Service Quality Level and Customer Satisfaction and Loyalty in Green Crowdsourcing Delivery Services: Evidence from Addis Ababa, Ethiopia

Mezgeb Manaye Gebru (), Marcia Mkansi (), Phumlani Masilela () and Frank Ranganai Matenda ()
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Mezgeb Manaye Gebru: University of South Africa
Marcia Mkansi: University of South Africa
Phumlani Masilela: University of South Africa
Frank Ranganai Matenda: University of South Africa

A chapter in Technology Management for Intelligent, Open and Responsible Organizations and Ecosystems, 2026, pp 382-389 from Springer

Abstract: Abstract This study aims to assess the service quality of green crowdsourcing e-grocery delivery services and its influence on customer satisfaction and loyalty in Addis Ababa, Ethiopia. A structured questionnaire was administered to a sample of 385 customers with prior experience in online grocery shopping. Descriptive statistics were used to analyse the data. The findings reveal that the service quality level of green crowdsourcing distribution for e-grocery markets is acceptable. Customers expressed overall satisfaction and a positive disposition toward these services. While several strengths were identified, offering opportunities for reinforcement, certain service areas require improvement. It is recommended that e-grocery retailers and green crowdsourcing delivery companies enhance their service quality and align their offerings with customer expectations to improve satisfaction, foster loyalty and strengthen their competitive advantage.

Keywords: Service quality level; Customer satisfaction; Customer loyalty; Green crowdsourcing; e-Grocery retailers; Online shopping (search for similar items in EconPapers)
Date: 2026
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Persistent link: https://EconPapers.repec.org/RePEc:spr:prbchp:978-3-032-23282-3_46

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DOI: 10.1007/978-3-032-23282-3_46

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