• Journal of Korea Trade
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• v.25 no.6
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• pp.20-33
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• 2021

Purpose - The growth in consumers' online shopping has even been accelerated by the COVID-19 pandemic. While the purchase can be made from any countries online, the purpose is to examine the effect of the country of the online retailer (COOR) on consumers' perceived risk and purchase motivation, focusing on the retailer not on the brand. Design/methodology - Survey data from online shoppers are analized using the structural equation model. Findings - COOR, like COO of the brand manufacturer, positively affect consumer's purchase intension. First, the images and the perceived psychic distances of the COOR affects both perceived risk and purchase confidence. Secondly, this perceived risk and confidence they put on the transaction then affect the purchase intension of the consumer. Originality/value - We show that the quality of the signal comes not only from the manufacturer-branded product item itself with a certain COO, but also from the retailer who carries it.

• International Journal of Computer Science & Network Security
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• v.23 no.6
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• pp.176-180
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• 2023

Aim of this study to examine the mediating role of network service between perceived quality, retailer service and customer satisfaction during COVID-19. Primary data gathered through adopted questionnaire from previous studies and 200 university students were asked to fill online questionnaire during COVID-19 situation in country. Structural Equation Modelling technique applied in order to test the proposed hypothesis generated from existing literature review. Findings revealed full mediation effect of network service for both perceived quality and retailer service on customer satisfaction during COVID-19. New insights of this study are key role of network services is identified and university students' satisfaction is measured for online classes in developing country, Pakistan. In future serial mediation is suggested for validity of existing results in developed and developing countries.

• The Journal of Asian Finance, Economics and Business
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• v.6 no.1
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• pp.195-203
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• 2019

The study aims to identify Service Quality factors that affect purchase decision on Click and Collect service through the mediating variable of customer emotions at Mobile World stores in Ho Chi Minh City. This study employs a mixed methods research design. Data were collected through online self-completion questionnaire distributed to 316 customers who used to experience Click and Collect service at the Mobile World stores in Ho Chi Minh City, Vietnam. The theoretical model was tested through two-stage regression analysis (PATH model). The findings show that factors of service quality such as Reliability, Responsiveness, Assurance, Empathy, Tangibility, and Emotions affect the decision to purchase online and receive products directly at Mobile World stores in Ho Chi Minh City. Responsiveness and Assurance have a significant positive impact on the customer's emotions. Consequently, these factors should be considered and addressed when conducting multi-channel services. Obviously, employees must first be trained to be able to deliver the promise of the retailer to their customers. Based on the results of the study, the authors provide managerial implications for retailers in Vietnam in the multi-channel retail environment to develop Click and Collect at retail stores across the country and the world.