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Investigating the customer’s intention in the “Clicks-and-Mortar” business model

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Abstract

The aim of the paper is twofold: (1) to examine the impact of different characteristics of virtual and physical distribution channels on consumers, and (2) to analyze the key factors that influence consumer purchase intentions in the click-and-mortar business model. In this study we employed the S-O-R Model as a framework and combine it with the Information System Success Model and the Experiential Marketing Theory to explore the factors that affect consumer purchase intentions on websites and in offline stores. The empirical result shows that the information quality, system quality, sense experience and feel experience have significant positive influences on consumer satisfaction and emotions, which further influence the consumer purchase intentions. Only the act experience has no significant impact on consumers’ emotions. In addition, we employed gender and occupation to classify and compare the sample data. In the category of gender, we found the female consumers’ emotions will influence their purchase intentions, but the males’ will not. The results of the category of non-student also show that non-student purchase intentions will not be affected by emotions. In conclusion, we hope that the results of our research can identify directions for the future research on related issues and facilitate the development of business.

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Authors and Affiliations

  1. School of Computer Science and Engineering, University of Aizu, Aizu-Wakamatsu, Fukushima, 965-8580, Japan

    Neil Y. Yen

  2. Department of Management Information Systems, National Chung Hsing University, No. 250, Kuo Kuang Rd., Taichung, 402, Taiwan, ROC

    Chia-Chen Chen & Jia-Jiun Hu

Authors
  1. Neil Y. Yen
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  2. Chia-Chen Chen
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  3. Jia-Jiun Hu
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Correspondence to Chia-Chen Chen.

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Appendix: Questionnaire Items

Appendix: Questionnaire Items

Information quality (IQ)

IQ1: The click-and-mortar website provides me with all the information I need

IQ2: The information provided by the click-and-mortar website is accurate

IQ3: The information provided by the click-and-mortar website is varied

System quality (SQ)

SQ1: I can get on the click-and-mortar website anywhere and anywhere

SQ2: When I visit the website, the click-and-mortar website is working properly

SQ3: I can easily find the product information what I want

SQ4: The click-and-mortar website is easy to read

SQ5: The functions of the click-and-mortar website is easy to use

Sense experiences (SE)

SE1: The goods in the click-and-mortar store are quite rich

SE2: The interior design of the click-and-mortar store appeal for me

SE3: The environment of the click-and-mortar store makes me feel better

SE4: Browse the merchandise will make me feel more like to buy

Feel experiences (FE)

FE1: The service in the store will make me feel kind and intimate

FE2: The atmosphere of the store will make me feel pleasure

FE3: The merchandise are better than expected when I browsing in the store

FE4: Browse the merchandise will let me have the desire to buy

Act experiences (AE)

AE1: In the store, I would like to buy merchandise immediately

AE2: Activities provided by store do attract me to join

AE3: I would like to further explore the store’s other activities

AE4: Interaction with the clerk will increase my understanding of the goods

Satisfaction (SA)

SA1: I am satisfied with the performance I receive from the click-and-mortar

SA2: I have a positive attitude toward the click-and-mortar

SA3: The service provided by the click-and-mortar is consistent with my expectation

Consumer emotions (CE)

CE1: On the physical store, I feel the inner emotions was unhappy (1) to happy (5) influenced by the worth of the service?

CE2: On the physical store, I feel the inner emotions was unsatisfied (1) to satisfied (5) influenced by the worth of the service?

CE3: On the physical store, I feel the inner emotions was disappointed (1) to delighted (5) influenced by the worth of the service?

CE4: On the physical store, I feel the inner emotions was bored (1) to entertained (5) influenced by the worth of the service?

CE5: On the physical store, I feel the inner emotions was depressed (1) to cheerful (5) influenced by the worth of the service?

Purchase intentions (PI)

PI1: If I need the product, I consider purchasing through the click-and-mortar

PI2: I intend to purchase the product through the click-and-mortar

PI3: I will recommend others to purchase the product through the click-and-mortar

PI4: I will give priority to consider the click-and-mortar

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Yen, N.Y., Chen, CC. & Hu, JJ. Investigating the customer’s intention in the “Clicks-and-Mortar” business model. J Ambient Intell Human Comput 15, 1813–1823 (2024). https://doi.org/10.1007/s12652-018-0929-6

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