The numbers of social network users are boomingas a result of increased Internet access and smartphone accessibility. Facebook in particular is considered one of the most important social networks in Egypt, where there is a noticeable increase in the preferences to shop on Facebook. This paper examines the service quality dimensions that influence customers’ satisfaction and their purchase intention in the context of B2C social commerce through Facebook. The proposed model includes eight dimensions: usability, reliability, responsiveness, empathy, courtesy, trust, price, and security. The results revealed all dimensions had a positive effect on overall service quality variable which in turn positively influenced the user satisfaction which affects the purchase intentions of customers.
The Quality of Mobile Shopping System and its Impact on Purchase Intention an...IJMIT JOURNAL
The document discusses a study that examines the relationships between the quality of mobile shopping (m-shopping) systems, purchase intention, and organizational performance. The study adapted an information systems success model and surveyed 217 marketers in Taiwan. The results showed that m-shopping system quality positively influences purchase intention, and purchase intention positively influences organizational performance. This indicates that improving m-shopping system quality can increase purchase intention and organizational performance.
THE QUALITY OF MOBILE SHOPPING SYSTEM AND ITS IMPACT ON PURCHASE INTENTION AN...IJMIT JOURNAL
Measuring the quality of mobile shopping (m-shopping) system provides retailers with a greater
understanding of what improvements need to be made along the way to increase purchase intention and
organizational performance. M-shopping is an alternative sales channel available to optimize marketing
investments as it can be tailored to customer’s purchase intention and ultimately to drive sales. This study
intends to explore the relationships between the m-shopping system quality, purchase intention, and
organizational performance based on the extended IS success model. This research model surveyed 217
marketers in Taiwan to measure their perception of m-shopping quality. The results suggest that mshopping
system quality (system, information, and service quality) has a significant effect on purchase
intention. This study also confirms that purchase intention has a significant effect on organizational
performance. The findings contributed to improved understanding of the practical applications of mshopping
systems. The practical implication of the findings and directions for future research was
discussed..
The effects of the online customer experience on customer loyalty in e-retailersIJAEMSJORNAL
The modern world has seen significant growth in the e-commerce industry in terms of volume and acceptance among customers. E-commerce has changed the behavior of shoppers depending on various factors such as easy accessibility and availability of a wider range of products and services. Now, customer retention has become a challenge for any company because there is so much competition. This article seeks to further understand the online customer experience and examine the customer experience in online sales and its impact on customer loyalty. However, empirical research on online customer experience and loyalty is scarce. The aims of this study are unique to two cases. The first is to examine the effect of online customer experience on customer responses to e-commerce retailer Digikala in Iran, given that two dimensions of online customer experience including empirical and emotional states are considered as customer experience evaluation tools. Each of these two dimensions is about explaining customer loyalty. Customer Experience is a new field of competition for brands to create an effective customer experience. This is the key to distinguishing brand names from one another, and lacking appropriate solutions for managing the customer experience will affect all aspects of the business, given the importance of the online customer experience in loyalty and maintaining a competitive advantage. Research is important and can have beneficial implications for entrepreneurship and formulating organizational strategies.
EXPLORING FACTORS INFLUENCING THE ADOPTION OF ONLINE SHOPPING WITH SAUDI ESHO...ijcsit
Information and communication technology (ICT) is currently the key enabler of most fields and sectors. It contributed to improving the field of commerce by advent, the concept of electronic commerce. The advent of e-commerce contributed to improving the commerce field by enabling customers to conduct their entire business transaction via the internet. Accordingly, e-commerce has become an indicator of the economic growth sought by countries in this digital age. One of the common forms of B2C e-commerce is online shopping in which the customer deals with a website and gets a full shopping experience online. The online shopping environment in Saudi Arabia is expected to grow as a result of the development of ICT, the spread of the Internet, the large proportion of the youth population and the rapid trend of online markets around the world, and in Saudi Arabia in particular. However, it is still immature, and the adoption of online shopping with Saudi e-shops in specific is less than expected. Therefore, this study seeks to explore the factors influencing the adoption of online shopping by females with Saudi e-shops. This study adopted a qualitative methodology, as data were collected by conducting thirty semi-structured interviews with Saudi females and analyzed through applying Thematic Analysis (TA) method using a software tool (NVivo). As a result, the study reported thirteen factors influencing Saudi females to adopt online shopping with Saudi eshops. Those factors were classified under six main themes: products-related factors, logistics-related factors, customer service-related factors, payment-related factors, technology-related factors, and culturerelated factors. Based on the study’s findings, the researcher reported the study contributions and future research recommendations in conclusion.
Factors Affecting the Acceptance & Adoption of M-Commerce in PakistanSarmad Agha
The document discusses factors affecting the acceptance and adoption of mobile commerce (m-commerce) in Pakistan. It begins with introducing m-commerce and its significance in Pakistan's growing mobile market. The study aims to identify user beliefs about m-commerce and determine how privacy, cost and other factors influence willingness to use m-commerce. A conceptual framework and literature review on m-commerce services, adoption factors like perceived usefulness, ease of use, trust and cost are provided. The methodology section outlines the survey approach used to collect 240 responses from Lahore to analyze relationships between factors and attitudes toward m-commerce adoption in Pakistan. Preliminary results on response rates, reliability analysis, and confirmatory factor analysis of the measurement model are also presented
This document discusses trends in digital lifestyles among Chinese consumers. Some key points:
- 650 million Chinese are mobile internet users who spend on average 1,388 MB per month on WiFi and use apps like WeChat, mobile games, online shopping platforms and more.
- Chinese consumers have complex digital consumption patterns and switch between products and services frequently, creating a "switching economy." They demand high quality over price.
- Low to mid-range smart devices are driving growth, as most Chinese brands offer phones around 1,000 yuan compared to mainstream global brands averaging 2,000 yuan.
- Chinese consumers use multiple devices like phones, tablets and TVs simultaneously, and expect more interactive functions
Factors Affecting the Acceptance & Adoption of M-Commerce in PakistanSarmad Agha
This document discusses factors affecting the acceptance and adoption of mobile commerce (m-commerce) in Pakistan. It begins with an introduction that provides background on m-commerce and its growth. It then reviews relevant literature on m-commerce services and factors that influence behavioral intention to adopt m-commerce, such as perceived usefulness, ease of use, trust/privacy, and cost. The document describes the study's methodology, analysis of data collected, and discusses key findings. It concludes by providing recommendations for future research on m-commerce adoption in Pakistan.
The Quality of Mobile Shopping System and its Impact on Purchase Intention an...IJMIT JOURNAL
The document discusses a study that examines the relationships between the quality of mobile shopping (m-shopping) systems, purchase intention, and organizational performance. The study adapted an information systems success model and surveyed 217 marketers in Taiwan. The results showed that m-shopping system quality positively influences purchase intention, and purchase intention positively influences organizational performance. This indicates that improving m-shopping system quality can increase purchase intention and organizational performance.
THE QUALITY OF MOBILE SHOPPING SYSTEM AND ITS IMPACT ON PURCHASE INTENTION AN...IJMIT JOURNAL
Measuring the quality of mobile shopping (m-shopping) system provides retailers with a greater
understanding of what improvements need to be made along the way to increase purchase intention and
organizational performance. M-shopping is an alternative sales channel available to optimize marketing
investments as it can be tailored to customer’s purchase intention and ultimately to drive sales. This study
intends to explore the relationships between the m-shopping system quality, purchase intention, and
organizational performance based on the extended IS success model. This research model surveyed 217
marketers in Taiwan to measure their perception of m-shopping quality. The results suggest that mshopping
system quality (system, information, and service quality) has a significant effect on purchase
intention. This study also confirms that purchase intention has a significant effect on organizational
performance. The findings contributed to improved understanding of the practical applications of mshopping
systems. The practical implication of the findings and directions for future research was
discussed..
The effects of the online customer experience on customer loyalty in e-retailersIJAEMSJORNAL
The modern world has seen significant growth in the e-commerce industry in terms of volume and acceptance among customers. E-commerce has changed the behavior of shoppers depending on various factors such as easy accessibility and availability of a wider range of products and services. Now, customer retention has become a challenge for any company because there is so much competition. This article seeks to further understand the online customer experience and examine the customer experience in online sales and its impact on customer loyalty. However, empirical research on online customer experience and loyalty is scarce. The aims of this study are unique to two cases. The first is to examine the effect of online customer experience on customer responses to e-commerce retailer Digikala in Iran, given that two dimensions of online customer experience including empirical and emotional states are considered as customer experience evaluation tools. Each of these two dimensions is about explaining customer loyalty. Customer Experience is a new field of competition for brands to create an effective customer experience. This is the key to distinguishing brand names from one another, and lacking appropriate solutions for managing the customer experience will affect all aspects of the business, given the importance of the online customer experience in loyalty and maintaining a competitive advantage. Research is important and can have beneficial implications for entrepreneurship and formulating organizational strategies.
EXPLORING FACTORS INFLUENCING THE ADOPTION OF ONLINE SHOPPING WITH SAUDI ESHO...ijcsit
Information and communication technology (ICT) is currently the key enabler of most fields and sectors. It contributed to improving the field of commerce by advent, the concept of electronic commerce. The advent of e-commerce contributed to improving the commerce field by enabling customers to conduct their entire business transaction via the internet. Accordingly, e-commerce has become an indicator of the economic growth sought by countries in this digital age. One of the common forms of B2C e-commerce is online shopping in which the customer deals with a website and gets a full shopping experience online. The online shopping environment in Saudi Arabia is expected to grow as a result of the development of ICT, the spread of the Internet, the large proportion of the youth population and the rapid trend of online markets around the world, and in Saudi Arabia in particular. However, it is still immature, and the adoption of online shopping with Saudi e-shops in specific is less than expected. Therefore, this study seeks to explore the factors influencing the adoption of online shopping by females with Saudi e-shops. This study adopted a qualitative methodology, as data were collected by conducting thirty semi-structured interviews with Saudi females and analyzed through applying Thematic Analysis (TA) method using a software tool (NVivo). As a result, the study reported thirteen factors influencing Saudi females to adopt online shopping with Saudi eshops. Those factors were classified under six main themes: products-related factors, logistics-related factors, customer service-related factors, payment-related factors, technology-related factors, and culturerelated factors. Based on the study’s findings, the researcher reported the study contributions and future research recommendations in conclusion.
Factors Affecting the Acceptance & Adoption of M-Commerce in PakistanSarmad Agha
The document discusses factors affecting the acceptance and adoption of mobile commerce (m-commerce) in Pakistan. It begins with introducing m-commerce and its significance in Pakistan's growing mobile market. The study aims to identify user beliefs about m-commerce and determine how privacy, cost and other factors influence willingness to use m-commerce. A conceptual framework and literature review on m-commerce services, adoption factors like perceived usefulness, ease of use, trust and cost are provided. The methodology section outlines the survey approach used to collect 240 responses from Lahore to analyze relationships between factors and attitudes toward m-commerce adoption in Pakistan. Preliminary results on response rates, reliability analysis, and confirmatory factor analysis of the measurement model are also presented
This document discusses trends in digital lifestyles among Chinese consumers. Some key points:
- 650 million Chinese are mobile internet users who spend on average 1,388 MB per month on WiFi and use apps like WeChat, mobile games, online shopping platforms and more.
- Chinese consumers have complex digital consumption patterns and switch between products and services frequently, creating a "switching economy." They demand high quality over price.
- Low to mid-range smart devices are driving growth, as most Chinese brands offer phones around 1,000 yuan compared to mainstream global brands averaging 2,000 yuan.
- Chinese consumers use multiple devices like phones, tablets and TVs simultaneously, and expect more interactive functions
Factors Affecting the Acceptance & Adoption of M-Commerce in PakistanSarmad Agha
This document discusses factors affecting the acceptance and adoption of mobile commerce (m-commerce) in Pakistan. It begins with an introduction that provides background on m-commerce and its growth. It then reviews relevant literature on m-commerce services and factors that influence behavioral intention to adopt m-commerce, such as perceived usefulness, ease of use, trust/privacy, and cost. The document describes the study's methodology, analysis of data collected, and discusses key findings. It concludes by providing recommendations for future research on m-commerce adoption in Pakistan.
A study of how application usage can help increase consumer satisfaction for ...Abeer Raza
This study uses regression analysis to determine the effects of mobile applications on consumer satisfaction. The paper focuses on the impact of mobile application usage on consumer behavior with regards to consumer engagement and brand loyalty. The author also looks into understanding the different factors within a mobile app that increases consumer satisfaction. This approach helps identify not just the factors themselves and their benefits but also their contribution in cultivating a long-term relationship between consumers and businesses.
Consumer buying behaviour towards Online Retail: Flipkart v AmazonJubin James
This document is a project report by Jubin Jose James submitted to the New Delhi Institute of Management in partial fulfillment of a Post Graduate Diploma in Management. The report studies consumer buying behavior towards online retail marketers. It includes an introduction to the online retail industry in India, a literature review, research methodology, data analysis, findings, suggestions and conclusions. It also acknowledges the guidance of Ms. Ritu Talwar and includes a certificate, declaration, contents page and bibliography.
The internet is being developed rapidly since last two decades, and with relevant digital economy that is driven by information technology also being developed worldwide. After a long term development of internet, which rapidly increased web users and highly speed internet connection, and some new technology also have been developed and used for web developing, those lead to firms can promote and enhance images of product and services through web site. Therefore, detailed product information and improved service attracts more and more people changed their consumer behaviour from the traditional mode to more rely on the internet shopping. On the other hand, more companies have realized that the consumer behaviour transformation is unavoidable trend, and thus change their marketing strategy. As the recent researches have indicated that, the internet shopping particularly in business to consumer (B2C) has risen and online shopping become more popular to many people. According to the report, The Emerging Digital Economy II, published by the US Department of Commerce, in some companies, the weight of e-commerce in total sales is quite high. For instance, the Dell computer company have reached 18 million dollars sales through the internet during the first quarter of 1999. As a result, about 30% of its 5.5 billion dollars total sales were achieved through the internet (Moon, 2004). Therefore, to understand internet shopping and its impact on consumer behaviour could help companies making use of it as a form of doing e-business.
There are many reasons for such a rapid developing of internet shopping, which mainly due to the benefits that internet provides. First of all, the internet offers different kind of convenience to consumers. Obviously, consumers do not need go out looking for product information as the internet can help them to search from online sites, and it also helps evaluate between each sites to get the cheapest price for purchase. Furthermore, the internet can enhance consumer use product more efficiently and effectively than other channels to satisfy their needs. Through the different search engines, consumers save time to access to the consumption related information, and which information with mixture of images, sound, and very detailed text description to help consumer learning and choosing the most suitable product (Moon, 2004). However, internet shopping has potential risks for the customers, such as payment safety, and after service. Due to the internet technology developed, internet payment recently becomes prevalent way for purchasing goods from the internet. Internet payment increase consumptive efficiency, at the same time, as its virtual property reduced internet security. After service is another way to stop customer shopping online. It is not like traditional retail, customer has risk that some after service should face to face serve, and especially in some complicated goods.
In this presentation we will discuss the importance of internet marketing, How internet related to business, and many more interesting topic related to internet.
The Effectiveness of the Online Shopping for the CustomerIRJET Journal
This document discusses an online t-shirt business called Premium Design T-shirt that allows customers to design their own t-shirts online. It aims to serve adults, teenagers, and poor people. The business uses an online platform to expand its retail operations and satisfy customers. It focuses on designing t-shirts based on customer designs. The business aims to make customers satisfied with their choices and designs. It discusses the business model, value propositions for different customer segments, environmental factors, and proposes online shopping as a solution to issues with traditional shopping. Future directions discussed include improving mobile apps, delivery services, and focusing on the consumer experience.
The growing use of Internet in India provides varied opportunities for online shopping from both customer and seller perspective. If Electronic marketers (E-Marketers) know the factors affecting online Indian behavior, the relationships between these factors and the type of online buyers, they can further develop their marketing strategies to convert potential buyers into active buyerswhile retainingits original customer base. This study focuses on the factors which online buyers takes into consideration while shopping online. This research will help in finding the impact of e-market on customers’ purchasing patterns and how their security and privacy concerns about online marketinginfluences their online buying behavior. The study will further encompass the various important inputs which will equip the marketers for creating online marketing more lucrative and assured by adding value to the existing services.
Impact of M-Commerce Technologies on Developing Countriesijtsrd
M commerce is defined as any transaction with monetary value that is conducted via a mobile telecommunication network. M commerce like E commerce can be B2B business to business , P2P person to person or B2C business to customer oriented. The framework divides into couple sub areas based on user's distribution criterion. Mobile E commerce addresses electronic commerce via mobile devices, where the consumer is not in physical or eye contact with the goods that are being purchased. On the contrary in M trade the consumer has eye contact with offered products and services. In both case the payment procedure is executed via the mobile network. Prof. Rekha D. M | Divya. L "Impact of M-Commerce Technologies on Developing Countries" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-4 | Issue-1 , December 2019, URL: https://www.ijtsrd.com/papers/ijtsrd29410.pdfPaper URL: https://www.ijtsrd.com/computer-science/computer-network/29410/impact-of-m-commerce-technologies-on-developing-countries/prof-rekha-d-m
The development of digital marketing is inseparable from technology developmentrajjo224
Digital marketing has evolved significantly since the first email was sent in 1971. In the 1990s, terms like "digital marketing" and "e-commerce" emerged as the Internet became more widely used and companies were able to collect large amounts of customer data online. This allowed for more personalized advertising. In the 2000s, the growth of social media and mobile devices changed customer expectations and behaviors, requiring companies to adopt omnichannel marketing strategies to provide seamless customer experiences across channels. Today, digital marketing incorporates online, social, and mobile channels and enables two-way communication between brands and customers.
Factors Influencing the E-Shoppers Perception towards E-Shopping (A Study wit...Dr. Amarjeet Singh
Purpose: The study focuses on identifying and exploring the various factors influencing the e-shoppers perception towards e-shopping.
Design / methodology / approach: A research model is developed based on the literature. For the purpose of study data collected from 100 e-shoppers belonged to Wardha City of Maharashtra. By using in structured questionnaire, descriptive statistical measure like mean has been used for analyzing the data.
Findings: The results reveal that the seven key factors like convenience, time saving, home delivery, price advantage, more choice, reliability and security significantly influenced the e-shoppers perception on e-shopping.
Contribution of the study: The result of this study provides a valuable reference to the e-marketers to understand the factors influencing e-shoppers perception. They can further sharpen their marketing strategies to attract and retain their customers.
Study on Consumer Behavior Towards Online Purchase of Smartphones in Delhi-NCRVipul Dinodia
This document is a final project report submitted by Vipul Dinodia to the New Delhi Institute of Management in partial fulfillment of a post-graduate diploma in management with a specialization in marketing and digital marketing. The report studies consumer behavior towards online purchases of smartphones in Delhi-NCR. It provides an overview of the growing Indian e-commerce industry and models of consumer behavior. It then describes the research methodology, presents findings from a survey of 100 consumers, and analyzes the factors influencing online smartphone purchases and barriers faced by consumers. The report aims to help marketers better understand online shopping behaviors.
This document discusses marketing and advertising in e-commerce. It covers several topics including consumer behavior online, the consumer purchasing decision process, loyalty and trust in e-commerce, market segmentation, personalization, market research methods, web advertising, online advertising methods, and mobile marketing. The key objectives are to understand how to influence consumers online and analyze consumer behavior to create personalized marketing strategies and services.
DEVELOPING THE E-COMMERCE MODEL A CONSUMER TO CONSUMER USING BLOCKCHAIN NETWO...IJMIT JOURNAL
E-commerce has increased recently because of the development of the internet and has become a new concept that is applicable to trade transaction and services providing, using information technology. This is known as e-commerce thatis a means of communicating information،products or services through technical tools. This research proposed model is able to take advantage of Blockchain technology to develop e-commerce especially consumer toconsumer. The proposed model adds some advantages to ecommerce operations, and the possibility of developing them to reach a high percentage of profits by using blockchain technology which led to verify the information of products offered for sale. In addition, to the possibility of distributing feedback to all Blockchain users, through which it develops the mechanism of trust and cooperation between consumers, it is considered a reference point to explore the behaviour of commercial consumers which is stored in the data file of consumers. This model facilitates business processes between consumer andconsumer, eliminates the central role of large business companies in controlling and setting restrictions, and to the development and expansion of this type of trade
The study examined the effects of digital marketing on consumer behaviour in selected states in
Nigeria. The sample for the study is made up of 378 purposively selected consumers and marketers in the study.
The data for the study was obtained using a structured questionnaire. Inferential statistics such as multiple
regression among others
The document summarizes a case study on online shopping in Malaysia. It discusses the significance of understanding consumer attitudes and behaviors towards online shopping. It describes the methodology used, which was a questionnaire, and outlines the findings regarding consumer demographics, internet usage, attitudes towards online shopping, vendor characteristics, and website quality. Statistical analysis was conducted to analyze the data and test hypotheses.
Mobile and Alternative Payments in the U.S., 3rd EditionReportsnReports
- The report provides 166 pages of analysis on the mobile payments industry in the US, with market sizing and forecasts through 2016 and evaluations of strategies by major players.
- It covers topics like mobile wallet solutions, payment methods, trends in mobile banking and payments, consumer surveys on usage, and more.
- The report is available for $3,995 for a single user license and the table of contents indicates it provides an in-depth look at the industry with 10 chapters.
Challenges faced by E-commerce industry in indiaaryan bhat
The document discusses e-commerce and e-business models in India. It begins with definitions of e-commerce and e-business, noting that e-commerce involves online shopping while e-business also includes other online business activities. It then describes various business models for e-commerce like B2B, B2C, C2C etc. The document highlights India's growing e-commerce sector, with online shopping expected to reach $200 billion by 2026. It notes challenges facing e-commerce in India like infrastructure issues but also the opportunities presented by a large internet and smartphone using population.
Information and communication technology (ICT) is currently the key enabler of most fields and sectors. It contributed to improving the field of commerce by advent, the concept of electronic commerce. The advent of e-commerce contributed to improving the commerce field by enabling customers to conduct their entire business transaction via the internet. Accordingly, e-commerce has become an indicator of the economic growth sought by countries in this digital age. One of the common forms of B2C e-commerce is online shopping in which the customer deals with a website and gets a full shopping experience online. The online shopping environment in Saudi Arabia is expected to grow as a result of the development of ICT, the spread of the Internet, the large proportion of the youth population and the rapid trend of online markets around the world, and in Saudi Arabia in particular. However, it is still immature, and the adoption of online shopping with Saudi e-shops in specific is less than expected. Therefore, this study seeks to explore the factors influencing the adoption of online shopping by females with Saudi e-shops. This study adopted a qualitative methodology, as data were collected by conducting thirty semi-structured interviews with Saudi females and analyzed through applying Thematic Analysis (TA) method using a software tool (NVivo). As a result, the study reported thirteen factors influencing Saudi females to adopt online shopping with Saudi eshops. Those factors were classified under six main themes: products-related factors, logistics-related factors, customer service-related factors, payment-related factors, technology-related factors, and culturerelated factors. Based on the study’s findings, the researcher reported the study contributions and future research recommendations in conclusion.
social media has become a component of the community that has been adopted in business
operations, especially as a marketing tool in the retail fashion industry of Sri Lanka which is pushed by
technological advancements. Social commerce derived through social media supports the user's comfort with
occasions for seamless shopping experiences from discovery to checkout with virtual stores and in-app social
commerce. Hence, the research problem
The aim of this study was to determine consumer segments based on the acceptance of
shoppable ads from fashion brands on online social media platforms. To achieve this objective, we
used the technology acceptance model (TAM) to offer a vision of the perceptions of the shoppable
ads, attitudes and behaviors of social network users, using social media marketing activities as
a background. Second, we searched for fashion social buyer segments using finite mixture partial
least squares (FIMIX-PLS). Third, we sought to characterize these consumer segments. A sample
of 486 users of social networks who accessed through mobile devices was obtained. The inclusion
of social media marketing variables as antecedents of acceptance allowed us, to a large extent, to
understand the intention to buy clothing by these social media users.
A study of how application usage can help increase consumer satisfaction for ...Abeer Raza
This study uses regression analysis to determine the effects of mobile applications on consumer satisfaction. The paper focuses on the impact of mobile application usage on consumer behavior with regards to consumer engagement and brand loyalty. The author also looks into understanding the different factors within a mobile app that increases consumer satisfaction. This approach helps identify not just the factors themselves and their benefits but also their contribution in cultivating a long-term relationship between consumers and businesses.
Consumer buying behaviour towards Online Retail: Flipkart v AmazonJubin James
This document is a project report by Jubin Jose James submitted to the New Delhi Institute of Management in partial fulfillment of a Post Graduate Diploma in Management. The report studies consumer buying behavior towards online retail marketers. It includes an introduction to the online retail industry in India, a literature review, research methodology, data analysis, findings, suggestions and conclusions. It also acknowledges the guidance of Ms. Ritu Talwar and includes a certificate, declaration, contents page and bibliography.
The internet is being developed rapidly since last two decades, and with relevant digital economy that is driven by information technology also being developed worldwide. After a long term development of internet, which rapidly increased web users and highly speed internet connection, and some new technology also have been developed and used for web developing, those lead to firms can promote and enhance images of product and services through web site. Therefore, detailed product information and improved service attracts more and more people changed their consumer behaviour from the traditional mode to more rely on the internet shopping. On the other hand, more companies have realized that the consumer behaviour transformation is unavoidable trend, and thus change their marketing strategy. As the recent researches have indicated that, the internet shopping particularly in business to consumer (B2C) has risen and online shopping become more popular to many people. According to the report, The Emerging Digital Economy II, published by the US Department of Commerce, in some companies, the weight of e-commerce in total sales is quite high. For instance, the Dell computer company have reached 18 million dollars sales through the internet during the first quarter of 1999. As a result, about 30% of its 5.5 billion dollars total sales were achieved through the internet (Moon, 2004). Therefore, to understand internet shopping and its impact on consumer behaviour could help companies making use of it as a form of doing e-business.
There are many reasons for such a rapid developing of internet shopping, which mainly due to the benefits that internet provides. First of all, the internet offers different kind of convenience to consumers. Obviously, consumers do not need go out looking for product information as the internet can help them to search from online sites, and it also helps evaluate between each sites to get the cheapest price for purchase. Furthermore, the internet can enhance consumer use product more efficiently and effectively than other channels to satisfy their needs. Through the different search engines, consumers save time to access to the consumption related information, and which information with mixture of images, sound, and very detailed text description to help consumer learning and choosing the most suitable product (Moon, 2004). However, internet shopping has potential risks for the customers, such as payment safety, and after service. Due to the internet technology developed, internet payment recently becomes prevalent way for purchasing goods from the internet. Internet payment increase consumptive efficiency, at the same time, as its virtual property reduced internet security. After service is another way to stop customer shopping online. It is not like traditional retail, customer has risk that some after service should face to face serve, and especially in some complicated goods.
In this presentation we will discuss the importance of internet marketing, How internet related to business, and many more interesting topic related to internet.
The Effectiveness of the Online Shopping for the CustomerIRJET Journal
This document discusses an online t-shirt business called Premium Design T-shirt that allows customers to design their own t-shirts online. It aims to serve adults, teenagers, and poor people. The business uses an online platform to expand its retail operations and satisfy customers. It focuses on designing t-shirts based on customer designs. The business aims to make customers satisfied with their choices and designs. It discusses the business model, value propositions for different customer segments, environmental factors, and proposes online shopping as a solution to issues with traditional shopping. Future directions discussed include improving mobile apps, delivery services, and focusing on the consumer experience.
The growing use of Internet in India provides varied opportunities for online shopping from both customer and seller perspective. If Electronic marketers (E-Marketers) know the factors affecting online Indian behavior, the relationships between these factors and the type of online buyers, they can further develop their marketing strategies to convert potential buyers into active buyerswhile retainingits original customer base. This study focuses on the factors which online buyers takes into consideration while shopping online. This research will help in finding the impact of e-market on customers’ purchasing patterns and how their security and privacy concerns about online marketinginfluences their online buying behavior. The study will further encompass the various important inputs which will equip the marketers for creating online marketing more lucrative and assured by adding value to the existing services.
Impact of M-Commerce Technologies on Developing Countriesijtsrd
M commerce is defined as any transaction with monetary value that is conducted via a mobile telecommunication network. M commerce like E commerce can be B2B business to business , P2P person to person or B2C business to customer oriented. The framework divides into couple sub areas based on user's distribution criterion. Mobile E commerce addresses electronic commerce via mobile devices, where the consumer is not in physical or eye contact with the goods that are being purchased. On the contrary in M trade the consumer has eye contact with offered products and services. In both case the payment procedure is executed via the mobile network. Prof. Rekha D. M | Divya. L "Impact of M-Commerce Technologies on Developing Countries" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-4 | Issue-1 , December 2019, URL: https://www.ijtsrd.com/papers/ijtsrd29410.pdfPaper URL: https://www.ijtsrd.com/computer-science/computer-network/29410/impact-of-m-commerce-technologies-on-developing-countries/prof-rekha-d-m
The development of digital marketing is inseparable from technology developmentrajjo224
Digital marketing has evolved significantly since the first email was sent in 1971. In the 1990s, terms like "digital marketing" and "e-commerce" emerged as the Internet became more widely used and companies were able to collect large amounts of customer data online. This allowed for more personalized advertising. In the 2000s, the growth of social media and mobile devices changed customer expectations and behaviors, requiring companies to adopt omnichannel marketing strategies to provide seamless customer experiences across channels. Today, digital marketing incorporates online, social, and mobile channels and enables two-way communication between brands and customers.
Factors Influencing the E-Shoppers Perception towards E-Shopping (A Study wit...Dr. Amarjeet Singh
Purpose: The study focuses on identifying and exploring the various factors influencing the e-shoppers perception towards e-shopping.
Design / methodology / approach: A research model is developed based on the literature. For the purpose of study data collected from 100 e-shoppers belonged to Wardha City of Maharashtra. By using in structured questionnaire, descriptive statistical measure like mean has been used for analyzing the data.
Findings: The results reveal that the seven key factors like convenience, time saving, home delivery, price advantage, more choice, reliability and security significantly influenced the e-shoppers perception on e-shopping.
Contribution of the study: The result of this study provides a valuable reference to the e-marketers to understand the factors influencing e-shoppers perception. They can further sharpen their marketing strategies to attract and retain their customers.
Study on Consumer Behavior Towards Online Purchase of Smartphones in Delhi-NCRVipul Dinodia
This document is a final project report submitted by Vipul Dinodia to the New Delhi Institute of Management in partial fulfillment of a post-graduate diploma in management with a specialization in marketing and digital marketing. The report studies consumer behavior towards online purchases of smartphones in Delhi-NCR. It provides an overview of the growing Indian e-commerce industry and models of consumer behavior. It then describes the research methodology, presents findings from a survey of 100 consumers, and analyzes the factors influencing online smartphone purchases and barriers faced by consumers. The report aims to help marketers better understand online shopping behaviors.
This document discusses marketing and advertising in e-commerce. It covers several topics including consumer behavior online, the consumer purchasing decision process, loyalty and trust in e-commerce, market segmentation, personalization, market research methods, web advertising, online advertising methods, and mobile marketing. The key objectives are to understand how to influence consumers online and analyze consumer behavior to create personalized marketing strategies and services.
DEVELOPING THE E-COMMERCE MODEL A CONSUMER TO CONSUMER USING BLOCKCHAIN NETWO...IJMIT JOURNAL
E-commerce has increased recently because of the development of the internet and has become a new concept that is applicable to trade transaction and services providing, using information technology. This is known as e-commerce thatis a means of communicating information،products or services through technical tools. This research proposed model is able to take advantage of Blockchain technology to develop e-commerce especially consumer toconsumer. The proposed model adds some advantages to ecommerce operations, and the possibility of developing them to reach a high percentage of profits by using blockchain technology which led to verify the information of products offered for sale. In addition, to the possibility of distributing feedback to all Blockchain users, through which it develops the mechanism of trust and cooperation between consumers, it is considered a reference point to explore the behaviour of commercial consumers which is stored in the data file of consumers. This model facilitates business processes between consumer andconsumer, eliminates the central role of large business companies in controlling and setting restrictions, and to the development and expansion of this type of trade
The study examined the effects of digital marketing on consumer behaviour in selected states in
Nigeria. The sample for the study is made up of 378 purposively selected consumers and marketers in the study.
The data for the study was obtained using a structured questionnaire. Inferential statistics such as multiple
regression among others
The document summarizes a case study on online shopping in Malaysia. It discusses the significance of understanding consumer attitudes and behaviors towards online shopping. It describes the methodology used, which was a questionnaire, and outlines the findings regarding consumer demographics, internet usage, attitudes towards online shopping, vendor characteristics, and website quality. Statistical analysis was conducted to analyze the data and test hypotheses.
Mobile and Alternative Payments in the U.S., 3rd EditionReportsnReports
- The report provides 166 pages of analysis on the mobile payments industry in the US, with market sizing and forecasts through 2016 and evaluations of strategies by major players.
- It covers topics like mobile wallet solutions, payment methods, trends in mobile banking and payments, consumer surveys on usage, and more.
- The report is available for $3,995 for a single user license and the table of contents indicates it provides an in-depth look at the industry with 10 chapters.
Challenges faced by E-commerce industry in indiaaryan bhat
The document discusses e-commerce and e-business models in India. It begins with definitions of e-commerce and e-business, noting that e-commerce involves online shopping while e-business also includes other online business activities. It then describes various business models for e-commerce like B2B, B2C, C2C etc. The document highlights India's growing e-commerce sector, with online shopping expected to reach $200 billion by 2026. It notes challenges facing e-commerce in India like infrastructure issues but also the opportunities presented by a large internet and smartphone using population.
Information and communication technology (ICT) is currently the key enabler of most fields and sectors. It contributed to improving the field of commerce by advent, the concept of electronic commerce. The advent of e-commerce contributed to improving the commerce field by enabling customers to conduct their entire business transaction via the internet. Accordingly, e-commerce has become an indicator of the economic growth sought by countries in this digital age. One of the common forms of B2C e-commerce is online shopping in which the customer deals with a website and gets a full shopping experience online. The online shopping environment in Saudi Arabia is expected to grow as a result of the development of ICT, the spread of the Internet, the large proportion of the youth population and the rapid trend of online markets around the world, and in Saudi Arabia in particular. However, it is still immature, and the adoption of online shopping with Saudi e-shops in specific is less than expected. Therefore, this study seeks to explore the factors influencing the adoption of online shopping by females with Saudi e-shops. This study adopted a qualitative methodology, as data were collected by conducting thirty semi-structured interviews with Saudi females and analyzed through applying Thematic Analysis (TA) method using a software tool (NVivo). As a result, the study reported thirteen factors influencing Saudi females to adopt online shopping with Saudi eshops. Those factors were classified under six main themes: products-related factors, logistics-related factors, customer service-related factors, payment-related factors, technology-related factors, and culturerelated factors. Based on the study’s findings, the researcher reported the study contributions and future research recommendations in conclusion.
social media has become a component of the community that has been adopted in business
operations, especially as a marketing tool in the retail fashion industry of Sri Lanka which is pushed by
technological advancements. Social commerce derived through social media supports the user's comfort with
occasions for seamless shopping experiences from discovery to checkout with virtual stores and in-app social
commerce. Hence, the research problem
The aim of this study was to determine consumer segments based on the acceptance of
shoppable ads from fashion brands on online social media platforms. To achieve this objective, we
used the technology acceptance model (TAM) to offer a vision of the perceptions of the shoppable
ads, attitudes and behaviors of social network users, using social media marketing activities as
a background. Second, we searched for fashion social buyer segments using finite mixture partial
least squares (FIMIX-PLS). Third, we sought to characterize these consumer segments. A sample
of 486 users of social networks who accessed through mobile devices was obtained. The inclusion
of social media marketing variables as antecedents of acceptance allowed us, to a large extent, to
understand the intention to buy clothing by these social media users.
The Effectiveness of Internet Marketing in Increasing the Reach and Awareness...Dr. Amarjeet Singh
The present research seeks to expound the effective
of Internet marketing in increasing the read and awareness of
consumers. Impatient the research conducted a good review
about the privies literature related to the study. It leads a brief
idea of the study before articulating the statement of the
problem. From the statement of the problem deducting the
researcher found that the social media , mobile apps and
internet marketing have Promina impact with the
effectiveness and in cornering the awareness of the consumer
.hence the research subdivided the research problem into four
different objective such translates the formation of the study
states that these is no significant relationship between level of
effectiveness and level of utilization of internet marketing on
consumer in kingdom of Bahrain . Further the research
employs multiple methodologies to a new conclusion on the
particular issue, the study used convening sampling method
combined with the spss software for data analyse.
The study aims to assess the Effectiveness of Internet
in Business to increase reach and awareness among consumers
in Bahrain. Data and correspondence innovation has changed
quickly in the previous 20 years with a key advancement being
the development of online networking. Business, which does
not utilize internet-based life, tends to lose on key client
base. The rise of social media means it’s unusual to find an
organization that does not reach its customers and prospects
through one social media platform or another. Companies see
the importance of using social media to connect with
customers and build revenue.
Businesses have realized they can use social media to generate
insights, stimulate demand, and create targeted product
offerings. This is important in traditional brick-and-motor
businesses, and, obviously, in the world of e-commerce.
In this research, to adequately address the research questions
a variety of data collection methods and instruments were
used such as questionnaire survey and t-test.
From the study, the researcher concluded that there is no
significant relationship between the Level of utilization &
Effectiveness of Internet marketing among consumers in
Bahrain. Therefore, the researchers accept the null
hypothesis.
The problems faced by the respondents on the Level
of utilization & Effectiveness of Internet marketing among
consumers in Bahrain is privacy, censorship and online
security. The Internet, social media, online advertising, mobile
apps etc. as a whole, can be seen as technology that has greatly
enhanced our lives but should be done responsibly.
This document provides a review of e-commerce. It begins by defining e-commerce and discussing its key types. It then examines several factors facilitating e-commerce, including the internet, payment gateways, analytics, social media, autonomous vehicles, and 3D printing. The document discusses trends in India's growing e-commerce market and underlying factors in its success. Finally, it reviews several past studies examining topics like customer satisfaction, consistency, and technological considerations for online banking.
The Effectiveness of E-Advertisement towards Customer Purchase Intention: Mal...IOSR Journals
The primary objective of this study was to examine the effectiveness of E-advertisement on customer
purchase intention. Beside, this study examined the effect of mediating and moderating demography factors on
customer purchase intention in Malaysia. Data from 570 respondents with previous experience on online
purchasing products and services were collected. To do so, SPSS 19 was applied to analyze the collected data.
Our findings revealed that service quality, social network and brand recognition can highly influence
customers’ perception toward web-based advertisement. Consequently, consumers who are more optimistic in
web-based advertisement (E-advertisement) have most likely higher intention to online purchase. In other
words, the effectiveness of E-advertisement is undoubtedly highlighted in this study. Besides, the results of this
study showed that the demography factors cannot mediate the customer perception toward advertisement nor
the effectiveness of E-advertisement toward customer purchase intention. On the basis of our results, companies
must stress the intrinsic attributes of online advertisement to attract highly-involved consumers and must
present a benevolent corporate image for consumers.
Analyzing the opportunities of digital marketing in bangladesh to provide an ...IJMIT JOURNAL
The idea of marketing recently converging to Digital marketing and digital marketing is becoming the most effective means for building business-customer relationships with long-term loyalty. It is a matter of concern that how this convergence is taking place in developing countries like Bangladesh. In this paper, the impact of digital marketing on the customer engagement with products and brands is investigated using descriptive research method and is based on survey. This study attempts to find the most effective form of digital marketing in Bangladesh by taking responses using questionnaires from sample, which has been used as the primary data. This study aims to discover the factors that work background to make the customers loyal to the brand and to have a positive attitude toward brand. It also illustrates about the differences of traditional marketing and digital marketing and the changes brought by digital marketing in brands relationship marketing. Analysis of survey output shows that there is an overall positive influence of internet advertising on consumer purchase decision. It is recommended that companies should conduct a market research on different markets in various countries to identify more specific market related and regional factors.
Research on Consumers Participation Willingness of e commerce Live Platformijtsrd
In todays society with the rapid development of the Internet, e commerce live broadcast has become one of the fastest growing sales methods. It allows consumers to watch and buy the required goods more intuitively and conveniently, greatly improving the shopping experience of consumers, so it is deeply loved by the majority of users. E commerce has gradually integrated into peoples lives, and it has also subtly changed our consumption patterns. In order to adapt to the rapid development of e commerce live broadcast field, find out the factors that affect consumers willingness to participate online in e commerce live broadcast platform, so as to better guide enterprises and users of e commerce live broadcast platform to make profits. This paper constructs a simple perception model, and uses the methods of interview, questionnaire survey and literature review, and further realizes that four factors, namely, professionalism, intimacy, real time interaction and usability of anchors, will affect consumers willingness to participate. By sorting out the data and collecting data, using the method of qualitative analysis and quantitative analysis, the conclusion is drawn the professionalism, intimacy, real time interaction and ease of use of the platform of e commerce live broadcast all positively influence users willingness to participate. The research conclusion can strengthen consumers willingness to buy, provide theoretical support and practical guidance for further optimizing the live broadcast e commerce platform, and improve consumers willingness to participate in the live broadcast platform. Li Weiqing | Sun Rui "Research on Consumers' Participation Willingness of e-commerce Live Platform" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-6 | Issue-6 , October 2022, URL: https://www.ijtsrd.com/papers/ijtsrd52059.pdf Paper URL: https://www.ijtsrd.com/economics/market-economy/52059/research-on-consumers-participation-willingness-of-ecommerce-live-platform/li-weiqing
This document discusses a study on the impact of social media on consumer buying behavior through online value propositions in the e-commerce sector of Bangladesh. It examines how social media influences consumers and explores how e-commerce businesses can utilize social media strategies effectively. The study found that social media is positively impacting the e-commerce sector in Bangladesh, but local companies are underutilizing opportunities for branded e-commerce development on social media. It provides implications for how the sector can advance by expressing value propositions more clearly on social media to improve consumer awareness and engagement.
International Journal of Engineering Research and Applications (IJERA) is an open access online peer reviewed international journal that publishes research and review articles in the fields of Computer Science, Neural Networks, Electrical Engineering, Software Engineering, Information Technology, Mechanical Engineering, Chemical Engineering, Plastic Engineering, Food Technology, Textile Engineering, Nano Technology & science, Power Electronics, Electronics & Communication Engineering, Computational mathematics, Image processing, Civil Engineering, Structural Engineering, Environmental Engineering, VLSI Testing & Low Power VLSI Design etc.
3 ijaems sept-2015-4-mining consumer knowledge from shopping experience a ca...INFOGAIN PUBLICATION
E_Commerce becomes far much popular in recent years. E Commerce nowadays is almost everywhere. People go through online ; meanwhile, they are more and more accustomed to buy goods via E_Commerce channel. - The E-Commerce web sites are facing lots of problems today. Customers prefer traditional way to purchase the products and not from E-Commerce web sites. If we see the history of E-Commerce, then we get that E-Commerce is the purpose of Internet and the web to conduct business Even in recession, it is thriving and has become one of the most important consumption modes. This study uses cluster analysis to identify the profiles of E_Commerce consumers. The rules between E_Commerce spokespersons and commodities from consumers are recognized by using association analysis. Depicting the marketing knowledge map of spokespersons, the best endorsement portfolio is found out to make recommendations. By the analysis of spokespersons, period, customer profiles and products, four business modes of E_Commerce are proposed for consumers: new product, knowledge, low price and luxury product; the related recommendations are also provided for the industry reference.
This document summarizes a research article that analyzes factors contributing to the global expansion of mobile commerce (m-commerce). The study uses a panel data set of 42 countries from 2011-2020 to examine the impact of 8 variables on m-commerce growth, including socioeconomic factors like internet access, mobile users, and consumer confidence, as well as macroeconomic factors like GDP and wages. The empirical analysis found that wages, GDP, consumer confidence, card transactions, mobile users, internet access, and internet use for selling goods/services positively impacted m-commerce, while mobile internet penetration negatively impacted it. The study aims to advance understanding of m-commerce drivers and provide policy recommendations to enhance the m-commerce industry.
This document summarizes a research paper that examined the effect of different digital marketing channels (email marketing, mobile marketing, and social media marketing) on consumer buying behavior in the modern trade sector in Egypt. The research paper administered an online questionnaire to 275 respondents. The findings indicated that all three digital marketing channels (email, mobile, and social media marketing) had a positive effect on consumer purchasing decisions. However, mobile marketing was found to have the greatest impact, followed by email marketing and then social media marketing.
This document discusses drivers of internet shopping based on a study conducted by the authors. The study applied a behavioral model to identify key factors influencing online purchasing. A survey was conducted with over 700 respondents to assess intentions and actual shopping behavior. The results showed that facilitating conditions, like site accessibility and transaction efficiency, had a stronger influence on shopping behavior than intentions alone. Intentions were influenced most by perceived consequences like cheaper prices and security concerns. The findings provide implications for improving online shopping strategies and site design.
1) The document summarizes a study that investigated the impact of digital marketing on the business performance of MSMEs during the COVID-19 pandemic, with a focus on the mediating role of customer relationship management (CRM).
2) A survey was conducted of 257 marketing and IT managers of MSMEs in Tehran, Iran. The results showed that digital marketing efforts had a positive effect on business performance during the pandemic by enabling remote customer engagement.
3) The study also found that the relationship between digital marketing and business performance was strengthened by CRM, as CRM allows companies to remain flexible and adapt to new customer expectations through digital technologies and data collection.
Understanding Online Consumer Purchase Behaviour for Varied Consumer Clusters...inventionjournals
: We are living in a digital age. The wave of digitalisation is in full swing to make its presence felt
in every sphere of life. It has not just challenged the geographical limitations narrowing the gaps between the
places that are situated faraway from each other and made the life easier with huge number of facilities but has
also influenced our attitudes and values. In such a situation, online shopping has started emerging as a popular
shopping option among urban and modernised consumers. Not all the consumers show similar trends while
using ecommerce. People of different clusters have different comfort zones as far as online shopping behaviour
is concerned. Product preferences vary with a change in demographics. Level of satisfaction is also different for
different set of consumers. Though window shopping is no longer an alien concept even for the internet
immigrants, purpose of use is certainly different for every age group. Literatures reveal that the attractive
features of the medium have tempted many researchers from time to time to throw light on lesser known areas
but there is still much to be explored. This paper is an endeavour to study about the potential of the medium to
market consumer electronics analysing in details the electronic shopping behaviour of different age groups. A
random survey has been conducted among the people of the age group of 19 – 35 (n – 100) and the samples
have been divided into four groups 19 – 22, 23 -26, 27 – 30 and 30 – 35. Reactions have been studied through
a questionnaire containing close ended questions. Analysis of data has been done through data graphs
Factors influencing consumers’ participation in E-Commerce in the New NormalIJAEMSJORNAL
This study aimed at describing the factors influencing consumers’ participation in the new normal. 100 respondents came from different cities and municipalities in the province of Nueva Ecija, Philippines participated in this research. The descriptive research design was utilized to explore the common factors that influence consumers’ participation in various e-commerce sites. Results revealed consumers' participation is influenced by the information quality, ease of use, product delivery, price affordability, and data privacy. Further results revealed consumers' participation in e-commerce requires trust and confidence in online shops. Lastly, this paper has significant associations with the business and commerce industries. and recommendations for further research along this vein.
Social marketing has the primary goal of achieving "common good". Traditional commercial marketing aims are primarily financial, though they can have positive social effects as well. In the context of public health, social marketing would promote general health, raise awareness and induce changes in behaviour. Social marketing has been a large industry for some time in 2021 and was originally done with newspapers and billboards, but similar to commercial marketing has adapted to the modern world. The most common use of social marketing in today's society is through social media.[1][2] However, to see social marketing as only the use of standard commercial marketing practices to achieve non-commercial goals is an oversimplified view.
Increasingly, social marketing is described as having "two parents." The "social parent" uses social science and social policy approaches. The "marketing parent" uses commercial and public sector marketing approaches.[3] Recent years have also witnessed a broader focus. Social marketing now goes beyond influencing individual behaviour. It promotes socio-cultural and structural change relevant to social issues.[4] Consequently, social marketing scholars are beginning to advocate for a broader definition of social marketing: "social marketing is the application of marketing principles to enable individual and collective ideas and actions in the pursuit of effective, efficient, equitable, fair and sustained social transformation". The new emphasis gives equal weight to the effects (efficiency and effectiveness) and the process (equity, fairness and sustainability) of social marketing programs.[5] Together with a new social marketing definition that focuses on social transformation, there is also an argument that "a systems approach is needed if social marketing is to address the increasingly complex and dynamic social issues facing contemporary societies"[6][7]
Contents
1 Applications
2 Confusion
3 History
4 See also
5 References
6 Further reading
7 External links
A STRATEGIC FRAMEWORK FOR MOBILE PAYMENTSIJMIT JOURNAL
With the exponential proliferation of mobile devices, smart phones and apps in the consumer market,
mobile payment is emerging as a key area to revolutionise the everyday financial life of both consumers
and merchants. The past few years have witnessed an increase in the adoption of digital payments and
online billing methods that leverage on wireless technologies and the Internet. However, the success or
failure of mobile payments in businesses is a hot topic today due to the multi-faceted factors such as, type
of wireless technologies used, security and privacy, the players involved and their influencing business
models, including consumer factors relating to interoperability, flexibility, ease-of-use and social
marketing. This paper examines mobile payments in all perspectives: technical, social as well as business
viewpoints and provides a strategic framework for a successful mobile payment adoption.
Strategic framework for mobile paymentsIJMIT JOURNAL
With the exponential proliferation of mobile devices, smart phones and apps in the consumer market, mobile payment is emerging as a key area to revolutionise the everyday financial life of both consumers and merchants. The past few years have witnessed an increase in the adoption of digital payments and
online billing methods that leverage on wireless technologies and the Internet. However, the success or failure of mobile payments in businesses is a hot topic today due to the multi-faceted factors such as, type of wireless technologies used, security and privacy, the players involved and their influencing business models, including consumer factors relating to interoperability, flexibility, ease-of-use and social
marketing. This paper examines mobile payments in all perspectives: technical, social as well as business
viewpoints and provides a strategic framework for a successful mobile payment adoption.
Similar to Assess the effect of service quality on customer satisfaction in facebook social commerce in egypt (20)
MULTIMODAL COURSE DESIGN AND IMPLEMENTATION USING LEML AND LMS FOR INSTRUCTIO...IJMIT JOURNAL
Traditionally, teaching has been centered around classroom delivery. However, the onslaught of the
COVID-19 pandemic has cultivated usage of technology, teaching, and learning methodologies for course
delivery. We investigate and describe different modes of course delivery that maintain the integrity of
teaching and learning. This paper answers to the research questions: 1) What course delivery method our
academic institutions use and why? 2) How can instructors validate the guidelines of the institutions? 3)
How courses should be taught to provide student learning outcomes? Using the Learning Environment
Modeling Language (LEML), we investigate the design and implementation of courses for delivery in the
following environments: face-to-face, online synchronous, asynchronous, hybrid, and hyflex. A good
course design and implementation are key components of instructional alignment. Furthermore, we
demonstrate how to design, implement, and deliver courses in synchronous, asynchronous, and hybrid
modes and describe our proposed enhancements to LEML.
Novel R&D Capabilities as a Response to ESG Risks-Lessons From Amazon’s Fusio...IJMIT JOURNAL
Environmental, Social, and Governance (ESG) management is essential for transforming corporate
financial performance-oriented business strategies into Finance (F) + ESG optimization strategies to
achieve the Sustainable Development Goals (SDGs).
In this trend, the rise of ESG risks has divided firms into two categories. Former incorporates a growthmindset that creates a passion for learning, and urges it to improve itself by endeavoring Research and
development (R&D) -driven challenges, while the other category, characterized by risk aversion, avoids
challenging highly uncertain R&D activities and seeks more manageable endeavors.
This duality underscores the complexity of corporate R&D strategies in addressing ESG risks and
necessitates the development of novel R&D capabilities for corporate R&D transformation strategies
towards F + ESG optimization.
International Journal of Managing Information Technology (IJMIT) ** WJCI IndexedIJMIT JOURNAL
The International Journal of Managing Information Technology (IJMIT) is a quarterly open access peer-reviewed journal that publishes articles that contribute new results in all areas of the strategic application of information technology (IT) in organizations. The journal focuses on innovative ideas and best practices in using IT to advance organizations – for-profit, non-profit, and governmental. The goal of this journal is to bring together researchers and practitioners from academia, government, and industry to focus on understanding both how to use IT to support the strategy and goals of the organization and to employ IT in new ways to foster greater collaboration, communication, and information sharing both within the organization and with its stakeholders. The International Journal of Managing Information Technology seeks to establish new collaborations, new best practices, and new theories in these areas.
International Journal of Managing Information Technology (IJMIT) ** WJCI IndexedIJMIT JOURNAL
The International Journal of Managing Information Technology (IJMIT) is a quarterly open access peer-reviewed journal that publishes articles that contribute new results in all areas of the strategic application of information technology (IT) in organizations. The journal focuses on innovative ideas and best practices in using IT to advance organizations – for-profit, non-profit, and governmental. The goal of this journal is to bring together researchers and practitioners from academia, government, and industry to focus on understanding both how to use IT to support the strategy and goals of the organization and to employ IT in new ways to foster greater collaboration, communication, and information sharing both within the organization and with its stakeholders. The International Journal of Managing Information Technology seeks to establish new collaborations, new best practices, and new theories in these areas.
NOVEL R & D CAPABILITIES AS A RESPONSE TO ESG RISKS- LESSONS FROM AMAZON’S FU...IJMIT JOURNAL
Environmental, Social, and Governance (ESG) management is essential for transforming corporate
financial performance-oriented business strategies into Finance (F) + ESG optimization strategies to
achieve the Sustainable Development Goals (SDGs).
In this trend, the rise of ESG risks has divided firms into two categories. Former incorporates a growthmindset that creates a passion for learning, and urges it to improve itself by endeavoring Research and
development (R&D) -driven challenges, while the other category, characterized by risk aversion, avoids
challenging highly uncertain R&D activities and seeks more manageable endeavors.
This duality underscores the complexity of corporate R&D strategies in addressing ESG risks and
necessitates the development of novel R&D capabilities for corporate R&D transformation strategies
towards F + ESG optimization.
Building on this premise, this paper conducts an empirical analysis, utilizing reliable firms data on ESG
risk and brand value, with a focus on 100 global R&D leader firms. It analyzes R&D and actions for ESG
risk mitigation, and assesses the development of new functions that fulfill F + ESG optimization through
R&D. The analysis also highlights the significance of network externality effects, with a specific focus on
Amazon, a leading R&D company, providing insights into the direction for transforming R&D strategies
towards F + ESG optimization.
The dynamics of stakeholder engagement in F + ESG optimization are indicated with the example of
amazon's activities. Through the analysis, it became evident that Amazon's capacity encompassing growth
and scalability, specifically its ability to grow and expand, is accelerating high-level research and
development by gaining the trust of stakeholders in the "synergy through R&D-driven ESG risk
mitigation."
Finally, as examples of these initiatives, the paper discussed the Climate Pledge led by Amazon and the
transformation of Japan's management system.
A REVIEW OF STOCK TREND PREDICTION WITH COMBINATION OF EFFECTIVE MULTI TECHNI...IJMIT JOURNAL
It is important for investors to understand stock trends and market conditions before trading stocks. Both
these capabilities are very important for an investor in order to obtain maximized profit and minimized
losses. Without this capability, investors will suffer losses due to their ignorance regarding stock trends
and market conditions. Technical analysis helps to understand stock prices behavior with regards to past
trends, the signals given by indicators and the major turning points of the market price. This paper reviews
the stock trend predictions with a combination of the effective multi technical indicator strategy to increase
investment performance by taking into account the global performance and the proposed combination of
effective multi technical indicator strategy model.
INTRUSION DETECTION SYSTEM USING CUSTOMIZED RULES FOR SNORTIJMIT JOURNAL
This document proposes an intrusion detection system using customized rules for the Snort tool to improve security. The system uses Wireshark to scan network traffic for anomalies, Snort to detect attacks using customized rulesets for faster response times, and Wazuh and Splunk to analyze log files. Rules are created using the Snorpy tool and added to Snort to monitor for specific attacks like ICMP ping impersonation and authentication attempts. When attacks are attempted, the system successfully detects them and logs the alerts. The integration of these tools provides low-cost intrusion detection capabilities with automated threat identification and faster response compared to existing Snort configurations.
Artificial Intelligence (AI) has rapidly become a critical technology for businesses seeking to improve
efficiency and profitability. One area where AI is proving particularly impactful is in service operations
management, where it is used to create AI-powered service operations (AIServiceOps) that deliver highvalue services to customers. AIServiceOps involve the use of AI to automate and optimize various business
processes, such as customer service, sales, marketing, and supply chain management. The rapid
development of Artificial Intelligence has prompted many changes in the field of Information Technology
(IT) Service Operations. IT Service Operations are driven by AI, i.e., AIServiceOps. AI has empowered
new vitality and addressed many challenges in IT Service Operations. However, there is a literature gap on
the Business Value Impact of Artificial intelligence (AI) Powered IT Service Operations. It can help IT
build optimized business resilience by creating value in complex and ever-changing environments as
product organizations move faster than IT can handle. So, this research paper examines how AIServiceOps
creates business value and sustainability, basically how AIServiceOps makes the IT staff liberation from a
low-level, repetitive workout and traditional IT practices for a continuously optimized process. One of the
research objectives is to compare Traditional IT Service Operations with AIServiceOPs. This paper
provides the basis for how enterprises can evaluate AIServiceOps and consider it a digital transformation
tool. The paper presents a case study of a company that implemented AI-powered service operations
(AIServiceOps) and analyzes the resulting business outcomes. The study shows that AIServiceOps can
significantly improve service delivery, reduce response times, and increase customer satisfaction.
Furthermore, it demonstrates how AIServiceOps can deliver substantial cost savings, such as reducing
labor costs and minimizing downtime.
MEDIATING AND MODERATING FACTORS AFFECTING READINESS TO IOT APPLICATIONS: THE...IJMIT JOURNAL
Although IOT seems to be the upcoming trend, it is still in its infancy; especially in the banking industry.
There is a clear gap in literature, as only few studies identify factors affecting readiness to IOT
applications in banks in general, and almost negligible investigations on mediating and moderating
factors. Accordingly, this research aims to investigate the main factors that affect employees’ readiness to
IOT applications, while highlighting the mediating and moderating factors in the Egyptian banking sector.
The importance of Egypt stems from its high population and steady steps taken towards technology
adoption. 479 valid questionnaires were distributed over HR employees in banks. Data collected was
statistically analysed using Regression and SEM. Results showed a significant impact of ‘Security’,
‘Networking’, ‘Software Development’ and ‘Regulations’ on ‘readiness to IOT applications. Thus, the
readiness acceptance level is high‘Security’ and ‘User Intention’ were proven to mediate the relationship
between research variables and readiness to IOT applications, and only a partial moderation role was
proven for ‘Efficiency’. The study contributes to increasing literature on IOT applications in general, and
fills a gap on the Egyptian banking context in particular. Finally, it provides decision makers at banks with
useful guidelines on how to optimally promote IOT applications among employees.
EFFECTIVELY CONNECT ACQUIRED TECHNOLOGY TO INNOVATION OVER A LONG PERIODIJMIT JOURNAL
IT (Information and Communication Technology) companies are facing the dilemma of decreasing
productivity despite increasing research and development efforts. M&A (Merger and Acquisition) is being
considered as a breakthrough solution. From existing research, it has been pointed out that M&A leads to
the emergence of new innovations. Purpose of this study was to discuss the efficient ways of acquisition and
to resolve the dilemma of productivity decline by clarifying how the technology obtained through M&A
leads to the creation of new innovations. Hypothesis 1 was that the technology acquired through M&A is
utilized for innovation creation, Hypothesis 2 was that the acquired technology is utilized over a long
period of time, and Hypothesis 3 was that a long-term utilization has a positive impact on corporate
performance. The results, using sports prosthetics as a case study and using patents as a proxy variable,
confirmed all the hypotheses set. We have revealed that long-term utilization of technology obtained
through M&A is effective for creating new innovations.
International Journal of Managing Information Technology (IJMIT) ** WJCI IndexedIJMIT JOURNAL
The International Journal of Managing Information Technology (IJMIT) is a quarterly peer-reviewed journal that publishes articles on the strategic application of information technology in organizations from both academic and industry perspectives. The journal focuses on innovative uses of IT to support organizational goals and foster collaboration both within and outside organizations. It covers topics such as education technology, e-government, healthcare IT, mobile systems, and more. Authors are invited to submit original research papers for consideration through the journal's online submission system.
4th International Conference on Cloud, Big Data and IoT (CBIoT 2023)IJMIT JOURNAL
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Assess the effect of service quality on customer satisfaction in facebook social commerce in egypt
1. International Journal of Managing Information Technology (IJMIT) Vol.12, No.3, August 2020
DOI: 10.5121/ijmit.2020.12302 09
ASSESS THE EFFECT OF SERVICE QUALITY ON
CUSTOMER SATISFACTION IN FACEBOOK SOCIAL
COMMERCE IN EGYPT
Rehab ELBadrawy, Sara ElKheshin and Nermine ELEssawy
Arab Academy for Science, Technology and Maritime Transport, Alexandria, Egypt
ABSTRACT
The numbers of social network users are boomingas a result of increased Internet access and smartphone
accessibility. Facebook in particular is considered one of the most important social networks in Egypt,
where there is a noticeable increase in the preferences to shop on Facebook. This paper examines the
service quality dimensions that influence customers’ satisfaction and their purchase intention in the context
of B2C social commerce through Facebook. The proposed model includes eight dimensions: usability,
reliability, responsiveness, empathy, courtesy, trust, price, and security. The results revealed all
dimensions had a positive effect on overall service quality variable which in turn positively influenced the
user satisfaction which affects the purchase intentions of customers.
KEYWORDS
Electronic Service Quality, SERVQUAL, Customer Satisfaction, Social Commerce, Facebook
1. INTRODUCTION
Nowadays, the world witnessed a rapid growth and diffusion of information and
telecommunication technologies (ICT). Most day to day activities have significantly changed as a
result of using the internet. The E-commerce sector has experienced major changes brought by
the technological innovations such as the social media technologies [1]. That Combined with the
widespread of smartphones led to a significant increase in the number of social media users [2].
The increased use of social media has encouraged many people to set up retail businesses across
social media networks [3] Known as Social commerce. Social commerce is a form of e-
commerce where sellers can market and sell their products directly to customers using social
network such as Facebook [4], [5]. The Internet users in Egypt reached 49.23 million. 90% from
them are Facebook users [5]. Egypt e-commerce transactions are expected to reach 2.7 billion
USD by 2020 mostly paid in cash [7]. The number of retail customers in Egypt of social
commerce is higher than any other online channel [6].
Many researchers have investigated the service quality dimensions in the online shopping
context. With the growing competition, service quality is considered a main feature to sustain the
competitive advantage and retain high customer satisfaction levels [8]. For the social commerce
environment, there are few studies that examine service quality of social commerce services [58].
Although, using social media for shopping is easy and convenient, there are some barriers that
may affect customers ‘purchasing decision [3].
2. International Journal of Managing Information Technology (IJMIT) Vol.12, No.3, August 2020
10
The research question focus to identify the key factors of S-commerce service quality dimensions
as perceived by s-commerce customer and this answered by investigating the service quality
dimensions that influence customers’ satisfaction and their purchase intention toward social
commerce using Facebook. This paper is organized as follows.
Section 2 presents a review of the literature on Social commerce and service quality dimensions
used in online shopping. Section 3 introduces the research methodology, the model framework
and the development of the hypotheses used in this paper. Section 4 describes the sample size,
and presents the results. Finally, Section 5 provides conclusions and limitations of the results.
2. LITERATURE REVIEW
2.1. Social Commerce
Social media is considered an effective tool to socialize, share information and a new method to
connect with together online [9]. The huge number of social media users encourages retailers
adopt new business opportunities to market and sell their products through these networks.
In [10] social commerce was identified in three main categories. The first category is the
integration of social media technologies with e-commerce websites using web 2.0 tools to help
customers to share products using their accounts. The second category is the incorporation of e-
commerce features in the social media platform where sellers benefit from the existing user base
and popularity to sell products. Finally, the third category is the bulk-group websites where
customers establish a social group based on similar interests and needs, and makes purchases for
price advantages.
In Egypt, the total population exceeds 100 million citizens of which 49.23% are Internet users [6]
and 40% of the total population are social media active users of which 38 million also access
their accounts via mobile [6]. Facebook is considered the most popular social media used by
Egyptian with 39 million users (90% of social media users) followed YouTube (34 million
users), Instagram (10 million users) [6]. According to [11], the age group 25 to 34 year olds
accounts for 32.9 % of Facebook users in Egypt, whereas users who are 65 years and above only
counted for 1.9 % . The Egyptian Internet user spends up to 8 hours over the Internet, of which 3
hours on average each day is spent on social media [6].
E-commerce in Egypt is growing rapidly, the number of online shoppers increased from 15.2
million to 17.7 million, between 2015 and 2016 [12]. The most popular payment method used in
the Egyptian ecommerce is cash on delivery (70% of purchases), followed by credit cards (16%
of purchases). In 2017, the Egyptian B2C e-commerce turnover grew by 22%, reaching US$ 5
billion [13]. However, e-commerce only accounts for 0.4% of retail sales in the country, [13].
Facebook e-commerce is defined as communities that use Facebook to get members in social
media to shop online [1]. 46% of online customers use social media to make purchase decisions
[14]. Mark Zuckerberg previously cited that the next explosion in e-commerce would be social
commerce [15]. In Egypt, Digital marketing [16], reported that the number of Egyptian users who
access shopping and fashion pages on Facebook is 19 million. Many models were applied
concerning Facebook e-commerce in Egypt. The first type is Business-to-Consumer (B2C)
Facebook e-commerce where sellers used Facebook features to share their products pictures on
their own pages; members can immediately buy them using cash on delivery payment method.
3. International Journal of Managing Information Technology (IJMIT) Vol.12, No.3, August 2020
11
The second type is also considered as Business to Customer (B2C) Facebook e-commerce where
sellers act as intermediaries. They used Facebook features to share many brands’ pictures through
their pages. Members can make orders by paying a percentage of the invoice order (Cash) and the
rest of payment is paid in cash upon delivery. The third type is a Consumer-to-Consumer (C2C)
e-commerce where Individuals share products they wish to sell with the usage condition as new
or used where the buyer and seller negotiate and agree on the price together. Among these, B2C
where sellers are intermediaries is the primary focus of this research.
Social commerce has grown rapidly; thus, it has not been studied as comprehensively as e-
commerce and social media. Authors and academics made some efforts in understanding why
customers use social media. They stated in [17] assess the characteristics of the social commerce
vendor and investigates their influence on users’ trust. Where the authors used the use of
technology and unified technology acceptance model to test the influence of trust and the
perceived usage on social commerce intent. In [18] it was applied stimulus–organism–response
model to investigated the influences of social commerce sites on customers' virtual experiences
and on their intentions to purchase products, the findings revealed that social presence,
informational support, emotional support and affective states (familiarity and closeness have
positive effects on social interactions. However, these dimensions have insignificant effects on
social shopping intention.
2.2. The SERVQUAL and E-SERVQUAL Dimensions
With the growing competition, service quality has become a common area of research
investigation, and has been known as a key aspect in maintaining competitive advantage and
sustaining satisfying relationships with customers [19] and [20]. The service quality
(SERVQUAL) model is defined as the relative perceptual distance between customer
expectations and evaluations of the service experiences and service quality using a multi-item
scale [21].
The SERVQUAL model recently has been widely used in several contexts such as banking,
health, education, e-commerce, information systems, e-retailing and others [22], [23].
SERVQUAL model comprises of five dimensions of tangibles, reliability responsiveness,
assurance and empathy. Researchers have criticized the value of adapting traditional
SERVQUAL dimensions to suit E-service environment. Therefore, [24] provided the E-Core
Service Quality (E-S-QUAL) and E-Recovery Service Quality scales (E-Rec S-QUAL scales). E-
SQ Instrument was established specifically to measure e-services quality, which includes four
dimensions, efficiency, fulfillment, system availability, and privacy. In addition, E-Rec S-QUAL
contained three dimensions, responsiveness, compensation, and contact [24].
Most of the previous researches focused on developing Service Quality scales to determine the
relationship between Service Quality and other constructs like customer satisfaction, and
purchase intentions. The usage of SERVQUAL dimensions differs depending on the kind of
industry, and the context [26] and [27]. It was tested in [27] the relative importance of service
quality dimensions in E-commerce experiences using responsiveness, empathy, tangibles and
assurance dimensions.
While, [28] applied accessibility, reliability, ease of use/availability, interactivity,
responsiveness/efficiency, and security/privacy dimensions to assess online customer service
quality of online shopping. In [29] SERVQUAL model was applied using tangibility, reliability,
responsiveness, assurance and empathy dimensions to measure online customer satisfaction
package delivery services. Jiang in [30] developed a model to inspect the effect of e-service
4. International Journal of Managing Information Technology (IJMIT) Vol.12, No.3, August 2020
12
quality dimensions on customer-perceived value and customer loyalty using five key e-service
quality dimensions, which are care, reliability, products portfolio, ease of use, and security.
They used five-dimension service quality instrument in [31] includes usability, usefulness of
content, and adequacy of information, accessibility, and interaction to assess the service quality
of web portals. They investigate the impacts of service quality on customer satisfaction and
loyalty in e-retailing supply chain in [32] using electronic service (e-service) quality dimensions
ease of use, website design, customization, responsiveness, assurance alongside logistics service
quality dimensions contact quality, order release quantities, information quality, ordering
procedures, order accuracy, order condition, order quality, order discrepancy handling, and
timeliness. Moreover, it was suggested in [33] an extended model of service quality dimensions
including reliability, responsiveness, security, access, communication, understanding the
customer, credibility, tangibles, courtesy, price, competence and customization (flexibility).
Nowadays, Internet and the social media are co one considered as one of the main digital
marketing tools. The analysis of customer evaluations of online shopping is a main concern for
researchers and practitioners, especially in the field of e-commerce [68]. Many researches
revealed that customer satisfaction are one of the main functions of perceived service quality of
electronic services [69]. Previous studies found that there is a positive and significant relationship
between service quality, satisfaction of customers and purchase intention [34]. They measured
the service quality of m-commerce in a commercial environment using service quality,
information quality, and system quality dimensions in [35]. The overall service quality will
influence customer satisfaction, which in turn will affect the purchase intention of customers.
Customer satisfaction based on the website service quality with confirmation of customer
expectation was measured in [36]. The results found that website service quality has a significant
and positive relationship with confirmation of customers’ expectations and their satisfaction level
towards online shopping. Furthermore, Rust and Zahorik [70] found that overall service quality
and customer satisfaction has a significant impact on customer retention, market share, and
profitability. Llusar [71] used customer satisfaction as a mediator of the relationship between
firm perceived quality and customer purchase intentions.
Even though the above mentioned service quality researched in online shopping, there are few
studies that examine service quality of social commerce service [58]. It was recommended a
quality service model for online social commerce from customer perspective in [37] including six
dimensions reliability, responsiveness, ease of use, information, trust and security. In [1] it was
used Kano quality model the key service quality characteristics of community buying. The study
found that key quality elements for attracting customers are price and recommendation features.
[38] Used the E-service quality dimensions reliability, responsiveness, assurance, reputation and
information quality to measure Customer to customer (C2C) social commerce (S-Commerce) in
Thailand. The results revealed that the dimension of information quality showed the highest
factor followed by reliability dimension.
3. RESEARCH MODEL AND HYPOTHESES
From the above-mentioned literature and taking advantage of the previously used dimensions, the
proposed scale [see Figure 1] is composed of 8 dimensions: Usability, Reliability,
Responsiveness, Trust, Empathy, Courtesy, Price and Security. The proposed model also
examines how these dimensions affect the overall service quality, customer satisfaction and the
purchase intentions.
5. International Journal of Managing Information Technology (IJMIT) Vol.12, No.3, August 2020
13
Figure1. Proposed Model of this study
Usability dimension is defined as how far the system is simple to use and structured properly
[39]. The service is easy to use and easy to search for desired products. The process of Shopping
on Facebook is clear, understandable and user friendly.
H.1 Usability in Facebook online shopping positively influences overall service quality.
Reliability dimension refers to the ability to provide the service on time, accurately, dependably
and up-to-date [40]. Sellers send products to customer as promised to customers on time, and
should be free from errors [41]. Additionally, Sellers always update Facebook page with latest
products, offers and discounts
H.2 Reliability in Facebook online shopping positively influences overall service quality.
Responsiveness is defined as the ability to deal effectively with complaints and timeliness of the
service. At Facebook, sellers should be always ready to respond quickly to customers’ requests
and inquiries [42]. By using Facebook messenger feature sellers can interact directly and
instantly with customers, who need help, for example reply to customers who ask for price and
product details. The direct communication can help to build more confidence between sellers and
customers. [38].
H.3 Responsiveness in Facebook online shopping positively influences overall service
quality.
Trust is the extent to which the services are believed and trusted. Seller profile and reputation,
and the personal traits of sellers all contribute to trust. Previous commercial activities and orders
on Facebook can affect the seller’s reputation. It was highlighted in [42] that trust depends on the
quality of previous transactions and honesty. Earlier researches had confirmed that customers’
intent to shop is highly dependent on the customers’ perception of trust [43]. In the same paper it
was indicated that users who trust social commerce sites are more likely to purchase on these
platforms and raise the intent to shop.
H.4 Trust in Facebook online shopping positively influences overall service quality.
Empathy is the amount of caring, individualized attention the firm provides its customers [45]. In
the context of Facebook, sellers should understand the specific needs of customers and give
personal attention and care to them by replying customers’ questions and conveyed their
knowledge and recommendations to them [38].
H.5 Empathy in Facebook online shopping positively influences overall service quality.
Courtesy is defined as the politeness, respect, consideration and friendliness shown to the
customers by the contact personnel. Sellers should be consistently courteous to customers and
address their complaints in a friendly way [46].
6. International Journal of Managing Information Technology (IJMIT) Vol.12, No.3, August 2020
14
H.6 Courtesy in Facebook online shopping positively influences overall service quality.
Price is the extent to which the value of a product is reasonable. It was stated in [47] that price
advantage and product differentiation raised customer intention to buy from online firms.
Therefore, Prices and charges should be Reasonable in order to increase orders.
H.7 Price in Facebook online shopping positively influences overall service quality.
Security is the Degree to which the customer believes the system is safe and personal information
is protected [48]. Customers should feel safe in the Facebook environment. The Facebook
Messages feature can afford privacy between customers and sellers [49].
H.8 Security in Facebook online shopping positively influences overall service quality.
Customer satisfaction is a cumulative construct that is a function of service expectations and
performance perceptions in any given period [50], [51]. Thus, service quality has a direct,
positive relationship with customer satisfaction and this in turn may lead to increase the customer
intent to buy [52], [53], [54] and [55].
H.9 Overall service quality with Facebook online shopping positively influences customer
satisfaction.
H.10 Customer satisfaction with Facebook online shopping positively influences purchase
intentions.
4. RESEARCH METHODOLOGY
An empirical study was conducted using a quantitative approach to test the relationship between
the research model variables in this study, and also provided evidence to support, or work
against, the research hypotheses [58].
4.1. Questionnaire-based Survey design
This study aims to measure the effect of service quality dimension on customer satisfaction on
using social commerce. Therefore, this aim was translated into a series of questions, first part
include demographic questions (gender, age, income, and education and occupation), daily time
spent on Facebook and the frequency of doing shopping through Facebook page, and the second
part include model questions. The questionnaire (see Table 1) contains 10 service quality
constructs and total of 32 items (adapted from previous researches [24], [60], [19]) measuring the
dimensions that were selected for this study based on the literature.
Table 1. Construct items questions
Construct Items References
Usability
-Shopping on Facebook is user-friendly
[72], [73] ,
[74]
-Shopping on Facebook is clear and understandable
-It is easy to search for desired products on Facebook
-It is easy to become skillful when do shopping on Facebook.
7. International Journal of Managing Information Technology (IJMIT) Vol.12, No.3, August 2020
15
Reliability
-Sellers in Facebook deliver their service as promised to customers on time
[68], [73],
[75]
-Sellers in Facebook perform the service right the first time
-Sellers in Facebook deliver the order at the time it promises to do so.
-Sellers in Facebook always update the page with latest products, offers and
discounts
-Sellers in Facebook deliver errors-free orders as promised to customers
Responsiveness
-Sellers in Facebook are always ready to handle our customers’ requests and
needs
[24],[76]
-Sellers in Facebook are never too busy to respond to customers’ requests
-Sellers in Facebook Respond quickly to customer Requests
-Sellers in Facebook show Sincere desire to Solve Problems for Customers
-Sellers in Facebook provide Alternative Communication Channels (Phone,
SMS, Messenger, WhatsApp) with customers
Trust
-Sellers in Facebook are in general honest.
[76], [77]
[78]
-Sellers in Facebook are in general trustworthy.
-Sellers in Facebook guarantee to refund for any error in the order or the
product
Empathy
-Sellers in Facebook understand the specific needs of customers
[79],[80]-Sellers in Facebook Listen to the customer
-Sellers in Facebook give Personal attention to customers
Courtesy
-Sellers in Facebook address complaints friendly
[81]
-Sellers in Facebook are consistently very polite with customers
-Sellers in Facebook respond to customers’ requests and demands
-Sellers in Facebook encourage them to purchase
Price
-Prices of products on Facebook and Fees of delivery are reasonable
[82]
-Sellers in Facebook explain charges to customers
Security
-It is secured to make shopping on Facebook
[68], [83]
-Sellers in Facebook Keep customer ‘s personal data safe
Overall service
quality
-My overall opinion of the services provided by Sellers in Facebook is very
good [69]
Customer
Satisfaction
-Overall, I am satisfied with Facebook shopping online experience
[75]
Intention to buy
-I plan to make shopping from Facebook in the next 30 days
[69]
-I strongly recommend others to make shopping through Facebook
8. International Journal of Managing Information Technology (IJMIT) Vol.12, No.3, August 2020
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4.2. Development of Measurement Scale
Likert scales are treated as interval scales, and they are the most frequently used scales in
information systems research (Sekaran, 2003). From the Likert scales, the five and the seven-
point scales are the most commonly used scales (Malhotra and Peterson, 2006). However, in this
research all measurements were evaluated using a 5-point Likert scale ranging from 1 (strongly
disagree) to 5 (strongly agree) because it is easier for the participants to read out the complete list
of scale descriptors.
4.3. Evaluating the Questionnaire Reliability
This research used the Cronbach alpha test to measure internal reliability. It is most commonly
used when you have multiple Likert questions in a survey/questionnaire that form a scale and you
wish to determine if the scale is reliable. The reliability function in the SPSS was used to test the
internal consistency for the items of each construct's measure in the survey. A review of the
literature defines an acceptable level of internal reliability as a computed alpha coefficient that
varies between a perfect internal reliability (1) and no internal reliability (0). Hair et al. (1995)
suggest 0.70 coefficients as good internal reliability, but Pallant (2001) argues that 0.60
coefficient is a good internal reliability. Four levels of reliability are suggested by Hinton et al.
(2004), as low (0.50 and below), high moderate (0.50-0.70), high (0.70-0.90) and excellent (0.90
and above).
The results shows adequate reliability levels in all SERVQUAL dimensions used as follows:
Usability (0.653), Reliability (0.775), responsiveness (0.678), trust (0.773), empathy (0.795),
Courtesy (0.784), Price (0.656), and Security (0.613) and also overall consistency of the data
(0.868).
4.4. Data Collection
Structured questionnaires were distributed over respondents who make shopping through
Facebook. Data collected was statistically analyzed using frequencies, cross tabulations and
Regression.
The questionnaire was constructed using Google forms and was distributed electronically. The
link was shared and posted on a popular online shopping Facebook page in Egypt for two weeks
in mid of April 2020. The selected online Facebook page was created in 2012 and the number of
members of this page exceeds 19 thousand members. 252 responses were collected from which
243 were valid, and the others were removed due to the presence of incomplete questions. Most
of the questions in the questionnaire were adapted from earlier researches as mentioned before.
However a number of questions were self-developed solely for the purpose of this research to
address important concepts, which were not addressed in previous studies.
5. RESEARCH RESULTS
5.1. Demographic Analysis
95.1% of the respondents were women. Nearly, 58% of the respondents had completed their
postgraduate studies, and 25.9% completed their university education. Approximately, 45.7% of
the respondents were between 41 and 55 years old. Most of respondents are salaried employee
(70.4%). The majority of respondents have a monthly income within the range of 5,000 to 15,000
EGP (44.4%) followed by those with a monthly income within the range of EGP 1000 to 5000
9. International Journal of Managing Information Technology (IJMIT) Vol.12, No.3, August 2020
17
(29.8 %). Moreover, the majority spends from 2 to 5 hours daily surfing the Facebook (43.2%).
While, 61.7 % of the sample conducted shopping through Facebook at least 1 to 5 times (see
Table2).
Table 2. Respondents’ Characteristics
Measure Items %
Gender
Male 4.9
Female 95.1
Times per month purchased
products from Facebook
Never 24.7
1-5 61.7
5-10 6.2
10-20 3.7
Over 20 3.7
Age
Below 25 25.9
26 – 40 24.7
41 – 55 45.7
Over 55 3.7
Education
Post graduate 58
Graduate 25.9
Average qualification 9.9
No qualification 6.2
Occupation
Student 17.3
Salaried employee 70.4
Retired 12.3
Monthly Income
Less than 1000 EGP 6.2
1,000 – 5,000 EGP 29.8
5,000 -15,000 EGP 44.4
More than 15,000 EGP 19.8
Average time spent on
Facebook
≤ 2 hour/day 38.3
2-5 hour/day 43.2
≥ 5 hour/day 18.5
10. International Journal of Managing Information Technology (IJMIT) Vol.12, No.3, August 2020
18
5.2. Testing the Hypotheses
SPSS was used in testing the model. Statistical Correlation test has been applied to find the
direction and strength of relationship between independent and dependent variables/factors.
Correlation provided the type and direction of inter-relationship and intensity of relationship
among factors [56].
Figure 2. Results of the research frame work of this study (Note:**p<0.01)
The results as shown in (Figure 2) indicated that all hypotheses are accepted as following:
Usability has strong positive influence on Overall service quality (H1, R = 0.549, p<0.01).
Reliability has strong positive influence on Overall service quality (H2, R = 0.449, p<0.01),
Responsiveness has strong positive influence on Overall service quality (H3, R = 0.335, p<0.01),
Trust has strong positive influence on Overall service quality (H4, R = 0.535, p<0.01), Empathy
has strong positive influence on Overall service quality (H5, R = 0.485, p<0.01), Courtesy has
strong positive influence on Overall service quality (H6, R = 0.477, p<0.01), Price has strong
positive influence on Overall service quality (H7, R = 0.296, p<0.01) and Security has strong
positive influence on Overall service quality (H8, R = 0.324, p<0.01). Additionally, the results
showed that usability has the most positive effect on the overall service quality dimension with
R= 0.549, followed by trust dimension (R = 0.535). While, the price dimension has the least
effect on overall service quality dimension (R= 0.296).
The overall service quality construct showed a strong positive influence to customer satisfaction
(H9, R = 0.635, p <0.01). In addition, the Customer satisfaction also has a strong positive
influence to purchase intentions through Facebook (H10, R = 0.714, p <0.01).
6. DISCUSSION
The aim of this research is to investigate the relationship between the e-services quality
dimensions, customer satisfaction and customer purchase intentions from s-commerce customer
point of view.
According to the results and in consistent with previous findings of [61], [62], Usability (H1) is
the most prominent dependent variable, and has the highest significant positive effect on overall
service quality (R= 0.549 with p <0.01) which means customers like to shop on Facebook due to
the usability of the platform. If sellers want to increase the service quality of their groups or
pages, they should put the products in a way to be easy for customers to search them.
11. International Journal of Managing Information Technology (IJMIT) Vol.12, No.3, August 2020
19
Furthermore, trust dimension (H4) is considered as an important factor and has also a strong
positive significant relationship with service quality dimension, with high correlation effect. This
result is similar to the results of other study [61]. Consequently, to gain the trust of customers,
Facebook sellers should take into consideration many factors such as honesty and after-sales
support. They should provide quick response to problems and guarantee to make refund for any
error in the order or in the product.
Additionally, empathy, courtesy and reliability dimensions were also significantly and positively
correlated with overall quality dimension with the values of R=0.485, 0.477 and 0.449 with p
<0.01 respectively. These results mean that sellers should address customer complaints in a
friendly way, respond to customer requests and their specific needs, deliver error-free order on
time as promised and update the page with latest products and offers to increase customer
satisfaction. The results of this study confirm those obtained in [62], [63], [64], [65] and [66].
While, the study showed that Responsiveness (H3) which is compatible with [62], [63], and [65]
has positive significant relationship on service quality. Sellers must have the ability to deal
effectively with customer complaints and timeliness of the service by responding quickly to
customers’ requests and inquiries in order to increase the service quality of the page or group.
On the other hand, Security (H8), and Price (H7) have the lowest positive significant relationship
effect on service quality. This is because most of respondents make shopping on Facebook on a
regular base (1 to 5 times per month). They find it a secure way to shop as they payment method
used is cash on delivery so if the product is defected or not authentic customer will not take it.
Moreover, buyers found that prices are appropriate as many sellers explain the price charges and
the delivery fees to their customers comparable to online website.
In addition, the Overall service quality variable (H9) is significantly positively affect the
Customer satisfaction dimension (H10) which in turn positively affects the customer intention to
buy on Facebook. As customer satisfaction has the highest impact on intention to buy then, the
better the quality of service offered the more the customer is satisfied and will do more shopping
on Facebook.
7. CONCLUSIONS AND LIMITATIONS
Due to the increase in the number of Facebook users especially in Egypt, new business
opportunities such as Social Commerce have emerged. Sellers on Facebook can sell products on
their own pages or groups to members who can then interact directly with the seller, to ask for
product details, price and delivery method. Social media facilitates the interactions among trading
parties. This research provides a conceptual framework using service quality dimensions that are
vital to understand social commerce on Facebook to be able to reach customers’ satisfaction and
increase customers’ purchases. A good understanding of the service quality attributes that
customers use to judge is necessary for sellers on Facebook to be able to monitor and enhance
their service performance and improve the overall service quality.
This research explored the service quality dimensions in B2C Facebook commerce in Egypt. The
eight service quality dimensions used are usability, reliability, responsiveness, trust, empathy,
courtesy, price and security were proposed. The research hypotheses were all accepted. The
results revealed that usability and trust (0.549 and 0.535 respectively) were the highest
dimensions that positively influence the overall service quality variable. Empathy and courtesy
dimensions also showed great importance with 0.485 and 0.477 respectively. Likewise, reliability
12. International Journal of Managing Information Technology (IJMIT) Vol.12, No.3, August 2020
20
dimension exhibited large influence too with 0.449. Nevertheless, Price dimension has the
lowest effect the overall service quality variable with R=0.296.
To conclude, in order to increase customer purchase rate though Facebook, there are many
implications for sellers in the result of this study. First, Customers found that Facebook is easy to
use to shop online therefore; sellers should display their products in a friendly way to be easy for
customer to search. Additionally, customers believe that the sellers’ credibility (honesty) has a
great effect on the overall service quality variable. As well as, how old the page is, the active
status and the number of positive comments are key indicators of seller’s credibility. On the other
hand, sellers should show respect to customers, give individual attention to them, resolve
complaints politely, deliver orders accurately and on time, and offer an after-sale support.
Finally, there are a number of limitations in this research. First, the study is conducted on only
one social media platform (i.e, Facebook). Further investigation of several platforms such as
Instagram is recommended. Moreover, the sample was limited and the data was collected from
one popular online shopping Facebook page in Egypt. Therefore, in order to generalize the
findings, the sample size should be collected from more pages and more respondents. Finally, a
qualitative study is also recommended in this context to examine more closely the service quality
dimensions and their effects on customer satisfaction.
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AUTHORS
Rehab ELBadrawy ,PHD
She is an Assistant professor in Arab Academy for Science, Technology and Maritime Transport,
Alexandria, Egypt. She has published many papers and articles in international conferences and journals in
the e-commerce fields and in Industrial engineering and engineering management fields. She has ten years
of experience in teaching and academic research.
Sara ElKheshin, PHD
She is an Assistant professor in Arab Academy for Science, Technology and Maritime Transport,
Alexandria, Egypt. She has 20 years working experience in Business Information System department, her
research interest is e-government, e-business, and database
Nermine Essawy, PHD,
She is an Assistant professor in Arab Academy for Science, Technology and Maritime Transport,
Alexandria, Egypt. She has 23 years working experience in Business Information System department, her
research interest is e-business and ecrm