Analyzing shopping cart abandonment enablers: an ISM and MICMAC approach

• Published in: The International journal of quality & reliability management 2024-04, Vol.42 (1), p.61-85
• Main Authors: Gupta, Sanjay, Raj, Sahil, Garg, Aashish, Gupta, Swati
• Format: Article
• Language: English
• Subjects: Abandonment; Business models; Consumers; Customers; Electronic commerce; Impact analysis; Literature reviews; Purchasing; Retail stores; Shopping carts; Software reliability
• ISSN: 0265-671X; 1758-6682
• DOI: 10.1108/IJQRM-09-2021-0313

PurposeThe primary purpose of this study is to examine the factors leading to shopping cart abandonment and construct a model depicting interrelationship among them using interpretive structural modeling (ISM) and Matriced Impact Croises Multiplication Appliquee an un Classement (MICMAC).Design/methodology/approachInitially, 20 factors leading to shopping cart abandonment were extracted through a systematic literature review and expert opinions. Fifteen factors were finalized using the importance index and CIMTC method, for which consistency has been checked in SPSS software through a statistical reliability test. Finally, ISM and MICMAC approach is used to develop a model depicting the contextual relationship among finalized factors of shopping cart abandonment.FindingsThe ISM model depicts a technical glitch (SC8), cash on delivery not available (SC4), bad checkout interface (SC9), just browsing (SC11), and lack of physical examination (SC12) are drivers or independent factors. Additionally, four quadrants have been formulated in MICMAC analysis based on their dependency and driving power. This facilitates technical managers of e-commerce companies to focus more on factors leading to shopping cart abandonment according to their dependency and driving power.Research limitations/implicationsTaking an expert’s opinion as a base may affect the results of the study due to biases based on subjectivity.Practical implicationsThis study’s outcomes would accommodate practitioners, researchers, and multinational or national companies to indulge in e-commerce to anticipate factors restricting the general public from online shopping.Originality/valueFor the successful running of an e-commerce business and to retain the confidence of e-shoppers, every e-commerce company must make a strategy for controlling factors leading to shopping cart abandonment at the initial stage. So, this paper attempts to highlight the main factors leading to shopping cart abandonment and interrelate them using ISM and MICMAC approaches. It provides a clear path to technical heads, researchers, and consultants for handling these shopping cart abandonment factors.