Domestic confinement crisis and its un-intensifying effect on service quality expectations towards e-stores: the case of the COVID-19 pandemic in Mexico

Figures & data

Figure 1. Conceptual framework.

Table 1. Measurements for dependent variables n = 862

Construct /dimension	Item code	Item declaration	Single factor loadings	C’s alpha	AVE	CR	KMO
Home page attractiveness	Homep1	The homepage of the e-store is very attractive.	0.87	0.89	0.77	0.93	0.83
	Homep2	The design of this e-store looks professional.	0.87
	Homep3	The homepage is of high-quality.	0.89
	Homep4	I like the appearance of the homepage of this e-store.	0.87
Product catalogue width	ProdC1	The e-store offers a wide line of products.	0.93	0.95	0.86	0.96	0.87
	ProdC2	The e-store offers a good selection of products.	0.94
	ProdC3	The e-store offers a complete range of products.	0.94
	ProdC4	In this e-store there is a great variety of products.	0.92
Order form ease of filling	OrdF1	Filling out the e-store purchase order form is simple.	0.93	0.95	0.86	0.96	0.82
	OrdF2	The e-store facilitates the process of filling out the purchase order.	0.92
	OrdF3	It is very easy to generate a purchase order in this e-store.	0.96
	OrdF4	I have no difficulty filling in the information required by the e-store.	0.89
Customer support efficiency	CustS1	Returns to the e-store are possible without problems.	0.88	0.94	0.84	0.95	0.84
	CustS2	When a problem arises, the e-store shows a sincere interest in solving it	0.94
	CustS3	Complaints are answered quickly by the e-store.	0.94
	CustS4	Customer support for this e-store is easily accessible.	0.91
Product brand perception	PBP1	This e-store offers high-quality branded products.	0.94	0.94	0.86	0.96	0.83
	PBP2	This e-store offers products from well-known brands.	0.94
	PBP3	This e-store offers products from leading brands.	0.94
	PBP4	This e-store offers reliable branded products.	0.92
E-store brand perception	BSP1	This e-store brand has a good reputation.	0.94	0.96	0.89	0.97	0.85
	BSP2	This e-store brand is recognised.	0.94
	BSP3	This e-store brand is reliable.	0.95
	BSP4	This e-store brand has good quality products.	0.92
Customer satisfaction	Satisf1	The service in the e-store is excellent.	0.92	0.95	0.87	0.97	0.87
	Satisf2	Buying from this e-store makes me happy.	0.91
	Satisf3	I am very satisfied with my shopping experience at this e-store.	0.96
	Satisf4	The e-store meets my expectations.	0.95
Trust on the e-store	Trust1	This e-store protects my credit card details.	0.92	0.93	0.84	0.95	0.80
	Trust2	I feel secure in the transactions I make in this e-store.	0.91
	Trust3	This e-store guarantees the confidentiality of customers’ information.	0.92
	Trust4	This e-store protects my privacy.	0.92
Behavioural intentions	BInt1	If I had to, I would buy again from this e-store.	0.95	0.97	0.89	0.98	0.90
	BInt2	I would use this e-store again to meet my needs.	0.95
	BInt3	I would recommend this e-store to friends and family.	0.943
	BInt4	For future purchases this e-store is recommendable.	0.94
	BInt5	I will buy again from this e-store.	0.95
Overprice disposition	PriceD1	I would still buy from this e-store even if it was a little more expensive.	0.91	0.87	0.73	0.91	0.75
	PriceD2	Even if the prices of this e-store went up, I would still buy here.	0.95
	PriceD3	I wouldn’t mind having to pay a little more at this e-store than I would pay at other.	0.91
	PriceD4	At the same price, I prefer to buy from this e-store than any other e-store.	0.58

Notes: C’s alpha (Cronbach’s alpha); AVE average variance extracted; CR composite reliability; KMO Kaiser-Meyer-Olkin test coefficient.

Table 2. ANOVA analyses to test whether mean of group 1 (confinement) is superior to group 0 (normal)

Hypothesised relationship and measurements		F	Welch	${\bar{X}}_1>{\bar{X}}_0$	Decision
H1	Confinement→home-page-attractiveness-1	1.67	1.43	No	Reject
	Confinement→home-page-attractiveness-2	1.34	1.27	Yes
	Confinement→home-page attractiveness-3	.16	.15	Yes
	Confinement→home-page attractiveness-4	7.94**	7.07**	No
H2	Confinement→product-catalogue-width-1	15.76**	15.01**	Yes	Accept
	Confinement→product-catalogue-width-2	12.65**	11.85**	Yes
	Confinement→product catalogue width-3	11.77**	11.60**	Yes
	Confinement→product catalogue width-4	15.63**	14.83**	Yes
H3	Confinement→order-form-ease-of-filling-1	13.77**	13.13**	Yes	Accept
	Confinement→order-form-ease-of-filling-2	13.79**	13.15**	Yes
	Confinement→order-form-ease-of-filling-3	23.80**	23.16**	Yes
	Confinement→order-form-ease-of-filling-4	35.28**	37.22**	Yes
H4	Confinement→customer-support-effectiveness-1	8.26**	7.50**	Yes	Reject
	Confinement→customer-support-effectiveness-2	.36	.32	Yes
	Confinement→customer-support-effectiveness-3	.05	.05	Yes
	Confinement→customer-support-effectiveness-4	.35	.30	No
H5	Confinement→product-brand-perception-1	.76	.68	No	Reject
	Confinement→product-brand-perception-2	.03	.03	No
	Confinement→product-brand-perception-3	.01	.01	No
	Confinement→product-brand-perception-4	1.23	1.13	Yes
H6	Confinement→e-store-brand-perception-1	5.98*	5.66*	Yes	Accept
	Confinement→e-store-brand-perception-2	5.06*	4.58*	Yes
	Confinement→e-store-brand-perception-3	8.86**	8.28**	Yes
	Confinement→e-store-brand-perception-4	2.08	1.88	Yes
H7	Confinement→satisfaction-1	2.46	2.09	Yes	Reject
	Confinement→satisfaction-2	.48	.42	Yes
	Confinement→satisfaction-3	.02	4.64	Yes
	Confinement→satisfaction-4	1.48	1.25	Yes
H8	Confinement→trust-1	8.13**	7.33**	Yes	Mild accept
	Confinement→trust-2	14.55**	14.30**	Yes
	Confinement→trust-3	2.58	2.33	Yes
	Confinement→trust-4	.30	.27	Yes
H9	Confinement→behavioural-intentions-1	5.66*	5.14*	Yes	Accept
	Confinement→behavioural-intentions-2	6.50*	5.77*	Yes
	Confinement→behavioural-intentions-3	6.08*	5.36*	Yes
	Confinement→behavioural-intentions-4	2.64	2.32	Yes
	Confinement→behavioural-intentions-5	11.99**	11.06**	Yes
H10	Confinement→overprice-1	4.73*	4.53*	Yes	Mild accept
	Confinement→overprice-2	6.15*	6.02*	Yes
	Confinement→overprice-3	.81	.78	Yes
	Confinement→overprice-4	1.09	1.01	No

*p-value ≤ 0.05

**p-value ≤ 0.01

${\bar{X}}_1$: group 1 (confinement crisis) mean

${\bar{X}}_0$: group 0 (normal condition) mean