Perceived service quality and self-concept influences on consumer attitude and purchase process: A comparison between physical and internet channels

摘要

Though customers are familiar with shopping through physical channels, in this era of information technology, more and more customers are inclined to use visual shopping channels on the internet. However, with reference to specific products, it is observed that the perceived service quality and self-concept are expected to influence the purchase intention and behavior of consumers to have preference for either physical or internet shopping channels. In order to explore this aspect, a survey is planned empirically analyzed from the perspective of shopping by female customers of cosmetic and skincare products in Taiwan. In this connection, a research framework is developed and several hypotheses are proposed and tested using the survey data. The data are analyzed statistically and the results are discussed. Recommendations are made for shopping channels to increase their performance with regard to service quality and understanding a consumer's self-concept. (85 refs.)