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Paper Type
Complete
Abstract
This paper develops a research model to examine the relationships among e-service quality, customer satisfaction, and repurchase intention to better understand the dimensions of e-service quality in Online shopping. This study utilizes the E-S-QUAL model dimensions including System availability, Fulfilment, Efficiency, Privacy and the E-RecS-QUAL model dimensions including Responsiveness, Compensation and Contact. The present work also examines the dimensions of Trust, Website design and Product to understand the perceptions of rational customers regarding online shopping. The results suggest that the examined e-service quality dimensions are positively related to customer satisfaction and re-purchase intention. Data from an online survey of 162 Indian online shoppers is used to test the research model using Structural Equation Modelling. The results of this study provide a valuable reference for both owners of online stores and researchers interested in online retailing.
Paper Number
1392
Recommended Citation
Subramanian, Dhaarini; Yang, Alan T.; and Talaei-Khoei, Amir, "The Impact of E-Service Quality on Customer Satisfaction and Repurchase Intention - A Structural Equation Modelling Approach Towards Online Shopping in India" (2024). AMCIS 2024 Proceedings. 4.
https://aisel.aisnet.org/amcis2024/incl_sustain/incl_sustain/4
The Impact of E-Service Quality on Customer Satisfaction and Repurchase Intention - A Structural Equation Modelling Approach Towards Online Shopping in India
This paper develops a research model to examine the relationships among e-service quality, customer satisfaction, and repurchase intention to better understand the dimensions of e-service quality in Online shopping. This study utilizes the E-S-QUAL model dimensions including System availability, Fulfilment, Efficiency, Privacy and the E-RecS-QUAL model dimensions including Responsiveness, Compensation and Contact. The present work also examines the dimensions of Trust, Website design and Product to understand the perceptions of rational customers regarding online shopping. The results suggest that the examined e-service quality dimensions are positively related to customer satisfaction and re-purchase intention. Data from an online survey of 162 Indian online shoppers is used to test the research model using Structural Equation Modelling. The results of this study provide a valuable reference for both owners of online stores and researchers interested in online retailing.
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