Dissertations / Theses: 'Online shopping experience'

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Anja, Jablanović, Özden Aylin Çakanlar, and Christiane Hohls. "Fast Fashion in the Experience Economy : Comparing online and in-store shopping experiences." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-43597.

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Fast fashion retailers have faced a difficulty in translating in-store experiences to online experiences. Although online shopping is increasing, the in-store shopping is still very important for a superior shopping experience. Technology has had a major impact in making multichanneling retail more consistent, although there are gaps that technology can not fill. This study attempted to measure how consistent the customer experiences were online and in-store. Shopping experiences were measured with different concepts such as: flow, usability, interactivity, atmospherics and tactility. These concepts were measured separately in-store and online, in order to be compared. The purpose was to find out which concept is inconsistent so the authors could make recommendations for improvement to fast fashion retailers. The research approach was a mixed method approach and the chosen research design was cross sectional, using quantitative research to corroborate qualitative research findings. The results from a quantitative questionnaire of 263 experienced fast fashion consumers in Sweden show that the consistency varies between the concepts. The qualitative study was done at two occasions on a sample of six interviewees in each focus group, and gave a deeper understanding for why the shopping experience was or wasn't consistent. The qualitative results varied amongst the individuals and show that reasons for being inconsistent are intrusive salesmen, insufficient size measuring tools, long queues, lack of tactility and the most interesting of all: making better return and ordering policies. The future lies in making it easier to order online, in order for the consumer to be able to experience the product in real life, through staff-free fitting rooms and showrooms and such, rather than making the experience better online. The future seems to lie in solving the reverse of the start point of this study, namely translating online to in-store experiences.

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Qu, Mengran, and Luqi Xu. "Have you ever had a terrible online shopping experience?" Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-98331.

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Background: Nowadays, the development of the internet makes online shopping more popularized . The appearance of online shopping brings considerable benefits to customers, however, there are still risks in the area. To maintain good relationship management between customers and companies, it is necessary to understand the online customer experience and its relevant important factors . Purpose: The purpose of this study is to explain the impact of three factors (low-quality delivery, low-quality online customer service, and low-quality website design) on online customer experience. Methodology: The paper used a quantitative approach in cross-sectional design and collected totally 78 responses. The related data collection is conducted through a self-completion questionnaire in the online form. Findings: The negative impacts of low-quality online customer service and low-quality website design on online customer experience are confirmed. There is an effective and strong connection between low-quality website design and low-quality online customer service. Conclusion: Based on the findings, H2 and H3 cannot be rejected but H1 needs to be rejected. One can therefore say that even in the context of rapid technological development, modern online shoppers have not changed their aversion to low-quality elements, that the view that low-quality online customer service and low-quality website design negatively affect OCE has not changed.

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Eneh, Sandra. "Showroom the Future of Online Fashion Retailing 2.0 : Enhancing the online shopping experience." Thesis, Högskolan i Borås, Akademin för textil, teknik och ekonomi, 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:hb:diva-159.

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The following have been rectified in response to previous evaluation by examiner Olof Bruninge. -We have solely chosen qualitative methods in data collection and analysis by making use of data gathered from focus group workshop. The findings have been coded and analysed descriptively. -We have reformulated research questions and replaced the hypothesis with open questions. Allowing us to explore the participants’ behaviour rather than testing hypothesis. -All quantitative measures have been replaced with qualitative analysis and descriptions. -We have provided tables with results from focus group findings to increase transparency in our data

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Schubertsson, Larsson Lisette, and Donia Tarokh. "Kan modeföretag förbättra shoppingupplevelsen i sina onlinebutiker?" Thesis, Högskolan i Borås, Akademin för textil, teknik och ekonomi, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:hb:diva-12799.

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In this paper we have chosen to study three aspects of the shopping experience online -navigation, product image and product information based on Hasan’s (2016) theory, to examine if, and how, the shopping experience online needs to improve in the fashion retail industry. From eyetracking-observations and qualitative interviews in this study, we identified the customers expectations and perceived problems in the online shoppingexperience. One of our findings show that there is a general agreement that product images have a significant impact on the shopping experience online. Another finding shows that distinctively visible filtering options on the online stores are important for the consumer to find what they are looking for.
För denna uppsats har vi valt att studera kring tre aspekter inom shoppingupplevelsen online -navigering, produktbild och produktbeskrivning, utifrån Hasans (2016) grundmodell för att undersöka om och hur shoppingupplevelsen online behöver förbättras inom modebranschen. Utifrån eyetracking-observationer och kvalitativa intervjuer framkommer vilka förväntningar och upplevda problem som identifieras av konsumenter, för shoppingupplevelsen online. Ett av resultaten visar att det överlag finns en generell överenskommelse för att bland annat produktbilder har en stor inverkan på shoppingupplevelsen online. Ytterligare ett resultat visade att en tydlig presentation av filtreringsmöjligheter på webbshoppar är av betydelse för att konsumenten ska hitta rätt i sin sökning.

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Cheung, Jenny. "Exploring consumers' experiential responses and shopping intentions toward visual user-generated content in online shopping environments." Thesis, University of Manchester, 2015. https://www.research.manchester.ac.uk/portal/en/theses/exploring-consumers-experiential-responses-and-shopping-intentions-toward-visual-usergenerated-content-in-online-shopping-environments(d1f610ba-418f-43b1-9e6a-68f43dc38ec0).html.

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The purpose of this study is to explore online consumers' experiential response towards visual user-generated content in online shopping environments for fashion online shopping. The Stimulus-Organism-Response (S-O-R) framework has been widely used in online shopping environment studies to examine the effect of website attributes on online shoppers' internal affective and cognitive states, and shopping behaviour (Kawaf and Tagg, 2012). Recent literature in the field proposes a more holistic approach towards online experiences (e.g., Pentina, Amialchuk, and Taylor, 2011) which is conceptualise to mediate the relationship between website attributes and behavioural responses. Consumer experiences are considered to be a critical concept in consumer behaviour and marketing for understanding consumers and to create competitive advantage in online retailing (Schmitt, 2010). Building on existing online shopping environment research, the study conceptualises online experiences for fashion online. This study seeks to investigate online consumers' experiential responses (aesthetics, relational, emotional, Flow experience and interactivity) towards two visual user-generated stimulus: (1) Looks - photographs of individuals modelling their own fashion, and (2) Outfits - digital collages displaying an assortment of products centred around a theme. They are both features which have been created by community members in an online social shopping community, ASOS Fashion Finder. The context of this study was exploratory and utilised a mixed methods approach where 13 photo-elicited interviews (PEI) with female online shoppers of ASOS, aged 18-34, were conducted to identify and understand consumers' online experiential responses and online shopping intentions towards the two visual stimulus. Using the same sample criteria, an online survey with 555 responses was also conducted to measure and test relationships between consumers' experiential responses and shopping intentions. The results of this study provides insight to the experiential states of fashion online consumers for online retail marketing, and contributes knowledge to research literature and theory on online shopping environments and customer experiences.

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Qasem, Zainah A. "The role of website experience in building attitude and intention towards online shopping." Thesis, University of Leeds, 2014. http://etheses.whiterose.ac.uk/7876/.

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Since technology has become an inseparable part of consumers’ lives, understanding acceptance and use of technology at individual consumer level has become a must for marketing theory and practice. To explain consumers’ acceptance of a new technology, the present study uses the uniﬁed theory of acceptance and use of technology (UTAUT) as the theoretical foundation. It then proposes extending UTAUT through incorporating a hedonic dimension, which should be an important predictor in explaining technology acceptancy in a consumer context such as on-line shopping, especially where experiential products—like apparel—are involved. The proposed hedonic dimension is perceived playfulness, which itself has two first-order latent antecedents; vividness and embodied cognition. Vividness —visual in this case—is related to the vividness of the shopping environment as represented on-line and to what extent its visual cues stimulate consumers to form strong (as opposed to weak) mental images of the product that they seek to buy. Embodied cognition represents the relationship between the pre-existing knowledge that is saved in mind and body. The present study also reintroduces attitude to the model as an important construct in predicting purchase intention. To test the proposed model’s ability to explain technology acceptance in different cultural contexts, the model is empirically tested via an experiment and a survey in a western country—the UK—and a non-western country—The Hashemite Kingdom of Jordan (HKJ). Two hundred and twenty two questionnaires are collected from the UK and 258 questionnaires are collected from the HKJ. Findings suggest that the incorporated hedonic dimension is as important as the utilitarian dimension in explaining technology acceptance in consumer context in both western and non-western countries. A positive relationship between perceived playfulness and purchase intention is found. However, attitude is partially mediating the relationship between perceived playfulness and purchase intention. Social influence is also found to be a predictor of attitude in the HKJ, but not in the UK. Theoretical and practical contributions of these findings are exhibited and roots of future research are proposed.

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Johansson, Moberg Marcus, and Tilda Karlsson. "Consumer experience : An exploratory study of why consumers chose to buy groceries online." Thesis, Högskolan Kristianstad, Fakulteten för ekonomi, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:hkr:diva-19848.

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Traditional grocery shopping has been the only option for Swedish consumers to purchase groceries for a long time. However, the relatively new format, online grocery shopping is rapidly growing in popularity. Hence, consumers are presented with a completely new grocery shopping experience which has different advantages and disadvantages. The purpose of this thesis is to explore which advantages and disadvantages consumers experience with offline, and online grocery shopping to answer the question why consumers chose to buy groceries online. A conceptual model has been developed based on earlier research on grocery shopping, consumer experience and the four dimensions of the marketing mix; product, place, price and promotion. Qualitative data has been collected from two focus groups and five semi-structured interviews to explore what advantages and disadvantages consumers experience connected to offline and online grocery shopping and to understand why consumers chose to buy groceries online. All respondents shared most of the experienced advantages of online grocery shopping. The main reasons why consumers chose to purchase groceries online was to save both time and effort. Moreover, consumers experienced that they saved money due to less spontaneous purchases and fewer shopping trips per week. Online grocery shopping is growing in popularity. Hence, this thesis gives insights relevant to practitioners and academics on why consumers experience a desire to purchase groceries online. The findings of this thesis could help online grocery retailers to respond more efficiently to consumers’ needs and preferences.

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Noh, Mijeong Warfield Carol L. "Consumers' prior experience and attitudes as predictors of their online shopping beliefs, attitudes, and purchase intentions in a multichannel shopping environment." Auburn, Ala, 2008. http://repo.lib.auburn.edu/EtdRoot/2008/FALL/Consumer_Affairs/Dissertation/Noh_Mijeong_24.pdf.

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Schmitz, Thorsten, Ai Xu, and Zhibing Mo. "Engaging Customers : How e-commerce companies can use customer involvement to create a superior online shopping experience." Thesis, Linnéuniversitetet, Ekonomihögskolan, ELNU, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-13022.

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Topic: Co-creation of experience Research gap: The number of papers focusing on customer involvement and customer experience has increased significantly in recent years. However, there is a lack of studies on how companies can use customer involvement for creating a better customer experience jointly with customers, which Prahalad & Ramaswamy (2000, 2003, 2004) refer to as the co-creation of experience. Purpose: By this paper we want to develop an understanding of how e-commerce companies can use customer involvement to create a superior online shopping experience. Theoretical basis of our paper: Customer involvement (e.g. von Hippel); experience co-creation (Prahalad & Ramaswamy) Methodology: We conducted in-depth interviews with nine Swedish, Norwegian and Chinese e-commerce companies from different industries to collect data on how they use customer involvement and/or co-creation. The interviews were semi-structured interviews which consisted mostly of open-ended questions. In order to be able to identify patterns and learn about the nature of how companies involve customers, a qualitative multi-case study design was used. Findings: The main findings are that some e-commerce companies have already realized the importance of the customer experience and also already involve their customers in various forms for co-creating experience. However, none of the companies completely fulfils the criteria of experience co-creation as defined in the theoretical articles by Prahalad & Ramaswamy (2000, 2003, 2004). Practical implications: E-commerce companies have many options to provide a better online shopping experience by involving customers as co-creators. Research limitations: Due to the sample size and the fact that a convenience sample was chosen, the results cannot be generalized. Originality/value: This study can provide insights into opportunities for the co-creation of experience in the case of e-commerce companies. Keywords: Customer involvement, Experience co-creation, Experience, E-commerce, Innovation community

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Wynn, Amanda. "An Investigation of the Contributions of Gender, Shopping Orientation, Online Experience, and Website's Interactive Features to Consumers' Intentions to Engage in Apparel E-commerce Shopping." NSUWorks, 2009. http://nsuworks.nova.edu/gscis_etd/340.

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E-commerce has experienced exponential growth within the last few years. The rapid growth of e-commerce has created a need to improve consumer acceptance and the consumer's intention to engage in e-commerce. Female consumers have yet to embrace e-commerce as readily as male consumers. Differences between male and female consumer shopping behavior were examined. This study developed and empirically tested a model to predict the consumer's intention to engage in apparel e-commerce shopping based on the constructs of gender, shopping orientation, online experience, and Website's interactive features. Male and female U.S. consumers age 18 and older were surveyed to determine their intention to engage in apparel e-commerce shopping. A total of 240 responses were received. After the pre-analysis data screening, a total of 216 responses were available for further analyses. Factor analysis was conducted by using principal component analysis (PCA) with VARIMAX rotation. The PCA resulted in four new factors including consumer shopping preference (CSP), personalization Website features (PWF), shopping environment (SE), and social interaction (SI). The statistical method Ordinal Logistic Regression (OLR) was used to predict whether gender (G1), CSP, PWF, SE, and SI have a significant influence on the consumer's intention to engage in apparel e-commerce shopping. Results of the OLR indicated that CSP was the only significant predictor of INT. A second OLR model was developed to determine the interaction effect of G1, CSP, PWF, SE, and SI used to predict the probability of INT. Results indicated the interactions of G1 and CSP, CSP and PWF, G1 and PWF, as well as SE and SI were significant predictors of INT. Two important contributions of this study include 1) an investigation of the key constructs that contribute to the consumer's intention to engage in apparel e-commerce shopping, and 2) an investigation of the interaction effect between the key constructs used to predict the consumer's intention to engage in apparel e-commerce shopping. The investigation results provide online retailers with the knowledge of how to increase e-commerce acceptance through understanding differences in male and female consumer shopping behaviors.

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Dey, Shohag. "The Diversified Online Shopper: Website Feature Preferences and Individual Characteristics." Cleveland, Ohio : Cleveland State University, 2007. http://rave.ohiolink.edu/etdc/view?acc_num=csu1198799409.

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Thesis (M.A.)--Cleveland State University, 2007.
Abstract. Title from PDF t.p. (viewed on May 8, 2008). Includes bibliographical references (p. 97-110). Available online via the OhioLINK ETD Center. Also available in print.

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Dai, Bo Forsythe Sandra Monk. "The impact of online shopping experience on risk perceptions and online purchase intentions the moderating role of product category and gender /." Auburn, Ala., 2007. http://hdl.handle.net/10415/1338.

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Zimmerman, Jonelle. "Using the S-o-r Model to Understand the Impact of Website Attributes on the Online Shopping Experience." Thesis, University of North Texas, 2012. https://digital.library.unt.edu/ark:/67531/metadc149694/.

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Using Mehrabian and Russell’s (1974) stimulus (S) - organism (O) - response (R) model, this study developed online shopping experience framework that explains consumer behavioral responses toward online and offline stores. The results of the examined hypothesized relationships in this study reveal website attributes that create positive affective and attitudinal states and behavioral responses toward the retailers and retailers’ websites. Among website attributes, interface design is the strongest predictor of all behavioral responses, while website attributes relating to shopping services and security/privacy affect long term behavioral responses, such as purchase intention and brand loyalty. This study is imperative to practitioners and researchers, as they will help further develop online store environments and online shopping experience.

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Guo, Yi. "Flow in internet shopping: a validity study and an examination of a model specifying antecedents and consequences of flow." Texas A&M University, 2004. http://hdl.handle.net/1969.1/1501.

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This dissertation studies the antecedents and consequences of the flow experience in online retailing environments. Flow is the enjoyable and engrossing experience that people feel when acting with total involvement. A review of previous studies suggests that applying the notion of flow to understand the online consumer experience is a promising but underdeveloped field with several conceptual and methodological issues. This dissertation attempts to contribute to our understanding of flow in online shopping in three ways. First, a three-part validity study was carried out using different approaches to construct validity and involving two sets of two flow measures: the Flow State Scale (FSS, Jackson and Marsh 1996) and the Internet Flow Scale (IFS). The first study related flow to behavioral criteria in online shopping. The second conducted a traditional construct validity study in which we developed and tested a nomological network of relationships between flow measures and other logically-related constructs. This study also included a Multitrait-Multimethod validity study. The third was a factorial validity study of the flow construct. These studies provided evidence of construct validity for flow and suggested that the FSS had advantages over the IFS in terms of validity. Second, this dissertation tested a comprehensive model of flow that included the underlying dimensions of flow, the mediating effects of perceived challenge and skill on flow, and antecedents and consequences of flow. Consequences of flow include perceived usefulness, affective responses to the site, and intentions to revisit and purchase. Overall, results based on data collected by a controlled experiment supported our model, suggesting that flow is a second-order construct and positively related to outcome variables. Thirdly, we studied the effect of Web site complexity on flow. Perceived site complexity was found to effect flow negatively. Investigating the effects of it on inducing flow in online shopping may eventually lead us to guidelines for improving the shopping experience by designing more capable Web sites.

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Dybdal, Andersen Anne, and Leonie Schreck. "Enhancing consumers' purchase intention by augmented reality : The relationship between augmented reality and Swedish millennials’ online purchase intention of shopping goods." Thesis, Högskolan Dalarna, Företagsekonomi, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:du-27921.

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Aim The aim of the study is to test the relationship between augmented reality and the Swedish millennials’ purchase intention of shopping goods. Methods A survey was distributed online to Swedish millennials (born between the years of 1982 and 2000). Non-probability sampling was conducted in order to collect primary data by making use of convenience and snowball sampling. A total amount of 408 valid responses were collected which were analysed by correlation, linear regression and moderation regression analyses. Results The variables related to augmented reality (product perception, risk perception, augmented reality experience, hedonic experience and utilitarian experience) were found to be significantly related to the consumers’ purchase intention. The relationship between product perception and purchase intention was found to be moderated by the online experience with augmented reality. However, no proof was found that perceived risk when shopping online is moderated by using augmented reality. Conclusion Augmented reality can be used as a tool to enhance the consumers’ perception of the offered product and therewith raise the online purchase intention of Swedish millennials for shopping goods. The efficiency and informative aspects that augmented reality can provide are especially appreciated. Therefore, this study can recommend online retailers to introduce an augmented reality strategy in order to raise Swedish millennials’ purchase intention of shopping goods and therewith increase the sales numbers.

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Cho, Siwon. "Effects of Experiences and Brand-Self Image Congruity on Perceived Risk and Purchase Intention in Apparel Online Shopping Context." Diss., Virginia Tech, 2008. http://hdl.handle.net/10919/77258.

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Retailers' ultimate concern is consumers'' purchase intentions because increasing levels of purchase intention may lead to the actual purchase, which is directly related to retailers' sales and profits. Perceived risk has been proposed as one of the most important concepts for understanding how consumers make a purchase decision (Mitchell, 1999) and research findings supported that perceived risk was a significant factor affecting consumers' willingness to purchase (Heijden, Verhagen, & Creemers, 2001). Therefore, it is critical for online retailers in the apparel industry to understand consumer's perceived risk and purchase intention so that they can develop effective retail strategies and build long-term relationships with customers. Consumers use internal information to help them in the purchase decision process by retrieving risk-related information from memory. Experience and product/brand knowledge are two common types of internal information that consumers use to reduce risks and make purchase decisions (Brucks, 1985; Engel, Blackwell, & Miniard, 1995). Studies showed that experience with previous in-home shopping for apparel products significantly reduced perceived risk and increased purchase intention in buying apparel products via in-home shopping channels (Kwon, Paek, & Arzeni, 1991; Park & Stoel, 2005; Sen, Johnson, Stanforth, Lennon, & Moore, 2000). Several researchers also have investigated the relationship between the familiarity with a website's brand and the perceived of risk and purchase intention (Laroche, Kim, & Zhou, 1996; Park & Stoel, 2005). However, the brand familiarity in these studies was measured as consumer's brand knowledge through frequent exposures, such as advertisement, instead of experiences acquired through actual purchase and use of the brands. No study has examined if the purchase experience and actual usage of a specific brand are related to perceived risk when consumers shop for apparel products online. Brand image is one type of knowledge that consumers stored in their memory and may retrieve it during their decision making process. Studies showed that brand image was the most important and most frequently used tool to reduce consumers' perception of risk (Nandan, 2005). McCracken (1989) indicated that brand image helps an individual express oneself and develop one's self-identities; therefore, consumers prefer products with an image that matches their actual or ideal self-concept (Karande, Zinkhan, & Lum, 1997). Therefore, congruity between brand image and consumers' self image (brand-self image congruity) may help consumers to reduce their perceived risk and increase purchase intention in apparel online purchases. No study has examined the effect of brand-self image congruity in apparel online shopping context. The purposes of the study were to investigate (a) the relationships between consumers' experience with apparel catalog/TV shopping and their experience with apparel online shopping, (b) the effects of consumers' experience with apparel online shopping and brand-self image congruity on their experience with a specific brand, and (c) the effects of consumers' experience with a specific brand and brand-self image congruity on their perceived risk and purchase intention in apparel online shopping context. Two conceptual frameworks were developed. The first framework was for examining all participants, including participants with and without experience with a specific brand. The valence of experience with a specific brand was excluded in this framework. The second framework, including the valence of the experience with a specific brand, was for examining participants who had experience with a specific brand. Fifteen research hypotheses were generated with respect to the specific relationships proposed in the conceptual frameworks. A 2 x 2 quasi-experimental between subjects design was used in this study to examine if experience with a specific brand (Experience vs. No Experience) and brand-self image congruity (Consistent vs. Inconsistent) were the antecedents of perceived risk and purchase intention in apparel online shopping context. In addition to the quasi-experimental design, a survey design was also used to examine the relationships among experiences with catalog, TV, and online shopping for apparel products and the relationships among experience with apparel online shopping, perceived risk and purchase intention. Data was collected by online surveys using a national sample, and 455 apparel online shoppers living in the U.S. participated. Factor analysis results showed that the valence and extent of the experiences were two different constructs, and therefore, the two aspects of experience were included in the study. The extent of the experience is about how often consumers buy products, how much money they spend, and how many items they buy (Klopping & McKinney, 2006; Seock, 2003; Ward, 2001). The feelings experienced are called the valence of the experience, and these feelings are usually described in the literature as good/bad, enjoyed/not enjoyed, or satisfied/ dissatisfied with the experience (Chen & Dubinsky, 2003; Folkes & Patrick, 2003; Mano & Oliver, 1993; Raghubir & Menon, 2005). The first purpose of the study was to investigate the relationships between consumers' experience with apparel catalog/TV shopping and their experience with apparel online shopping. The results showed that participants who had more experiences and who had a positive feeling about their experience with buying apparel products from catalogs had more experiences with apparel online shopping. However, participants' TV shopping experiences did not have significant relationships with apparel online shopping. Participants who had more positive feelings about their experience with buying apparel products online purchased apparel product more frequently, bought more apparel items, and spent greater amount of money on apparel products online. The second purpose of the study was to investigate the effects of consumers' experience with apparel online shopping and brand-self image congruity on their experience with a specific brand. The results showed that participants who had more experiences with buying apparel products online and who perceived the image of a specific brand as more consistent with their self image had more experiences with a specific brand, indicating that they purchased apparel product of the brand more frequently, bought more items of the brand, and spent greater amount of money on the brand. The third purpose of the study was to investigate the effects of consumers' experience with a specific brand and brand-self image congruity on their perceived risk and purchase intention in buying a specific brand online. The results of perceived risk showed that for all participants, including those with and without experience with a specific brand, those had more experiences with a specific brand and those perceived the image of a specific brand as more consistent with their self-image perceived less risk in buying the apparel products of the brand online. However, participants who already had experience with a specific brand perceived less risk in buying the brand online if they had positive feeling about their experience with the brand despite of the frequency of previous experience (i.e., the extent of the experience with a specific brand). In the results of purchase intention, similar results to that of perceived risk were found for all participants. Those had more experiences with a specific brand and those perceived the image of a specific brand as more consistent with their self-image had higher purchase intention in buying the apparel products of the brand online. However, among the participants who had experience with the specific brand, only brand-self image congruity influenced their perceived risk and purchase intention. Either the extent or valence of the experience with the brand did not directly influence their purchase intention in buying the brand online. Instead, these experiences indirectly influenced the purchase intention through perceived risk. In conclusion, participants' experience with apparel online shopping and brand-self image congruity were significant factors on their perceived risk and purchase intention in apparel online shopping context. Participants who had more and positive experience with apparel online shopping and those whose self image was more consistent with the brand image perceived less risk and had higher purchase intention in buying apparel products of the brand online. This study extends the understanding of consumers' apparel online shopping behavior by identifying the roles of experiences and brand-self image congruity in apparel online shopping context. Based on the findings, suggestions for marketing strategies in apparel online shopping were provided.
Ph. D.

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Costa, Sérgio Rodrigues da. "Experiência online do consumidor e o seu impacto na lealdade nas compras online." Master's thesis, Instituto Superior de Economia e Gestão, 2020. http://hdl.handle.net/10400.5/20806.

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Mestrado em Marketing
A forte concorrência no e-commerce torna essencial uma abordagem de marketing que consiga cativar e reter os consumidores. Ao promover a criação de um vínculo emocional com os consumidores, o Marketing Experiencial começa nesse sentido a ganhar uma maior importância. Contudo, é necessário aprofundar a compreensão sobre a Experiência Online do Consumidor (EOC) e sobre os seus possíveis resultados. Assim, o objetivo da presente dissertação consiste em desenvolver um modelo explicativo da influência da EOC na lealdade nas compras online, sendo propostas ligações entre as dimensões da EOC, o valor percebido da experiência, a satisfação, a confiança e a lealdade. Com base num estudo quantitativo mono-método, esta investigação de natureza explanatória decorreu num horizonte temporal cross-sectional. Utiliza uma amostra não probabilística por conveniência, tendo sido utilizado um questionário online para recolha de dados. No total, obtiveram-se 810 respostas válidas, sendo que os dados foram analisados com recurso ao IBM SPSS Statistics através de técnicas estatísticas. Os resultados obtidos demonstraram que a EOC, através das suas respetivas dimensões, pode impactar o valor que os consumidores retiram das suas experiências online, bem como os seus níveis de satisfação e de confiança. Para além disso, todos os resultados da EOC identificados mostraram-se relevantes na explicação do desenvolvimento da lealdade nas compras online. Ao nível académico, a presente investigação contribui para o enriquecimento do conhecimento sobre a EOC e os seus resultados, colmatando lacunas existentes. Ao nível prático, fornece insights para potenciar estratégias de marketing, ilustrando a importância em considerar aspetos hedónicos no e-commerce.
The strong competition in e-commerce makes essential a marketing approach that is able to captivate and retain customers. By promoting the creation of an emotional bond with customers, Experiential Marketing begins to gain greater importance in this sense. However, it is necessary to deepen the understanding of the Online Customer Experience (OCE) and its possible outcomes. Therefore, the purpose of this dissertation is to develop an explanatory model of the influence of OCE on loyalty in online shopping, with links being proposed between the dimensions of OCE, the perceived value of experience, satisfaction, trust and loyalty. Based on a quantitative mono-method study, this explanatory research was elaborated in a cross-sectional time horizon. It uses a non-probabilistic convenience sample and an online questionnaire for data collection. In total, 810 valid responses were obtained, being that the data was analyzed using IBM SPSS Statistics through statistical techniques. The results obtained showed that OCE, through its respective dimensions, can impact the value that customers derive from their online experiences, as well as their levels of satisfaction and trust. In addition, all identified OCE outcomes were relevant in explaining the development of loyalty in online shopping. At the academic level, this research contributes to the enrichment of knowledge about the OCE and its outcomes, filling existing gaps. At a practical level, it provides insights to enhance marketing strategies, illustrating the importance of considering hedonic aspects in e-commerce.
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Yu, Ui-Jeen. "Relationship of body satisfaction to virtual product experience and perceived risk of product performance in online and multi-channel apparel shopping." [Ames, Iowa : Iowa State University], 2009. http://gateway.proquest.com/openurl?url_ver=Z39.88-2004&rft_val_fmt=info:ofi/fmt:kev:mtx:dissertation&res_dat=xri:pqdiss&rft_dat=xri:pqdiss:3369916.

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Beyer, Péndola Valerie. "Los factores de la experiencia online en relación a la decisión de compra de marcas de ropa casual por parte de hombres del NSE A/B de 20 a 30 años en Lima Metropolitana en el 2018." Bachelor's thesis, Universidad Peruana de Ciencias Aplicadas (UPC), 2019. http://hdl.handle.net/10757/627723.

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En los últimos 10 años, se ha notado un crecimiento exponencial en las ventas generadas a través del canal online. Al contar con consumidores que buscan constantemente excelente calidad de servicio y que procesos sean simplificados para ellos, las marcas de ropa casual ven la importancia de invertir en este canal. Sin embargo, al contar con beneficios tanto para el consumidor como para la marca, aún existen barreras que afectan la preferencia por este canal por parte de los consumidores. En la sociedad peruana, el hombre es percibido como practico en relación a las decisiones de compra. Se busca en la siguiente investigación comprobar dicho estereotipo, relacionando el concepto de la masculinidad con el proceso de compra online. Es por ello que se descubrió la importancia de investigar acerca de los factores de la experiencia online en relación a la decisión de compra de marcas de ropa casual por parte de hombres del NSE A/B de 20 a 30 años en Lima Metropolitana en el 2018. El presente estudio posee una investigación de campo cualitativo y cuantitativo gracias a la realización de 2 focus groups, entrevistas a expertos y 224 encuestas realizadas al público objetivo en diferentes ubicaciones de Lima Metropolitana. Se profundizará en conceptos como la intangibilidad, el valor de marca, la masculinidad, E-commerce entre otros, con el fin de hallar la importancia de los factores que afectan la decisión de compra online.
In the last 10 years there has been a considerable increase in online sales. Now that customers are constantly expecting and demanding excellent service and simple purchase processes, clothing brands have identified the importance to invest in this platform. Even though this platform provides advantages for both the brand and the consumer, there are still barriers that affect the decision of the consumers to prefer the online store. In the Peruvian society, men are perceived to be practical in relation to purchase decisions. The investigation attempts to analyze this stereotype and connect and compare the concept of masculinity to the online shopping process. Therefore, it was deemed interesting to investigate the factors involved with the online experience in relation to the final purchase decision of casual clothing by men, between the ages of 20 a 30, that belong to the socioeconomic level A/B in Lima in 2018. The investigation is composed of a qualitative and a quantitative analysis. These analyses were made up of two focus groups, interviewing two experts related to the topic and 224 surveys completed by the primary target throughout different locations in Lima. Finally, in the investigation, concepts such as intangibility, brand value, masculinity and E-commerce will be analyzed profoundly, with the objective of discovering the importance assigned to the factors that affect the online purchase decision.
Trabajo de investigación

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Ceribeli, Harrison Bachion. "Uma análise da e-satisfação a partir das experiências de compra online e do envolvimento individual durante as compras." Universidade de São Paulo, 2013. http://www.teses.usp.br/teses/disponiveis/96/96132/tde-05112013-160610/.

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Esta pesquisa teve como objetivo identificar e analisar os elementos associados às experiências de compra online que influenciam a satisfação dos e-consumidores em compras de alto e baixo envolvimento no comércio eletrônico. Para atingir o objetivo proposto, foi realizado um levantamento de campo, cuja amostra foi composta por 720 e-consumidores. Adotou-se o processo de amostragem por cotas, utilizando-se como critério para composição dos estratos da amostra a distribuição etária da população do estudo. Para análise dos dados referentes a compras de alto envolvimento, utilizou-se a Modelagem de Equações Estruturais. Por outro lado, para análise dos dados referentes a compras de baixo envolvimento, utilizaram-se a Análise Fatorial Exploratória e a Análise de Regressão Múltipla. A partir da análise estatística dos dados referentes a compras de alto envolvimento, constatou-se que existem alguns atributos das experiências de compra online que influenciam diretamente a esatisfação (conveniência associada ao website, políticas de trocas e devoluções da empresa e qualidade do serviço de entrega), enquanto outros influenciam o estado de fluxo online (inovação percebida no website, preços e estética do website), que, por sua vez, influencia a esatisfação. Adicionalmente, foram identificados dois atributos que influenciam tanto o fluxo online quanto a e-satisfação (confiabilidade atribuída ao website e variedade de produtos disponíveis para venda no website). Complementarmente, a partir da análise estatística dos dados referentes a compras de baixo envolvimento, constatou-se que três atributos das experiências de compra online influenciam positivamente a e-satisfação, sendo eles a qualidade do serviço de entrega, as informações disponíveis no website e a estrutura de atendimento ao cliente do website. Constatou-se também que a inovação associada ao website influencia negativamente a e-satisfação em compras de baixo envolvimento.
This research aims to identify and analyze the factors associated with online shopping experiences that influence e-satisfaction in high and low involvement purchases. To reach that goal, we conducted a field survey, whose sample consisted of 720 e- consumers. We adopted quotas sampling, using as criteria for the composition of the sample strata age distribution of the study population. To analyze the data for high-involvement purchases, we used the Structural Equation Modeling. On the other hand, for the analysis of data for purchases of low involvement, we used the Exploratory Factor Analysis and Multiple Regression Analysis. From the statistical analysis of the data for high-involvement purchases, it was found that there are some attributes of online shopping experiences that directly influence the satisfaction (convenience associated with the website, exchanges and returns policies of the company and quality of service delivery), while others influence the state of flow online (perceived innovation on the website, price and aesthetics of the website), which, in turn, influences e-satisfaction. Additionally, we identified two attributes that influence both flow online and e-satisfaction (reliability attributed to the website and variety of products available for sale on the website). In addition, from the statistical analysis of data for purchases of low involvement, it was found that three attributes of online shopping experiences positively influence e-satisfaction: quality of service delivery, information available on the website and website structure of customer attendance. It was also found that innovation associated with the website negatively influences e-satisfaction in purchases of low involvement.

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Andersson, Patrik, and Philip Ivarsson. "Vane-engagemang inom online-handel : En studie om vane-engagemang och kognitiv kundupplevelse." Thesis, Högskolan i Gävle, Företagsekonomi, 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-36447.

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Syfte: Den här studien presenterar en ny vinkel på forskning inom engagemang och kundupplevelser. Studiens syfte är att undersöka hur konsumenters köpbeteende påverkas av vane-engagemang inom onlineshopping, samt att se hur kvalitén på den kognitiva kundupplevelsen påverkar vane-engagemanget. Metod: Studien utfördes genom en kvantitativ enkätundersökning. 134 respondenter deltog, varav 128 av dessa svar analyserades. Enkäten innehöll 57 frågor och var uppdelad i fem kategorier som representerade olika typer av produkter som inhandlas online. Vidare delades enkätens kategorier upp i två delar som var inriktade på vane-engagemang och kognitiv kundupplevelse. Inga kriterier fanns för deltagande och bortfallet skedde på grund utav en kontrollfråga i slutet på enkäten. Resultat & slutsats: Studiens resultat påvisade att majoriteten av respondenterna hade ett vane-engagemang gentemot enstaka hemsidor när de handlar inom alla produktkategorier. Den starkaste anledningen till detta är att bekvämligheten i vanan främjade detta beteende. En annan upptäckt som gjordes under studien var att kvalitén på den kognitiva kundupplevelsen har en tydlig påverkan på vane-engagemanget. Till sist så visade resultatet att vilket kön respondenten hade spelade en massiv roll i hur starkt vane-engagemanget var inom vissa av kategorierna. Examensarbetets bidrag: Studien har bidragit med ny information angående vane-engagemang och kognitiva kundupplevelser inom online-handel. Upptäckten att könen skiljer sig åt inom vane-engagemang är en synvinkel som inte tidigare tagits upp. En annan upptäckt är att den kognitiva kundupplevelsen kan påverka de autonoma responserna i individens beteende. Dessutom har studien bekräftat mängder med tidigare information som enbart tillämpats inom fysiska miljöer. Förslag till vidare forskning: Forskning kring samma ämne fast med en annan metod. Kvalitativa intervjuer eller experiment hade skapat djupare förståelse för ämnet. Hur påverkar vardaglig stress vane-engagemang hos konsumenten och könets påverkan på vane-engagemang?
Aim: This study presents a new view on research about engagement and customer experience. The aim of this study is to examine how consumers buying behavior gets affected by habitual commitment and how the quality of cognitive customer experiences affect habitual commitment Method: The study was made through a quantitative survey method. 134 respondents participated and 128 of these responses were analyzed. The survey contained 57 questions divided over a set of five categories which represented different kinds of products that usually get shopped online. Furthermore, the survey was divided inside of the categories to two parts, one part focused on habitual commitment and the other part on cognitive customer experience. No criteria for participation was set and the 6 answers that weren’t used got disqualified because of a control question at the end of the survey. Result & Conclusions: The result of the study shows that the majority of the respondents did have a habitual-commitment towards websites within every product category. The strongest factor for this was the comfortableness in the habit itself. Another finding was that the quality of the cognitive customer experience affected the habitual-commitment. The last finding wast hat the gender of the respondent differentiated how strong the habitual-commitment was. Contribution of the thesis: The study has contributed with new information about habitual-commitment and cognitive customer experience within online shopping. The finding about the gender differentiation within habitual-commitment is a new perspective that hasn’t been mentioned before. Another finding is how cognitive customer experience can affect the habitual-commitment. Also, this study has confirmed a lot of information that only was applicable in physical settings before. Suggestions for future research: Studies about the same subject but with different methodologies. Qualitative interviews and experiments would have created a deeper understanding of the topic. How does everyday stress affect the habitual commitment of a consumer and does the consumer's gender affect how strong the habitual commitment is?

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Ayllòn, Espinoza Nicole Alejandra, and Vera Arturo Ojeda. "Acciones de experiencia de compra dentro de las plataformas digitales de los retailers en relación a la compra online de ropa en Lima Metropolitana." Bachelor's thesis, Universidad Peruana de Ciencias Aplicadas (UPC), 2019. http://hdl.handle.net/10757/656656.

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Los factores funcionales de la experiencia de compra se caracterizan por ser parte importante de la usabilidad de los e-commerce que según diversos autores estos podrían influir en la satisfacción de los clientes al momento de realizar la compra. Es por esta razón que se han empleado diferentes estrategias para poder medir diferentes variables. Muchos de los retailers que realizan sus transacciones en Lima están tomando en cuenta las diversas herramientas que ayudan a mejorar la experiencia de compra en las páginas; sin embargo, podría faltarles implementar otras o no estarían utilizando las adecuadas. Las hipótesis serán validadas mediante dos focus group y 242 encuestas basadas en la investigación a personas entre 18 y 45 años que vivan en Lima Metropolitana y que hayan realizado una compra mediante el e-commerce de un retail.
The functional factors of the shopping experience are characterized by being an important part of the usability of e-commerce, which according to various authors could influence customer satisfaction at the time of purchase. It is for this reason that different strategies have been used to measure different variables. Many of the retailers that carry out their transactions in Lima are taking into account the various tools that help improve the shopping experience on the pages; however, they may not be able to implement others or they may not be using the correct ones. The hypotheses will be validated through two focus groups and 242 surveys based on research among people between 18 and 45 years old who live in Metropolitan Lima and who have made a purchase through the e-commerce of a retail outlet.
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Neem, Laahanen William. "Dark Patterns in Swedish Ecommerce Websites." Thesis, KTH, Skolan för elektroteknik och datavetenskap (EECS), 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-300396.

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Dark patterns are a type of user experience technique and persuasive design where, with the help of knowledge about human behavior, a design has been created that enables users or customers to make disadvantageous decisions that you would not otherwise have made. One of the areas in which dark patterns have come to be used is ecommerce websites. This study aims to find out what type of dark patterns are used on Swedish shopping websites, how often they occur, and to gain an understanding of how people who work in the industry view the phenomenon. To do this, a taxonomy based on previous work in dark patterns has been developed. This taxonomy was used to manually analyze 96 of the largest Swedish e-commerce websites. The results showed that Hidden Costs, Low Stock Messages, Misdirections and Activity Messages were the most frequently occurring dark patterns on these websites. The interviews also showed that people working in the ecommerce industry are aware that dark patterns are used. However, they do not see it as a big problem that e-commerce websites try to influence the customer to make certain decisions as long as they do not directly use false information. With this report, we contribute insights into how, and to what extent, dark patterns are used in Swedish shopping websites and therefore also raise the awareness of coercive design and its effects.
Dark patterns är en typ av användarupplevelse och konverterande design där man med hjälp av psykologi och kunskap inom mänskligt beteende skapat en design som möjliggör att du tar ogynnsamma beslut som du annars inte hade tagit. Ett av de områden som dark patterns har kommit att användas på är e-handelshemsidor. Denna studie syftar till att ta reda på vilken typ av dark patterns som används på svenska shoppinghemsidor, hur ofta de förekommer, samt få en förståelse för hur människor som jobbar inom branschen ser på fenomenet. För att göra detta har en taxonomi baserat på tidigare arbeten inom dark patterns tagits fram. Denna taxonomi har sedan fått utgöra grunden för den manuella undersökning av de 96 största svenska e-handelshemsidorna som gjorts. Resultatet visade på att Hidden Costs, Low Stock Messages, Misdirections, och Activity Messages var de allra mest frekvent förekommande dark patterns på dessa hemsidor. Intervjuerna visade även på att folk inom branschen är medvetna om att dark patterns används och ser det inte som något stort problem att man på e-handelshemsidor försöker påverka kunden till att ta särskilda beslut, så länge man inte direkt använder sig av falska uppgifter. Med denna rapport bidrar vi med insikter hur dark patterns används inom Sverige på e-handelshemsidor och därmed också för att öka medvetenheten om tvingande design och effekterna av den.

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Kawaf, Fatema. "Online fashion shopping experiences : web atmospherics and consumer's emotions." Thesis, University of Strathclyde, 2016. http://digitool.lib.strath.ac.uk:80/R/?func=dbin-jump-full&object_id=27495.

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Skočík, Miroslav. "Internetový marketing." Master's thesis, Vysoké učení technické v Brně. Fakulta podnikatelská, 2014. http://www.nusl.cz/ntk/nusl-224533.

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Diploma thesis focuses on the selection and application of appropriate internet marketing tools. It specifies possible fields of B2C promotion on the internet. It analyses chosen company and its existing operations in the field of internet marketing due to recommended procedures and procedures of its competitors. Diploma thesis uses theoretical knowledge and analysis for application of proposed internet marketing strategy and finally compares performances of applied areas of the internet marketing.

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Johnson, Johanna. "The Worst Part of Shopping? A study on how emotional design can affect customers in the checkout experiences of online shopping." Thesis, Malmö universitet, Fakulteten för kultur och samhälle (KS), 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:mau:diva-22808.

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Emotions are taking part in our everyday lives even if we are aware of it ornot. It helps us behave and to decide when we have to make decisions. A fieldone does not often associate with emotions is “serious” programmes. We liketo think that serious programmes have to remain serious. Because of that, thisis also a field where designers not often think about adding emotional designelements. This bachelor project became an explorative project whereinvestigations on emotions in online checkouts, which I chose to defineserious programme as, were conducted. The results showed that there areemotions present in the checkout, it could thus be difficult to point them out.Provocative experiments were also made to be able to discover theexperienced emotions in the checkout which one does not often think about.It showed that adding emotional design elements in the checkout can influencecustomers and their behaviour to a certain extent and that there are emotionscustomers try to avoid.

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Khosrowtaj, Zainab. "An experimental study on the effect of social presence, usability and user control on online shopping experiences." Thesis, University of Sussex, 2016. http://sro.sussex.ac.uk/id/eprint/65971/.

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The research presented in this thesis presents a unique experimental environment designed to identify social components that may strengthen the social context of online shopping. This experimental environment is designed to simulate the interaction of customers' social experiences in their offline shopping tasks, e.g. when they visit stores socially to shop with friends or relatives. In collaboration with the simulation environment a fractional factorial experimental study has also been designed to explore how social and co-presence, can be built, measured and improved within online retailers' e-commerce websites. This research investigates whether social and copresence have an impact on user perceived involvement, engagement and interactivity when socially rich elements embedded in a shopping environment are adjusted. A key element of this research investigates the social influence on customers' attitudes, including search and purchase decision behaviour, when online shopping is shared with friends or relatives. A unique research model combining an experimental simulation and fractional factorial design of an experimental study is proposed that examines the effect of socially rich elements on social and co-presence. The proposed model also provides additional insight into the effect and consequences of social and co-presence on perceived involvement, engagement and interactivity in the online shopping experience. Specifically, a fractional factorial design of the experimental study with three interventions was planned and implemented. The experiment involved small groups of two participants who performed a group experimental task with the simulation environment in computer laboratory conditions. The fractional factorial experimental study required the design of unique structured pre- and post-test questionnaires, a novel shopping environment simulation and associated experimental tasks. The population of this research includes staff and students of the University of Sussex. Experimental results support the hypotheses developed in this thesis. They illustrate positive correlations between three interventions and dependent variables. It was found that increased level of social presence results in higher level of experienced involvement, engagement and interactivity with the shopping channel. Also, it was found that social presence has statistically significant effect on perceived involvement and engagement. However, social presence has a main effect on perceived interactivity. In addition, it was found that increased level of social presence reduces consumers' search effort for product information, and also increased level of social presence increases the effectiveness and quality of purchase decision. This thesis demonstrates that retailers could develop innovative new online shopping channels that exploit primarily social presence, i.e. shopping with friends and relatives, to increase revenues because social presence accounts for 15% of the users' intention to buy.

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Abebaw, Meron Kebede, and Willard Kingstone Matukuta. "Technology and Customers’ Experiences in Fashion Physical Stores: The Case of Sweden." Thesis, Högskolan i Gävle, Företagsekonomi, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-27431.

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Title: Technology and Consumers’ Experiences in Fashion Physical Stores: The Case of Sweden Level: Master Thesis in Business Administration Author: Meron Kebede Abebaw; Willard Kingstone Matukuta Supervisor: Agneta Sundström, PhD Examiner: Maria Fregidou-Malama, PhD Date: May, 2018 Aim: The aim of this study is to analyze whether in-store digital technology in fashion retailers are used to change the customers’ shopping experience and behavior. Method: This study chooses qualitative research and used both primary and secondary data collection as method. Results and conclusions: This study have reached to conclude that: with the current advances in technology, physical stores can use in-store technology to give customers a new experience; physical stores perceive that using in-store digital technology will change customers shopping experience. Also, marketing mix inputs and technology affect customers’ behavior. Suggestions for future research: For future research, how smart fitting rooms may influence the customer experience in the physical store will be important to study. Researchers can also consider understanding customer responses to in-store technology. Finally, a customer’s perspective to both suggestions should improve the knowledge on whether digital solutions are preferred in in-store shopping or not. Contributions of the thesis: This thesis contributes to the current state of theories on in-store technology by showing atmosphere has effect on customers’ experiences and behavior in addition to the marketing mix. On the managerial perspective, analyzing the installation of this technology will enable to identify its effect on customers’ experiences and behavior. In addition, on the societal perspective, the behavior of customers will help in motivating younger generation to utilize this in-store technology.

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setiawanlai, evelyn, and 賴怡慧. "A study of AR-based online shopping experience." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/23502822989519111230.

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碩士
國立成功大學
創意產業設計研究所
102
Virtual Dressing Room (VDR) as an Augmented Reality (AR)-based web environment draws an opportunity to create better shopping experience in online shopping in Indonesia. This research identifies user experience of online shopping at three levels: the activity level (buying, consumption, impress people, online, dressed at home), the action level (everything that related to try-on, physical try-on), and the operational level (technology, moving, adjust). First study reveals positive and negative feedback of VDR that helps the researcher to summarize several suggestions from participants for better VDR based on their insight. This finding, used for the interview and group discussions to illustrate new designs of better VDR, with better shopping experience and better user engagement. In conclusion, the research demonstrates that VDR may attract people and encourage customers to take action to buy products, while the AR technology still needs improvement to achieve better experience that brings satisfaction and good feeling during online shopping.

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Yu-Bin, Chiu. "Online Shopping Model in E-tail Service: The Moderating Effects of Online Purchasing Experience." 2006. http://www.cetd.com.tw/ec/thesisdetail.aspx?etdun=U0009-1907200616515000.

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Lian, Cheng-wei, and 連成崴. "Experience Design of User’s Online Shopping Involvements and Price Comparison Styles." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/wen47n.

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碩士
國立臺灣科技大學
設計研究所
99
Owing to the convenience and immediacy of Internet technology, online shopping has become a novel business model in recent years. This research study reveals the user interface (UI) design strategy based on problems of existing online shopping websites. Thus, this thesis focuses on: 1) applying the viewpoint of experience to the UI design of online shopping website, then discussing the relationship between shopping decision and price comparison style for different user involvements in order to increase the possibility of providing better Quality of Service (QoS). 2) Investigating the existing online shopping website UIs: based on the problems of existing online shopping websites, products that satisfy the consumer’s requirements are given in terms of functionality, satisfaction, and system utilization. 3) Discussing, experiencing, and criticizing the designed interactive UIs of online shopping website, and also, exploring and categorizing involved literature for verifications, giving suggestions for designing UIs according to the user’s requirements. For the experiments, a two-way ANOVA experiment design, i.e., 2 (user involvements) by 3 (price comparison styles), was used. The user involvements have two levels: a) high involvement users: purchase is important, consideration or positive actions happen when curiosity comes. b) Low involvement users: purchase is not important, and also, with small sensory risks which result in low information processing demand. For price comparison, it can be categorized into three levels: a) drag operation: the pictures of product for comparison are dragged into the comparison zone. b) pick-up operation: comparison is made by using the check-boxes. c) existing operation: special offers are summarized for comparison. The data generated from the experiment in terms of task performance, system usability, and quality of Internet experiences are obtained for further statistical analyses. The generated experimental results are: 1) Pick-up operation with low involvement users and drag operation with high involvement users are eligible. It is substantiated that user involvement and price comparison style can highly interfere with users’ feelings. 2) The pick-up operation is one of the UIs that can find the target product rapidly and increase the task efficiency, satisfaction, and feeling of experience. 3) Drag operation is considered as a design of simulating physical shopping behavior. 4) The systems which provide the frame of detailed price comparison can isolate the special offer attraction and assist the purchase decision on recognizing special offer for positive judgment. 5) The number of candidate for comparison can be adjusted according to the user’s shopping behavior and quantity of preferred information.

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Chou, Tsui-Chen, and 周翠珍. "Key Factors that Impact Consumers’ Online Shopping– Exploring from User Experience." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/z9ux6h.

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碩士
元智大學
管理碩士在職專班
105
In the past, management scholars have a lot of discussion on the influencing factors of online shopping, but few research explore from the user experience , even when it comes to user experience is only for the use of product experience analysis, for online shopping experience analysis is very rare. In order to meet this gap, the purpose of this research is to identify key factors in the user experience of online shopping and to provide a reference to the online shopping industry's strategic layout. This research explores the influential factors of online shopping based on user experience. Delphi Method and Analytic Hierarchy Process are applied to understand consumers’ online shopping factors, and analyze key factors of user experience through quantitative results. A total of 70 questionnaires were distributed, and 62 samples were received with 54 effective samples. The results of this research show that attraction is the most critical factor among the user experience of online shopping. The five significant evaluation criteria are time, price, shipping efficiency, financial and face.

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Mata, Catarina Lopes. "E-Shopping / In-Store Shopping, Experience and Shopping Motives: o Consumidor de Moda de Luxo." Master's thesis, 2021. http://hdl.handle.net/10400.26/36181.

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A presente dissertação intitulada “E-Shopping/ In-Store Shopping Experience and Shopping Motives: O consumidor de moda de luxo” tem como propósito explorar a experiência de shopping e os motivos do consumidor no shopping de moda de luxo, consoante a escolha do ponto de venda. Numa primeira fase, as marcas de moda de luxo destacaram-se pela sua presença em loja física. Porém, com a multiplicidade de plataformas de eletronic commerce, algumas luxury brands repensaram o seu posicionamento de venda e deram continuidade ao seu negócio no meio digital. A diferenciação do ponto de venda está associada a experiências de shopping distintas, bem como a motivos específicos do consumidor. Na secção metodológica, realizou-se um estudo não experimental correlacional entre as variáveis dependentes definidas nesta investigação, sendo que o inquérito por questionário (Qualtrics) foi o instrumento utilizado para a recolha de dados. O software estatístico SPSS foi a ferramenta escolhida para analisar e correlacionar os dados recolhidos. Como recurso a este estudo, a Farfetch foi identificada como a best practice no ramo do luxo online e a plataforma mais adequada para filtrar o target desta investigação. A primeira hipótese de investigação “A adesão às novas tendências da moda de luxo influencia positivamente o consumo de marcas de luxo.” não foi confirmada, bem como a hipótese “Há uma associação positiva entre os benefícios da experiência de shopping in-store e os benefícios da experiência de shopping online.” Porém, confirmou-se a hipótese de investigação “Há uma associação positiva entre os motivos dos consumidores de produtos de moda de luxo online e os motivos dos consumidores de produtos de moda de luxo in-store.”
The present dissertation titled “E-Shopping / In-Store Shopping Experience and Shopping Motives: The luxury fashion consumer” aims to explore the shopping experience and consumer motives in the luxury fashion shopping, depending on the choice of the sale. In the first stage, the luxury fashion brands stood out for their presence in a physical store. However, with the multiplicity of electronic commerce platforms, some luxury brands rethought their sales position and continued their business in the digital environment. Point of sale differentiation is associated with different shopping experiences, as well as specific consumer motivations. In the methodological section, a correlational non-experimental study was carried out between the dependent variables defined in this investigation, and the questionnaire survey (Qualtrics) was the instrument used to collect data and its respective representative sample of the population. The SPSS statistical software was the tool chosen to analyze the collected data. As a resource to this study, Farfetch was identified as the best practice in the online luxury business and the most appropriate platform to filter target’s investigation. The first research hypothesis "Adherence to new trends in luxury fashion positively influences the consumption of luxury brands." has not been confirmed, as well as the hypothesis "There is a positive association between the benefits of the in-store shopping experience and the benefits of the online shopping experience." However, the research hypothesis is confirmed "There is a positive association between the motives of consumers of luxury fashion products online and the motives of consumers of luxury fashion products in store."

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Chiu, Yu-Bin, and 邱裕賓. "An Online Shopping Model in E-tail Service: The Moderating Effects of Online Purchasing Experience." Thesis, 2006. http://ndltd.ncl.edu.tw/handle/28257913316650049000.

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博士
元智大學
管理研究所
94
The dramatic growth in e-commerce introduces new challenges. It is no doubt that Electronic commerce provides an exciting opportunity to connect with customers. Business-to-consumer ecommerce is the activity in which customers get information and purchase products using Internet. E-tailers are retailers selling goods via business-to-consumer websites in which sellers are likely to handle ordering, payment, and shipping as single-order events. Although a great deal of effort has been made on the topics of online shopping. What seems to be quite lacking, however, is the diversity between the potential consumers and existing ones. Base on and follow the user acceptance theories, this dissertation focuses on the issues of E-tailers to investigate the behaviors while shopping online. Three purposes are summarized below: First, to propose an online shopping model, which is more appropriate for the issues about online shopping in E-tailers and composes of two phases, in turn, online browsing model and online purchasing model. Second, reviewing the definition of prior experience explicitly and then define the online purchasing experience. Based on this, to separate the visitors of E-tailers into two groups, in turn, E-tailer guests (inexperienced in purchasing) and E-tailer purchasers (experienced in purchasing) while analyzing online browsing model. In the third research stage for online purchasing model, from many factors of customers’ traits, we choose the gender to test the moderating effects. This study use SEM to verify each model. In the second analysis stage for online browsing model, proceeding multi-group analysis across these two groups and comparing the coefficients in order to fill the gap between the potential consumers and existing ones that the previous literatures did not clarify. It is valuable not only for the E-tail industry but also researchers. The analysis method of third stage is the same for testing the moderating effects of gender. As the result showed, four antecedent constructs indeed influence the intensions directly or indirectly. All models are adequate to the population. The moderating effects of online purchasing experience and gender have showed significant implications. In a word, this study differs crucially from previous researches. First, this study argues the online shopping model has two phases and points out that the two models differ from each other. Second we investigate various groups of E-tailer visitors separately, especially for the potential consumers of E-tailers that the previous explored rarely. Third, while the previous literature obtained inconclusive results concerning whether the antecedent variables influence online browse/purchase intentions directly or indirectly, this study obtains empirical results pertaining to the dispute, by examining the possibility of both direct and indirect influences. Finally, illustrating the unclear definition of prior experience and propose the online purchasing experience for classifying the E-tailer visitors could explore the diversities between the E-tailer guests and E-tailer purchasers in order to make appropriate strategy for online business.

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Chen, Pei-Wen, and 陳佩汶. "The Moderating Effect of Trust and Shopping Experience towards Online Purchasing Intention." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/68776146661229995489.

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碩士
淡江大學
國際企業學系碩士班
102
The development of internet leads the public to pay more attention on the e-commerce of B2C. This study would try to reveal the interaction between intention of purchasing and website operating activities such as pricing, promotion, and user surface system; it would also try to verify if trust and shopping experience of consumer would moderate the relationship above. This research is based on multiple regression and moderating analysis, and it found that the perceptive price and perceptive useless of the online shopping website would cause significantly positive effect on online purchase intention. However, the consumers’ willingness to pay, promotion and perceptive ease of use are not significant; it means online shopping websites should focus on updating the user surface. Otherwise, trust and shopping experience would moderate the relationship between price, promotion, technology acceptance model and purchase intention, which indicates online shopping websites need to attach more importance to the past shopping history and influence of trust of customers. Building the trusted relationship and creating well experience of shopping with consumers would become the goal of developing online shopping website in the future.

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Quyen, Phan Thi Phu, and 潘福家. "How e-servicescape affect customer online behaviors: The moderating effect of gender and online shopping experience." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/qfsxac.

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碩士
中國文化大學
全球商務碩士學位學程碩士班
103
When e-commerce are expanding at a tremendous rate, Internet web pages which is referred as electronic servicescape (e-servicescape) have marked their significant presence in the business world, and are predicted to continue to gain popularity. Nevertheless, to date, the understanding of e-servicescape attributes remains unclear due to the little empirical evidence. Therefore, the objectives of this study are to describe the nature of e-servicescape and investigate the relationship to website trustworthiness, website attitude, brand attitude, e-WOM intention, purchase intention, as well as attribute of two moderators: prior internet experience, and gender differences. Totally, 290 data were collected from Taiwanese online consumers through online-based questionnaires. Partial Least Square (PLS) was used to analyze collected data. The results show that e-servicescape dimensions (aesthetic appeal, customization, usability, and financial security) have affected on attitude and trust toward website. In particular, women and high-experience consumers are strengthening the positive effect of e-servicescape on website trustworthiness and attitude. In addition, purchase intention and eWOM intention of consumers can be affected through internal response. With the results of this study, online vendors must have well-organized content display to attract consumers browsing the website and add social network to empower their website. This will offer customers a platform to share or connect with friends about their website and brand, and increase the purchase intent.

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Lee, Zhihao Daniel, and 李志濠. "Comparing the mobile app VS desktop website online shopping experience for Taiwanese consumers." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/sdm7yh.

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碩士
國立臺灣大學
企業管理碩士專班
105
It has been 10 years since the introduction of the iPhone, and during this time we have seen a global trend of consumers shifting focus to mobile apps. In particular, the retail industry has sought to develop assets that would allow them to ride this wave. With the balance of power seemingly being tipped in favor of mobile apps, some firms have also chosen to neglect websites, whilst others remain cautious and try to take small steps towards building multi-channel assets. Both websites and mobile apps have been integral to growth of online shopping. What motivates us to carry out this study is recognizing that whilst for some countries mobile apps are pushing ahead, the statistics in Taiwan paint a slightly different picture. For a nation with high Smartphone adoption rate, high-speed Internet connectivity and a solid network of infrastructure, Taiwan surprisingly shows an unexpected inclination towards websites and not mobile apps. Utilizing Alex Osterwalder’s’ Value Proposition Canvas allows us to try to uncover some underlying reasons why consumers still prefer purchasing via desktop websites. Analyzing current value offerings for both platforms will allow us to see how they fare in the eyes of the consumer. With a deeper understanding of our local consumers, we can ascertain if platforms have been providing the right kind of value that our Taiwanese consumers are looking for.

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Santos, Carolina Andrade. "The effects of website design elements on the customer experience in fast-fashion online shopping." Master's thesis, 2021. http://hdl.handle.net/10400.14/34724.

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In an era in which online shopping is becoming increasingly important, companies’ success depends on the ability to include website design elements on products’ webpages to evoke effective customer experiences. These elements provide not only information but also entertainment, mimic sensory experiences and human interactions from the offline world. Based on past literature investigation, an online survey, four customer interviews, and a sense-check expert interview, the author approaches how can companies use the different website design elements (descriptive detail, bulleted features, product image, lifestyle product image, zoom picture, product video, customer reviews, recommendation algorithm, content filters, chatbots, chatlines, smart fitting technology, return policy and shipping information) to build powerful online customer experiences (informativeness, entertainment, sensory appeal, and social presence) in shopping for fast-fashion clothing brands for Portuguese consumers. The findings offer significant theoretical contributions and actionable managerial implications to customer experience. Firstly, companies should focus on informativeness and entertainment, followed by sensory appeal and social presence. In order to build informativeness experiences, companies need to focus on descriptive detail, product images, lifestyle product images, zoom images, customer reviews, and recommendation algorithms. The lifestyle product image, zoom image, product video, customer reviews, recommendation algorithm, and content filters build entertainment experiences. For the sensory appeal experience, companies should use product images, zoom pictures, and product video. Moreover, descriptive detail, product image, recommendation algorithm, chatbots, chatlines, smart fitting technology, and return policy information should be presented for social presence.
Numa era em que as compras online estão a tornar-se cada vez mais importantes, o sucesso das empresas depende da capacidade de incluir elementos nas páginas web para evocar experiências do consumidor eficazes. Esses elementos não só fornecem informação, mas também entretenimento, imitam experiências sensoriais e interações humanas do mundo offline. Com base em literatura passada, num questionário online, quatro entrevistas a consumidores e uma entrevista a um especialista na área, o autor aborda como as empresas podem usar os diferentes elementos do website para criar boas experiências online para os consumidores portugueses na compra de roupa fast-fashion. Os resultados oferecem contribuições académicas e empresariais para a experiência do consumidor. Em primeiro lugar, as empresas devem focar-se na informação e no entretenimento, seguido do apelo sensorial e presença social. Para construir experiências informativas, as empresas precisam de evidenciar detalhes descritivos, imagem do produto, imagem lifestyle do produto, imagem zoom, avaliações de clientes e algoritmo de recomendação. A imagem lifestyle do produto, imagem zoom, vídeo do produto, avaliações de clientes, algoritmo de recomendação e filtros de conteúdo alavancam a experiência de entretenimento. Para a experiência de apelo sensorial, as empresas devem usar imagens do produto, imagens zoom e vídeos do produto. E para a experiência de presença social devem usar detalhes descritivos, imagem do produto, algoritmo de recomendação, chatbots, chatlines, tecnologia “descobrir o tamanho” e a informação da política de troca e devolução.

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Wu, Tzhuei, and 吳姿慧. "The Antecedents of Online Shopping Habit-The Transaction Cost, SubjectNorms, and Experience Marketing Perspective." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/49479931472398898853.

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碩士
東海大學
管理碩士在職專班
99
Most of the researches of shopping online were studied by one-dimensional, for examples, studying the customers’ consumer behavior from the point of view of transaction costs or studying the effect factors of shopping online from the point of view of trust. There are not many researches that studying the reasons of shopping online by architecture of integrated systems. Also, researchers seldom discuss the effects of shopping online by “habit.” How do customers buy goods on the Internet that become their habit? This study is based on this part to be the research subject, and combine the transaction costs, subjective norms, and the experience of point marketing. This study is by questionnaire survey that 215 respondents as samples to research and verify. The result showed that transaction costs, the experience of point marketing, and the habit of shopping online are positive relationship; however, subjective norms and the habit of shopping online cannot be proved that they have positive relationship. Finally, as soon as the habit of shopping online has been established, the customers’ repurchase intention will be more and more. Keyword: Online Shopping Habit, The Transaction Cost, Subject Norms, Experience Marketing, Trust

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Liu, Chia-hua, and 劉家華. "Shopping Value and Purchase Intentions of Online Cross-Border Purchasing Agent Service：The Moderating Effects of Product Involvement and Shopping Experience." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/v23gw3.

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碩士
明志科技大學
經營管理系碩士班
103
There are plenty of information about doing import and export businesses everywhere, but only few are about the internet selling business. Because it is getting easier to be access to internet, more and more people prefer purchasing products on line. Among all kinds of products, customers like to purchase foreign products on line the most, and it is because it is the fastest and the most convenient way for them to obtain oversea goods and to resolve the obstacle of not being able to buy foreign products in their own countries. Therefore, the research is mainly to present how the value of purchase affects the internet selling business and the consumers’ wiliness of buying a product. Due to the reason that most of the buyers have tendency to have certain knowledge and research about the products they are going to purchase on the internet, the reason of causing them to shop on line are also going to be discussed in this research. The research is going to survey people and all papers are expected to be produced by google net. The survey is to target consumers who had experienced of shopping on the internet. The research is wished to be able to assist internet sellers: to understand the consideration consumers might have before purchasing; deliver value to the customer, and to bring sellers to a more competitive level.

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Lin, Wan-Ching, and 林婉清. "Examine the Impact of Customer Experience and Shopping Value on Satisfaction in Online Purchase Context." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/64551626188443154847.

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碩士
國立臺灣大學
資訊管理學研究所
104
Recently, both physical and online store care a lot about customer experience. Customer experience means that the internal and subjective response customers have to any contact with various components of company’s offer including product and customer service. It would impress customers deeply in their mind. Except focusing on customer experience, from the quality of service or product customers gradually care about the value of shopping which means the value response customers have in the process of shopping. It includes the think of achieving the goal and the feeling of enjoying the process. In the literature, they mention the relationship between customer experience and shopping value but rarely verify it. Especially under the environment of online shopping. Hence, this research will discuss the relationship between customer experience and shopping value in the circumstance of online shopping and customer satisfaction, which is the most important intention in any processes of shopping. The sampling frame consist of online shoppers, located in Taiwan. After cleansing, a total of 260 usable questionnaires are obtained and analyzed with SEM approach. Results support our hypothesis. This research concludes two main results: (1) Online customer experience including cognitive and affective experience only positively influences hedonic value but does not influence utilitarian value in shopping value. (2) Online customer experience would indirectly influence customer satisfaction through utilitarian value in shopping value. In conclusion, we make some relevant suggestion for academy and practice based on research results.

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Liu, Li-Tzu, and 劉力慈. "The Influential Factors of Purchase Intention and Customer Experience of Consumers Online Shopping on Singles' Day." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/wxn7f8.

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碩士
國立政治大學
企業管理研究所(MBA學位學程)
106
Since the Double 11(Singles’ Day) made a debut in China in 2009 and the volume of transactions has increased year by year. It has become an important event for e-commerce each year and generated significant revenue in the fourth quarter. After the holiday period, there have been frequent negative comments in the community. What is the benefit of taking part in Singles' Day? This study aims to explore which group of consumers to be targeted on Singles' Day. In addition, this study would give some suggestions to e-commerce and brands how to operate marketing activities and social media. The purpose of this study was to investigate the relations among purchase intentions, customer satisfaction, and brand loyalty. While customer experience value and perceived risk are impacted by the attraction marketing activities and the quality of e-commerce services. In addition, this study categorizes consumer orientation to explore which of the targeted consumers is more likely to be attracted by the Double 11 marketing activities, and discuss the role of social media and forums playing during Double 11 event. Through the questionnaire survey procedure, the study collected the samples of whom ever shopping online on Double 11 in 2016 or 2017. The main findings are as follows. (1) Consumers using the Alibaba platform had better customer experience and purchase intentions than Taiwanese local e-commerce because of their higher economic efficiency and playfulness. (2) The attraction of the Double 11 marketing activities and the quality of e-commerce services had a combined effect on perceived risk, and perceived risk will affect customer satisfaction. (3) Consumers online shopping on double 11 are more rational and experienced-orientation. (4)The community plays an important role in Double 11 event. Therefore, it is suggested that brand stores and e-commerce should emphasize marketing strategy of word-of-mouth and advocacy.

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Chiang, Yi-Ting, and 姜宜廷. "The Study on the Effect of Customers' Product Knowledge and Online Shopping Experience on Browser Behavior." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/97962867013336329328.

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碩士
大葉大學
資訊管理學系碩士班
96
In the online shopping, consumers can not contact with tangible goods immediately. They were only through limited information to estimate the size and quality of goods, such as photo and other detail in the web page Therefore, the level of consumer’s product knowledge and past shopping experience become an important factor in online behavior. Since visitors’ browsing behavior are closely related to their product preferences that can be speculation about the main source of consumer preferences. The study will construct an experimental system. The system will also record consumers’ behavior when they are browsing through the commodities. Using the experimental design method, we could explore consumers’ difference of browsing behavior, which according to their understanding of products and shopping experience. To understand different effect on the consumer’s browsing behavior of knowledge and experience, such as click sequence, browsing time and click sequence of category of goods. The result showed the significant impact for consumers’ understanding level of products toward their browsing behavior. Furthermore, beneath the cross interaction of consumers’ understanding level of products and shopping experience, the conclusion also appeared the significant impact on the hours which consumers stayed. We hope the conclusion of this study can be provide used as consultation for shopping web business construct product recommendation system reference resources.

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Liao, Chi-Hsuan, and 廖紀瑄. "The Impact of Online Shopping Goal Situation and Interpersonal Virtual Experience on Social Presence and Trust Effects." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/8h6n8z.

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碩士
國立臺北科技大學
商業自動化與管理研究所
97
Piror literatures pointed out that most of the virtual experience researches test the mechanical experiences when the interaction between consumers and 3-D products on the computer-mediated communication(CMC). So we emphasize the interpersonal virtual experiences when the interaction between one individual and others on the computer-mediated communication, including expert avatar、attractive avatar and EWOMs. People not only exchange information but also get social support, companionship and belonging on the computer-mediated communication, ex: social presence and trust. In addition, literatures pointed out that consumers choose products depend on different types of shopping goal situations. Thus, the objectives of this study are recognizing discuss the moderating effect of shopping goal situations, and the effects of types of interpersonal virtual experiences on customers’ trust, social presence. The experimental product is the notebook. With experiment evidences, the ANOVA revealed a significant interaction between customers’ trust, social presence. The moderating effect of shopping goal situations is partially supported.

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Wu, Chia-hui, and 吳佳惠. "The Effects of Online Customer Shopping Value and Experience on Satisfaction, Trust, and Loyalty－Moderating Role of Risk Attitude." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/70231525488417551343.

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碩士
國立聯合大學
管理研究所
96
ABSTRACT With the popularization of the PC and Internet, online shopping has fast become a common consumer behavior that has attracted the care and attention of market researchers. Thus, this study focuses on the customer' impressions of their online purchasing experiences. In constructing the online shopping experience model, utilitarian shopping values and hedonic shopping values are antecedent variables of customer satisfaction and trust is considered a mediating variable. By means of a Linear Structural Relation Model, this study first explores how online shopping experience, utilitarian shopping value and hedonic shopping value affect customer satisfaction,and then explores whether customer satisfaction affects customer loyalty. Furthermore, using risk attitude as a moderator, this study investigates how risk loving/averse influences the changes in the degree and direction of online shopping experience affect customer satisfaction, and then explores risk attitudes affects trust. Accordingly, this study proposes marketing strategies for shopping website. This research uses online B2C consumer' real purchase experiences as study samples, examining 851 effective samples by way of network questionnaire. The major result are: (1)The intensity of impact on satisfaction of shopping website of utilitarian shopping value is greater than the hedonic shopping value; (2) The intensity of impact on loyalty of shopping website of hedonic shopping value is greater than the utilitarian shopping value; (3) Utilitarian shopping value can promote online consumers' satisfaction and loyalty; (4) Hedonic shopping value can promote online consumers' satisfaction and loyalty; (5) The online consumers' trust to shopping website can promote its satisfaction to the shopping website;(6) The online consumers' satisfaction to shopping website can promote its loyalty to the shopping website; (7) Online consumers' risk attitude can promote its trust degree of the shopping website;(8) The effect of online shopping experience to consumers' satisfaction is moderated by online consumers' risk attitude; (9) Consumers of the shopping at network with the more abundant experience may feel unsatisfied with the shopping website; (10) Most online shoppers fall into a young population group. The study, based on the findings, proposes related managerial suggestion for shopping website firms to set up marketing strategies. Keywords: Online Shopping Experience, Utilitarian Shopping Value, Hedonic Shopping Value, Satisfaction, Trust, Customer Loyalty, Risk Attitude

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Hong, Shi-Kai, and 洪士凱. "A study of the continuance intention of online shopping form the perspectives of customer experience and expectation-confirmation model." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/379s4w.

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碩士
國立雲林科技大學
資訊管理系
105
With the development of Internet technology is mature, and the emergence of a variety of mobile devices, and this trend has also led to the growth of the Internet economy, such as the O2O industry and the rapid development of Internet of things, but also more and more online shopping site began , Which also makes the consumer's shopping habits gradually began to change, people began to have more choices in the past may have to go out to buy the goods, now as long as the Internet can be purchased, but the procurement process will meet To some obstacles, may be poorly designed website or shopping process design is not good, and these are factors that will affect the customer is willing to continue to use, so these online shopping site to start to understand the customer's shopping habits and to create a good shopping Process to make customers throughout the online shopping process, will feel a good experience, which makes customers are willing to continue to use these shopping sites. In this study, we will discuss whether the expectations of online shopping sites will affect the future use of the intention of the site, in this study will be online shopping site, for example, has been browsing the online shopping site consumers as the main research object (SEM) as an analytical tool to understand the effect of customer expectations and satisfaction on the long-term use intention of customers on online shopping sites, using the questionnaire method as the main method and SEM as the analysis tool.

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(8785316), Nimita Shyamsunder Atal. "APPLICATION OF BIG DATA ANALYTICS FRAMEWORK FOR ENHANCING CUSTOMER EXPERIENCE ON E-COMMERCE SHOPPING PORTALS." Thesis, 2020.

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E-commerce organizations, these days, need to keep striving for constant innovation. Customers have a massive impact on the performance of an organization, so industries need to have solid customer retention strategies. Various big data analytics methodologies are being used by organizations to improve overall online customer experience. While there are multiple techniques available, this research study utilized and tested a framework proposed by Laux et al. (2017), which combines Big Data and Six Sigma methodologies, to the e-commerce domain for identification of issues faced by the customer; this was done by analyzing online product reviews and ratings of customers to provide improvement strategies for enhancing customer experience.

Analysis performed on the data showed that approximately 90% of the customer reviews had positive polarity. Among the factors which were identified to have affected the opinions of the customers, the Rating field had the most impact on the sentiments of the users and it was found to be statistically significant. Upon further analysis of reviews with lower rating, the results attained showed that the major issues faced by customers were related to the product itself; most issues were more specifically about the size/fit of the product, followed by the product quality, material used, how the product looked on the online portal versus how it looked in reality, and its price concerning the quality.

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Chen, Yu Wei, and 陳有為. "The Impact of Perceive Values on the Formation of Attitude and Purchase Intention toward Online Shopping Mall -Purchase Experience as Moderator." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/5nr9j4.

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碩士
淡江大學
國際企業學系碩士班
101
: Internet has become an essential part of daily life nowadays. Although the economic of this years is not good, the sales performance from online shopping is still growing up with a stunning speed .Internet shopping is become one of major way to buy goods. According to the research of Media Today . the Taiwanese consumer behavior of internet shopping is mature. The new devise for consumer browsing internet; the new method to pay the payment from internet shopping ; the new platform for internet shopping. All of these show that the internet shopping had great potential In Taiwan market. For the company of internet shopping mall , Its very important to know the consumer behavior of internet shopping. According to many research , The perceive value is the key index for consumer to measure the products or the services; the segment is a important concept for marketing , many research reveal that the people have different shopping experience ,they will have different decision making process. The research want to find out that the impact of perceive value on the internet consumer behavior of different purchase experience people. The research used 74-item measure. SPSS and LISREL, that can be used to assess the e-customer value, attitude, behavior intention and different experience in online shopping environment. Three value dimensions emerged that were termed Hedonic, Unitarian, Social. There are three findings from this research: (1) In Taiwan online shopping market, the consumer perceive value will impact on its purchase intention . company of online shopping should improve e-consumer value. (2) attitude of online shopping mall is a important mediator between perceive value and intention of online shopping.(3)For the people with different purchase experience ,the impact of perceive value on the internet consumer behavior will be different.

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Petra, Mafalda Melo Gouveia. "Customer journey: a customer experience and decision making tool in the e-commerce context." Master's thesis, 2015. http://hdl.handle.net/10071/11128.

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Project
The subject of Customer Experience has been getting greater projection as consumers are getting more informed, demanding and attentive to their surroundings and so businesses from all industries have felt the urgency to work on this aspect. Particularly in the Continente Online context, the need to study customers buying behavior, in order to meet their expectations and needs, is identified a priority. In this sense, this project aims to create a tool that aggregates all the information available on the Continente Online customers shopping experience, making it visible and clear to the organization - showing the experience through the eyes of the customer. The project's value proposition is based on the creation of a tool, the Customer Journey Map, following the best practices identified in the literature and by experts of Customer Experience, as well as on its application to the business context. This application involves the definition of critical variables for analysis, the definition of the most relevant sources of information and the construction of a knowledge activation methodology emanating from the map. This knowledge will allow the definition of projects that respond to the problems identified on the map (pain points), as well as the activation and promotion of magic moments identified by customers. The ultimate goal is that this holistic knowledge of the experience allows the identification of its pain points and magic moments through its representation in a decision-making process fitted to the customer needs.
O tema da Customer Experience tem vindo a merecer maior destaque à medida que os consumidores de tornam mais informados exigentes e atentos à sua envolvente e os negócios de todas as indústrias têm sentido que é urgente trabalhar essa vertente. Em particular no contexto do Continente Online, a necessidade de estudar o comportamento de compra dos clientes, de modo a ir de encontro às suas espectativas e necessidades, é apontada como prioritária. Nesse sentido, este projeto visa a criação de uma ferramenta que agregue toda a informação disponível sobre a experiência de compra dos clientes do Continente Online, tornando-a visível e clara para a organização – mostrando a experiência aos olhos dos clientes. A proposta de valor do projeto assenta na criação de uma ferramenta, denominada por Customer Journey Map, seguindo as melhores práticas apontadas pela literatura e por especialistas de Customer Experience, bem como na aplicação da mesma ao contexto empresarial em questão. Esta aplicação envolve a definição de variáveis críticas para análise, a definição das fontes de informação mais relevantes e a construção de uma metodologia de ativação de conhecimento que emana do mapa. Este conhecimento irá permitir a definição de projetos que respondem aos problemas identificados no mapa (pain points), bem como a ativação e promoção dos magic moments identificados pelos clientes. O objetivo final é que este conhecimento holístico da experiencia permita identificar quais os pain points e os magic moments da mesma fazendo-se representar numa uma tomada de decisão ajustada às necessidades dos clientes.

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Hsiao, Wen-Chiao, and 蕭文喬. "The Combination of Online Consumer Experience with Self-Reference and Priming Effect to Advertising Effects—Product Knowledge and Shopping Situation as Moderators." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/57qp5e.

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Abstract:

碩士
國立臺北科技大學
商業自動化與管理研究所
98
This study is to explore the combination of online consumer experience, through the existing common 2D, 3D and virtual avatar presentation, with self-referential context design and priming picture as the content background. Product knowledge and shopping situation as moderators. In order to finding the optimal combination. Studies have shown that the level of product knowledge, objective situations shopping experience for online consumers have a different combination of interference. And three types of presentation, in the absence of interference by way of advertising the best 3D rendering. Consumers with high product knowledge or in the utilitarian situation who would prefer to 3D with context of analysis self-reference and priming function with the background; in the hedonic situations, who would like 3D interactive and narrative-based content with the priming appearance of background.

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Dissertations / Theses on the topic 'Online shopping experience'

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