Factors impacting customer satisfaction: an empirical investigation into online shopping in India

References

• Ahn, T., Ryu, S., & Han, I. (2007). The impact of Web quality and playfulness on user acceptance of online retailing. Information Management, 44(3), 263–275. doi:10.1016/j.im.2006.12.008
   Google Scholar
• Ajzen, I. (1991). The theory of planned behavior. Organizational Behavior and Human Decision Processes, 50(2), 179–211. doi:10.1016/0749-5978(91)90020-T
   Web of Science ®Google Scholar
• Akar, E., & Topçu, B. (2011). An examination of the factors influencing consumers’ attitudes towards social media marketing. Journal of Internet Commerce, 10(1), 35–67. doi:10.1080/15332861.2011.558456
   Google Scholar
• Akroush, M. N., & Al-Debei, M. M. (2015). An integrated model of factors affecting consumer attitudes towards online shopping. Business Process Management Journal, 21(6), 1353–1376. doi:10.1108/BPMJ-02-2015-0022
   Web of Science ®Google Scholar
• Alam, S. S., & Yasin, N. M. (2010). An investigation into the antecedents of customer satisfaction of online shopping. Journal of Marketing Development and Competitiveness, 5(1), 71–78.
   Google Scholar
• Albugami, M., & Bellaaj, M. (2014). The continued use of Internet banking: Combining UTAUT2 theory and service quality model. Journal of Global Management Research, 10(1), 11–28.
   Google Scholar
• Al-Gahtani, S. S., Hubona, G. S., & Wang, J. (2007). Information technology (IT), in Saudi Arabia: Culture and the acceptance and use of IT. Information and Management, 44(80), 681–691. doi:10.1016/j.im.2007.09.002
   Google Scholar
• Aoun, C., Vatanasakdakul, S., & Li, Y. (2010 1–3 Dec). AIS in Australia: UTAUT application and cultural implication”. Proc. 21st Australasian Conference on Information Systems Brisbane, Paper 17, pp.1–11.
   Google Scholar
• Assocham Resurgent Study. (2018). Online Shoppers expected to cross 100 million mark in 2017. [ Online] Retrieved from https://www.indiaretailing.com/2017/01/09/research/online-shoppers-expected-to-cross-100-million-mark-in-2017
   Google Scholar
• Assocham Study. (2014). Future of e-Commerce: Uncovering Innovation. [ Online] http://www.bgr.in/news/india-post-collects-rs-280-crore-through-cash-on-delivery-for-ecommerce-firms-like-flipkart-snapdeal-and-amazon/retrieved
   Google Scholar
• Bandura, A. (1986). The explanatory and predictive scope of self efficacy theory. Journal of Clinical and Social Psychology, 4, 359–373. doi:10.1521/jscp.1986.4.3.359
   Web of Science ®Google Scholar
• Baptista, G., & Oliveira, T. (2015). Understanding mobile banking: The unified theory of acceptance and use of technology combined with cultural moderators. Computers in Human Behavior, 50(September), 418–430. doi:10.1016/j.chb.2015.04.024
   Google Scholar
• Bathgate, I., Omar, M., Nwankwo, S., & IYinan, Z. (2006). Transition to a market orientation: Preliminary evidence from China. Marketing Intelligence and Planning, 24(4), 332–346. doi:10.1108/02634500610672080
   Google Scholar
• Bernoff, J., & Li, C. (2008). Harnessing the power of the Oh-So-Social web. MIT Sloan Management Review, 49(3), 36–42.
   Web of Science ®Google Scholar
• Calisir, F., Bayraktaroglu, E. A., Gumussoy, C. A., Topcu, Y. I., & Mutlu, T. (2010). “The relative importance of usability and functionality factors for online auction and shopping websites. Online Information Review, 34(3), 420–439. doi:10.1108/14684521011037025
   Web of Science ®Google Scholar
• Celik, H. (2016). The functionality of online shopping site within the customer service life cycle: A literature review. In Encyclopedia of e-commerce development, implementation and management (pp. 791–803) : IGI Global.
   Google Scholar
• Cenfetelli, R. T., & Benbsat, I. “Measuring e-commerce customer service life cycle,” in Proceedings of the 10th European Conference on Information Systems, Information Systems and the Future of the Digital Economy, ECIS 2002, Gdansk, Poland, 2002 Jun 6–8, pp. 696–705.
   Google Scholar
• Chandra, B., Goswami, S., & Chouhan, V. (2012). Investigating attitude towards online advertising on social media – An empirical study. Management Insight, 8(1), 1–14.
   Google Scholar
• Chauhan, S., Mukhopadhyay, S., & Jaiswal, M. (2018). The adoption of mobile app for B2C transaction in platform marketplace: An empirical examination of key drivers. Journal of Information Technology Case and Application Research, 20(1), 9–22. doi:10.1080/15228053.2018.1453338
   Google Scholar
• Chiejina, C., & Olamide, S. E. (2014). Investigating the significance of the ‘Pay on Delivery’ option in emerging prosperity of the Nigerian e-commerce sector. Journal of Marketing and Management, 5(1), 120–135.
   Google Scholar
• Davis, F. D. (1989). Perceived usefulness, perceived ease of use and user acceptance of information technology. MIS Quarterly, 13(3), 319–339. doi:10.2307/249008
   Web of Science ®Google Scholar
• Duffett, R. G. (2015). Facebook advertising’s influence on intention-to-purchase and purchase amongst Millennials. Internet Research, 25(4), 498–526. doi:10.1108/IntR-01-2014-0020
   Web of Science ®Google Scholar
• Elisabeta, I., & Ivona, S. (2014). Social media and its impact on consumers behavior. International Journal of Economic Practices and Theories, 4(2), 295–303.
   Google Scholar
• Ellison, N. B., Steinfield, C., & Lampe, C. (2007). The benefits of facebook “Friends:” Social capital and college students use of online social networking sites. Journal Of Computer-Mediated Communication, 12(4), 1143–1168. doi:10.1111/j.1083-6101.2007.00367.x
   Web of Science ®Google Scholar
• Foon, Y. S., & Fah, B. C. Y. (2011). Internet banking adoption in Kuala Lumpur: An application of UTAUT model. International Journal of Business and Management, 6(4), 161–167.
   Google Scholar
• Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39–40. doi:10.1177/002224378101800104
   Web of Science ®Google Scholar
• Forrester Research. (2018). Ecommerce growth fell 26% in 2017: Forrester research - The economic times. [ Online]. Retrieved from https://economictimes.indiatimes.com/small-biz/startups/news buzz/ecommerce- growth-fell-26-in-2017 forrester research/articleshow/62733708.cms
   Google Scholar
• Ghalandari, K. (2012). The effect of performance expectancy, effort expectancy, social influence and facilitating conditions on acceptance of E-banking services in Iran: The moderating role of age and gender. Middle-East Journal Of Scientific Research, 12(6), 801–807.
   Google Scholar
• Guo, X., Ling, K. C., & Liu, M. (2012). Evaluating factors influencing customer satisfaction towards online shopping in China. Asian Social Science, 8(13), 40–50. doi:10.5539/ass.v8n13p40
   Google Scholar
• Ha, H. Y., & Janda, S. (2008). An empirical test of a proposed customer satisfaction model in e-service. Journal of Service Marketing, 22(5), 399–408. doi:10.1108/08876040810889166
   Google Scholar
• Hajli, M. N. (2014). A study of the impact of social media on consumers. International Journal of Market Research, 56(3), 388–404. doi:10.2501/IJMR-2014-025
   Web of Science ®Google Scholar
• Harmer, B., & Yoong, P. (2008). Opportunistic bargains: Exploring an unusual B2C E-commerce Model. Journal of Information Technology Case and Application Research, 10(2), 25–36. doi:10.1080/15228053.2008.10856134
   Google Scholar
• Heinrichs, J. H., Lim, J. S., & Lim, K. S. (2011). Influence of social networking site and user access method on social media evaluation. Journal of Consumer Behavior, 10(6), 347–355. doi:10.1002/cb.377
   Web of Science ®Google Scholar
• Henseler, J., Ringle, C., & Sinkovics, R. (2009). The use of partial least squares path modeling in International Marketing. Advances in International Marketing (AIM), 20, 277–320.
   Web of Science ®Google Scholar
• Hinson, R., & Boateng, R. (2007). Perceived benefits and management commitment to e-business usage in selected Ghanaian tourism firms. The Electronic Journal of Information Systems in Developing Countries, 31(5), 1–18. doi:10.1002/j.1681-4835.2007.tb00214.x
   Google Scholar
• Hussain, Z., Wallace, J., Tassabehji, R., & Khan, O. (2007). E-business in developing world: An empirical study of payment methods and their implication. Journal of Electronic Business, 5(3), 315–335. doi:10.1504/IJEB.2007.014514
   Google Scholar
• IBEF Report. (2018). Retail industry in India. Retrieved from https://www.ibef.org/archives/detail/b3ZlcnZpZXcmMzc2MzYmMzc1
   Google Scholar
• Im, I., Kim, Y., & Han, H.-J. (2011). An international comparison of technology adoption testing the UTAUT model. Information and Management, 45(1), 1–9. doi:10.1016/j.im.2007.03.005
   Google Scholar
• India Retailing Bureau. (2016). North Indian consumers more demanding, but less trustful of digital payments: NIRS 2016. Retrieved from https://www.indiaretailing.com/2016/12/15/retail/north-indian-consumers-demanding-lesstrustful- digital-payments-nirs-2016
   Google Scholar
• Ioanăs, E., & Ivona, S. (2014). Social media and its impact on consumers behavior. International Journal of Economic Practices and Theories, 4(2), 295–303.
   Google Scholar
• Jadhav, V., & Khanna, M. (2016). Factors influencing online buying behavior of college students: A qualitative analysis. The Qualitative Report, 21(1), 1–15.
   Web of Science ®Google Scholar
• Jain, N. (2014). E-marketing and the consumer decision making process. Ph.D thesis, pp. 14–20.
   Google Scholar
• Kandulapati, S., & Bellamkonda, R. S. (2014). E-service quality: A study of online shoppers in India. American Journal of Business, 29(2), 178–188. doi:10.1108/AJB-05-2013-0030
   Google Scholar
• Kapurubandara, M. (2009). a framework to e-transform SMEs in developing Countries. The Electronic Journal of Information Systems in Developing Countries, 39(3), 1–24. doi:10.1002/j.1681-4835.2009.tb00277.x
   Google Scholar
• Kempe, D., & Kleinberg, J. and Ithaca, 2003 August 24–27, Maximizing the spread of influence through a social network. In Proceedings of the ninth ACM SIGKDD international conference on Knowledge discovery and data mining held at Washington, DC, (pp. 137–146).
   Google Scholar
• Khare, A., & Rakesh, S. (2011). Antecedents of online shopping behaviour in India: An examination. Journal of Internet Commerce, 10(4), 227–244. doi:10.1080/15332861.2011.622691
   Google Scholar
• Khristianto, W., Kertahadi, I., & Suyadi, I. (2012). The influence of information, system and service on customer satisfaction and loyalty in online shopping. International Journal of Academic Research, 4(2), 28–32.
   Google Scholar
• Koufteros, X., Babbar, S., & Kaighobadi, M. (2009). A paradigm for examining second-order factor models employing structural equation modeling. International Journal of Production Economics, 120(2), 633–652. doi:10.1016/j.ijpe.2009.04.010
   Web of Science ®Google Scholar
• Kumar, A., & Kashyap, A. K. (2018). Leveraging utilitarian perspective of online shopping to motivate online shoppers. International Journal of Retail & Distribution Management, 46(3), 247–263. doi:10.1108/IJRDM-08-2017-0161
   Web of Science ®Google Scholar
• Kuo, F. Y., Wu, M. C., & Deng, W. J. (2009). The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services. Computers in Human Behavior, 25(4), 887–896. doi:10.1016/j.chb.2009.03.003
   Web of Science ®Google Scholar
• Lee, Y., & Kozar, A. K. (2012). Understanding the website usability: Specifying and measuring constructs and their relationships. Decision Support System, 52, 450–463. doi:10.1016/j.dss.2011.10.004
   Web of Science ®Google Scholar
• Lian, J. W., & Yen, D. C. (2014). Online shopping drivers and barriers for older adults: Age and gender differences. Computers in Human Behavior, 37(3), 133–143. doi:10.1016/j.chb.2014.04.028
   Google Scholar
• Liu, X., He, M., Gao, F., & Xie, P. (2008). An empirical study of online shopping customer satisfaction in China: A holistic perspective. International Journal of Retail and Distribution Management, 36(11), 919–940. doi:10.1108/09590550810911683
   Google Scholar
• Luo, J., Sulin, B., & Zhang, H. (2012). The effectiveness of online shopping characteristics and well-designed websites on satisfaction. MIS Quarterly, 36(4), 1131–1144. doi:10.2307/41703501
   Web of Science ®Google Scholar
• Maijumdar, R. (2018). Indian men outnumber women online shoppers by over three to one. [ Online] Retrieved from https://www.business-standard.com/article/current-affairs/indian-men-outnumber-women-online-shoppers-by-over-three-to-one-report-118090300021_1.html
   Google Scholar
• Mangold, W. G., & Faulds, D. J. (2009). Social media: The new hybrid element of the promotion mix. Business Horizons, 52(4), 357–365. doi:10.1016/j.bushor.2009.03.002
   Web of Science ®Google Scholar
• Mbarika, V. W., Meso, P., Musa, P., Kah, M., & Amougou, J. (2006). Developing a research agenda for ICT research in developing countries: A focus on Sub-Saharan Africa. Proceedings of American Society for Information Science and Technology, 43(1), 1–8. doi:10.1002/meet.14504301184
   Google Scholar
• Muda, M., Mohd, R., & Hassan, S. (2016). Online purchase behavior of generation Y in Malaysia. Procedia Economics and Finance, 37, 292–298. doi:10.1016/S2212-5671(16)30127-7
   Google Scholar
• Nielson Report. (2017). What’s next in e-commerce understanding the omni-channel consumer. [ Online]. Retrieved from http://www.nielsen.com/content/dam/nielsenglobal/de/docs/Nielsen_Whats-next-in ecommerce_2017.pdf
   Google Scholar
• Omar, M., Bathgate, I., & Nwankwo, S. (2011). Internet marketing and customer satisfaction in emerging markets: The case of Chinese online shoppers. Competitiveness Review: An International Business Journal, 21(2), 224–237. doi:10.1108/10595421111117489
   Google Scholar
• Palvia, P. (2013). Editorial preface the World IT project: A program on international research and call for participation. Journal of Global Information Technology Management, 16(2), 1–5. doi:10.1080/1097198X.2013.10845633
   Web of Science ®Google Scholar
• Parise, S. (2009). Social media networks: What do they mean for knowledge management? Journal of Information Technology Case and Application Research, 11(2), 1–11. doi:10.1080/15228053.2009.10856156
   Google Scholar
• Podsakoff, P. M., MacKenzie, S. B., Lee, J.-Y., & Podsakoff, N. P. (2003). Common method biases in behavioral research: A critical review of the literature and recommended remedies. Journal of Applied Psychology, 88(5), 879–903. doi:10.1037/0021-9010.88.5.879
   PubMed Web of Science ®Google Scholar
• Polasik, M., & Fiszeder, P. (2009). Factors determining the acceptance of payment methods by online shops in Poland. Working Paper Series, European Central Bank (w druku), pp. 1–37.
   Google Scholar
• PWC Report. (2018). Balancing superior customer experience and data protection: The next challenge for Indian eCommerce. Retrieved from https://www.pwc.in/assets/pdfs/industries/technology/techworld-may-2018.pdf
   Google Scholar
• Rodriguez, T. E., & Trujillo, E. C. (2014). Online drivers of consumer purchase of website airline tickets. Journal of Air Transport Management, 32, 58–64. doi:10.1016/j.jairtraman.2013.06.018
   Web of Science ®Google Scholar
• Saravanakumar, M., & Suganthalakshmi, T. (2012). Social media marketing. Life Science Journal, 9(4), 4444–4451.
   Google Scholar
• Sareen, M., & Jain, A. (2014). The role of social influence and consumer’s effort expectancy in online shopping: An empirical study in India. International Journal of Management Research and Business Strategy, 3(1), 138–158.
   Google Scholar
• Schepers, J., & Wetzels, M. (2007). A meta-analysis of the technology acceptance model: Investigating subjective norm and moderation effects. Information Management, 44(1), 90–103. doi:10.1016/j.im.2006.10.007
   Google Scholar
• Seffah, A., Mohamed, T., Habieb-Mammar, H., & Abran, A. (2008). Reconciling usability and interactive system architecture using patterns. The Journal of Systems and Software, 81(11), 1845–1852. doi:10.1016/j.jss.2008.04.037
   Web of Science ®Google Scholar
• Sharma, S., & Rehman, R. (2012). Assessing the impact of web 2.0 on consumer purchase decisions: Indian perspective. International Journal of Marketing and Technology, 2(7), 125–139.
   Google Scholar
• Shin, J. K., Chung, K. H., Oh, J. S., & Lee, C. W. (2013). The effect of site quality on repurchase intention in Internet shopping through mediating variables: The case of university students in South Korea. International Journal of Information Management, 33(3), 453–463. doi:10.1016/j.ijinfomgt.2013.02.003
   Web of Science ®Google Scholar
• Singh, S. S., Dalal, N., & Spears, N. (2005). Understanding web home page perception. European Journal of Information Systems, 14(3), 288–302. doi:10.1057/palgrave.ejis.3000525
   Web of Science ®Google Scholar
• Sushma, U. N. (2017). Morgan Stanley explains why India’s e-commerce market is a hot investment opportunity. [ Online] https://qz.com/1089559/morgan-stanley-explains-why-indias-e-commerce-market-is-a-hot-investment-opportunity/
   Google Scholar
• Szymanski, D. M., & Hise, R. T. (2000). E-satisfaction: An initial examination. Journal of Retailing, 76(3), 309–322. doi:10.1016/S0022-4359(00)00035-X
   Web of Science ®Google Scholar
• Tandon, U., Kiran, R., & Sah, A. N. (2016). Understanding online shopping adoption in India: Unified theory of acceptance and use of technology 2 (UTAUT2) with perceived risk application. Service Science, 8(4), 420–437. doi:10.1287/serv.2016.0154
   Web of Science ®Google Scholar
• Tandon, U., Kiran, R., & Sah, A. N. (2017). Customer Satisfaction as a mediator between website service quality and repurchase intention: An emerging economy case. Service Science, 9(2), 106–120. doi:10.1287/serv.2016.0159
   Web of Science ®Google Scholar
• Taylor, S., & Todd, P. (1995). Understanding information technology usage: A test of competing models. Information Systems Research, 6(2), 144–176. doi:10.1287/isre.6.2.144
   Web of Science ®Google Scholar
• Thakur, R., & Srivastava, M. (2015). A study on the impact of consumer risk perception and innovativeness on online shopping in India. International Journal of Retail and Distribution Management, 43(2), 148–166. doi:10.1108/IJRDM-06-2013-0128
   Web of Science ®Google Scholar
• Thirumalai, S., & Sinha, K. K. (2011). Customization of the online purchase process in electronic retailing and customer satisfaction: An online field study. Journal of Operations Management, 29(5), 477–487. doi:10.1016/j.jom.2010.11.009
   Web of Science ®Google Scholar
• Thompson, R. L., Higgins, C. A., & Howell, J. M. (1991). Personal Computing: Toward a conceptual model of utilization. MIS Quarterly, 15(1), 125–143. doi:10.2307/249443
   Web of Science ®Google Scholar
• Udo, J. G., Bagchi, K. K., & Peeter, J. K. (2010). An assessment of customers’ e-service quality perception, satisfaction and intention. International Journal of Information Management, 30(6), 481–492. doi:10.1016/j.ijinfomgt.2010.03.005
   Web of Science ®Google Scholar
• Venkatesh, V., & Davis, F. D. (2000). A theoretical extension of the technology acceptance models: Four longitudinal field studies. Management Science, 46(2), 186–204. doi:10.1287/mnsc.46.2.186.11926
   Web of Science ®Google Scholar
• Venkatesh, V., Morris, M. G., Davis, G. B., & Davis, F. D. (2003). User acceptance of information technology: Towards a unified view. MIS Quarterly, 27(3), 425–478. doi:10.2307/30036540
   Web of Science ®Google Scholar
• Venkatesh, V., Thong, J. Y. L., & Xu, X. (2012). Consumer acceptance and use of information technology: Extending the unified theory of acceptance and use of technology. MIS Quarterly, 36(1), 157–178. doi:10.2307/41410412
   Web of Science ®Google Scholar
• Venkatesh, V., Thong, J. Y. L., & Xu, X. (2016). Unified theory of acceptance and use of technology: A synthesis and the road ahead. Journal of the Association for Information Systems, 17(2), 328–376. doi:10.17705/1jais.00428
   Google Scholar
• Wang, Y. J., Hernandez, M. D., & Minor, M. S. (2010). Web aesthetics effects on perceived online service quality and satisfaction in an e-tail environment: The moderating role of purchase task. Journal of Business Research, 63(9–10), 935–942. doi:10.1016/j.jbusres.2009.01.016
   Web of Science ®Google Scholar
• Williams, D. M., Rana, P. N., & Dwivedi, Y. K. (2015). The unified theory of acceptance and use of technology: UTAUT, A literature review. Journal of Enterprise Information Management, 28(2), 443–488. doi:10.1108/JEIM-09-2014-0088
   Google Scholar
• Wolfinbarger, M., & Gilly, M. C. (2003). eTailQ: Dimensionalizing, measuring and predicting e-tail quality. Journal of Retailing, 79(3), 183–198. doi:10.1016/S0022-4359(03)00034-4
   Web of Science ®Google Scholar
• Wolner-RoBlhuber, K., Burger, C., & Gussenbauer, J. (2013). Internet payment behavior in Austria. Monetary Policy and Economy, 13(3), 29–41.
   Google Scholar
• Yang, K. (2010). Determinants of US consumer mobile shopping services adoption: Implications for designing mobile shopping services. Journal of Consumer Marketing, 27(3), 262–270. doi:10.1108/07363761011038338
   Google Scholar
• Yaprakli, S., Kalbakhani, E., & Rasouli, R. (2013). An application of UTAUT model for online shopping acceptance in Iran. Reef Resources Assessment and Management Technical Paper, 38(5), 237–244.
   Google Scholar
• Zhou, T., Lu, Y., & Wang, B. (2010). Integrating TTF and UTAUT to explain mobile banking user adoption. Computers in Human Behavior, 26(4), 760–767. doi:10.1016/j.chb.2010.01.013
   Web of Science ®Google Scholar