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Service Quality Level and Customer Satisfaction and Loyalty in Green Crowdsourcing Delivery Services: Evidence from Addis Ababa, Ethiopia

In: Technology Management for Intelligent, Open and Responsible Organizations and Ecosystems

Author

Listed:
  • Mezgeb Manaye Gebru

    (University of South Africa)

  • Marcia Mkansi

    (University of South Africa)

  • Phumlani Masilela

    (University of South Africa)

  • Frank Ranganai Matenda

    (University of South Africa)

Abstract

This study aims to assess the service quality of green crowdsourcing e-grocery delivery services and its influence on customer satisfaction and loyalty in Addis Ababa, Ethiopia. A structured questionnaire was administered to a sample of 385 customers with prior experience in online grocery shopping. Descriptive statistics were used to analyse the data. The findings reveal that the service quality level of green crowdsourcing distribution for e-grocery markets is acceptable. Customers expressed overall satisfaction and a positive disposition toward these services. While several strengths were identified, offering opportunities for reinforcement, certain service areas require improvement. It is recommended that e-grocery retailers and green crowdsourcing delivery companies enhance their service quality and align their offerings with customer expectations to improve satisfaction, foster loyalty and strengthen their competitive advantage.

Suggested Citation

  • Mezgeb Manaye Gebru & Marcia Mkansi & Phumlani Masilela & Frank Ranganai Matenda, 2026. "Service Quality Level and Customer Satisfaction and Loyalty in Green Crowdsourcing Delivery Services: Evidence from Addis Ababa, Ethiopia," Springer Proceedings in Business and Economics, in: Fabiano Armellini & Syrine Njah & Elaine Mosconi & Breno Nunes (ed.), Technology Management for Intelligent, Open and Responsible Organizations and Ecosystems, pages 382-389, Springer.
    • Handle: RePEc:spr:prbchp:978-3-032-23282-3_46
    DOI: 10.1007/978-3-032-23282-3_46
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