Post COVID-19 online shopping in South Africa: A mediation analysis of customer satisfaction on e-service quality and purchase intention
TL;DR: In this paper , the authors investigated the dynamics of online shopping focusing on mediation analysis of customer satisfaction on e-service quality and purchase intention, and found that system availability, efficiency, responsiveness, fulfilment, privacy and compensation can be collectively used to measure electronic service dimensions in online shopping.
Abstract: The study investigated the dynamics of online shopping focusing on mediation analysis of customer satisfaction on e-service quality and purchase intention. The study used a cross-sectional quantitative method where 324 responses were collected through a self-administered online survey questionnaire from South African consumers. The findings revealed that system availability, efficiency, responsiveness, fulfilment, privacy and compensation can be collectively used to measure electronic service dimensions in online shopping. These dimensions have a statistically significant relationship with purchase intention, while customer satisfaction has a mediation effect on the relationship. Customer satisfaction has a full mediation effect on the relationship between electronic service quality dimensions, compensation and privacy and trust with purchase intention and partial mediation between electronic service quality dimensions, responsiveness, efficiency and system availability with purchase intention. These findings inform businesses that are using online shopping platforms and assist them in prioritizing their resources. The contribution of the research is the use of the value-percept paradigm that is enhanced by importance-analysis within customer satisfaction as a mediator on e-service quality and purchase intention. This underpins the importance of customers' values and, more importantly, a 'customized' customer, where 'one size fit all' is diminishing during the time of technological advances.
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01 Jan 2001
TL;DR: The SPSS Survival Manual throws a lifeline to students and researchers grappling with this data analysis software, in this thoroughly revised edition of her.
Abstract: Click on the arrow button to move the variable name into Chapter 4 Creating a data file and entering data 39 Step 2: Enter the data Spss survival. The SPSS Survival Manual throws a lifeline to students and researchers grappling with this data analysis software.In this thoroughly revised edition of her. Download PDF SPSS Survival Manual A step by step guide to data analysis using SPSS. SPSS SURVIVAL MANUAL. Are you come upon Spss Survival Manual? Great! We have the file you need: spss survival manual. The spss survival manual. To cite this article: Yeung, Polly. SPSS survival manual. A step by step guide to data analysis using IBM SPSS (5th ed) (Book Review) (online). Aotearoa New.
5,082 citations
TL;DR: The socio-economic effects of COVID-19 on individual aspects of the world economy are summarised to show the need for medical supplies has significantly increased and the food sector has seen a great demand due to panic-buying and stockpiling of food products.
Abstract: The COVID-19 pandemic has resulted in over 4.3 million confirmed cases and over 290,000 deaths globally. It has also sparked fears of an impending economic crisis and recession. Social distancing, self-isolation and travel restrictions have lead to a reduced workforce across all economic sectors and caused many jobs to be lost. Schools have closed down, and the need for commodities and manufactured products has decreased. In contrast, the need for medical supplies has significantly increased. The food sector is also facing increased demand due to panic-buying and stockpiling of food products. In response to this global outbreak, we summarise the socio-economic effects of COVID-19 on individual aspects of the world economy.
4,060 citations
01 Jan 2010
TL;DR: A discussion of key differences and rationale that researchers can use to support their use of PLS is provided, followed by two examples from the discipline of Information Systems.
Abstract: The objective of this paper is to provide a basic framework for researchers interested in reporting the results of their PLS analyses. Since the dominant paradigm in reporting Structural Equation Modeling results is covariance based, this paper begins by providing a discussion of key differences and rationale that researchers can use to support their use of PLS. This is followed by two examples from the discipline of Information Systems. The first consists of constructs with reflective indicators (mode A). This is followed up with a model that includes a construct with formative indicators (mode B).
3,537 citations
TL;DR: In this paper, the authors review and synthesize the literature about service quality delivery through Web sites, describe what is known about the topic, and develop an agenda for needed research.
Abstract: Evidence exists that service quality delivery through Web sites is an essential strategy to success, possibly more important than low price and Web presence. To deliver superior service quality, managers of companies with Web presences must first understand how customers perceive and evaluate online customer service. Information on this topic is beginning to emerge from both academic and practitioner sources, but this information has not yet been examined as a whole. The goals of this article are to review and synthesize the literature about service quality delivery through Web sites, describe what is known about the topic, and develop an agenda for needed research.
2,520 citations
TL;DR: Wang et al. as mentioned in this paper developed a research model to examine the relationship among e-service quality dimensions and overall service quality, customer satisfaction and purchase intentions, and data from a survey of 297 online consumers were used to test the research model.
Abstract: – This paper develops a research model to examine the relationship among e‐service quality dimensions and overall service quality, customer satisfaction and purchase intentions., – Data from a survey of 297 online consumers were used to test the research model. Confirmatory factor analysis was conducted to examine the reliability and validity of the measurement model, and the structural equation modelling technique was used to test the research model., – The analytical results showed that the dimensions of web site design, reliability, responsiveness, and trust affect overall service quality and customer satisfaction. Moreover, the latter in turn are significantly related to customer purchase intentions. However, the personalization dimension is not significantly related to overall service quality and customer satisfaction., – Future research can use different methodologies, such as longitudinal studies, focus groups and interviews, to examine the relationship between service quality and customer purchase behaviour in online shopping contexts., – This study suggests that to enhance customer purchase intentions, online stores should develop marketing strategies to better address the trustworthiness, reliability, and responsiveness of web‐based services. Online stores can devote valuable corporate resources to the important e‐service quality attributes identified by this study., – This study developed the instrument dimensions of e‐service quality by modifying the SERVQUAL model to consider online shopping context. Moreover, the results of this study provide a valuable reference for managers of online stores, as well as for researchers interested in internet marketing.
1,114 citations