Document Type Master's Dissertation Author Comline, Gregory Ian ichelp@gibs.co.za URN etd-03102010-154135 Document Title An investigation into the effects that internet user experience, payment reliability and delivery reliability have on e-Commerce use in South Africa Degree MBA Department Gordon Institute of Business Science Supervisor
Advisor Name Title Dr P Tobin Committee Chair Keywords
- business enterprises
- electronic commerce
- computer networks
Date 2008-11-13 Availability unrestricted Abstract This research investigates the extent of retail e-commerce use in South Africa with respect to the reliability of payments and the delivery system. This is aligned to the consumer’s internet experience. The Technology Acceptance Model and e-Service Quality Model provide a framework for this research.
This investigation has focussed on the use of e-commerce through various distribution channels, such as services (e-Tickets or flights), delivered goods, downloaded media and auction sites. This quantitative research was conducted through a survey of internet users (within LSM 9 and 10) and the findings compared the respondents’ internet experience with their use of e-commerce.
It was found that e-commerce adoption is related to the years of internet use and degree of internet utilisation. Furthermore, the amount spent by consumers through the internet increases with more frequent e-commerce use.
The findings also reveal that a high proportion of respondents were tentative, to some degree, about online payments. In addition, the delivery of items through the postal services was considered to be unreliable, compared to courier services that were perceived to be reliable. These factors align with previous research and have an influence over the acceptance and growth of e-commerce in South Africa.
Copyright © 2008, University of Pretoria. All rights reserved. The copyright in this work vests in the University of Pretoria. No part of this work may be reproduced or transmitted in any form or by any means, without the prior written permission of the University of Pretoria
Please cite as follows:
Comline, GI 2008, An investigation into the effects that internet user experience, payment reliability and delivery reliability have on e-Commerce use in South Africa, MBA dissertation, University of Pretoria, Pretoria, viewed yymmdd < http://upetd.up.ac.za/thesis/available/etd-03102010-154135/ >
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