Effect of E-Business on Customer Relationship Management on Online Stores (A Study of Jumia Nigeria Plc)
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Date
2019
Journal Title
Journal ISSN
Volume Title
Publisher
Accounting, Banking and Finance, Business Administration and Economics Department of Adekunle Ajasin University, Akungba-Akoko, Ondo State, Nigeria.
Abstract
In today's world business environment e-business has become a critical business resource to almost every organization, despite customers baffle seriously with some challenges encountered in its operation. These challenges are not limited to difficulties in navigating all necessary checkout pages on an e-commerce website, insecurity and lack of privacy to customers information supplied online. It is in relation to the above that the current study decided to examine the effect of e-commerce website quality on customer satisfaction as well as determine the effect of e-business strategies on customers' patronage in online stores. Survey research design was adopted and administered 384 copies of questionnaire to the respondents. The result of the hypotheses tested through regression analysis revealed that there was a significant effect of e-commerce website quality on customer satisfaction. This was evidenced with R² value of 0.57 and P-value of O. 000. Also, that e-business strategy has a significant effect on Customer patronage. This was evidenced by R² value of 0. 665, with probability value of less than 0.05. The study therefore, concluded that customer satisfaction is influenced by e- commerce website quality, Also, customer patronage is highly influenced by e-business strategies in online stores. It is therefore recommended that online store owners and managers should make maximum usage of the e-business model as part of the emerging ICT revolution, which could serve as opportunity and sometimes threat to their businesses. Thus, all aspect of e-business operation should be closely monitored and continuously scanned to help the business stay relevant and meet the expectation of all stakeholders including their customers.
Description
Keywords
E-business, Customer relationship management, Customer satisfaction, Customer trust, Social media marketing
Citation
9. Omolabi, I., Suleiman, A.A & Amosa, J.R. (2019). Effect of E-Business on Customer Relationship Management on Online Stores: A Study of Jumia Nigeria Plc. Nigerian Studies in Economics and Management Sciences, 2(2); 1-14, Published by Accounting, Banking and Finance, Business Administration and Economics Department of Adekunle Ajasin University, Akungba-Akoko, Ondo State, Nigeria.