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Impact of E-Service Quality on Customer Satisfaction and Loyalty Empirical Study in India Online Business
14 references·5 citing·49 second hopsampled
Impact of E-Service Quality on Customer Satisfaction and Loyalty Empirical Study in India Online Business (2017)Impact of E-Service Quality on Customer S…The Influence of E-Service Quality on Customer Perceived Value, Customer Satisfaction and Loyalty in South Africa (2014)The Influence of E-Service Qu…Determinants of E-Commerce Customer Satisfaction, Trust, and Loyalty in Saudi Arabia (2011)Determinants of E-Commerce Cu…The Effects of Shopping Orientations, Online Trust and Prior Online Purchase Experience toward Customers’ Online Purchase Intention (2010)The Effects of Shopping Orien…Investigating the complex drivers of loyalty in e‐commerce settings (2009)Investigating the complex dri…Factors influencing satisfaction and loyalty in online shopping: an integrated model (2009)Factors influencing satisfact…The role of loyalty programs in behavioral and affective loyalty (2006)The role of loyalty programs …The Relationships among Trust, E-satisfaction, E-loyalty, and Customer Online Behaviors (2005)The Relationships among Trust…The moderating effect of on‐line experience on the antecedents and consequences of on‐line satisfaction (2005)The moderating effect of on‐l…Customer perceptions of e‐service quality in online shopping (2005)Customer perceptions of e‐ser…Measuring customer perceived online service quality (2004)Measuring customer perceived …E-S-QUAL (2004)E-S-QUALE‐service quality: a model of virtual service quality dimensions (2003)E‐service quality: a model of…Customer satisfaction and loyalty in online and offline environments (2003)Customer satisfaction and loy…What Attracts Customers to Online Stores, and What Keeps Them Coming Back? (2002)What Attracts Customers to On…Antecedents for online food delivery platform leading to continuance usage intention via e-word-of-mouth review adoption (2023)Antecedents for online food d…Mobile commerce applications service quality in enhancing customer loyalty intention: mediating role of customer satisfaction (2022)Mobile commerce applications …Examining the impact of E-supply chain on service quality and customer satisfaction: a case study (2022)Examining the impact of E-sup…The relationship between m-banking service quality and loyalty: evidence in Indonesian Islamic Banking (2021)The relationship between m-ba…The influence of e-service quality, trust, brand image on Shopee customer satisfaction and loyalty (2021)The influence of e-service qu…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)On the Evaluation of Structural Equation Models (1988)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Supermarket self-checkout service quality, customer satisfaction, and loyalty: Empirical evidence from an emerging market (2013)Does e-learning service quality influence e-learning student satisfaction and loyalty? Evidence from Vietnam (2019)Internet banking service quality, e-customer satisfaction and loyalty: the modified e-SERVQUAL model (2020)Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology (1989)Measuring user satisfaction from e-Government services: Lessons from Jordan (2013)A global approach to the analysis of user behavior in mobile payment systems in the new electronic environment (2017)Integrating identity, strategy and communications for trust, loyalty and commitment (2017)Prospect Theory: An Analysis of Decision under Risk (1979)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Prospect theory: An analysis of decision under risk (1988)Customer Value, Satisfaction, Loyalty, and Switching Costs: An Illustration From a Business-to-Business Service Context (2004)Customer engagement: the construct, antecedents, and consequences (2016)Digital marketing: A framework, review and research agenda (2016)Understanding Attitudes and Predicting Social Behavior (1980)A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies (2000)An analysis of the e‐service literature: towards a research agenda (2006)An assessment of customers’ e-service quality perception, satisfaction and intention (2010)The impact of e-service quality and customer satisfaction on customer behavior in online shopping (2019)Dimensions of Consumer Expertise (1987)Reducing Buyer Search Costs: Implications for Electronic Marketplaces (1997)Frictionless Commerce? A Comparison of Internet and Conventional Retailers (2000)Marketing to and Serving Customers through the Internet: An Overview and Research Agenda (2002)Strategic Firm Commitments and Rewards for Customer Relationship Management in Online Retailing (2005)The mediating effect of organizational reputation on customer loyalty and service recommendation in the banking industry (2007)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Customer satisfaction and competitiveness in the Chinese E-retailing: Structural equation modeling (SEM) approach to identify the role of quality factors (2013)The influence of EWOM characteristics on online repurchase intention (2016)Behavioral Customer Loyalty in Online Shopping: The Role of E-Service Quality and E-Recovery (2017)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Basics of qualitative research : techniques and procedures for developing grounded theory (1998)Service quality models: a review (2005)The impact of website quality on customer satisfaction and purchase intentions: Evidence from Chinese online visitors (2008)User Acceptance of Computer Technology: A Comparison of Two Theoretical Models (1989)Marketing Research: An Applied Orientation (1994)An Examination of the Factors Influencing Consumers' Attitudes Toward Social Media Marketing (2011)COVID-19: fear appeal favoring purchase behavior towards personal protective equipment (2020)The influence of e-customer satisfaction, e-trust and perceived value on consumer's repurchase intention in B2C e-commerce segment (2021)The Commitment-Trust Theory of Relationship Marketing (1994)Growing Existing Customers’ Revenue Streams through Customer Referral Programs (2013)Impact of service quality and trust on repurchase intentions – the case of Pakistan airline industry (2017)Why Am I Seeing This Ad? The Effect of Ad Transparency on Ad Effectiveness (2018)Alternative Ways of Assessing Model Fit (1992)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)Consumer e-shopping acceptance: Antecedents in a technology acceptance model (2008)An Updated and Streamlined Technology Readiness Index (2014)Understanding Customer Experience Throughout the Customer Journey (2016)
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References

  • 2004E-S-QUAL3,962 cited
  • 2003Customer satisfaction and loyalty in online and offline environments1,560 cited
  • 2003E‐service quality: a model of virtual service quality dimensions1,500 cited
  • 2005Customer perceptions of e‐service quality in online shopping1,320 cited
  • 2010The Effects of Shopping Orientations, Online Trust and Prior Online Purchase Experience toward Customers’ Online Purchase Intention565 cited
  • 2004Measuring customer perceived online service quality498 cited
  • 2002What Attracts Customers to Online Stores, and What Keeps Them Coming Back?460 cited
  • 2011Determinants of E-Commerce Customer Satisfaction, Trust, and Loyalty in Saudi Arabia455 cited
  • 2009Factors influencing satisfaction and loyalty in online shopping: an integrated model240 cited
  • 2006The role of loyalty programs in behavioral and affective loyalty220 cited
  • 2005The moderating effect of on‐line experience on the antecedents and consequences of on‐line satisfaction207 cited
  • 2009Investigating the complex drivers of loyalty in e‐commerce settings81 cited
  • 2014The Influence of E-Service Quality on Customer Perceived Value, Customer Satisfaction and Loyalty in South Africa52 cited
  • 2005The Relationships among Trust, E-satisfaction, E-loyalty, and Customer Online Behaviors21 cited

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Cited by

  • 2021The influence of e-service quality, trust, brand image on Shopee customer satisfaction and loyalty45 cited
  • 2022Examining the impact of E-supply chain on service quality and customer satisfaction: a case study39 cited
  • 2022Mobile commerce applications service quality in enhancing customer loyalty intention: mediating role of customer satisfaction28 cited
  • 2021The relationship between m-banking service quality and loyalty: evidence in Indonesian Islamic Banking21 cited
  • 2023Antecedents for online food delivery platform leading to continuance usage intention via e-word-of-mouth review adoption12 cited