How do website benefits, information, and design influence the online shopping experience?

Abstract

The increasing use of the web has led to the development of new forms of transactions in the retail sector through electronic means, strengthening online purchases. Therefore, customer participation through these systems has become a relevant trend. In such a way that it is transcendental to identify the determinants of the customer’s online shopping experience. The objective of this research is to determine how do the benefits, information, and design of the website affect the online shopping experience of the client, using the PLS-SEM method. A total of 340 people with a minimum age of 18 years and their residence in the urban areas of the Mexican southeast participated in this research. The findings revealed that the online shopping experience is influenced by both satisfaction with the information displayed on the website and the design and visual appeal of the website. In turn, the benefits of the website influence to a large extent the satisfaction of the information displayed on the web.