Impact of E-Commerce Adoption on Customer Satisfaction in Distribution Companies in Kenya
Year: 2025
Type: article
Study design: Observational Study
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.
Authors: Anne Mwangi, Rosslynne Anyango Ondondo
Institution: Daystar University
Language: English
Subfield: Information Systems and Management
Field: Decision Sciences
Domain: Social Sciences
Open Access status: diamond
OpenAlex ID: W7128427713