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Relational Benefits as Predictors of Relationship Quality Outcomes in Online Retailing

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Listed:
  • Daniel K. Maduku

    (University of Johannesburg, South Africa)

  • Ryan L. Mathaba

    (University of Johannesburg, South Africa)

Abstract

The present study examines the extent to which structural assurance mechanisms and economic benefits of online shopping are used by online shoppers as cues to infer the relational benefits of confidence and special treatment, respectively. The study further posits that these relational benefits foster relationship quality outcomes for online retailers. The study's findings—based on survey data obtained from 580 online shoppers—suggest that the online retailing structural assurance mechanisms and the selected economic benefits online shopping positively predict online shoppers' special treatment benefits and confidence benefits. The results also show that special treatment benefits and confidence benefits positively predict relationship quality outcomes. The findings also show how the relational benefits serve as mediating mechanisms through which the online retailing structural assurance features and customisation and functional convenience affect the relationship quality outcomes.

Suggested Citation

  • Daniel K. Maduku & Ryan L. Mathaba, 2022. "Relational Benefits as Predictors of Relationship Quality Outcomes in Online Retailing," Journal of Electronic Commerce in Organizations (JECO), IGI Global, vol. 20(1), pages 1-34, January.
    • Handle: RePEc:igg:jeco00:v:20:y:2022:i:1:p:1-34
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    References listed on IDEAS

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    1. Duarte, Paulo & Costa e Silva, Susana & Ferreira, Margarida Bernardo, 2018. "How convenient is it? Delivering online shopping convenience to enhance customer satisfaction and encourage e-WOM," Journal of Retailing and Consumer Services, Elsevier, vol. 44(C), pages 161-169.
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