مقاله انگلیسی رایگان در مورد تأثیر قابلیت عملکرد وب سایت بر رضایت مشتری در خرید آنلاین – اسپرینگر 2018

With the development of internet and its adoption as a new channel of marketing online shopping has become the promising shopping mode with a sizable potential for growth. In the recent years online shopping has been increasing at a much faster pace and in present competitive environment it becomes imperative to understand various aspects of online shopping scenario in all perspectives. Internet shopping has gained momentum in many Asian and other developing countries due to factors like rapid access to product related information, time convenience, traffic jams, limited time, parking space etc. and above board Cash-on-delivery mode of payment (COD) (Tandon et al. 2016b). Online retailers offer wide assortment of products in their retail basket without any physical presence and cater to the needs of the consumers in finding products missing from the shelves in their neighborhood stores with multiple payment options like credit card,/debit card and COD etc. With every passing day more and more traditional retailers are coming in the folds of online retailing as a part of their business mechanism to attain a competitive edge. There are approximately 300 million Internet users in India. This number may not look appreciable if we consider the 1.3 billion population of the country. Conversely, that has not deterred Indian consumers from recording a 30 per cent CAGR in digital commerce in the last fiscal year (CRISIL Research 2014). Due to commencement of 4G service and diminishing broadband subscription prices, a recent surge in the domain of e-business has been observed and Indian consumers have embarked upon a myriad of activities like purchasing from apparel to accessories, groceries to furniture and beauty products to ticketing etc., online. In terms of size, India’s online retail industry is very small compared to both organized and overall (organized ? unorganized) retail. Its share of the overall retail (organized ? unorganized) pie was estimated to be just over 1 per cent against 9–10 percent in the US and UK, and around 4–5 percent in China (CRISIL Research 2014). Owing to diffusion of social media in the urban and semi-urban areas, online retailers have ample opportunities of growth in these unexplored markets. Though retail e-commerce still holds a small share in the total retail sales in India (approx 1.7 per cent as recorded in 2015) and industry experts firmly believe it is still at an embryonic stage yet has immense growth potential. E-commerce is expected to acquire 4.8 per cent market share in total retail sales by 2019. Online retail has grown by 57 per cent since December 2014 whereas online travel continues to dominate its share in the overall Digital Commerce standing at 61 percent. Various agencies have high expectations about growth of Indian e-commerce markets. India’s Business to Business (B2B) e-commerce market is expected to reach US$ 700 billion by 2020 whereas the Business to Consumer (B2C) e-commerce market is expected to reach US$ 102 billion by 2020. Online retail is expected to be at par with the physical stores in the next 5 years (CRISIL Research 2014).