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The current research paper is" /> <title>(PDF) Study on Customer’s attitude towards Online firms based on their Service Reputation | Manjula Shanbhog - Academia.edu</title> <link rel="canonical" href="https://www.academia.edu/89541267/Study_on_Customer_s_attitude_towards_Online_firms_based_on_their_Service_Reputation" /> <script async src="https://www.googletagmanager.com/gtag/js?id=G-5VKX33P2DS"></script> <script> window.dataLayer = window.dataLayer || []; function gtag(){dataLayer.push(arguments);} gtag('js', new Date()); gtag('config', 'G-5VKX33P2DS', { cookie_domain: 'academia.edu', send_page_view: false, }); gtag('event', 'page_view', { 'controller': "single_work", 'action': "show", 'controller_action': 'single_work#show', 'logged_in': 'false', 'edge': 'unknown', // Send nil if there is no A/B test bucket, in case some records get logged // with missing data - that way we can distinguish between the two cases. // ab_test_bucket should be of the form <ab_test_name>:<bucket> 'ab_test_bucket': null, }) </script> <script> var $controller_name = 'single_work'; var $action_name = "show"; var $rails_env = 'production'; var $app_rev = '9a8e9ca111ca412c76c8fd2767868304f6fa3970'; var $domain = 'academia.edu'; var $app_host = "academia.edu"; var $asset_host = "academia-assets.com"; var $start_time = new Date().getTime(); var $recaptcha_key = "6LdxlRMTAAAAADnu_zyLhLg0YF9uACwz78shpjJB"; var $recaptcha_invisible_key = "6Lf3KHUUAAAAACggoMpmGJdQDtiyrjVlvGJ6BbAj"; var $disableClientRecordHit = false; </script> <script> window.require = { config: function() { return function() {} } } </script> <script> window.Aedu = window.Aedu || {}; window.Aedu.hit_data = null; window.Aedu.serverRenderTime = new Date(1732769010000); window.Aedu.timeDifference = new Date().getTime() - 1732769010000; </script> <script type="application/ld+json">{"@context":"https://schema.org","@type":"ScholarlyArticle","abstract":"Abstract—The rapid shift in the digitized market has transformed the way the business buys and sells products and provides service to its customer. Retail is now 24x7, so, customer can shop from anywhere and at any time. The current research paper is the part of the larger study and tries to examine the customer behavior towards online firm based on their reputation. The online firms are considered of two types, direct selling online firms (DSOF) – these firms manufactures and sells their product online, indirect selling online firm(IdSOF)- these firms sells the products manufactured by others firms. This study also analyzes the factors to evaluate the reputation of service provider. Questionnaires were formed as a research instrument and web based survey was conducted and also questionnaires were mailed to the respondents web mail account, accordingly the data and information were collected and analyzed. Keywords—rapid shift, direct selling online firm, retail, manufactures, reputa...","author":[{"@context":"https://schema.org","@type":"Person","name":"Manjula Shanbhog"}],"contributor":[],"dateCreated":"2022-10-30","dateModified":"2022-10-30","datePublished":"2015-01-01","headline":"Study on Customer’s attitude towards Online firms based on their Service Reputation","inLanguage":"en","keywords":[],"locationCreated":null,"publication":null,"publisher":{"@context":"https://schema.org","@type":"Organization","name":null},"image":null,"thumbnailUrl":null,"url":"https://www.academia.edu/89541267/Study_on_Customer_s_attitude_towards_Online_firms_based_on_their_Service_Reputation","sourceOrganization":[{"@context":"https://schema.org","@type":"EducationalOrganization","name":"niu"}]}</script><link rel="stylesheet" media="all" href="//a.academia-assets.com/assets/single_work_page/loswp-102fa537001ba4d8dcd921ad9bd56c474abc201906ea4843e7e7efe9dfbf561d.css" /><link rel="stylesheet" media="all" 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buys and sells products and provides service to its customer. Retail is now 24x7, so, customer can shop from anywhere and at any time. The current research paper is the part of the larger study and tries to examine the customer behavior towards online firm based on their reputation. The online firms are considered of two types, direct selling online firms (DSOF) – these firms manufactures and sells their product online, indirect selling online firm(IdSOF)- these firms sells the products manufactured by others firms. This study also analyzes the factors to evaluate the reputation of service provider. Questionnaires were formed as a research instrument and web based survey was conducted and also questionnaires were mailed to the respondents web mail account, accordingly the data and information were collected and analyzed. Keywords—rapid shift, direct selling online firm, retail, manufactures, reputa...","publication_date":"2015,,"},"document_type":"paper","pre_hit_view_count_baseline":null,"quality":"high","language":"en","title":"Study on Customer’s attitude towards Online firms based on their Service Reputation","broadcastable":false,"draft":null,"has_indexable_attachment":true,"indexable":true}}["work"]; window.loswp.workCoauthors = [4393766]; window.loswp.locale = "en"; window.loswp.countryCode = "SG"; window.loswp.cwvAbTestBucket = ""; window.loswp.designVariant = "ds_vanilla"; window.loswp.fullPageMobileSutdModalVariant = "full_page_mobile_sutd_modal"; window.loswp.useOptimizedScribd4genScript = false; window.loswp.appleClientId = 'edu.academia.applesignon';</script><script defer="" src="https://accounts.google.com/gsi/client"></script><div class="ds-loswp-container"><div class="ds-work-card--grid-container"><div class="ds-work-card--container js-loswp-work-card"><div class="ds-work-card--cover"><div class="ds-work-cover--wrapper"><div class="ds-work-cover--container"><button class="ds-work-cover--clickable js-swp-download-button" data-signup-modal="{"location":"swp-splash-paper-cover","attachmentId":93327936,"attachmentType":"pdf"}"><img alt="First page of “Study on Customer’s attitude towards Online firms based on their Service Reputation”" class="ds-work-cover--cover-thumbnail" src="https://0.academia-photos.com/attachment_thumbnails/93327936/mini_magick20221030-1-lr3jz9.png?1667150126" /><img alt="PDF Icon" class="ds-work-cover--file-icon" src="//a.academia-assets.com/assets/single_work_splash/adobe.icon-574afd46eb6b03a77a153a647fb47e30546f9215c0ee6a25df597a779717f9ef.svg" /><div class="ds-work-cover--hover-container"><span class="material-symbols-outlined" style="font-size: 20px" translate="no">download</span><p>Download Free PDF</p></div><div class="ds-work-cover--ribbon-container">Download Free PDF</div><div class="ds-work-cover--ribbon-triangle"></div></button></div></div></div><div class="ds-work-card--work-information"><h1 class="ds-work-card--work-title">Study on Customer’s attitude towards Online firms based on their Service Reputation</h1><div class="ds-work-card--work-authors ds-work-card--detail"><a class="ds-work-card--author js-wsj-grid-card-author ds2-5-body-md ds2-5-body-link" data-author-id="4393766" href="https://niu.academia.edu/ManjulaShanbhog"><img alt="Profile image of Manjula Shanbhog" class="ds-work-card--author-avatar" src="https://0.academia-photos.com/4393766/1780666/2125810/s65_manjula.shanbhog.jpg" />Manjula Shanbhog</a></div><div class="ds-work-card--detail"><p class="ds-work-card--detail ds2-5-body-sm">2015</p><div class="ds-work-card--work-metadata"><div class="ds-work-card--work-metadata__stat"><span class="material-symbols-outlined" style="font-size: 20px" translate="no">visibility</span><p class="ds2-5-body-sm" id="work-metadata-view-count">…</p></div><div class="ds-work-card--work-metadata__stat"><span class="material-symbols-outlined" style="font-size: 20px" translate="no">description</span><p class="ds2-5-body-sm">6 pages</p></div><div class="ds-work-card--work-metadata__stat"><span class="material-symbols-outlined" style="font-size: 20px" translate="no">link</span><p class="ds2-5-body-sm">1 file</p></div></div><script>(async () => { const workId = 89541267; const worksViewsPath = "/v0/works/views?subdomain_param=api&work_ids%5B%5D=89541267"; const getWorkViews = async (workId) => { const response = await fetch(worksViewsPath); if (!response.ok) { throw new Error('Failed to load work views'); } const data = await response.json(); return data.views[workId]; }; // Get the view count for the work - we send this immediately rather than waiting for // the DOM to load, so it can be available as soon as possible (but without holding up // the backend or other resource requests, because it's a bit expensive and not critical). const viewCount = await getWorkViews(workId); const updateViewCount = (viewCount) => { const viewCountNumber = Number(viewCount); if (!viewCountNumber) { throw new Error('Failed to parse view count'); } const commaizedViewCount = viewCountNumber.toLocaleString(); const viewCountBody = document.getElementById('work-metadata-view-count'); if (viewCountBody) { viewCountBody.textContent = `${commaizedViewCount} views`; } else { throw new Error('Failed to find work views element'); } }; // If the DOM is still loading, wait for it to be ready before updating the view count. if (document.readyState === "loading") { document.addEventListener('DOMContentLoaded', () => { updateViewCount(viewCount); }); // Otherwise, just update it immediately. } else { updateViewCount(viewCount); } })();</script></div><p class="ds-work-card--work-abstract ds-work-card--detail ds2-5-body-md">Abstract—The rapid shift in the digitized market has transformed the way the business buys and sells products and provides service to its customer. Retail is now 24x7, so, customer can shop from anywhere and at any time. The current research paper is the part of the larger study and tries to examine the customer behavior towards online firm based on their reputation. The online firms are considered of two types, direct selling online firms (DSOF) – these firms manufactures and sells their product online, indirect selling online firm(IdSOF)- these firms sells the products manufactured by others firms. This study also analyzes the factors to evaluate the reputation of service provider. Questionnaires were formed as a research instrument and web based survey was conducted and also questionnaires were mailed to the respondents web mail account, accordingly the data and information were collected and analyzed. Keywords—rapid shift, direct selling online firm, retail, manufactures, reputa...</p><div class="ds-work-card--button-container"><button class="ds2-5-button js-swp-download-button" data-signup-modal="{"location":"continue-reading-button--work-card","attachmentId":93327936,"attachmentType":"pdf","workUrl":"https://www.academia.edu/89541267/Study_on_Customer_s_attitude_towards_Online_firms_based_on_their_Service_Reputation"}">See full PDF</button><button class="ds2-5-button ds2-5-button--secondary js-swp-download-button" data-signup-modal="{"location":"download-pdf-button--work-card","attachmentId":93327936,"attachmentType":"pdf","workUrl":"https://www.academia.edu/89541267/Study_on_Customer_s_attitude_towards_Online_firms_based_on_their_Service_Reputation"}"><span class="material-symbols-outlined" style="font-size: 20px" translate="no">download</span>Download PDF</button></div></div></div></div><div data-auto_select="false" data-client_id="331998490334-rsn3chp12mbkiqhl6e7lu2q0mlbu0f1b" 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class="ds2-5-text-link__content">Download free PDF</span></button><a class="ds2-5-text-link ds2-5-text-link--inline js-wsj-grid-card-view-pdf" href="https://www.academia.edu/35871133/Online_Trust_The_Influence_of_Perceived_Company_s_Reputation_on_Consumers_Trust_and_the_Effects_of_Trust_on_Intention_for_Online_Transactions"><span class="ds2-5-text-link__content">View PDF</span><span class="material-symbols-outlined" style="font-size: 18px" translate="no">chevron_right</span></a></div></div><div class="ds-related-work--container js-wsj-grid-card" data-collection-position="6" data-entity-id="8971742" data-sort-order="default"><a class="ds-related-work--title js-wsj-grid-card-title ds2-5-body-md ds2-5-body-link" href="https://www.academia.edu/8971742/How_Customer_Perception_Shape_Online_buying_Decision">How Customer Perception Shape Online buying Decision</a><div class="ds-related-work--metadata"><a class="js-wsj-grid-card-author ds2-5-body-sm ds2-5-body-link" data-author-id="10933665" href="https://thol.academia.edu/AssocProfDrRashadYazdanifard">Assoc. Prof. Dr. Rashad Yazdanifard</a></div><p class="ds-related-work--abstract ds2-5-body-sm">Abstract- Consumers are playing an important responsibility in online shopping. When online retailers can identify the factors that can affect consumers’ buying behaviour and the associations between these factors and type of online buyers, then they can further widen their marketing strategies to convert potential customers into active ones and at the same time remain the loyal customer as one of the asset of the business. The purpose of the paper will focus on some consumer perception toward buying online decision. It was discovered that overall website quality, commitment factor, customer service and purchase decision are key factors which influence consumers’ perceptions, satisfaction and loyalty of online shopping. When customer unsatisfied with their purchases or increase number of acceptable brand, an individual will become less loyal and brand switching will be occur. Keywords: online shopping, online purchase, ele ctronic commerce, customer perception, customer behaviour, website characteristics, customer satisfaction, brand switching.</p><div class="ds-related-work--ctas"><button class="ds2-5-text-link ds2-5-text-link--inline js-swp-download-button" data-signup-modal="{"location":"wsj-grid-card-download-pdf-modal","work_title":"How Customer Perception Shape Online buying Decision","attachmentId":35287206,"attachmentType":"pdf","work_url":"https://www.academia.edu/8971742/How_Customer_Perception_Shape_Online_buying_Decision","alternativeTracking":true}"><span class="material-symbols-outlined" style="font-size: 18px" translate="no">download</span><span class="ds2-5-text-link__content">Download free PDF</span></button><a class="ds2-5-text-link ds2-5-text-link--inline js-wsj-grid-card-view-pdf" href="https://www.academia.edu/8971742/How_Customer_Perception_Shape_Online_buying_Decision"><span class="ds2-5-text-link__content">View PDF</span><span class="material-symbols-outlined" style="font-size: 18px" translate="no">chevron_right</span></a></div></div><div class="ds-related-work--container js-wsj-grid-card" data-collection-position="7" data-entity-id="74921788" data-sort-order="default"><a class="ds-related-work--title js-wsj-grid-card-title ds2-5-body-md ds2-5-body-link" href="https://www.academia.edu/74921788/The_Influence_of_Marketing_MIX_and_Service_Quality_on_Corporate_Reputation_and_Its_Impact_on_Repurchase_Decision">The Influence of Marketing MIX and Service Quality on Corporate Reputation and Its Impact on Repurchase Decision</a><div class="ds-related-work--metadata"><a class="js-wsj-grid-card-author ds2-5-body-sm ds2-5-body-link" data-author-id="58115009" href="https://universitas-trilogi.academia.edu/AamBastaman">Aam Bastaman</a></div><p class="ds-related-work--metadata ds2-5-body-xs">2017</p><div class="ds-related-work--ctas"><button class="ds2-5-text-link ds2-5-text-link--inline js-swp-download-button" data-signup-modal="{"location":"wsj-grid-card-download-pdf-modal","work_title":"The Influence of Marketing MIX and Service Quality on Corporate Reputation and Its Impact on Repurchase Decision","attachmentId":82900117,"attachmentType":"pdf","work_url":"https://www.academia.edu/74921788/The_Influence_of_Marketing_MIX_and_Service_Quality_on_Corporate_Reputation_and_Its_Impact_on_Repurchase_Decision","alternativeTracking":true}"><span class="material-symbols-outlined" style="font-size: 18px" translate="no">download</span><span class="ds2-5-text-link__content">Download free PDF</span></button><a class="ds2-5-text-link ds2-5-text-link--inline js-wsj-grid-card-view-pdf" href="https://www.academia.edu/74921788/The_Influence_of_Marketing_MIX_and_Service_Quality_on_Corporate_Reputation_and_Its_Impact_on_Repurchase_Decision"><span class="ds2-5-text-link__content">View PDF</span><span class="material-symbols-outlined" style="font-size: 18px" translate="no">chevron_right</span></a></div></div><div class="ds-related-work--container js-wsj-grid-card" data-collection-position="8" data-entity-id="36234046" data-sort-order="default"><a class="ds-related-work--title js-wsj-grid-card-title ds2-5-body-md ds2-5-body-link" href="https://www.academia.edu/36234046/Study_on_the_factors_effecting_on_the_satisfaction_of_online_customers_syed_valiullah_bakhtiyari">Study on the factors effecting on the satisfaction of online customers syed valiullah bakhtiyari</a><div class="ds-related-work--metadata"><a class="js-wsj-grid-card-author ds2-5-body-sm ds2-5-body-link" data-author-id="4316092" href="https://osmania.academia.edu/SyedValiullahBakhtiyari">Dr. Syed V A L I U L L A H Bakhtiyari</a></div><p class="ds-related-work--abstract ds2-5-body-sm">The purpose of this study is to explore the influences of online shopping perceived benefits namely Convenience, Pricing and Wider Selection towards Online Customer Satisfaction and Word of Mouth. The data has been collected on convenience from 200 respondents who experienced at least one online shopping in the last year. The online shopping is considered to be a very helpful way of buying products through the internet especially during the holidays and clearance seasons. It allows customers to enjoy a wide variety of products and items not only from a specific store, but from a diverse storage that includes all kinds of items. Online shopping also provides customers with a good customer service that also occurs online.</p><div class="ds-related-work--ctas"><button class="ds2-5-text-link ds2-5-text-link--inline js-swp-download-button" data-signup-modal="{"location":"wsj-grid-card-download-pdf-modal","work_title":"Study on the factors effecting on the satisfaction of online customers syed valiullah bakhtiyari","attachmentId":56137786,"attachmentType":"doc","work_url":"https://www.academia.edu/36234046/Study_on_the_factors_effecting_on_the_satisfaction_of_online_customers_syed_valiullah_bakhtiyari","alternativeTracking":true}"><span class="material-symbols-outlined" style="font-size: 18px" translate="no">download</span><span class="ds2-5-text-link__content">Download free PDF</span></button><a class="ds2-5-text-link ds2-5-text-link--inline js-wsj-grid-card-view-pdf" href="https://www.academia.edu/36234046/Study_on_the_factors_effecting_on_the_satisfaction_of_online_customers_syed_valiullah_bakhtiyari"><span class="ds2-5-text-link__content">View PDF</span><span class="material-symbols-outlined" style="font-size: 18px" translate="no">chevron_right</span></a></div></div><div class="ds-related-work--container js-wsj-grid-card" data-collection-position="9" data-entity-id="113275119" data-sort-order="default"><a class="ds-related-work--title js-wsj-grid-card-title ds2-5-body-md ds2-5-body-link" href="https://www.academia.edu/113275119/Effect_of_Reputation_and_Web_Quality_on_Customer_Trust">Effect of Reputation and Web Quality on Customer Trust</a><div class="ds-related-work--metadata"><a class="js-wsj-grid-card-author ds2-5-body-sm ds2-5-body-link" data-author-id="133369998" href="https://independent.academia.edu/AbdulMalikRifki">Rifki Abdul Malik</a></div><p class="ds-related-work--metadata ds2-5-body-xs">Jurnal Akuntansi dan Manajemen Bisnis</p><p class="ds-related-work--abstract ds2-5-body-sm">This research is focused on the influence of reputation and web quality on customer trust in Shopee Customers, Galuh Ciamis University students. The method used in this study is an explanatory survey method with a descriptive quantitative approach. Meanwhile, to analyze the data obtained, descriptive and verification analysis were used including simple correlation coefficient analysis, multiple correlation coefficient analysis, multiple regression analysis, determination coefficient analysis, and hypothesis testing using significance test t-test, and F test. The results of the study showed reputation and web quality. effect both partially and simultaneously on customer trust in Shopee customers, Universitas Galuh Ciamis students. Meanwhile, from the calculation of the simple correlation coefficient analysis, the relationship level is low.</p><div class="ds-related-work--ctas"><button class="ds2-5-text-link ds2-5-text-link--inline js-swp-download-button" data-signup-modal="{"location":"wsj-grid-card-download-pdf-modal","work_title":"Effect of Reputation and Web Quality on Customer Trust","attachmentId":110276632,"attachmentType":"pdf","work_url":"https://www.academia.edu/113275119/Effect_of_Reputation_and_Web_Quality_on_Customer_Trust","alternativeTracking":true}"><span class="material-symbols-outlined" style="font-size: 18px" translate="no">download</span><span class="ds2-5-text-link__content">Download free PDF</span></button><a class="ds2-5-text-link ds2-5-text-link--inline js-wsj-grid-card-view-pdf" href="https://www.academia.edu/113275119/Effect_of_Reputation_and_Web_Quality_on_Customer_Trust"><span class="ds2-5-text-link__content">View PDF</span><span class="material-symbols-outlined" style="font-size: 18px" translate="no">chevron_right</span></a></div></div></div></div><div class="ds-sticky-ctas--wrapper js-loswp-sticky-ctas hidden"><div class="ds-sticky-ctas--grid-container"><div class="ds-sticky-ctas--container"><button class="ds2-5-button js-swp-download-button" data-signup-modal="{"location":"continue-reading-button--sticky-ctas","attachmentId":93327936,"attachmentType":"pdf","workUrl":null}">See full PDF</button><button class="ds2-5-button ds2-5-button--secondary js-swp-download-button" data-signup-modal="{"location":"download-pdf-button--sticky-ctas","attachmentId":93327936,"attachmentType":"pdf","workUrl":null}"><span class="material-symbols-outlined" style="font-size: 20px" translate="no">download</span>Download PDF</button></div></div></div><div class="ds-below-fold--grid-container"><div class="ds-work--container js-loswp-embedded-document"><div class="attachment_preview" data-attachment="Attachment_93327936" style="display: none"><div class="js-scribd-document-container"><div class="scribd--document-loading js-scribd-document-loader" style="display: block;"><img alt="Loading..." src="//a.academia-assets.com/images/loaders/paper-load.gif" /><p>Loading Preview</p></div></div><div style="text-align: center;"><div class="scribd--no-preview-alert js-preview-unavailable"><p>Sorry, preview is currently unavailable. 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