...Online Shopping Customer Experience Study Commissioned by UPS May 2012 FOR FURTHER INFORMATION, PLEASE CONTACT: Susan Kleinman comScore, Inc. 212-497-1783 skleinman@comscore.com © 2012 comScore, Inc. Contents Introducing the Online Shopping Customer Experience Study..................................................................... 3 Key Findings .............................................................................................................................................. 3 Online Shopping Industry Snapshot ............................................................................................................. 4 Online Shopping Experience and Satisfaction .............................................................................................. 5 Discounts and Specials ............................................................................................................................. 7 Comparison Shopping ............................................................................................................................... 8 Retailer Recommendation ......................................................................................................................... 9 Check-Out Process ....................................................................................................................................... 9 Delivery Timing .......................................................................................
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...IEEE TRANSACTIONS ON SYSTEMS, MAN, AND CYBERNETICS—PART A: SYSTEMS AND HUMANS, VOL. 30, NO. 4, JULY 2000 421 What Makes Consumers Buy from Internet? A Longitudinal Study of Online Shopping Moez Limayem, Mohamed Khalifa, and Anissa Frini Abstract—The objective of this study is to investigate the factors affecting online shopping. A model explaining the impact of different factors on online shopping intentions and behavior is developed based on the Theory of Planned Behavior. The model is then tested empirically in a longitudinal study with two surveys. Data collected from 705 consumers indicate that subjective norms, attitude, and beliefs concerning the consequences of online shopping have significant effects on consumers’ intentions to buy online. Behavioral control and intentions significantly influenced online shopping behavior. The results also provide strong support for the positive effects of personal innovativeness on attitude and intentions to shop online. The implications of the findings for theory and practice are discussed. Index Terms—e-commerce, online shopping, TPB. I. INTRODUCTION HE use of the Internet as a shopping and purchasing medium has seen unprecedented growth. Most experts expect the global electronic market to dramatically impact commerce in the twenty first century. Jaffray [1] estimates the total volume of cybersales to reach $201 billion in 2001 and Forrester Research [2] predicts electronic commerce activities to reach $327 billion in 2002...
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... | Paper on ecommerce and shopping ECOMMERCE AND SHOPPING ON THE INTERNET ABSTRACT With businesses seeking to seize the momentum of social media and social networking, technology-enabled social commerce has emerged to combine the power of online social networking with shopping. This study examines an emerging area in E-commerce, i.e., social commerce. Extending the online consumer behavior typology, this study categorizes online consumer behaviors into three types: transactional, informational, and social. While traditional E-commerce supports the transactional and informational aspects of online shopping, social commerce fulfils the social aspects of shopping, and potentially enhances the informational aspect as well. This research examines the online shopper as a prospective user of an emerging social commerce platform, the social shopping website, which are sites designed specifically to support social interactions while online consumers shop. The study augments the Technology Acceptance Model with constructs that enhance the specificity of the model to the social shopping application of social commerce. The model was empirically tested and supported. The results provide empirical evidence to support the importance of distinguishing the social aspect of shopping from the information and transactional aspects, as well as the potential advantage to using technology to...
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...The topic of this report is the predictors of Online Retail Shopping. It centres on the question of what are the determinants of Australian consumers’ attitudes toward online retail shopping. A sample size of depth interviews will be analysed, cross referenced and used to infer behavioural patterns. The target audience is English speaking adults in Australia who have previously engaged in online retail shopping. 1.1 Importance of the Research Online shopping is gaining exponential momentum in modern society, and empirical evidence indicates this trend will only continue to grow (Hooson 2011). Given that marketing ultimately drives every product, service, idea and attempt to influence consumer behaviour – it is an invaluable tool for any company. In order to effectively market your product, research into the wants, needs and behaviour of your target audience is integral to the development of your businesses collateral and positioning. Marketing Research is one of the few tools that allows researchers to get primary evidence into what actually shapes the buying behaviour of consumers; as well as opinions, attitudes and beliefs about certain brands or products. Once accumulated, this information can be used to discern the most effective means of marketing. Considering the number of industries with high barriers to entry, substantial costs in establishment, and growing competition in almost every vertical – the importance becomes apparent. Consumer Behaviour studies...
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...Factors of Online Shopping Binbin He and Christian Bach Department of Technology Management, University of Bridgeport, Bridgeport, CT 06604, USA Copyright © 2014 ISSR Journals. This is an open access article distributed under the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited. ABSTRACT: Perceived risk, Shopping motivations, Experience, Service quality and Trust are five important factors to improve the competitiveness of online shopping. KEYWORDS: Perceived Risk, Shopping Motivations, Experience, Service Quality, Trust. 1 INTRODUCTION This paper wants to research influence factors of online shopping, the advantages and disadvantages of online shopping; and how to improve the competitiveness. The foundation of this paper was based on some factors about if people choose the online shopping. Via analyzed the factors, I will present some suggestion about how to improve the competitiveness. Online shopping had some problems in user-friendliness and aesthetics [1]. Now it is the first evolved of B to C E-commerce [2]. The first factor is Perceived risk. Perceived risk is an important part of online shopping factors. Consumers are worried much about perceived risk. It is a big factor if they choose buy products from online shopping companies or not. Hassan, Perceived risk is an important role, consumers know much about the products and online shopping...
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...Banking and Commerce, April 2009, vol. 14, no.1 (http://www.arraydev.com/commerce/jibc/) An Experimental Investigation of Online Banking Adoption in China Guangying Hua, PhD candidate Bentley University, Massachusetts, USA Postal Address: Morrison 324, Waltham, MA 02472 USA Email: ghua@bentley.edu Guangying Hua is a PhD candidate at Bentley University. Her research interests include business analytics, social networking, and issues in IT applications in business area. Abstract Online banking, an Internet based service enabling people to do financial transactions, has been an obstacle for the development of e-commerce in China. This paper investigates the online banking acceptance in China. We conducted an experiment to investigate how users’ perception about online banking is affected by the perceived ease of use of website and the privacy policy provided by the online banking website. We find that both perceived ease of use and privacy policy have a significant impact on user’s adoption of online banking. In this study, we also investigate the relative importance of perceived ease of use, privacy, and security. Perceived ease of use is of less importance than privacy and security. Security is the most important factor influencing user’s adoption. A discussion of the implications of these results and limitations are provided at the end. Keywords: Online banking; Information privacy; Security; Technology Acceptance Model (TAM); Experimental design © Guangying Hua, 2009 JIBC...
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...The Christmas shopping can be done subsequent to a delicious Thanksgiving meal. However, have you ever been elbowed for no reason? Have you ever received a gift for simply entering a store? Have ever been knocked upside the head in a failed attempt to dodge tossed objects? Black Friday is an event of mass hysteria, and yet a much anticipated American tradition. In 1966, Philadelphia Police Department, officially named the day after Thanksgiving Black Friday due to traffic jams and crowding in the downtown stores. Black Friday is very hectic, and if those in attendance for the festivities are not aware of their surrounding they could possibly end up leaving the store on an EMT stretcher. In 2005, The National Retail Federation NRF states that roughly 32% of Americans venture to stores for Black Friday. The discounted products are broadcasted through newspaper and media, which brings widespread attention to various stores that are important to shoppers. In most cases families plan their Thanksgiving gathering to accommodate various stores sale schedules, while other families actually implement the trip to the department stores as merely part of their Thanksgiving...
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...New Insight of Taobao affecting the Etailing in China 1. INTRODUCTION E-retailing is the concept of selling of retail product via electronic platform such as media especially internet. E-retailing is same meaning with business-to-consumer (B2C) transaction model of e-commercial even though E-retailing is an independent business pattern with particular specific components such as trust model, electronic trading process. E-retailing stores are sell online promote for products that can be sold out easily via internet method. For successful example as Taobao. The online retailing platform provided a wide variety and to make the buyer convenience to buy the product. E-retailing means of retailing through and over the internet. Hence, an E-retailing are B2C (Business to customer) and C2C (Customer to customer) business patterns that to enforce a transaction business and customer or consumer. E-retailers’ business can be provided businesses like E-bay only or develop from traditional business such as Testco.com. Taobao is more popular e-retailing platform since the Internet has become an indispensable part in people's lives. Taobao-Rapid and successful development of a few short years, the success of popular products categories such as men’s and women’s fashion and bags. It search function is easy to search their desire product as well as find relevant buyers through the search engine. In customer service, it has Taobao “call center” which is effective measure...
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...Consumer Attitude Towards Online Retail Shopping in the Indian Context Sangeeta Sahney *, Archana Shrivastava** and Rajani Bhimalingam*** The objective here is to look into the various aspects of online shopping in modern day environment and to identify those factors that affect the development of attitudes towards online shopping. The study also aims at identifying customer requirements with respect to online shopping, giving certain conclusions to ensure the success of an online shopping site. This study is descriptive, diagnostic and exploratory in nature, and is aimed at identifying critical parameters in online retail shopping, tapping consumers’ feelings and attitudes towards online shopping, and establishing attitudinal differences across demographics. It reaches a logical conclusion through the identification of key design areas. It helps one to understand what consumers expect from an online retailing store for their satisfaction and delight. By examining the various dimensions uncovered in this study, online retailers can develop a better understanding of consumer needs. Marketing academicians may use this study for assessing consumer attitudes towards online retail shopping in the Indian context, thereby, identifying such attributes that would lead to positive attitudes towards online retail shopping. Online retailers may also use the findings of this study as a resource, while constructing, managing, and evaluating their marketing strategies in the Indian context...
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...definition of online shopping we use is online purchasing of physical merchandise such as clothes, books, and electronic items. This covers the same merchandise categories as used in the retail sales statistics published by the Australian Bureau of Statistics and Statistics New Zealand, and therefore online sales can be directly compared with total retail sales. The study excludes online purchasing of services such as travel & accommodation, event ticketing, financial services products and media downloads, as these categories are not included in the retail sales statistics. Purchases of items from online auction sites (such as eBay) are also excluded, but purchases of fixedprice items from sites such as eBay are included in the analysis. Online shopping is defined as occasions where a transaction is made online (generally with the payment being made at the time of the transaction) and excludes online browsing or research with the transaction subsequently being made in a physical store or via the telephone or another channel. All business-to-business (B2B) online purchasing is also excluded. The report is based on a comprehensive survey of 1,200 consumers (1,000 in Australia and 200 in New Zealand) between the ages of 15 and 65 who have shopped online in the past 12 months, with online shoppers being asked to record their online shopping behaviour in terms of total online shopping expenditure, both overall and by merchandise category, the reasons that they shop online and how they...
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...shop online? A literature review ˜ ´ Tonita Perea y Monsuwe, Benedict G.C. Dellaert and Ko de Ruyter Maastricht University, Maastricht, The Netherlands Keywords Information media, Internet, Purchasing, Shopping Abstract While a large number of consumers in the US and Europe frequently shop on the Internet, research on what drives consumers to shop online has typically been fragmented. This paper therefore proposes a framework to increase researchers’ understanding of consumers’ attitudes toward online shopping and their intention to shop on the Internet. The framework uses the constructs of the Technology Acceptance Model (TAM) as a basis, extended by exogenous factors and applies it to the online shopping context. The review shows that attitudes toward online shopping and intention to shop online are not only affected by ease of use, usefulness, and enjoyment, but also by exogenous factors like consumer traits, situational factors, product characteristics, previous online shopping experiences, and trust in online shopping. 102 Introduction Despite the slowing penetration of regular Internet users, the number of consumers using the Internet to shop for consumer goods and services is still growing (Forrester Research, December 2001). Research from the GfK Group (2002) shows that the number of online shoppers in six key European markets has risen to 31.4 percent from 27.7 percent last year. This means that 59 million Europeans use the Internet regularly for shopping purposes...
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...The development of more advanced technology has facilitated smoother surfing on the Internet. People can now access the Internet not only from PCs, but also from the Web TVs, Palm Pilots and mobile phone. The typical online purchaser in the year 2000 was well educated, married, and had a high economic status (Coyle, 2000). Electronic retailing continues to grow in size and importance as increasing numbers of consumers buy online, Imagine life today without the convenience of the Internet. People would actually have to get up out of their comfortable chairs, get in their cars, and drive to the store, the library, the mall, or wherever they wanted to go to purchase the product that they wanted. Many consumers are fed up with conventional...
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...It reduced the price of products and at the same instance expanded geographical boundaries. Online retail brought shoppers and vendors close like never earlier. By transcending geographic limitations it allowed companies to even mark those consumers who were earlier “inaccessible.” The Internet is providing a gamut of breakdowns for new advanced business representations and transactions. It also unlocked new channels for advertising professionals to better endorse their products and services. Internet Shopping Habits Globally, an online study conducted by Nielsen Global, found that approximately half of the Internet-using populace has made at minimum one online purchase. The process of online shopping behavior includes five steps: 1. The customer identifies their need for a specific product – apparel in our case 2. She refers to the Internet for additional information about the merchandise 3. She compares costs with other competitors to weigh different alternatives 4. She makes a purchase choice where she settles for a product or a brand. This stage is followed by the actual buying 5. The buyer will calculate the adequacy of the product/brand...
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...It’s A Science! A Review of Why We Buy by Paco Underhill Abstract Paco Underhill set out to gather data to research the science of shopping and has detailed his findings in his book, Why We Buy. A self-proclaimed urban geographer and retail anthropologist, Underhill has compiled a database of shopping behavior patterns. He has spent countless hours tracking customers as they move through stores, observed shoppers’ browsing and purchasing behaviors, took notes on how long shoppers spent in a store, what they touched and bought, how much they spent, and so on. He founded a research company called Envirosell which consults with clients to help them improve their product sales. The following review of Underhill’s book entitled, Why We Buy, summarizes some of the key findings of his science of shopping, related literature and implications for the study of and future of marketing as a result of Underhill’s findings. Key Findings Paco Underhill breaks down the science of shopping into three separate topic areas. The first part of the book approaches how customers interact with both the physical space of the store and with other people. "It’s a law of nature – shoppers need a landing strip” (Underhill, 1999, p. 44). The landing strip that Underhill refers to is defined as a transition zone related to the physical layout of stores. Shoppers when they first enter a store enter into a transition zone where they have to adjust to their new surroundings. Moving from their...
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...E-Commerce Solutions John’s new online business, Recycledgolfballs.com, will need to include online payment options. Building an online business requires multiple payment options to help your local customer, to the international buyer paying with multiple different currencies. Recycledgolfballs.com now takes credit cards, PayPal, e-checks, and is now offering gift cards. John’s new payment options come with securing and making your customer feel safe. With the addition of new payment options John will also feature one of the most essential e-commerce tools, the shopping cart. Credit card selections for an online business are essential to make shopping convenient, and allowing for stress-free transactions for every customers. Taking credit cards require you to obtain an account and to set up your gateway and payment processor. The gateway and the payment processor are the security and the financial protection for John’s new business. Credit card payments allow for a diverse customer base and help attract customers looking for a secure transaction. Address verification (AVS) is used when an order is received, the street address that’s on file with the credit card company is matched to the billing address the customer gives you with an order. The final safekeeping method is card code verification (CCV). Customers must enter both a credit card number and a special three-digit code (the number is on the back of the card). Security is of the utmost importance, so avoiding fraudulent...
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