The impact of online shopping attributes on customer satisfaction and loyalty: Moderating effects of e-commerce experience

References

• Ahmad, A., Rahman, O., & Khan, M. N. (2017). Exploring the role of website quality and hedonism in the formation of e-satisfaction and e-loyalty: Evidence from internet users in India. Journal of Research in Interactive Marketing, 11(3), 246–33. https://doi.org/https://doi.org/10.1108/JRIM-04-2017-0022
   Google Scholar
• Alavi, S. A., Rezaei, S., Valaei, N., & Ismail, W. K. W. (2016). Examining shopping mall consumer decision-making styles, satisfaction and purchase intention. The International Review of Retail, Distribution and Consumer Research, 26(3), 272–303. https://doi.org/https://doi.org/10.1080/09593969.2015.1096808
   Google Scholar
• Al-dweeri, R. M., Moreno, A. R., Montes, F. J. R., Obeidat, Z. M., & Al-dwairi, K. M. (2019). The effect of e-service quality on Jordanian students’ e-loyalty: An empirical study in online retailing. Industrial Management & Data Systems, 119(4), 902–923. https://doi.org/https://doi.org/10.1108/IMDS-12-2017-0598
   Google Scholar
• Al-Tit, A. (2020). E-commerce drivers and barriers and their impact on e-customer loyalty in small and medium-sized enterprises (SMEs). Verslas: Teorija Ir praktika/Business: Theory and Practice, 21(1), 146–157. https://doi.org/https://doi.org/10.3846/btp.2020.11612
   Google Scholar
• Anderson, J. C., & Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin, 103(3), 411–423. https://doi.org/https://doi.org/10.1037/0033-2909
   Google Scholar
• Anderson, R. E., & Srinivasan, S. S. (2003). E-satisfaction and e-loyalty: A contingency framework. Psychology & Marketing, 20(2), 123–138. https://doi.org/https://doi.org/10.1002/mar.10063
   Google Scholar
• Anderson, R. E., & Srinivasan, S. S. (2011). Customer satisfaction and loyalty in e‑markets: A PLS path modeling approach. Journal of Marketing Theory and Practice, 19(2), 221–234. https://doi.org/https://doi.org/10.2753/MTP1069-6679190207
   Google Scholar
• Arora, N., & Aggarwal, A. (2018). The role of perceived benefits in formation of online shopping attitude among women shoppers in India. South Asian Journal of Business Studies, 7(1), 91–110. https://doi.org/https://doi.org/10.1108/SAJBS-04-2017-0048
   Google Scholar
• Bagozzi, R. P., & Yi, Y. (1988). On the evaluation of structural equation models. Journal of the Academy of Marketing Science, 16(1), 74–94. https://doi.org/https://doi.org/10.1007/BF02723327
   Google Scholar
• Barari, M., Ross, M., & Surachartkumtonkun, J. (2020). Negative and positive customer shopping experience in an online context. Journal of Retailing and Consumer Services, 53, 101985. https://doi.org/https://doi.org/10.1016/j.jretconser.2019.101985
   Google Scholar
• Bartlett, M. S. (1954). A note on the multiplying factors for various chi square approximations. Journal of the Royal Statistical Society, 16(Series B), 296–298. https://www.jstor.org/stable/2984057
   Google Scholar
• Belanger, F., Hiller, J. S., & Smith, W. J. (2002). Trustworthiness in electronic commerce: The role of privacy, security, and site attributes. Journal of Strategic Information Systems, 11(3–4), 245–270. PII: S0963-8687(02)00018-5. https://doi.org/https://doi.org/10.1016/S0963-8687(02)00018-5
   Google Scholar
• Bilgihan, A. (2016). Gen Y customer loyalty in online shopping: An integrated model of trust, user experience and branding. Computers in Human Behavior, 61, 103–113. https://doi.org/http://dx.doi.org/10.1016/j.chb.2016.03.014
   Google Scholar
• Broniarczyk, S. M., Hoyer, W. D., & McAlister, L. (1998). Consumers’ perceptions of the assortment offered in a grocery category: The impact of item reduction. Journal of Marketing Research, XXXV, 166–176. https://doi.org/https://doi.org/10.2307/3151845
   Google Scholar
• Brusch, I., Schwarz, B., & Schmitt, R. (2019). David versus Goliath – Service quality factors for niche providers in online retailing. Journal of Retailing and Consumer Services, 50, 266–276. https://doi.org/https://doi.org/10.1016/j.jretconser.2019.05.008
   Google Scholar
• Castaneda, J. A. (2011). Relationship between customer satisfaction and loyalty on the Internet. Journal of Business Psychology, 26(3), 371–383. https://doi.org/https://doi.org/10.1007/s10869-010-9196-z
   Google Scholar
• Chandrashekaran, M., Rotte, K., Tax, S., & Grewal, R. (2007). Satisfaction strength and customer loyalty. Journal of Marketing Research, XLIV (1), 153–163. ISSN: 0022-2437. https://doi.org/https://doi.org/10.1509/jmkr.44.1.153
   Google Scholar
• Chang, C. (2011). The effect of the number of product subcategories on perceived variety and shopping experience in an online store. Journal of Interactive Marketing, 25(3), 159–168. https://doi.org/https://doi.org/10.1016/j.intmar.2011.04.001
   Google Scholar
• Chang, H. H., & Chen, S. W. (2009). Consumer perception of interface quality, security, and loyalty in electronic commerce. Information & Management, 46(7), 411–417. https://doi.org/https://doi.org/10.1016/j.im.2009.08.002
   Google Scholar
• Chaudhuri, A., & Holbrook, M. B. (2001). The chain of effects from brand trust and brand affect to brand performance: The role of brand loyalty. Journal of Marketing, 65(2), 81–93. https://doi.org/https://doi.org/10.1509/jmkg.65.2.81.18255
   Google Scholar
• Chen, J. V., Rungruengsamrit, D., Rajkumar, T. M., & Yen, D. C. (2013). Success of electronic commerce web sites: A comparative study in two countries. Information & Management, 50(6), 344–355. https://doi.org/http://dx.doi.org/10.1016/j.im.2013.02.007
   Google Scholar
• Chen, Z., Ling, K. C., Ying, C. X., & Meng, T. C. (2012). Antecedents of online customer satisfaction in China. International Business Management, 6 (2), 168–175. ISSN: 1993-5250. https://doi.org/https://doi.org/10.3923/ibm.2012.168.175
   Google Scholar
• Chintagunta, P. K., Chu, J., & Cebollada, J. (2012). Quantifying transaction costs in online/off-line grocery channel choice. Marketing Science, 31(1), 96–114. https://doi.org/http://dx.doi.org/10.1287/mksc.1110.0678
   Google Scholar
• Chiu, W., & Cho, H. (2019). E-commerce brand: The effect of perceived brand leadership on consumers’ satisfaction and repurchase intention on e-commerce websites. Asia Pacific Journal of Marketing and Logistics, 33(6), 1339-1362. https://doi.org/https://doi.org/10.1108/APJML-10-2018-0403
   Google Scholar
• Chou, S., Chen, C., & Lin, J. (2015). Female online shoppers: Examining the mediating roles of e-satisfaction and e-trust on e-loyalty development. Internet Research, 25(4), 542–561. https://doi.org/https://doi.org/10.1108/IntR-01-2014-0006
   Google Scholar
• Creecy, B. (2016). Socio-economic review and outlook 2016. Gauteng Provincial Government. Provincial Treasury, Republic of South Africa. Gauteng Provincial Government, Marshalltown. PR12/2016. p. 1–66.
   Google Scholar
• Cronbach, L. J. (1951). Coefficient alpha and the internal structure of tests. Psychometrika, 16(3), 297–335. https://doi.org/https://doi.org/10.1007/BF02310555
   Google Scholar
• Cyr, D. (2008). Modeling website design across cultures: Relationships to trust, satisfaction, and e-loyalty. Journal of Management Information Systems, 24(4), 47–72. https://doi.org/https://doi.org/10.2753/MIS0742-1222240402
   Google Scholar
• Darley, W. K., Blankson, C., & Luethge, D. J. (2010). Toward an integrated framework for online consumer behavior and decision making process: A review. Psychology & Marketing, 27(2), 94–116. https://doi.org/https://doi.org/10.1002/mar.20322
   Google Scholar
• DeLone, W. H., & McLean, E. R. (2003). The DeLone and McLean model of information systems success: A ten-year update. Journal of Management Information Systems, 19 (4), 9–30. ISSN: 0742–1222 DOI:https://doi.org/10.1080/07421222.2003.11045748
   Google Scholar
• Dennis, A., & Piatti, D. (2015). African powers of retailing: New horizons for growth. Deloitte & Touche. Creative Services at Deloitte.
   Google Scholar
• eMarketer. (2018). Retail e-commerce sales worldwide from 2014 to 2021. Retrieved June 6, 2019, from https://www.statista.com/statistics/379046/worldwide-retail-e-commerce-sales/:StatistaB2C-E-Commerce
   Google Scholar
• Faraoni, M., Rialti, R., Zollo, L., & Pellicelli, A. C. (2018). Exploring e-loyalty antecedents in B2C e-commerce: Empirical results from Italian grocery retailers. British Food Journal, 121(2), 574-589. https://doi.org/https://doi.org/10.1108/BFJ-04-2018-0216
   Google Scholar
• Fornell, C. (1992). A national customer satisfaction barometer: The Swedish experience. Journal of Marketing, 56(1), 6–21. https://doi.org/https://doi.org/10.1177/002224299205600103
   Google Scholar
• Fornell, C. G., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39–50. https://doi.org/https://doi.org/10.1177/002224378101800104
   Google Scholar
• Fortes, N., & Rita, P. (2016). Privacy concerns and online purchasing behaviour: Towards an integrated model. European Research on Management and Business Economics, 22(3), 167–176. https://doi.org/http://dx.doi.org/10.1016/j.iedeen.2016.04.002
   Google Scholar
• Garbarino, E., & Johnson, M. S. (1999). The different roles of satisfaction, trust, and commitment in customer relationships. Journal of Marketing, 63(2), 70–87. https://doi.org/https://doi.org/10.1177/002224299906300205
   Google Scholar
• Garcia, J. M., Freire, O. B. D., Santos, E. B. A., & Andrade, J. (2020). Factors affecting satisfaction and loyalty to online group buying. Revista de Gestao, 27(3), 211–228. https://doi.org/https://doi.org/10.1108/REGE-02-2018-0037
   Google Scholar
• Gillwald, A., Mothobi, O., & Rademan, B. (2018). The state of ICT in South Africa. Policy Paper no. 5, Series 5: After Access State of ICT in South Africa. Retrieved December 3, 2019, from https://researchictafrica.net/after-access-south-africa-state-of-ict-2017-south-africa-report_04/
   Google Scholar
• Gogus, A., & Saygın, Y. (2019). Privacy perception and information technology utilization of high school students. Heliyon, 5(5), e01614. https://doi.org/https://doi.org/10.1016/j.heliyon.2019.e01614
   Google Scholar
• Gupta, V., Gupta, L., & Dhir, S. (2020). Customer competency for improving firm decision-making performance in e-commerce. Foresight, 22(2), 205–222. https://doi.org/https://doi.org/10.1108/FS-06-2019-0053
   Google Scholar
• Guterres, A. (2019). Digital economy report 2019. Value creation and capture implications for developing countries. United Nations Organization. ISBN 978-92-1-112955-7
   Google Scholar
• Hair, J. F., Risher, J. F., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. European Business Review, 311, 2–24. https://doi.org/https://doi.org/10.1108/EBR-11-2018-0203
   Google Scholar
• Hair, J. F., Jr, Sarstedt, M., Hopkins, L., & Kuppelwieser, V. G. (2014). Partial least squares structural equation modeling (PLS-SEM): An emerging tool in business research. European Business Review, 26(2), 106–121. https://doi.org/https://doi.org/10.1108/EBR-10-2013-0128
   Google Scholar
• Hair, J. F., Sarstedt, M., Ringle, C. M., & Mena, J. A. (2012). An assessment of the use of partial least squares structural equation modeling in marketing research. Journal of the Academy of Marketing Science, 40(3), 414–433. https://doi.org/https://doi.org/10.1007/s11747-011-0261-6
   Google Scholar
• Haridasan, A. C., & Fernando, A. G. (2018). Online or in-store: Unravelling consumer’s channel choice motives. Journal of Research in Interactive Marketing, 12(2), 215–230. https://doi.org/https://doi.org/10.1108/JRIM-07-2017-0060
   Google Scholar
• Hayes, A. F. (2013). Introduction to mediation, moderation, and conditional process analysis: A regression-based approach. ISBN 978-1-60918-230-4. http://www.afhayes.com/
   Google Scholar
• Hult, G. T. M., Sharma, P. N., Morgeson, F. V., III, & Zhang, Y. (2019). Antecedents and consequences of customer satisfaction: Do they differ across online and offline purchases? Journal of Retailing, 95(1), 10–23. https://doi.org/https://doi.org/10.1016/j.jretai.2018.10.003
   Google Scholar
• Hwang, Y., & Kim, D. J. (2007). Customer self-service systems: The effects of perceived web quality with service contents on enjoyment, anxiety, and e-trust. Decision Support Systems, 43(3), 746–760. https://doi.org/https://doi.org/10.1016/j.dss.2006.12.008
   Google Scholar
• Israel, G. D. (1992). Determining sample size. Fact Sheet PEOD-6. November, 1992. http://www.gjimt.ac.in
   Google Scholar
• Jöreskog, K. G., Sorbon, D., du Toit, S., & du Toit, M. (1999). LISREL 8: New statistical features. Scientific Software International.
   Google Scholar
• Kahn, B. E., & Wansink, B. (2004). The influence of assortment structure on perceived variety and consumption quantities. Journal of Consumer Research, 30 (4), 519–533. ISSN: 0093-5301. https://doi.org/https://doi.org/10.1086/380286
   Google Scholar
• Kaiser, H. F. (1970). A second generation Little Jiffy. Psychometrika, 35(4), 401–415. https://doi.org/https://doi.org/10.1007/BF02291817
   Google Scholar
• Kaiser, H. F. (1974). An index of factorial simplicity. Psychometrika, 39(1), 31–36. https://doi.org/https://doi.org/10.1007/BF02291575
   Google Scholar
• Kassim, N. M., & Abdullah, N. A. (2008). Customer loyalty in e-commerce settings: An empirical study. Electronic Markets, 18(3), 275–290. https://doi.org/https://doi.org/10.1080/10196780802265843
   Google Scholar
• Khan, M. A., Zubair, S. S., & Malik, M. (2019). An assessment of e-service quality, e-satisfaction and e-loyalty: Case of online shopping in Pakistan. South Asian Journal of Business Studies, 8(3), 283–302. https://doi.org/https://doi.org/10.1108/SAJBS-01-2019-0016
   Google Scholar
• Kim, C., Zhao, W., & Yang, K. H. (2008). An empirical study on the integrated framework of e-CRM in online shopping: Evaluating the relationships among perceived value, satisfaction, and trust based on customers’ perspectives. Journal of Electronic Commerce in Organizations, 6(3), 1–19. https://doi.org/https://doi.org/10.4018/jeco.2008070101
   Google Scholar
• Kim, D. J., Ferrin, D. L., & Rao, H. R. (2009). Trust and satisfaction, two stepping stones for successful e-commerce relationships: A longitudinal exploration. Information Systems Research, 20(2), 237–257. https://doi.org/https://doi.org/10.1287/isre.1080.0188
   Google Scholar
• Kim, M., Chung, N., & Lee, C. (2011). The effect of perceived trust on electronic commerce: Shopping online for tourism products and services in South Korea. Tourism Management, 32(2), 256–265. https://doi.org/https://doi.org/10.1016/j.tourman.2010.01.011
   Google Scholar
• Kotler, P. P. (2000). Marketing management International Edition. Prentice-Hall.
   Google Scholar
• Ladeira, W. J., Nique, W. M., Pinto, D. C., & Borges, A. (2016). Running for pleasure or performance? How store attributes and hedonic product value influence consumer satisfaction. The International Review of Retail, Distribution and Consumer Research, 26(5), 1–19. https://doi.org/https://doi.org/10.1080/09593969.2016.1182934
   Google Scholar
• Lancaster, K. (1990). The economics of product variety: A survey. Marketing Science, 9 (3), 189–206. ISSN: 0732-2399. https://doi.org/https://doi.org/10.1287/mksc.9.3.189
   Google Scholar
• Li, H., Aham-Anyanwu, N., Tevrizci, C., & Luo, X. (2015). The interplay between value and service quality experience: E-loyalty development process through the ETailQ scale and value perception. Electronic Commerce Research, 15(4), 585–615. https://doi.org/https://doi.org/10.1007/s10660-015-9202-7
   Google Scholar
• Lin, C., Wu, H., & Chang, Y. (2011). The critical factors impact on online customer satisfaction. Procedia Computer Science, 3, 276–281. https://doi.org/https://doi.org/10.1016/j.procs.2010.12.047
   Google Scholar
• Liu, H., He, M., Gao, F., & Xie, P. (2008). An empirical study of online shopping customer satisfaction in China: A holistic perspective. International Journal of Retail & Distribution Management, 36(11), 919–940. https://doi.org/https://doi.org/10.1108/09590550810911683
   Google Scholar
• Luo, J., Ba, S., & Zhang, H. (2012). The effectiveness of online shopping characteristics and well-designed websites on satisfaction. MIS Quarterly, 36(4), 1131–1144. https://doi.org/https://doi.org/10.2307/41703501
   Google Scholar
• Maditinos, D. I., & Theodoridis, K. (2010). Satisfaction determinants in the Greek online shopping context. Information Technology & People, 23(4), 312–329. https://doi.org/https://doi.org/10.1108/09593841011087789
   Google Scholar
• Malhotra, N. K. (2007). Marketing research: An applied orientation (5th ed.). Pearson Prentice Hall.
   Google Scholar
• Malhotra, N. K., Kim, S. S., & Agarwal, J. (2004). Internet users’ information privacy concerns (IUIPC): The construct, the scale, and a causal model. Information Systems Research, 15(4), 336–355. https://doi.org/https://doi.org/10.1287/isre.1040.0032
   Google Scholar
• Massad, N., Heckman, R., & Crowston, K. (2006). Customer satisfaction with electronic service encounters. International Journal of Electronic Commerce, 10(4), 73–104. https://doi.org/https://doi.org/10.2753/JEC1086-4415100403
   Google Scholar
• Menidjel, C., Bilgihan, A., & Benhabib, A. (2020). Exploring the impact of personality traits on perceived relationship investment, relationship quality, and loyalty in the retail industry. The International Review of Retail, Distribution and Consumer Research, 31(1), 1–24. https://doi.org/https://doi.org/10.1080/09593969.2020.1781228
   Google Scholar
• Mortimer, G., e Hasan, S. F., Andrews, L., & Martin, J. (2016). Online grocery shopping: The impact of shopping frequency on perceived risk. The International Review of Retail, Distribution and Consumer Research, 26(2), 202–223. https://doi.org/https://doi.org/10.1080/09593969.2015.1130737
   Google Scholar
• Mushongera, D., Zikhali, P., & Ngwenya, P. (2017). A multidimensional poverty index for Gauteng Province, South Africa: Evidence from quality of life survey data. Social Indicators Research, 130(1), 277–303. https://doi.org/https://doi.org/10.1007/s11205-015-1176-2
   Google Scholar
• Oliver, R. L. (1999). Whence consumer loyalty? Journal of Marketing, 63, 33–44. https://doi.org/https://doi.org/10.1177/00222429990634s105
   Google Scholar
• Page-Thomas, K., Moss, G., Chelly, D., & Yabin, S. (2006). The provision of delivery information online: A missed opportunity. International Journal of Retail & Distribution Management, 34(4/5), 258–277. https://doi.org/https://doi.org/10.1108/09590550610660224
   Google Scholar
• Pallant, J. (2010). SPSS survival manual. A step by step guide to data analysis using SPSS (4th ed.). McGraw-Hill/Open University Press. ISBN-13: 978-0-33-524239-9.
   Google Scholar
• Pandey, N., Tripathi, A., Jain, D., & Roy, S. (2019). Does price tolerance depend upon the type of product in e-retailing? Role of customer satisfaction, trust, loyalty, and perceived value. Journal of Strategic Marketing, 28(6), 1–20. https://doi.org/https://doi.org/10.1080/0965254X.2019.1569109
   Google Scholar
• Pandey, S., & Chawla, D. (2018). Online customer experience (OCE) in clothing e-retail. Exploring OCE dimensions and their impact on satisfaction and loyalty – Does gender matter? International Journal of Retail & Distribution Management, 46(3), 323–346. https://doi.org/https://doi.org/10.1108/IJRDM-01-2017-0005
   Google Scholar
• Pappas, I. O., Pateli, A. G., Giannakos, M. N. and Chrissikopoulos, V. (2012), Moderating effects of online shopping experience on customer satisfaction and repurchase intentions. International Journal of Retail & Distribution Management, 42(3), 187–204. doi:https://doi.org/10.1108/IJRDM-03-2012-0034
   Google Scholar
• Pappas, I. O., Pateli, A. G., Giannakos, M. N., & Chrissikopoulos, V. (2014). Moderating effects of online shopping experience on customer satisfaction and repurchase intentions. International Journal of Retail & Distribution Management, 42(3), 187–204. https://doi.org/https://doi.org/10.1108/IJRDM-03-2012-0034
   Google Scholar
• Park, C., & Kim, Y. (2003). Identifying key factors affecting consumer purchase behavior in an online shopping context. International Journal of Retail & Distribution Management, 31(1), 16–29. https://doi.org/https://doi.org/10.1108/09590550310457818
   Google Scholar
• Park, H. H., Jeon, J. O., & Sullivan, P. (2015). How does visual merchandising in fashion retail stores affect consumers’ brand attitude and purchase intention? The International Review of Retail, Distribution and Consumer Research, 25(1), 87–104. https://doi.org/https://doi.org/10.1080/09593969.2014.918048
   Google Scholar
• Prashar, S., Vijay, T. S., & Parsad, C. (2017). Effects of online shopping values and website cues on purchase behaviour: A study using S–O–R framework. The Journal for Decision Makers, 42(1), 1–18. https://doi.org/https://doi.org/10.1177/0256090916686681
   Google Scholar
• Prinsloo, D. A. (2018). Online shopping: Steady increase but still far behind. South African Council of Shopping Centres.
   Google Scholar
• Raman, P. (2019). Understanding female consumers’ intention to shop online: The role of trust, convenience and customer service. Asia Pacific Journal of Marketing and Logistics, 31(4), 1138–1160. https://doi.org/https://doi.org/10.1108/APJML-10-2018-0396
   Google Scholar
• Ribadu, M. B., & Rahman, W. N. (2019). An integrated approach towards Sharia compliance e-commerce trust. Applied Computing and Informatics, 15(1), 1–6. https://doi.org/http://dx.doi.org/10.1016/j.aci.2017.09.002
   Google Scholar
• Ribbink, D., Van Riel, A. C. R., Liljander, V., & Streukens, S. (2004). Comfort your online customer: Quality, trust and loyalty on the Internet. Managing Service Quality, 14(6), 446–456. https://doi.org/https://doi.org/10.1108/09604520410569784
   Google Scholar
• Rita, P., Oliveira, T., & Farisa, A. (2019). the impact of e-service quality and customer satisfaction on customer behavior in online shopping. Heliyon, 5(10), e02690. https://doi.org/https://doi.org/10.1016/j.heliyon.2019.e02690
   Google Scholar
• Roca, J. C., García, J. J., & De La Vega, J. J. (2009). The importance of perceived trust, security and privacy in online trading systems. Information Management & Computer Security, 17(2), 96–113. https://doi.org/https://doi.org/10.1108/09685220910963983
   Google Scholar
• Rudansky-Kloppers, S. (2014). Investigating factors influencing customer online buying satisfaction in Gauteng, South Africa. International Business & Economics Research Journal, 13(5), 1187–1198. https://doi.org/https://doi.org/10.19030/iber.v13i5.8784
   Google Scholar
• Sabiote, C. M., Frías, D. M., & Castañeda, J. A. (2012). E-service quality as antecedent to e-satisfaction: The moderating effect of culture. Online Information Review, 36(2), 157–174. https://doi.org/https://doi.org/10.1108/14684521211229011
   Google Scholar
• Salo, J., & Karjaluoto, H. (2007). A conceptual model of trust in the online environment. Online Information Review, 31(5), 604–621. https://doi.org/https://doi.org/10.1108/14684520710832324
   Google Scholar
• Schaefer, S., & Bulbulia, A. (2021). Digital commerce acceleration: Increased online purchases present new opportunities for digital commerce players South African online consumer shopping insights, February 2021. Deloitte Touche Tohmatsu Limited.
   Google Scholar
• Schreiber, J. B., Stage, F. K., King, J., Nora, A., & Barlow, E. (2006). Reporting structural equation modeling and confirmatory factor analysis results: A review. The Journal of Educational Research, 99(6), 323–337. https://doi.org/https://doi.org/10.3200/JOER.99.6.323-338
   Google Scholar
• Sharma, H., & Aggarwal, A. G. (2019). Finding determinants of e-commerce success: A PLS-SEM approach. Journal of Advances in Management Research, 16(4), 453–471. https://doi.org/https://doi.org/10.1108/JAMR-08-2018-0074
   Google Scholar
• Shih, H. (2004). An empirical study on predicting user acceptance of e-shopping on the web. Information & Management, 41(3), 351–368. https://doi.org/https://doi.org/10.1016/S0378-7206(03)00079-X
   Google Scholar
• Slack, N. J., & Singh, G. (2019). The effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction: Supermarkets in Fiji. The TQM Journal, 32(3), 543–558. https://doi.org/https://doi.org/10.1108/TQM-07-2019-0187
   Google Scholar
• Statista. (2018). E-commerce worldwide – Statistics & facts. Retrieved January 11, 2019, from www.statista.com/topics/871/online-shopping/
   Google Scholar
• Statistics, South Africa. (2018). Mid-year population estimates, 2018. Statistical release. P0302. Embargoed until: 23 July 2018, 11:00. Pretoria, 0001, South Africa.Release date: 31 July 2019
   Google Scholar
• Szymanski, D. M., & Hise, R. T. (2000). E-satisfaction: An initial examination. Journal of Retailing, 76(3), 309–322. https://doi.org/https://doi.org/10.1016/S0022-4359(00)00035-X
   Google Scholar
• Tabachnick, B. G., & Fidell, L. S. (2007). Using multivariate statistics (5th ed.). Pearson Education.
   Google Scholar
• Torkzadeh, G., & Dhillon, G. (2002). Measuring factors that influence the success of Internet commerce. Information Systems Research, 13(2), 187–204. https://doi.org/https://doi.org/10.1287/isre.13.2.187.87
   Google Scholar
• Tzeng, S., Ertz, M., Jo, M. J., & Sarigollu, E. (2020). Factors affecting customer satisfaction on online shopping holiday. Marketing Intelligence & Planning, 39(4). https://doi.org/https://doi.org/10.1108/MIP-08-2020-0346
   Google Scholar
• Vakulenko, Y., Shams, P., Hellström, D., & Hjort, K. (2019). Online retail experience and customer satisfaction: The mediating role of last mile delivery. The International Review of Retail, Distribution and Consumer Research, 29(3), 306–320. https://doi.org/https://doi.org/10.1080/09593969.2019.1598466
   Google Scholar
• Vasic, N., Kilibarda, M., and Kaurin, T. (2018). The Influence of Online Shopping Determinants on Customer Satisfaction in the Serbian Market. Journal of Theoretical and Applied Electronic Commerce Research, 14(2), 70–89. doi:https://doi.org/10.4067/S0718-18762019000200107
   Google Scholar
• Vasic, N., Kilibarda, M., & Kaurin, T. (2019). The influence of online shopping determinants on customer satisfaction in the Serbian market. Journal of Theoretical and Applied Electronic Commerce Research, 14(2), 70–89. https://doi.org/https://doi.org/10.4067/S0718-18762019000200107
   Google Scholar
• Wang, M. C., Wang, E. S., Cheng, J. M., & Chen, A. F. (2009). Information quality, online community and trust: a study of antecedents to shoppers’ website loyalty. International Journal of Electronic Marketing and Retailing, 29(3), 203–219. doi:https://doi.org/10.1504/IJEMR.2009.021806
   Google Scholar
• Xiao, Z., Wang, J. J., & Liu, Q. (2018). The impacts of final delivery solutions on e-shopping usage behaviour. The case of Shenzhen, China. International Journal of Retail & Distribution Management, 46(1), 2–20. https://doi.org/https://doi.org/10.1108/IJRDM-03-2016-0036
   Google Scholar
• Yamane, T. (1967). Statistics: An introductory analysis (2nd ed.). Harper and Row.
   Google Scholar
• Yang, Z., Cai, S., Zhou, Z., & Zhou, N. (2005). Development and validation of an instrument to measure user perceived service quality of information presenting web portals. Information & Management, 42(4), 575–589. https://doi.org/https://doi.org/10.1016/j.im.2004.03.001
   Google Scholar
• Yen, C., & Lu, H. (2008). Effects of e-service quality on loyalty intention: An empirical study in online auction. Managing Service Quality, 18(2), 127–146. https://doi.org/https://doi.org/10.1108/09604520810859193
   Google Scholar