Systematic Literature Review of Influencing Factors in Online Grocery Shopping (OGS) User Experience (UX) Multi-Dimensional Model
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Abstract
Goal: Highlighting the importance of User Experience (UX) in online grocery shopping (OGS) platforms this article presents a comprehensive systematic review of the key factors influencing the UX in OGS. Design/Methodology/Approach: Drawing from 27 academic studies conducted over the past ten years, the review explores 49 distinct factors that impact the user experience in OGS. Results: Clustering the influence into four main dimensions: Platform, Service, Product and User, an observation model is proposed, analyzing how each dimension contributes to the overall user experience. The study highlights the importance of a holistic and user-centered approach to improving UX in OGS platforms. Originality/Value: This research emphasizes the interplay between various influencing factors and their role in shaping both positive and negative user experiences, offering an observational model and insights for improving UX design and consumer satisfaction in the e-commerce grocery sector.
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