Online Shopping Tendency and Customer Trust in Nigerian Service Sector

Abstract

Conventional shopping affords the customer the convenience of not losing their monies to hackers and scammers and carrying out a transaction in a familiar shop environment, irrespective of the shop location. The unprecedented development in telecommunication/ Information Communications Technology (ICT) has made direct purchase and sale of goods and services possible worldwide using the Internet, an online shopping website in Nigeria. For example, many customers and prospects engage in multi-billion Naira transactions daily in Jumia.com.ng and konga.com. The essence of trust in this platform becomes inevitable, based on the virtual nature of all transactions. This study aims to examine the effect of customer trust and purchase decisions on online shopping in Nigeria. The study clarifies that internet hopping could flourish easily where there is less risk factor, proof of effective service quality delivery, and unbridled evidence of trust in the service providers' ability to deliver. The descriptive methodology was adopted for the study, and 277 questionnaires were administered to respondents, mainly online customers of jumia.com.ng. Correlation analysis was used to analyze the underlying variables of the study. The results revealed that there is a positive interrelationship between online shopping and trust in Nigerian. The study concludes that online service providers need to entrench trust amongst customers and exclude all risk factors that could be inimical to the growth and development of online hopping in Nigeria.

Tourism Development and Empathy-Altruism in Post Pandemic Service Delivery

“…Other studies include the harmful effect of tourism on climate change, otherwise tagged 'doom tourism' (Lemelin, et. al, 2013;& Frew, 2008), examining the carbon footprint of global tourism (Lenzen, 2008), also considered include; future directions on the trend in educational tourism with (McGladdery & Lubbe, 2017;Cohen, 2011), on sustainable tourism in developing countries (Eshiett;& Eshiett, 2021), mitigating environmental hazards around tourism resources (Cooper & Nisbet, 2016), tourism role in data flight across national borders (Karanasios;& Burgess, 2008)., development and distribution of online tourism services (Lu & Lu, 2004;& Stone, 2007), to manage customer data effectively (Finlay, 2014), and on the role of tourism in the ecosystem (Pueyo-Ros, 2018); Sustainable tourism without adequate consideration for a post pandemic service delivery approach, in repositioning the sector to address customers touch points in service offering, will stagnate the sector. Hence, the integration of the empathyaltruistic model could easily address such a touch point.…”

“…Sustainable Tourism Resource Development: According to UNSDG criteria, tourism resources must be developed within the framework of sustainability (UNWTO, 2013;& 2017). Previous studies have shown the need for ensuring sustainability in tourism development as follows; actualizing SDG goals in tourism by 2030 (Tourism and the Sustainable Development Goals, 2017); & Towards Earth Summit 2002), and tourism sustainability as an emerging global concept (Eshiett;& Eshiett, 2021); Projecting into the future of advertising based on historical antecedents (Bearden, et. al, 1996), using structural equation to determine internet usage and advertising gratification (Ko, et.…”

“…al, 2016). The unquantifiable damage occasioned by the Covid-19 pandemic is ongoing (Gowreesunkar et al, 2021;Spencer et al, 2021;& Eshiett, 2021), as most nations are still grappling with the recovery process (Gowreesunkar et al, 2021). In essence, the tourism sector which made an estimated (60-80%) loss due to the pandemic in 2020, needs a dynamic strategy, to reposition the sector (UNWTO, 2020), hence, empathy altruism becomes a holistic approach that focuses on the welfare, and the common good of community members (Batson, 2009a).…”

“…The proposition of the empathy-altruism model (Baston et al, 2015) in tourism is an attempt to rejuvenate the tourism sector after the COVID-19 cataclysm, based on the need to integrate strategic measures towards empathic communication of brand peculiarity to customers (Laguna et al, 2022;Eshiett & Eshiett, 2021). The foregoing has shown diverse research work on prosocial concerns, but we discovered in-depth paucity in the literature on the integration of prosocial concerns in the tourism sector and, as such, the necessity to fill this gap.…”