IDEAS home Printed from https://ideas.repec.org/a/adi/ijbess/v6y2024i5p39-49.html

Factors influencing consumer satisfaction and behavioural loyalty in relation to online grocery shopping Apps

Author

Listed:
  • Nombulelo Dilotsotlhe

    (University of South Africa, UNISA, Department of Marketing and Retail Management, South Africa)

  • Vincent Makhubela

    (University of South Africa, UNISA, Department of Marketing and Retail Management, South Africa)

Abstract

This article explores the factors that have an impact on consumers' satisfaction and behavioural loyalty in relation to ordering and delivery applications, focusing on the emerging trend of online grocery shopping. Considering the digital revolution in retail, it is critical to comprehend consumer behaviour in this space. This study offers insights from a sample of 445 respondents in South Africa. A quantitative descriptive research methodology and a non-probability convenience sampling method were employed for the study. Structural equation modelling was utilised to validate the research measurement model and to test the study’s hypotheses. The results highlight the critical roles of design aesthetics, usefulness and confirmation and show robust positive correlations that support the linkages that the study's model postulates. Notably, design aesthetics, satisfaction and usefulness are all positively influenced by confirmation, and these factors, in turn, improve consumer satisfaction and behavioural loyalty. This study stands out because it provides a fresh viewpoint on the factors that influence customer satisfaction and behavioural loyalty, particularly when it comes to grocery shopping Apps. The distinctiveness of this study resides in its thorough analysis of important concepts and how they interact with one another, all against the backdrop of an African consumer base. The results obtained have numerous applications in the real world. Prioritising the factors that influence customer satisfaction and behavioural loyalty will help marketers and companies to improve app design and marketing tactics, which will increase user satisfaction and behavioural loyalty. Such a strategy could help close the gap between the rather different literatures on consumer behaviour and digital retailing, while also increasing sales through grocery shopping applications. Through this approach, stakeholders can obtain practical insights aimed at augmenting user engagement and loyalty within the fiercely competitive online grocery sector. All things considered, this study not only clarifies the essential elements that influence consumer satisfaction and behavioural loyalty in the online grocery industry but also lays out a roadmap for future research in this quickly developing field.

Suggested Citation

  • Nombulelo Dilotsotlhe & Vincent Makhubela, 2024. "Factors influencing consumer satisfaction and behavioural loyalty in relation to online grocery shopping Apps," International Journal of Business Ecosystem & Strategy (2687-2293), Bussecon International Academy, vol. 6(5), pages 39-49, October.
    • Handle: RePEc:adi:ijbess:v:6:y:2024:i:5:p:39-49
    DOI: 10.36096/ijbes.v6i5.673
    as

    Download full text from publisher

    File URL: https://www.bussecon.com/ojs/index.php/ijbes/article/view/673/342
    Download Restriction: no
    File URL: https://doi.org/10.36096/ijbes.v6i5.673
    Download Restriction: no
    File URL: https://libkey.io/10.36096/ijbes.v6i5.673?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Jörg Henseler, 2018. "Partial least squares path modeling: Quo vadis?," Quality & Quantity: International Journal of Methodology, Springer, vol. 52(1), pages 1-8, January.
    2. Fred D. Davis & Richard P. Bagozzi & Paul R. Warshaw, 1989. "User Acceptance of Computer Technology: A Comparison of Two Theoretical Models," Management Science, INFORMS, vol. 35(8), pages 982-1003, August.
    3. Florian Schuberth & Jörg Henseler & Theo K. Dijkstra, 2018. "Partial least squares path modeling using ordinal categorical indicators," Quality & Quantity: International Journal of Methodology, Springer, vol. 52(1), pages 9-35, January.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Roemer, Ellen & Henseler, Jörg, 2022. "The dynamics of electric vehicle acceptance in corporate fleets: Evidence from Germany," Technology in Society, Elsevier, vol. 68(C).
    2. Liébana-Cabanillas, Francisco & Abbasi, Ghazanfar Ali & Higueras-Castillo, Elena & Wagner, Ralf, 2025. "Press to pay: The power of biometrics in financial transactions investigated by PLS-SEM, fsQCA, and NCA," Technological Forecasting and Social Change, Elsevier, vol. 221(C).
    3. Esthela Galván Vela & Yesenia Sánchez Tovar & Mónica Lorena Sánchez Limón & Rafael Ravina-Ripoll, 2022. "Intrapreneurship model in the software industry," Quality & Quantity: International Journal of Methodology, Springer, vol. 56(5), pages 3699-3727, October.
    4. Florian Schuberth, 2021. "Confirmatory composite analysis using partial least squares: setting the record straight," Review of Managerial Science, Springer, vol. 15(5), pages 1311-1345, July.
    5. Rodríguez, Pablo Gutiérrez & Villarreal, Ricardo & Valiño, Pedro Cuesta & Blozis, Shelley, 2020. "A PLS-SEM approach to understanding E-SQ, E-Satisfaction and E-Loyalty for fashion E-Retailers in Spain," Journal of Retailing and Consumer Services, Elsevier, vol. 57(C).
    6. Mensah Marfo & Abiel Ashitey ARMAH & Eleazer Fianko Ofei & Isaac Sewornu Coffie & Linda Adadevoh & Sanjeet Kumar Pattnaik & Carl Asante Reindoph & Edward Annan, 2024. "Competitive advantage and sustainability in Ghanaian microfinance institutions: the mediating role of strategic capabilities," Future Business Journal, Springer, vol. 10(1), pages 1-18, December.
    7. Cegarra-Navarro, Juan-Gabriel & Wensley, Anthony & Batistic, Sasa & Evans, Max & Para, Clara Cubillas, 2021. "Minimizing the effects of defensive routines on knowledge hiding though unlearning," Journal of Business Research, Elsevier, vol. 137(C), pages 58-68.
    8. Algarni, Mohammad A. & Ali, Murad & Leal-Rodríguez, Antonio L. & Albort-Morant, Gema, 2023. "The differential effects of potential and realized absorptive capacity on imitation and innovation strategies, and its impact on sustained competitive advantage," Journal of Business Research, Elsevier, vol. 158(C).
    9. Sebastian Odunga & Viktória Szente & Kinga Szabó, 2024. "Community Support and Socioeconomic Impacts of Cultural Tourism Development in Western Kenya," Tourism and Hospitality, MDPI, vol. 5(4), pages 1-15, December.
    10. Han Bao & Tangwei Teng & Xianzhong Cao & Shengpeng Wang & Senlin Hu, 2022. "The Threshold Effect of Knowledge Diversity on Urban Green Innovation Efficiency Using the Yangtze River Delta Region as an Example," IJERPH, MDPI, vol. 19(17), pages 1-18, August.
    11. Dolores Gallardo-Vázquez, 2023. "Attributes influencing responsible tourism consumer choices: Sustainable local food and drink, health-related services, and entertainment," Oeconomia Copernicana, Institute of Economic Research, vol. 14(2), pages 645-686, June.
    12. Aslı Ersoy & Zahid Mahmood & Shahbaz Sharif & Nazlı Ersoy & Rüya Ehtiyar, 2023. "Exploring the Associations between Social Support, Perceived Uncertainty, Job Stress, and Emotional Exhaustion during the COVID-19 Crisis," Sustainability, MDPI, vol. 15(3), pages 1-18, January.
    13. Eloy Gil-Cordero & Juan Pedro Cabrera-Sánchez & Ignacio Cepeda-Carrión & Jaime Ortega-Gutierrez, 2021. "Measuring Behavioural Intention through the Use of Greenwashing: A Study of the Mediating Effects and Variables Involved," Sustainability, MDPI, vol. 13(12), pages 1-12, June.
    14. Eduardo Dias Coutinho & Paulo Roberto Costa Vieira, 2018. "Antecedents of oncological patient satisfaction: a study conducted at the Brazilian National Cancer Institute," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 15(3), pages 413-429, September.
    15. Salvador Moral-Cuadra & Raquel Acero de la Cruz & Ramón Rueda López & Enrique Salinas Cuadrado, 2020. "Relationship between Consumer Motivation and the Gastronomic Experience of Olive Oil Tourism in Spain," Sustainability, MDPI, vol. 12(10), pages 1-15, May.
    16. Pejman Ebrahimi & Datis Khajeheian & Maria Fekete-Farkas, 2021. "A SEM-NCA Approach towards Social Networks Marketing: Evaluating Consumers’ Sustainable Purchase Behavior with the Moderating Role of Eco-Friendly Attitude," IJERPH, MDPI, vol. 18(24), pages 1-21, December.
    17. Buvár Ágnes & Gáti Mirkó, 2023. "Digital marketing adoption of microenterprises in a technology acceptance approach," Management & Marketing, Sciendo, vol. 18(2), pages 127-144, June.
    18. Minerva Martínez Avila & Juan José García-Machado & Eréndira Fierro Moreno, 2021. "A Multiple Full Mediating Effect in a PLS Hierarchical Component Model: Application to the Collaborative Public Management," Mathematics, MDPI, vol. 9(16), pages 1-19, August.
    19. Dolores Gallardo-Vázquez & Teresa C. Herrador-Alcaide & Juan Cruz Sánchez-Domínguez, 2024. "Developing a measurement scale of corporate socially responsible entrepreneurship in sustainable management," Review of Managerial Science, Springer, vol. 18(5), pages 1377-1426, May.
    20. González-Martinez, Paulina & García-Pérez-De-Lema, Domingo & Castillo-Vergara, Mauricio & Hansen, Peter Bent, 2023. "Determinants and performance of the quadruple helix model and the mediating role of civil society," Technology in Society, Elsevier, vol. 75(C).

    More about this item

    Keywords

    ;
    ;
    ;
    ;
    ;

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:adi:ijbess:v:6:y:2024:i:5:p:39-49. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Umit Hacioglu (email available below). General contact details of provider: https://edirc.repec.org/data/ibihutr.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.