ANVESHAK-International Journal of Management

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From e-Quality to e-Loyalty in Online Retailing:SEM Approach


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1 Shaheed Bhagat Singh College, University of Delhi, Sheikh Sarai, Phase II, New Delhi – 110017, Delhi, India
     

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The commercial importance of online services is growing exponentially. There is a clear need to develop a better understanding of how online shoppers evaluate these services and develops e-loyalty. The present study aims to study the mediating role of e-satisfaction between dimension of e-service quality and e-loyalty and the influencing role of gender and aggregator on the relationship of e-satisfaction and e-loyalty empirically. Data collected through self-administered survey of 245 online retail shoppers suggest that there is mediating role of e-satisfaction among the relationship between dimensions of e-service quality and e-loyalty and gender and aggregators do not influence the relationship. Theoretical and practical implications of these findings are examined and discussed in depth.

Keywords

Aggregator, e-Loyalty, e-Satisfaction, e-Service Quality, Online Retailing.
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  • From e-Quality to e-Loyalty in Online Retailing:SEM Approach

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Authors

Pooja Goel
Shaheed Bhagat Singh College, University of Delhi, Sheikh Sarai, Phase II, New Delhi – 110017, Delhi, India

Abstract


The commercial importance of online services is growing exponentially. There is a clear need to develop a better understanding of how online shoppers evaluate these services and develops e-loyalty. The present study aims to study the mediating role of e-satisfaction between dimension of e-service quality and e-loyalty and the influencing role of gender and aggregator on the relationship of e-satisfaction and e-loyalty empirically. Data collected through self-administered survey of 245 online retail shoppers suggest that there is mediating role of e-satisfaction among the relationship between dimensions of e-service quality and e-loyalty and gender and aggregators do not influence the relationship. Theoretical and practical implications of these findings are examined and discussed in depth.

Keywords


Aggregator, e-Loyalty, e-Satisfaction, e-Service Quality, Online Retailing.

References





DOI: https://doi.org/10.15410/aijm%2F2018%2Fv7i2%2F128576