The Impact of E-Service Quality on E-commerce: Evidence from Iranian Electronic Businesses

Fariba Latifi, Alzahra University
Fatemeh Aliakbari, Alzahra University
Isar Kiani, Concordia University


This paper analyzes the relationship between customer satisfaction, intention to make electronic purchases, and the fiveservice quality dimensions - content usefulness, content efficiency, service stability, service responsiveness and providerreliability – proposed in past research. For the analysis, we have used regressions to estimate path coefficients of a previouslyproposed model; the path diagram fitting variables was generated. Our findings indicate that customer satisfaction has thestrongest effect on electronic purchasing intention among Iranian electronic shoppers. The path diagram also shows thatprovider reliability, content usefulness and content effectiveness affect on electronic purchasing intention and customersatisfaction, while service responsiveness and service stability doesn’t show significant relation with research dependentvariables.