Post COVID-19 online shopping in South Africa: A mediation analysis of customer satisfaction on e-service quality and purchase intention

Mtotywa, Matolwandile Mzuvukile; Kekana, Charles

doi:10.1080/20421338.2022.2153982

Cited by 8 publications

(3 citation statements)

References 50 publications

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“…The efficiency of a website is measured at three levels: pre-transaction, transaction, and post-transaction. This means that service delivery within the online store context begins when a customer visits a website that is always accessible to customers (Mtotywa & Kekana, 2023).…”

Section: Efficiencymentioning

confidence: 99%

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An Empirical Appraisal of Electronic Service Quality, Customer Satisfaction and Behavioral Intentions within Online Shopping in South Africa

Eugine Tafadzwa Maziriri,

Tinashe Chuchu,

Tarisai Fritz Rukuni

2023

JCS

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Over the years, service quality has been a topic that has continued to garner a lot of interest. This study sought to appraise electronic service quality, customer satisfaction, and behavioral intentions in online shopping in South Africa. A unique conceptual model was developed to investigate the factors that led to customer loyalty, positive word-of-mouth, and ultimately repurchase intention toward goods online. This study aims to determine the influence of e-service quality on customer satisfaction and behavioral intentions in online shopping in South Africa. Non-probability sampling was used to select the participants. A structured questionnaire, based on the conceptual model, was developed and distributed online. A total of 307 usable response questionnaires were collected, and descriptive and regression analyses were conducted using SPSS 27. The major findings indicate that customer satisfaction and positive word of mouth are closely associated. The implication is that marketing practitioners should pay more attention to customer behavior after receiving services.

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Section: Efficiencymentioning

confidence: 99%

“…Fulfilment is closely linked to one's ability to succeed in specific situations (Chuchu & Chuchu, 2016). This involves executing customer orders as promised, fulfilling the obligations of the online store, and meeting customer expectations regarding product and service delivery (Mtotywa & Kekana, 2023).…”

Section: Fulfilmentmentioning

confidence: 99%

An Empirical Appraisal of Electronic Service Quality, Customer Satisfaction and Behavioral Intentions within Online Shopping in South Africa

Eugine Tafadzwa Maziriri,

Tinashe Chuchu,

Tarisai Fritz Rukuni

2023

JCS

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“…Ecommerce, also referred to as e-commerce or online trade, refers to the purchase and sale, transference of money and the data for the purpose of these purchases by means of the internet Mtotywa and Kekana (2023). Ecommerce is mostly used in the online selling of physical goods, but it often can represent some kind of business transaction made through the internet.…”

Section: Introductionmentioning

confidence: 99%

An Investigation on Factors Influencing Customer Satisfaction by Utilising Online Shopping

Punithamalar,

Sasikala

2024

J. Professional Business Review

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Purpose: E-Commerce has unleashed yet another revolution, which is changing the way businesses buy and sell products and services. New methodologies have evolved. The role of geographic distances in forming business relationships is reduced. E-Commerce is the future of shopping. With the deployment of 3G ,4G& 5G wireless communication technologies, the internet economy will continue to grow robustly. Nowadays, online marketing is a new area of marketing which play a vital role in attracting customers. Theoretical Framework: Most organizations utilize online shopping in current technology age to please consumers and also to attract additional clients. Online purchasing has a major influence on the pleasure of customers. Online shopping is the key aspect of electronic commerce, and this electronic trade guides many clients in the manner they purchase things from the business.Convenience is one of the benefits that customer gets from the e-commerce and thus increasing customer satisfaction. This is due to customer can place a purchase an order from anywhere with internet connection. E-commerce business provider should give importance on every customer by giving smooth service and many options for payment and have more functions available online. Design/Methodology/Approach: The study investigated factors influencing customer satisfaction in e-commerce. Demographic variables were analyzed alongside perceived risks and influencing factors. Findings: Findings highlight diverse influences on online purchasing behavior and varying satisfaction factors. However, no significant differences were found in risk perceptions. Education on online purchasing steps is recommended based on the results.

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Long-term effects of COVID-19 on time allocation, travel behavior, and shopping habits in the United States

Shi,

Goulias

2024

Journal of Transport & Health

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Post COVID-19 online shopping in South Africa: A mediation analysis of customer satisfaction on e-service quality and purchase intention

Cited by 8 publications

References 50 publications

An Empirical Appraisal of Electronic Service Quality, Customer Satisfaction and Behavioral Intentions within Online Shopping in South Africa

An Empirical Appraisal of Electronic Service Quality, Customer Satisfaction and Behavioral Intentions within Online Shopping in South Africa

An Investigation on Factors Influencing Customer Satisfaction by Utilising Online Shopping

Long-term effects of COVID-19 on time allocation, travel behavior, and shopping habits in the United States

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