IDEAS home Printed from https://ideas.repec.org/a/igg/jebr00/v16y2020i3p42-59.html
   My bibliography  Save this article

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

Author

Listed:
  • Sanjay Dhingra

    (Guru Gobind Singh Indraprastha University, India)

  • Shelly Gupta

    (Guru Gobind Singh Indraprastha University, India)

  • Ruchi Bhatt

    (Guru Gobind Singh Indraprastha University, India)

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.

Suggested Citation

  • Sanjay Dhingra & Shelly Gupta & Ruchi Bhatt, 2020. "A Study of Relationship Among Service Quality of E-Commerce Websites, Customer Satisfaction, and Purchase Intention," International Journal of E-Business Research (IJEBR), IGI Global, vol. 16(3), pages 42-59, July.
    • Handle: RePEc:igg:jebr00:v:16:y:2020:i:3:p:42-59
    as

    Download full text from publisher

    File URL: http://services.igi-global.com/resolvedoi/resolve.aspx?doi=10.4018/IJEBR.2020070103
    Download Restriction: no
    ---><---

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Muhammad Umair Wattoo & Syed Muhammad Javed Iqbal, 2022. "Unhiding Nexus Between Service Quality, Customer Satisfaction, Complaints, and Loyalty in Online Shopping Environment in Pakistan," SAGE Open, , vol. 12(2), pages 21582440221, May.
    2. Lu, Jian & Su, Xiang & Diao, Yajing & Wang, Nianxin & Zhou, Bin, 2021. "Does online observational learning matter? Empirical evidence from panel data," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).

    More about this item

    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:igg:jebr00:v:16:y:2020:i:3:p:42-59. 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: Journal Editor (email available below). General contact details of provider: https://www.igi-global.com .

    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.