A Conceptual Framework for Measuring E-fulfillment Dimensions: A Consumer Perspective
TL;DR: A conceptual framework for measuring the key dimensions of the e-fulfillment process and its relationship with online shopping satisfaction in pure e-tailing is proposed and the constructs in the proposed framework were empirically tested.
Abstract: The purpose of this study is to propose a conceptual framework for measuring the key dimensions of the e-fulfillment process and its relationship with online shopping satisfaction in pure e-tailing. The key dimensions relevant to the e-fulfillment process are explored in the literature during the first part of the study. These dimensions are categorized into three distinct processes of e-fulfillment: order procurement, order fulfillment, and product returns. In the second part of the study, the authors propose a conceptual framework and develop hypotheses to understand the relationship between the key dimensions of the e-fulfillment process, including e-business quality, product quality, availability, timeliness, condition, billing accuracy, ease of return, and online shopping satisfaction. Furthermore, the constructs in the proposed framework were empirically tested. This study will help e-tailers, academicians, and practitioners understand the consumers’ expectations regarding the key dimensions of the ...
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01 Jan 2004TL;DR: In this paper, the authors investigated the aspects of online transactions in electronic retailing that are most likely to satisfy or dissatisfy customers, thereby increasing or decreasing the likelihood of building and maintaining relationships with them.
Abstract: Customer relationship management is an integral component of business strategy for on-line service providers. This paper investigates the aspects of on-line transactions in electronic retailing that are most likely to satisfy or dissatisfy customers, thereby increasing or decreasing the likelihood of building and maintaining relationships with them. For this study, 513 respondents reported behaviors, perceptions, beliefs, events, features, characteristics, attributes, and situations that expressed their satisfaction or dissatisfaction with electronic service encounters. Content analysis of these encounters yielded three meta-categories, six categories, and 33 subcategories of customer satisfaction or dissatisfaction with on-line service providers. The findings suggested that three major categories are robust even in the electronic context of the Internet. The antecedents identified were relevant both to product-related services (e.g., books, apparel) and to pure services (e.g., on-line banking, on-line stock trading). The study found that the characteristics and behaviors of customer-contact employees play an important role in on-line service encounters. It also revealed a percentage decrease in satisfactory incidents, a percentage increase in unsatisfactory incidents, and a percentage increase in unsatisfactory incidents involving employee characteristics and behaviors as service encounters move from a bricks-and-mortar environment to an electronic context. This suggests that customer-contact employees may not be well equipped to deal with on-line customers.
92 citations
TL;DR: In this paper, the authors examined the relationship of e-SQ with e-CS and e-customer loyalty (E-CL) using E-S-QUAL scale.
Abstract: The purpose of this paper is to examine e-service quality (E-SQ) of online shopping in Pakistan using “E-S-QUAL scale.” Moreover, in this study, the relationship of E-SQ with e-customer satisfaction (E-CS) and e-customer loyalty (E-CL) has been studied.,Following a quantitative research methodology, data were collected from 298 respondents using convenience sampling and survey research design was followed. In order to develop the model and test the hypotheses, structure equation modeling (SEM) was done through AMOS.,Findings indicate that all of the first latent constructs are significant where E-CS and E-CL (dependent variables) are influenced by E-SQ (independent variable). Using SEM, statistically fit structural model was developed on the basis of confirmatory factor analysis. The analysis shows that there is a strong positive relation between E-SQ and E-CS and E-SQ and E-CL.,Asian markets have been identified as the fastest growing e-commerce markets in present era. Similarly, retail sector in Pakistan is booming, at the same time an exponential increase is being observed in the number of internet users and online shopping. It is important for marketers and retailers to explore new horizons and enter the age of e-commerce for expansion of their businesses.,The increasingly wide use of the internet is influencing everything around the globe and these emerging e-commerce trends have tremendously changed the mode of shopping from brick and mortars to e-stores. The study explores the e-commerce and focuses on E-SQ and its impact on E-CS and E-CL in the context of a developing economy, i.e. Pakistan, uncovering the key dimensions and attributes.
42 citations
TL;DR: In this article, the mediating role of shopping satisfaction between electronic logistics service quality (e-LSQ) and repurchase intention was examined empirically, and the results indicated that the poor condition of the shipment might have triggered the returns in e-tailing in the Indian context.
40 citations
TL;DR: In this article, the authors investigate customer-perceived product assortment performance in e-tail and its significances on shopping outcomes, and identify key research areas in the e-tailing realm.
Abstract: The purpose of this paper is to bridge together seemingly disparate yet interconnected paradigmatic antecedents of e-tailing and servicescape, i.e., product assortment, order fulfillment, shopping assistance and its consequences for shopping efficiency.,The proposed conceptual model is well grounded in the extensive literature from e-tailing as well as retailing domain and to assess the plausibility of the model. Total 246 female online apparel shoppers were surveyed from an Indian university and the data were analyzed using structural equation modeling through SmartPLS.,The outcomes of the study indicate that the e-customer may derive a substantial share of shopping assistance and service interface through product assortment offered by e-tailing sites. Customer-perceived performance of this e-shopping process – a crucial element of e-tail servicescape – directly affects the shopping assistance, along with order fulfillment capability of retail scope.,The study used a sample of graduate students at a north-west university in India, which limits the generalizability of the research to other consumer groups. The paper links a significant body of literature within a conceptually developed framework and identifies key research areas in the e-tailing realm.,By better understanding the role of product assortment as a value-added feature in online value co-creation process, the e-tail managers can leverage the proposed integrated capability to improve e-tailing performance and customer outcomes in the form of business.,With rapid advancements in internet-led communication, we are witnessing the dawn of a new era of e-tail innovations around us which is expected to change the way people experience shopping.,This research is an attempt to enrich the level of understanding about online shopping environment in light of relationships among virtual and physical facets of e-tail, i.e., product assortment, order fulfillment, shopping assistance and shopping efficiency. The authors investigate customer-perceived product assortment performance in e-tailing and its significances on shopping outcomes.
38 citations
TL;DR: An Internet of Things-based automated e-fulfillment packaging system and a 3-D adaptive particle swarm optimization (PSO)-based packing algorithm that solves the difficult 3-DMBSBPP problem by integrating an adaptive PSO-based configuration algorithm is proposed.
Abstract: With the development of online shopping and the demand for automated packaging systems, we propose an Internet of Things (IoT)-based automated e-fulfillment packaging system and a 3-D adaptive particle swarm optimization (PSO)-based packing algorithm. The proposed system leverages the IoT to connect the data collection and conversion layer, the packaging management layer, the decision-making layer, and the application layer. A cyber network connects each robot, sensor, and smart machine to achieve high velocity, flexibility of procedures, and real-time information exchange. When customers order merchandise online, the orders are received and rearranged, and the deployment of items in a box is planned by the system. The proposed packing algorithm controls the arrangement of items. It compares the size and volume of items and boxes to choose a box of suitable size, as well as deciding on the optimal arrangement of items. This algorithm solves the difficult 3-D Multiple Bin Size Bin Packing Problem (3-DMBSBPP) by integrating an adaptive PSO-based configuration algorithm. Our simulation results show that the packing algorithm can deploy items appropriately, with all items packed inside their box without overlap and with an overall center-of-gravity close to the bottom center of the box. When all the items cannot be packed into a single box, the proposed dividing strategies split the items into groups to pack into two or more boxes of similar size. Furthermore, comparing with the real packages we assessed, the proposed algorithm has a competitive performance. Lastly, our robotic experiments show that the proposed packing algorithm can be implemented and executed by a robot and a manipulator. It also demonstrates the efficiency of this system, in which all devices communicate well with each other and the robots accomplish the packaging task successfully and cooperatively.
38 citations
Cites background from "A Conceptual Framework for Measurin..."
...Sadh, ‘‘A conceptual framework for measuring e-fulfillment dimensions: A consumer perspective,’’ J. Internet Commerce, vol. 14, no. 3, pp. 363–383, 2015....
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...I. INTRODUCTION Online shopping, or e-tailing, is defined as the sale of products to customers via the Internet [1] and is becoming more and more popular due to the advantages of its convenience, the variety of merchandise available, the ease with which price comparisons can be made, the lack of crowds, and the absence of boundaries of time or geography....
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...Available: http:// www.gtai.de/GTAI/Content/CN/Invest/_SharedDocs/Downloads/GTAI/ Brochures/Industries/industrie4.0-smart-manufacturing-for-the-futureen.pdf [12] C. Perera, C. H. Liu, S. Jayawardena, and M. Chen, ‘‘A survey on Internet of Things from industrial market perspective,’’ IEEE Access, vol. 2, pp. 1660–1679, Jan. 2014....
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...INDEX TERMS 3-dimensional packing, adaptive-PSO, automated packaging system, industry 4.0, Internet of Things....
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...Online shopping, or e-tailing, is defined as the sale of products to customers via the Internet [1] and is becoming more and more popular due to the advantages of its convenience, the variety of merchandise available, the ease with which price comparisons can be made, the lack of crowds, and the absence of boundaries of time or geography....
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References
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TL;DR: In this article, the adequacy of the conventional cutoff criteria and several new alternatives for various fit indexes used to evaluate model fit in practice were examined, and the results suggest that, for the ML method, a cutoff value close to.95 for TLI, BL89, CFI, RNI, and G...
Abstract: This article examines the adequacy of the “rules of thumb” conventional cutoff criteria and several new alternatives for various fit indexes used to evaluate model fit in practice. Using a 2‐index presentation strategy, which includes using the maximum likelihood (ML)‐based standardized root mean squared residual (SRMR) and supplementing it with either Tucker‐Lewis Index (TLI), Bollen's (1989) Fit Index (BL89), Relative Noncentrality Index (RNI), Comparative Fit Index (CFI), Gamma Hat, McDonald's Centrality Index (Mc), or root mean squared error of approximation (RMSEA), various combinations of cutoff values from selected ranges of cutoff criteria for the ML‐based SRMR and a given supplemental fit index were used to calculate rejection rates for various types of true‐population and misspecified models; that is, models with misspecified factor covariance(s) and models with misspecified factor loading(s). The results suggest that, for the ML method, a cutoff value close to .95 for TLI, BL89, CFI, RNI, and G...
76,383 citations
Additional excerpts
...The measurement model obtained indicated a good fit, as the fit indices were equal to or better than the recommended values (Hu and Bentler 1999)....
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TL;DR: The extent to which method biases influence behavioral research results is examined, potential sources of method biases are identified, the cognitive processes through which method bias influence responses to measures are discussed, the many different procedural and statistical techniques that can be used to control method biases is evaluated, and recommendations for how to select appropriate procedural and Statistical remedies are provided.
Abstract: Interest in the problem of method biases has a long history in the behavioral sciences. Despite this, a comprehensive summary of the potential sources of method biases and how to control for them does not exist. Therefore, the purpose of this article is to examine the extent to which method biases influence behavioral research results, identify potential sources of method biases, discuss the cognitive processes through which method biases influence responses to measures, evaluate the many different procedural and statistical techniques that can be used to control method biases, and provide recommendations for how to select appropriate procedural and statistical remedies for different types of research settings.
52,531 citations
"A Conceptual Framework for Measurin..." refers background or methods in this paper
...More than one factor was extracted from the factor analysis with an Eigen value greater than one, and a single factor could not account for the majority of the covariance among the variables (Podsakoff and Organ 1986; Podsakoff et al. 2003)....
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...These biases result due to responses that are obtained from the same source or by the measurement items themselves (Podsakoff et al. 2003)....
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01 Jan 1973
TL;DR: In this paper, a six-step framework for organizing and discussing multivariate data analysis techniques with flowcharts for each is presented, focusing on the use of each technique, rather than its mathematical derivation.
Abstract: Offers an applications-oriented approach to multivariate data analysis, focusing on the use of each technique, rather than its mathematical derivation. The text introduces a six-step framework for organizing and discussing techniques with flowcharts for each.
Well-suited for the non-statistician, this applications-oriented introduction to multivariate analysis focuses on the fundamental concepts that affect the use of specific techniques rather than the mathematical derivation of the technique. Provides an overview of several techniques and approaches that are available to analysts today - e.g., data warehousing and data mining, neural networks and resampling/bootstrapping. Chapters are organized to provide a practical, logical progression of the phases of analysis and to group similar types of techniques applicable to most situations.
Table of Contents
1. Introduction.
I. PREPARING FOR A MULTIVARIATE ANALYSIS.
2. Examining Your Data.
3. Factor Analysis.
II. DEPENDENCE TECHNIQUES.
4. Multiple Regression.
5. Multiple Discriminant Analysis and Logistic Regression.
6. Multivariate Analysis of Variance.
7. Conjoint Analysis.
8. Canonical Correlation Analysis.
III. INTERDEPENDENCE TECHNIQUES.
9. Cluster Analysis.
10. Multidimensional Scaling.
IV. ADVANCED AND EMERGING TECHNIQUES.
11. Structural Equation Modeling.
12. Emerging Techniques in Multivariate Analysis.
Appendix A: Applications of Multivariate Data Analysis.
Index.
37,124 citations
TL;DR: This book deals with probability distributions, discrete and continuous densities, distribution functions, bivariate distributions, means, variances, covariance, correlation, and some random process material.
Abstract: Chapter 3 deals with probability distributions, discrete and continuous densities, distribution functions, bivariate distributions, means, variances, covariance, correlation, and some random process material. Chapter 4 is a detailed study of the concept of utility including the psychological aspects, risk, attributes, rules for utilities, multidimensional utility, and normal form of analysis. Chapter 5 treats games and optimization, linear optimization, and mixed strategies. Entropy is the topic of Chapter 6 with sections devoted to entropy, disorder, information, Shannon’s theorem, demon’s roulette, Maxwell– Boltzmann distribution, Schrodinger’s nutshell, maximum entropy probability distributions, blackbodies, and Bose–Einstein distribution. Chapter 7 is standard statistical fare including transformations of random variables, characteristic functions, generating functions, and the classic limit theorems such as the central limit theorem and the laws of large numbers. Chapter 8 is about exchangeability and inference with sections on Bayesian techniques and classical inference. Partial exchangeability is also treated. Chapter 9 considers such things as order statistics, extreme value, intensity, hazard functions, and Poisson processes. Chapter 10 covers basic elements of risk and reliability, while Chapter 11 is devoted to curve fitting, regression, and Monte Carlo simulation. There is an ample number of exercises at the ends of the chapters with answers or comments on many of them in an appendix in the back of the book. Other appendices are on the common discrete and continuous distributions and mathematical aspects of integration.
19,893 citations
"A Conceptual Framework for Measurin..." refers background or methods in this paper
...Table 3 shows that all constructs of the main study questionnaire attained the prescribed level of CR (Hair et al. 2006)....
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...Since all constructs were identified from the literature, a confirmatory factor analysis was used in this study to confirm the relationships between the observed items and the latent constructs (Hair et al. 2006)....
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TL;DR: In this article, structural equation models with latent variables are defined, critiqued, and illustrated, and an overall program for model evaluation is proposed based upon an interpretation of converging and diverging evidence.
Abstract: Criteria for evaluating structural equation models with latent variables are defined, critiqued, and illustrated. An overall program for model evaluation is proposed based upon an interpretation of converging and diverging evidence. Model assessment is considered to be a complex process mixing statistical criteria with philosophical, historical, and theoretical elements. Inevitably the process entails some attempt at a reconcilation between so-called objective and subjective norms.
19,160 citations