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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
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    References listed on IDEAS

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    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.
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