The study also found thatonline shoppers tend to care more about the tail end of their shopping experience, such as the site's payment process and whether their purchases are delivered on time.In contrast, those at physical stores are more concerned about the start - the availability of products, the types of promotions offered and the staff's courtesy. One observation was that consumers tend to visit online stores more often and, as a result, spend more there, despite perceiving these as having lower value and quality than bricks-and-mortar ones. "The expectations of service are quite different for an online store," said ISES Executive Director Neeta Lachmandas. "The challenge for businesses is the integration... Can we integrate the bricks-and-mortar with the convenience of online?" Commenting on the performance of supermarkets, ISES head of research and consulting Mr Chen Yongchang noted that the roll-out of self-checkout machines at supermarkets has "complemented cashiers in facilitating a smooth payment process" and did not adversely affect customer satisfaction.
Ministry of Commerce of the People’s Republic of China
Link:
https://www.smu.edu.sg/sites/default/files/smu/news_room/smu_in_the_news/2016/Ju...
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