Welcome to the InfoSci Platform
Reference Hub34
A Study of Relationship Among Service Quality of E-Commerce Websites, Customer Satisfaction, and Purchase Intention

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

Sanjay Dhingra, Shelly Gupta, Ruchi Bhatt
Copyright: © 2020 |Volume: 16 |Issue: 3 |Pages: 18
ISSN: 1548-1131|EISSN: 1548-114X|EISBN13: 9781799805090|DOI: 10.4018/IJEBR.2020070103
Cite Article Cite Article

MLA

Dhingra, Sanjay, et al. "A Study of Relationship Among Service Quality of E-Commerce Websites, Customer Satisfaction, and Purchase Intention." IJEBR vol.16, no.3 2020: pp.42-59. http://doi.org/10.4018/IJEBR.2020070103

APA

Dhingra, S., Gupta, S., & Bhatt, R. (2020). A Study of Relationship Among Service Quality of E-Commerce Websites, Customer Satisfaction, and Purchase Intention. International Journal of E-Business Research (IJEBR), 16(3), 42-59. http://doi.org/10.4018/IJEBR.2020070103

Chicago

Dhingra, Sanjay, Shelly Gupta, and Ruchi Bhatt. "A Study of Relationship Among Service Quality of E-Commerce Websites, Customer Satisfaction, and Purchase Intention," International Journal of E-Business Research (IJEBR) 16, no.3: 42-59. http://doi.org/10.4018/IJEBR.2020070103

Export Reference

Mendeley
Favorite Full-Issue Download

Abstract

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.

Request Access

You do not own this content. Please login to recommend this title to your institution's librarian or purchase it from the IGI Global bookstore.