Suhail A H M A D Bhat
Dr Suhail Ahmad Bhat is a faculty at the VSB, VIT-AP University, Amaravati, AP. His research interests include e marketing, green marketing, social marketing, sustainable development, CRM and different facets of CRM in the service industry. He has published papers in national and international journals such as International Journal of Bank Marketing, Vikalpa, Online Information Review, Decision, Global Knowledge, Memory and Communication, Vision, International Journal of Tourism Cities, FIIB Business Review, Pacific Business Review International, Abhigyan and Productivity. Suhail Bhat is the corresponding author and can be contacted at: ahmadsuhail@kashmiruniversity.ac.in
Address: Chandigarh, Chandigarh, India
Address: Chandigarh, Chandigarh, India
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interest among practitioners and researchers. The different business models
adopted by the e-retailers in India lack sustainable aspects, hindering them
from generating sustainable revenues. To accomplish such goals, e-retailers need
to focus on sustainable factors such as trust, innovation, timely delivery of goods,
usability, internet speed and customer support service. In view of this, the article
is aimed to create an instrument that captures sustainable online retailing by
developing, measuring and empirically validating a scale. The validity of the scale
was established by adopting a proper psychometric scale development procedure.
The study found that after applying various judgmental and statistical criteria to
the initial scale of 26 items, 17 items were retained with the removal of nine items
sequentially at different steps. The dropped items could not meet the set thresholds
of different criterion. Results of the study suggested that trust and internet speed
in the present context are key determinants of sustainable e-retailing. The study
focused on the online retail sector only. Methodological developments in other
areas might lead to different results if the chosen criteria were to be repeated there.
Both judgmental and statistical procedures need to be used with proper consensus.
The practical implications of the study involve five constructs that e-marketers
and practitioners could adopt to provide better customer experience resulting in
higher customer satisfaction. The authors demonstrated a detailed procedure for
scale purification. This procedure will help researchers in this area and in adjacent
disciplines build greater consistency regarding applying methodological steps in
scale purification. It will also assist reviewers and editors with tools to identify
methodological errors while making review decisions. Such a scale will help in
bringing standardization of the research carried out in sustainable online retailing.
(or empirical) developments and patterns prevalent at the aggregate level. The implications of the study hold key importance for academia or future researchers, policy-makers and most importantly the investors for guiding their investment decisions efficiently.
to create awareness among the students and highlights various challenges and prospects for future progress. Sustainable development is a balanced approach evolved from social, economic and environmental dimensions. It is mutual combination of these three domains that has helped to shape the society’s interaction with the biosphere. This article will help the decision makers in designing better strategies for proper implementation of environmental education in India and achieving the common goal of sustainability.
towards online shopping. The article specifically focuses on purchase benefit that has been categorized into three dimensions such
as convenience, interactivity and enjoyment, which are associated with demand management of an Indian consumer. The study has adopted survey by questionnaire method for data collection from online shoppers. Quota sampling technique was used for data
collection from 660 e-consumers. Data analysis and hypotheses testing were performed through descriptive (mean, percentage and
standard deviation) and comparative statistics (Z-test and one-way ANOVA). Analysis revealed that gender does not have any influence
on the purchase benefit variables; however, the significant mean difference was observed between ‘Below 20’ and ‘21–30’ years age
groups for convenience and interactivity only. The findings of the current study will be helpful to web store executives in building
marketing capabilities and demand management strategies for different age groups. The study has a unique contribution of filling the
knowledge gaps in the existing literature by statistically evaluating the role of less-studied sociodemographic variables, that is, age and
gender on the consumers’ intention towards purchase benefits associated with online shopping.
advantage can be accomplished only when the enterprise is realizes a value-creating strategy, simultaneously not being implemented
by any current or potential competitor(s) and when other firms are unable to replicate the benefits of this strategy. A very
little literature is available that investigates the relationship among customer relationship management (CRM) capability variables and
sustainable competitive advantage (SCA). In this backdrop, the article tries to analyse the role of CRM capability towards the goal of
SCA. It identifies three CRM capability factors, that is, service capability, personnel capability and customer orientation and examines
their effect on SCA. Structural equation modelling (SEM) has been used on a sample of 204 respondents who were selected randomly
from the population of bank employees. The data have been collected from the bank employees through a structured questionnaire.
The findings of the study reveal that CRM capability (having three domains—service capability, personnel capability and customer orientation)
has a significantly positive impact on the SCA. This article contributes to the theory by examining CRM capability variables
and tries to determine their impact on SCA in the banking sector, as CRM is now becoming strategically crucial in the banking industry.
interest among practitioners and researchers. The different business models
adopted by the e-retailers in India lack sustainable aspects, hindering them
from generating sustainable revenues. To accomplish such goals, e-retailers need
to focus on sustainable factors such as trust, innovation, timely delivery of goods,
usability, internet speed and customer support service. In view of this, the article
is aimed to create an instrument that captures sustainable online retailing by
developing, measuring and empirically validating a scale. The validity of the scale
was established by adopting a proper psychometric scale development procedure.
The study found that after applying various judgmental and statistical criteria to
the initial scale of 26 items, 17 items were retained with the removal of nine items
sequentially at different steps. The dropped items could not meet the set thresholds
of different criterion. Results of the study suggested that trust and internet speed
in the present context are key determinants of sustainable e-retailing. The study
focused on the online retail sector only. Methodological developments in other
areas might lead to different results if the chosen criteria were to be repeated there.
Both judgmental and statistical procedures need to be used with proper consensus.
The practical implications of the study involve five constructs that e-marketers
and practitioners could adopt to provide better customer experience resulting in
higher customer satisfaction. The authors demonstrated a detailed procedure for
scale purification. This procedure will help researchers in this area and in adjacent
disciplines build greater consistency regarding applying methodological steps in
scale purification. It will also assist reviewers and editors with tools to identify
methodological errors while making review decisions. Such a scale will help in
bringing standardization of the research carried out in sustainable online retailing.
(or empirical) developments and patterns prevalent at the aggregate level. The implications of the study hold key importance for academia or future researchers, policy-makers and most importantly the investors for guiding their investment decisions efficiently.
to create awareness among the students and highlights various challenges and prospects for future progress. Sustainable development is a balanced approach evolved from social, economic and environmental dimensions. It is mutual combination of these three domains that has helped to shape the society’s interaction with the biosphere. This article will help the decision makers in designing better strategies for proper implementation of environmental education in India and achieving the common goal of sustainability.
towards online shopping. The article specifically focuses on purchase benefit that has been categorized into three dimensions such
as convenience, interactivity and enjoyment, which are associated with demand management of an Indian consumer. The study has adopted survey by questionnaire method for data collection from online shoppers. Quota sampling technique was used for data
collection from 660 e-consumers. Data analysis and hypotheses testing were performed through descriptive (mean, percentage and
standard deviation) and comparative statistics (Z-test and one-way ANOVA). Analysis revealed that gender does not have any influence
on the purchase benefit variables; however, the significant mean difference was observed between ‘Below 20’ and ‘21–30’ years age
groups for convenience and interactivity only. The findings of the current study will be helpful to web store executives in building
marketing capabilities and demand management strategies for different age groups. The study has a unique contribution of filling the
knowledge gaps in the existing literature by statistically evaluating the role of less-studied sociodemographic variables, that is, age and
gender on the consumers’ intention towards purchase benefits associated with online shopping.
advantage can be accomplished only when the enterprise is realizes a value-creating strategy, simultaneously not being implemented
by any current or potential competitor(s) and when other firms are unable to replicate the benefits of this strategy. A very
little literature is available that investigates the relationship among customer relationship management (CRM) capability variables and
sustainable competitive advantage (SCA). In this backdrop, the article tries to analyse the role of CRM capability towards the goal of
SCA. It identifies three CRM capability factors, that is, service capability, personnel capability and customer orientation and examines
their effect on SCA. Structural equation modelling (SEM) has been used on a sample of 204 respondents who were selected randomly
from the population of bank employees. The data have been collected from the bank employees through a structured questionnaire.
The findings of the study reveal that CRM capability (having three domains—service capability, personnel capability and customer orientation)
has a significantly positive impact on the SCA. This article contributes to the theory by examining CRM capability variables
and tries to determine their impact on SCA in the banking sector, as CRM is now becoming strategically crucial in the banking industry.