The Influence of Online Shopping Determinants on Customer Satisfaction in the Serbian Market
Abstract: Consumer satisfaction with online shopping is directly dependent on a number of factors. There is a constant dilemma in the market related to the question which online shopping determinants affect the customer satisfaction. This issue is particularly important for underdeveloped markets, w...
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| Lenguaje: | English |
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Universidad de Talca
2019
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oai:scielo:S0718-187620190002001072019-12-17The Influence of Online Shopping Determinants on Customer Satisfaction in the Serbian MarketVasić,NebojšaKilibarda,MiloradKaurin,Tanja Online shopping Customer satisfaction Security Information availability Shipping Quality Pricing Time Abstract: Consumer satisfaction with online shopping is directly dependent on a number of factors. There is a constant dilemma in the market related to the question which online shopping determinants affect the customer satisfaction. This issue is particularly important for underdeveloped markets, where online commerce is not sufficiently present. In order to increase the online commerce participation, it is necessary to explore and analyze the connection between customer satisfaction and diverse determinants. Accordingly, this paper develops the research model to determine the impact of certain online purchase determinants on the consumer satisfaction in the market of Serbia. A conceptual model is defined, consisting of 26 items categorized into seven variables: security, information availability, shipping, quality, pricing, time, and customer satisfaction. Input model parameters were collected through surveys, with the aid of appropriate Internet tools. The validity of the developed model was verified through the Confirmatory Factor Analysis and the Partial Least Squares. The obtained result analysis confirmed the basic research hypotheses that customer satisfaction in online shopping, on the Serbian market, directly depends on the following determinants: security, information availability, shipping, quality, pricing and time.info:eu-repo/semantics/openAccessUniversidad de TalcaJournal of theoretical and applied electronic commerce research v.14 n.2 20192019-01-01text/htmlhttp://www.scielo.cl/scielo.php?script=sci_arttext&pid=S0718-18762019000200107en10.4067/S0718-18762019000200107 |
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Scielo Chile |
| collection |
Scielo Chile |
| language |
English |
| topic |
Online shopping Customer satisfaction Security Information availability Shipping Quality Pricing Time |
| spellingShingle |
Online shopping Customer satisfaction Security Information availability Shipping Quality Pricing Time Vasić,Nebojša Kilibarda,Milorad Kaurin,Tanja The Influence of Online Shopping Determinants on Customer Satisfaction in the Serbian Market |
| description |
Abstract: Consumer satisfaction with online shopping is directly dependent on a number of factors. There is a constant dilemma in the market related to the question which online shopping determinants affect the customer satisfaction. This issue is particularly important for underdeveloped markets, where online commerce is not sufficiently present. In order to increase the online commerce participation, it is necessary to explore and analyze the connection between customer satisfaction and diverse determinants. Accordingly, this paper develops the research model to determine the impact of certain online purchase determinants on the consumer satisfaction in the market of Serbia. A conceptual model is defined, consisting of 26 items categorized into seven variables: security, information availability, shipping, quality, pricing, time, and customer satisfaction. Input model parameters were collected through surveys, with the aid of appropriate Internet tools. The validity of the developed model was verified through the Confirmatory Factor Analysis and the Partial Least Squares. The obtained result analysis confirmed the basic research hypotheses that customer satisfaction in online shopping, on the Serbian market, directly depends on the following determinants: security, information availability, shipping, quality, pricing and time. |
| author |
Vasić,Nebojša Kilibarda,Milorad Kaurin,Tanja |
| author_facet |
Vasić,Nebojša Kilibarda,Milorad Kaurin,Tanja |
| author_sort |
Vasić,Nebojša |
| title |
The Influence of Online Shopping Determinants on Customer Satisfaction in the Serbian Market |
| title_short |
The Influence of Online Shopping Determinants on Customer Satisfaction in the Serbian Market |
| title_full |
The Influence of Online Shopping Determinants on Customer Satisfaction in the Serbian Market |
| title_fullStr |
The Influence of Online Shopping Determinants on Customer Satisfaction in the Serbian Market |
| title_full_unstemmed |
The Influence of Online Shopping Determinants on Customer Satisfaction in the Serbian Market |
| title_sort |
influence of online shopping determinants on customer satisfaction in the serbian market |
| publisher |
Universidad de Talca |
| publishDate |
2019 |
| url |
http://www.scielo.cl/scielo.php?script=sci_arttext&pid=S0718-18762019000200107 |
| work_keys_str_mv |
AT vasi263neboj353a theinfluenceofonlineshoppingdeterminantsoncustomersatisfactionintheserbianmarket AT kilibardamilorad theinfluenceofonlineshoppingdeterminantsoncustomersatisfactionintheserbianmarket AT kaurintanja theinfluenceofonlineshoppingdeterminantsoncustomersatisfactionintheserbianmarket AT vasi263neboj353a influenceofonlineshoppingdeterminantsoncustomersatisfactionintheserbianmarket AT kilibardamilorad influenceofonlineshoppingdeterminantsoncustomersatisfactionintheserbianmarket AT kaurintanja influenceofonlineshoppingdeterminantsoncustomersatisfactionintheserbianmarket |
| _version_ |
1714202232810897408 |