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The Effects of E-Retail Service Quality on Repurchase Intention

Author

Listed:
  • Başkol, Melih

    (Bartin University)

Abstract

The purpose of this study is to investigate the dimensions of e-retailing service quality and the affects of e-retailing service quality on customer's repurchase intention. Appropriate measures which are based on literature were used and tested 358 studens of Bartın University faculty of Economics and Administrative Sciences by questionnaire survey and suryey results were analysed by using Structural Equation Modelling. The results of our analysis showed that e-retailing service quality can be theorised as a composite of six dimensions of ease of use, reliability, customer service, order condition, order accuracy, timeliness of order delivery. The results also showed that ease of use, customer service and order condition have strong affects on e-retailing service quality. Second section of the study confirmed that e-retailing service quality has positive and strong affect on customer repurchase intention.

Suggested Citation

  • Başkol, Melih, 2016. "The Effects of E-Retail Service Quality on Repurchase Intention," Business and Economics Research Journal, Uludag University, Faculty of Economics and Administrative Sciences, vol. 7(4), pages 107-121, October.
    • Handle: RePEc:ris:buecrj:0251
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    More about this item

    Keywords

    E-Service Quality; Service Quality; Repurchase Intention; E-Retailing; Retailing;
    All these keywords.

    JEL classification:

    • M30 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - General
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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