Impact of user perceived web quality of service and non quality of service factors on adoption of e-services in Kenya: case study b2c ecommerce
Abstract
The growth and advancement of information communication technologies (LC'Ts) have
significantly revolutionized the way companies do their businesses currently. More businesses
are adopting use of web sites to gain competitive advantage in marketing their services. At the
same time, e-service quality is becoming even more critical for companies to retain and attract
customers in the digital age. Since any internet communication channel should integrate service
quality, which holds a significant importance to e-service adoption, the purpose of this research
was to investigate the extent to which web quality of service influence the adoption of e-commerce
among the Kenyan online consumers. Through this, the research attempted to
establish the key quality factors in web context that influence user adoption of business to
consumer e-commerce. The research further investigated the non quality of service factors that
potentially influence the adoption of Electronic Commerce apart from the e-service quality factors.
Through this, the primary drivers and inhibitors to E-commerce adoption in Kenya were
identified.
The findings revealed that, in context of e-service quality, factor that are related to perceived risk
namely privacy, security and e-trust were identified as the key quality factors that affect e-commerce
adoption in Kenya. In case of non quality of service factors, perceived risk, legal&
legislation environment were found to be key factors to adoption of e-commerce by Kenyan
internet users. Other non quality of service factors found to play key role were perceived
compatibility and perceived usefulness
Citation
Master of Science in Information SystemsSponsorhip
University of NairobiPublisher
University of Nairobi School of Computing and Informatics
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