Survey study reveals online shopping convenience dimensions increase satisfaction, loyalty, and word-of-mouth among online consumers, suggesting seamless digital retail experiences drive retention.
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.
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Deshwal et al. (2024) studied this question.
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