The world of luxury products for many years was reserved only for the selective and exclusive audience. It looked like it was impossible to experience it or to get in for someone from outside. Marketers of luxury brands have created such an environment where clients could feel exclusivity and enjoy timeless quality, values, history and heritage of the brand. It is very important to maintain the traditional values for luxury brands but in order to stay in touch with the target audience, luxury producers have to face and adapt to rapidly changing environment. There are a lot of debates about comparability of the Internet and luxury, as digital world is too impersonal comparing with core competence of luxury: exclusivity, outstanding experience and human touch in everything including craftsmanship, personal selling and customer relations. In current environment luxury companies cannot ignore the importance of the Internet as a communication and transaction tool and have to stay in touch with its target audience. The main contribution of this dissertation thesis is an analytical framework "features of importance for online luxury consumer satisfaction" that will help luxury marketers to understand online luxury consumers, their motivations, behavior and preferences. Additionally, framework presents the up-to-date data that can be executed while creating digital marketing communications strategy. The influence of content, social, process and technology gratifications on the online luxury consumer satisfaction was investigated. By incorporating the quantitative approach it was possible to make a deep analysis of the research problem. To obtain the necessary data the group structured questionnaire was used to analyze the proposed research model. A total of 133 respondents were accepted for the investigation. Analysis of correlation proved the positive relation between gratifications and luxury consumer satisfaction, even thought, proposed gratifications had different influence on the satisfaction. Content and technology gratifications had the most strong and positive influence on the satisfaction. However, from the obtained results it is visible that social gratification had the least important but still positive effect on the luxury consumer satisfaction. The obtained results are a valuable asset for the luxury companies as research revealed the main directions and themes on which luxury marketers should stress while creating online communication strategies.

ABSTRACT  Date: 2022-06-01 Level: Master thesis in Business Administration, 15 cr  Institution: School of Business, Society and Engineering, Mälardalen University  Authors:   Nor Reda  Rubar Onursal Title: Consumers’ involvement of online luxury purchases Supervisor: Stylianos Papaioannou  Keywords: Online luxury, Consumer behavior, Theory of planned behavior, Different generational cohorts. Research questions: What factors influence consumers’ involvement of luxury purchases online?  Purpose: The purpose of this study is to examine the identified gap in regards to online purchases of luxury goods in the context of cars and how it in turn may influence consumers’ involvement. Contrasting factors are linked to the Theory of planned behavior. Method: This study is of a quantitative nature by conducting a web based questionnaire. A deductive approach was undertaken to test the relationship between the three independent variables together in relation to the dependent variable purchase intention of the TPB. The main analysis for this study is a multiple linear regression supported by an exploratory factor analysis as wel as a correlation analysis. Conclusion: The results of this study reveal that the main influence of consumers’ involvement of luxury purchases online is attitude. Other factors such as subjective norm and perceived behavioral control did have a significant influence, henceforth not to the same extent as attitude.