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

被引：38

作者：

Dhingra, Sanjay ^{[1
]}

Gupta, Shelly ^{[1
]}

Bhatt, Ruchi ^{[1
]}

机构：

[1] Guru Gobind Singh Indraprastha Univ, Univ Sch Management Studies, Delhi, India

来源：

INTERNATIONAL JOURNAL OF E-BUSINESS RESEARCH | 2020年 / 16卷 / 03期

关键词：

Confirmatory Factor Analysis; Customer Satisfaction; E-Commerce Websites; E-Service Quality; Purchase Intention; Structural Equation Modeling; MULTIPLE-ITEM SCALE; PERCEIVED FLOW; WEB SITES; PERCEPTIONS; DIMENSIONS; LOYALTY; IMPACT; TRUST;

D O I：

10.4018/IJEBR.2020070103

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

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.

引用

页码：42 / 59

页数：18

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