Received:
2020-07-18 | Accepted:
2020-09-25 | Published:
2020-12-30
Title
Strategies to manage the risks faced by consumers in developing e-commerce
Abstract
The study investigates the management of risk in E- Commerce and what different barriers are faced by consumers during an uncertain and risky situation. The study utilizes both primary and secondary data in order to get reliable results. There are different risk factors that affect the purchasing behaviour of consumers who shop online. The consumer's perception of risk may be the result of all the emotional processes through which consumers recognize, organize and provide meaning to sensations received, such as the need for product quality, safety online and overall satisfaction. The primary data consists of a survey of online shoppers. The research data and questionnaire was administered to 972 internet users who are classed as experienced and avid users. The secondary data includes an analysis of the various theories of consumer behaviour, models of online adoption, risk factors to marketing and shopping online, models of the adoption of innovation and new ways of marketing and trade. Both techniques are utilized that would examine the relationship between perceived risk strategies and customer satisfaction as well as examined the customer involvement and propensity to take risk on existing relation of online shopping.
Keywords
e-commerce, risk management, financial manager, perceived risk strategies, customer satisfaction, customer involvement, propensity to take risk
JEL classifications
G32
, Z33
, M31
URI
http://jssidoi.org/ird/article/52
DOI
HAL
Pages
774-783
Funding
This is an open access issue and all published articles are licensed under a
Creative Commons Attribution 4.0 International License
References
Ariff, M.S.M, Sylvester, M., Zakuan N, Ismail, K. & Ali, K.M. (2014). Consumer Perceived Risk, Attitude and Online Shopping Behaviour; Empirical Evidence from Malaysia, IOP Conference Series: Materials Science And Engineering
Search via ReFindit
Bateson, John E. G. & Hoffman, K. Douglas. (2001). Marketing Service: Bookman.
Search via ReFindit
Bianchi & Mathews. (2016). Internet Marketing and Export Market Growth in Chile. Journal of Business Research 69, 426-434.
Search via ReFindit
Choi, H., Kim, Y. & Kim, J. (2011). Driving Factors of Post Adoption Behavior in Mobile Data Services. Journal of Business Research, 64(11), 1212-1227.
Search via ReFindit
Cunningham, L.F., Gerlach, J.H., Harper, M.D., & Young, C.E. (2005). Perceived Risk and the Consumer Buying Process: Internet Airline Reservations. International Journal of Service Industry Management, 16(4), 357-372.
Search via ReFindit
Darsono, J.T., Susana, E., Prihantono, E. Y., Kasim, E.S. 2019. Strategic policies for small and medium businesses in marketing through e-commerce. Entrepreneurship and Sustainability Issues, 7(2), 1230-1245. http://doi.org/10.9770/jesi.2019.7.2(30)
Search via ReFindit
Engel, James F., Blackwell, Roger D. & Miniard, Paul W. (1995). Consumer Behaviour. 8. Ed. Orlando: The Dryden Press. 951 p. Bibliography: p. 441 - 442.
Search via ReFindit
Gierl, H., Hammer, C. (2003). Fear of Loss of Anonymity on the Internet and Consumers' Reactions: An Empirical Investigation. Yearbook of Marketing and Consumer Research, 1, 89-106.
Search via ReFindit
Kim, E., Hong, T. (2010). Segmentating Customers in Online Stores from Factors That Affect the Customer's Intention to Purchase, pp. 383-388
Search via ReFindit
Kim, L.H., Kim, D.J., & Leong, J.K. (2005). The Effect Of Perceived Risk On Purchase Intention In Purchasing Airline Tickets Online, Journal Of Hospitality & Leisure Marketing, 13(2), 33-53.
Search via ReFindit
Klein, H. E. & Sterk, E.C. (2003). “At Risk” Women Who Think That They Have No Chance Of Getting Hiv: Self-Assessed Perceived Risks. Woman and Health, 38(2), 47-63.
Search via ReFindit
Kovacs, M. & Farias, H. (2002). Perceived Risks and Ways to Purchase: The Duality versus Internet Consumers Online. Journal of Economics and Management, 1(2), April / June
Search via ReFindit
Kuo Y F, Hu T L., & Yang, S. C. (2013). Effects of Inertia and Satisfaction in Female Online Shoppers on Repeat-Purchase Intention. Managing Service Quality: An International Journal, 168-187.
Search via ReFindit
Laroche, M., Bergeron, J. & Goutaland, C. (2004). How Intangibility Affects Perceived Risk: The Moderating Role Of Knowledge And Involvement. The Journal of Services Marketing, 17(2/3), 122-141.
Search via ReFindit
Lim, N. (2003). Consumer Perceived Risk: Sources Versus Consequences, Electronic Consumer Research And Applications, 2, 216-28.
Search via ReFindit
Lim,, Y. J, Osman,. A, Salahuddin,, S.N, Romle A. R, & Abdullah. S. (2016). Factors Influencing Online Shopping Behavior: The Mediating Role of Purchase Intention, Procedia Economics and Finance, 32, 401- 410.
Search via ReFindit
Mccole, P., Ramsey, E. & Williams, J. (2010). Trust Considerations On Attitudes Towards Online Purchasing: The Moderating Effect of Privacy and Security Concerns, Journal of Business Research, 63(9/10), 1018-24.
Search via ReFindit
Mercado & Rajagopal. (2015). Driving Consumers toward Online Retailing Technology: Analyzing Myths and Realities. Journal of Transnational Management, 20, 155-171.
Search via ReFindit
Mitchell, V.-W. (1998). A Role for Consumer Risk Perceptions in Grocery Retailing. British Food Journal, 4, 171-183.
Search via ReFindit
Mitchell, V.-W. & Greatorex, M. (1990). Consumer Purchasing In Foreign Countries: The Perceived Risk Perspective. International Journal of Advertising, 9(4), 295-307.
Search via ReFindit
Mou, Shin & Cohen. (2015). Trust and Risk in Consumer Acceptance of E-Services. Electronic Commerce Research, 17, 255-288. https://doi.org/10.1007/s10660-015-9205-4
Search via ReFindit
Oliver, Richard L. (1997) Satisfaction: A Behavioural Perspective On The Consumer. New York: Mcgraw-Hill Company.
Search via ReFindit
Park, I., Bhatnagar, A. & Rao, H.R. (2010). Assurance Seals, On-Line Customer Satisfaction, and Repurchase Intention, International Journal of Electronic Commerce, 14(3), 11-34.
Search via ReFindit
Ranaweera. (2016). Perspective of Trust towards E-Government Initiatives in Sri Lanka. Springerplus 5. https://doi.org/10.1186/s40064-015-1650-y
Search via ReFindit
Santos, J. (2002). From Intangibility To Tangibility On Service Quality Perceptions: A Comparison Study Between Consumers And Service Providers In Four Service Industries, Managing Service Quality, 12(5), 292-302.
Search via ReFindit
Schhiffman J.B., & Kanuk. L. L. (1997). Consumer Behavior Published By Prentice Hall Sixth Edition, 446p.
Search via ReFindit
Sobihah, M., Mohamad, M., Ali, N.A.M, & Ismail, W.Z.W. (2015), E-Commerce Service Quality on Customer Satisfaction, Belief and Loyalty: A Proposal, Mediterranean Journal of Social Sciences, Vol. 2
Search via ReFindit
Solomon, Michael R. (1998). Consumer Behaviour: Buying, Having and Being. 4. Ed. New Jersey: Prentice Hall. 640 p: p.280-281
Search via ReFindit
Solomon. (2002). The Consumer Behaviour: Buying, Having Being. 5 Ed. Porto Alegre: Bookman, 446p. Bibliography: p.216-217
Search via ReFindit
Son, M. & Han, K. (2011). Beyond The Technology Adoption: Technology Readiness Effects on Post-Adoption Behavior, Journal of Business Research, 64(11), 1178-82.
Search via ReFindit
Wu, George, Jiao, Z., & Richard. G. (2004). Decision under Risk, In Blackwell Handbook of Judgment and Decision Making, Nigel Harvey & Derek Koehler, Eds. London: Blackwell Publishing.
Search via ReFindit
Zeithaml, V.A., & Bitner, M.J. (2003). Services Marketing: Integrating Customer Focus across the Firm, 3rd Ed., Mcgraw-Hill, New York, Ny.
Search via ReFindit
RSS 1.0