CONCEPTUAL FRAMEWORK FOR THE DETERMINANTS OF USER SATISFACTION AND ITS EFFECT ON ELECTRONIC WORD-OF-MOUTH ON ONLINE GROCERY

Abstract

The online platforms have provided enough access to the consumers to attain information about a product or services. The transmission of online information regarding experiences and opinions regards as electronic word-of-mouth (eWOM) have been evolving over the years. Understanding e-WOM is very important to many online grocers to reach nationwide audiences quickly and easily as most business activities now shifted to the digital realm. Nevertheless, the behaviour of consumers has been affected by different system platform and environmental factors such as system quality, service quality, social influence and facilitating conditions, resulting in user satisfaction and overall engagement on e-WOM. The objectives of this paper are to investigate the internal and external influence on user satisfaction and its overall impact on e-WOM on online grocery. The paper is to be conducted using quantitative method, which are the distribution of questionnaires survey. A conceptual framework is proposed for the investigation into the determinants of user satisfaction and its impact on e-WOM on online grocery. The findings of this paper will contribute better understandings on the current issues to grocery business owners and relevant academicians will be able to fully utilise them to enhance further studies on e-grocery sector as a whole.

Keywords: E-WOM, User Satisfaction, System Quality, Service Quality, Social Influence, Facilitating Conditions