Developing and validating five-construct model of customer satisfaction in beauty and cosmetic E-commerce
Grounded on the American Customer Satisfaction Framework (ACSF) of Bryant (1995), the European Customer Satisfaction Framework Model (ECSF) of Anderson and Fornell (2000), and Eleven-factor Customer Satisfaction Model of Hokanson (1995), this study develops reliable and valid five constructs of cust...
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| Format: | Article |
| Language: | English |
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Elsevier
2020-09-01
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| Series: | Heliyon |
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| Online Access: | http://www.sciencedirect.com/science/article/pii/S2405844020317308 |
| _version_ | 1818992080929685504 |
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| author | Thuan Thi Nhu Nguyen |
| author_facet | Thuan Thi Nhu Nguyen |
| author_sort | Thuan Thi Nhu Nguyen |
| collection | DOAJ |
| description | Grounded on the American Customer Satisfaction Framework (ACSF) of Bryant (1995), the European Customer Satisfaction Framework Model (ECSF) of Anderson and Fornell (2000), and Eleven-factor Customer Satisfaction Model of Hokanson (1995), this study develops reliable and valid five constructs of customer satisfaction theoretical model and build up a questionnaire in the unique context of Beauty and Cosmetic Online Shopping in the Vietnamese market. More specifically, we identified five main constructs including 5 implementation constructs (i.e., online shopping experience, customer service, external incentives, security/privacy, and personal characteristics), and one outcome construct (i.e., customer satisfaction). A detailed questionnaire was then developed with items for these constructs along with the questions on the personal characteristics of the respondents. The questionnaire was sent to randomly consumers via online channels including Facebook. The target participants are Vietnamese people who have experience in shopping online products like beauty and cosmetics. Based on 334 full responses have been received, we use Exploratory Factor Analysis (EFA) to test for 167 observations to ensure that all items in each scale reflected sufficiently the scope of each construct. This technique helps to identify the underlying dimensions of consumer satisfaction. Furthermore, we also employ Confirmatory Factor Analysis (CFA) to validate the constructs and items in questionnaire. To do this, we have used the sample of 167 responses. Finally, together with results from SEM models, our study contributes to providing a reliable and valid questionnaire which fully reflect for our self-constructed theoretical model of five constructs including Online shopping experience (OSE), External incentives (EI), Seller service (SS), and Security/privacy (SP), as well as personal characteristics (PC). |
| first_indexed | 2024-12-20T20:20:29Z |
| format | Article |
| id | doaj.art-39903d1c21e9416cae7d7130f3986c63 |
| institution | Directory Open Access Journal |
| issn | 2405-8440 |
| language | English |
| last_indexed | 2024-12-20T20:20:29Z |
| publishDate | 2020-09-01 |
| publisher | Elsevier |
| record_format | Article |
| series | Heliyon |
| spelling | doaj.art-39903d1c21e9416cae7d7130f3986c632022-12-21T19:27:35ZengElsevierHeliyon2405-84402020-09-0169e04887Developing and validating five-construct model of customer satisfaction in beauty and cosmetic E-commerceThuan Thi Nhu Nguyen0Corresponding author.; Tomas Bata University in Zlín, Czech RepublicGrounded on the American Customer Satisfaction Framework (ACSF) of Bryant (1995), the European Customer Satisfaction Framework Model (ECSF) of Anderson and Fornell (2000), and Eleven-factor Customer Satisfaction Model of Hokanson (1995), this study develops reliable and valid five constructs of customer satisfaction theoretical model and build up a questionnaire in the unique context of Beauty and Cosmetic Online Shopping in the Vietnamese market. More specifically, we identified five main constructs including 5 implementation constructs (i.e., online shopping experience, customer service, external incentives, security/privacy, and personal characteristics), and one outcome construct (i.e., customer satisfaction). A detailed questionnaire was then developed with items for these constructs along with the questions on the personal characteristics of the respondents. The questionnaire was sent to randomly consumers via online channels including Facebook. The target participants are Vietnamese people who have experience in shopping online products like beauty and cosmetics. Based on 334 full responses have been received, we use Exploratory Factor Analysis (EFA) to test for 167 observations to ensure that all items in each scale reflected sufficiently the scope of each construct. This technique helps to identify the underlying dimensions of consumer satisfaction. Furthermore, we also employ Confirmatory Factor Analysis (CFA) to validate the constructs and items in questionnaire. To do this, we have used the sample of 167 responses. Finally, together with results from SEM models, our study contributes to providing a reliable and valid questionnaire which fully reflect for our self-constructed theoretical model of five constructs including Online shopping experience (OSE), External incentives (EI), Seller service (SS), and Security/privacy (SP), as well as personal characteristics (PC).http://www.sciencedirect.com/science/article/pii/S2405844020317308Customer satisfactionDeterminantsBeauty & cosmeticOnline shoppingVietnamBehavioral economics |
| spellingShingle | Thuan Thi Nhu Nguyen Developing and validating five-construct model of customer satisfaction in beauty and cosmetic E-commerce Heliyon Customer satisfaction Determinants Beauty & cosmetic Online shopping Vietnam Behavioral economics |
| title | Developing and validating five-construct model of customer satisfaction in beauty and cosmetic E-commerce |
| title_full | Developing and validating five-construct model of customer satisfaction in beauty and cosmetic E-commerce |
| title_fullStr | Developing and validating five-construct model of customer satisfaction in beauty and cosmetic E-commerce |
| title_full_unstemmed | Developing and validating five-construct model of customer satisfaction in beauty and cosmetic E-commerce |
| title_short | Developing and validating five-construct model of customer satisfaction in beauty and cosmetic E-commerce |
| title_sort | developing and validating five construct model of customer satisfaction in beauty and cosmetic e commerce |
| topic | Customer satisfaction Determinants Beauty & cosmetic Online shopping Vietnam Behavioral economics |
| url | http://www.sciencedirect.com/science/article/pii/S2405844020317308 |
| work_keys_str_mv | AT thuanthinhunguyen developingandvalidatingfiveconstructmodelofcustomersatisfactioninbeautyandcosmeticecommerce |