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Online grocery shopping: the impact of shopping frequency on perceived risk

Citation

Mortimer, G and Fazal-E-Hasan, SM and Andrews, L and Martin, J, Online grocery shopping: the impact of shopping frequency on perceived risk, The International Review of Retail, Distribution and Consumer Research, 26, (2) pp. 202-223. ISSN 1466-4402 (2016) [Refereed Article]

Copyright Statement

© 2016 Taylor & Francis

DOI: doi:10.1080/09593969.2015.1130737

Abstract

Online grocery shopping has enjoyed strong growth and it is predicted this channel will continue to grow exponentially in the coming years. While online shopping has attracted an abundance of research interest, examinations of online grocery shopping behaviour are only now emerging. Shopping online for groceries differs considerably from general online shopping due to the perishability and variability of the product, and frequency of the shopping activity. Two salient gaps underpin this research into online grocery shopping. This study responds to calls to investigate the online shoppers’ experience in the context of online purchasing frequency. Second, this study examines the mediating effect of perceived risk between trust and online repurchase intention of groceries. An online survey was employed to collect data from shoppers who were recruited from a multi-channel grocery e-retailer’s database. The online survey, comprising 16 reflective validated scale items, was sent to 555 frequent and infrequent online grocery shoppers. Results find that while customer satisfaction predicts trust for both infrequent and frequent online grocery shoppers, perceived risk fully mediates the effect of trust on repurchase intentions for infrequent online grocery shoppers. Furthermore, path analysis reveals that the developed behavioural model is variant across both groups of shoppers. Theoretically, we provide a deeper understanding of the online customer experience, while gaining insight into two shopper segments identified as being important to grocery e-retailers. For managers, this study tests an online customer behavioural model with actual purchasing behaviour and identifies the continued presence of perceived risk in grocery e-retailing, regardless of purchase frequency or experience.

Item Details

Item Type:Refereed Article
Keywords:online grocery shopping, online customer experience, perceived risk, trust, satisfaction, purchasing frequency, e-retailing
Research Division:Commerce, Management, Tourism and Services
Research Group:Marketing
Research Field:Marketing Measurement
Objective Division:Economic Framework
Objective Group:Management and Productivity
Objective Field:Marketing
Author:Fazal-E-Hasan, SM (Dr Syed Fazal-E-Hasan)
ID Code:107884
Year Published:2016
Web of Science® Times Cited:3
Deposited By:Tasmanian School of Business and Economics
Deposited On:2016-03-30
Last Modified:2016-09-26
Downloads:0

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