• Login
    View Item 
    •   Research Bank Home
    • Study Areas
    • Management and Marketing
    • Management and Marketing Conference Papers
    • View Item
    •   Research Bank Home
    • Study Areas
    • Management and Marketing
    • Management and Marketing Conference Papers
    • View Item
    JavaScript is disabled for your browser. Some features of this site may not work without it.

    Impact of customer reviews on key experience variables of satisfaction and loyalty in the context of online shopping

    Daud, N. M.; Bhat, Ravi; Gaur, S. S.; Sembada, A. Y.

    Thumbnail
    Share
    View fulltext online
    2016 Impact of Customer Reviews.pdf (52.57Kb)
    Date
    2016-12
    Citation:
    Daud, N. M., Bhat, R., Gaur, S. S., & Sembada, A. Y. (2016, December 5-7). Impact of Customer Reviews on Key Experience Variables of Satisfaction and Loyalty in the Context of Online Shopping. Paper presented at ANZMAC, Christchurch, New Zealand.
    Permanent link to Research Bank record:
    https://hdl.handle.net/10652/4135
    Abstract
    As customers continuously migrate towards online shopping, there is an increasingly urgent need for businesses to adapt, by first understanding how key experiences shape the satisfaction and loyalty of online shoppers. We forward that customer reviews would significantly moderate the relationship between these key customer experience variables and customers’ satisfaction and loyalty. Evidence from a survey of 300 online shoppers in New Zealand revealed that customer reviews moderated all customer experience variables except merchandise variety. This paper thus enriches the understanding of customer experience in the context of online shopping.
    Keywords:
    user experiences, customer reviews, Business-to-Consumer (B2C), online shopping, e-commerce, consumer behaviour
    ANZSRC Field of Research:
    150501 Consumer-Oriented Product or Service Development
    Rights:
    This digital work is protected by copyright. It may be consulted by you, provided you comply with the provisions of the Act and the following conditions of use: Any use you make of these documents or images must be for research or private study purposes only, and you may not make them available to any other person. You will recognise the author's and publishers rights and give due acknowledgement where appropriate.
    Metadata
    Show detailed record
    This item appears in
    • Management and Marketing Conference Papers [86]

    Library home
    Send Feedback
    Research publications
    Unitec
    Moodle
    © Unitec Institute of Technology, Private Bag 92025, Victoria Street West, Auckland 1142
     

     

    Usage

     
     

    Usage Statistics

    For this itemFor the Research Bank

    Share

    About

    About Research BankResearch at UnitecContact us

    Help for authors  

    How to add researchOpen Access GuideVersions Toolkit

    Register for updates  

    LoginRegister

    Browse Research Bank  

    EverywhereAcademic study areasAuthorDateSubjectTitleType of researchSupervisorThis CollectionAuthorDateSubjectTitleType of researchSupervisor

    Library home
    Send Feedback
    Research publications
    Unitec
    Moodle
    © Unitec Institute of Technology, Private Bag 92025, Victoria Street West, Auckland 1142