Understanding online purchase decision making: The effects of unconscious thought, information quality, and information quantity

• Published in: Decision Support Systems 2012-11, Vol.53 (4), p.772-781
• Main Authors: Gao, Jie, Zhang, Cheng, Wang, Ke, Ba, Sulin
• Format: Article
• Language: English
• Subjects: Applied sciences; Biological and medical sciences; Computer science; control theory; systems; Computer systems and distributed systems. User interface; Consciousness; Consumer behavior; Consumers; Customer satisfaction; Data processing; Decision making; Decision theory. Utility theory; Electronic commerce; Exact sciences and technology; Fundamental and applied biological sciences. Psychology; Information processing; Information quality; Information quantity; Information systems. Data bases; Internet; Memory organisation. Data processing; On-line systems; Online; Operational research and scientific management; Operational research. Management science; Psychology. Psychoanalysis. Psychiatry; Psychology. Psychophysiology; Shopping; Social attribution, perception and cognition; Social psychology; Software; Studies; Unconscious thought
• ISSN: 0167-9236; 1873-5797
• DOI: 10.1016/j.dss.2012.05.011

The prosperity of online shopping has led e-commerce vendors to provide increasingly rich information, particularly for experience products, to enhance consumers' shopping experience and satisfaction. However, there is little awareness that consumers may not be able to process all the information available because of human beings' limited information processing capacity. Online shoppers could be easily confused when facing rich information, particularly when the amount of information greatly exceeds their processing capacity. In contrast to previous research which has focused on the formatting of information or user interfaces to solve the information overload problem, this study explores a new solution based on the role of unconscious thought. Integrating information processing theory and the unconscious thought theory, the current study examines the different roles of information quantity, information quality and thought mode in consumers' decision satisfaction, in the presence of rich information. Our results show that unconscious thought moderates the relationship between information quality and consumer satisfaction towards their decision making when shopping experience products online, and is thus worthy of special attention in the design of e-commerce websites. The study contributes to both unconscious thought theory and information processing theory by exploring the interaction effect of the quantity and quality of information with thought mode in affecting the quality of purchasing decisions. ► Unconscious thought moderates information quality effect on shopping satisfaction. ► Thought mode's moderating effect is significant when shopping experience products. ► Contributing to both unconscious thought theory and information processing theory.