Section 1A- Annotated Bibliography
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Note-Taking Table- 1 Reference Details: Authors: Carlson, J., O’Cass, A. and Ahrholdt Year of Publication: 2015 Title of Journal Article title and name: Assessing customers’ perceived value of the online channel of multichannel retailers: A two country examination. Journal of Retailing and Consumer Services Volume and Issue Number: 27 Page Numbers: pp. 90-102 |
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Issue identified in this journal article is difficulty in assessing the client superficial value from the online presence by large number of multichannel retailers (Carlson, O’Cass and Ahrholdt 2015) |
This journal article consider as an essential source of reference as it discuss the customer perceived value and their preferences while purchasing products through online channels (Shukla 2014) |
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Significant quotes from the journal article examines the dimensionality of customer perceived value of the online channel of multi-channel retailers |
This journal article is interesting to study as examines the effect if client perceived worth on online channel happiness as well as devotion (Carlson, O’Cass and Ahrholdt 2015) |
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Significant quotes from the journal articles uses results from the research framework as the data taken from Australia (Carlson, O’Cass and Ahrholdt 2015) |
This journal article has several gap in the literature as it fails to identify the actual reasons behind customer change in preferences at the time of purchasing a products by using online medium channel (Carlson, O’Cass and Ahrholdt 2015) |
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Note-Taking Table- 2 Reference Details: Authors: Chiu, Wang, Fang and Huang Year of Publication: 2014 Title of Article title and name: Understanding customers’ repeat purchase intentions in B2C e?commerce: the roles of utilitarian value, hedonic value and perceived risk. Information Systems Journal Volume and Issue Number: 24 (1) Page Numbers: pp. 85-114 |
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Significant quotes from the above journal article is “Customer Loyalty or replicate purchasing plays major function for the endurance and accomplishment of any store” (Chiu, Wang, Fang and Huang 2014) |
This journal article is an important source of reference as it focus on online stores and investigates on repeat procure intention of knowledgeable online buyers based on the two theories named as means-end chain hypothesis and vision assumption (Rao et al. 2016) |
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Significant quotes from the article is use of research model as it include both utilitarian value as well as hedonic value that affect repeat purchase intention on positive ways (Chiu, Wang, Fang and Huang 2014) |
This journal article is interesting for study purpose because it links with the objectives of repeat purchase and how important it is for the retail store for getting the same customers one more time |
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Significant quotes from the article focus on understanding the perceived risk as it directly affect repeat purchase intention (Chiu, Wang, Fang and Huang 2014) |
There is gap in the literature review as the study fails in suggesting a particular model where it is confirmed to get repeat customers and they are satisfied at the same time (Chiu, Wang, Fang and Huang 2014) |
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Note-Taking Table- 3 Reference Details: Authors: Dai, Forsythe and Kwon Year of Publication: 2014 Title of Article and name: The impact of online shopping experience on risk perceptions and online purchase intentions: does product category matter?. Journal of Electronic Commerce Research Volume and Issue Number: 15 (1) Page Number: p.13 |
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Significant quotes from the journal article brings out the idea for the online retailers as they can enhance the association between risk perceptions as well as online procure intentions (Dai, Forsythe and Kwon 2014) |
The issue that is found in the research article are regarding the shoppers who are actually frustrated with the online shopping as there is lot of uncertainty involved (Nepomuceno, Laroche and Richard 2014) |
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Significant quotes from the journal articles explains the uncertainty that prevails in the minds of customers known as perceived risk (Dai, Forsythe and Kwon 2014) |
The journal article is interesting for evaluation purpose because it explains the decision-making criteria used by the online shoppers while purchasing a particular products and services (Dai, Forsythe and Kwon 2014) |
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Note-Taking Table -4 Reference Details: Authors: Jiang, L., Yang, Z. and Jun Year of Publication: 2013 Title of Article, name: Measuring consumer perceptions of online shopping convenience. Journal of Service Management Volume and Issue Number: 24 (2) Page Numbers: pp.191-214 |
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Significant quotes from the article identifies the key expediency scope of online shopping whereby the expediency has been one of the prime motivation that underlies customer inclinations for adopting online shopping (Jiang, Yang and Jun 2013) |
This journal article consider as an important source of reference as it discuss dimension of online shopping expediency (Chang and Tseng 2013) |
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Significant quotes from the article uncovers the key dimension of expediency as well as connected sub-dimensions that is detailed to online shopping (Jiang, Yang and Jun 2013) |
This journal article has a literature gap where managers face difficulty in relief of highly predictable online shopping services to clientele (Jiang, Yang and Jun 2013) |
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Note-Taking Table 5 Reference Details: Authors: Kacen, Hess and Chiang Year of Publication: 2013 Title of Article, name: Consumer attitudes toward traditional stores and online stores. Global Economics and Management Review Volume and Issue Number: 18 (1) Page Numbers: pp. 12-21 |
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Significant quotes from the journal article explains determination of consumer value and online stores that is compared to traditional stores in relative to E-commerce (Kacen, Hess and Chiang 2013) |
This journal article is important for evaluation purpose as it measures the consumer preferences as well as performance of online stores (Chakraborty et al. 2016) |
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Significant quotes from the journal article explains the benefits of online stores like brand or variety selection (Kacen, Hess and Chiang 2013) |
This journal article has gap in the present literature review as all manufactured goods category in examination of online stores are less satisfactory than conventional stores (Kacen, Hess and Chiang 2013) |
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Note-Taking Table 6 Reference Details: Author: Kursunluoglu Year of Publication: 2013 Title of Article, name: Shopping centre customer service: creating customer satisfaction and loyalty. Marketing Intelligence & Planning Volume and Issue Number: 32 (4) Page Numbers: pp. 528-548 |
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Significant quotes from the journal articles analyzes the customer service effects in creation of satisfaction as well as loyalty (Kursunluoglu 2013) |
This journal article is an important source for reference purpose as it clearly demonstrates on the customer service reflecting on perceived value (Kursunluoglu 2013) |
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Significant quotes from the journal articles that explains exploratory factor after classifying customer services items |
Perceived value and service quality are not analyzed in the research (Kursunluoglu 2013) |
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Note-Taking Table 7 Reference Details: Authors: Orel and Kara Year of Publication: 2014 Title of Article, name: Supermarket self-checkout service quality, customer satisfaction, and loyalty: Empirical evidence from an emerging market. Journal of Retailing and Consumer Services Volume and Issue Number: 21 (2) Page Numbers: pp. 118-129 |
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Significant quotes from the article explains how supermarket shoppers are encountering as well as use self-service technologies at the time of shopping process (Orel and Kara 2014) |
This journal article clearly defines how self-service technologies reduces the retailer cost as well as enhances the customer experience at the same time |
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Significant quotes from the article elucidates different self-service technologies that are extremely popular in and across the world (Orel and Kara 2014) |
This journal article is interesting to study as it offers self-service technologies such as cost-cutting, speed and convenience (Orel and Kara 2014) |
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Note-Taking Table 8 Reference Details: Author: Ramanathan, Ramanathan, Subramanian, Subramanian, Parrott and Parrott Year of Publication: 2017 Title of Article, name: Role of social media in retail network operations and marketing to enhance customer satisfaction. International Journal of Operations & Production Management Volume and Issue Number: 37 (1) Page Numbers- pp. 105-123 |
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Significant quotes from the article explains the realistic responsibility of a salesperson in social media who act as a optimistic influence in Business to Business sales background (Ramanathan et al. 2017) |
This journal article describes benefits of social media that affect the in sequence announcement as it encourages their receptiveness |
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Significant quotes from the article explains the social media that use affect client contentment and to the extent of information that is informational to the customers (Ramanathan et al. 2017) |
This journal article has a gap as it is requires time and effort to social media (Ramanathan et al. 2017) |
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Note-Taking Table 9 Reference Details: Author: Terblanche Year of Publication: 2013 Title of Article, name: Customer involvement, retail mix elements and customer loyalty in two diverse retail environments. In The Customer is NOT Always Right? Marketing Orientationsin a Dynamic Business World Volume and Issue Number: 39 (2) Page Numbers: pp. 795-804 |
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Significant quotes from the journal articles where customer loyalty remains as one of the major managerial issue in the recent times (Terblanche et al. 2013) |
This journal article looks into the problem as consumer demonstrates various levels of involvement at the time of purchasing decision-making process (Terblanche et al. 2013) |
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Significant quotes from the journal articles explains the in-store mix that is considered as essential drivers of loyalty |
This journal article address the involvement expectations of customers as well as enhances the customer loyalty (Terblanche et al. 2013) |
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Note-Taking Table 10 Reference Details: Authors: Wu, L.Y., Chen, K.Y., Chen, P.Y. and Cheng Year of Publication: 2014 Title of Article, name: Perceived value, transaction cost, and repurchase-intention in online shopping: A relational exchange perspective. Journal of Business Research Volume and Issue Number: 67 (1) Page Numbers: pp. 2768-2776 |
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Significant quotes from the articles explains the consumer irritation that means feelings of displeasure, infuriation as well as discomfort (Wu et al. 2014) |
This journal article is an important source of reference as the concept of consumer irritation is applied to online shopping contexts (Wu et al. 2014) |
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Significant quotes from the articles explains the website designs and comes under the determinants of perceived irritation (Wu et al. 2014) |
There is gap in the literature review as website design features that has negative effects on perceived irritation in the online shopping context |
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Note-Taking Table 11 Reference Details: Authors: Zakaria, Rahman Othman, Yunus, Dzulkipli and Osman Year of Publication: 2014 Title of Article, name: The relationship between loyalty program, customer satisfaction and customer loyalty in retail industry: A case study. Procedia-Social and Behavioral Sciences Volume and Issue Number: 129 Page Numbers: pp.23-30 |
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Significant quotes from the article as it explains the connection between the loyalty agenda, client satisfaction prevailing in the trade sector (Zakaria et al. 2014) |
This journal article describes the concept of customer satisfaction and customer loyalty |
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Significant quotes from the article explains the extent to which customer satisfaction links with other customers perceptions (Zakaria et al. 2014) |
This journal article is interesting to study as it help in help gaining understanding on the association between client satisfaction and loyalty contained by the retail sector (Zakaria et al. 2014) |
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Note-Taking Table 12 Reference Details: Authors: Kim, Lee and Park Year of Publication: 2014 Title of Article, name: Shopping value orientation: Conceptualization and measurement. Journal of Business Research, Volume and Issue Number: 78 (3) Volume and number: 67 (1) Page Numbers: pp. 2884-2890 |
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Significant quotes from the article as it explains the customer engagement as it comprises of features such as social enthusiasm, social interaction as well as conscious participation (Kim, Lee and Park 2014) |
This research article explains the customer engagement as it has direct as well as significant influence on stickiness (Kim, Lee and Park 2014) |
Carlson, J., O’Cass, A. and Ahrholdt, D., 2015. Assessing customers’ perceived value of the online channel of multichannel retailers: A two country examination. Journal of Retailing and Consumer Services, 27, pp.90-102.
The above journal article illustrates constant technological advancements that facilitate retailing in case of adopting online channel. The main aim of the research is to elucidate on client apparent worth of the online channel of multi-channel retailers as it uses conceptual as well as empirical elaboration (Carlson, O’Cass and Ahrholdt 2015). The main argument in the article is using data from the multi-country study as it requires proper understanding for multi-channel retailers for balancing the investments by using value drivers for enhancing online channel satisfaction and customer loyalty. The limitations to the study is due to the time constraint, there lacks depth knowledge on the customer perceived value as to how much extent multi-channel retailers gets benefits from sale (Carlson, O’Cass and Ahrholdt 2015).
Chiu, C.M., Wang, E.T., Fang, Y.H. and Huang, H.Y., 2014. Understanding customers’ repeat purchase intentions in B2C e?commerce: the roles of utilitarian value, hedonic value and perceived risk. Information Systems Journal, 24(1), pp.85-114.
The above journal article clearly explains the concept of customer loyalty or repeat purchasing as it is serious for the continued existence as well as achievement of any store. The aim of the research article investigates the repeat procure purpose of knowledgeable online buyers as it is based on means-end chain assumption as well as prospect assumption (Chiu et al. 2014). The significance of the study is explaining the hedonic values as hedonic benefits are identified from the previous research. The current segment explains both the serviceable worth as well as hedonic value as it directly connected with buyers repeat procure objective.
Dai, B., Forsythe, S. and Kwon, W.S., 2014. The impact of online shopping experience on risk perceptions and online purchase intentions: does product category matter?. Journal of Electronic Commerce Research, 15(1), p.13.
The main purpose of the article is to scrutinize the authority of online shopping experience in awareness of various risks in association with online shopping and how each of the type of danger influences online purchase intentions. In this study, conceptual representation are used as it illustrates the relations between online shopping knowledge perceptions of products, privacy risks and financial in association to online shopping (Dai, Forsythe and Kwon 2014). The limitations of the study are lack of in-depth analysis on theoretical managerial implications. The article highlights the online shopping experience that most of the customers feel risky as they cannot touch or feel the product that they have ordered by using online channel.
Section 1B- Literature Map
Jiang, L., Yang, Z. and Jun, M., 2013. Measuring consumer perceptions of online shopping convenience. Journal of Service Management, 24(2), pp.191-214.
The above journal article explains the measurement that has been undertaken for measuring the consumer perceptions as it is qualitative in nature. The main purpose of the research topic understands the online shopping convenience as customers does not move from their place and can evaluate with different products of their choice. The limitations for online shopping are that most the individuals do not have network accessibility (Jiang, Yang and Jun 2013). This research topic has been selected for final theme as it has the essential elements that help in appreciate the underlying factors that influence online shopping convenience in the most appropriate way.
Kacen, J.J., Hess, J.D. and Chiang, W.Y.K., 2013. Bricks or clicks? Consumer attitudes toward traditional stores and online stores. Global Economics and Management Review, 18(1), pp.12-21.
The above journal article explains the difference in opinion of customer who purchases products either from traditional stores or online stores. There is huge difference in attitude that prevails in the minds of customers. Consumers who adopt traditional store marketing feel that they can touch and feel the products and evaluate the products by visiting the stores. These consumers feel tensed while they purchase anything from online stores as they do not trust them on payment terms (Kacen, Hess and Chiang 2013). On the contrary, consumer who adopt online shopping feel excited as they save on time and can shop with a single click. There is even chance for exchanging the products if the product fails to meet the requirements as mentioned by the consumers.
Kim, Y.K., Lee, M.Y. and Park, S.H., 2014. Shopping value orientation: Conceptualization and measurement. Journal of Business Research, 67(1), pp.2884-2890.
The above journal article explains consumer display diversified shopping worth as it is highly aggressive trade environment in the most appropriate way. The main aim of the project is to entail investigation on numerous extent of consumer shopping worth direction as it determines in the given retail approach. In order to detain the varied aspects of customer shopping worth course, the study develops a complete dimension as it encompasses both benefit as well as cost components (Kim, Lee and Park 2014). It comprises the aspects such as utilitarian as well as hedonic aspects. This section employs an extensive literature review as it focus on conducting focus group as well as personal interviews.
Section 2- Short Literature Review
Kursunluoglu, E., 2014. Shopping centre customer service: creating customer satisfaction and loyalty. Marketing Intelligence & Planning, 32(4), pp.528-548.
The above journal article majorly analyzes the customer service that aims at creating customer satisfaction as well as loyalty. The aim of the research is to elucidate the perceived value as well as service quality. In this study, exploratory factor analysis has been conducted for classifying customer service items. The limitation of the study is lack of in-depth analysis because of time constraint as well as limited financial resources for using expensive tools and techniques (Kursunluoglu 2014).
Orel, F.D. and Kara, A., 2014. Supermarket self-checkout service quality, customer satisfaction, and loyalty: Empirical evidence from an emerging market. Journal of Retailing and Consumer Services, 21(2), pp.118-129.
The above journal article explains about the supermarket shoppers that encounters as well as use of self-service technologies at the time of shopping process. This reveals the fact when self-service technologies offers for reducing retailer costs as well as enhances the customer experience. Self-checkout systems have been tremendously accepted option for the supermarkets that are present in and across the world (Orel and Kara 2014).
Ramanathan, U., Ramanathan, U., Subramanian, N., Subramanian, N., Parrott, G. and Parrott, G., 2017. Role of social media in retail network operations and marketing to enhance customer satisfaction. International Journal of Operations & Production Management, 37(1), pp.105-123.
The technology evolution comes under the retail networks as it introduces unique business models for retaining the customers as well as gain competitive advantage. In other words, the research topic explains the customer reviews that are available in the social media needs for accounting in retail networks for designing the model with unique service operations. The main aim of the research is to elucidate marketing approaches as it will get better faithfulness by adding worth to the potential clientele (Ramanathan et al. 2017).
Terblanche, N.S., 2017. Customer involvement, retail mix elements and customer loyalty in two diverse retail environments. In The Customer is NOT Always Right? Marketing Orientationsin a Dynamic Business World (pp. 795-804). Springer, Cham.
Customer loyalty has always remained a managerial issue as it concern with the recent times. It has been noted that consumers majorly demonstrates various levels of involvement at the time of purchasing a products as it depends upon nature and features of the products and services (Terblanche 2017).
Wu, L.Y., Chen, K.Y., Chen, P.Y. and Cheng, S.L., 2014. Perceived value, transaction cost, and repurchase-intention in online shopping: A relational exchange perspective. Journal of Business Research, 67(1), pp.2768-2776.
Section 3- Research Question, Aim(s) and Objective
This study proposes a structure as it reveals the impact of both value-related as well as business for the cost-related factors depending upon the repurchase purpose from the online shoppers perceptive. In other words, the research topic defines the cost construction based on three-component such as ethical hazard cost, precise asset asset as well as information searching cost (Wu et al. 2014).
Zakaria, I., Rahman, B.A., Othman, A.K., Yunus, N.A.M., Dzulkipli, M.R. and Osman, M.A.F., 2014. The relationship between loyalty program, customer satisfaction and customer loyalty in retail industry: A case study. Procedia-Social and Behavioral Sciences, 129, pp.23-30.
Most of the business operations implement the loyalty programs for increasing the customer satisfaction after defect their competitors. In other words, the success of the program is not at all substantiated by any means. It conducts loyalty programs for the individuals who shop the products and service in a retail industry (Zakaria et al. 2014). The study explains the association between loyalty program, shopper satisfaction as well as shopper loyalty in the most appropriate way.
The research topic explains how it is important for measuring the customer perceptions regarding online expediency. The main reason of the research topic is to recognize the key expediency scope of online shopping whereby the expediency is considers as one of the major motivations that underlies client inclination for adopting online shopping. The method of approach used for the research is conducting in-depth focus group interviews with the online customers for identifying the attributes of online shopping convenience. It is then required to expand as well as authenticate an instrument that carries five dimensions for measuring the online convenience in way where it can analyze the data collection by web-based questionnaire survey. Practical implications that are used for research will be employing five-factor dimension tool that will assess the degree of client apparent online shopping expediency. The main aim of the study is to elucidate the measurement by which it will be easy to gather information on customer perceptions and how they react with online shopping.
The first key theme for the selected research topic is concerned with online shopping attributes as to how customers get preferred by different types of products that is made available through online medium. The theme is originated from the key words used in the research study that is the consumer behavior. It is difficult to assess the behavior of consumer as it frequently changes with current trends and lifestyles. In this way, it will be difficult as to what way consumer perceptions can be judged and evaluated so that there is no gap in the literature review.
The second theme can be the perception of the customer when they start purchasing any product from online as they has a sense of uncertainty of whether the desired product will reach to them within the stipulated time. Internet shopping and use of E-commerce medium has become a recent trend that is enjoyed by the individuals who have net accessibility. The majority of population has no accessibility to internet connection so reaching those people is next to impossible by any means. The study is limited to the extent where the target customer is the people who are internet savvy and risk taker at the same time (Wu 2013).
The above two key themes has been set for the project as it relates with other seminal that are selected in the previous annotated bibliography. Online retailers have the ability to employ five-factor dimension tool for assessing the extent of client perceived online shopping expediency. Addition to that, the instrument used will assist managers for identifying the key obstacles for release of highly suitable online shopping services to the clientele. This action will help in enlarging their loyal customer base. Online shopping are mostly likeable among the teenagers as they are internet savvy and love to shop online where they can evaluate from multiple options provided to them (Vinerean et al. 2013).
Conclusion
At the end, it is noted that the study focus on discovery the key scope of expediency as well as their associates in sub-dimensions in specific to the background of online shopping. There is gap present in the literature review as it is difficult for assessing the preference and perceived value that goes around in the minds of customers while making the shopping choices through online medium channel. The new research question will deal with the validated scale for measuring the web-based examines expediency so that it reduces the gap in the present study of research. It is thereby essential for serving as building blocks for additional studies in E-commerce with client association organization. The future scope of this research is to enhance the technology advancements so that more customers are ready for online shopping. It is noted that customers are afraid that whether the product selected or purchased will fit in their size, timely delivery and other cases as well. Though there are several benefits to online shopping as it provide convenience and individuals do not have to visit the stores and save up lot of time. This online shopping comes under impulsive buying pattern whereby individual purchase things that are not even required but get influenced by the presentation of the websites from where they are selecting products as well as services.
- What are the ways by which consumer perceptions can be measured on matters relating to online shopping convenience?
- What are the factors that affect the purchase behavior of consumer who adopts online shopping?
- What are the steps undertaken by consumers while adopting online shopping?
The aim of the study is to understand the level of perception when consumers adopt online shopping. Online shopping is convenient for the shoppers as they do not have to visit the store and they save up time for other activities (Jiang, Yang and Jun 2013). The overall intention of the project is to measure the consumer perceptions of online shopping convenience. The research has been conducted for highlighting the actual benefits that the customers will get while adopting online shopping. The study signifies that consumer perceptions changes with the passage of time as it depends upon current trends and preferences. The limitations for the research are that most of the customers do not have internet accessibility and they cannot make the online purchase by any means (Sinha and Singh 2014).
- To measure the consumer perceptions who adopt online shopping convenience (Jiang, Yang and Jun 2013)
- To bring out the factor that govern purchase behavior of consumer who adopts online shopping
- To highlight the steps adopted by consumers that makes them adopt online shopping convenience (Jiang, Yang and Jun 2013)
Reference List
Carlson, J., O’Cass, A. and Ahrholdt, D., 2015. Assessing customers’ perceived value of the online channel of multichannel retailers: A two country examination. Journal of Retailing and Consumer Services, 27, pp.90-102.
Chakraborty, R., Lee, J., Bagchi-Sen, S., Upadhyaya, S. and Rao, H.R., 2016. Online shopping intention in the context of data breach in online retail stores: An examination of older and younger adults. Decision Support Systems, 83, pp.47-56.
Chang, E.C. and Tseng, Y.F., 2013. Research note: E-store image, perceived value and perceived risk. Journal of Business Research, 66(7), pp.864-870.
Chiu, C.M., Wang, E.T., Fang, Y.H. and Huang, H.Y., 2014. Understanding customers’ repeat purchase intentions in B2C e?commerce: the roles of utilitarian value, hedonic value and perceived risk. Information Systems Journal, 24(1), pp.85-114.
Dai, B., Forsythe, S. and Kwon, W.S., 2014. The impact of online shopping experience on risk perceptions and online purchase intentions: does product category matter?. Journal of Electronic Commerce Research, 15(1), p.13.
Jiang, L., Yang, Z. and Jun, M., 2013. Measuring consumer perceptions of online shopping convenience. Journal of Service Management, 24(2), pp.191-214.
Kacen, J.J., Hess, J.D. and Chiang, W.Y.K., 2013. Bricks or clicks? Consumer attitudes toward traditional stores and online stores. Global Economics and Management Review, 18(1), pp.12-21.
Kim, Y.K., Lee, M.Y. and Park, S.H., 2014. Shopping value orientation: Conceptualization and measurement. Journal of Business Research, 67(1), pp.2884-2890.
Kursunluoglu, E., 2014. Shopping centre customer service: creating customer satisfaction and loyalty. Marketing Intelligence & Planning, 32(4), pp.528-548.
Nepomuceno, M.V., Laroche, M. and Richard, M.O., 2014. How to reduce perceived risk when buying online: The interactions between intangibility, product knowledge, brand familiarity, privacy and security concerns. Journal of Retailing and Consumer Services, 21(4), pp.619-629.
Orel, F.D. and Kara, A., 2014. Supermarket self-checkout service quality, customer satisfaction, and loyalty: Empirical evidence from an emerging market. Journal of Retailing and Consumer Services, 21(2), pp.118-129.
Ramanathan, U., Ramanathan, U., Subramanian, N., Subramanian, N., Parrott, G. and Parrott, G., 2017. Role of social media in retail network operations and marketing to enhance customer satisfaction. International Journal of Operations & Production Management, 37(1), pp.105-123.
Rao, K.R.M., Patro, C.S., Nkechi, E.E., Ewomaoghene, E.E., Egenti, N., Saha, P., Mukherjee, S., Das, T., Shaw, D., Saikia, A. and Balogun, O.E., 2016. A study on Consumer Perception towards E-Shopping. RAY: International Journal of Multidisciplinary Studies, 1(2), pp.26-35.
Shukla, P., 2014. The impact of organizational efforts on consumer concerns in an online context. Information & Management, 51(1), pp.113-119.
Sinha, P. and Singh, S., 2014. Product characteristics vis-à-vis consumers’ risk perception: a conceptual study of online shopping. IUP Journal of Marketing Management, 13(2), p.40.
Terblanche, N.S., 2017. Customer involvement, retail mix elements and customer loyalty in two diverse retail environments. In The Customer is NOT Always Right? Marketing Orientationsin a Dynamic Business World (pp. 795-804). Springer, Cham.
Vinerean, S., Cetina, I., Dumitrescu, L. and Tichindelean, M., 2013. The effects of social media marketing on online consumer behavior. International Journal of Business and Management, 8(14), p.66.
Wu, L., 2013. The antecedents of customer satisfaction and its link to complaint intentions in online shopping: An integration of justice, technology, and trust. International Journal of Information Management, 33(1), pp.166-176.
Wu, L.Y., Chen, K.Y., Chen, P.Y. and Cheng, S.L., 2014. Perceived value, transaction cost, and repurchase-intention in online shopping: A relational exchange perspective. Journal of Business Research, 67(1), pp.2768-2776.
Zakaria, I., Rahman, B.A., Othman, A.K., Yunus, N.A.M., Dzulkipli, M.R. and Osman, M.A.F., 2014. The relationship between loyalty program, customer satisfaction and customer loyalty in retail industry: A case study. Procedia-Social and Behavioral Sciences, 129, pp.23-30.
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