Academic Journal
An Empirical Appraisal of Electronic Service Quality, Customer Satisfaction and Behavioral Intentions within Online Shopping in South Africa
| العنوان: | An Empirical Appraisal of Electronic Service Quality, Customer Satisfaction and Behavioral Intentions within Online Shopping in South Africa |
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| المؤلفون: | Maziriri, Eugine Tafadzwa, Chuchu, Tinashe, Rukuni, Tarisai Fritz |
| المصدر: | Journal of Consumer Sciences; Vol. 8 No. 3 (2023): Journal of Consumer Sciences; 234-256 ; 2460-8963 |
| بيانات النشر: | Department of Family and Consumer Sciences, Faculty of Human Ecology, IPB University |
| سنة النشر: | 2023 |
| المجموعة: | Scientific Journals of Bogor Agricultural University |
| مصطلحات موضوعية: | behavior, customers, online, purchases, service |
| الوصف: | 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. |
| نوع الوثيقة: | article in journal/newspaper |
| وصف الملف: | application/pdf |
| اللغة: | English |
| Relation: | http://journal.ipb.ac.id/index.php/jcs/article/view/49977/26728; http://journal.ipb.ac.id/index.php/jcs/article/view/49977 |
| DOI: | 10.29244/jcs.8.3.234-256 |
| الاتاحة: | http://journal.ipb.ac.id/index.php/jcs/article/view/49977 https://doi.org/10.29244/jcs.8.3.234-256 |
| Rights: | https://creativecommons.org/licenses/by/4.0 |
| رقم الانضمام: | edsbas.115FC2B2 |
| قاعدة البيانات: | BASE |
| DOI: | 10.29244/jcs.8.3.234-256 |
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