers aim to examine the influence of website design, website security, and customer service towards customer experience that has led to the preference of online shopping platform in Malaysia. Purpose: The first objective of this study is to analyze the current situation of customer experience with the preferred online shopping platform among university students. Secondly, this study aims to examine the influ

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Liestyana, Yuli, and Muhammad Hara. "FLOW EXPERIENCE, CUSTOMER SATISFACTION, CUSTOMER EXPERIENCE, AND CUSTOMER LOYALTY ON ONLINE SHOPPING APPLICATIONS." Jurnal Mebis (Manajemen dan Bisnis) 8, no. 2 (2023): 151–63. http://dx.doi.org/10.33005/mebis.v8i2.491.

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The researchers wanted to get some evidence to prove the hypotheses of this study. Flow experience, customer satisfaction, customer experience, and customer loyalty are the variables in this study. From the population of online shopping application users in the Special Region of Yogyakarta, a sample was selected using a non-probability sampling technique with a purposive sampling method. The data was then analyzed using Partial Least Square with SmartPLS 3.0 software. The first testing stage is the outer measurement to obtain validity and reliability values. Then, the researchers conducted an

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Jami Pour, Mona, Khadije Rafiei, Monireh Khani, and Atena Sabrirazm. "Gamification and customer experience: the mediating role of brand engagement in online grocery retailing." Nankai Business Review International 12, no. 3 (2021): 340–57. http://dx.doi.org/10.1108/nbri-07-2020-0041.

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Purpose In recent years, the concept of gamification is one of the fastest-growing trends in the field of marketing to persuade, motivate and manipulate customer behavior. The application of gamification has become a priority for marketers as a new way of exploiting customers. Despite the increasing use of gamification mechanisms in marketing activities, there remain limitations. Although there is extensive literature in the field of customer experience and gamification, few studies have empirically examined how gamification influences customer experience by considering the mediating role of b

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Blasco-Arcas, Lorena, Blanca Hernandez-Ortega, and Julio Jimenez-Martinez. "The online purchase as a context for co-creating experiences. Drivers of and consequences for customer behavior." Internet Research 24, no. 3 (2014): 393–412. http://dx.doi.org/10.1108/intr-02-2013-0023.

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Purpose – The purpose of this paper is to elaborate on the concept of engagement platforms and the theories of co-creation of value to analyze the purchase as a context for customers to co-create their own experiences. Specifically, the paper proposes that including online cues related to Customer to customer (C2C) interactions and coproduction in the engagement platform determines customer co-creation experiences. Moreover, the paper tests for the relationship between the co-creation experience and customer's purchase intentions. Design/methodology/approach – An online platform was designed a

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Ling, Kwek Choon, Lau Teck Chai, and Tan Hoi Piew. "The Effects of Shopping Orientations, Online Trust and Prior Online Purchase Experience toward Customers’ Online Purchase Intention." International Business Research 3, no. 3 (2010): 63. http://dx.doi.org/10.5539/ibr.v3n3p63.

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The advancement of the World Wide Web has resulted in the creation of a new form of retail transactions- electronic retailing (e-tailing) or web-shopping. Thus, customers’ involvements in online purchasing have become an important trend. As such, it is vital to identify the determinants of the customer online purchase intention. The aim of this research is to evaluate the impacts of shopping orientations, online trust and prior online purchase experience to the customer online purchase intention. A total of 242 undergraduate information technology students from a private university in Malaysia

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Ravsyanjani, Bagus Rizaldi, Endang Pamularsih, Fazry Wildan, and Artha Sejati Ananda. "Mediating Effect of Online Shopping Satisfaction Between Online Shopping Experience and Customer Loyalty." Eduvest - Journal of Universal Studies 5, no. 2 (2025): 1467–86. https://doi.org/10.59188/eduvest.v5i2.1607.

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This study wants to know what factors influence customer satisfaction which can lead to loyalty in the online shopping context by looking at the phenomena and problems faced by customers. The previous research was used as literature for this study with a quantitative method to see the impact of independent variables on the dependent variable and descriptive analysis for regression results. The authors pointed out factors of e-fulfillment: condition, timeliness, availability, ease of return, e-business quality, and product quality have effects on the satisfaction and loyalty of customers in onl

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McLean, Graeme J. "Investigating the online customer experience – a B2B perspective." Marketing Intelligence & Planning 35, no. 5 (2017): 657–72. http://dx.doi.org/10.1108/mip-12-2016-0222.

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Purpose This paper explores the online customer experience (OCE) within business-to-business (B2B) websites. The purpose of this paper is to understand the influence of website credibility and information quality on the OCE during search for information and services. In addition, this paper acknowledges the role of customer support within the offline environment and thus explores the potential role of online customer support during a customer’s online experience. Design/methodology/approach An online experiment was conducted with 195 participants along with an associated questionnaire for data

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Fiona, Febzi, M. Yasser Iqbal Daulay, and Edriwan Masyur. "Online Post-Purchase Experience And Its Impact On Customer Satisfaction (Online Purchase Of Medicinal Products With The Grabmart Application On Pharmacy Partners In Bengkulu City)." Bengkulu International Conference on Economics, Management, Business and Accounting (BICEMBA) 2 (December 5, 2024): 1795–806. https://doi.org/10.33369/bicemba.2.2024.180.

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The aim of this research is to determine the influence of application quality, customer experience, price and brand reputation on customer satisfaction and intention to repurchase medicinal products with the GrabMart Application among Pharmacy Partners in Bengkulu City. The research is quantitative research using a survey method, the respondents are 220 customers who purchased online medicinal products with GrabMart Pharmacy partners in Bengkulu City. Data collection was through an online survey, while data analysis used the Partial Least Square (PLS) approach. The research results show that a

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Bansal, Ishita, and Anand Thakur. "Broken promises and empty carts: the reality of online shopping." Journal of Systems and Information Technology 27, no. 3 (2025): 487–514. https://doi.org/10.1108/jsit-08-2024-0310.

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Purpose Customers encounter several challenges in the fast-changing world of e-commerce that may significantly impact their online experience. The purpose of the present study is to dissect the complexities of digital consumer experiences, elucidating the challenges that influence their navigation in the virtual marketplace. Design/methodology/approach The authors used a qualitative approach to identify the challenges that hinder customers’ online experience with mobile shopping apps (MSAs). Data collected from 25 in-depth interviews was analysed using thematic analysis through NVivo software.

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Iyer, Srinivasan, and Kunal Soni. "Understanding Online Consumer Behaviours for a Better Customer Journey." Journal of Communication and Management 2, no. 02 (2023): 101–5. http://dx.doi.org/10.58966/jcm2023225.

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It's crucial for businesses to have a firm grasp on the customer journey and experience over time. Customers' interactions with businesses are now more social in nature, taking place across a variety of channels and media. In order to adapt to these shifts, businesses must coordinate the efforts of numerous internal departments as well as third-party vendors to ensure that customers always receive the best possible service. The researchers through this paper hope their efforts will help readers better comprehend the increasingly complex customer behaviour of modern times by providing a deeper

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Syafrizal, Syafrizal, Arbi Abdullah Saleh, and Ali Vafaei Zadeh. "Omni-Channel Capability, Online Experience & Value Co-Creation and Their Impact to Customer Satisfaction." Jurnal Manajemen Universitas Bung Hatta 18, no. 2 (2023): 266–80. http://dx.doi.org/10.37301/jmubh.v18i2.23257.

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ABSTRACT The use of technology in Indonesia, as well as the business world, will continue to increase every year. Hence, the competition in technology between retailers in the business world is tighter than ever. This requires companies to innovate with better tools and updated knowledge. One of the ways to satisfy customers is through omni-channel. This research aimed to investigate the link between omni-channel capability, online experience and value co-creation and customer satisfaction. In this study, the questionnaire was filled by 165 customers who have experienced omni-channel exp

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Siow, Jing Shuan, Bak Aun Teoh, Chui Zi Ong, and Kai Xin Chee. "The impact of AI chatbot adoption on customer experience in e-retailing." Issues and Perspectives in Business and Social Sciences 5, no. 1 (2025): 27–36. https://doi.org/10.33093/ipbss.2025.5.1.3.

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Due to the outbreak of the COVID-19 pandemic, the changes in shopping norms from offline to online and rapid development in the field of artificial intelligence (AI) have redefined customer experience. This change has brought lucrative opportunities for organisations to provide better customer service by interacting with customers using chatbots. Thus, this research was conducted to examine the attributes of AI chatbots that affect online customer experience in the e-retailing market. This paper applied the Technology Acceptance Model (TAM) to design a research model to investigate the relatio

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P. Manasa. "Customer Experience using Plutchik’s Wheel of Emotion - A Content Analysis Approach." Journal of Information Systems Engineering and Management 10, no. 14s (2025): 807–19. https://doi.org/10.52783/jisem.v10i14s.2397.

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Purpose: This research examines customer experiences at heritage hotels using Plutchik’s Wheel of Emotion as a framework. The objective is to identify and analyze the emotional responses of guests, offering insights into how these emotions affect perceptions of service quality, ambiance, and overall satisfaction. Design/methodology/approach: The study applies a content analysis methodology, applying sentiment analysis tools to online reviews of heritage hotels. R programming is employed to analyze reviews and categorize emotional expressions according to the eight fundamental emotions delineat

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Tsaqila, Utami Qaulan, Asep Muhamad Ramdan, and Resa Nurmala. "Analisis Peran Online Customer Review Dalam Memediasi Hubungan Online Customer Rexperience Terhadap Peningkatan Marketplace Rating." Journal of Economic, Bussines and Accounting (COSTING) 7, no. 1 (2023): 1399–406. http://dx.doi.org/10.31539/costing.v7i1.6215.

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Marketplace is one of the impacts from development of e-commerce systems in the world. Marketplace are in great demand by all types of groups because they are able to increase the effectiveness and efficiency of users in shopping online. Starting from the choice of goods with various prices, brands, quality, to easy and fast transaction and shipping processes. However, along with its development, competition between marketplace companies has become increasingly stringent, causing several companies to experience a decline due to newcomers offering new experiences. This research was made with th

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Tsaqila, Utami Qaulan, Asep Muhamad Ramdan, and Resa Nurmala. "Analisis Peran Online Customer Review Dalam Memediasi Hubungan Online Customer Rexperience Terhadap Peningkatan Marketplace Rating." Journal of Economic, Bussines and Accounting (COSTING) 7, no. 1 (2023): 321–27. http://dx.doi.org/10.31539/costing.v7i1.6366.

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Marketplace is one of the impacts from development of e-commerce systems in the world. Marketplace are in great demand by all types of groups because they are able to increase the effectiveness and efficiency of users in shopping online. Starting from the choice of goods with various prices, brands, quality, to easy and fast transaction and shipping processes. However, along with its development, competition between marketplace companies has become increasingly stringent, causing several companies to experience a decline due to newcomers offering new experiences. This research was made with th

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Eren, Berrin Arzu. "Sanal Market Alışveriş Deneyiminde Müşteri Tatmini ve Davranışsal Sonuçların Belirlenmesi Üzerine Bir Araştırma." Üsküdar Üniversitesi Sosyal Bilimler Dergisi 7, no. 12 (2021): 217–50. http://dx.doi.org/10.32739/uskudarsbd.7.12.90.

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Customer experience forms the basis for customers to develop positive attitudes and behaviors towards the business. The virtual market shopping experience is also an important part of the online customer experience today. Customer experience continues to be an important factor in determining both consumer behavior and spending habits, along with the changing needs and expectations of consumers during the pandemic process. At this point, the study aims to reveal the virtual market shopping experience of consumers within the scope of the factors that affect this experience and to determine the e

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Hakim, Zakki, Hamam Adji Ridho, Deko Kurniawan, Laksana Fikri Chris Samudra, Harlan Apriansyah, and Mirza Ayunda Pratiwi. "The Impact of User Experience on Customer Loyalty in Online Shopping." International Student Conference on Business, Education, Economics, Accounting, and Management (ISC-BEAM) 3, no. 1 (2025): 375–86. https://doi.org/10.21009/isc-beam.013.21.

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This study examines the impact of User Experience (UX) on customer loyalty in online shopping and evaluates fifteen key determinants of online shopping behavior that influence the competitive edge of e-commerce. The primary objective is to understand how a positive user experience can enhance customer loyalty to online shopping platforms. The research employs a qualitative methodology, gathering data through content analysis of customer comments on shopping websites, interviews with e-commerce professionals, and a comparative assessment of the quality of key online shopping behavior determinan

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Zaki, Waqas, Areej Tayyab, and Aeman Hassan. "Factors Affecting Customer Experience of E-Commerce in Pakistan." Journal of Educational Paradigms 1, no. 2 (2019): 76–79. http://dx.doi.org/10.47609/0102052019.

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The study is regarding analyzing the factors affecting customer experience of e-commerce in Pakistan through the quality of the product, safety of application, delivery guarantee, and offers. Using the purposive sampling technique total of 180 questionnaires were collected from the people having the experience of online shopping in Lahore, Pakistan. The study shows the factors and their roles towards raising the customer experience of e-commerce. This study's results reveal that the perception of customers is that the quality of the product, application safety, offers, and the delivery guarant

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Ria Octavia and Arseta Yudha Lesmana. "The Role of Customer Brand Engagement and Brand Satisfaction in Digital Banking in Lampung." International Journal of Economics, Business, and Entrepreneurship 5, no. 1 (2022): 44–57. http://dx.doi.org/10.23960/ijebe.v5i1.206.

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People make more transactions at home due to the Covid-19 pandemic, which influences customer behavior in turning financial transactions into digital transactions. The emotional interaction formed through digital services between brands and customers creates opportunities for Customer Brand Engagement. This study aims to examine the influence of Customer Brand Engagement on Online Brand Experience, Online Brand Experience on Brand Loyalty, Brand Experience on Brand Loyalty, and Brand Satisfaction on Brand Loyalty empirically. This study uses the purposive sampling, and the study subjects are a

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Yang, Ying, Xinyu Sun, and Jiayin Wang. "The value of reputation in electronic marketplaces." Journal of Research in Interactive Marketing 13, no. 4 (2019): 578–601. http://dx.doi.org/10.1108/jrim-11-2018-0151.

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Purpose The purpose of this study is to examine the role of customer experience moderating the relationship between reputation (online consumer reviews) and price premium. Design/methodology/approach This paper collected half-year period transaction of Nokia 5230XM and Kingston SD card from Taobao.com, the largest e-commerce platform in China. This paper combined theoretical analysis and empirical analysis together. Two-stage regression and logistic regression analysis was applied in this empirical analysis. The sensitivity analyses (robustness check) were also conducted in this paper. Finding

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Pramudika, Gregorios Ferrari, Ririn Diar Astanti, and Ignatius Luddy Indra Purnama. "Utilizing Online Reviews for Human Resource Development in the Retail Industry Using Aspect-based Sentiment Analysis." International Journal of Industrial Engineering and Engineering Management 6, no. 2 (2024): 75–85. https://doi.org/10.24002/ijieem.v6i2.9092.

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The growth in the retail industry means that the retail industry must have a competitive advantage to compete. One source of competitive advantage is customer experience. One factor that has a positive influence on customer experience is the service provided by frontline employees. Nowadays, customers can easily share their experiences and information in online reviews. Therefore, a good understanding of online reviews is necessary to maintain customer satisfaction. This paper proposes a new method for obtaining information from online reviews available on online review platforms such as Googl

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Aprillian, Kayla Maharani, and Hariyadi Triwahyu Putra. "The Effect of Product Quality and Online Shopping Experience on Customer Loyalty with Customer Satisfaction as a Mediating Variable (on Rizki Jaya Customers at Shopee in the Greater Bandung Area)." American Journal of Economic and Management Business (AJEMB) 4, no. 5 (2025): 520–29. https://doi.org/10.58631/ajemb.v4i5.216.

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This study aims to analyze the influence of product quality and online shopping experience on customer loyalty with customer satisfaction as a mediating variable in customers of the Rizki Jaya store in Shopee in the Greater Bandung area. The significant decline in sales at the store has led to an alleged decline in customer loyalty due to suboptimal product quality and shopping experience. This study uses a quantitative approach with a descriptive method. A sample of 128 respondents was selected using purposive sampling techniques and data was collected through an online questionnaire. Hypothe

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Fu, Wei, Eun-Kyong Choi, and Hak-Seon Kim. "Text Mining with Network Analysis of Online Reviews and Consumers’ Satisfaction: A Case Study in Busan Wine Bars." Information 13, no. 3 (2022): 127. http://dx.doi.org/10.3390/info13030127.

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With the growth of internet technology, customers are sharing up their experiences. Hence, these types of customer experiences are spreading rapidly as a source of online reviews. For this reason, online reviews have become a critical source of information that influences customers’ purchase intentions and behavior. Thus, businesses should monitor online reviews to understand the customer experience and increase customer satisfaction and loyalty. This study attempts to identify essential characteristics for positive online reviews of wine bars and examine the structural relationships of these

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Insley, Victoria, and Daniel Nunan. "Gamification and the online retail experience." International Journal of Retail & Distribution Management 42, no. 5 (2014): 340–51. http://dx.doi.org/10.1108/ijrdm-01-2013-0030.

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Purpose – As online retailing grows in importance there is increasing interest in the online customer experience. The purpose of this paper is to explore the role of gamification, the use of game mechanics, in enabling consumer engagement with online retailers. Design/methodology/approach – The research adopts a qualitative methodology carrying out 19 in-depth interviews with individuals who are frequent online shoppers. Findings – Findings support the importance of including game elements to enhance the retail experience. However, data also suggests that without appropriate management custome

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