Exploring Criteria Consumers Use in Evaluating Their Online Formal Wear Rental Experience

Abstract

To develop an understanding of consumers’ evaluations of their Rent the Runway (RTR) experiences, their online reviews were systematically sampled and saved as screen shots. Content analysis was conducted in two stages: (a) analysis of 201 reviews to develop the coding scheme and (b) data collection and analysis from an additional 600 reviews. Insights into RTR’s strategies for overcoming the challenges associated with online apparel sales were yielded. These may provide direction for other apparel companies. When planning their product offerings, online apparel rental companies should consider the most important apparel evaluative criteria found for RTR reviewers: (a) fit, (b) garment style and design elements, (c) social feedback, and (d) appropriateness. Companies may (a) adopt RTR’s unique e-service, shipping two sizes of the same dress; and (b) encourage reviewers to include more self-descriptive and dress-descriptive information in their reviews, both of which seemed to alleviate online shopping fit concerns.