This study, based on mixed method research design, explores the mechanism by which online service provider experiences are indirectly influenced by service interactions (service manner and need identification) in a rarely explored context (e-learning service and digital product/online MBA). While the service provided by employees is argued to play an important role in consumers’ evaluations of service performance (Vasconcelos et al., 2015), the impact of service interaction on experience (combining credence service theory and customer experience theory) has to date not been explored.

The rapid development of the Internet changed customers‟ consumption and companies marketing strategies toward online shopping. The research focuses on e-commerce influence on consumer behaviour. The aim of this research is to find the influence of consumer behaviour on purchasing intention in online shopping environment. Semistructured interviews and online questionnaire survey were used to collect data, which were analysed using content analysis and SPSS software. Results showed that personalised e-commerce, customer satisfaction and customer loyalty influence customer-purchasing intention.