An Empirical Appraisal of Electronic Service Quality, Customer Satisfaction and Behavioral Intentions within Online Shopping in South Africa
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...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
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Department of Family and Consumer Sciences, Faculty of Human Ecology, IPB University
2023-11-01
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| Series: | Journal of Consumer Sciences |
| Subjects: | |
| Online Access: | https://journal.ipb.ac.id/index.php/jcs/article/view/49977 |
| _version_ | 1827629716625948672 |
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| author | Eugine Tafadzwa Maziriri Tinashe Chuchu Tarisai Fritz Rukuni |
| author_facet | Eugine Tafadzwa Maziriri Tinashe Chuchu Tarisai Fritz Rukuni |
| author_sort | Eugine Tafadzwa Maziriri |
| collection | DOAJ |
| description |
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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| first_indexed | 2024-03-09T13:56:23Z |
| format | Article |
| id | doaj.art-ad7efb04183e4ca4bd490a2697ed4174 |
| institution | Directory Open Access Journal |
| issn | 2460-8963 |
| language | English |
| last_indexed | 2024-03-09T13:56:23Z |
| publishDate | 2023-11-01 |
| publisher | Department of Family and Consumer Sciences, Faculty of Human Ecology, IPB University |
| record_format | Article |
| series | Journal of Consumer Sciences |
| spelling | doaj.art-ad7efb04183e4ca4bd490a2697ed41742023-11-30T15:53:02ZengDepartment of Family and Consumer Sciences, Faculty of Human Ecology, IPB UniversityJournal of Consumer Sciences2460-89632023-11-018310.29244/jcs.8.3.234-256An Empirical Appraisal of Electronic Service Quality, Customer Satisfaction and Behavioral Intentions within Online Shopping in South AfricaEugine Tafadzwa Maziriri0Tinashe Chuchu1Tarisai Fritz Rukuni2Department of Business Management, University of the Witwatersrand, JohannesburgDepartment of Business Management, University of the Witwatersrand, JohannesburgDepartment of Business Management, University of the Free State 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. https://journal.ipb.ac.id/index.php/jcs/article/view/49977behaviorcustomersonlinepurchasesservice |
| spellingShingle | Eugine Tafadzwa Maziriri Tinashe Chuchu Tarisai Fritz Rukuni An Empirical Appraisal of Electronic Service Quality, Customer Satisfaction and Behavioral Intentions within Online Shopping in South Africa Journal of Consumer Sciences behavior customers online purchases service |
| title | An Empirical Appraisal of Electronic Service Quality, Customer Satisfaction and Behavioral Intentions within Online Shopping in South Africa |
| title_full | An Empirical Appraisal of Electronic Service Quality, Customer Satisfaction and Behavioral Intentions within Online Shopping in South Africa |
| title_fullStr | An Empirical Appraisal of Electronic Service Quality, Customer Satisfaction and Behavioral Intentions within Online Shopping in South Africa |
| title_full_unstemmed | An Empirical Appraisal of Electronic Service Quality, Customer Satisfaction and Behavioral Intentions within Online Shopping in South Africa |
| title_short | An Empirical Appraisal of Electronic Service Quality, Customer Satisfaction and Behavioral Intentions within Online Shopping in South Africa |
| title_sort | empirical appraisal of electronic service quality customer satisfaction and behavioral intentions within online shopping in south africa |
| topic | behavior customers online purchases service |
| url | https://journal.ipb.ac.id/index.php/jcs/article/view/49977 |
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