The impact of customer trust, perception and attributes on safety and adoption of Contactless Technologies on online shopping behaviour of consumers in the Retail Sector in Zimbabwe.
- Author
- Lugube, Tatenda
- Title
- The impact of customer trust, perception and attributes on safety and adoption of Contactless Technologies on online shopping behaviour of consumers in the Retail Sector in Zimbabwe.
- Abstract
- This research examines how customer trust, perceptions, and individual characteristics affect the perceived safety and uptake of contactless technologies, and consequently influence online shopping behaviour in Zimbabwe’s retail sector. Employing a quantitative approach, data were gathered from 279 online shoppers via structured questionnaires. Results indicate that both trust and perception play a critical role in shaping consumers’ sense of safety regarding contactless technologies, while factors such as age, digital literacy, and income level significantly impact their likelihood of adoption. These insights provide valuable guidance for retailers and policymakers aiming to improve the digital shopping experience and promote broader use of secure, convenient contactless platforms. The significance of the study highlighted the importance of research to the researcher, the university, society, and the company. The data was analysed with the use of SPSS 27 and SPSS-AMOS software packages. Based on the results collected and analysed, contactless online shopping behaviour is influenced by customer`s trust, attributes, perception and safety. All constructs met the criterion for composite reliability (above 0.7), and average variance extracted (above 0.5).
- Date
- June 2025
- Publisher
- BUSE
- Keywords
- Customer Trust
- Retail Sector
- Contactless Technologies
- Online Shopping Behaviour
- Supervisor
- Dr. K. Karedza
- Item sets
- Department of Marketing
- Media
-
Lugube, Tatenda.pdf