It aroused high public approvements that the key determinants of success or failure are not simply website presence and low price in the current businesses war. The most experience and achievement using e-commerce are being to realize it turns to the electronic service quality(Yang, 2001; Zeithaml, 2002). Santos (2003) explained electronic service quality(e-service quality) as overall consumer evaluation and assessment of e-service delivery in the emerging virtual market place. In the past twenty years, the several studies found that service quality influences consumption decisions. However, it did not have too much research applied to e-commerce. (Yang and Jun, 2002; Wolfinbarger and Gilly, 2003). Compared with traditional store, online …show more content…
They pointed out the Internet 's incapacity to make shoppers sense their clothing. Thus, tons of elements involved in designing a website such as background colors, fonts, images, logos, order forms and shopping procedures become more vital issue they care about to reinforce enhanced consumer experiences. They are derived not only by cognitive knowledge, but also by a hedonic Internet interaction and service experience within purchasing online(Harrison-Walker, 2002; Srinivasan et al., 2002). Especially for sensory products such as garment and jewelry, which are experienced via human five senses, such as touch, sight, smell. Although the company webpage has video or picture-capacities, buyers lack the ability to examine apparel and jewelry before delivered to them. Online retailers of apparel websites have attempted to utilize on the advanced unique online shopping atmosphere using 3D Flash sites, electronic dressing rooms to attract prospects (Stockport et al., …show more content…
selling some fashion products like apparel and jewelry is not easy as books and computer software (PwC,2011). eMarketer reported that 66 percent of respondents prefer try on and touch the clothing in store before when they decided to purchase. While Internet Retailer(2005) pointed out it is key challenge and opportunity for online sales that e-retailers and website editors have to tackle this issue to try to make the online shopping environment closer the retailing store. Especially for merchandise like clothing that need to touch assessment, customer’s attitudes toward garment sold online tend to be more negative compared to their attitudes toward product such as books and computer software that do not require sensory
Zeithaml, Valarie A, Berry, Leonard L, & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31. Retrieved April 1, 2011, from ABI/INFORM Global. (Document ID: 9401886).
Many companies have benefited from improvements of quality and service both internal and external aspect in global market which performance in company revenues increasing, higher margins, cost reduction, reputation of the company enhancement and some other positive effects on social or public perception. However, quality is an item that has visible and invisible inherent characteristics which can satisfy customers’ requirements (Dale, 2003). Therefore, quality of product is fundamental to firms, customer satisfaction will affect the profit of companies directly and quality improvement strategy is an effective approach to get financial return. In addition, as another form of definition of quality to exist, service for customers also an important reason for firms’ financial benefits. Using quality service to make customers feel more satisfied or resolve their problems to change dissatisfied emotion usually increase their loyalty (Dale, 2003). As a result, the problem of product often can be made up by quality service even brings new customers. In others words, it can not only avoid the loss, but also get more benefits to some extent.
Due to making an important buying decision, rather than ordering online which may result to dissatisfaction if the product does not seem like what it is whilst viewing images, I moved away from Asos (online) to purchase the product in-store. Nowlis and McCabe (2001) argued, ‘consumers prefer to experience personally what they call “material properties” rather than have them verbally described’. I feel as though, with many disappointments from Asos where I have numerously returned many items back, avoiding this I decided to go in-store would be a better alternative for me. But, it does not mean online shopping is not popular.
By analyzing the collapse of a large number of e-commerce websites, the author indicates that understanding e-commerce and ICT is very important. The internet is a useful tool to improve productivity, customer service and expand into global markets. However, some businesses are building unprofitable sites due to misuse and misapplication. They are not listening, responding immediately to their customers or don’t know how to use information and telecommunication technology to change customers and buyers psychology. Therefore, customers either renounce or change to use a few giant sites (McCue, 2006, p. 3).
Schefter and Reichheld (2000) define e-loyalty being all about quality customer support, on-time delivery, compelling product presentations, convenient and reasonably priced shipping and handling, and clear and trustworthy privacy policies (Shankar et al., 2001) while Srinivasan (2002) defines e-loyalty as a customer’s favorable attitude toward the e-retailer that results in repeat buying behaviour (Srinivasan et al., 2002).
E-retailing presents a new way to shop. The store is open 24 hours a day. With a few clicks of the mouse, consumers can compare prices easily. The key rule for purchasing online is the same as for traditional purchases. That is, the best consumer is the best-informed consumer.
The five dimensions of the SERVQUAL model in the evaluation of service quality was tasted by many researchers in order to prove the model’s validity. To begin with, Zeithaml et al (2006), claimed that, “service quality is a focused evaluation that reflects the customer’s perception of reliability, assurance, responsiveness, empathy, and tangibles”. Additionally, they pointed out that among the five dimensions, “reliability” it has been reported to be one of the most important factors.
The article on "Major challenges faced by retail stores" reports on how ecommerce is growing rapidly and is more preferred than retail stores nowadays. In order to attract customers, retail stores need to create new multi-sensory experiences such as workshops and other activities that give customers a hands-on experience. Retail stores should collaborate with startups that analyze customers' journeys and shopping habits. Besides, they should provide barrier-free and streamlined shopping experiences to customers. Pop-up stores can showcase new or extraordinary products in physical shops, thus creating buzz and encouraging more sales. With the help of technology, stores should unify brand experiences and multiply touchpoints with consumers.
... other factors will be seen on the evidence. Even those people who purchase product online still gather information as many as they can in order to be convinced to purchase the product since every consumer has different criteria on the things that he or she needed to purchase and the quality is always present. This only provide us that even through online, the quality of a product should still be measured and should still be in accordance with the needs of the consumer. But it can’t still denied that those target who can’t find their time to go to the mall to buy the things they needed, would prefer to go online shopping. Online shopping is a great help for those people who can’t find time to go to the mall to buy the things they need when it’s available online, so customers get satisfied on what they get including the quality (Chung-Hoon Park, et. al.2003). (96%)
Shop Online or At the Malls? Radiation, sore eyes, fatigue carpal tunnel syndrome and characteristics of a hermit. These are the common “sickness” people get when working with computers too long. Shopping is one of the largest industries in the world. For the people who decide to shop on the Internet, have to face many disadvantages. Many people prefer to shop in malls because they are able to see and feel the texture of the things that they want before they purchase it. Usually when purchasing a product online through the net, people do not know what they are really getting. Maybe the picture or the way the product is described on the Internet could be imprecise and incorrect. When shopping at the malls, consumers are able to interact with sales people and be able to get the highest quality of service. Technology may be an essential part of our lives, but it will never take over our daily lives. Computers are a valuable source of technology to humans these days. Everyday people use these machines to do their work, but when it comes down to shopping, it is a different experience. Shopping on the Internet may seem like an easy way out from the traffic and the crowded malls, but nothing can beat the hands on experience of shopping. Shopping in malls gives the consumers the chance of using their four out of five senses: to look, feel, smell and hear. The consumers are able to look at every little detail there is on the product they want before purchasing it. Where as, when using the Internet the consumer is only able to see a small picture of what they want without any details. Also the consumer can feel the quality of their product that they are purchasing. On the Internet, it is impossible to feel anything, but ones own computer.
As pointed out by Singh (2006), customer satisfaction is important because, “satisfaction influences repurchase intentions whereas dissatisfaction has been seen as a primary reason for customer defection or discontinuation of purchase”.
In the past few years, the world of online shopping and retail has seen monumental progress. 81% of internet users shop online or browse through to research products online before they buy them. In the world of “Click to Buy”, consumers
Like I mentioned before, the clothing industry is the hardest industry to create an impressionable online experience. When consumers are shopping for clothes, they want to see them in person, touch them, feel them, and try them on. Since this is clearly impossible through a computer screen, customers will order products and decide they do not like them or they do not fit, then send them back. Studies show that “Retailers lose 25% of their business in garment returns – and that for every 100 purchases, a retailer incurs around 161 shipments” (Smith, 2013). On the other side of things, consumers are suffering from low quality clothing because of fast fashion. Consumers are demanding new trends and lower prices, forcing manufacturers to create merchandise as fast as possible with cheap fabrics. This, in turn, is affecting the craftsmanship and uphold of the material as we discussed in class. “If only a small investment of time and money was made in an item 's purchase, its owner is unlikely to feel much remorse when it soon gets shoved to the back of a closet, donated to a thrift store or thrown away,” says Kelsey Dallas (Dallas,
MASSAD, N., HECKMAN, R. & CROWSTON, K. 2006. Customer Satisfaction with Electronic Service Encounters. International Journal of Electronic Commerce, 10, 73-104.
Consequently, e-business and especially online shopping is crucial for retail stores. They should provide necessary infrastructure for selling their products online. By taking advantage of e-business not only they can get competitive advantage of online shopping, but the...