Online Consumer Behaviour A Comprehensive Guide

What is Online consumer behaviour?

Online Consumer Behaviour Consumer buying behavior refers to the actions taken by (both on and offline mode) consumers before finalizing the decision to buy a product or service. Online shopping behaviour consists of the buying process of products and services through the Internet

The Entire process of buying may include the following considerations or key steps

1. Identification of the need for a product or a service
2. Online search for collecting information with respect to a product or a service
3. Online comparison of the available options in variety of terms such as price, features, quality etc.
4. finalizing the decision to buy the product
5. Observing post-purchase experience which would help in deciding the future purchase.

Buyers can be generally classified as us

1. Spendthrifts: this kind of buyers spend money without hesitation they feel no pain in making a purchase and whatever seems to be appealing to Dam their generally by without thinking much according to survey such kind of buyers constitute only 15% approximately of the population of the online consumer
2. Average Spenders: the other category of buyers could be the average standard they are also terminated as unconflicted such buyers stand money after weighing the available options and when they believe it is worth buying they contribute to 61% approximately of the buying population
3. Frugalist: another category of buying could be frugalistas who prefer to save rather than two spend money they feel pain in buying they are also now as tight verse and they contribute to 24% approximately of the buying population

Consumer behaviour in Online shopping theory

the theories of online consumer behaviour are based on the motivational factors discussed Above and these theories helps in framing the marketing strategies their for is of prime importance that we understand this theory one by one

1. Technology Acceptance theory

this theory was propounded by Fred Davis this theory is based on the foundation of the theory of regionate actions this theory has been formulated to determine the acceptability of Technology and explains

hat easy in using a technology and perceived usefulness are the two importance factors that in shorts acceptibility of Technology according to this theory easy of use of Technology promotes convenience in online shopping and further shapes positive attitude and behaviour of consumers towards online shopping

2.Theory of Reasoned Action

this theory was given by Icek Ajzen and Martin fishbien this theory creates relationship between human actions behaviours and attitude and further explains the behavioural intention of human actions which depends on three major expect that are attitude of individuals weather good or bad subjective norms like individuals motivation and normative believes and individuals perceived controls over behaviour.

theory suggests that the marketing strategies of online business houses must focus on changing the attitude of the customers towards their brand by focusing on the attitude of consumers and developing the opposite attitude towards online shopping and may result in increasing the online shopping

3. Theory of Planned behaviour

this is a simple extension of the theory of resonate action that explains how perceived controls subject norms and intentions impact in the intention to follow the behaviour this theory says that whether the Desired behaviour would happen or not would depend on the above-mentioned 3 except this theory is also known as perceived controls theory

Online Customer Experience

customer experience often made as CX is about customers overall perceptions of their experiences with your business or brand in other words CX refers to the branch Impressions format by customers throughout all Abstract of buyers journey that will govern the perception about the brand in the mind of customers and will impact brand success or failures

online CX is the outcome of every single interaction done by a customer with your business online starting from navigating your website to interacting with customer service and ordering and receiving the product/service they purchased online from you.

Everything your brand do online to attract customers has an impact on your customers’ perception and their decision related to whether they will revisit your

website aur Bil performs any transaction online in future at how a brand manages its presence online and how it deals with this its customers are the two most important aspects that will determine the success of the brand in today’s digital era.

Good customer Experience

Good customer experiences can be achieved by your brand if.

1. Listening to customers is assigned the top priority by your business.
2. You are in regular touch with your customers and give due emphasis on collecting and analyzing the feedback from your customers.
3. You are quick in resolving any issue or grievances or complaint of your customers
4. You make them feel important and keep on updating them with the latest information which may benefit them.

Bad Customer Experience

1. Long waiting delivery times.
2. Inability to understand customer needs.
3. Unresolved queries, complaints and problems.
4. Lack of personalized service.
5. sharing too much of information may result in irritation.