A Study of Relationship Among Service Quality of E-Commerce Websites, Customer Satisfaction, and Purchase Intention

The purpose of this study is to analyze the impact of online service quality of e-commerce websites on customer satisfaction and purchase intention. The study identifies the dimensions of e-service quality on the basis of the literature review, which are website design, reliability, responsiveness,...

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Bibliographic Details
Published inInternational journal of e-business research Vol. 16; no. 3; pp. 42 - 59
Main Authors Dhingra, Sanjay, Gupta, Shelly, Bhatt, Ruchi
Format Journal Article
LanguageEnglish
Published Hershey IGI Global 01.07.2020
Subjects
Brand equity
Business to business commerce
Competitive advantage
Customer satisfaction
Customer services
Electronic commerce
Impact analysis
Internet
Literature reviews
Quality of service
Quality of service architectures
Reliability
Shopping
Success
Web site design
Websites
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Summary:The purpose of this study is to analyze the impact of online service quality of e-commerce websites on customer satisfaction and purchase intention. The study identifies the dimensions of e-service quality on the basis of the literature review, which are website design, reliability, responsiveness, trust, and personalization. A survey of 278 avid users of three popular websites was taken to validate the model. The reliability and validity of the questionnaire were checked through the measurement model and the structural equation model was used to confirm the relationship among the dimensions. The result shows that trust is the only e-service quality dimension that significantly influences overall service quality. The relationship between overall e-service quality and customer satisfaction as well as customer satisfaction and purchase intention was found statistically significant.
ISSN:1548-1131
1548-114X
DOI:10.4018/IJEBR.2020070103