...What are the most important factors that influence customer satisfaction when buying online? Jing, L., Yang, Z, L. and Jun, M. (2012). Measuring consumer perceptions of online shopping convenience. Journal of Science Management, Vol.24 No.2, 2013, pp.191-214. Retrieved from www.emeraldinsight.com/1757-5818.htm In this article, the authors reveal one of the key factors to influence the perceptions of consumer when they do online shopping. The data the article uses is gained through organizational surveys of a major retail company in Hong Kong. The authors use this data to try to identify the key convenience dimensions of online shopping. Their research focuses on revealing the pivotal dimensions of convenience and the related sub-dimensions of online shopping. As the authors mentioned in the article, “Shopping convenience has been one of the principal motivations underlying customer inclinations to adopt online purchasing.” (p.191). The article is useful to my research topic, as the authors point out one of key factors in convenience of online shopping to customers, which is time-saving. The more time consumers spend on connecting with a service, the lower convenience degree consumers will perceive. (p.193). The main limitation of the article is the number of participants in this study is relatively small, thus the authors indicate that the scale items of this research in the future should be further modified or changed to improve validation. Although this article does...
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...CONSUMER ACCEPTANCE AND CONTINUANCE OF ONLINE GROUP BUyING WENG MARC LIM Monash University Selangor Darul Ehsan, Malaysia DING HOOI TING Universiti Teknologi Petronas Malaysia ABSTRACT The aim of this study is to establish and examine the significance of a consumer acceptance and continuance model for online group buying through the integration of entertainment gratification and perceived risk with the Technology Acceptance Model. A quantitative study was conducted and data were obtained through a mall-intercept systematic sampling distribution of questionnaires. The results indicate that perceived usefulness, perceived ease of use and perceived risk all have a significant relationship with consumer attitudes, which subsequently has a significant effect on intention to use online group buying sites. While entertainment gratification was found to be insignificant, we reveal some possible reasons for this finding. The implications of the findings and future research directions are also discussed. Keywords: online group buying; consumer acceptance and continuance. INTRODUCTION The rapid growth of information technology (IT), the Internet, and the e-commerce boom have created significant opportunities that are characterized by a lack of spatial boundaries [43]. Dawson [9] suggests that three particular types of IT investment have led retailers to become more profitable: (1) knowledgebased investments provide more creative ways to run enterprises; (2) alliance-based investments...
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...are many studies that have already looked into the factors that will affect consumers’ online buying behavior (Seda Yoldas, 2012; Adil Bashir, 2013). Previous researchers have examined the area of factors which affect and influence consumers to shop online. (Muhammad Umar Sultan and MD Nasir Uddin, 2011). This study reviews the previous studies done by researchers and highlights the main research question regarding to the elements affecting consumers’ online buying behavior. 2.1 Consumers online buying behavior Consumer online buying behavior refers to the attitudes, preferences, intentions, purchases, uses and decision made while purchasing goods and services through the Internet that will satisfy to meet their needs. In other words, consumer online buying behavior can also be defined as the behavior or attitude that consumer explores in the process of searching for goods and services, purchasing through online, evaluating and disposing the products or services that they expect will satisfy their requirements (Kuester, 2012). In addition, the behaviors of every consumer are different from consumers’ buying choices which are influenced by purchasing habits and choices that are turn tampered by psychological and social drivers that affect consumer purchasing decision. (Brassington, F. and Pettitt, S., 2000) The researcher highlighted that consumers behavior in decision making can hardly be defined as it is unpredictable. What can be done by the researchers is predicting the...
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...consciously or sub- consciously when buying a product or service and this is called a decision- making process. Information search Evaluation of alternatives Perception of need: the process starts with a need of recognition of the product and with an awareness of problems (such as hunger etc.) The buyer will first recognise or notice the problem or need such as being hungry and then reacts to the influence of food such as a freshly baked pizza etc. If the need is strong then the buyer will float to the buying stage and if not then they will go onto the information stage. Information search: consumers or buyers will gain information from: * Personal sources - family, friends etc * Commercial sources – sales staff, packaging of product etc * Public sources – newspapers, radio etc * Experimental sources using the product, examining the product etc Evaluation of alternatives: * From the information gathered the consumer/buyer needs to determine how involved they are in purpose to the individual customer and its personal importance. * High involvement = high expenditure ( e.g. is buying a house or getting a mortgage) * Low involvement = low personal risk ( e.g. buying a sweet or chocolate) Purchase This is when the customer actually makes the decision to buy the product or service. Sometimes the decision can be influenced by things such as ‘try before you buy’ or free trials. Post purchase evaluation What did you make/think of this? This...
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...1033 ACTION RESEARCH IN ORGANIZATION (LECTURER: DR. MUSLIM AMIN) Name : | Lim See Yeong (Sean) | Matrix Number: | MR 101106 | Title of Assignment: | THE FACTORS THAT INFLUENCING INTERNET CONSUMER BUYING AND USING DECISION PROCESS | Instructor : | DR. Muslim Amin | Submission Date: | 8 Dec 2011 | Contents 1. Introduction 3 Problem Statement 3 Objective 3 Research Questions 4 Background 4 2. Literature Review 5 3. Research Model and Hypotheses 8 4. Methodology. 9 5. Data Analysis 11 Satisfaction Reliability 11 Trust Reliability Test 12 Reputation Reliability Test 15 Usefulness Reliability Test 18 Usability Reliability Test 20 Satisfaction Factors Test 25 Trust Factors Test 26 Reputation Factors Test 28 Usefulness Factors Test 29 Usability Factors Test 30 6. Scope and Limitations 33 References 34 Questionnaire 37 1. Introduction What is Internet? Internet is a worldwide interconnected networks which billions of worldwide users sharing information through Internet. The Internet has made huge impact on culture and commerce. Ten years ago we were in the era of the dot-com boom (and bust), the Web was strictly 1.0, and Google was just a baby. Since 2000, Internet has grown significantly, and nowadays human cannot live without it. It is so so so so important to us. According to http://www.internetworldstats.com, Internet penetration rate is estimated 30.2% in 2011 on world population (which is estimated 6,930,055,154)...
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...Defining Marketing for the 21st Century Questions to be answered 1. Why is marketing important? 2. What is the scope of marketing? 3. What are some fundamental marketing concepts and new marketing realities? 4. What are the tasks necessary for successful marketing management? Reviewing important marketing concepts, tools, frameworks and issues. The Importance of marketing * Creating demand * Introduce and gain acceptance of new products * Increasing demand creates jobs * Allow firms to more engage in socially responsible activities The scope of marketing Marketing is about identifying and meeting human and social needs. 1. Meeting needs profitably Marketing is the activity, set of institutions, and processes for creating, communicating, delivering and exchanging offerings that have value for customers, clients, partners, and society at large. We see marketing management as the art and science of choosing target markets and getting, keeping and growing customers through creating, delivering and communicating superior customer value. Important part of Marketing (Peter Drucker) The aim of marketing is to know and understand the customer so well that the product of service fits him and sells itself. Ideally, marketing should result in a customer who is ready to buy. All that should be needed then is to make the product or service available. What is marketed Marketers market 10 main types of entities: * Goods physical products ...
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...Introduction In this report included a marketing plan for our organization so that the marketing performance gets to improve. The marketing processes which can helps company to have a more understanding about the market are going to discuss in this report. Besides, benefit and cost of adopting a marketing orientation and the marketing environment which influence the marketing decisions are also included in this report too. Other than that, the segmentation criteria of the company are also suggested in this report. We will know about the targeting strategy and buyer behavior from this report after our analysis. Lastly, we would like to suggest a new positioning strategy for our company too. (Urmi Saha, n.d.) KFC, Kentucky Fried Chicken is the largest and the most famous brand quick service restaurant of the fast food in Malaysia. In Malaysia, the first KFC restaurant was opened at Jalan Tunku Abdul Rahman in 1973. (Center Blog, 2009) Today there are more than 500 KFC Restaurants across the nation and still counting. At first KFC utilized stove-top secured cooking pots to broil its chicken. In the 1960s, the formally recommended model was the L S Hartzog created "KFC 20-Head Cooker" which cost $16,000. The Hartzog model had no oil filtration framework, implying that filtering must be done physically, and the pressure fryers occasionally exploded, this always hurt their employeees. In 1969, innovator and engineer Winston L. Shelton built up the "Collectramatic" pressurized fryer...
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...business-to-consumer) Buyer Behaviour and Decision Making Process Customers go through five stages of decision making process in any kind of purchase. The diagram below summarises it. The above model is essential in making marketing decisions. Customer buying process starts with “Need Recognition”, in which buyer identify a need or a problem (hungry, fever). Some times in these stage customers respond to a marketing stimulus (aroma of chocolate muffins and coffee while passing the coffee shop). The next stage is “Information search” in this stage if the need is very strong then customers do not search a lot of information and buy product or service close to hand, if not then customers obtain information from family, friends, neighbours, advertising, TV, radio, retailers or by handling and examining or even testing. In the third stage “Evaluation of alternative” customers uses the information gathered and chooses between alternative brands, products or services. After evaluation, customer makes the purchase. The last stage is “Post-Purchase Evaluation”, this stage make a customer feel either satisfied or dissatisfied with the purchase, if customer feels satisfaction then they will stick to the brand, product or service in not then they will switch to the alternative in the next purchase. (tutor2u.net) 1.3 Explain two factors that could affect buyer behavior Factors Affecting Consumer Purchasing Behaviour Various factors influence purchasing habits such as; personal, social, psychological...
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...3. LITERATURE REVIEW 3.1 . CONSUMER BUYING BEHAVIOR Consumer buyer behaviour is considered to be an inseparable part of marketing (keller, 2011) state that consumer buying behaviour is the study of the ways of buying and disposing of goods, services, ideas or experiences by the individuals, groups and organizations in order to satisfy their needs and wants. Buyer behaviour has been defined as “a process, which through inputs and their use though process and actions leads to satisfaction of needs and wants” (Enis., 1974) Consumer buying behaviour has numerous factors as a part of it which are believed to have some level of effect on the purchasing decisions of the customers. Article (Wrighter, Friday, April 13, 2012) There are people who prefer shoes that are comfortable rather than being fashionable. Today's footwear market offers a large selection of styles that comfortable as well as being stylish which is good news for people who have foot problems. Shoe designers have provided all the latest variety in footwear that can be found online or your favorite local store. The latest trends in footwear are often seen on famous celebrities or athletes. Fashion magazines feature the latest styles as well. If you know the brand name, you can search the internet to find what is currently available for you to purchase. The shopping has become much easier for the consumer. There are thousands of stores present online to take bundle of orders at the same time. You can...
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...ATTITUDES TOWARDS ONLINE SHOPPING IN NEW ZEALAND Gurvinder S Shergill Massey University Auckland, New Zealand G.S.Shergill@massey.ac.nz Zhaobin Chen Global Integration Ltd Auckland, New Zealand ben_chen46@hotmail.com ABSTRACT The growing use of Internet in New Zealand provides a developing prospect for E-marketers. If E-marketers know the factors affecting online New Zealand buyers’ behaviour, and the relationships between these factors and the type of online buyers, then they can further develop their marketing strategies to convert potential customers into active ones, while retaining existent online customers. This paper is part of larger study, and focuses on factors which online New Zealand buyers keep in mind while shopping online. It also investigates how different types of online buyers perceive websites differently. This research found that website design, website reliability/fulfilment, website customer service and website security/privacy are the four dominant factors which influence consumer perceptions of online purchasing. The four types of online New Zealand buyers; i.e., trial, occasional, frequent and regular online buyers; perceived the four website factors differently. These buyers have different evaluations of website design and website reliability/fulfilment but similar evaluations of website security/privacy issues, which implies that security/privacy issues are important to most online buyers. The significant discrepancy in how online purchasers perceived...
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...EDUCATION ENTREPRENEURSHIP & LEADERSHIP, LONAVALA, INDIA A Research on Online Buying behavior of Consumer’s in India Research Proposal Sahil Maini PGDM 2012-2014 Under the Guidance of Prof. Sachin modgil & Prof. Ajitabh Dutta 13 PROPOSED TITLE: “A research study on online buying behavior of consumer’s in India” Abstract Consumers are playing an important role in online shopping. The increasing use of Internet by the younger generation in India provides an emerging prospect for online retailers. If online retailers know the factors affecting Indian young consumer’s buying behaviour, and the associations between these factors and type of online buyers, then they can further develop their marketing strategies to convert potential customers into active ones. The four key dimensions of online shopping as perceived by young consumers in India are identified. Besides that It is discovered that website design, website reliability, customer service and trust are the four key factors which influence young consumers’ perceptions of online shopping. The present paper focuses of the factors, challenges and measures to be taken by retailers to understand online buying behaviour of consumers in India. INTRODUCTION With an increase in use of internet as means of communication with consumers, the field of Ecommerce, online buying has experienced a rapid growth in the recent years. Its well known that online business i.e. business to consumers is increasingly growing at a very...
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...DOAN NGOC HA DEMAND CREATION OF ONLINE SERVICES FOR B2B AND CONSUMER MARKET – FOOD DELIVERY IN VIETNAM Master of Science Thesis Prof. Olavi Uusitalo has been appointed as the examiner at the Council Meeting of the Faculty of Business and Technology Management on January 9th, 2013. ABSTRACT TAMPERE UNIVERSITY OF TECHNOLOGY Master’s Degree Programme in Business and Technology Management DOAN NGOC, HA: Demand creation of online services for B2B and consumer market – Food delivery in Vietnam Master of Science Thesis, 75 pages, 4 appendices (4 pages) January 2013 Major: Industrial management Examiner(s): Professor Olavi Uusitalo Keywords: online service, customer demand, B2B and consumer market, online marketing, food delivery The evolution of the Internet and the dynamic of the economy nowadays have created opportunities for young companies to enter the online market. The source of these opportunities comes from the changes of customer behavior as they get used to the digital world. New Internet-based products and services are created to offer more and more benefits to customers. Interestingly, the dynamic of the market does not only come from the changes of customer behavior but also from the fast development of technology and innovative ideas. Successful products and services even shape the behavior of customer in using Internet. It can listed here the famous examples of Amazon in changing online purchasing behavior of customer or Facebook in changing the way people communicate...
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...Marketing book notes Chapter 1: * Marketing is managing profitable customer relationships. The aim of marketing is to create value for customers and capture value from customers in return * Marketing is managing profitable customer relationships. The twofold goal of marketing is to attract new customers by promising superior value and to keep the grow current customers by delivering satisfaction * Marketing must be understood not in the old sense of making a sale- “telling and selling” – but in the new sense of satisfying customer needs. If the marketer understands customer needs; develops products that provide superior customer value; and prices distributes, and promotes them effectively , those products will sell easily * Selling and advertising are only part of a larger marketing mix – a set of marketing tools that work together to satisfy customer needs and build customer relationships * Marketing- the process by which companies create value for customers and build strong customer relationships in order to capture value from customers in return Understanding the marketplace and customer needs: * 1) needs, wants, and demands * 2) market offering (products, services, and expectations) * 3) value and satisfaction * 4) exchanges and relationships * 5) markets Customer needs, wants, and demands * The most basic concept underlying marketing is that of human needs. Human needs are states of felt deprivation. They include physical...
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...product, to take feedback and also to conduct satisfaction surveys with customers. Customers use the Internet not only to buy the product online, but also to compare prices, product features and after sale service facilities they will receive if they purchase the product from a particular store. Many experts are optimistic about the prospect of online business. In addition to the tremendous potential of the E-commerce market, the Internet provides a unique opportunity for companies to more efficiently reach existing and potential customers. PROBLEM IDENTIFICATION To study the influence of individuals towards online buying. THE OBJECTIVES: The objective of this study is to analyse consumer online shopping attitudes and behaviour. The purpose of this research study is to investigate online consumer behaviour; which in turn provide E-marketers with a constructional framework for fine tuning their E-businesses strategies. The specific objectives of this research are: 1. To identify key factors influencing online shopping purchase behaviour. 2. To identify the factors that can explain the differences in online buying behaviour among different online buyers. 3. To check the consumer awareness & perception of online shopping in India. 4. Impact of advertising on online shopping 5. To study sales promotional techniques to boast online shopping in India. 6. To find out influence of online...
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...have to make choices. One of those most important decisions made in our life are based on the market - buying goods. No one buy goods unless they have a problem, a need or a want. The Consumer Decision Making Model can be applied with any economics decision you have to make. The goal in creating this model was to analyze how individuals sort through facts and influences to make decisions that are logical and consistent for them. Think like an economist with this convenient tool. The CDP model consists of seven major stages: Need recognition, search for information, pre-purchase evaluation of alternatives, purchase, consumption, post-consumption evaluation and divestment. The aim of this paper is to discuss these processes with reference to a product and analyze the reason why marketers should understand the CDP model. 1. Need recognitions Need recognitions is the most important factor which leads to buying of products and services. Need in fact is the catalyst which triggers the buying decision of individuals. It occurs when an individual senses a different between what he or she perceives to be the ideal versus the actual state of affairs. Need recognition depends on how much discrepancy exists between the actual state (the consumer’s current situation) and the desired state (the situation the consumer want to be in). Consumer buy things when they believe a product’s ability to solve a problem are worth more than the cost of buying it. Imagine having to buy yourself...
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