Impact of E-Commerce Adoption on Customer Satisfaction in Distribution Companies in Kenya

Anne Mwangi and Rosslynne Anyango Ondondo

Journal of Business and Social Review in Emerging Economies, 2025, vol. 11, issue 4, 447-456

Abstract: Purpose: The postmodern era indicated significant shifts in product distribution where enhanced production necessitated for aggressive methods of delivering products to consumers. This era was characterized by a spike in technology during the digital age where platforms for communication through social media erupted. Despite increased investment in e-commerce by distribution companies in Kenya, empirical evidence on their impact on customer satisfaction continues to be explored.Design/Methodology/Approach: This paper examined the impact of e-commerce platforms on customer satisfaction among distribution companies in Kenya. The theories that anchored the study included theory of reasoned action and theory of planned behaviour. A survey research design was adopted where data was collected using structured questionnaires dispensed to employees of a distribution company in Nairobi. Descriptive statistics were used to allow summarizing, organizing, and interpreting data to gain insights and make informed decisions. Reliability was analyzed using Cronbach’s alpha with a significant score indicated. Variability in the variables was adequately explained by the use of R². Multiple regression analysis was used to test the study hypothesis.Findings: The findings revealed that e-commerce dimensions have a positive and statistically significant effect on customer satisfaction. The discussions detail the impact of e-commerce on efficiency as well as the impact of the data collected for the entities deploying e-commerce. Further the impact on reach is adequately detailed in the section.Implications/Originality/Value: The study concludes that effective implementation of e-commerce enhances customer satisfaction in distribution companies. The findings provide practical insights for managers and policymakers seeking to improve service delivery through digital distribution channels.&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&

Keywords: Distribution companies; E-commerce; Customer satisfaction (search for similar items in EconPapers)
Date: 2025
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Persistent link: https://EconPapers.repec.org/RePEc:src:jbsree:v:11:y:2025:i:4:p:447-456

DOI: 10.26710/jbsee.v11i4.3610

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