What Factors Stimulate E-Service Quality in Emerging Markets: An Empirical Study of E-Service Users in Ghana
- Author Patrick Osei-Bonsu
- Co-Author Jiaming Fang
- DOI
- Country : China
- Subject : Management & Economics
Abstract
The changing environment in recent times has shifted business transaction from traditional face-face form of business transactions to more online version. The rapid growth and development of technology and Internet has been the backbone of the success of this industry. Therefore, the issues of evaluating the quality of services that is provided online has been of critical interest. The purpose of this study is to identify the factors that stimulate e-service quality in emerging markets. The study choice of Ghana is as a result of an increase in inflows of online service providers in recent times in this economy study was conducted in an emerging economy such as Ghana because most research is directed towards developed economies. Furthermore, the study adopted an empirical method to test the hypotheses proposed in order to test the influence the independent variable had on the dependent variable. The statistical findings supported the stated hypothesis, despite this fact customers’ trust and confidence had a much lower relationship with e-service quality and this due to a number of reasons elaborated in the study.
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