The factors that influence customer e-services adoption

Authors

  • Kamisha Persad
  • Keshnee Padayachee

DOI:

https://doi.org/10.18489/sacj.v56i1.209

Keywords:

Customer e-services adoption, enabler, inhibitor, customer satisfaction

Abstract

The aim of this paper is to provide an overview of the investigation into customer e-service adoption. The investigation includes a qualitative survey and observation of participants using e-services. E-services are used to attract customers and persuade them to transact online and the customer’s perception of an e-service contributes greatly to e-service adoption or rejection. This paper describes the factors that influence customer perception towards e-services. Relationships between the identified factors were also considered in order to build a conceptual framework. Grounded theory was used for its flexibility, repetitive comparisons of data, and emergence of concepts and theories.

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Published

2015-07-11

Issue

Vol. 56 (2015)

Section

Research Papers (general)

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