A recent study by PayPal recently did a study looking into customer behavior when shopping online. They found that price was not the overall determining factor when customers bought items online. It is important that online services provide complete customer service before, during and after a purchase, including quick site speed, accessibility, after sales service and the ability to exchange goods. The research done by PayPal also found that customer registration requirement for small sites accounted for 68% of customers turning away from their purchase. There was an additional 57% of users who cited poor site experience and confusion when it came to navigation made people turn away from making purchases as well. Read more about this at Retail Bulletin.
In a recent research report released by B2B International, they find that quality, not price is the most important thing for the items they buy. The five hygiene factors that influenced purchases were: service, price, quality, reliable delivery and speedy delivery. This survey was among industrial companies and there preferences when choosing a new supplier. However, most companies in the industry rely on quality to reflect the quality of their products. It’s also shown that customer loyalty develops in this industry, due to the quality of the products purchased. This research showed that quality always ranks first, in every industry. Check out the full report here.