Channel Depth or Consistency? A Study on Establishing a Sustainable Omnichannel Strategy for Fashion Department Store Retailers

In recent years, fashion department stores have struggled to sustain their foothold in the competitive market due to changing consumer behavior as well as technological advancement. This study aimed to examine customers’ perspectives on the shopping channels of omnichannel fashion department stores....

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Bibliographic Details
Published inSustainability Vol. 13; no. 13; p. 6993
Main Authors Kopot, Caroline, Cude, Brenda J.
Format Journal Article
LanguageEnglish
Published Basel MDPI AG 01.07.2021
Subjects
Attitudes
Channels
Consumer behavior
Customer services
Customers
Department stores
Factor analysis
Fashion goods
Information systems
Information technology
Multivariate statistical analysis
Perceptions
Retail stores
Shopping
Strategy
Sustainability
Technology Acceptance Model
User needs
User satisfaction
United States > US
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Summary:In recent years, fashion department stores have struggled to sustain their foothold in the competitive market due to changing consumer behavior as well as technological advancement. This study aimed to examine customers’ perspectives on the shopping channels of omnichannel fashion department stores. The analysis was based on data from 552 customers who shopped at U.S. omnichannel fashion department stores. Confirmatory factor analysis and structural equation modeling were utilized to analyze the hypothesized relationship. The results showed that brand attitude mediated the influence of perceived fluency of customers’ purchase intentions in the omnichannel fashion department store setting. Content consistency and process consistency also positively affected customers’ perceived fluency of the channels of those fashion department stores. Customers are more likely to purchase from a fashion department store that provides consistent content and processes across the multiple shopping channels from which they can purchase merchandise. Further, customers value consistency of the content and processes across all fashion department store channels. The results are insightful especially for industry practitioners, as it enables them to develop a sustainable omnichannel business strategy by focusing on the depth of the channels and channel consistencies (content and process) while improving customers’ purchase intention from their stores.
ISSN:2071-1050
2071-1050
DOI:10.3390/su13136993