Customer Buying Behavior: - Online shopping towards electronic product
Independent thesis Advanced level (degree of Master (One Year)), 10 credits / 15 HE creditsStudent thesis
Online shopping in EU has been shown to a good potential market. The electronic equipment takes a high percent of the individuals shopping. Compared with other goods, online shopping of electronic goods adds great convenience to the life of the people. Buying electronic gadgets online gives customers an opportunity to find a great variety of product online, and customers can review a wide selection of products and find special offers and discount with the best deals online. In the coming years, the development of online retailers is improving and promises a bright future. However, the tangible and intangible problems of electronic product online shopping still exist and the online store retailers lack the customer knowledge in some extent. Therefore, our intention is to explore customer behavior when purchasing electronic products through investigating the factors that can affect online shoppers‟ attitudes, intention and actual buying behavior. Furthermore, through the findings of our research, we offered the online retailers some suggestions to improve their sales and attract more customers.
Our research was conducted at Umeå University, the participants are students who come from four different departments. We categorized the important influencing factors into customer-oriented and technology-oriented factors. We utilized quantitative method in the term of questionnaire to exam how the respondents think about these factors, and we figured out the relationship between the factors and the consumers‟ attitudes and online buying intention for electronic product.
Our final findings show that only the experienced shoppers‟ attitudes highly affect their buying intention. Transaction security and product quality as the most important elements of electronic product online shopping in the customer-oriented factors are voted by the respondents; while in the technology- oriented factors, easy to navigate and useful web content are the most important issues which drawn more customers‟ attention. In addition, we suggested that the online retailers should guarantee a safe and accurate transaction process, moreover, make more efforts to web design and enhance the return and refund after-sales service. Our study is expected to contribute the e-commerce, especially focused on the electronic product field, the further research can take our research as a basic and go deeper to investigate.
Key words: online shopping, electronic product, customer buying behavior, factors
Place, publisher, year, edition, pages
2010. , 77 p.
online shopping, customer buying behavior
IdentifiersURN: urn:nbn:se:umu:diva-35154OAI: oai:DiVA.org:umu-35154DiVA: diva2:332028
2010-06-01, S315, USBE of Umea University, 08:00 (English)
UppsokSocial and Behavioural Science, Law
Bengtsson, Maria, Professor
Nilsson, Kerstin, Studierektor