Understanding the Nexus between Electronic Service Performance and Customer Satisfaction among Online Shoppers in a Typical Emerging Economy


The main objective of this study is to empirically investigate the influence of electronic service performance on customer satisfaction among online retail customers in Anambra State, Nigeria. The development of information and communication technology (ICT) and its wide application to business especially retailing led to the development of alternative methods of distributing goods and service hence, the emergence of many online retail shops that are challenging the traditional methods of retailing. In view of this and in view of the fact that customers are keying into this emergent phenomenon, customer satisfaction with the online retail shops is imperative. Hence this study set out to examine service performance and customer satisfaction among online retail shoppers in Nigeria. The study was based on a survey of 288 online shoppers in Anambra State. The data collected were analysed with multiple regressions and the outcome was useful to online shoppers, online retailers among others.


Keywords: Customer Satisfaction, Emerging Economy, Nigeria, Online Shoppers, Service Performance

Article Review Status: Published

Pages: 39-55 (Download PDF)

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