Online flow and e-satisfaction in high involvement purchasing processes.
Nenhuma Miniatura disponível
Data
2017
Título da Revista
ISSN da Revista
Título de Volume
Editor
Resumo
This research aims to verify the relation between the attributes of online shopping experiences,
the state of online flow, and e-satisfaction in high-involvement purchases. To reach that goal, we
conducted a survey with 720 e-consumers. We adopted quotas sampling, using age distribution as
criteria. To analyze the data, we used Structural Equation Modeling. From the statistical analysis,
we found that there are some attributes of online shopping experiences that directly influence
e-satisfaction (convenience associated with the website, exchange and return policies, and
quality of delivery service), while others influence the state of flow online (perceived innovation
on the website, price and aesthetics of the website), which, in turn, influences e-satisfaction.
Additionally, we identified two attributes that influence both flow online and e-satisfaction:
reliability attributed to the website and variety of products available for sale on the website.
Descrição
Palavras-chave
E-commerce, Consumer involvement, Online flow, E-satisfaction
Citação
CERIBELI, H. B.; TAMASHIRO, H. R. da S.; TAMASHIO, H. R. da S.; MERLO, E. M. Online flow and e-satisfaction in high involvement purchasing processes. Base, v. 14, p. 16-29, 2017. Disponível em: <http://revistas.unisinos.br/index.php/base/article/view/base.2017.141.02>. Acesso em: 02 fev. 2018.