Factors Determining the Customers' Intention to Purchase OTC Products through E-Pharmacies

R., Krishnadas and R., Renganathan (2022) Factors Determining the Customers' Intention to Purchase OTC Products through E-Pharmacies. INTI JOURNAL, 2022 (15). ISSN e2600-7320

[img] Text
ij2022_15.pdf - Published Version
Available under License Creative Commons Attribution.

Download (316kB)
Official URL: https://intijournal.intimal.edu.my/intijournal.htm


In the health care system, over-the-counter (non-prescribed) drugs play a crucial role in the medication process. Over-the-counter (OTC) drugs are medicinal products sold without a doctor's prescription. Without seeking care from health professionals, OTC medications are safe and effective for the general public usage. Generally, OTCs and self-medicines are used to treat mild health issues in a simpler and inexpensive way. Cold-and-cough medicines, vitamins, analgesics, digestive medicine (i.e., anti-acids), and dermatological medicines are the categories that dominate the world's top five OTC market-share. Limited studies in India aimed at evaluating OTC purchasing behaviour in e-pharmacies. Therefore, this study aimed to identify influential E-pharmacy factors that are affecting consumers during OTC products purchase. This study also examined the consumers' intention to purchase OTC products across major cities of Tamil Nadu. A total of 153 responses were collected from e-pharmacy customers through self-administered questionnaires across 4 major cities of Tamil Nadu. E-pharmacy customers who made at least one purchase on the e-pharmacy website were considered for the study. Based on the results, analgesic drugs are the most preferred OTC category in the online purchase mode. The results also demonstrated that post-purchase behaviour aspects like on-time delivery of the product and providing the shift response to solve the queries raised by the e-pharmacy customers play a significant role in enhancing customer satisfaction across e-pharmacy sites.

Item Type: Article
Uncontrolled Keywords: OTC products, E-pharmacy, Customer, Generic drugs, Purchase Intention
Subjects: H Social Sciences > H Social Sciences (General)
H Social Sciences > HF Commerce
H Social Sciences > HG Finance
Depositing User: Unnamed user with email masilah.mansor@newinti.edu.my
Date Deposited: 11 May 2022 06:04
Last Modified: 14 Mar 2024 07:50
URI: http://eprints.intimal.edu.my/id/eprint/1619

Actions (login required)

View Item View Item