Table 1 Items and sources Sources Fair...

Table 1

Items and sources

	Sources
Fair pricing (FAP)
The prices on most products attract me to do business with the firm	Caiati et al. (2020) Victor et al. (2018) Fan et al. (2020) Jing et al. (2020)
The company's pricing system is reasonable
The company's prices contribute to my loyalty
Prices are relatively low at business of choice compared to competitors
Online Marketing (ONM)
Online advertising creates brand awareness	Bala and Verma (2018) Krizanova et al. (2019) Christina et al. (2019)
It is easy to search for wanted products online than any other means
Use of online adverts provide feedback which enhances product awareness
Online advertising is more efficient compared to other media channels
The nature of the information on online adverts influences consumer decisions making
Frequent communication(FRM)
The organisation always inform customers about new products on the market	Ferraris et al. (2019) Jing et al. (2020)
The company's employees always inform customers about reduced products
The company continuously advertise its product to customers
The company is always in touch with customers, e.g. sending birthday messages
The company keeps new information in its data base for all customers for easier communication
Organisational performance(ORP)
The company is opening more branches	Khin and Ho (2018) Krekel et al. (2019) Otto et al. (2020)
The company's financial statements indicate huge profit making
There is evidence of improved market share
The firm is continuously employing more people, a sign of business growth
Perceived Service Quality (PSQ)
Employees are well presented in front of customers	Chikazhe et al. (2022) Jing et al. (2020) Morgan et al. (2020)
The retail business' infrastructure is modern and appealing
Employees give prompt service to customers
Employees are reliable and they keep customer promises
The retail business' operating hours are convenient to customers
The firm deals with customer complaints in a professional manner
ICT
The firm digitally communicates with customers	Akpomi et al. (2022) Denner et al. (2022) Salamova et al. (2021)
Computers are used to communicate with customers
Online advertising done through the Internet
The firm digitally stores and analyse data
The firm makes use of online payments

	Sources
Fair pricing (FAP)
The prices on most products attract me to do business with the firm	Caiati et al. (2020)Victor et al. (2018)Fan et al. (2020)Jing et al. (2020)
The company's pricing system is reasonable
The company's prices contribute to my loyalty
Prices are relatively low at business of choice compared to competitors
Online Marketing (ONM)
Online advertising creates brand awareness	Bala and Verma (2018)Krizanova et al. (2019)Christina et al. (2019)
It is easy to search for wanted products online than any other means
Use of online adverts provide feedback which enhances product awareness
Online advertising is more efficient compared to other media channels
The nature of the information on online adverts influences consumer decisions making
Frequent communication(FRM)
The organisation always inform customers about new products on the market	Ferraris et al. (2019)Jing et al. (2020)
The company's employees always inform customers about reduced products
The company continuously advertise its product to customers
The company is always in touch with customers, e.g. sending birthday messages
The company keeps new information in its data base for all customers for easier communication
Organisational performance(ORP)
The company is opening more branches	Khin and Ho (2018)Krekel et al. (2019)Otto et al. (2020)
The company's financial statements indicate huge profit making
There is evidence of improved market share
The firm is continuously employing more people, a sign of business growth
Perceived Service Quality (PSQ)
Employees are well presented in front of customers	Chikazhe et al. (2022)Jing et al. (2020)Morgan et al. (2020)
The retail business' infrastructure is modern and appealing
Employees give prompt service to customers
Employees are reliable and they keep customer promises
The retail business' operating hours are convenient to customers
The firm deals with customer complaints in a professional manner
ICT
The firm digitally communicates with customers	Akpomi et al. (2022)Denner et al. (2022) Salamova et al. (2021)
Computers are used to communicate with customers
Online advertising done through the Internet
The firm digitally stores and analyse data
The firm makes use of online payments

Source(s): Table by authors (2023)

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