Generolo Jono Žemaičio Lietuvos karo akademija

Over the past two decades the number of Internet users around the world has incredibly increased. E-commerce is becoming a potential area for business development creating significant added value for the global economy. This increases competition between e-commerce platforms and makes it difficult to survive. The purpose of this article is to create a conceptual model for the success of e-commerce by identifying the factors that determine the involvement of different generations in the international e-commerce activities. An analysis of the scientific literature was carried out to identify the factors. The assessment of existing success factors and success models has identified weaknesses and shaped the model of e-commerce success, which includes the generational divide as a factor that determines the choice of the consumer.

Organizations have to face both the opportunities that the technologies provide and the challenges that they create in the local or global market as the consumer behavior in the electronic environment is different from the behavior in an actual shop, therefore it is important to not only understand the changing needs of the customers, the factors that influence their behavior but also to choose suitable strategies while trying to satisfy these needs taking in consideration security issues. For this reason, an important purpose of this study is to indicate the factors that determine the behavior of an e-shop customer by conducting a pilot study in Lithuania. The research identified the key factors of consumer behavior in an e-shop. To establish factors determining the online shop customer preferences, five factor groups were identified on the basis of empirical research: product (service) characteristics, delivery, methods of payment, service quality and web page functionality characteristics. The results of the structured consumer survey showed that the factors that positively influence the decision to buy goods online are lower cost, less time consumption, an ability to make an order at any time of the day, and a larger range of products. The key factors that negatively affect the online shopping are product quality, delivery costs, security aspects, delivery time, and complicated online shopping process. The main problem areas faced by online shoppers were delays in product delivery, product quality, insufficient choice of payment methods, difficult return procedures, too little information about the product. After performing the correlation regression analysis of the structured survey, the following relationships are established: the frequency of online shopping is significantly correlated with the product’s compliance with expectations, which indicates that the customers who were satisfied with the quality of online products, more often shop on the Internet.