ABSTRACT

The study attempts to identify the influential antecedents of customer satisfaction and repatronage intentions in the context of e-grocery retailing through mobile applications. Literature survey based on qualitative thematic approach was adopted for the study. The reviewed articles were selected based on Critical Appraisal Skills Programme (CASP) framework. The model was subjected to reliability and validity determination through Confirmatory Factor Analysis (CFA). The hypotheses were tested through Structural Equation Modeling (SEM). SEM results revealed that out of the four proposed antecedents i.e. online tracking, design aesthetics, online rating & review, and perceived security risk, the initial three bear significant positive causal relationship with customer satisfaction. The existing study gives a perspective of e-grocery retailing based mobile applications in an emerging market, which is a departure from the past studies which are based on developed markets characterized by higher technology penetration and awareness amongst inhabiting populace.

摘要

该研究试图在通过移动应用程序进行电子杂货零售的背景下确定客户满意度和再赞助意图的影响前因。本研究采用基于定性主题方法的文献调查。审查的文章是根据关键评估技能计划 (CASP) 框架选择的。该模型通过验证性因素分析 (CFA) 进行可靠性和有效性确定。这些假设通过结构方程模型 (SEM) 进行了测试。SEM 结果显示，在在线跟踪、设计美学、在线评级和评论以及感知安全风险这四个提议的前因中，前三个与客户满意度具有显着的正因果关系。