| Title : | Consumer's perceptions of e-service quality on online shopping in Kathmandu valley | | Material Type: | printed text | | Authors: | Bishal Bhatta, Author | | Publication Date: | 2018 | | Pagination: | 119p. | | Size: | GRP/Thesis | | Accompanying material: | 13/B | | Languages : | English | | Abstract: | The advent of the Internet and e-commerce has brought a new way of marketing and selling many products. There are evidences indicating that the e-service quality is an essential strategy to a success, probably more important than a low price and a good web presence. In the era of globalization electronic marketing is a great revolution. Over the last decade maximum business organization are running with technological change. Online shopping or marketing is the use of technology (i.e. computer) for better marketing performance. And retailers are devising strategies to meet the demand of online shoppers; they are busy in studying consumer behavior in the field of online shopping, to see the consumer perceptions towards online shopping.
In the context of Nepal, the online purchasing behavior is increases day to day. Because this is time of advance technology which has tremendous affect on the business, education and sciences. Consumer behavior is influenced by many factors. If E-commerce know the factors affecting online consumer behavior, and the relationships between these factors and the type of online buyers, then can further develop their marketing strategies to convert potential customers into active ones, while retaining existing online customers.
This project is a part of study, and focuses on factors which online consumers keep in mind hole shopping online. This study found that website design, reliability, responsiveness, trust and personalization are the five dominant factors which influence consumer perceptions of online shopping. Consumer behavior is said to be an applied discipline as some decisions are significantly affected their behavior or expected actions. The two perspectives that seek application of its knowledge are micro and societal perspectives. The online purchasing behavior of online shoppers and factor influencing online shopping behavior and its future perspective, internet is changing the way consumers shop and buy goods and services, and has rapidly evolved into a global phenomenon. Many companies have started using internet with the aim of cutting marketing costs, thereby reducing the price of their products and services in order to stay ahead in highly competitive markets.
Consumer purchase intention and satisfaction is selected as dependent variable and website design, reliability, responsiveness, trust and personalization the independent variables. The major objective of the study is to examine the factors influencing consumer purchase intention and satisfaction on online shopping Kathmandu Valley. The specific objectives of the study are to analyze the impact website design, reliability, responsiveness, trust and personalization services on customer purchase intention and satisfaction on online business in Kathmandu Valley.
The respondents of the study are online buyers in Kathmandu valley. The opinions of 400 respondents were analyzed in order to know the perception of customer regarding factor influencing consumer purchase intention and satisfaction on online shopping in Kathmandu Valley. The weighted mean of the each variable used to examine the impact of factor influencing consumer purchase intention and satisfaction on online shopping. For the fact finding of the study primary data was analyzed by using percentage frequency distribution and methods such as descriptive analysis, correlation analysis, independent sample t-test analysis, Kruskal Wallis test analysis and regression analysis.
The result shows that website design, reliability, responsiveness, trust and personalization has positive relation with consumer purchase intention and satisfaction on online shopping in Kathmandu Valley. It indicates that higher the website design, reliability, responsiveness, trust and personalization, higher would be consumer purchase intention and satisfaction on online business in Kathmandu Valley.
The study shows that there are significant differences among male and female respondents on trust and personalization. The result shows that female respondents are more sensitive towards trust on online sites than male respondents. Similarly, the study shows that incomes level, occupation, and age have an effect on respondent’s view on website design, reliability, responsiveness, trust and personalization services on online business.
The study also indicated that the beta coefficients for website design, reliability, responsiveness, trust and personalization are positive with consumer purchase intention as well as satisfaction. It reveals that higher the website design, reliability, responsiveness, trust and personalization, higher would be the consumer purchase intention and satisfaction on online business. However, beta coefficient is significant for website design at 1 percent level of significance. The study also reveals that there is no difference in perception of website design, reliability, responsiveness, trust and personalization, and consumer purchase intention on the basis of gender. The study shows that website design, reliability, responsiveness, trust and personalization, these five factors are the major factor affecting consumer purchase intention on online shopping in Kathmandu Valley.
Recommendations are given on the basis of the findings of the study. The major conclusions of the study are that all the independent variables of online shopping have positive relation with consumer purchase intention and satisfaction. If the company has good website design, reliability, responsiveness, trust and personalization then it will tends to increase consumer purchase intention and satisfaction on online shopping on online business in Kathmandu Valley. The more the company focuses on the web quality and trust it leads to increase the consumer purchase intention as well as the satisfaction on online shopping in Kathmandu valley
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Consumer's perceptions of e-service quality on online shopping in Kathmandu valley [printed text] / Bishal Bhatta, Author . - 2018 . - 119p. ; GRP/Thesis + 13/B. Languages : English | Abstract: | The advent of the Internet and e-commerce has brought a new way of marketing and selling many products. There are evidences indicating that the e-service quality is an essential strategy to a success, probably more important than a low price and a good web presence. In the era of globalization electronic marketing is a great revolution. Over the last decade maximum business organization are running with technological change. Online shopping or marketing is the use of technology (i.e. computer) for better marketing performance. And retailers are devising strategies to meet the demand of online shoppers; they are busy in studying consumer behavior in the field of online shopping, to see the consumer perceptions towards online shopping.
In the context of Nepal, the online purchasing behavior is increases day to day. Because this is time of advance technology which has tremendous affect on the business, education and sciences. Consumer behavior is influenced by many factors. If E-commerce know the factors affecting online consumer behavior, and the relationships between these factors and the type of online buyers, then can further develop their marketing strategies to convert potential customers into active ones, while retaining existing online customers.
This project is a part of study, and focuses on factors which online consumers keep in mind hole shopping online. This study found that website design, reliability, responsiveness, trust and personalization are the five dominant factors which influence consumer perceptions of online shopping. Consumer behavior is said to be an applied discipline as some decisions are significantly affected their behavior or expected actions. The two perspectives that seek application of its knowledge are micro and societal perspectives. The online purchasing behavior of online shoppers and factor influencing online shopping behavior and its future perspective, internet is changing the way consumers shop and buy goods and services, and has rapidly evolved into a global phenomenon. Many companies have started using internet with the aim of cutting marketing costs, thereby reducing the price of their products and services in order to stay ahead in highly competitive markets.
Consumer purchase intention and satisfaction is selected as dependent variable and website design, reliability, responsiveness, trust and personalization the independent variables. The major objective of the study is to examine the factors influencing consumer purchase intention and satisfaction on online shopping Kathmandu Valley. The specific objectives of the study are to analyze the impact website design, reliability, responsiveness, trust and personalization services on customer purchase intention and satisfaction on online business in Kathmandu Valley.
The respondents of the study are online buyers in Kathmandu valley. The opinions of 400 respondents were analyzed in order to know the perception of customer regarding factor influencing consumer purchase intention and satisfaction on online shopping in Kathmandu Valley. The weighted mean of the each variable used to examine the impact of factor influencing consumer purchase intention and satisfaction on online shopping. For the fact finding of the study primary data was analyzed by using percentage frequency distribution and methods such as descriptive analysis, correlation analysis, independent sample t-test analysis, Kruskal Wallis test analysis and regression analysis.
The result shows that website design, reliability, responsiveness, trust and personalization has positive relation with consumer purchase intention and satisfaction on online shopping in Kathmandu Valley. It indicates that higher the website design, reliability, responsiveness, trust and personalization, higher would be consumer purchase intention and satisfaction on online business in Kathmandu Valley.
The study shows that there are significant differences among male and female respondents on trust and personalization. The result shows that female respondents are more sensitive towards trust on online sites than male respondents. Similarly, the study shows that incomes level, occupation, and age have an effect on respondent’s view on website design, reliability, responsiveness, trust and personalization services on online business.
The study also indicated that the beta coefficients for website design, reliability, responsiveness, trust and personalization are positive with consumer purchase intention as well as satisfaction. It reveals that higher the website design, reliability, responsiveness, trust and personalization, higher would be the consumer purchase intention and satisfaction on online business. However, beta coefficient is significant for website design at 1 percent level of significance. The study also reveals that there is no difference in perception of website design, reliability, responsiveness, trust and personalization, and consumer purchase intention on the basis of gender. The study shows that website design, reliability, responsiveness, trust and personalization, these five factors are the major factor affecting consumer purchase intention on online shopping in Kathmandu Valley.
Recommendations are given on the basis of the findings of the study. The major conclusions of the study are that all the independent variables of online shopping have positive relation with consumer purchase intention and satisfaction. If the company has good website design, reliability, responsiveness, trust and personalization then it will tends to increase consumer purchase intention and satisfaction on online shopping on online business in Kathmandu Valley. The more the company focuses on the web quality and trust it leads to increase the consumer purchase intention as well as the satisfaction on online shopping in Kathmandu valley
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