The impact of online shopping attributes on customer satisfaction and loyalty: Moderating effects of e-commerce experience
The COVID-19 pandemic has expedited the growth of e-commerce in South Africa, as in global markets, strengthening online shopping exchange relationships. Businesses seek advanced models of the online shopping dimensions that are appropriate for tailoring services to customers. The data collected inc...
Guardado en:
| Autor principal: | |
|---|---|
| Formato: | article |
| Lenguaje: | EN |
| Publicado: |
Taylor & Francis Group
2021
|
| Materias: | |
| Acceso en línea: | https://doaj.org/article/619a60560cc84cbdaecc789706c4a0a0 |
| Etiquetas: |
Agregar Etiqueta
Sin Etiquetas, Sea el primero en etiquetar este registro!
|
| id |
oai:doaj.org-article:619a60560cc84cbdaecc789706c4a0a0 |
|---|---|
| record_format |
dspace |
| spelling |
oai:doaj.org-article:619a60560cc84cbdaecc789706c4a0a02021-12-02T19:08:01ZThe impact of online shopping attributes on customer satisfaction and loyalty: Moderating effects of e-commerce experience2331-197510.1080/23311975.2021.1968206https://doaj.org/article/619a60560cc84cbdaecc789706c4a0a02021-01-01T00:00:00Zhttp://dx.doi.org/10.1080/23311975.2021.1968206https://doaj.org/toc/2331-1975The COVID-19 pandemic has expedited the growth of e-commerce in South Africa, as in global markets, strengthening online shopping exchange relationships. Businesses seek advanced models of the online shopping dimensions that are appropriate for tailoring services to customers. The data collected included customers’ perceived information quality, privacy concerns, perceived security, product variety, and product delivery as antecedents of customer satisfaction, while information quality and satisfaction were specified as key determinants of customer loyalty. A total of 287 completed responses were analysed using structural equation modelling. The results indicate that the customer satisfaction of online shoppers is influenced by product delivery, perceived security, information quality, and product variety. Customer satisfaction and information quality determine customers’ loyalty towards web stores. In its originality, the paper reveals that product delivery and satisfaction relationship are moderated by e-commerce experience exceeding five years. The paper concludes with managerial implications for online shopping in aiming to build customer loyalty.Thabang Excellent MofokengTaylor & Francis Grouparticleonline retailproduct deliveryproduct varietycustomer satisfactioncustomer loyaltye-commerce experiencesemBusinessHF5001-6182Management. Industrial managementHD28-70ENCogent Business & Management, Vol 8, Iss 1 (2021) |
| institution |
DOAJ |
| collection |
DOAJ |
| language |
EN |
| topic |
online retail product delivery product variety customer satisfaction customer loyalty e-commerce experience sem Business HF5001-6182 Management. Industrial management HD28-70 |
| spellingShingle |
online retail product delivery product variety customer satisfaction customer loyalty e-commerce experience sem Business HF5001-6182 Management. Industrial management HD28-70 Thabang Excellent Mofokeng The impact of online shopping attributes on customer satisfaction and loyalty: Moderating effects of e-commerce experience |
| description |
The COVID-19 pandemic has expedited the growth of e-commerce in South Africa, as in global markets, strengthening online shopping exchange relationships. Businesses seek advanced models of the online shopping dimensions that are appropriate for tailoring services to customers. The data collected included customers’ perceived information quality, privacy concerns, perceived security, product variety, and product delivery as antecedents of customer satisfaction, while information quality and satisfaction were specified as key determinants of customer loyalty. A total of 287 completed responses were analysed using structural equation modelling. The results indicate that the customer satisfaction of online shoppers is influenced by product delivery, perceived security, information quality, and product variety. Customer satisfaction and information quality determine customers’ loyalty towards web stores. In its originality, the paper reveals that product delivery and satisfaction relationship are moderated by e-commerce experience exceeding five years. The paper concludes with managerial implications for online shopping in aiming to build customer loyalty. |
| format |
article |
| author |
Thabang Excellent Mofokeng |
| author_facet |
Thabang Excellent Mofokeng |
| author_sort |
Thabang Excellent Mofokeng |
| title |
The impact of online shopping attributes on customer satisfaction and loyalty: Moderating effects of e-commerce experience |
| title_short |
The impact of online shopping attributes on customer satisfaction and loyalty: Moderating effects of e-commerce experience |
| title_full |
The impact of online shopping attributes on customer satisfaction and loyalty: Moderating effects of e-commerce experience |
| title_fullStr |
The impact of online shopping attributes on customer satisfaction and loyalty: Moderating effects of e-commerce experience |
| title_full_unstemmed |
The impact of online shopping attributes on customer satisfaction and loyalty: Moderating effects of e-commerce experience |
| title_sort |
impact of online shopping attributes on customer satisfaction and loyalty: moderating effects of e-commerce experience |
| publisher |
Taylor & Francis Group |
| publishDate |
2021 |
| url |
https://doaj.org/article/619a60560cc84cbdaecc789706c4a0a0 |
| work_keys_str_mv |
AT thabangexcellentmofokeng theimpactofonlineshoppingattributesoncustomersatisfactionandloyaltymoderatingeffectsofecommerceexperience AT thabangexcellentmofokeng impactofonlineshoppingattributesoncustomersatisfactionandloyaltymoderatingeffectsofecommerceexperience |
| _version_ |
1718377152440696832 |