Abstract

The study was carried out to predict E-service Quality and Consumer Satisfaction of Jumia Online Shop in Akwa Ibom State, Nigeria. The crosssectional survey research design was adopted for the study. The population for the study consisted of both operators of online betting shops and the young people between the ages of 18 to 50 years who are currently buying from the jumia online stor in Akwa Ibom State. The sample size for the study were 246 respondents, determined using the Topman formula, since the population was unknown. The main sources of data used in the study were from primary sources, gathered with the use of a 4-point Likert scale questionnaire made up of 30 items. Respondents were selected using the convenient sampling technique. Data collected for the study were analysed using simple and multiple linear regression. The research questions were analysed using simple linear regression while hypotheses were tested using multiple regression analysis to predict the independent variables and the dependent variable, at a 0.05 level of significance. The findings revealed that network availability, privacy, and efficiency individually and collectively, positive significant predicted customer satisfaction of Jumia online shop in Akwa Ibom State, Nigeria. It was concluded that network availability and privacy were positive significant predictors of Customer satisfaction in Akwa Ibom State. It was recommended among others that, Jumia online shop as an organization should pay serious attention to network availability, by investing in network infrastructural development, regulating policies and ensuring cyber security measures. This will help increase brand visibility and create a positive association between Jumia and the local community, it will increase e- commerce engagement in Akwa Ibom State by lunching the state to the economic cyber space.