Design and explain the pattern of online shopping improvement based on the Customer decision-making process

Abstract

The ultimate goal of marketing is to meet the needs and demands of customers in a better way than competitors. The ability to understand how customers and consumers behave and how they make their decisions is a prerequisite for successful marketing goals. This study is done to identify affecting factors on the improvement of online shopping with respect to the customer decision-making process. For this purpose, the library method and literature review are used to identify the factors influencing improvementonline shopping. In the next step, using semi-structured interview with experts and performing qualitative content analysis method to classify and localize identified variables and indicators. Then the one sample t-test used to finalize the identified indicators. The result of the research shows that the obtained model includes factors: Channel Quality (task value, emotional value, social value, and perceived risk), Website Quality (security, information content, system performance, visual effects, and innovation), Product Features (price and variety), Advertising (WOM and environmental advertising), Transaction Quality (trust, accountability, and customization), and Customer Satisfaction; which are effective in improving online shopping.

Keywords

• customer decision-making process
• electronic business
• online shopping improvement