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The Impact of E-Service Quality and E-Loyalty on Online Shopping: Moderating Effect of E-Satisfaction and E-Trust

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  • Rami Mohammad Al-dweeri
  • Zaid Mohammad Obeidat
  • Mohammad Ahmad Al-dwiry
  • Muhammad Turki Alshurideh
  • Alaa Mohammad Alhorani

Abstract

This paper analyzes the role of online satisfaction and e-trust as mediators in the relationship between electronic service quality (e-SQ) and online loyalty (integrating behavioral and attitudinal elements), in the context of e-shopping. In an increasingly competitive environment, e-retailers need to know the determinants of the success of their online distribution channels in terms of service quality and the influence of this on e-satisfaction, e-trust and e-loyalty. Using a sample of 302 website users of amazon.com in Jordan, confirmatory factor analysis and structural equation modeling were performed to test the relationship between these dimensions. Three dimensions were found to be the main explanatory factors of e-SQ, namely efficiency, privacy and customer service. In addition, it was confirmed that satisfaction mediates the relationship between e-SQ and behavioral and attitudinal loyalty.

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  • Rami Mohammad Al-dweeri & Zaid Mohammad Obeidat & Mohammad Ahmad Al-dwiry & Muhammad Turki Alshurideh & Alaa Mohammad Alhorani, 2017. "The Impact of E-Service Quality and E-Loyalty on Online Shopping: Moderating Effect of E-Satisfaction and E-Trust," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 9(2), pages 92-103, April.
    • Handle: RePEc:ibn:ijmsjn:v:9:y:2017:i:2:p:92-103
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    2. Abdullah F. Alnaim & Abu Elnasr E. Sobaih & Ibrahim A. Elshaer, 2022. "Measuring the Mediating Roles of E-Trust and E-Satisfaction in the Relationship between E-Service Quality and E-Loyalty: A Structural Modeling Approach," Mathematics, MDPI, vol. 10(13), pages 1-15, July.
    3. Ghalia Ammari & Barween Al Kurdi & Muhammad Alshurideh & Bader Obeidat & Al-Hareth Abu Hussien & Ala¡¯aldin Alrowwad, 2017. "Investigating the Impact of Communication Satisfaction on Organizational Commitment: A Practical Approach to Increase Employees¡¯ Loyalty," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 9(2), pages 113-133, April.
    4. Muhammad Turki Alshurideh & Barween Al Kurdi & Hamzeh Almomani & Zaid Mohammad Obeidat & Ra’ed Masa’deh, 2023. "Antecedents and consequences of relationship quality in pharmaceutical industries: A structural equation modelling approach," PLOS ONE, Public Library of Science, vol. 18(1), pages 1-19, January.
    5. Barween Al Kurdi, 2017. "Investigating the Factors Influencing Parent Toy Purchase Decisions: Reasoning and Consequences," International Business Research, Canadian Center of Science and Education, vol. 10(4), pages 104-116, April.
    6. Kim, Minseong, 2022. "How can I Be as attractive as a Fitness YouTuber in the era of COVID-19? The impact of digital attributes on flow experience, satisfaction, and behavioral intention," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    7. Hsu, Chin-Lung & Lin, Judy Chuan-Chuan, 2023. "Understanding the user satisfaction and loyalty of customer service chatbots," Journal of Retailing and Consumer Services, Elsevier, vol. 71(C).
    8. Guan, Chunxu & Lin, Boqiang, 2024. "Do consumers concern about energy saving in purchasing energy-efficient home appliances? Evidence from online e-commerce review," Energy Policy, Elsevier, vol. 193(C).
    9. Lusiana Pratiwi & Sunaryo Sunaryo, 2021. "The effect of e-service quality on e-loyalty mediated by e-trust and brand image variables," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 10(6), pages 56-62, September.
    10. Nguyen, Phi Dung & Huynh, Cong Minh, 2023. "Sustainable E-commerce Logistics for Customer Satisfaction: Evidence from Vietnam," MPRA Paper 115976, University Library of Munich, Germany.
    11. Qing Ye & Hong Wu, 2023. "Offline to online: The impacts of offline visit experience on online behaviors and service in an Internet hospital," Electronic Markets, Springer;IIM University of St. Gallen, vol. 33(1), pages 1-21, December.
    12. Muhammad Alshurideh, 2017. "A Theoretical Perspective of Contract and Contractual Customer-Supplier Relationship in the Mobile Phone Service Sector," International Journal of Business and Management, Canadian Center of Science and Education, vol. 12(7), pages 201-201, June.
    13. Abbas N. Albarq, 2021. "The Effect of Brand Perceptions on Repurchase When Using the E-commerce Website for Shopping," Jindal Journal of Business Research, , vol. 10(1), pages 77-89, June.
    14. Abbas N. Albarq, 2020. "The Effect of Brand Perceptions on Repurchase When Using the E-Commerce Website for Shopping," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 12(4), pages 1-93, December.

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    More about this item

    Keywords

    electronic services quality; e-satisfaction; e-trust; behavioral loyalty; attitudinal loyalty;
    All these keywords.

    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General

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