While online shopping has high social acceptance and support from mature related industries in China, a considerable number of consumers choose to shop offline. The purpose of this study is to explore the specific factors that give consumers the intentions to shop offline. The Theory of Planned Behavior (TPB) is adopted as the theoretical framework to give a holistic view of intention-forming. Multiple-case studies are performed in this qualitative research. We study the contents of the interviews via TPB. Fifteen Chinese consumers take part in the research as the respondents in semi-structured interviews. After coding transcriptions, we explore detailed factors and divide them into three aggregates from TPB: attitude, subjective norm and perceived behavioral control. The analysis of the interviews also supports the transformation of three dimensions of TPB.

Background: Customers find great psychological satisfaction and pleasure when shopping. Customer satisfaction is crucial for a business's success, and increasing it will strengthenfinancial performance and competitiveness. Offline shopping still dominates the customersindustry, although customers are increasingly choosing online shopping as a result offast-growing technological developments in society. However, physical experiences shouldnot be left behind due to customer’s satisfaction from the instant gratification they desire. Purpose: The purpose of this paper is to explain how customer perceived value, customerexpectations, and touch experience have an impact on customer satisfaction in an offlineshopping context. Methodology: This research is conducted through a deductive and quantitative approach,which has an explanatory aim. Three hypotheses have been deducted from theoreticalconcepts found from previous research. The data collection method was collected through aninternet-based, self-completion questionnaire, to see if the hypotheses were supported or not.A total of 105 respondents participated in the study. Findings: The findings indicate that customer perceived value H1, which explains a positiveimpact on customer satisfaction in the context of offline shopping, cannot be supported due tostatistical insignificance. Customer expectation, as presented through H2, and touchexperience, as presented through H3, were found to have a statistically significant andpositive impact on customer satisfaction. The conceptual model was revised in this studybased on the new findings, retaining the acceptable assumptions as the new model. Conclusion: In offline shopping, the positive impact of customer expectation on customersatisfaction is the most obvious, followed by the touch experience. Customer perceived valuehas no positive impact on customer satisfaction, and the reason for this situation may be thatthe perceived value of customers differs among different consumption levels.

During recent years, technology has played a crucial role in shaping the retail industry. Digitalisation and e-commerce are seen as the future of retailing. However, big online retailers have shown increasing interest in offline shopping by heavily investing in brick and mortar stores. The strategy of a retailer making use of both offline and online channels is called omnichannel strategy. This study investigates why online retailers are investing in physical stores and what is the impact of this decision on their customer base. The study uses a two-step research. First, a case study on the Swedish retailer NetOnNet is conducted to confirm the theoretical framework and build the research model. Then, a quantitative research with questionnaire is used to investigate the impact of an omni-channel strategy on the consumers’ attitudes towards the retailer. The results show that awareness and control are the factors most affected by an omni-channel strategy. Instead, having both an online and offline presence does not have a relevant impact on the factors trust, perceived risk and personalisation.

Dagens teknologi tillåter inte att göra kopplingar i konsumentdata mellan hemsida och den  fysiska butiken. Det innebär att företag går miste om värdefull kunskap om sina kunders beteende och effekten av deras marknadsföringsåtgärder. Syftet med uppsatsen är att undersöka vilket hemsidebeteende som föregår köp i fysisk butik och hur beteendet skiljer sig jämfört med köp online. Uppsatsen syftar även till att undersöka hur hemsidebeteendet påv​erkar fysiska butikers ​konsumenters köpstorlek samt hur ​konsumenters köpsituation påverkar hemsidebeteendet. Studien gjordes i samarbete med ett möbel- och heminredningsföretag, och datainsamling skedde genom en enkätundersökning i butik, Google Analytics samt observationsstudie i samband med enkätundersökningen. Resultaten visar påtagliga skillnader i hemsidebeteende beroende på köpkanal och att konsumenter spenderar mer i fysisk butik om hemsidan besökts inför köp. Studien visar även att det är mer troligt att otåliga och engagerade konsumenter besöker hemsidan inför köp jämfört med konsumenter som värderar shoppingupplevelsen i sig.

As the Internet and online shopping is growing at a very fast pace worldwide, investigating this phenomenon within a South African context is crucial considering that it is a relatively new trend in this country. Typical of new trends and phenomena is the absence of research already conducted, resulting in a lack of existing literature. Very few studies have examined the factors and reasons that entice South Africans to utilise this modern shopping channel, and even less have used an in-depth, qualitative approach. To assist in filling this void, this research study examines people’s reasons for taking up or not taking up online shopping, from a South African perspective. A snowball sampling method was used to identify participants fitting the predetermined sample criteria and in-depth qualitative interviews were conducted with all participants. The theoretical approach used in the analysis was social constructionism. Findings are presented by means of constructions identified during the data analysis, and these indicated that saving time, the convenience of products being increasingly available and accessible and being able to make price comparisons easily are the main advantages of online shopping. Main disadvantages were not being able to touch and feel products, and the absence of a salesperson. Limitations of the research are discussed, along with recommendations for online retailers and future research. / Dissertation (MA)--University of Pretoria, 2008. / Psychology / unrestricted