Title: Impact of product types and shopping incidence on perceptions of customer's e-tailing quality

Authors: Sandeep Singh Chib; Veer. P. Gangwar

Addresses: University School of Business (USB), Chandigarh University, Punjab, India ' Mittal School of Business, Lovely Professional University, Phagwara, India

Abstract: In this research, we have attempted to evaluate the perception of customers involved in online purchase of products towards quality of the purchase. In order to know the relationships between rate of purchase, type of product purchased and quality perceived by the customer pertaining to the retailer selling the product online, the researchers have taken into account four stages, which every customer has to experience while doing online shopping. During statistical analysis, which includes factor analysis, ANOVA, descriptive analysis, Chi-square test and t-test, the following dimensions emerged that had maximum effect on quality: dependability, convenience, ordering services, accessibility, product satisfaction, assurance, and trustworthiness. Researchers found that customers who were more frequent in online shopping process remained more inclined towards reliability and product satisfaction as compared to less frequent customers. Those customers who order experience products, for them value process for ordering product as well as product satisfaction is of paramount import.

Keywords: product types; shopping incidence; perceptions; e-tailing quality; online purchase.

DOI: 10.1504/IJBG.2024.137398

International Journal of Business and Globalisation, 2024 Vol.36 No.2/3, pp.294 - 309

Received: 02 Apr 2020
Accepted: 18 Aug 2020
Published online: 18 Mar 2024 *

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