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Siddiqui, Masood H., and Shalini N. Tripathi. "Grocery Retailing in India: Online Mode versus Retail Store Purchase." International Business Research 9, no. 5 (April 27, 2016): 180. http://dx.doi.org/10.5539/ibr.v9n5p180.
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<p>E-retailing is entering into the Indian retail scenario in a noticeable way and online grocery retailing holds a promise of acceptance by the Indian customers. This paper attempts to discover the market potential of online grocery retailing in India and consumers’ perception towards its different aspects. Confirmatory factor analysis proposes that there are five underlying dimensions (<em>convenience</em>, <em>value for money</em>, <em>variety</em>, <em>loyalty</em> and <em>ambient factors</em>) governing the selection of mode for grocery purchase. Thereafter Binary-Logistic Regression has been employed to analyze the impact of these five broad perceptual dimensions upon the acceptance/rejection of online grocery retailing. The respondents accorded the highest importance to the factors <em>value for money</em> and <em>convenience</em>. The study suggested that issues like meeting customer expectations and preferences in terms of delivering value for money, quick and convenient purchasing, smooth delivery process, and reducing risk perceptions are critical for establishing online grocery retailing as an effective alternative to traditional brick and mortar retailing.</p>
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Kumar, Ajay, and Anil Kumar Kashyap. "Leveraging utilitarian perspective of online shopping to motivate online shoppers." International Journal of Retail & Distribution Management 46, no. 3 (March 12, 2018): 247–63. http://dx.doi.org/10.1108/ijrdm-08-2017-0161.
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Purpose Shopping motivation has been extensively explored in traditional marketing context but less in online shopping. Utilitarian attribute of online shopping is one of the success factors of e-retailing. The purpose of this paper is to explore the utilitarian shopping motivation in online shopping and validate these factors through confirmatory factor analysis (CFA) in the Indian context. Design/methodology/approach The data were collected from the 183 regular online shoppers. The collected data were analysed through exploratory factor analysis and CFA using Amos 22 version. Findings This paper explored the utilitarian shopping motivation of online shopping into five factors, i.e. information availability, accessibility, searchability, product availability and convenience. Research limitations/implications The research is conducted on online shoppers to measure their utilitarian motives of shopping online. Further research may be conducted to investigate other motives of online shopping. The sample is taken from Central India which is not enough to generalise the findings. Research may be conducted in other regions and on different segment of respondents to know the impact of geographical variance on utilitarian perspectives of online shoppers. Originality/value This paper addresses a significant input in online retailing platform, and it will contribute to the theory of shopping motivations in online shopping context and provide valuable inputs for developing online marketing strategies. The findings of the study also aid to retail practitioners in analysing retailing’s current transformation due to digitalization.
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Maity, Arijit. "STUDY OF FUTURE PROSPECTS OF ONLINE CEMENT RETAILING." International Journal of Research -GRANTHAALAYAH 3, no. 3 (March 31, 2015): 16–24. http://dx.doi.org/10.29121/granthaalayah.v3.i3.2015.3027.
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The project focuses on exploring the problems arises from traditional purchase of cement and the future prospects of online cement retailing instead of going through traditional retail channel or non-trade and its future adoption potential in Indian cement market. Exploratory research was done initially with sample size 10 in which customers include individual home builder, masons, engineer/architect, contractor and builders to find out the present problem associated in traditional purchase of cement. The questionnaire listing factors which helps in finding potential adoption of online purchase of cement is administered with a sample of 50 customers.
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Punyatoya, Plavini. "Effects of cognitive and affective trust on online customer behavior." Marketing Intelligence & Planning 37, no. 1 (February 4, 2019): 80–96. http://dx.doi.org/10.1108/mip-02-2018-0058.
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Purpose Although prior works in online retailing have addressed the influence of trust on customer responses, they conceptualized trust as a single dimension. Based on social-psychological literature and sociological literature, this study proposes that consumer trust in an online retailer has two principal forms: cognitive trust and affective trust. The purpose of this paper is to examine various factors influencing the development of each form of customer online trust and the subsequent effect on customer satisfaction (CS) and loyalty intention (LI). Design/methodology/approach Survey approach is employed to validate the research model. Data are collected from 334 Indian consumers and using structural equation modeling the causal pathways of the model are investigated. Findings The results show that cognitive trust and affective trust are empirically distinguished variables in online retailing context. Cognitive trust and affective trust are found to mediate the relationship between perceived website quality, security and privacy policy, prior-interaction experience, perceived e-tailer reputation and shared value and CS. CS also positively influences LI toward the online retailer. Practical implications The paper provides interesting insights about Indian consumers’ evaluation of online retailers. These useful insights would enable both international and national online retailers to develop and apply different strategies to improve customer trust, which is a key driver of CS and LI. Originality/value Drawing from signaling theory and organizational studies literature, this paper investigates the relationship between different antecedents and affect-based and cognition-based trust in online retailing context. In particular, this is the first study to examine multi-dimensional nature of consumer trust in online retailing context. Besides, this paper clearly shows that cognitive trust and affective trust are the mediating variables that positively affect CS toward online retailers and help in building strong customer LI.
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Malhotra, Gunjan, and Ranjana Aggarwal. "GROWTH PROSPECTS OF E-RETAILING IN ELECTRONIC GOODS MARKETS." International Journal of Management & Entrepreneurship Research 1, no. 2 (June 21, 2020): 71–88. http://dx.doi.org/10.51594/ijmer.v1i2.7.
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E-retailing has emerged as a significant player in the retail industry in India. The major cutthroat competition happens between Flipkart, Amazon, and Snap deal. These merchants have a significant competitive edge on electronic goods over other merchants in Indian online shopping portals. Thus, the purpose of this paper is to understand and analyses the universal perception and satisfaction quotient of customers in India concerning to the purchase of electronic goods via these e-commerce merchants. We have used hypothesis testing and analysis of variance to understand customer satisfaction and customer perception. The results show that overall customer satisfaction is the highest for Flipkart. Also, the physical appeal and the quality of the product are the main reasons which impact the customer's perception toward not shopping online. This study is original in itself because it is limited to the purchase of electronic goods only from the emerging e-retail merchants- Flipkart, Snap deal, and Amazon in India.
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Thakur, Rakhi, and Mala Srivastava. "A study on the impact of consumer risk perception and innovativeness on online shopping in India." International Journal of Retail & Distribution Management 43, no. 2 (February 9, 2015): 148–66. http://dx.doi.org/10.1108/ijrdm-06-2013-0128.
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Purpose – The purpose of this paper is to develop and empirically test a conceptual model to establish how consumer innovativeness can be used as a variable to positively influence online retailing adoption intention both directly and reducing consumer perceived risk (PR). Design/methodology/approach – The literature concerning personal innovativeness toward information technology and major components of PR have been systematically reviewed to develop a conceptual model. The impact of innovativeness and PR on online shopping adoption intention has been empirically validated by structural equation modeling using a sample of 433 internet users in India. Findings – Results reveals consumer innovativeness as a key construct to improve online retail adoption intention both directly and by its effective role in reducing consumer risk perception of using internet channel for making purchase of physical goods. Originality/value – There is a lack of studies which connect consumer innovativeness and PR in the online retailing context especially in Indian scenario. The results expand one’s knowledge on this relationship, propounding interesting empirical evidence of the model among current and potential online shoppers.
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Bhattacharya, Arijit, and Manjari Srivastava. "A Framework of Online Customer Experience: An Indian Perspective." Global Business Review 21, no. 3 (June 26, 2018): 800–817. http://dx.doi.org/10.1177/0972150918778932.
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With the rapid adoption of online retailing in India, retailer focus has undergone a paradigm shift. From service and relationship focus, online retailers now focus on customer experience as a strategic differentiator for sustainable competitive advantage. In this context, the aim of this article is to conceptualize and empirically test an integrated model of online customer experience (OCE) with antecedents, components and outcome variables along with the role of the moderating role of gender using structural equation modelling. Overall, results support the proposed model and confirm the relationships drawn from the literature. The study contributes to knowledge creation in the OCE domain. Implications for both research and practice are discussed along with limitations and future research directions.
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Prashar, Sanjeev, T. Sai Vijay, and Chandan Parsad. "Antecedents to Online Shopping." International Journal of E-Business Research 11, no. 1 (January 2015): 35–55. http://dx.doi.org/10.4018/ijebr.2015010103.
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The increased use of smartphones and tablets, along with advanced security features being offered by the online retailers are adding strength to e-commerce industry. Growing at an astonishing rate at 85%, as against 65% growth of regular shopping over the previous year, internet retailing in India touched US $10.672 billion in 2013, making it one of the most anticipated destinations for national and multinational online retailers. Several web portals are looking to capture a share of this huge market. This study gains importance as Indian arms of multinational online selling companies like Amazon and eBay are fighting various home-grown players like Snapdeal, Flipkart and many more. The objective of this paper is to identify and rank the factors that influence the selection of web portal among online shoppers in India. Exploratory study was conducted to identify various precursors of web site selection for online shopping. Twenty-four variables identified from this study were used to create a structured questionnaire. This questionnaire was then administered among 203 shoppers in India using convenience sampling. To determine the factors that influence the selection of web portals. Principal Component Analysis with Varimax Rotation was used. The study condensed the comprehensive set of twenty-four variables into six factors that have a direct influence on consumers' choice of online buying website. These were transaction security, augmented benefits, user experience, cognitive stimuli, personalized assurance and web atmospherics. This is against the general perception that shoppers prefer the web portals with best user experience and attractive web atmospherics. The online buying population of the world's third largest economy selects the portals based on the primary motive of security in a transaction. Adding to the existing knowledge on shoppers' selection of online buying portals, the study reveals the prevalence of a multitude of antecedent factors and distinct patterns with respect to constituents of these factors. Findings of this research may be used as guidelines for the development of multi-dimensional strategic framework by online retailing firms.
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Basu, Rituparna, and Neena Sondhi. "Nykaa: retailing decisions in an emerging market." Emerald Emerging Markets Case Studies 13, no. 2 (July 24, 2023): 1–39. http://dx.doi.org/10.1108/eemcs-12-2022-0449.
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Learning outcomes By working through the case and assignment questions, students will be able to conduct a marketing environmental analysis to aid strategic decisions; analyse the first-mover advantages of a retail firm and how these can be sustained; comprehend online retail business models and the challenges therein; understand the trade-offs of online/offline retail experiences specific to an emerging market’s beauty and personal care sector; conceptualize and formulate actionable growth strategies that balance the individual and collective requirements of brick and mortar and retail e-commerce environments. Case overview/synopsis The case is set in 2022, right after Nykaa – the pioneer of beauty and wellness e-commerce platforms in India makes a blockbuster stock market debut in 2021. Starting in 2012 with a disruptive online model for selling beauty and wellness products online in India, Nykaa had come a long way with expansions in physical retail and other segments such as fashion. The firm, which initially aimed to be a virtual store, is now thinking of aggressively expanding in the brick-and-mortar retail space as it opens its 85th retail outlet. Falguni S. Nayar, founder and CEO of Nykaa, wanted to roll out 300 physical stores targeting 100 cities in India in the next couple of years. She aspired to establish Nykaa as a category leader as the “Indian Sephora” in the beauty and personal care market. Nykaa’s first-mover advantage in the online beauty and personal care marketplace worked well to establish it as a brand with positive endorsements by digital shoppers that enhanced the investment potential with potential financiers. However, the pandemic had brought every physical retailer to the online platform. Most e-commerce platforms dealing in grocery to lifestyle had added personal care products to their existing merchandise. Additionally, several start-ups had ventured into the online marketplace. Online was a cluttered marketplace with little to no differentiation. In this bloodbath, would the first-mover advantage for Nykaa in the online space still count as a competitive advantage? Nayar was all set to expand Nykaa’s physical presence aggressively. The concern was that the beauty and personal care segment had also moved online as a function of long stay-at-home periods. In the post-pandemic times, would the customer indeed revert to brick and mortar once again? Nykaa was also into product formulations, but so was every big and small player in the space. What was the differentiated winning formula for the consumer’s heart and mind? Complexity academic level The case can be effectively used in foundation courses in marketing and a wide range of specialized courses on marketing management (core/foundation course), retail marketing and e-commerce/digital marketing and e-commerce for B-school learners. The complex decision points faced by an innovative e-commerce start-up firm on its road to market expansion make the case suitable for niche courses such as Marketing for Start-ups. Moreover, learners in executive MBA programs with considerable experience can benefit from the case analysis that balances a growing retail company’s long- and short-run objectives. Supplementary materials Teaching notes are available for educators only. Subject code CSS 8: Marketing.
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Mishra, Sita, Gunjan Malhotra, Vibha Arora, and Sandip Mukhopadhyay. "Omnichannel retailing: does it empower consumers and influence patronage?" International Journal of Retail & Distribution Management 50, no. 2 (November 23, 2021): 229–50. http://dx.doi.org/10.1108/ijrdm-04-2021-0199.
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PurposeThis study analyzes how omnichannel integration influences customer patronage intention, highlighting the moderation effect of consumer service experience consciousness. Additionally, it also examines the sequential mediating role of consumer empowerment and satisfaction.Design/methodology/approachThis study uses a survey method to collect data from 336 young Indian consumers, having experienced omnichannel retailing. Data were analyzed using SPSS PROCESS macro to examine both the mediating and moderated relationships.FindingsThe results confirm that a customers' perceived online–offline channel integration increases their patronage intention directly and through the mediating role of consumer empowerment and satisfaction. Additionally, as a moderator, consumer service experience consciousness does not necessarily impact consumer patronage interest through the mediating role of consumer empowerment. Nevertheless, it does have a negative impact through the mediating role of consumer satisfaction.Practical implicationsThis study provides insights into designing online–offline retailing integration, based upon which, proposes several recommendations for increasing customer satisfaction and patronage intention.Originality/valueTo the best of the authors' knowledge, this is among the first studies to highlight the theory of consumer empowerment in the context of omnichannel retailing. Thus, it contributes to the extant literature on omnichannel retailing while investigating the moderating role of consumer service experience consciousness.
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Kumari, Deepika, and Shashank Vikram Pratap Singh. "RELATIONSHIP MARKETING IN ONLINE RETAILING: A THEORETICAL AND EMPIRICAL ANALYSIS FROM AN INDIAN PERSPECTIVE." International Journal of Business Information Systems 1, no. 1 (2020): 1. http://dx.doi.org/10.1504/ijbis.2020.10034503.
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Et. al., V. Sravani Chari. "A Study on the Customer Segmentation based on Psycho Graphics towards the Eco Label Awareness among the Indian Food and Grocery Retailing Customers." Turkish Journal of Computer and Mathematics Education (TURCOMAT) 12, no. 3 (April 10, 2021): 5504–10. http://dx.doi.org/10.17762/turcomat.v12i3.2212.
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This paper is emphasised to understand the psycho-graphic segmentation of online food and grocery retailing customers towards the eco label awareness. The study considered VALS (Values and life styles) model as the base for this paper. The better psychological understanding helps the marketers to served them in a better way. Hence, the data has been collected from the Indian customers who preferred online to purchase their food and grocery products. There are 117 samples drawn for this study and applied cross-tabulation analysis. The results of the study are provided elaborately in the paper
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Jaiswal, Shefali, and Anurag Singh. "Influence of the Determinants of Online Customer Experience on Online Customer Satisfaction." Paradigm 24, no. 1 (May 28, 2020): 41–55. http://dx.doi.org/10.1177/0971890720914121.
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The role of online retailing is increasing with each passing day for any business and therefore offering value to the customer which in turn also yield benefit to the retailer and differentiate it from the competitors is an important task. By getting an idea of how customer perceive and evaluate the offerings, retailers may be able to influence the customers in that particular direction. This research paper aims in identifying the major factors or attributes that affect the customers, evaluating their overall experience while shopping on the digital platform and also their impact on online customer satisfaction. This study aims to explore the determinants of online customer experience of Indian shoppers and its effect on the satisfaction of the customers. For the purpose, 325 e-shoppers were surveyed through online mode using snow ball sampling technique. To achieve the objective, exploratory factor analysis was used and multiple regressions were applied. Furthermore, the findings suggest that economic value, customization, post-purchase experience and customer services are the major factors on which customers evaluate their overall online experience and satisfaction.
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Singh, Shekhar, and Sandeep Srivastava. "Engaging consumers in multichannel online retail environment." Journal of Modelling in Management 14, no. 1 (February 11, 2019): 49–76. http://dx.doi.org/10.1108/jm2-09-2017-0098.
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Purpose With India becoming world’s second largest user of smartphones (Ming, 2017) and with more users adopting mobile devices for online shopping, Indian online retailers now have to manage mobile channel in addition to existing traditional channel (of computers). Hence, the purpose of this study is to investigate the mapping of product characteristics with individual channel capabilities and its effect on online consumer behaviour, so that e-tailers can create enhanced online shopping experience for consumers. Design/methodology/approach A comprehensive research model is developed on the basis of the knowledge gained from multichannel retailing and e-commerce literature. Then, the model is empirically tested, with primary data collected from 344 customers, using structural equation modelling. The data are collected from customers across two product categories: electronics and fashion. Findings The results reveal that perceived usefulness, perceived risk and perceived self-efficacy are important drivers of online consumer behaviour for continued usage. The multi-group analysis confirms the moderation influence of platform type for some relationships across electronics and fashion. Practical implications The findings underline the importance of multichannel complementarity across electronics and fashion. The preference of mobile devices for fashion and traditional devices such as computers for electronics provides valuable insights for online retailers towards management of multichannel e-commerce ecosystem. Originality/value In Indian context, this is the first empirical research on online multichannel retail setting, studying the impact of diverse channel formats on different product categories. The study’s findings give empirical basis to online retailers to look out for right product–channel fit strategy for engaging consumers in the long run.
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Lilly, J., and I. Santhi Immaculate Jaculin. "E-Tailing In India – An Overview." International Review of Business and Economics 4, no. 2 (2020): 114–17. http://dx.doi.org/10.56902/irbe.2020.4.2.39.
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The online retail market has evolved and grown significantly over the past few years. The Indian retail market is witnessing a revolution. The growth of internet has enabled the new retail format of the virtual retailer to emerge and forced the existing retailers to consider e-tailing model of retailing as well. The Internet has changed the consumer’s shops in many ways not just in the digital domain, but also in the physical world. In the era of globalization, companies are using the internet technologies to reach out to valued customers and to provide a point of contact 24 hours a day, 7 days a week. In this paper, I have explained about an overview of e-tailing in India.
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V, Sailaja, Prasada Rao P, and Suryanarayana A. "Business intelligence and analytics: recent trends and benefits in retailing." Journal of Management and Science 6, no. 1 (June 30, 2017): 11–26. http://dx.doi.org/10.26524/jms.2016.3.
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Today retailers are focussing on solutions oriented capabilities which create value and convert information into knowledge. While Business Intelligence (BI) provides a way of amassing data to find information primarily through asking questions, reporting, and online analytical processes,business analytics takes advantage of statistical and quantitative data for explanatory and predictive modelling. Business intelligence and analytics have emerged as principal tools that guide decisions and strategies for disciplines like marketing, research and development, customer care, credit and inventory management. By using these tools, retailers are analysing data to improve in optimization and performance. Present study is an exploratory study with an aim to learn issues and challengesfaced by Indian retailers; BI concepts and tools and need for BI in retailing. The study identifies that BI plays a crucial role in insights about customer behaviour; thereby helping the retailers meet their ever-changing needs and desires. The recent trends observed in retailing are - spending more on technology, embracing high capacity computing tools and recruiting people who can combine business and analytics to learn more about customer insights. The study discusses various benefits resulting from implementation of BI and analytics in retailing.
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Kumar, Vinod, and Vandana. "Future Group’s new move: Big Bazaar Direct." Emerald Emerging Markets Case Studies 6, no. 2 (June 15, 2016): 1–18. http://dx.doi.org/10.1108/eemcs-01-2015-0012.
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Subject area Marketing, Retail Marketing and E-commerce. Study level/applicability Graduate and Post-graduate. Case overview The Future Group is the most profitable retailer in India without having any foreign direct investment (FDI). In September 2013, the retailer launched its online retailing platform, “Big Bazaar Direct” (BBD). BBD is a franchisee-based model which aims to partner with people having rich customer networks to reach more shoppers. This novice idea of BBD is the result of Big Bazaar’s greater mind share over its market share. Mr Kishore Biyani, CEO Future Group, has lot of expectation from this business model. Expected learning outcomes The outcomes include: to familiarize students with Indian Retail Industry; to develop student’s skills in critically analyzing an online retail-based new business model; and to explain key factors that work for success of a retail-based business model. Supplementary materials Teaching notes are available for educators only. Please contact your library to gain login details or email support@emeraldinsight.com to request teaching notes. Subject code CSS 8: Marketing
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Sinha, Priyanka, and Saumya Singh. "Comparing Risks and Benefits for Value Enhancement of Online Purchase." Gadjah Mada International Journal of Business 19, no. 3 (December 22, 2017): 307. http://dx.doi.org/10.22146/gamaijb.10512.
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In a developing economy, the acceptability of e–retailing is not very new, but the potential of online marketing in market research and analysis is still largely unexplored. This article is an attempt to understand the psyche of Indian online consumers. As consumers have their own preconceived notions toward this growing purchasing environment, it becomes important for e-retailers to understand the consumers’ perceptions and attitudes toward online purchases. This paper integrates the dimensions of the risks and benefits with the Theory of Planned Behavior (TPB) to understand how consumers adopt their online purchase processes. Four hundred and sixty-eight valid responses were analyzed using structural equation modeling on AMOS 21 to identify the relationship between the different factors and the intention to purchase online. The paper concludes that consumers’ purchase intentions are jointly determined by their attitude towards online purchases and the subjective norm. Furthermore, their attitude is determined by the sub-dimensions of perceived benefits (hedonic benefit, convenience benefit, economic benefit and variety) and the sub-dimensions of perceived risk (product risk and financial risk).
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Sabat, Deepti Ranjan. "E-Tailing in Odisha: Its Expansion, Problems, Opportunities, and Development." ECS Transactions 107, no. 1 (April 24, 2022): 599–606. http://dx.doi.org/10.1149/10701.0599ecst.
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India's retail sector is undergoing a transformation. The recent web-technique e-commerce process is still in its early stages, indicating a period of rapid change, confrontation, and opportunity in Indian retail. In the new internet-based world, e-commerce and e-marketing are two key concepts. E-commerce is a business model in which organizations and people conduct e-tailing over the internet. E-tailing, also known as internet shopping, web shopping, or online shopping, is the online promotion of products or services. E-tailing, on the other hand, is the sale of different brands over the internet. The term "e-tailing" refers to electronic retail conducted over the internet. In this present era of electronic retailing importance and market viabilities and developments, various things are discussed in this paper.
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Soni, Pavleen. "Revisiting the role of relationship benefits in online retail." Marketing Intelligence & Planning 38, no. 6 (October 22, 2019): 745–59. http://dx.doi.org/10.1108/mip-03-2019-0186.
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Purpose Given the importance of relationship benefits in creating customer satisfaction, the purpose of this paper is to investigate the moderating role of relationship benefits (special treatment benefits and confidence benefits) on relationship quality and word of mouth (WOM) for online retailers. The conditional mediating role of relationship quality between customer satisfaction and WOM is also examined. Design/methodology/approach A sample of 700 MBA students from two universities in Punjab (North India) has been used to collect data. Structural equation modelling and PROCESS Macro (Hayes (2017) have been used for data analysis (mod mod mediation). Findings When customers perceive high confidence benefits, special treatment benefits moderate the mediational role of relationship quality between customer satisfaction and WOM. Specific conditions under which use of confidence benefits and special treatment benefits are successful for online retailers have also been identified. Practical implications Tailored use of special treatment benefits with confidence benefits in appropriate combinations will help the online retailers in segmenting the customers and differentiating amongst them according to the customers’ receptivity towards these benefits. Marketers can devise communication strategies, create customer segments and position their services using the results obtained in the study. Originality/value The present study is the first of its kind which clarifies as to why the previous literature considered special treatment benefits as less relevant to customers. It also establishes the situations in which these benefits successfully moderate the effect of customer satisfaction in developing relationship quality and eliciting positive WOM in the Indian internet retailing context.
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Jaykumar, V. "Teenagers Perceptions of Retail Format in Shopping Malls: A study on Forum Mall and its Patronage in Bangalore." Atna - Journal of Tourism Studies 11, no. 2 (July 1, 2016): 81–93. http://dx.doi.org/10.12727/ajts.16.5.
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The Indian retail market has grown at a double-digit compound annual growth rate over the last five years and was worth an estimated $554bn in 2011 and is expected to grow further. The Indian economy grew throughout the global downturn, with increasing consumer purchasing power bolstering the retail sector. Retailing is now the second highest contributor to India’s gross domestic product. (PR Newswire, New York, 2012)."Facebook, Twitter and more have become de rigueur rather than optional for centre marketers,"(Henry,Alison). “Centre owners and managers are also placing renewed emphasis on enhancing the 'experience' of in a bricks and-mortar environment, through targeted promotional events to engage consumers and offer them additional incentives to shop in-mall vs online."The forum mall in Bangalore presents a unique retail pattern site in Bangalore that helps build the brand identity of the mall for teenagers, as they are the ones who like the format. This study explores the relationship between teenager’s identity and their perception towards Forum Mall as a blend of lifestyle mall retailing and a patronage pattern. A store intercept survey approach was used to collect data from 120 teenagers mostly college and university students. Findings indicated that teenager’s identity as a mall enthusiast and/or a habitual mall visitor had little impact on their perceptions about the importance of selected store atmospherics in the decision to shop at Forum mall, Bangalore but did influence some of their intended patronage behaviors towards the mall.
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Chavadi, Chandan A., Sindhu R. Menon, and Monika Sirothiya. "Measuring Service Quality Perceptions of Indian E-retailers: An Evaluative Study." Metamorphosis: A Journal of Management Research 18, no. 2 (December 2019): 92–102. http://dx.doi.org/10.1177/0972622519886232.
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Indian online retailing landscape is characterized by a plethora of sellers all trying to attract the same set of target customers, making service quality a critical differentiating factor for the players. This study investigates the influence of process quality, outcome quality and service recovery on customer e-satisfaction, and e-loyalty and also the influence of customer e-satisfaction on e-loyalty. Sample size of this quantitative study was 199, sample unit was youth and sampling method was purposive sampling. The study was conducted in April–May 2019 in Bengaluru. Responses were subjected to SEM, factor analysis, hypothesis testing, direct and indirect effects using AMOS20. Process quality, outcome quality and service recovery were seen to significantly influence customer e-satisfaction with process quality having a greater impact. Service recovery positively influences outcome quality. Customer e-satisfaction was found to significantly influence customer e-loyalty. Process quality and service recovery significantly influence customer e-satisfaction while outcome quality did not have any impact on customer e-loyalty. Process quality seem to have more impact than service recovery and outcome quality on customer e-loyalty. The findings are in line with previous study. However, the influence of service recovery on outcome quality is something new this study has revealed.
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Mittal, Sheetal, Deepak Chawla, and Neena Sondhi. "Impulse buying tendencies among Indian consumers: scale development and validation." Journal of Indian Business Research 8, no. 3 (August 15, 2016): 205–26. http://dx.doi.org/10.1108/jibr-09-2015-0101.
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Purpose The purpose of this paper is to conceptualize, develop and validate the measurement of impulse buying tendency India, an emerging market in Asia. Design/methodology/approach The conceptualization of India’s impulse buying tendency (IBT) has been based on a review of academic literature and an analysis of qualitative data from 30 observations at retail stores and 25 in-depth consumer interviews. The scale’s reliability and validity were assessed by content, convergent, discriminant, nomological and predictive validity using statistical techniques such as exploratory factor analysis and confirmatory factor analysis. Findings A two-dimensional measure for IBT was developed for the Indian market, and then tested and validated using appropriate statistical measures. Research limitations/implications The study was skewed towards offline retail with both observations and interviews focusing on the bricks-and-mortar model. With e-retailing in India growing at a rapid rate, future research should extend the study and verify the IBT instrument’s validity specifically for impulse buying behaviour online. Originality/value To the best of authors’ knowledge, the present study is the first to bridge the gap in the existing research of impulse buying in context of emerging markets like India that are culturally, unlike both the western/developed and other Asian/emerging markets; and socio-economically, facing an interplay of variety of factors that are in a state of flux. The developed IBT scale would help by providing academics and practitioners with means of broadening their perspectives and understanding of retail behaviours in a context that is characterized by unprecedented consumer spending, increasing proliferation of modern retail and influence of a culture traditionally been given to simplicity and frugality.
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Shamsi, Sheeraz, Sablu Khan, and Mohd Afaq Khan. "Moderating effect of gender on service convenience and customer satisfaction: an empirical study of Indian e-retailers." LBS Journal of Management & Research 21, no. 1 (February 13, 2023): 64–80. http://dx.doi.org/10.1108/lbsjmr-07-2022-0038.
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PurposeThe present study has been carried out to assess the effect of constructs of service convenience on customer satisfaction of the Indian online shoppers.Design/methodology/approachThe primary data was collected through a structured questionnaire. Convenience sampling has been used to choose a sample (n = 260) of e-shoppers in India. Factor analyses (both EFA and CFA) have been done to validate different factors and its items. A conceptual model has been proposed to measure the effect of different factors of service convenience on customer satisfaction. Moreover, the perceived difference with respect to study variables has been measured. The path analysis through AMOS 22.0 has been done to test the hypotheses under study.FindingsIt can be concluded that the effect of access convenience, search convenience, and order convenience have significant effects on customer satisfaction. However, evaluation convenience and logistics and reverse logistics convenience have an insignificant effect on customer satisfaction. The present study has a unique contribution in the field of service convenience to e-retailing customers. Moreover, the present study indicates that gender does not moderate the effect of convenience on customer satisfaction.Originality/valueThis is one of the few papers that focuses solely on the effect of gender on service convenience and customer satisfaction. The findings will generate value with their originality and significant managerial implications for marketers, as well as future research directions for the researchers.
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Kautish, Pradeep, and Rajesh Sharma. "Managing online product assortment and order fulfillment for superior e-tailing service experience." Asia Pacific Journal of Marketing and Logistics 31, no. 4 (September 9, 2019): 1161–92. http://dx.doi.org/10.1108/apjml-05-2018-0167.
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PurposeThe purpose of this paper is to bridge together seemingly disparate yet interconnected paradigmatic antecedents of e-tailing and servicescape, i.e., product assortment, order fulfillment, shopping assistance and its consequences for shopping efficiency.Design/methodology/approachThe proposed conceptual model is well grounded in the extensive literature from e-tailing as well as retailing domain and to assess the plausibility of the model. Total 246 female online apparel shoppers were surveyed from an Indian university and the data were analyzed using structural equation modeling through SmartPLS.FindingsThe outcomes of the study indicate that the e-customer may derive a substantial share of shopping assistance and service interface through product assortment offered by e-tailing sites. Customer-perceived performance of this e-shopping process – a crucial element of e-tail servicescape – directly affects the shopping assistance, along with order fulfillment capability of retail scope.Research limitations/implicationsThe study used a sample of graduate students at a north-west university in India, which limits the generalizability of the research to other consumer groups. The paper links a significant body of literature within a conceptually developed framework and identifies key research areas in the e-tailing realm.Practical implicationsBy better understanding the role of product assortment as a value-added feature in online value co-creation process, the e-tail managers can leverage the proposed integrated capability to improve e-tailing performance and customer outcomes in the form of business.Social implicationsWith rapid advancements in internet-led communication, we are witnessing the dawn of a new era of e-tail innovations around us which is expected to change the way people experience shopping.Originality/valueThis research is an attempt to enrich the level of understanding about online shopping environment in light of relationships among virtual and physical facets of e-tail, i.e., product assortment, order fulfillment, shopping assistance and shopping efficiency. The authors investigate customer-perceived product assortment performance in e-tailing and its significances on shopping outcomes.
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Krithika, S. "Human Resource Practices In The Organised Retail Sectors." International Review of Business and Economics 4, no. 2 (2020): 238–44. http://dx.doi.org/10.56902/irbe.2020.4.2.34.
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Indian organized retail market is growing at a fast pace due to the boom in the India retail industry. In 2005, the retail industry in India amounted to Rs 10,000 billion accounting for about 10% to the country’s GDP. The organized retail market in India out of this total market accounted for Rs 350 billion which is about 3.5% of the total revenues. Traditionally the retail industry in India was largely unorganized, comprising of drug stores, medium, and small grocery stores. Most of the organized retailing in India have started recently and is concentrating mainly in metropolitan cities. The growth in the Indian organized retail market is mainly due to the change in the consumer’s behavior. This change has come in the consumer due to increased income, changing lifestyles, and patterns of demography which are favorable. Now the consumer wants to shop at a place where he can get food, entertainment, and shopping all under one roof. This has given Indian organized retail market a major boost. Retail market in the organized sector in India is growing can be seen from the fact that 1500 supermarkets, 325 departmental stores, and 300 new malls are being built. Many Indian companies are entering the Indian retail market which is giving Indian organized retail market a boost. One such company is the Reliance Industries Limited. It plans to invest US$6billionintheIndianretailmarket by opening 1000 hypermarkets and 1500 supermarkets. Pantaloons are another Indian company which plans to increase its retail space to 30 million square feet with an investment of US$ 1 billion. Bharti Telecoms an Indian company is in talks with Tesco a global giant for a £ 750 million joint venture. A number of global retail giants such as Walmart, Carrefour, and Metro AG are also planning to set up shop in India. Indian organized retail market will definitely grow as a result of all this investments. Indian organized retail market is increasing and for this growth to continue the Indian retailers as well as government must make a combined effort. The Indian retail industry has emerged as one of the most dynamic and fast-paced industries due to the entry of several new players. Total consumption expenditure is expected to reach nearly US$ 3,600 billion by 2020 from US$ 1,824 billion in 2017. It accounts for over 10 per cent of the country’s Gross Domestic Product (GDP) and around 8 per cent of the employment. India is the world’s fifth-largest global destination in the retail space. India’s retail market is expected to increase by 60 per cent to reach US$ 1.1 trillion by 2020, on the back of factors like rising incomes and lifestyle changes by middle class and increased digital connectivity. Online retail sales are forecasted to grow at the rate of 31 per cent year-on-year to reach US$ 32.70 billion in 2018. Indian market has high complexities in terms of a wide geographic spread and distinct consumer preferences varying by each region necessitating a need for localization even within the geographic zones. India has highest number of outlets per person (7 per thousand) Indian retail space per capita at 2 sq ft (0.19 m2)/ person is lowest in the world Indian retail density of 6 percent is highest in the world. 1.8 million Households in India have an annual income of over 4.5 million (US$62,615.70). While India presents a large market opportunity given the number and increasing purchasing power of consumers, there are significant challenges as well given that over90%oftradeisconductedthrough independent local stores. Challenges include: Geographically dispersed population, small ticket sizes, complex distribution network, and little use of IT systems, limitations of mass media and existence of counterfeit goods. India is expected to become the world’s fastest growing e-commerce market, driven by robust investment in the sector and rapid increase in the number of internet users. Various agencies have high expectations about growth of Indian e-commerce markets. Luxury market of India is expectedtogrowtoUS$30billionby the end of 2018 from US$ 23.8 billion 2017 supported by growing exposure of international brands amongst Indian youth and higher purchasing power of the upper class in tier 2 and 3 cities, according to Assoc ham. The Indian retail trading has received Foreign Direct Investment (FDI) equity inflows totaling US$ 1.42 billion during April 2000–June 2018, according to the Department of Industrial Policies and Promotion (DIPP). With the rising need for consumer goods in different sectors including consumer electronics and home appliances, many companies have invested in the Indian retail space in the past few months. Beckons, a South Korean designer brand is set to enter the Indian market with an investment of about Rs 1.00 billion (US$ 14.25 million) and open 50 stores by June 2019. Wal-Mart Investments Cooperative U.A has invested Rs 2.75 billion (US$ 37.68 million) in Wal-Mart India Pvt Ltd. The Government of India has taken various initiatives to improve the retail industry in India. The Government of India may change the Foreign Direct Investment (FDI) rules in food processing, in a bid to permit e-commerce companies and foreign retailers to sell Made in India consumer products. Government of India has allowed 100 per cent Foreign Direct Investment (FDI) in online retail of goods and services through the automatic route, thereby providing clarity on the existing businesses of e-commerce companies operating in India. E-commerce is expanding steadily in the country. Customers have the ever increasing choice of products at the lowest rates. E-commerce is probably creating the biggest revolution in the retail industry, and this trend would continue in the years to come. India’s e-commerce industry is forecasted to reach US$ 53 billion by 2018. Retailers should leverage the digital retail channels (e-commerce), which would enable them to spend less money on real estate while reaching out to more customers in tier-2 and tier-3 cities. It is projected that by 2021 traditional retail will hold a major share of 75 per cent, organized retail share will reach 18 per cent and e-commerce retail share will reach 7 per cent of the total retail market. Nevertheless, the long- term outlook for the industry is positive, supported by rising incomes, favorable demographics, entry of foreign players, and increasing urbanization.
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Sahay, Neha. "Shopping mall vs Online Retail- Consumer shopping preference in the city of Bengaluru." International Journal for Research in Applied Science and Engineering Technology 9, no. 11 (November 30, 2021): 1400–1406. http://dx.doi.org/10.22214/ijraset.2021.38949.
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Abstract: Ever since the first fully enclosed and climate controlled mall opened in the United States in 1956 It has caught the fancy of consumers. It revolutionized the way retail was looked at. With everything available under one roof, customers thronged the air-conditioned environments to shop in comfort. Slowly they evolved into a recreation space, with multiplex, food courts, gaming zones which ensured that there was something for everyone in a mall. The replicas were erected all across the world, and embraced with much gusto, as malls became the symbol of urbanization and aspirations for developing nations. In the last two decades or so, India has seen a massive boom in no. and size of a shopping mall. It seemed malls are here to stay even though the high value shoppers were decreasing steadily and the only places you could see crowds were the food courts and the multiplexes, or some large lifestyle stores. The mid and smaller size stores renting out exorbitantly priced floor spaces were starting to wear deserted looks. Then the Covid-19 pandemic hit and forced millions to their homes for months. With shops and malls closed, the online retail exploded and became one of the biggest happening of the last two years. Sitting in comforts of their homes, people were buying food, clothes, electronics, furniture from all over the country, offered to them at an eye watering discount which the physical stores could never match. So has the consumer preference changed in favour of online shopping or malls are still favoured once the lockdown is lifted ?Given the Strong commercial impact that malls have had on Indian retail economy, an attempt was made to understand shopping preference of the consumers in the city of Bengaluru through a questionnaire survey collecting 120 responses. The analysis revealed that consumers still prefer offline shopping for clothes, shoes and accessories. While online shopping is preferred for household items. Groceries, Beauty & cosmetics, Electronics were equally preferred through online or offline mode. Participants were also inclined towards having more open public spaces and sports related facilities in the mall indicating that in Bengaluru malls are also places to socialise and spend quality time together rather than mere shopping spaces. Keywords: E-Commerce, Retailing, Consumer Behaviour, Shopping Preferences, Shopping malls
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Sahi, Gurjeet Kaur, Harjit Singh Sekhon, and Tahira Khanam Quareshi. "Role of trusting beliefs in predicting purchase intentions." International Journal of Retail & Distribution Management 44, no. 8 (August 8, 2016): 860–80. http://dx.doi.org/10.1108/ijrdm-10-2015-0157.
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Purpose India’s retail sector is going through a significant transitional period with the internet as a new distribution channel becoming more common. Given the barriers to adoption, the purpose of this paper is to understand the role played by trusting beliefs when engaging with an online retailer. In the Indian market, online vending is expected to increase at a rate of 35 per cent per annum, and by understanding trusting beliefs retailers will be able to develop their market share by developing appropriate and/or innovative strategies. Design/methodology/approach The work is based on a sample of more than 200 internet customers in India. In understanding the data and the relationships that emerged from the modelling, the authors used a range of tools to analyse the data, including CFA and structural equation modelling. The authors also used descriptive statistics to provide a holistic overview of response profiles. Findings The study reveals that trusting beliefs are negatively influenced by an uncertainty avoidance culture and positively influenced by a firm’s image and a customer’s price awareness. Moreover, purchase intentions (PIs) are significantly enhanced by trusting beliefs in an online environment. Hence, it leads us to conclude that PIs can be augmented by facilitating and ensuring good quality service by placing special emphasis on timeliness, accuracy and conditions of the order, security and privacy paradigms, aftersales services, etc. Research limitations/implications As can be seen, the internet is an emergent tool for retailers in India. By understanding trusting beliefs, retailers will be able to better understand customers’ behaviour and thus design management strategies accordingly. Although this is likely to take more than a decade, as internet retailing becomes embedded it may have a detrimental effect on the historical channel to market, thus altering the country’s retail landscape which is currently dominated by small retailers. Practical implications The work’s findings are insightful for those seeking to maximize the opportunities presented by the internet as a channel to market. The works shows how the channel is influenced and thus how it can be managed. In making the contribution the authors provide guidance in terms of operational activity to engage with potential customers. Originality/value This paper examines trusting beliefs when using the internet as a channel to market and in doing so it makes a new contribution because it establishes links with culture and other factors. For the research venue the authors use a developing market and therefore the findings are applicable to markets with similar characteristics.
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Jayakumar, Tulsi. "Behavioral lessons from Flipkart’s Big-Billion Day sale." Competitiveness Review 26, no. 4 (July 18, 2016): 453–75. http://dx.doi.org/10.1108/cr-03-2015-0019.
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Purpose The purpose of this paper is to understand the behavioral lessons and managerial implications of deep discount strategies used by e-commerce firms to gain a competitive advantage over rivals. The paper seeks to understand the behavioral aspects of consumer and competitor response to such online sales, particularly with reference to e-satisfaction and e-loyalty. The case study seeks to: understand the behavioral aspects of utility and customer satisfaction; understand the behavioral aspects influencing customer attitudes, preferences and choice; understand heuristics involved in consumer decision-making; and understand possible firm strategies based on a thorough analysis of behavioral influencers of customer decisions. Design/methodology/approach The paper follows a case study approach. Secondary data sources from the library, company website and newspaper articles have been used to build a case which would encourage students to discuss and analyze the application of principles of behavioral economics to marketing problems faced especially by e-retailers. It uses Flipkart’s botched-up Big-Billion Day sale to drive home lessons in behavioral economics to marketers. Findings With growing internet penetration, e-retail presents high potential in India along with its BRICS peers. However, the task of grabbing customer mindshare, as also a share of wallet of the growing Indian purchasing power through monster discounts and deals by e-tailers may not work. Firms such as Flipkart may strategize using principles of behavioral economics including confirmatory bias, framing effects, reference points, principles of loss aversion, heuristics and the peak–end rule to influence customer decision-making in their favor. They must also guard against any incidents/events which invoke the representativeness heuristic or negative confirmatory biases towards e-commerce portals. Practical implications E-tailers in countries like India should understand the behavioral implications of deep discount strategies and deals offered by them as a means of gaining competitive advantage. Attention to e-service outcome quality and e-service recovery is important. Originality/value The case is unique in its applications of behavioral economics principles to e-retailing in India. It seeks to apply behavioral principles to a major e-commerce marketing event in India. With the e-commerce industry likely to boom in India, the case study provides unique insights into competitive pricing strategies adopted by e-retailers and the feasibility thereof.
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Kureshi, Sonal, and Sujo Thomas. "Online grocery retailing – exploring local grocers beliefs." International Journal of Retail & Distribution Management 47, no. 2 (April 16, 2019): 157–85. http://dx.doi.org/10.1108/ijrdm-05-2018-0087.
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Purpose The purpose of this paper is to understand the beliefs of local grocery retailers about online grocery retailing. Using the theory of planned behavior (TPB), the study explores the outcome, normative and control beliefs held by the local grocers about online grocery retailing which would eventually translate into behavior. Factors influencing local grocers intention to participate or refusing to participate in the online grocery retailing was investigated. Design/methodology/approach In total, 20 in-depth interviews with local grocery retailers were conducted ranging from small to large sized retail stores from a city in the western part of India. The sample included two groups of local grocers – first, grocers who partnered with online retailers as suppliers. This group included those retailers who had partnered but discontinued later and second, grocers who had not partnered with online retailers. In-depth interviews with the local grocery retailers were conducted using TPB as a basis to uncover local grocers’ beliefs toward online grocery retailing and predict their behavior. Findings The outcome beliefs were classified into five broad heads – business expansion; gaining visibility and reputation; customer expectations; inventory management; and margins, costs and technical issues. The normative belief was that the actions and response to online grocery retailing would be governed by their referent group – the consumers. The main control belief was that partnering with online grocery retailing would result in loss of control regarding their business operations. Research limitations/implications The results indicated that in a country like India especially in small to medium size towns, online grocery retailers would have to think of creative ways to involve the local grocery retailers to grow their business. The local grocers due to their size were able to adapt to the requirements of their referent consumers without any additional cost. They were unlikely to give up control regarding how they run their business. The main limitation of this study was the exploratory nature of this study which makes it difficult to prioritize the importance given to each belief. The study sample was restricted to one city in India, and future studies could include other cities. Practical implications The findings have practical implications for online grocery retailers who wish to expand into emerging markets like India. It provides understanding about the local grocery retailers who were the major competitors of online grocery retailers. It provides direction to integrate and partner with the local grocers and utilize them for mutual benefits. Originality/value Given the absence of academic literature in the public domain, this study provides a platform for future studies in this area. This paper is a systematic attempt to uncover the underlying beliefs of local grocery retailers who were the key players in the grocery retailing business.
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Tandon, Urvashi, Ravi Kiran, and Ash Sah. "Analyzing customer satisfaction: users perspective towards online shopping." Nankai Business Review International 8, no. 3 (August 7, 2017): 266–88. http://dx.doi.org/10.1108/nbri-04-2016-0012.
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Purpose This study aims to identify and analyse the key determinants influencing customer satisfaction towards online shopping in India. Design/methodology/approach The literature concerning major attributes of website functionality, perceived usability, perceived usefulness and customer satisfaction in online retailing were reviewed. Data were collected from 365 respondents active in online shopping for examining the constructs. The model was empirically tested using structural equation modelling. Findings The findings of the study reveal that perceived usefulness and website functionality have a positive impact on customer satisfaction, whereas perceived usability had a significant but negative impact on customer satisfaction. Practical implications This research will help online retailers to attract and motivate new customers for online shopping and existing customers to extend it in their daily purchase. Online retailers can improve post purchase satisfaction and eventually increase online customers. Originality/value This is one of the preliminary study dealing with customer satisfaction towards online retailing in India. The scale has been extended to include items like satisfaction with cash on delivery mode of payment not included in previous scales. The scale of perceived usefulness has also been deepened by adding time performance, product performance and promotional performance.
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Sandhe, Ashutosh Anil. "Consumer Based Brand Equity and Attitude Towards Leading Online Shopping Websites in India." International Journal of Advances in Management and Economics 8, no. 5 (August 30, 2019): 16–27. http://dx.doi.org/10.31270/ijame/v08/i05/2019/3.
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The focus of this research was to measure consumer-based brand equity (CBBE) of India’s top online retailing websites Amazon and Flipkart. However, for the sake of confidentiality and copyright, their names were not revealed anywhere in the paper. This was done with the help of Aaker’s and Keller’s concept of brand equity. A sample of 1000 respondents from across the state of Gujarat, India was taken. Data was collected through a structured questionnaire. CBBE was measured by calculating mean scores of overall brand equity and its factors. The factors were brand loyalty, perceived quality, brand awareness, brand association, attitude and purchasing intention. The correlation coefficient between factors and brand equity was considered as weight. The research revealed through the data which retail site had a higher brand equity. One interesting fact that was identified was how keenly both the brands are trying to woo their customers. The results showed very similar trends. A positive relation was found between brand equity and its factors. Based on this relationship the research concluded with a regression model where brand equity was the dependent variable and factors were independent variables. It was observed that the factor ‘brand loyalty’ had the lowest mean value suggesting that with competition and wider choice to consumer, brand loyalty tends to be lower. Favorable attitude was observed for both brands with highest mean values among all factors. Keywords: Brand Loyalty, CBBE, Perceived Quality, Brand Awareness, Brand Association, Attitude, Purchasing Intention.
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Khaled, Amgad S. D., Khalid Mohammed Alomari, Khaled (M,K) Ismail AlshakeTheep, and Abdullah Mohammed Mahdi Ahmed. "An Empirical Study of Convenience of Online Services and Purchases." Journal of Computational and Theoretical Nanoscience 17, no. 9 (July 1, 2020): 4627–34. http://dx.doi.org/10.1166/jctn.2020.9290.
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The research provides a substantial reference from a retail point of view, considering the significance of service convenience, and it impact on customer loyalty, loyalty intention and customer’s trust with the services. The research provides a substantial reference from a retail point of view, considering the significance of service promotion, to the impact of service comfort on consumer purchasing behavior. It is a primary data research where data was collected through questionnaire and for analysis purpose AMOS and SPSS softwares have been used. A convenient sampling method was applied to select the convenience goods customers. This was done by randomly selecting respondents. The member’s examples were taken from Aurangabad, Banaras, Aligarh, Delhi and NCR locale. Different tools has been taken in this study. The study found that trust in e-retailing doesn’t affect dependability aim, which is not at all like past investigations. The study conclude that consumer loyalty doesn’t prompt the reliability aim of clients. The current examination has an extraordinary commitment in the arena of the post-buy conduct of the clients in the e-retailing division. The study is useful to e-commerce retailers who provide help in India. It helps to develop the administration and the strategies used to keep customers steady and productive.
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Bhat, Suhail Ahmad, Ajaz Akbar Mir, and Sheikh Basharul Islam. "Scale Purification and Validation: A Methodological Approach to Sustainable Online Retailing." Vikalpa: The Journal for Decision Makers 47, no. 3 (September 2022): 217–34. http://dx.doi.org/10.1177/02560909221123632.
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Sustainability in the e-commerce business has created an overwhelming interest among practitioners and researchers. The different business models adopted by the e-retailers in India lack sustainable aspects, hindering them from generating sustainable revenues. To accomplish such goals, e-retailers need to focus on sustainable factors such as trust, innovation, timely delivery of goods, usability, internet speed and customer support service. In view of this, the article is aimed to create an instrument that captures sustainable online retailing by developing, measuring and empirically validating a scale. The validity of the scale was established by adopting a proper psychometric scale development procedure. The study found that after applying various judgmental and statistical criteria to the initial scale of 26 items, 17 items were retained with the removal of nine items sequentially at different steps. The dropped items could not meet the set thresholds of different criterion. Results of the study suggested that trust and internet speed in the present context are key determinants of sustainable e-retailing. The study focused on the online retail sector only. Methodological developments in other areas might lead to different results if the chosen criteria were to be repeated there. Both judgmental and statistical procedures need to be used with proper consensus. The practical implications of the study involve five constructs that e-marketers and practitioners could adopt to provide better customer experience resulting in higher customer satisfaction. The authors demonstrated a detailed procedure for scale purification. This procedure will help researchers in this area and in adjacent disciplines build greater consistency regarding applying methodological steps in scale purification. It will also assist reviewers and editors with tools to identify methodological errors while making review decisions. Such a scale will help in bringing standardization of the research carried out in sustainable online retailing.
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Thenmozhi, Salem, Sundaram Vijayanand, and Arunachalam Arumugam. "A study on impact of online service quality on customer satisfaction in e-retailing business." Serbian Journal of Management 17, no. 1 (2022): 61–71. http://dx.doi.org/10.5937/sjm17-25927.
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This paper checks the effect of service quality in the online retail business on customer satisfaction along with the association of the demographic variables through the opinion from the respondents particularly 524 college students in India selected through purposive sampling method. The goodness of model fit was found using Structural equation Modelling (SEM) of AMOS and the relationship between e-service quality and customer satisfaction was analyzed through Inter - correlation and Regression analysis. The results show that e-service quality factors have a positive impact and also highlighted as a significant predictor for customer satisfaction. The study also revealed that service recovery is acting as a mediating factor between service failure and customer satisfaction. The output of this study will support the online retailers to formulate their strategies in view to provide very good and excellent services to their customers.
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Sandhe, Ashutosh Anil. "A descriptive study of brand equity of india's popular online shopping sites." Independent Journal of Management & Production 11, no. 2 (April 1, 2020): 324. http://dx.doi.org/10.14807/ijmp.v11i2.1066.
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The focus of this research was to measure consumer-based brand equity (CBBE) of India’s most popular online retailing websites Amazon and Flipkart. However, for the sake of confidentiality and copyright, their names were not revealed anywhere in the paper. This was done with the help of Aaker’s and Keller’s concept of brand equity. A sample of 1000 respondents from across the state of Gujarat, India was examined. CBBE was measured by calculating mean scores of overall brand equity and its factors like brand loyalty, perceived quality, brand awareness, brand association, attitude and purchasing intention. The correlation coefficient between factors and brand equity was considered as weight. The research revealed through the data which retail site had a higher brand equity. One interesting fact that was identified was how keenly both the brands are trying to woo their customers. The results showed very similar trends. A positive relation was found between brand equity and its factors. Based on this relationship the research concluded with a regression model where brand equity was the dependent variable and factors were independent variables. It was observed that the factor ‘brand loyalty’ had the lowest mean value suggesting that with competition and wider choice to consumer, brand loyalty tends to be lower. Favorable attitude was observed for both brands with highest mean values among all factors.
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Joshi, Sudhanshu, Manu Sharma, Priya Bisht, and Sumanjeet Singh. "Explaining the Factors Influencing Consumer Perception, Adoption Readiness, and Perceived Usefulness toward Digital Transactions: Online Retailing Experience of Millennials in India." Journal of Operations and Strategic Planning 4, no. 2 (November 16, 2021): 202–23. http://dx.doi.org/10.1177/2516600x211052649.
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The present study intends to identify and evaluate the factors affecting the perception and readiness of young online shoppers regarding digital transactions. Thirty variables were identified through systematic literature review that can influence consumers’ perception of digital transactions. Data were collected from 525 millennials from north India. After performing factor analysis, five broad factors were identified namely (a) personal characteristics and incentives, (b) knowledge technical capability, (c) perceived usefulness, (d) sense of security, and (e) transaction risk, which affect the perception and intention as well as adaption of young consumers regarding the digital transactions. Using regression analysis, factors affecting consumer’s perception and readiness regarding digital transactions are modeled out. The study also examines the influence on intention to adopt digital transactions and the actual adaption of digital transactions. Further, the study concludes that consumer intention to make digital transactions mediates the relationship between factors of digital transactions and digital transaction adaption behavior.
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Ahmad, Asad, Obaidur Rahman, and Mohammed Naved Khan. "Exploring the role of website quality and hedonism in the formation of e-satisfaction and e-loyalty." Journal of Research in Interactive Marketing 11, no. 3 (August 14, 2017): 246–67. http://dx.doi.org/10.1108/jrim-04-2017-0022.
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Purpose The purpose of this study is to explore the factors that help in building e-loyalty towards online retailers. Internet has brought the world market into a single platform. Marketers have started using Internet as a new and innovative way to interact and reach people all around the world. With the increase in the number of Internet users, the number of e-marketers has also increased. In the context of online retailing, the service quality being offered is increasingly being used as a tool for competitive advantage. E-tailers are embracing superior e-services to attract, retain and convert patrons into loyal customers. Design/methodology/approach The researchers in the present study have used a research instrument that consists of constructs of the modified eTailQ scale, hedonism and e-satisfaction that together result in the formation of e-loyalty. Researcher-controlled sampling was employed to collect data from 159 student respondents. Findings Exploratory factor analysis, confirmatory factor analysis and structural equation modelling were applied for analysing the collected data. The results of the study demonstrate that major factors which help in the formation of e-loyalty are e-satisfaction, customer service, privacy and hedonism. Originality/value This study extends the understanding of the role of e-satisfaction, customer service, privacy and hedonism in the formation of loyal consumers. The researchers proposed a model to study the factors impacting the e-loyalty of the Internet shoppers in India. The findings of the study are expected to help both researchers and marketers.
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Tirpude, Raman. "Study of Impact of Digital marketing on Consumer Buying Behaviour for Electronic Goods." International Journal for Research in Applied Science and Engineering Technology 10, no. 2 (February 28, 2022): 905–9. http://dx.doi.org/10.22214/ijraset.2022.40348.
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Abstract: The buying behavior of consumer is changing at a faster rate in the customer oriented market environment. Consumer behaviour differs when it involves the merchandise, price, features, quality, packaging, buying behaviour, status, generation, age of the customer etc. however, youth is that the most intricate group to correspond with. The changing preferences of the present day youth affects the buying pattern with trends and fashion. Therefore, Marketers spend crores of rupees and invest an excessive amount of time on marketing research per annum to spot and predict the changing youth behaviour. Now digital platforms has posed many challenges to the marketer in the retail segment. The present generation is more fascinated with the web shopping than the traditional buying. The marketers are forced to introduce the innovative way of selling due to the pressure of the younger generation’s buying behaviour. Customers use the web not only to shop for the merchandise online, but also to match prices, product features and after sale service facilities the desire receive. In addition to the tremendous potential of the E-business market, the web provides a singular opportunity for companies to more efficiently reach existing and potential customers. The popular digital retailing companies in India are Myntra, Flipkart Snap deal, Amazon.com and e-Bay etc. The five dominant factors which influence consumer perceptions for digitalshopping are information, easy to use, satisfaction, security, proper utilization of available information to compare the different products. Keywords: Customer, Digital shopping, Digital marketing, Buying Behaviour
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Rishi, Bikramjit, Ashish Kapoor, and Sameer Bhatia. "AaramShop.com reinventing the e-grocery wheel in India." Emerald Emerging Markets Case Studies 6, no. 2 (June 14, 2016): 1–28. http://dx.doi.org/10.1108/eemcs-06-2015-0138.
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Subject area Marketing. Study level/applicability The courses in which this case can be used include e-business, e-commerce, digital marketing, retailing and marketing strategy. This case can be used to teach MBA students. This case is also having the equal relevance for the executive programmes. Case overview AaramShop is digitizing the Grocery General Trade ecosystem. There are of millions of neighbourhood kirana stores spread across all the cities of India. AaramShop is bringing these neighbourhood kirana stores online, and making them not only e-commerce-ready but also capable of using technology to take their stores to the next level in terms of service and delivery. The case lists out the issues and challenges faced by AaramShop. Expected learning outcomes This case challenges the participants to understand the new business model in the e-commerce space. The participants can look at the different angles of the business model proposition, namely, how AaramShop approach delivers on the retailer proposition, consumer proposition and the brands proposition. The participants can also be sensitized about the obstacles in making the business model more successful. These obstacles can be posed by the retailers, consumers or brands. The case will lead to a discussion about the logistics model opportunity available to Aaramshop.com. Supplementary materials Teaching notes are available for educators only. Please contact your library to gain login details or email support@emeraldinsight.com to request teaching notes. Subject code CSS 8: Marketing
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Anggara, Ahmad Khabib Dwi, and Ririn Tri Ratnasari. "Pengaruh Store Attribute terhadap Customer Experience dan Brand Loyalty." Jurnal Ekonomi Syariah Teori dan Terapan 9, no. 3 (May 31, 2022): 379–87. http://dx.doi.org/10.20473/vol9iss20223pp379-387.
Full textAbstract:
ABSTRAK Industri fashion muslim di Indonesia saat ini sedang mengalami transformasi besar yang didorong oleh beberapa tren. Seiring dengan adanya transformasi teknologi saat ini, media sosial sebagai tempat berekspresi diri mendorong munculnya fast fashion yang mengacu pada praktik industri di mana pelaku industri fashion menawarkan berbagai macam produk baru dengan konsep pergantian mode yang cepat dan paling disukai pasar. Penelitian ini bertujuan untuk mengetahui bagaimana pengaruh store attribute terhadap customer experience, dan brand loyalty pada toko Hijup. Pengumpulan data dilakukan dengan kuesioner yang melibatkan 150 responden yang pernah mengunjungi dan berbelanja di toko Hijup dalam 12 bulan terakhir. Metode Path Analysis dilakukan untuk mengetahui bagaimana store attributes mempengaruhi customer experience dan brand loyalty dalam industri ritel fashion. Hasil penelitian menunjukkan bahwa store attribute memiliki pengaruh positif signifikan terhadap customer experience di dalam toko Hijup. Kemudian, ditemukan juga pengaruh positif signifikan antara customer experience terhadap brand loyalty. Adanya penelitian ini diharapkan dapat membantu toko Hijup sebagai pelaku retail khususnya di industri fashion muslim untuk meningkatkan store attribute mereka sehingga para peretail dapat menciptakan loyalitas bagi konsumen mereka. Kata kunci: Store Attribute, Customer Experience, Brand Loyalty, Toko Hijup. ABSTRACT The Muslim fashion industry in Indonesia is currently undergoing a major transformation shared by several trends. Along with the current technological transformation, social media as a place for self-expression encourages the emergence of fast fashion which refers to industrial practices where fashion industry players offer a variety of new products with the concept of rapid change and are most favored by the market. This study aims to determine how the influence of store attributes on customer experience, and brand loyalty at Hijup stores. Data were collected using questionnaires involving 150 respondents who had visited and purchased at Hijup stores in the last 12 months. The path Analysis method was conducted to find out how store attributes affect customer experience and brand loyalty in the fashion retail industry. The results showed that store attributes had a significant positive effect on customer experience in Hijup stores. Then, it was also found that there was a significant positive effect between customer experience on brand loyalty. This research is expected to help Hijup stores as retail players, especially in the Muslim fashion industry to increase their store attributes so that retailers can create loyalty for their consumers. Keywords: Store Attribute, Customer Experience, Brand Loyalty, Hijup Store. DAFTAR PUSTAKA Bıçakcıoğlu, N., Ilayda, İ., & Bayraktaroğlu, G. (2016). Antecedents and outcomes of brand love: the mediating role of brand loyalty. Journal of Marketing Communications, 24(8), 1–15. https://doi.org/10.1080/13527266.2016.1244108 Bilgihan, A. (2016). Gen Y customer loyalty in online shopping: An integrated model of trust, user experience and branding. Computers in Human Behavior, 61, 103–113. https://doi.org/10.1016/j.chb.2016.03.014 BRP & Windstream E. (2018). Retail’s digital crossroads: The race to meet shopper expectations. Retrieved from https://www.windstreamenterprise.com/wp-content/uploads/2018/07/windstream-retail-pov.pdf Choi, T. (2013). Fast fashion systems: Theories and applications. Florida USA: CRC Press. Finn, A. (2004). A reassessment of the dimensionality of retail performance: a multivariate generalizability theory perspective. Journal of Retailing and Consumer Services, 11(4), 235-245. http://dx.doi.org/10.1016/S0969-6989(03)00050-X Gentile, C., Spiller, N., & Noci, G. (2007). How to sustain the customer experience: an overview of experience components that co-create value with the customer. European Management Journal, 25(5), 395-410. https://doi.org/10.1016/j.emj.2007.08.005 Ghosh, P., Tripathi, V., & Kumar, A. (2010). Customer expectations of store attributes: A study of organized retail outlets in India. Journal of Retail & Leisure Property, 9(1), 75-87. Giddens. (2002). Customer loyalty: Menumbuhkan dan mempertahankan kesetiaan pelanggan. Jakarta: Erlangga. Hartman, K. B., & Spiro, R. L. (2005). Recapturing store image in customer-based store equity: a construct conceptualization. Journal of Business Research, 58(8), 1112-1120. https://doi.org/10.1016/j.jbusres.2004.01.008 Jackson, C. (2006). Driving brand loyalty on the web. DMI Review, 17(1), 62-67. https://doi.org/10.1111/j.1948-7169.2006.tb00031.x Khan, I., Hollebeek, L. D., Fatma, M., Islam, J. U., & Arkonsuo, L. R. (2020). Customer experience and commitment in retailing: Does customer age matter? Journal of Retailing and Consumer Services, 57. https://doi.org/10.1016/j.jretconser.2020.102219 Lemon, K. N., & Verhoef, P. V. (2016). Understanding customer experience throughout the customer journey. Journal of Marketing, 80(6), 69–96. https://doi.org/10.1509%2Fjm.15.0420 Lindquist, J. D. (1974). Meaning of image. Journal of Retailing, 50(4), 29-38. Mohd-Ramly, S., & Omar, N. A. (2017). Exploring the influence of store attributes on customer experience and customer engagement. International Journal of Retail & Distribution Management, 45(11), 1138–1158. https://doi.org/10.1108/IJRDM-04-2016-0049. Jain, R., Aagja, J., & Bagdare, S. (2017). Customer experience–a review and research agenda. Journal of Service Theory and Practice, 27(3), 642–662. https://doi.org/10.1108/JSTP-03-2015-0064. Nikhashemi, S. R., Tarofder, A. K., Gaur, S. S., & Haque, A. (2016). The Effect of customers’ perceived value of retail store on relationship between store attribute and customer brand loyalty: Some insights from Malaysia. Procedia Economics and Finance, 37, 432–438. https://doi.org/10.1016/S2212-5671(16)30148-4 Machtiger, Kate. (2020). What will the retail experience of the future look like?. Harvard Business Review. Retrieved from https://hbr.org/2020/06/what-will-the-retail-experience-of-the-future-look-like Shaw, C., & Ivens, J. (2007). Building great customer experience. New York: Palgrave, Macmillan The Jakarta Post. (2020). Indonesia's e-commerce sales to surpass India's. Retrieved from https://www.thejakartapost.com/news/2020/09/08/indonesias-e-commerce-sales-to-surpass-indias.html Verhoef, P. C., Lemon, K. N., Parasuraman, A., Roggeven, A., Tsiros, M., & Schlesinger, L. A. (2009). Customer experience creation: Determinants, dynamics and management strategies. Journal of Retailing, 85(1), 31–41. https://doi.org/10.1016/j.jretai.2008.11.001. Wang, C. H., & Ha, S. (2011). Store attributes influencing relationship marketing: A study of department stores. Journal of Fashion Marketing and Management: An International Journal, 15(3), 326–344. doi:10.1108/13612021111151923 Williams, L., Buoye, A., Keiningham, T. L., Aksoy, L. (2020). The practitioners’ path to customer loyalty: Memorable experiences or frictionless experiences? Journal of Retailing Consumer Service, 57. https://doi.org/10.1016/j.jretconser.2020.102215
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Anggara, Ahmad Khabib Dwi, and Ririn Tri Ratnasari. "Pengaruh Store Attribute terhadap Customer Experience dan Brand Loyalty." Jurnal Ekonomi Syariah Teori dan Terapan 9, no. 3 (May 31, 2022): 379–87. http://dx.doi.org/10.20473/vol9iss20223pp379-387.
Full textAbstract:
ABSTRAK Industri fashion muslim di Indonesia saat ini sedang mengalami transformasi besar yang didorong oleh beberapa tren. Seiring dengan adanya transformasi teknologi saat ini, media sosial sebagai tempat berekspresi diri mendorong munculnya fast fashion yang mengacu pada praktik industri di mana pelaku industri fashion menawarkan berbagai macam produk baru dengan konsep pergantian mode yang cepat dan paling disukai pasar. Penelitian ini bertujuan untuk mengetahui bagaimana pengaruh store attribute terhadap customer experience, dan brand loyalty pada toko Hijup. Pengumpulan data dilakukan dengan kuesioner yang melibatkan 150 responden yang pernah mengunjungi dan berbelanja di toko Hijup dalam 12 bulan terakhir. Metode Path Analysis dilakukan untuk mengetahui bagaimana store attributes mempengaruhi customer experience dan brand loyalty dalam industri ritel fashion. Hasil penelitian menunjukkan bahwa store attribute memiliki pengaruh positif signifikan terhadap customer experience di dalam toko Hijup. Kemudian, ditemukan juga pengaruh positif signifikan antara customer experience terhadap brand loyalty. Adanya penelitian ini diharapkan dapat membantu toko Hijup sebagai pelaku retail khususnya di industri fashion muslim untuk meningkatkan store attribute mereka sehingga para peretail dapat menciptakan loyalitas bagi konsumen mereka. Kata kunci: Store Attribute, Customer Experience, Brand Loyalty, Toko Hijup. ABSTRACT The Muslim fashion industry in Indonesia is currently undergoing a major transformation shared by several trends. Along with the current technological transformation, social media as a place for self-expression encourages the emergence of fast fashion which refers to industrial practices where fashion industry players offer a variety of new products with the concept of rapid change and are most favored by the market. This study aims to determine how the influence of store attributes on customer experience, and brand loyalty at Hijup stores. Data were collected using questionnaires involving 150 respondents who had visited and purchased at Hijup stores in the last 12 months. The path Analysis method was conducted to find out how store attributes affect customer experience and brand loyalty in the fashion retail industry. The results showed that store attributes had a significant positive effect on customer experience in Hijup stores. Then, it was also found that there was a significant positive effect between customer experience on brand loyalty. This research is expected to help Hijup stores as retail players, especially in the Muslim fashion industry to increase their store attributes so that retailers can create loyalty for their consumers. Keywords: Store Attribute, Customer Experience, Brand Loyalty, Hijup Store. DAFTAR PUSTAKA Bıçakcıoğlu, N., Ilayda, İ., & Bayraktaroğlu, G. (2016). Antecedents and outcomes of brand love: the mediating role of brand loyalty. Journal of Marketing Communications, 24(8), 1–15. https://doi.org/10.1080/13527266.2016.1244108 Bilgihan, A. (2016). Gen Y customer loyalty in online shopping: An integrated model of trust, user experience and branding. Computers in Human Behavior, 61, 103–113. https://doi.org/10.1016/j.chb.2016.03.014 BRP & Windstream E. (2018). Retail’s digital crossroads: The race to meet shopper expectations. Retrieved from https://www.windstreamenterprise.com/wp-content/uploads/2018/07/windstream-retail-pov.pdf Choi, T. (2013). Fast fashion systems: Theories and applications. Florida USA: CRC Press. Finn, A. (2004). A reassessment of the dimensionality of retail performance: a multivariate generalizability theory perspective. Journal of Retailing and Consumer Services, 11(4), 235-245. http://dx.doi.org/10.1016/S0969-6989(03)00050-X Gentile, C., Spiller, N., & Noci, G. (2007). How to sustain the customer experience: an overview of experience components that co-create value with the customer. European Management Journal, 25(5), 395-410. https://doi.org/10.1016/j.emj.2007.08.005 Ghosh, P., Tripathi, V., & Kumar, A. (2010). Customer expectations of store attributes: A study of organized retail outlets in India. Journal of Retail & Leisure Property, 9(1), 75-87. Giddens. (2002). Customer loyalty: Menumbuhkan dan mempertahankan kesetiaan pelanggan. Jakarta: Erlangga. Hartman, K. B., & Spiro, R. L. (2005). Recapturing store image in customer-based store equity: a construct conceptualization. Journal of Business Research, 58(8), 1112-1120. https://doi.org/10.1016/j.jbusres.2004.01.008 Jackson, C. (2006). Driving brand loyalty on the web. DMI Review, 17(1), 62-67. https://doi.org/10.1111/j.1948-7169.2006.tb00031.x Khan, I., Hollebeek, L. D., Fatma, M., Islam, J. U., & Arkonsuo, L. R. (2020). Customer experience and commitment in retailing: Does customer age matter? Journal of Retailing and Consumer Services, 57. https://doi.org/10.1016/j.jretconser.2020.102219 Lemon, K. N., & Verhoef, P. V. (2016). Understanding customer experience throughout the customer journey. Journal of Marketing, 80(6), 69–96. https://doi.org/10.1509%2Fjm.15.0420 Lindquist, J. D. (1974). Meaning of image. Journal of Retailing, 50(4), 29-38. Mohd-Ramly, S., & Omar, N. A. (2017). Exploring the influence of store attributes on customer experience and customer engagement. International Journal of Retail & Distribution Management, 45(11), 1138–1158. https://doi.org/10.1108/IJRDM-04-2016-0049. Jain, R., Aagja, J., & Bagdare, S. (2017). Customer experience–a review and research agenda. Journal of Service Theory and Practice, 27(3), 642–662. https://doi.org/10.1108/JSTP-03-2015-0064. Nikhashemi, S. R., Tarofder, A. K., Gaur, S. S., & Haque, A. (2016). The Effect of customers’ perceived value of retail store on relationship between store attribute and customer brand loyalty: Some insights from Malaysia. Procedia Economics and Finance, 37, 432–438. https://doi.org/10.1016/S2212-5671(16)30148-4 Machtiger, Kate. (2020). What will the retail experience of the future look like?. Harvard Business Review. Retrieved from https://hbr.org/2020/06/what-will-the-retail-experience-of-the-future-look-like Shaw, C., & Ivens, J. (2007). Building great customer experience. New York: Palgrave, Macmillan The Jakarta Post. (2020). Indonesia's e-commerce sales to surpass India's. Retrieved from https://www.thejakartapost.com/news/2020/09/08/indonesias-e-commerce-sales-to-surpass-indias.html Verhoef, P. C., Lemon, K. N., Parasuraman, A., Roggeven, A., Tsiros, M., & Schlesinger, L. A. (2009). Customer experience creation: Determinants, dynamics and management strategies. Journal of Retailing, 85(1), 31–41. https://doi.org/10.1016/j.jretai.2008.11.001. Wang, C. H., & Ha, S. (2011). Store attributes influencing relationship marketing: A study of department stores. Journal of Fashion Marketing and Management: An International Journal, 15(3), 326–344. doi:10.1108/13612021111151923 Williams, L., Buoye, A., Keiningham, T. L., Aksoy, L. (2020). The practitioners’ path to customer loyalty: Memorable experiences or frictionless experiences? Journal of Retailing Consumer Service, 57. https://doi.org/10.1016/j.jretconser.2020.102215
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Jaysheelan, N., R. Hariharan, and G. P. Dinesh. "Has it Pierced or Yet To Pierce? A Critical Analysis of E-Retailing’s Penetration into Rural India using Extended Technology Acceptance [TAM2]." IRA-International Journal of Management & Social Sciences (ISSN 2455-2267) 6, no. 2 (February 27, 2017): 155. http://dx.doi.org/10.21013/jmss.v6.n2.p4.
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<div><p><strong><em>Genesis: </em></strong><em>Gone are those days when markets were associated with transactions involving physical cash; due to demonetization of high value currency notes India is now witnessing a giant leap of transformation towards digital economy. Cash transactions get replaced by mobile wallets, e-payments, bank transfers, online payments etc. this brings in greater degree of transparency into the system through high degree accountability of transactions.</em></p><p><em>Cashless economy needs adoption of technology [mobile internet] to proceed smoothly; urban India is positively skewed towards digital economy, but rural India is not well equipped and educated to adopt, use and substitute the physical transaction mechanisms with digital transaction mechanisms. </em></p><p><em>Major stake holders of rural weekly markets are farmers whose literacy rates and financial status are often scaled below par. Access to smart phone is certainly increasing among rural consumers, but to what extent they are willing to adopt the mobile internet technology as a means for executing financial transactions is a debatable question. </em></p><p><em>In order to steer the rural consumer’s trajectory towards digital payment mode in rural India, it is important to understand the factors/forces influencing the acceptance of technology among rural consumers, thereby strategies can be devised to sail over the tide of resistance easily.</em></p><p><strong><em>Approach: </em></strong><em>A survey was conducted using The Extended Technology Acceptance Model [TAM2] to ascertain the various factors/forces that are responsible for resistance towards acceptance of mobile internet technology as a means for executing their financial transactions, particularly in the rural weekly markets of Ballari district.</em></p><p><strong><em>Methods: </em></strong><em>Measurement of the facets of TAM2 such as (intention to use, perceived usefulness, perceived ease of use, subjective norms, voluntariness, image) was done and subjected to rigorous data processing and analysis using the relevant statistical tools such as, KMO Test, Bartlett’s Test, cronbach’s alpha, Factor Analysis, mean, standard deviation and percentage analysis. </em></p><p><strong><em>Results: </em></strong><em>The assessment unearthed the various factors/forces affecting the rural consumer’s intentions towards acceptance of mobile internet technology as a means for executing their financial transactions, among which, safety, security, intangibility aspect, credibility and accessibility of money in electronic form were prominent.</em></p><p><strong><em>Conclusion/Recommendations: </em></strong><em>R</em><em>ural consumers lack necessary equipments [smart phones] and knowledge of usage which act as a major bottleneck blocking the inroads of digital economy in rural markets; along with many factors/forces result in resistance towards adoption of mobile internet technology for executing their financial transactions. Recommendations include all those initiatives that results in acceptance of technology among rural consumers such as, ensuring security, safety, credibility of transactions, accessibility of digital money etc.</em><strong><em> </em></strong></p></div><em>The rest of the paper is maneuvered with following sequence, Part 1: Introduction to the concept of digital economy; Part 2: Review of literature; Part 3: Gap Analysis; Part 4: Objectives of the study; Part 5: Research methodology; Part 6: Data analysis; Part 7: Findings; Part 8: Conclusion & Recommendations.</em>
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Pathak, Atul Arun. "Seller side HR perspectives during M&A deals." Strategic Direction 32, no. 6 (June 13, 2016): 19–22. http://dx.doi.org/10.1108/sd-03-2016-0034.
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Purpose This paper aims to focus on the HR issues that seller organizations face during the pre-deal stage of mergers and acquisitions (M&A). It recommends the HR strategies that strategies that seller-side organizations need to adopt to improve their chances of successful M&A. Design/methodology/approach The paper explores the HR-related issues faced by seller-side organizations. It highlights the key dilemmas and challenges involved at this stage of M&A deals. It recommends the HR strategies that seller companies can follow during the pre-deal stage of an M&A deal. Findings What the seller’s HR leaders do (and do not do) during the run up to an M&A deal can significantly affect the success of the post-deal integration and future success of the combined firm. During the pre-deal phase of an M&A journey, HR leaders face a range of dilemmas. They have to decide whether to maintain business as usual or change their HR strategy, decide when to hide information and when (and what) to communicate internally and also have to prepare the seller organization for an HR audit by the buyer firm. Practical implications HR leaders in seller organizations need to continue to increase the value of the organization by continually aligning the HR strategy to the organization’s overall corporate and business strategy. During the early stages of the deal, they have to camouflage certain confidential details. When the deal is at an advanced stage, HR leaders have to communicate extensively with employees about the deal. They need to ensure that the organization is prepared for an HR audit by prospective buyers. However, they also have to ensure that the reasons for the seller organization’s success are not revealed fully and prematurely. Social implications It concedes that during an M&A deal, the HR leaders of a seller organization need to balance the interests of multiple stakeholders. These include the firm’s owners, top managers, employees and key customers. Those who are unable to do this effectively and consistently may end up harming the interest of the seller organization during an M&A deal. Originality/value The paper considers the highly dynamic e-commerce industry in India. It is a sector that is seeing rapid growth. Many new players are entering the market and the battle is for size and scale. In such a scenario, companies such as Flipkart are using the M&A route to scale up inorganically. Recently, Flipkart acquired Myntra, a strong player in the online retailing of fashion garments. The paper provides insights in to the challenges faced by the seller organization’s HR managers during the pre-deal stage of M&A transactions and recommends strategies that they should follow.
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Krishnamurthy, Sayee Manohar, and Krishna Venkitachalam. "The changing face of retailing, 1980–2020." Journal of Strategy and Management, April 26, 2022. http://dx.doi.org/10.1108/jsma-02-2022-0035.
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PurposeThe purpose of this research is to portray the historical evolution of retailing from 1980 to 2020. The study considers India as the domain as it is one of the fastest growing markets, and the retail growth is anticipated to reach more than one trillion dollars within this decade.Design/methodology/approachThis paper captures the historical growth trajectory of retailing from the pre-online era to the online era and highlights how the retail environment has become modernized and sophisticated in the process in India.FindingsThe study traces the journey of retail from 1980 to the multi-billion-dollar sector it had become by 2020 in India. Furthermore, the article provides an overview of how the different retail forms and players in the Indian retail sector have been shaping the industry over the last four decades. During this period, there has been a transformational change in the format of Indian retailing. The Indian consumers' shopping mindset moved from physical in the 1980s to online, and now “Phygital” (Physical and Digital) in 2020s has become an omni-channel platform in Indian retail.Originality/valueThis paper aims to present a viewpoint of the evolutions of retailing from the unorganized to the organized form and from the physical to the online form over the last 40 years in the Indian retail sector landscape.
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Krishnamurthy, Sayee Manohar, and Krishna Venkitachalam. "The changing face of retailing, 1980–2020." Journal of Strategy and Management, April 26, 2022. http://dx.doi.org/10.1108/jsma-02-2022-0035.
Full textAbstract:
PurposeThe purpose of this research is to portray the historical evolution of retailing from 1980 to 2020. The study considers India as the domain as it is one of the fastest growing markets, and the retail growth is anticipated to reach more than one trillion dollars within this decade.Design/methodology/approachThis paper captures the historical growth trajectory of retailing from the pre-online era to the online era and highlights how the retail environment has become modernized and sophisticated in the process in India.FindingsThe study traces the journey of retail from 1980 to the multi-billion-dollar sector it had become by 2020 in India. Furthermore, the article provides an overview of how the different retail forms and players in the Indian retail sector have been shaping the industry over the last four decades. During this period, there has been a transformational change in the format of Indian retailing. The Indian consumers' shopping mindset moved from physical in the 1980s to online, and now “Phygital” (Physical and Digital) in 2020s has become an omni-channel platform in Indian retail.Originality/valueThis paper aims to present a viewpoint of the evolutions of retailing from the unorganized to the organized form and from the physical to the online form over the last 40 years in the Indian retail sector landscape.
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Rahman, Obaidur, Asad Ahmad, and Mohammed Naved Khan. "Utilitarian and Hedonic Value: Measuring Service Quality in Online Retailing." IIMS Journal of Management Science 8, no. 2 (June 1, 2010). http://dx.doi.org/10.1177/ims.2017.8.2.247.
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With the increasing penetration of internet and surge in e-commerce market in India, the quality of service in online retailing has become a tool for competitive advantage. Many researchers have found hedonism to play a significant role towards online buying behavior. The study explores the factors that help in measuring website service quality and the role of hedonism in the context of online retailers. For this purpose, the researchers have used the modified eTailQ scale (Ahmad et al., 2016) together with scales that help measure hedonic dimension. The present study employs tools like S.P.S.S. 20.0 and AMOS 20.0 to analyze the data through Exploratory Factor Analysis (E.F.A.) and Confirmatory Factor Analysis (C.F.A.). The findings of the study suggest a 13-item HeTailQ scale comprising three factors namely- customer service, e-privacy and web hedonism- that is better suited for Indian settings.
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Ganesh, H. R., P. S. Aithal, and P. Kirubadevi. "Integrated Discounting Framework for Indian Brick-and-Mortar Retailers." International Journal of Management, Technology, and Social Sciences, April 30, 2020, 110–23. http://dx.doi.org/10.47992/ijmts.2581.6012.0085.
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Since the time online retailing format started getting consumer acceptance in India, consumers now have wider options available for them to buy a product at a discounted price and notably, as online stores in India are following the product discounting as one of the key drivers for consumer acquisition, consumers’ perspective towards discount at Brick-and-mortar store has changed. This change in consumers’ perspective has put the majority of Brick-and-mortar retailers in India into a quandary and they are losing out their market share slowly to online retailers. From the existing literature we have found many discounting frameworks suggested by researchers, but they are all isolated for specific contexts and leave it to retailers to create their own discounting frameworks. In this work, we have attempted to create an integrated discounting framework for Indian brickand-mortar retailers by carrying out multiple experiments with different manipulations and under different contexts along with taking clues from past research findings, insights and suggestions along with testing validity and reliability of the proposed framework in the field.
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Agarwal, Sulabh, and Shekhar Srivastava. "Customers’ Perception towards CRM Practices in reference to Organized Retail in India." Journal of Social Sciences Advancement 2, no. 4 (December 30, 2021). http://dx.doi.org/10.52223/jssa21-020401-22.
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Retailing being one of the fastest growing sectors is facing tremendous competition from domestic as well as foreign players. Customer retention is an area of serious concern for online as well as offline retailers in the Indian economy, driving players in the Indian business scenario to bring radical change in their CRM practices which affects their customers perception. Retailers are highly concerned in identifying the key drivers of service execution that model customer shopping satisfaction and enhance loyalty. Customer satisfaction & loyalty is an outcome of sound customer relationship management practices. Thus, to ensure the prolong survival in the highly aggressive retail business environment customer centric approach is hour’s need. This paper critically analyses Customer’s perception towards CRM practices with reference to organized retail in India. Major parameters such as reliability, product attributes, customer service, convenience and ambience are identified to evaluate the customer perception towards CRM practices. The relevance of each parameter is analyzed with special reference to both the formats of organized retailing i.e., online & offline. For in-depth analysis of each parameter in both the formats of retail, they are further divided into sub-parameters. A survey is conducted for collecting data about customers perception towards these parameters. A statistical tool two-way ANOVA is used to analyze the variation in customer perception between online and offline retail. Based on analysis and major findings of research a conceptual model is also being proposed to get a pictorial view of how these parameters are affecting customers perception towards online & offline retail.
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Mishra, Ruchi. "An analysis of factors influencing omnichannel retailing adoption using ISM-DEMATEL approach: an Indian perspective." International Journal of Retail & Distribution Management ahead-of-print, ahead-of-print (December 28, 2020). http://dx.doi.org/10.1108/ijrdm-03-2020-0108.
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PurposeThe study aims to identify and analyse complex interrelationships among factors influencing omnichannel retailing adoption in Indian apparel firms.Design/methodology/approachThe study applies an integrated interpretive structural modelling (ISM) and decision-making trial and evaluation laboratory (DEMATEL) approach for understanding the hierarchical and contextual relationship structure among the factors influencing omnichannel retailing adoption.FindingsThe integrated ISM–DEMATEL approach identifies that financial commitment is the most crucial factors followed by technological capability, training and development, performance metrics, supportive organisational structure, collaboration and knowledge sharing, offline–online information aggregation and integrated technological platform. Also, the study reveals that financial commitment and supportive organisational structure impact the majority of factors but are affected by only a few factors.Research limitations/implicationsUnlike previous studies, this study suggests an alternate approach to theory building emerging from the various factors that could be considered while developing omnichannel retailing.Practical implicationsPractitioners should pay close attention to leading factors that influence the adoption of omnichannel retailing, namely, financial commitments, supportive organisational structure, technological capability, integrated technological platform and training and development rather than focusing on significant receivers, such as warehouse management and assortment management.Originality/valueThe integrated approach of ISM-DEMATEL offers a hierarchical model and cause–effect relationship among factors influencing omnichannel retailing adoption.