Generation gap and the impact of the web on goods quality perceptions

Abstract

This study explores how age and general online shopping experience affect consumer perceptions on product quality uncertainty. Using the survey data collected from 549 consumers, we investigated how they perceive the uncertainty of product quality on six search, experience and credence goods. The ANOVA results show that age and the Web shopping experience of consumers are significant factors. A generation gap is indeed seen for all but one experience good. Web shopping experience is not a significant factor for search goods but is for experience and credence goods. There is an interaction effect between age and Web shopping experience for one credence good. Implications of these results are discussed. © 2009 Springer Berlin Heidelberg.