Measuring E-Commerce Service Quality for the Adoption of Online Shopping during COVID-19: Applying Unified Theory and Use of Technology Model (UTAUT) Model Approach

Abstract

With the increasing cases of COVID-19 and unexpected lockdowns, technology acceptance, especially internet-based online shopping becomes an important issue in today's business world. Since Information technology is pervasive and has enormous potential, therefore this study identifies antecedents of online shopping adoption by utilizing Unified theory and use of technology model and electronic service quality to observe the influence of these two variables on buyers' intention to adopt internet shopping. The data was collected from the customers using products of the Fast-moving Consumer goods (FMCG) industry. The data collection period was one month beginning in April 2021.  The data was analysed using mainly two approaches confirmatory factor analysis and structural equation modelling using Lisrel 8.80. The findings of this study revealed that the integrated UTAUT model is highly significant and influences the buyer's intention to adopt internet shopping for their daily needs.

Keywords

• e-service quality
• e-commerce research
• lisrel 8.80
• technology acceptance model (tam)
• utaut model