Impact of Online Product Reviews on Purchasing Decisions
Efthymios Constantinides and Nina Isabel Holleschovsky
University of Twente, P.O. Box 217, 7500AE Enschede, The Netherlands
Keywords: Online Reviews, Web 2.0, Electronic Word of Mouth (eWOM), Customer Generated Content (CGC),
Digital Marketing, Social Media.
Abstract: Online consumer reviews, product and services recommendations and peer opinions play an increasingly
growing role in the customer’s decision making process. The various online product review and
recommendation platforms differ in their objectives, function and characteristics. The literature has so far
paid little attention on function characteristics of these platforms as an element of customer adoption and
preference. Given the importance of this form of customer generated content on business sales and
profitability the monitoring and often responding to customer reviews by business organizations has become
a major managerial challenge and an important reputation management issue. In order to respond efficiently
to customer reviews companies need to identify consumer reviews platforms, understand their
characteristics and continuously assess their impact on consumer purchasing decisions. This study identifies
four main types of online review platforms: retail websites, independent reviewing platforms, video-sharing
platforms and personal blogs. These platforms present product reviews in different formats with accent on
various review function characteristics. An online survey analyzed consumer opinions about the various
platforms and review mechanisms and the impact of those on consumer buying behavior. The results
underline the importance of platform credibility and usability on consumer trust and reliance in reviews as
input in the decision-making process.
1 INTRODUCTION
A new generation of online tools, applications and
approaches, such as blogs, social networking sites,
online communities and customer review sites,
commonly referred to as Web 2.0 (Constantinides
and Fountain, 2008) have transformed the internet
from a “broadcasting” medium to an interactive” one
allowing the wide technology-mediated social
participation (Chua and Banerjee, 2015). The
internet has become a platform facilitating the
“social” customer electronic word of mouth
(eWOM) and a major source of customer
information and empowerment (Constantinides and
Fountain, 2008). A fundamental element of the
social eWOM is the Customer Generated Content or
CGC (Huang and Benyoucef, 2012). Through CGC
individuals share opinions and experiences on
companies, brands, products or services and create
large-scale word of mouth networks. This way
consumers can make their personal opinions easily
accessible to global communities or individual peers
who use the information as an extra factor
supporting their purchasing decisions (Dellarocas,
2003). Free and easy access to such information has
weakened the power of marketing communication;
Information provided by online peers influences
customer perceptions, preferences and decisions
much more than information provided by companies
(Constantinides and Fountain, 2008). The interactive
Web has bade possible to easily compare market
offerings or to search for purchasing related advice
given by other consumers in the form of a product
review (Floh et al., 2013). Online consumer reviews
are subjective opinions and summarize experiences,
attitudes, and opinions, expressed by consumers
(Floh et al., 2013; Lu et al., 2014). Personal opinions
and experiences for products and services in the
form of online reviews have become one of the most
valuable sources of information assisting users when
making purchasing decisions (Chua and Banerjee,
2015; Dellarocas, 2003; Henning-Thurau and Walsh,
2003; Huang and Benyoucef, 2013).
The predominant audience on review platforms is
comprised of consumers seeking product information
about a prospective purchase and those writing the
reviews. The acceptance of these platforms is
substantial, and their influence on purchasing
Constantinides, E. and Holleschovsky, N.
Impact of Online Product Reviews on Purchasing Decisions.
In Proceedings of the 12th International Conference on Web Information Systems and Technologies (WEBIST 2016) - Volume 1, pages 271-278
ISBN: 978-989-758-186-1
Copyright
c
 2016 by SCITEPRESS – Science and Technology Publications, Lda. All rights reserved
271

decisions and communication behavior is increasing
(Henning-Thurau and Walsh, 2003; Lu et al., 2014).
Consumers are substituting internet-based search
for traditional ways of information search, whereby
interactions with strangers often takes place (Klein
and Ford, 2003). The eWOM networks reach larger
audiences and building on internet’s low costs and
multiple communication capabilities (Dellarocas,
2003). Control of marketers and companies on
communication channels and messages migrates to
consumers who become critical, more assertive and
powerful, taking over control of the information they
obtain about products, brands and companies.
Consumers become co-creators of value as direct
stakeholders (Burtona and Khammash, 2010). The
information in consumer reviews is widely
considered as more reliable than marketer-sponsored
information (Bickart and Schindler, 2001). The
changing nature of customer influence presents
businesses with risks as well as opportunities
(Henning-Thurau and Walsh, 2003). In order to
mitigate threats on revenue or reputation, companies
are forced to develop monitoring capabilities and
quick responding in diverse review platforms (Becker
and Nobre, 2014; Chua and Banerjee, 2015). To do
this effectively, companies need to understand the
dynamics of online consumer reviews and the impact
of consumer review platforms where customer
reviews and comments are posted.
These platforms can range from business retail
websites to online communities, independent review
sites and personal blogs with new platforms
constantly emerging (Fan and Gordon, 2014; Lee
and Youn, 2009). These platforms differ in several
ways but have similar basic functions (Henning-
Thurau and Walsh, 2003; Dellarocas, 2003) giving
consumer a wide choice.
Previous studies mostly focus on effects of
online reviews like promises and challenges
(Dellarocas, 2003) or on explanations for reading
and adopting review platform content (Burtona and
Khammash, 2010; Henning-Thurau and Walsh,
2003). Other studies have focused on mechanisms of
average online ratings and the characteristics
(number, depth or length) of online reviews (Chua
and Banerjee, 2015; Zhu and Zhang, 2010), on
contextual factors like the content or variance of
reviews and their impact on sales or purchasing
behavior (Floh et al., 2013). Trust expressed in
popularity of a blogger (Huang, 2015) or review
helpfulness (Chua and Banerjee, 2015) have been
also analyzed. Research also suggest the testing for
moderating variables (Floh et al., 2013). Such
moderating variables include brand strength and
category maturity. Few studies have taken place in
Europe (Floh et al., 2013; Burtona and Khammash,
2010). This study focuses on Western Europe and in
particular The Netherlands and Germany with main
items the identification of moderating variables of
online reviewing platforms and their reviewing
function characteristics are central.
A consumer survey is conducted in order to
analyze the influence of review function
characteristics on consumer purchasing decisions.
The research problem in this study is “What
characteristics of review functions in online review
platforms have the most influence on consumer
purchasing decisions”. The following questions
guide the operationalization process: (1) What are
the motives of consumers to search online reviews?
(2) How do various online review platforms differ?
(3) Which are the various characteristics of review
functions influencing consumer purchasing
decisions? (4) Which review function characteristics
can be found on what platforms? (5) What online
consumer review platforms consumers choose to use
as a basis for their purchasing decision? (6) What
review functions do consumers classify as most
important with regard to their purchasing decision?
1.1 Methodology
The empirical data necessary for the study was
collected by means of an online survey. The
structure was based on five point Likert scale type
questions, on frequency and closed questions
including polar questions as well multiple response
questions; the answers of the questionnaire were
anonymous. The survey population was 422
respondents, with 50% of fully filled-in lists so the
effective sample size was 211 responses.
Convenience sampling was applied the survey was
administered through email and online.
2 LITERATURE REVIEW
Former research has empirically validated the
impact of eWOM on consumer purchasing decisions
(Burtona and Khammash, 2010; Dellarocas, 2003;
Floh et al., 2013; Zhu and Zhang, 2010; Henning-
Thurau and Walsh, 2003).
2.1 Consumer Motives for Reading
Online Reviews
Literature indicates four different motives for
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consumers to seek online product reviews:
Information seeking, Risk reduction, Quality seeking
and Social belonging (Bickart and Schindler, 2001;
Burtona and Khammash, 2010; Henning-Thurau and
Walsh, 2003; Klein and Ford, 2003; Schmidt and
Spreng, 1996; Zhu and Zhang, 2010).
Information search, which can be defined as the
phase of the decision-making process wherein
consumers actively collect and integrate information
from numerous sources (Schmidt and Spreng, 1996),
can be identified as one of the motives. Online
consumer reviews are considered as a low cost
approach for making more informed purchasing
decisions (Klein and Ford, 2003). Further,
consumers show uncertainty about their purchasing
decision. Next to perceived brand image or purchase
experiences, customers can seek information from
other consumers in order to reduce the risk of of
their purchase (Burtona and Khammash, 2010).
Consumers perceive the source of consumer opinion
reviews as trustworthy and less risky than marketer
information.
Zhu and Zhang (2010) claim that consumers are
seeking to discover product quality by consulting
customer reviews. Consumer review platforms can
serve to maximize rationally the ratio of the
perceived products’ benefits and quality to its costs
(Goldsmith and Horowitz, 2006).
Finally belonging to a virtual community and
bonding with this community is of interest and
importance to certain consumers as enabler of social
belonging (Henning-Thurau and Walsh, 2003;
Bickart and Schindler, 2001).
2.2 Online Review Platform Types
2.2.1 Online Retail Websites
E-Shops and other forms of online retail sites are
mainly focused on sales of goods and services but
often offer customers the possibility to write
comments or product reviews helping other
customers to decide about buying the product (Fan
and Gordon, 2014). Amazon.com is the one of the
first online businesses that initiated this practice but
this approach is adopted by more online retailers.
The content of reviews on retail websites can be in
the form of aggregated, numerical star ratings and
open-ended customer-authored comments about the
product in the format of a written text. A product
review function includes a scoring system which
allows to vote on review helpfulness and places the
most voted conspicuously. Profile of review authors
can be visible, showing statistics like number of
reviews written or an average score given on
reviews (Dellarocas, 2010).
2.2.2 Independent Consumer Review
Platforms
Independent consumer review platforms display
customer reviews without having a direct or indirect
interest in businesses or products (Burtona and
Khammash, 2010): the intention is often to facilitate
product comparisons. Epinions.com, yelp.com,
ciao.co.uk or tripadvisor.com are examples of
independent review platforms. The reviews can take
the form of aggregated, numerical star ratings and
open-ended customer-authored comments about the
product in the format of a written text (Chua and
Banerjee, 2015). Some platforms offer consumers an
additional function to upload photos for supporting
the consumer’s review and sorting options are often
offered. Profiles of review authors are often included
and reviews in independent sites have often greater
depth of writer information (Burtona and
Khammash, 2010).
2.2.3 Personal Blogs
Reviews by bloggers are quite popular among online
(and offline) shoppers. The intention of private blogs
is therefore to share purchasing experiences about
certain product categories and give
recommendations to others. Often review blogs are
specialized in a product or category. Since bloggers
recommendation posts are seen as a useful
marketing communication tool and a vital reference
in consumer purchase decision making (Lu et al.,
2014), many bloggers have become opinion leaders.
The profile of the blogger is mostly very detailed
and communication exchanges with the blogger are
often possible.
2.2.4 Video-sharing Platforms
Video-sharing platforms like YouTube or Vimeo
enable the posting of product reviews in videos
uploaded by consumers (Fan and Gordon, 2014).
Blythe and Cairns (2009) found that many potential
buyers of iPhone search in YouTube specifically for
reviews of this product. The advantage of YouTube
is that users who find a product review on a video
can see the popularity of the review in number of
downloads, read comments of others about the
review and of course actually see the product in use.
Next to the chosen video, other videos with a similar
content are displayed also (Blythe and Cairns, 2009;
Chang and Lewis, 2013). Profile of the video review
Impact of Online Product Reviews on Purchasing Decisions
273

authors are visible and show links to other videos
posted by the user, statistical information like
number of subscribers and sometimes a personal
description (Chang and Lewis, 2013).
In general, literature about diverse online
consumer platforms reveals that online reviews in
general affect consumer product choice. However,
online reviews influence consumer purchasing
decisions only when consumers’ reliance on online
reviews is sufficiently high when they make
purchase decisions (Zhu and Zhang, 2010).
2.3 Company Analytics and Platform
Attraction
Review analytics refer to collecting, monitoring,
analyzing and summarizing information to extract
intelligence. Monitoring reviews allows businesses
to learn about customer opinions and satisfaction
levels and identify problems or issues with their
products on tome i.e. before they become widely
known. Data collected through monitoring of review
platforms can be used for product-design-
development, learning, tracking consumer concerns
and the development of influencers themselves
(Becker and Nobre, 2014; Fan and D.Gordon, 2014;
Henning-Thurau and Walsh, 2003). For the
application of analytics on online reviews, it is of
importance to know what review format
characteristics on review platforms have the most
influence on consumer purchasing decisions
(Henning-Thurau and Walsh, 2003).
3 OPERATIONALIZATION
AND DATA ANALYSIS
The format characteristics of reviews and its
presence on various platforms can be divided into
two categories. The first category (Usability)
demonstrates the simplicity of a system, its ease of
use, navigation and clarity of overview, the second
(Credibility) illustrates the social and reliability
factors. The categorization is done on the basis of
the different nature of the format characteristics of
review platforms and its different influences. Table
1 displays the format characteristics of reviews,
firstly categorized as usability characteristics,
secondly those classified as credibility
characteristics. Several format characteristics can be
categorized in both categories since they affect the
usability of the reviews on the platform as well as
the credibility. Consequently, the two categories
usability and credibility for format characteristics of
reviews will be taken for measurement.
Table 1: Usability and credibility characteristics of review sites.
Usability characteristics
Characteristics Retail platforms Independent
platforms
Blogs Video platforms
Display of review
Qualitative X X X X
Quantitative X X
Summary
statistics
Total number of
reviews
X X
Average rating X X
Sorting options
By date X X X X
Review
helpfulness
X X X
Overall
aggregated rating
X X
By views X
Media support
Picture (X) X
Video X X
Credibility characteristics
Display of review
Qualitative X X X X
Quantitative X X
Summary
statistics
Total number of
reviews
X X
Average rating X X
Self-disclosure
(X) X X
Media support
Picture (X) X
Video X X
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Consumer reliance on reviews and platforms is
increased by a user friendly design and trust building
measures (Dellarocas, 2010; Huang and Benyoucef,
2012).
The survey researches the impact of the format
characteristics and measures the influence of
credibility and usability factors on a consumer
purchasing decisions.
4 DATA ANALYSIS
4.1 Data Collection
An online survey (convenience sampling) in the
format of a questionnaire was conducted in order to
survey consumer purchasing behavior in relation to
reviews. The questionnaire was divided in three
parts; the first part of the survey covers
demographics, the second part asks about general
social media and review behavior while the third
part surveys consumers about their perceptions of
reviews and review format characteristics. The
survey was filled in by 422 responders (211 fully
completed).
4.1.1 Population Statistics
The average age of respondents was 24.3 years. The
range lies in between 16 and 63. In category, the age
group of students from 18 to 25 years amount to
82% (N=175). 56.4% of the sample size is female
and 43.6% male which gives a variance of 0.25. The
main nationality of the sample was German with
62% (N=131) with Dutch respondents (14%) the
second largest group (N=30). Students make up the
biggest occupation group of the respondents with
77% (N=163) and employees the second biggest
with a percentage of 17% (N=35).
4.2 Survey Results
4.2.1 Social Media Behavior and Use of
Reviews
For obtaining an overall overview of social media
use, the questionnaire asked what Social media
platforms the participant uses. 98 % of all
respondents use Facebook, followed by YouTube
(70 %) and Instagram (46 %). The next question was
whether participants ever checked online reviews
prior a product purchase; 98 % (N=206) were
positive in this indicating the popularity of product
reviews among this age category. Most participants
check reviews quite often (38 %, N=80), sometimes
(29 %, N=62) or very often (22 %, N=47). The final
question of this part concerns the various online
review platforms. It was found that retail platforms
are the most used, as 82 % of the sample population
make use of those. Independent platforms are the
second most indicated review platforms since 55 %
make use of those, followed by video platforms (37
%) and blogs (31 %).
4.2.2 Review Function Characteristics
The second part of the questionnaire presents three
pictures of reviews for the iPhone. The participant
was not supposed to pay attention to the content of
the review but to the overall impression of the
review. The first picture shows a text review and an
aggregated rating on a retail or independent
platform, the second a screenshot of a video rating
and the third a blog review composed of a text,
photo and profile of the author. This question
explores what review format is more attractive for
the users. The blog review was chosen by 55% of
the respondents. The text reviews on a retail and
independent platform and the video review were
chosen by 23% and 25 % respectively. The
following questions asks about the review the
participant sees as most credible and about the most
user-friendly review platform type. 46 % see the
blog as most credible, followed by the retail or
independent website with 31 % and the video by 22
%. As to user-friendliness the video reviews are seen
as most user friendly (54 %) and the blog the least
user friendly (21 %); also 86 % of all respondents
prefer qualitative and 45 % quantitative reviews.
Qualitative reviews are perceived as more credible
(78 %) and user friendly (55 %).
Further findings: 46 % of the sample population
makes use of sorting options and 54 % not. With
regard to qualitative reviews 39 % of the participants
considers them as credible, 74 % as user-friendly.
The last two questions concern self-disclosure of the
review author: 73 % of the sample population, rate a
visible and detailed profile of the author as credible.
Member activity statistics like the number of
reviews created by the author or the duration of
membership are preferred by 71 %. 50 % (also)
consider personal characteristics like the author’s
interests as important.
4.3 Survey Analysis
Summary of findings per question asked
Impact of Online Product Reviews on Purchasing Decisions
275

4.3.1 Choice of Platform (Q1.7 and Q1.8)
The review platform choice does not depend on the
frequency of checking reviews prior a purchase.
4.3.2 Display of Reviews (Q1.8 and Q2.1)
Blogs have just recently grown in popularity as a
reviewing platform and hence are rather new for
consumers in that respect. Not all survey participants
might have been aware when answering the first
question that a personal blog can be used as a review
platform. The display characteristics of the review
blog convince consumers over the credibility of this
channel.
4.3.3 Display of Reviews (Q2.4 and Q1.8)
To further examine the displaying of reviews, Q2.4 will
be analyzed. The results have shown that more
respondents use qualitative reviews as a basis for their
purchasing decision. Though, multiple answers were
possible. 71 out of 211 respondents chose both answers
which makes 34 % of the respondents. Consequently,
around every third person prefers a review platform
where both kinds of reviews are displayed. This
confirms with the multiple choices of platforms in Q1.8.
4.3.4 Credibility Characteristics Vs
Usability Characteristics (Q2.1, Q2.2,
Q2.3 and Q2.4)
Both characteristics play an influence when deciding
for reviews on a review platform; credibility seems
to be more important when a consumer comes to
choose a review as a basis for a purchasing decision.
The analysis shows that people who base their
purchasing decision on qualitative reviews more
likely do so due to credibility. Consumers who base
their purchase on quantitative reviews, distinguish
usability as the most important characteristic.
4.3.5 Review Volume Statistics (Q2.11)
Statistics about the review volume influence a
consumer’s reliance on reviews since the visibility
of the total number of reviews is valued as more
credible. Further, due to the consumer’s high interest
in the statistics and its high influence, user-
friendliness for statistics is important.
4.3.6 Media Impact on Review Platform
Choice (Q2.1 and Q2.7)
Media support can be categorized as credible and
user-friendly and seems to have an impact on review
choice and hence the consumer’s purchasing
decision.
4.3.7 Self-disclosure (Q1.8, Q2.1 and Q2.12)
It can be concluded that those participants who were
more attracted by the reviews showing a profile,
confirmed their choice by classifying self-disclosure
in a review as credible. The matching of results gave
further insights in review function characteristics on
platforms and their impact on consumer decisions.
Hereafter the results will be discussed.
5 CONCLUSIONS AND
RECOMMENDATIONS
The study confirms that reviews are highly popular
among consumers considering a purchase. Online
reviews influence consumer purchasing decisions
only when consumers’ reliance on online reviews is
sufficiently high when they make purchase
decisions. Consumers’ reliance on reviews is
dependent on and influenced by the format
characteristics of the review and the online review
system design. To increase consumers’ reliance on
reviews, the objectives of the different platforms
should be to build trust for the consumer, promote
website and service quality, facilitate member
matching and offer consumers sufficient information
as well as a user friendly design. Hence, online
review platform design moderates reviews and the
consumer’s reliance and purchasing decisions. Two
categories of review format characteristics could be
established: usability and credibility characteristics.
Consumer’s motives to search for reviews were
identified in the literature as personal and social
motives, more precisely as Informational behavior,
Risk reduction, Quality seeking and Social
belonging. The platform choices thereby differ, as
well as the platform’s review function
characteristics. The survey results confirm the
presence of various review function characteristics
and their influence on consumers. The platform
categories found in the literature could be confirmed
through the respondents in the survey as the online
consumer review platforms that consumers use in
practice; retail websites are the most used review
platforms for checking online reviews. The
combination of shopping and checking reviews for
the product, seems to be appealing due to its
convenience..
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From a company’s perspective, the growing
popularity of online reviews affects a wide range of
management activities and takes information control
from companies and gives it away to the consumer.
Though, the Web 2.0 makes it possible to follow and
protocol CGC and herewith identifies points for
improvement as in improving the quality of goods or
services. Monitoring and analytics nonetheless have
to be planned and focused systematically and
precisely. To do so effectively, companies need to
understand the phenomenon of online consumer
reviews and online consumer review platforms.
Knowing the online review platforms of importance
and the review function characteristics influencing
consumers can be hereby regarded as of upmost
priority. Negative information about a company’s
service or product can be spread rapidly and to an
unlimited number of people on several platforms.
Investing in customer satisfaction is hence the one
side of preventing the company from risks
(Dellarocas, 2003). On the other side, learning about
review function characteristics and their influence
can lead companies to invest in new marketing
concepts. Cooperation with online review platforms
can be made, since platforms can, for example,
influence the readability of reviews through their
design of the review function as in sorting options
automatically applied. This is for example the case
with the ‘most helpful’ reviews appearing first on
certain platforms leading the reader to specific
reviews. Further consumer promotions animating to
review the product in certain ways can influence the
presence on review platforms of companies and with
the review function characteristics applied correctly
influence other consumers.
Model 1: impact of review characteristics on decisions.
From a platform’s perspective, knowing the
preferred review function characteristics of
consumers, can lead to increased platform use when
applied. Further, as it became clear throughout this
research, none of the online review platforms has all
the review function characteristics that influence
consumers or are desired by those. Accordingly, it is
advisable to create a new online consumer review
platform combining the different characteristics as
shown in Model 1. Additionally, constant
monitoring of new market trends by companies as
well as platforms is advisable, as the web is
constantly developing further and new platforms are
rapidly emerging. From a consumer’s perspective,
review platforms increase market transparency and
make purchasing less risky. Firstly, understanding
the consumer’s wants and impacts of reviews, makes
platforms adapt to them and offer an even better use
of reviews. Secondly however, as companies
understand consumers better, they gain more power
to manipulate.
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