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"Product information failures on websites and their impact on mobile shopping behaviour"

Published April 2023

Minor errors in website product information happen all the time. The build-up of these errors cannot be ignored.
 
Retailers are constantly fighting to provide customers with the best and most informative information possible to support their decision-making. This study recently published in the International Journal of Retail and Distribution Management uses an extensive customer-based experiment to look at mobile product information issues and their effect on dimensions such as intention to purchase, trust, loyalty, risk of abandonment and others.
 
The results show significant double-digit percentages being consistently measured and even when customers continued with an affected purchase their satisfaction and therefore their long-term desire to promote that retailer, or shop again later, were again significantly decreased.

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