The factors that influence customer e-services adoption

Persad, Kamisha; Padayachee, Keshnee

doi:10.18489/sacj.v56i1.209

Cited by 5 publications

(6 citation statements)

References 47 publications

(84 reference statements)

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“…Social media system availability significantly influences overall service quality in the South African banking industry. This finding validates studies conducted by Kim (2015), Persad and Padayachee (2015) and Quach et al (2016), who revealed similar findings. Therefore, the study concludes that a bank's Facebook page availability plays a significant role in shaping social media sites.…”

Section: Social Media System Availabilitysupporting

confidence: 93%

The influence of social media service quality on client loyalty in the South African banking industry

2019

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Orientation: The impact and growth rates of Facebook and other forms of social media have made it imperative for all businesses to ensure they have social media strategies in place.Research purpose: The purpose of this study was to measure the influence of social media service quality on client loyalty in the South African banking industry.Motivation for the study: There are limited studies conducted in developing countries such as South Africa that focused specifically on the social media service quality and client loyalty in the banking industry.Research design, approach and method: The study used a quantitative approach and a descriptive research design to test the proposed hypotheses. An online survey on Facebook was used to collect the data from a sample of 377 respondents who had interacted with the five major banks in South Africa on the said platform. A snowball sampling technique was used to identify the appropriate respondents. The data was analysed with Structural Equation Modelling (SEM) to assess the model fit.Main findings: Findings of the research study proved that the social media system’s availability, fulfilment and privacy have a significant influence on the overall service quality of social media, which leads to client loyalty in the South African banking industry.Practical/managerial implications: The study recommended that managers and marketers should constantly evaluate, monitor and improve the overall service quality of social media offered to their clients, as it leads to a corresponding increase in client loyalty in the South African banking industry.Contribution/value-add: The study provided empirical evidence, which contributed to the body of business and marketing knowledge in a South African banking context.

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Section: Social Media System Availabilitysupporting

confidence: 93%

The influence of social media service quality on client loyalty in the South African banking industry

2019

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“…Lastly, the occurrence of technostress is highly related to the overall information management of the used website and the required cognitive demand. In that regard, specifically information overload, opacity, irrelevance, or insufficiency have shown to be antecedents of technostress [17,18,43].…”

Section: The Relevance Of Technostress In the Context Of E-commercementioning

confidence: 99%

“…Another component -in the field of consumer research fundamentally important -is the behavioral consequence that consumers draw following technology-induced stress. The experience of technostress has shown to be associated with behavioral responses of flight and avoidance in the shape of shopping cart abandonment, purchase cancellation and the general rejection of e-services, turning to alternative providers, to mitigate and evade the stressful situation [17,18,19].…”

Section: The Relevance Of Technostress In the Context Of E-commercementioning

confidence: 99%

“…However, the online shopping experience can be diminished by the occurrence of stress that is caused by the dysfunctionalities of an online store [14,15]. Literature refers to technology-induced stress as the phenomenon of technostress [14], leading to several negative influences on the consumer on a physical and psychological level as well as on behavioral responses that end-users display in the form of leaving & future avoidance of the situation following a stressful experience [16,17,18,19]. While no further research has been conducted so far, those findings underpin the potential of technostress to also impede usual behavioral tendencies such as the preference for and purchase of sustainable products.…”

Section: Introductionmentioning

confidence: 99%

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Please Mind the Stress: The Influence of Technostress on Mindset-Driven Sustainable Consumption in an Online Shopping Context

Schumacher¹,

Peters²,

Feste³

2022

Proceedings of the Annual Hawaii International Conference on System Sciences

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Though reportedly aware, the importance of sustainability is not reflected in consumers' consumption behavior. Existing research excludes both the concept of mindset as a driver for sustainable consumption and the diminishing effect of stress on this relationship. We close this gap by examining how a growth mindset indirectly affects consumers' sustainable purchase decisions, mediated by the preference for sustainable products, and the influence of technostress in an experimental online shopping scenario. Results based on 121 participants show a positive indirect effect of growth mindset on consumers' sustainable product choice, mediated by their general preference for sustainable products, while technostress has a negative moderating effect on the relationship between preference for and choice of sustainable products. Our study contributes to the ecommerce and consumer psychology literature and extends research by showing how external influences disrupt the purchase decision of consumers who are usually inclined towards purchasing sustainable products under non-invasive conditions.

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“…The occurrence of conditions that are not desired by consumers is the core of risk perception; this is closely related to consumer behavior. Associated with online transactions, risk perception is described as a reluctance (there is no motivation) consumers to make online transactions due to concerns and uncertainties that are more likely to transact conventionally or offline (Persad and Padayachee, 2015). The risk experienced by consumers due to the possibility that the product selected may fail to meet needs is referred to as product risk or product risk (Abrar et all., 2017).…”

Section: Millennial Generationmentioning

confidence: 99%

The Differences in Risk Perception between Millennials and Baby Boomers in Online Transactions

Mulia

2019

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This study aims to distinguish the risks perceived by the millennial generation and the risks perceived by baby boomer generations when transacting online. The number of samples used in this study was one hundred thirty-five respondents. Criteria for respondents are people who have done online transactions in the generation being studied. This study uses a discriminant analysis conducted by a study of three types of risk perceived by respondents, product risk, financial risk, and shipping risk. The result showed there are statistically significant differences in the risks perceived by the millennial generation and the baby boomer generation.

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The factors that influence customer e-services adoption

Cited by 5 publications

References 47 publications

The influence of social media service quality on client loyalty in the South African banking industry

The influence of social media service quality on client loyalty in the South African banking industry

Please Mind the Stress: The Influence of Technostress on Mindset-Driven Sustainable Consumption in an Online Shopping Context

The Differences in Risk Perception between Millennials and Baby Boomers in Online Transactions

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