Advances in Consumer Research
Issue 4 : 496-509
Original Article
The Role of Perceived risk, Trust, eWOM and other selected factors on Purchase intention and User satisfaction and its relationship to User loyalty in the context of Online shopping in India
 ,
 ,
 ,
1
Assistant Professor, Amity Global Business School, Kochi, India
2
Assistant Professor, MBA Department, Kumaraguru College of Technology, Coimbatore
3
Associate Professor, Xavier Institute of Management & Entrepreneurship, Kochi
4
Assistant Professor, Rajagiri College of Management and Applied Sciences,
Abstract

The study examines the effect of perceived risk, trust, perceived benefits, electronic word of mouth (eWOM), and brand attitude on online purchase intention and user satisfaction in India. The study refers to the Technology Acceptance Model (TAM) and an analytical research design to test the effects of selected variables in its theoretical framework. The research questions are focused on the relationship between perceived risk, trust, and perceived benefits on online purchase intention, user satisfaction, and user loyalty. The study found that perceived risk negatively affected online purchase intention and user satisfaction, while trust positively influenced them. Perceived benefits had a positive relationship with online purchase intention and user satisfaction. Hedonic, utilitarian, and social values of perceived benefits were significant predictors of online purchase intention. The study contributes to the existing model by adding selected variables for further testing. The study found that online trust, perceived benefits, electronic word of mouth, and brand attitude have a significant positive impact on user satisfaction, while perceived risk has a significant negative impact. Brand attitude had the largest impact on user satisfaction, followed by online trust. The study suggests that businesses should focus on improving brand attitude to increase purchase intention, mitigate perceived risk by emphasizing benefits and providing credible information over the net, and maintain a positive online identity and reputation to increase trust. The study also suggests that there is a moderate positive relationship between User Satisfaction and User Loyalty

Keywords
Recommended Articles
Original Article
Exploring the Impact of Hybrid Work Enablers on Employee Productivity: An empirical study with special reference to IT Sector in Delhi NCR
...
Original Article
The Effect of Multichannel Services on Customer Engagement Mediated by Brand Trust and Brand Commitment with Offline and Online Familiarity as Moderation at the Southeast Sulawesi Regional Development Bank
...
Original Article
The Contributions Of Non-Muslim Local Civilians In The Islamic Conquests. (3-40 AH / 625-660 AD)
Original Article
Investigating psychological determinants and its effect on consumer’s purchase intention and consumption of Ayurvedic Cosmetics
...
Loading Image...
Volume 2, Issue 4
Citations
282 Views
449 Downloads
Share this article
© Copyright Advances in Consumer Research