University of Twente Student Theses
The key e-service factors that influence customer satisfaction during online grocery shopping
Riele, J.G.H. te (2024) The key e-service factors that influence customer satisfaction during online grocery shopping.
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| Abstract: | Online shopping is integrated into consumers’ lives today, so providing e-services have become essential. However, previous literature has focused on e-service factors within the general e-commerce setting. Therefore, this study aims to fill this gap by investigating the impact of e-service factors on customer satisfaction, focusing on the Dutch online grocery industry. This research focused on nine different constructs: website design, fulfilment, customer service, security & privacy, convenience, order fill rate, incentives, overall e-service quality, and customer satisfaction. Each of these constructs consisted of underlying variables. A quantitative research method was employed, using an online survey to gather data, resulting in a valid sample of 181 respondents. Multiple linear regression analysis identified purchase process, order accuracy, evaluation convenience, order fill rate, and incentives as significant factors influencing customer satisfaction. The study’s limitations include the specific focus on Dutch customers and the exclusion of other potential e-service factors. Future research should consider larger, more diverse samples and explore additional e-services variables. The findings contribute to academic knowledge by clarifying the key drivers of customer satisfaction in the online grocery sector and offering practical recommendations for online grocery stores to improve their service quality and customer satisfaction. Keywords: Customer Satisfaction, E-service Factors, Online Grocery Industry, Online grocery shopping, Netherlands, E-commerce |
| Item Type: | Essay (Master) |
| Faculty: | BMS: Behavioural, Management and Social Sciences |
| Subject: | 83 economics |
| Programme: | Business Administration MSc (60644) |
| Link to this item: | https://purl.utwente.nl/essays/100699 |
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