Impact of Digitalization on Customers’ Well-Being in the Pandemic Period

Challenges and Opportunities for the Retail Industry

Dados Bibliográficos

ID15480319
AutoresUmair Akram (0000-0002-9980-6164, Jiangsu University), Melinda Timea Fülöp (0000-0002-8972-0826, Babeș-Bolyai University), Adriana Tiron‐Tudor (0000-0001-5530-5635, Babeș-Bolyai University), Dan Ioan Topor (0000-0002-9092-1449, 1 Decembrie 1918 University, autor correspondente), Sorinel Căpuşneanu (0000-0003-3799-3993, Titu Maiorescu University)
Ano2021
Volume18
Fascículo14
Páginas7533-7533
Data de publicação2021-07-15
Peer ReviewedSim
Open AccessSim
TipoARTICLE
PeriódicoInternational Journal of Environmental Research and Public Health (JOURNAL)
Identificadores do periódicoISSN: 1661-7827 • E-ISSN: 1660-4601
EditoraMultidisciplinary Digital Publishing Institute (PUBLISHER • CH)
DOI10.3390/ijerph18147533
OpenAlexW3183062801
IdiomaEN
Citações recebidas14
Referências citadas28

Order increases, supply chain disruptions, changing customer behavior, store closures, and more that have been caused by the coronavirus epidemic (COVID-19) will undoubtedly affect the online commerce forms of business. The coronavirus pandemic has a significant impact on digitalization and customer experience and well-being in mobile commerce. Since the beginning of the coronavirus pandemic, online sales and the number of online shoppers using wireless internet-enabled devices have increased tremendously. The article develops, an experimental study that captures COVID-19 and digital commerce’s impact in terms of customers’ experience and well-being during the pandemic period. The study explores the synergy between technology evolution and the effects of the COVID-19 pandemic on customers’ behavior based on survey data collection and the technology acceptance model (TAM). The results reveal that, for millennials, digital commerce seems to be the typical way of shopping and paying in the pandemic period since the oldest generations adopted in a smaller proportion the use of mobile devices for shopping and payments. Besides, retailers are confronted with great challenges raised by millennials’ expectations. The result confirms four of the six hypotheses based on the technology acceptance model (TAM). As a result, it shows that the easiness of use, trust, mobility, and customer involvement influences the behavioral intention of the customer to use mobile commerce, and that usefulness and customization does not influence the behavioral intention

Advertising · Business · Consumer behaviour · Coronavirus disease 2019 (COVID-19 · E-commerce · Mobile commerce · Order (exchange · Pandemic · Personalization · Computer Science · Consumer Retail Behavior Studies · Digital Marketing and Social Media · Technology Adoption and User Behaviour · Marketing