Acta Univ. Agric. Silvic. Mendelianae Brun. 2018, 66(5), 1239-1247 | DOI: 10.11118/actaun201866051239

Consumers' Decision-Making in Online Grocery Shopping: the Impact of Services Offered and Delivery Conditions

Radka Bauerová
Department of Business Economics and Management, Faculty of Business Administration, Silesian University in Karviná, Univerzitní náměstní 1934/3, 733 40 Karviná, Czech Republic

The growing consumer interest in buying food online has caused that online grocery shopping (OGS) is the current most evolving e-commerce category. Therefore, focus on the factors influencing e-consumer's decision-making is an important key to tailor optimal marketing strategy. OGS is specific due to the food aspects (quality, freshness and durability) as well as to the offered services and delivery conditions of the online purchase process. The aim of the paper is to extend external factors of online consumer decision process and examine the influence of offered services and delivery conditions toward consumer's decision-making in online grocery shopping. The paper focuses primarily on the choice of the type of service and the determination of delivery conditions that have a positive impact on the customer's decision-making. The empirical analysis was conducted on a sample of Czech online grocery buyers involving 536 respondents interviewed online. The results show the high customer sensitivity in delivery time and charge, while the impact of the minimum required order on the consumer's intention to shop grocery online is not so decisive. The results suggest the Delivery Passes is the consumer most requested service and could play a role in building loyalty.

Keywords: online grocery shopping, e-commerce, decision-making process, consumer behaviour, marketing strategy, services, delivery conditions
Grants and funding:

This research was financially supported by the Student grant competition project SGS/7/2017: "Acceptance of technology from the perspective of marketing tools."

Published: October 29, 2018  Show citation

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Bauerová, R. (2018). Consumers' Decision-Making in Online Grocery Shopping: the Impact of Services Offered and Delivery Conditions. Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis, 66(5), 1239-1247. doi: 10.11118/actaun201866051239
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