Wireless Communications and Mobile Computing

Research Article

User Experience Evaluation of Cross-Channel Consumption: Based on Grounded Theory and Neural Network

Table 4

Subcategories and main categories.
The main categorySubcategorySubcategory meaningMaterial source
C1 online platform attributeB1 platform operationUser experience when searching, browsing, selecting, etc. on the online platform.[P01, P03, P05-P14, P16, P18-P24, P26]
B2 platform serviceUser experience in professionalism, responsiveness, emotional care, and personalization of services provided by the platform.[P01, P03-P07, P10-P15, P18-P23, P25-26]
B3 platform information
B4 platform promotion		User experience on the accuracy, comprehensiveness, and timeliness of the information displayed on the platform.
User experience of the abundance and discounts of promotional activities provided by the platform.		[P01-P05, P07-P08, P10-P18, P20-P25]
[P04, P06-P07, P09-P14, P16-17, P19, P23]
C2 offline entity attributeB5 product qualityUser experience of sensory, taste, safety, and reliability, uniqueness of the product provided by the physical store.[P01-P03, P05-P15, P17-P24, P26]
B6 service qualityUser experience of innovation, responsiveness, friendliness of the service provided by the physical store.[P01-P05, P08-P13, P15, P18-P24, P26]
B7 environment qualityUser experience of the hygiene, style attractiveness, layout rationality, and transportation convenience of environment of the physical store.[P03, P05-P14, P16, P18-P20, P22, P24]
C3 channel switching attributeB8 channel consistencyUser experience on the similarity degree of product information and services in different channels[P02, P03, P05-P14, P16, P18-P22, P24]
B9 channel switching cost
B10 channel switching coherence		User experience on the time and cost of channel switching.
User experience on the difficulty and fluency of switching between different channels.		[P03-P05, P08-P16, P18, P20, P23-26]
[P01-P07, P09-P13, P15-P23, P25]
C4 individual demandB11 individual psychological expectationUser experience on the achievement of psychological expectation in the process of cross-channel consumption.[P02-P04, P06-P15, P17, P18-P23, P25]
B12 personal interest
B13 personalized demand		User experience on entertainment, interest and knowledge gained in the process of cross-channel consumption.
The satisfaction degree of users in convenience, flexibility, and other personalized needs in the process of cross-channel consumption.		[P03-04, P06, P09-16, P19-P24]
[P01-P06, P08-P14, P16, P18-P23, P25-P26]