Skip to main content
SpringerLink
Log in

Experiences of Users from Online Grocery Stores

  • Chapter
  • First Online:
Self-Service in the Internet Age

Part of the book series: Computer Supported Cooperative Work ((CSCW))

Abstract

Grocery shopping, traditionally considered as the pinnacle of the self-service industry, is used as the case study in this chapter. As the Internet has become widely used by many segments of the population, the opportunity to shop online for groceries has been presented to consumers. This chapter considers issues that need to be addressed to make online grocery shopping systems more usable for these consumers, based on feedback from individuals who participated in a study of user interactions with Australian online grocery stores.

This is a preview of subscription content, log in via an institution to check access.

Access this chapter

Log in via an institution
Chapter
USD 29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
USD 84.99
Price excludes VAT (USA)
  • Available as EPUB and PDF
  • Read on any device
  • Instant download
  • Own it forever
Softcover Book
USD 109.00
Price excludes VAT (USA)
  • Compact, lightweight edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info
Hardcover Book
USD 109.99
Price excludes VAT (USA)
  • Durable hardcover edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Institutional subscriptions

References

  • ABS (2003–04) 6530.0 Household Expenditure Survey, Australia: Summary of results (Reissue), Australian Bureau of Statistics, Canberra

    Google Scholar 

  • Ahuja M, Gupta B, Raman P (2003) An Empirical Investigation of Online Consumer Purchasing Behavior. Commun ACM 46(12):145–151

    Article  Google Scholar 

  • Aylott R, Mitchell VW (1998) An Exploratory Study of Grocery Shopping Stressors. Int J Retail Distrib Manag 26(9):362–373

    Article  Google Scholar 

  • Badre A (2002) Shaping Web Usability: Interaction Design in Context. Addison-Wesley, Boston, MA

    Google Scholar 

  • Bannister P (2002) The Best Ten Practices of Online Retailing. http://ecommerce.internet.com/news/insights/trends/article/0,3371,10417_979861,00.html. Accesssed 12 December 2005

  • Bara J, Dorazio P, Trenner L (2001) The Usability Business Making the Web Work. Springer, London

    Google Scholar 

  • Bellman S, Lohse GL, Johnson EJ (1999) Predictors of Online Buying Behavior. Commun ACM 42(12):32–38

    Article  Google Scholar 

  • Benbunan-Fich R (2001) Using Protocol Analysis to Evaluate the Usability of a Commercial Web Site. Inf Manag 39(2):151–163

    Article  Google Scholar 

  • Cochran WG, Cox GM (1957) Experimental Designs. Wiley, New York

    MATH  Google Scholar 

  • Coles Myer Ltd (2005) Annual Report 2005: Maintaining Momentum. http://www.colesmyer.com/library/Investors/FinancialReports/2005/annual_report_2005.pdf. Accesssed 17 August 2006

  • Consumer Union of U.S. (2000) Food Fight. http://www.consumerreports.org/cro/index.htm. Accessed 2 May 2003

  • Davis FD (1989) Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology. MISQ 13(3):318–340

    Article  Google Scholar 

  • Freeman M (2003) The Current State of Online Supermarket Usability in Australia. Paper presented at the 14th Australian Conference on Information Systems (ACIS), Perth, Australia, 26–28 November

    Google Scholar 

  • Freeman M (2006) Perceptions of the ordering process of online grocery stores. Paper presented at the IR 7.0 Conference: Internet Convergences, Brisbane, Australia, 27–30 September

    Google Scholar 

  • Freeman M, Hyland P, Soar J (2003) Usability of Supermarkets in Australia. Paper presented at the 4th Annual Conference of the ACM Special Interest Group on Computer-Human Interaction New Zealand Chapter, Otago, New Zealand, 3–4 July

    Google Scholar 

  • Freeman M, Norris A, Hyland P (2006) Usability of online grocery systems: a focus on errors. Paper presented at the OZCHI 2006 Conference: design: activities, artefacts and environments, Sydney, Australia, 20–24 November

    Google Scholar 

  • Geuens M, Brengman M, S'Jegers R (2003) Food Retailing, now and in the Future. A Consumer Perspective. J Retailing Consum Serv 10(4):241–251

    Article  Google Scholar 

  • Goldstein A (2002) Online Shopping Settles into Sensible Routine. E-Commerce Times

    Google Scholar 

  • Hannen M (2002) Shopping That Clicks. Bus Rev Wkly 24(4):66–67

    Google Scholar 

  • Harlam B, Lodish L (1995) Modeling Consumers' choices of Multiple Items. J Mark Res 32(4):404–419

    Article  Google Scholar 

  • Heikkila J, Kallio J, Saarinen T at al. (1998) Analysis of Expectations on Electronic Grocery Shopping for Potential Customer Segments. Aust J Inf Syst 6:56–69

    Google Scholar 

  • Hicks M (2002) Plug in to Consumers - Usability Testing, Tools Help Prevent Site Flaws, Reveal Secrets to Web Success eWeek 19(4):45

    MathSciNet  Google Scholar 

  • Hölscher C, Strube G (2000) Web Search behavior of Internet experts and newbies. Paper presented at the WWW9 – Computer Networks Conference, Amsterdam, 15–19 May

    Google Scholar 

  • Hong W, Thong J, Tam K (2004) Design product listing pages on e-commerce websites: an examination of presentation mode and information format. Int J Hum-Comput Stud 61:481–503

    Article  Google Scholar 

  • ISO 9241-11 (1998) Ergonomic Requirements for Office Work with Visual Display Terminals (VDTs) – Part II: Guidance on Usability, International Organization for Standardization

    Google Scholar 

  • James M (2001) Site Usability Key to Converting Casual Users into e-Shoppers. New Media Age 17:7

    Google Scholar 

  • Kempiak M, Fox MA (2002) Online Grocery Shopping: Consumer Motives, Concerns, and Business Models. First Monday 7(9). http://firstmonday.org/issues/issue7-9/fox/index.html. Accessed 2 September 2002

  • Lewison DM (1994) Retailing, 5th edn. Macmillan College Publishing Company, New York

    Google Scholar 

  • Lohse GL, Spiller P (1998) Quantifying the Effect of User Interface Design Features on Cyperstore Traffic and Sales. Paper presented at the CHI'98 Conference on Human Factors in Computing Systems, Los Angeles, California, USA, 18–23 April

    Google Scholar 

  • Mandel T (1997) The Elements of User Interface Design. John Wiley and Sons, New York

    Google Scholar 

  • McGovern G (2001) Information Architecture Versus Graphic Design. http://www.clickz.com/design/site_design/article.php/945631. Accessed 2 December 2005

  • MyWebGrocer (2001) Online Grocery Shopping: Learnings From The Practitioners. www.fmi.org/e_business/webgrocer.html. Accessed 26 March 2004

  • Nielsen J (2000a), Designing Web Usability. New Riders, Indianapolis

    Google Scholar 

  • Nielsen J (2000b) Test With 5 Users, Alertbox, March 19. http://www.useit.com/alertbox/20000319.html. Accessed 21 February 2005

  • Nielsen J (2001) Search: Visible and Simple (Alertbox). http://www.useit.com/alertbox/20010513.html. Accessed 31 May 2006

  • Nielsen J, Levy J (1994) Measuring Usability Preferences vs. Performance. Commun ACM 37(4):66–76

    Article  Google Scholar 

  • Oi WY (2004) The Supermarket: An Institutional Innovation. Aust Econ Rev 37(3):337–342

    Article  Google Scholar 

  • Phelps J, Nowak G, Ferrell E (2000) Privacy concerns and consumer willingness to provide personal information. J Public Policy and Mark 19(1):27–41

    Article  Google Scholar 

  • Polegato R, Zaichkowsky J (1994) Family Food Shopping: Strategies Used by Husbands and Wives. J Consum Aff 28(2):278–299

    Article  Google Scholar 

  • Preece J (2000) Online Communities: Designing Usability, Supporting Sociability. Wiley, Chichester

    Google Scholar 

  • Pritchard WN (2000) Beyond the Modern Supermarket: Geographical Approaches to the Analysis of Contemporary Australian Retail Restructuring. Aust Geogr Stud 38(3):204–218

    Article  MathSciNet  Google Scholar 

  • Raijas A (2002) The consumer benefits and problems in the electronic grocery store. J Consum Serv 9(2):107–113

    Article  Google Scholar 

  • Raymond J (2001) Databasics: No More Shoppus Interruptus. Am Demogr 23(5):39–40

    MathSciNet  Google Scholar 

  • Rubin J (1994) Handbook of Usability Testing: how to plan, design and conduct effective tests . Wiley, New York

    Google Scholar 

  • Tilson R, Dong J, Martin S et al. (1998) A Comparison of Two Current E-Commerce Sites. Proceedings of the 16th Annual International Conference on Computer Documentation, Quebec, Canada, 24–26 September

    Google Scholar 

  • Vrechopoulos AP, O'Keefe RM, Doukidis GI et al. (2004) Virtual Store Layout: As Experimental Comparison in the Context of Grocery Retail. J Retailing 80(1):13–22

    Article  Google Scholar 

  • Yen H, Gwinner K (2003) Internet retail customer loyalty: the mediating role of relational benifits. Int J Serv Ind Manag 14(5):483–500

    Article  Google Scholar 

Download references

Author information

Authors and Affiliations

  1. School of Information Systems and Technology, University of Wollongong, Wollongong, NSW 2522, Australia

    Mark Freeman

Authors
  1. Mark Freeman
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Mark Freeman .

Editor information

Editors and Affiliations

    Rights and permissions

    Reprints and permissions

    Copyright information

    © 2009 Springer-Verlag London Limited

    About this chapter

    Cite this chapter

    Freeman, M. (2009). Experiences of Users from Online Grocery Stores. In: Sudweeks, F., Romm Livermore, C., Oliver, D. (eds) Self-Service in the Internet Age. Computer Supported Cooperative Work. Springer, London. https://doi.org/10.1007/978-1-84800-207-4_7

    Download citation

    • DOI: https://doi.org/10.1007/978-1-84800-207-4_7

    • Published:

    • Publisher Name: Springer, London

    • Print ISBN: 978-1-84800-206-7

    • Online ISBN: 978-1-84800-207-4

    • eBook Packages: Computer ScienceComputer Science (R0)

    Publish with us

    Policies and ethics

    Search

    Navigation