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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 Scientific Publishing, vol. 16(3), pages 42-59, July.
    • Handle: RePEc:igg:jebr00:v:16:y:2020:i:3:p:42-59
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    Cited by:

    1. Brahami Menaouer & Semaoune Khalissa & Mohammed El Amine Belayachi & Benslimane Amine, 2021. "The Role of Drop Shipping in E-Commerce: The Algerian Case," International Journal of E-Business Research (IJEBR), IGI Global Scientific Publishing, vol. 17(4), pages 1-19, October.
    2. 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.
    3. Vimala Balakrishnan & Meesha Lini Eesan, 2024. "Enablers and disablers for contactless payment acceptance among Malaysian adults," Palgrave Communications, Palgrave Macmillan, vol. 11(1), pages 1-12, December.
    4. Kirsten Wüst & Kerstin Bremser, 2025. "Artificial Intelligence in Tourism Through Chatbot Support in the Booking Process—An Experimental Investigation," Tourism and Hospitality, MDPI, vol. 6(1), pages 1-18, February.
    5. Sonali Singh & Sumeet Singh Jasial & Richa Misra & Ajay Bansal, 2024. "Online Retail Service Quality: What Matters Most for Customer Satisfaction?," FIIB Business Review, , vol. 13(5), pages 600-615, October.
    6. 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).

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