IDEAS home Printed from https://ideas.repec.org/a/bau/ijabms/v6y2021i1id223.html

The Impact of E-Service Quality On Customer Loyalty in United Kingdom

Author

Listed:
  • Afshan Jalil

    (Yorkville University)

  • Harleen Kaur

    (Islamia University of Bahawalpur)

  • Anjali Vijay Jogia

    (University of the West of Scotland)

Abstract

Present research project is carried out to investigate the relationship between customer loyalty and dimensions of e-service quality including; reliability, responsiveness, security, and Ease-of-Use respectively in London, United Kingdom. The SERVQUAL model of Parsuraman et al (1985) is considered to investigate the e-service quality in creating and maintaining customer loyalty in developing country The research design is cross sectional following with the sample size of present study is 151 obtained through convenience (non-probability) sampling technique. The online survey questionnaire was developed by considering LIKERT Scale (1-to-5) to measure the relationship of various dimensions with customer loyalty. The results showed that reliability is the most significant dimension of e-service quality whereas as weak positive relationship of ease of use is evident with customer loyalty. Furthermore, this study confirmed that customer loyalty is positively associated with reliability, responsiveness, security, and ease of use. The recommendations are given to the e-service providers operating in London to enhance the quality of e-services in order to have more customer loyalty.

Suggested Citation

Handle: RePEc:bau:ijabms:v:6:y:2021:i:1:id:223
as

Download full text from publisher

File URL: https://journal.bauderpress.org.tr/index.php/ijabms/article/view/223
File Function: Abstract page
Download Restriction: no
File URL: https://journal.bauderpress.org.tr/index.php/ijabms/article/download/223/152
File Function: Full text
Download Restriction: no
---><---

More about this item

Keywords

;
;
;
;
;
;
;
;

Statistics

Access and download statistics

Corrections

All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:bau:ijabms:v:6:y:2021:i:1:id:223. See general information about how to correct material in RePEc.

If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

We have no bibliographic references for this item. You can help adding them by using this form .

If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: BAUDER Press editorial office (email available below). General contact details of provider: https://journal.bauderpress.org.tr/index.php/ijabms .

Please note that corrections may take a couple of weeks to filter through the various RePEc services.

IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.