The impact of online shopping convenience on satisfaction, loyalty, and word-of-mouth in Indian context

Pankaj Deshwal, Shantanu Prakash and Isha Agrawal

International Journal of Business and Globalisation, 2024, vol. 36, issue 1, 27-38

Abstract: This paper aims to examine the impact of online shopping convenience dimensions (access, search, evaluation, transaction, post purchase convenience) on customer satisfaction, loyalty and word-of-mouth (WOM) publicity in the Indian context. A questionnaire was used to collect the responses from online shoppers. Finally, linear regression analysis was performed on 202 responses revealing that online shopping convenience dimensions positively impact customer satisfaction, loyalty and WOM publicity in the Indian context.

Keywords: online; shopping; convenience; retail; satisfaction; loyalty; word-of-mouth; WOM; Indian. (search for similar items in EconPapers)
Date: 2024
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