Exploring the Impact of Augmented Reality on Customer Experiences and Attitudes: A Comparative Analysis with Websites

Abstract

Augmented Reality is used by various customers’ concerned companies to augment their stimuli, shopping experiences, and customers’ purchasing behavior. Hence, AR driven enabling stimulates customer engagement and their shopping attitude by providing a vivid technology experience. Prior studies found that AR novelty, trust, and vividness influenced the customer usage attitude. There have extant literature presented in the context of AR applications, it is widely used through numerous gadgets but the author intends to explore holistic features that tend to grasp customers’ experiences and attitudes to find the variance between AR vs. Websites. AR potentially disrupted the real-world environment by providing hedonic visual benefits and eliminating the physical efforts that tend to stimulate customers who mesmerize with AR compared to a website. The author chose the Houzz AR app and its website to gather data and provide a better understanding of both scenarios. The author conducted two-field experiments to illustrate positive customer attitudes that satisfied their experience towards the AR app rather than the traditional website. AR app is vivid and novel to engage a customer and moderate their attitude towards the technology immersion. Finally, this study provides multiple implications such as unique visual illustrations, sensational features, and innovation resulting in satisfied customer experience, considering both features in real and virtual world environments.