IDEAS home Printed from https://ideas.repec.org/a/eee/joreco/v31y2016icp228-238.html
   My bibliography  Save this article

Identifying opportunities for improvement in online shopping sites

Author

Listed:
  • Tontini, Gerson

Abstract

The aim of this study is to show how different methods may provide online shopping managers with information regarding which attributes affect customer satisfaction, and how to identify what to improve or offer in the market. For this purpose, 409 Brazilian users of online shopping answered questionnaires, evaluating 26 attributes. These attributes are grouped on five dimensions: Accessibility, Fault recovery, Security, Flexibility, and Interaction/feedback. The present study evaluates different actions suggested by Importance Performance Analysis (Martilla and James, 1977; Slack, 1994) and Improvement Gap Analysis (Tontini and Picolo, 2010), exploring the limitations and strengths of each method. The results show that Improvement Gap Analysis overcomes the limitations of Importance Performance Analysis, related to the nonlinear relationship between attribute performance and customer satisfaction.

Suggested Citation

  • Tontini, Gerson, 2016. "Identifying opportunities for improvement in online shopping sites," Journal of Retailing and Consumer Services, Elsevier, vol. 31(C), pages 228-238.
    • Handle: RePEc:eee:joreco:v:31:y:2016:i:c:p:228-238
    DOI: 10.1016/j.jretconser.2016.02.012
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0969698916300807
    Download Restriction: Full text for ScienceDirect subscribers only

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Abalo, Javier & Varela, Jesus & Manzano, Vicente, 2007. "Importance values for Importance-Performance Analysis: A formula for spreading out values derived from preference rankings," Journal of Business Research, Elsevier, vol. 60(2), pages 115-121, February.
    2. Azzopardi, Ernest & Nash, Robert, 2013. "A critical evaluation of importance–performance analysis," Tourism Management, Elsevier, vol. 35(C), pages 222-233.
    3. Wei-Jaw Deng & Ying-Feng Kuo & Wen-Chin Chen, 2008. "Revised importance--performance analysis: three-factor theory and benchmarking," The Service Industries Journal, Taylor & Francis Journals, vol. 28(1), pages 37-51, January.
    4. Abbie Griffin & John R. Hauser, 1993. "The Voice of the Customer," Marketing Science, INFORMS, vol. 12(1), pages 1-27.
    5. Finn, Adam, 2011. "Investigating the non-linear effects of e-service quality dimensions on customer satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 18(1), pages 27-37.
    6. repec:dau:papers:123456789/4623 is not listed on IDEAS
    7. S. Rolland & Ina Freeman, 2010. "A new measure of e-service quality in France," Post-Print hal-00576616, HAL.
    8. Robert Johnston & Adrian Fern, 1999. "Service Recovery Strategies for Single and Double Deviation Scenarios," The Service Industries Journal, Taylor & Francis Journals, vol. 19(2), pages 69-82, April.
    9. Elena Pokryshevskaya & Evgeny Antipov, 2013. "Importance-performance analysis for internet stores: a system based on publicly available panel data," HSE Working papers WP BRP 08/MAN/2013, National Research University Higher School of Economics.
    10. Bauer, Hans H. & Falk, Tomas & Hammerschmidt, Maik, 2006. "eTransQual: A transaction process-based approach for capturing service quality in online shopping," Journal of Business Research, Elsevier, vol. 59(7), pages 866-875, July.
    11. Dickinger, Astrid & Stangl, Brigitte, 2013. "Website performance and behavioral consequences: A formative measurement approach," Journal of Business Research, Elsevier, vol. 66(6), pages 771-777.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Thaichon, Park & Quach, Sara, 2016. "Dark motives-counterfeit purchase framework: Internal and external motives behind counterfeit purchase via digital platforms," Journal of Retailing and Consumer Services, Elsevier, vol. 33(C), pages 82-91.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:joreco:v:31:y:2016:i:c:p:228-238. See general information about how to correct material in RePEc.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Haili He). General contact details of provider: https://www.journals.elsevier.com/journal-of-retailing-and-consumer-services .

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service hosted by the Research Division of the Federal Reserve Bank of St. Louis . RePEc uses bibliographic data supplied by the respective publishers.