IDEAS home Printed from https://ideas.repec.org/a/zag/market/v33y2021i2p149-164.html
   My bibliography  Save this article

Outcomes of Perceived Online Webshop Quality: Empirical Evidence

Author

Listed:
  • Alexander Joseph Ibnu Wibowo

    (Universitas Prasetiya Mulya, School of Business and Economics)

Abstract

Purpose – Despite tremendous growth of e-commerce, there are reports of concerns about the quality of products and services in online transactions. This study evaluates customer perceptions of product quality in online circumstances. Specifically, the study proposes a model for analyzing the prominent outcomes of perceived webshop quality. Design/Methodology/Approach – The data was obtained through an online survey using a structured questionnaire administered to 515 online customers. Furthermore, regression analyses tested the causal relationship proposed in the hypothesis. Findings and implications – The study found that both the dimensions of product quality and webshop quality affect customer loyalty and satisfaction. Besides, satisfaction and trust affect loyalty. Results also reveal that satisfaction affects trust. On the other hand, product quality has not been shown to affect customer trust. Limitations – Since there is no online customer database, a public online survey with screening questions was used. The sample consists only of the representatives of the student population who have purchased products online. As the sample may not reflect the entire population of online consumers worldwide, caution is to be applied when generalizing the findings. Originality – This study contributes the existing knowledge about how perceptions of quality, satisfaction, and trust combine to increase loyalty in the case of e-commerce. This is a step towards expanding and contextualizing research on perceived quality and its outcomes in a non-traditional Eastern context. This paper provides marketers with valuable insights into the perceptions and attitudes of young online shoppers.

Suggested Citation

  • Alexander Joseph Ibnu Wibowo, 2021. "Outcomes of Perceived Online Webshop Quality: Empirical Evidence," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 33(2), pages 149-164.
    • Handle: RePEc:zag:market:v:33:y:2021:i:2:p:149-164
    DOI: 10.22598/mt/2021.33.2.149
    as

    Download full text from publisher

    File URL: https://doi.org/10.22598/mt/2021.33.2.149
    Download Restriction: None
    File URL: https://libkey.io/10.22598/mt/2021.33.2.149?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Rose, Susan & Clark, Moira & Samouel, Phillip & Hair, Neil, 2012. "Online Customer Experience in e-Retailing: An empirical model of Antecedents and Outcomes," Journal of Retailing, Elsevier, vol. 88(2), pages 308-322.
    2. Shin, Jae Ik & Chung, Ki Han & Oh, Jae Sin & Lee, Chang Won, 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, Elsevier, vol. 33(3), pages 453-463.
    3. Urvashi Tandon & Ravi Kiran & Ash Sah, 2017. "Analyzing customer satisfaction: users perspective towards online shopping," Nankai Business Review International, Emerald Group Publishing Limited, vol. 8(3), pages 266-288, August.
    4. McCole, Patrick & Ramsey, Elaine & Williams, John, 2010. "Trust considerations on attitudes towards online purchasing: The moderating effect of privacy and security concerns," Journal of Business Research, Elsevier, vol. 63(9-10), pages 1018-1024, September.
    5. Muhammad Waleed Ayub Ghouri & Linchen Tong & Muhammad Ali Hussain, 2021. "Does Online Ratings Matter? An Integrated Framework to Explain Gratifications Needed for Continuance Shopping Intention in Pakistan," Sustainability, MDPI, vol. 13(17), pages 1-24, August.
    6. Changsu Kim & Weihong Zhao & Kyung H. Yang, 2008. "An Empirical Study on the Integrated Framework of e-CRM in Online Shopping: Evaluating the Relationships Among Perceived Value, Satisfaction, and Trust Based on Customers' Perspectives," Journal of Electronic Commerce in Organizations (JECO), IGI Global, vol. 6(3), pages 1-19, July.
    7. Natarajan, Thamaraiselvan & Balasubramanian, Senthil Arasu & Kasilingam, Dharun Lingam, 2017. "Understanding the intention to use mobile shopping applications and its influence on price sensitivity," Journal of Retailing and Consumer Services, Elsevier, vol. 37(C), pages 8-22.
    8. Jaiswal, Anand K. & Niraj, Rakesh & Venugopal, Pingali, 2010. "Context-general and Context-specific Determinants of Online Satisfaction and Loyalty for Commerce and Content Sites," Journal of Interactive Marketing, Elsevier, vol. 24(3), pages 222-238.
    9. Hajli, Nick, 2015. "Social commerce constructs and consumer's intention to buy," International Journal of Information Management, Elsevier, vol. 35(2), pages 183-191.
    10. Fu, Hanliang & Manogaran, Gunasekaran & Wu, Kuang & Cao, Ming & Jiang, Song & Yang, Aimin, 2020. "Intelligent decision-making of online shopping behavior based on internet of things," International Journal of Information Management, Elsevier, vol. 50(C), pages 515-525.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Lova Rajaobelina & Isabelle Brun & Sandrine Prom Tep & Manon Arcand, 2018. "Towards a better understanding of mobile banking: the impact of customer experience on trust and commitment," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 23(3), pages 141-152, December.
    2. Jebarajakirthy, Charles & Shankar, Amit, 2021. "Impact of online convenience on mobile banking adoption intention: A moderated mediation approach," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
    3. Lova Rajaobelina & Isabelle Brun & Nour Kilani & Line Ricard, 2022. "Examining emotions linked to live chat services: The role of e-service quality and impact on word of mouth," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 27(3), pages 232-249, September.
    4. Nadeem, Waqar & Andreini, Daniela & Salo, Jari & Laukkanen, Tommi, 2015. "Engaging consumers online through websites and social media: A gender study of Italian Generation Y clothing consumers," International Journal of Information Management, Elsevier, vol. 35(4), pages 432-442.
    5. Angela Eliza Micu & Olfa Bouzaabia & Rym Bouzaabia & Adrian Micu & Alexandru Capatina, 2019. "Online customer experience in e-retailing: implications for web entrepreneurship," International Entrepreneurship and Management Journal, Springer, vol. 15(2), pages 651-675, June.
    6. Lucia-Palacios, Laura & Pérez-López, Raúl & Polo-Redondo, Yolanda, 2020. "How situational circumstances modify the effects of frontline employees’ competences on customer satisfaction with the store," Journal of Retailing and Consumer Services, Elsevier, vol. 52(C).
    7. Martin, Jillian & Mortimer, Gary & Andrews, Lynda, 2015. "Re-examining online customer experience to include purchase frequency and perceived risk," Journal of Retailing and Consumer Services, Elsevier, vol. 25(C), pages 81-95.
    8. Mukherjee, Amaradri & Smith, Ronn J. & Turri, Anna M., 2018. "The smartness paradox: the moderating effect of brand quality reputation on consumers' reactions to RFID-based smart fitting rooms," Journal of Business Research, Elsevier, vol. 92(C), pages 290-299.
    9. Hamilton, Mitchell & Kaltcheva, Velitchka D. & Rohm, Andrew J., 2016. "Social Media and Value Creation: The Role of Interaction Satisfaction and Interaction Immersion," Journal of Interactive Marketing, Elsevier, vol. 36(C), pages 121-133.
    10. Gulfraz, Muhammad Bilal & Sufyan, Muhammad & Mustak, Mekhail & Salminen, Joni & Srivastava, Deepak Kumar, 2022. "Understanding the impact of online customers’ shopping experience on online impulsive buying: A study on two leading E-commerce platforms," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
    11. Yoonkyo Cho & Taehwan Kim & Jaewhak Roh, 2021. "An analysis of the effects of electronic commerce on the Korean economy using the CGE model," Electronic Commerce Research, Springer, vol. 21(3), pages 831-854, September.
    12. Chopdar, Prasanta Kr & Paul, Justin & Prodanova, Jana, 2022. "Mobile shoppers’ response to Covid-19 phobia, pessimism and smartphone addiction: Does social influence matter?," Technological Forecasting and Social Change, Elsevier, vol. 174(C).
    13. Goh Mei Ling, 2021. "Customer Satisfaction towards Mobile Food Delivery Apps during Covid-19 Pandemic," GATR Journals jmmr281, Global Academy of Training and Research (GATR) Enterprise.
    14. Garima Malik & A. Sajeevan Rao, 2019. "Extended expectation-confirmation model to predict continued usage of ODR/ride hailing apps: role of perceived value and self-efficacy," Information Technology & Tourism, Springer, vol. 21(4), pages 461-482, December.
    15. Selcuk Kiran, 2020. "Impact of Social Network Use in Turkey on E-commerce Based on Facebook Case," International Journal of Research and Scientific Innovation, International Journal of Research and Scientific Innovation (IJRSI), vol. 7(3), pages 160-167, March.
    16. Sohn, Stefanie, 2017. "A contextual perspective on consumers' perceived usefulness: The case of mobile online shopping," Journal of Retailing and Consumer Services, Elsevier, vol. 38(C), pages 22-33.
    17. Rodríguez-López, María Eugenia & Higueras-Castillo, Elena & Rojas-Lamorena, Álvaro J. & Alcántara-Pilar, Juan Miguel, 2024. "The future of TV-shopping: predicting user purchase intention through an extended technology acceptance model," Technological Forecasting and Social Change, Elsevier, vol. 198(C).
    18. Zhang, Wenqing & Liu, Liangliang, 2022. "Exploring non-users' intention to adopt ride-sharing services: Taking into account increased risks due to the COVID-19 pandemic among other factors," Transportation Research Part A: Policy and Practice, Elsevier, vol. 158(C), pages 180-195.
    19. Gwijeong Park & Fangxin Chen & Le Cheng, 2021. "A Study on the Millennials Usage Behavior of Social Network Services: Effects of Motivation, Density, and Centrality on Continuous Intention to Use," Sustainability, MDPI, vol. 13(5), pages 1-19, March.
    20. Tomás Escobar-Rodríguez & Rocío Bonsón-Fernández, 0. "Analysing online purchase intention in Spain: fashion e-commerce," Information Systems and e-Business Management, Springer, vol. 0, pages 1-24.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:zag:market:v:33:y:2021:i:2:p:149-164. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Tanja Komarac (email available below). General contact details of provider: https://edirc.repec.org/data/fefzghr.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.