Online store image: conceptual foundations and empirical measurement

Abstract

Perceptions regarding an online store, developed after a brief study of the website, can significantly influence somebody’s attitude towards purchasing at that store. These perceptions are collectively characterised as an “online store image.” Our research developed reliable and valid measures for the components of an online store image, and examined the relationships of these components to attitudes and intentions to purchase online. Conceptually, the paper relied on the relatively established literature on “traditional” store image and technology acceptance research. Empirically, we focused on the store images of two online bookstores. Following standard processes for instrument development, we conducted two rounds of data collection (pilot sample, n=61; main sample, n=312) to assess reliability and validity. The paper presents multiple-item measurements for components of a store image: online store usefulness, enjoyment, ease of use, store style, familiarity, trustworthiness, and settlement performance. The components were regressed on attitudes and intentions towards purchasing at the online store, revealing significant, direct influences from usefulness, enjoyment, trustworthiness and settlement performance.