The Role of Female Online Shoppers’ Emotional Intelligence on Their Shopping Behavior: A Cognition-Affection-Conation Framework

Yuniarti Fihartini (), Mudji Rachmat Ramelan (), Mirwan Karim and Lis Andriani ()
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Yuniarti Fihartini: Lampung University, Management Department
Mudji Rachmat Ramelan: Lampung University, Management Department
Mirwan Karim: Lampung University, Management Department
Lis Andriani: Lampung University, Management Department

A chapter in Proceedings of the International Conference of Economics, Business, and Entrepreneur (ICEBE 2022), 2023, pp 105-116 from Springer

Abstract: Abstract The presence of e-commerce has changed consumer shopping behavior, and each consumer has different shopping behaviors based on their dispositions and psychological status, including emotional intelligence, which is seen as playing a role in determining consumer behavior in the online environment. Related to emotional intelligence, women generally have a higher emotional intelligence index than men. They tend to be more emotionally expressive, understand emotions better, and have greater abilities in terms of interpersonal skills. In addition, the survey results have proven that online consumers in Indonesia are dominated by the female gender and transact more often than men. This study aims to analyze the influence of female consumers’ emotional intelligence on online shopping behavior by using a framework of cognitive, affective, and conative processes as a comprehensive theoretical foundation in the context of B2C shopping. Data collection was carried out on 200 female online shoppers, with hypothesis testing carried out using Partial Least Squares Structural Equation Modeling. The results proved that emotional intelligence plays a role in determining the shopping behavior of female online consumers, whose emotional intelligence has a significant effect on the satisfaction of their online shopping and has an impact on their intention to continue to use online channels for shopping and their loyalty to e-commerce websites.

Keywords: Emotional Intelligence; Shopping Satisfaction; Continual Intention; Loyalty (search for similar items in EconPapers)
Date: 2023
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DOI: 10.2991/978-2-38476-064-0_13

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