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Hur fungerar egentligen köpbeslutsprocessen inom e-handel?: En kvalitativ studie om konsumenternas beteende vid konsumtion på Internet.
Linnaeus University, School of Business and Economics, Department of Marketing.
Linnaeus University, School of Business and Economics, Department of Marketing.
Linnaeus University, School of Business and Economics, Department of Marketing.
2014 (Swedish)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

Title: How does the buying decision process really function within e-commerce? - A qualitative study of consumer behavior when they consume on Internet.

Institution: School of Economics, Linnaeus University, Växjö.

Course code: 2FE16E.

Authors: Sara Hjärne, Mathilda Perem, Ewelina Wallin.

Tutor: Dan Halvarsson.

Examiner: Åsa Devine.

Key words: Buying decision process, purchase decision process need recognition, information search, evaluation, purchase decision, postpurchase behavior, consumer decision making, E-commerce, E- commerce channels, online shopping, online purchase, e-retail, internet shopping, electronic shopping, consumer behavior, online appereal shopping, social media, decision making, online retailing, website design, customer satisfaction, webshopping, perceived risk, convinience, price, online consumption behavior.

Background: Buying decision process is a model that marketers use to get a better understanding of their customers and their behavior when purchasing a product. This process consists of five different steps; need recognition, information search, evaluation of alternatives, purchase decision and evaluation. Buying decision process has for a long time been an accepted model but scientists argue that the introduction of Internet as a channel for consumption has changed this process. The Internet has also led to a change of power in which customers today have greater influence, which greatly affects the buying decision process in e-commerce

Purpose: The purpose is to explore how consumers perceive their behavior when they consume through e-commerce.

Research questions:How do consumers perceive the buying decision process they experience when they consume through e-commerce?How do consumers perceive different factors that are important to them when they consume through e-commerce?

Methodology: Qualitative study, cross-sectional design, semi-structured interviews.

Conclusion: This thesis shows that the traditional model of the buying decision process is not consistent with consumers' perception of how they are undergoing the process when applied to an e-commerce context. This process is influenced by different factors, which is influence, convenience, webpage's atmosphere, risk, price, supply, consumption occasions, expectations, delivery and return. 

Abstract [sv]

Titel: Hur fungerar egentligen köpbeslutsprocessen inom e-handel?- En kvalitativ studie om konsumenternas beteende vid konsumtion på Internet.

Institution: Ekonomihögskolan, Linnéuniversitetet, Växjö.

Kurskod: 2FE16E.

Författare: Sara Hjärne, Mathilda Perem, Ewelina Wallin.

Handledare: Dan Halvarsson.

Examinator: Åsa Devine.

Nyckelord: Buying decision process, purchase decision process need recognition, information search, evaluation, purchase decision, postpurchase behavior, consumer decision making, E-commerce, E- commerce channels, online shopping, online purchase, e-retail, internet shopping, electronic shopping, consumer behavior, online appereal shopping, social media, decision making, online retailing, website design, customer satisfaction, webshopping, perceived risk, convinience, price, online consumption behavior.

Bakgrund: Köpbeslutsprocessen är en modell som marknadsförare använder för att få en bättre förståelse för sina kunder och deras beteende vid köp av en produkt. Denna process består av fem olika steg; behov, informationssökning, värdering av alternativ, köpbeslut och utvärdering. Köpbeslutsprocessen har länge varit en accepterad modell men forskare menar att introduktionen av Internet som en kanal för konsumtion har även förändrat denna process. Internet har även lett till ett maktskifte där kunderna idag har större inflytande, vilket i hög grad påverkar köpbeslutsprocessen inom e-handel

Syfte: Syftet är att utforska hur konsumenterna uppfattar sitt beteende när de konsumerar genom e-handel.

Forskningsfrågor: Hur uppfattar konsumenter den köpbeslutsprocess de går igenom när de konsumerar genom e-handel?Hur uppfattar konsumenterna olika faktorer som är betydelsefulla för dem när de konsumerar genom e-handel?

Metod: Kvalitativ studie, Tvärsnittsdesign, Semi-strukturerade intervjuer.

Slutsats: Studien visar att den traditionella modellen för köpbeslutsprocessen inte stämmer överens med konsumenternas uppfattning om hur de genomgår processen i en e-handel kontext. Denna process påverkas av faktorerna inflytande, bekvämlighet, webbsidans atmosfär, risk, pris, utbud, konsumtionstillfällen, förväntningar, leverans och retur. 

Place, publisher, year, edition, pages
2014. , 80 p.
Keyword [en]
Buying decision process, purchase decision process need recognition, information search, evaluation, purchase decision, postpurchase behavior, consumer decision making, E-commerce, E-commerce channels, online shopping, online purchase, e-retail, internet shopping, electronic shopping, consumer behavior, online appereal shopping, social media, decision making, online retailing, website design, customer satisfaction, webshopping, perceived risk, convinience, price, online consumption behavior.
National Category
Business Administration
Identifiers
URN: urn:nbn:se:lnu:diva-34484OAI: oai:DiVA.org:lnu-34484DiVA: diva2:720314
Educational program
Marketing Programme, 180 credits
Presentation
2014-06-02, Växjö, 08:00 (Swedish)
Supervisors
Examiners
Available from: 2014-06-19 Created: 2014-05-28 Last updated: 2014-06-19Bibliographically approved

Open Access in DiVA