Search Results (55)

Drawing on experience–satisfaction–loyalty, this study models how specific digital retail interface attributes translate into behavioural outcomes. Survey data from Portuguese online shoppers were analysed with PLS-SEM to test a formative–reflective framework linking Interactivity and Technologies, Trust–Security–Privacy, Fulfilment and Service Quality, Usability and Web Design, Personalisation and Customisation and Omnichannel Integration to customer experience (CX), customer satisfaction (CS), customer loyalty (CL) and electronic word of mouth (eWOM). The model explains 62.6% of CX, 70.1% of CS and 66.7% of CL. CX is strongly associated with CS and CS, in turn, with CL; associations with eWOM are non-significant, revealing a theoretical blind spot around advocacy. Interactivity and Technologies, Trust–Security–Privacy and Fulfilment and Service Quality emerge as the most significant antecedents of CX, whereas Omnichannel Integration is inert. The findings advance digital commerce theory by decoupling advocacy from evaluative satisfaction and by reconceptualising integration as multidimensional. Practically, they prioritise investment in interactive, secure and fulfilment capabilities while signalling that loyalty is not associated with advocacy. This study concludes by outlining measurement refinements and longitudinal avenues to capture social–motivational drivers of eWOM. Full article

In the context of eco-friendly e-commerce, understanding the psychological and experiential mechanisms that drive consumers’ online purchasing behavior is essential for promoting sustainable platform development. This study aims to fill a critical gap in the literature by examining how social interaction, entertainment, and sales promotion influence consumers’ purchase intentions through the mediating roles of perceived value and immersive flow experience. Grounded in the Stimulus–Organism–Response (S-O-R) theoretical framework, we developed a structural model and conducted an empirical analysis using survey data collected from 438 online shoppers. Data analysis was conducted using SPSS and AMOS through SEM. The results show that social interaction and sales promotion significantly enhance both perceived value and flow experience, which in turn positively influence consumers’ purchase intentions. However, entertainment exhibits a negative and significant effect on perceived value and does not significantly affect flow experience, indicating that hedonic content may not always translate into perceived usefulness or deep engagement. Moreover, the influence of social interaction on flow experience was also found to be negative and significant, suggesting that not all forms of interaction necessarily lead to immersive experiences. These findings highlight the complex psychological dynamics in digital consumption. This study contributes original insights by integrating psychological engagement mechanisms with the goal of digital sustainability, offering practical implications for online retailers aiming to enhance user engagement and platform longevity through experience-driven strategies. Full article

Compared to multiple other European countries, Germany still lists among those countries restricting the operation of most retail activities on Sundays as well as public holidays. For a long time, the German populace backed this decision. The COVID-19 crisis had distinct effects on retail behavior, expectations, and perceptions among broad strata of German society. To quantify these changes, this study implements the results of two surveys from 2018 and 2025. Both samples were drawn from among the population of the fourth-largest German city of Cologne and visitors to the city. The results of t-tests and multiple multivariate regression analyses indicate that visitors still attend retail Sundays for hedonistic motives, i.e., related events, but in 2025 utilitarian motives have become more essential. While the amount of money spent during retail Sundays increased, this development is primarily driven by visitors not native to Cologne. However, city events continue to draw visitors and should be continued by city management. The financial potential for retailers by abolishing the German Shop Closing Act consequently remains limited, and its abolishment would only increase the ease of shoppers. Thus, legal changes to the act will have only limited potential for urban economic development. Full article

Urban traffic management faces significant challenges in balancing parking supply with user demand. This study introduces a novel parking demand model that integrates simulation-based pricing with elasticity functions derived from revealed preference data, segmented across predefined user categories, such as short-term visitors (e.g., shoppers) and monthly subscribers (e.g., commuters). Unlike previous models, this approach does not rely on survey-based inputs and explicitly accounts for both natural and chaotic demand behaviors, thereby improving forecasting accuracy under oversaturated conditions. The model supports sustainable parking management by optimizing space availability, while simultaneously increasing occupancy and enhancing revenue generation. Full article

With the rise of omnichannel (OC) retailing in food e-retail, understanding how OC retailing and product quality attributes influence consumer purchasing behaviour and value perceptions is crucial for developing e-retail strategies and enhancing consumer services. This study examined their impacts on Chinese consumers’ purchases of Australian beef (brisket) through a discrete choice experiment in Beijing, Shanghai, Guangzhou and Shenzhen and analysed 872 valid responses using multinomial logit, random parameter logit, and latent class models. Our findings reveal that Chinese consumers prefer buying Australian brisket via OC apps and offline stores, paying approx. 44% and 134% more per 500 g, respectively, compared to self-operated e-commerce stores. Brand, manufacturer and origin traceability are key quality attributes, with additional paid for brisket manufactured and packaged in Australia (under Australian brands) and featuring the MLA “True Aussie Beef” label over QR codes. This study also identified four distinct consumer clusters: (i) premium shoppers, (ii) channel and traceability-oriented shoppers, (iii) omnichannel and price-oriented shoppers and (iv) tech-savvy and discerning shoppers, highlighting varying sensitivities to e-retail channels and product attributes. These findings offer strategic and actionable insights for Australian beef exporters and OC retailers seeking to optimise consumer engagement and value creation in China’s evolving e-retail landscape. Full article

The rise of the experience economy, driven by disruptive technologies delivering innovative experiences, has transformed the interactions between tech-enabled shoppers and the phygital retail complex system. An important knowledge gap is addressed in our study by evaluating shoppers’ perceptions of disruptive technologies and the adaptive challenges that retailers face in securing consistency within a highly complex e-commerce landscape shaped by transformative interactions. A quantitative analysis was carried out using structural equation modeling (SEM) and survey data from an international supermarket chain integrating physical and digital retail spaces. We propose a novel framework to explore how retailers can harness data-driven insights and disruptive technologies to optimize the phygital shopping experience and adapt to the shift from multichannel and omnichannel strategies to optichanneling, as well as respond to societal shifts, including the role of digital natives and the expanding influence of the metaverse. This framework integrates key principles such as emergence, feedback, and criticality. The research reveals key findings about transformative shopper experiences across phygital retail touchpoints that influence shoppers’ perceptions and behaviors. Based on these identified key insights, as shoppers increasingly expect seamless interactions, the framework includes practical recommendations for retailers relating to several key areas, including leveraging the metaverse for refined shopper engagement. Full article

In recent years, the global economy has experienced significant shifts, leading to a trend of consumption downgrading. Amid economic pressures and uncertainties, consumers are increasingly turning to cost-effective shopping methods. The COVID-19 lockdowns further accelerated the growth of e-commerce platforms, presenting both opportunities and challenges for sales. Electronic commerce has played a crucial role in enhancing the sales of agricultural products with regional characteristics in China, thereby opening new channels for farmers. This article utilizes tangerines, particularly popular in Zhejiang Province, as a case study to explore e-commerce reviews and assist merchants in delivering more satisfactory products. The analysis of tangerine reviews revealed that customers primarily focused on the taste, service, quality, and price. By applying the latent Dirichlet allocation (LDA) topic model, comments were categorized into four themes: ‘quality’, ‘service’, ‘price’, and ‘flavor’, with key terms identified for each theme. Through sentiment analysis using SnowNLP and bidirectional encoder representations from transformers (BERT), it was found that online shoppers generally expressed positive sentiment toward tangerines. However, there was also some negative feedback. These findings are of paramount importance for businesses aiming to meet consumer demands. The study acknowledges certain limitations including the reliability of data mining and the accuracy of Chinese corpus analysis. Future research could benefit from employing more precise language models to enhance the analysis, ultimately improving the consumer shopping experience and aiding businesses in service improvement. Full article

The rapid growth of the e-commerce market in the retail sector has led to a greater demand for home delivery services in recent years. In order to develop policies to address the issues related to delivery demand, it is critical to understand the demand mechanism of online shopping. Furthermore, the relationship between proximity to mass rapid transit and shopping mode choice mechanisms has not been studied, although, in the field of urban design, accessibility to mass rapid transit is known to affect travel behaviors. We focus on the relationship between proximity to mass rapid transit stations and the shopping mode choice mechanism and estimate structural equation models, considering in-person and online shopping propensities as the latent variables. We use the two datasets. One is from a web-based survey of online shoppers in Japan. The other is the 2019 NYC Citywide Mobility Survey data. The results based on Japanese survey data indicate a clear difference in shopping mode choice mechanisms between MRT-dependent neighborhoods and non-MRT-dependent neighborhoods, while such a difference is limited in NYC. Furthermore, the study reveals how individual and household characteristics and accessibility indicators affect online shopping propensity based on the type of neighborhood and city/country. Full article

The evolution of e-retail and the contribution of artificial intelligence in improving algorithms for greater customer engagement highlight the potential of these technologies to develop e-commerce further, making it more accessible and personalized to meet individual needs. This study aims to explore the psychosocial factors (subjective norms; faith; consciousness; perceived control) that affect AI-enabled ease of use and their impact on purchase intention in online retail. We will also assess the mediating effect of AI-enabled ease of use between psychosocial factors and consumer purchase intention. A quantitative methodology was used, and 1438 responses were collected from Portuguese consumers on e-retail. Structural equation modeling was used for the statistical treatment. The findings indicate that subjective norms do not positively impact AI-enabled ease of use, whereas factors such as faith, consciousness, and perceived control do enhance it. Furthermore, AI-enabled ease of use itself boosts purchase intention. Additionally, the effects of subjective norms, faith, consciousness, and perceived control on purchase intention are significantly enhanced when mediated by AI-enabled ease of use, highlighting the crucial role of usability in shaping consumer purchase behavior. The contribution of this study has been made through the formulation model that provides a systematized perspective about the influencers of purchase intentions and extends the knowledge about the impact of artificial intelligence in e-retail. Furthermore, this study offers insights into the impact of artificial intelligence in e-commerce—artificial intelligence directly affects purchase intentions and plays an important mediator role in the interaction mechanisms between psychosocial factors and purchase intentions. Full article

Personalized recommendations that use digital technologies to predict user interests and preferences and give guiding conclusions have become a widely used digital marketing tool on e-commerce platforms. Given that existing consumer behavior research has not reached a consensus on the relationship between age and the adoption of innovative products, whether recommendation novelty can stimulate older consumers’ acceptance of innovative products remains uncertain. Grounded in the aging and social influence literature, this experimental study investigated the moderating role of individual cognitive age on the impact of recommendation novelty on consumer perceptions regarding stereotype threat and receptiveness to innovativeness. An experiment involving 239 online shoppers was conducted to investigate the experiences of cognitively younger and older adults while using low or high levels of recommendation novelty designed for this study. Results reveal the tension for older adults when using highly recommended novelty, as they perceive these to be more of a stereotype threat, but they also have a higher level of receptiveness to innovativeness. This finding is contrary to the common belief that “the older the consumer, the less receptive to innovativeness”, providing novel insight into the information systems literature. Theoretically, this research shows how increasing the level of recommended novelty affects stereotype threat and receptiveness to innovativeness (of consumers of different cognitive ages). For practitioners, the results provide important guidelines on the kind of personalized recommendations that are appropriate for consumers with different cognitive ages. Full article

The rise of the e-commerce industry has markedly changed the global economy, providing customers with unparalleled access to goods and services. This study empirically examines online shoppers’ perceptions and preferences, focusing on their experiences with last-mile delivery (LMD) services and its impact on their shopping behaviour. This research employs machine learning classification and regression models for a large-scale analysis of customers’ responses, collected using an online survey in the main cities in Saudi Arabia, which is experiencing rapid e-commerce growth amidst a broader digital transformation. The findings highlight a strong consumer preference for timely LMD services, typically within a day of purchase, while noting dissatisfaction with exceedingly early delivery windows. The research emphasises the need to address customer dissatisfaction with delivery services to retain clientele, as many may switch retailers without informing the retailers. Additionally, a considerable trend towards preferring digital over cash-on-delivery payment methods was observed among online shoppers. Overall, this study provides valuable insights into the significant influence of LMD services on customer satisfaction and behaviour in the e-commerce sector. The use of robust machine learning models has revealed critical factors that can guide retailers and LMD providers in enhancing service delivery and customer experience, contributing to the broader discourse on e-commerce logistics efficiency and customer satisfaction. Full article

The rapid development of the internet has resulted in rapid e-business growth, with online malls attracting many shoppers due to the privacy and convenience they offer. Like traditional malls, online malls can provide photos, specifications, prices, etc. However, consumers cannot touch the products in reality, which creates risks for the purchase. To date, there has been no research focusing on topic-specific search engines for 3C product reviews based on the trustworthiness of the reviews. This study is the first to sort the reviews of electronic products according to the degree of trust, by analyzing the characteristics of the reviews and the reviewers. This study proposes the criteria for features of the reviews and reviewers to consider to evaluate the trustworthiness of the reviews; builds a search engine to collect the product reviews scattered in opinion websites; and sorts the results by trustworthiness to provide a reliable e-commerce experience. To demonstrate the effectiveness of the proposed method, we conducted a set of experiments, and we adopted the Spearman’s rank correlation coefficient to evaluate the similarity between our method and experts’ opinions. The experimental results showed a high correlation coefficient with the opinions of experts, demonstrating that our method is effective at finding trustworthy reviews on the internet. Full article

The present study aimed to explore the online shopping of medicines from demographic, geographic, psychographic, and behavioral factors. A quantitative survey design was used with a quote sample representing the Swedish population regarding age, gender, and residential area. In total, 1863 persons responded to a survey, including measures of age, gender, income, education, area of residence, personality traits (BFI-10), values (Rokeach Value Survey), self-estimated health-status, internet usage, online shopping in general, and online shopping of medicines. Firstly, the data were analyzed with chi-squares and independent t-tests. From these initial analyses, online shopping of medicines was associated with young age, female gender, high income and education, living in a big city, extraversion, several values of desirable end-states of existence (e.g., self-respect, a sense of accomplishment, and pleasure), internet usage, and general online shopping. Secondly, the significant (p < 0.05) variables from the initial analysis were included in a logistic regression analysis. This comprehensive model showed that online medication shoppers are best predicted by being female and the use of internet. Unlike what was previously known about medication shoppers, the typical online medication shopper appears to be driven by hedonistic values and self-actualization, rather than health status. We suggest that further research replicate this study outside and inside Sweden, and that health status is measured in a different way. Full article

The e-commerce sector has experienced significant growth in the past two decades, outpacing other economic sectors and contributing to sustainable consumption, increased labour productivity, competitiveness, consumer incomes, and GDP growth. This trend is expected to continue, making e-commerce a key driver of sustainable economic growth in Europe. This study aims to explore the relationship between a nation’s innovation level and its population’s inclination towards online shopping in various EU member states. It hypothesizes that higher innovation levels within a country lead to a greater tendency for online purchases. This study conducts a thorough analysis of the interplay between European economies’ innovation levels and the e-commerce market’s evolution. A composite innovation index was created using the Technique for Order of Preference by Similarity to Ideal Solution (TOPSIS) methodology, and panel data models were utilized to examine the dependencies, with data from Eurostat and the Global Innovation Index. The focus is on the period from 2019 to 2021, which was marked by unique market dynamics and the impact of the COVID-19 pandemic. The findings confirm the significant role of innovation in driving e-commerce expansion within the context of sustainable consumption, supporting the main hypothesis. This research also highlights the pandemic’s positive effect on the e-commerce sector. The pandemic-induced changes in consumer behaviour, particularly due to social isolation and crises in certain economic sectors, have emphasized the importance of online shopping. Notably, the most active online shoppers are identified in the 25 to 54 age group, revealing a key demographic trend. Full article

This study investigated the impact of Octomodal Mental Imagery (OMI) and management dimensions on shoppers’ experiences and mall loyalty. The study was collected through “Questionnaire Star,” and 358 valid data points were obtained. The data were analyzed using SPSS27 and AMOS28. The results showed that sensory attributes such as visual, tactile, gustatory, and olfactory attributes positively influenced shoppers’ experiences in OMI, while the auditory attribute had no significant effect. Spatial, a structural attribute of OMI, positively influenced shoppers’ experiences, whereas autonomy and kinesthetics did not have a considerable effect. Tenant mix and entertainment positively impacted shoppers’ experiences in management, while accessibility had no significant effect. The study also found that shoppers’ experiences positively impacted mall loyalty, while hedonistic motivation had a more substantial effect than utilitarian motivation. This study is the first to examine the impact of OMI on shoppers’ experiences. It fills a gap in the literature on this relationship. It also examines the combined impact of management dimensions (accessibility, tenant mix, and entertainment) on the overall shopper’s experience, filling a gap in the Chinese shopping mall literature and extending the generalizability of the theory. The study further explores the relationship between shoppers’ experiences and mall loyalty and the moderating effect of incentive orientation. The results of this study have critical implications for mall managers. Strengthening the mental image and management dimensions of the shopping mall will enhance shoppers’ experiences and build loyalty, allowing brick-and-mortar malls to remain competitive and sustainable in today’s highly competitive and popular e-commerce environment. Full article