South African Computer Journal (Jul 2015)

The factors that influence customer e-services adoption

  • Kamisha Persad,
  • Keshnee Padayachee

Journal volume & issue
Vol. 0, no. 56


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The aim of this paper is to provide an overview of the investigation into customer e-service adoption. The investigation includes a qualitative survey and observation of participants using e-services. E-services are used to attract customers and persuade them to transact online and the customer’s perception of an e-service contributes greatly to e-service adoption or rejection. This paper describes the factors that influence customer perception towards e-services. Relationships between the identified factors were also considered in order to build a conceptual framework. Grounded theory was used for its flexibility, repetitive comparisons of data, and emergence of concepts and theories.