Key Dimensions of E-commerce Service Quality and Its Relationships to Satisfaction and Loyalty.

Abstract

Evidence exists that one successful strategy to satisfy and retain customers is offering superior service quality. Motivated by the growing interest in e-commerce, we focus our research questions on identifying the key dimensions of e-commerce service quality and its relationships to customer satisfaction and loyalty. In exploring answers to our research questions a hypothesized model is proposed and empirically tested using a research survey with 370 online shoppers. Salient results include: (1) key dimensions of e-commerce service quality are website usability, information quality, reliability, responsiveness, assurance and personalization; (2) customer satisfaction is influenced mostly with the perception of reliability, while customer loyalty is affected by the perception of assurance; (3) customer retention is predicted by the customer satisfaction index. Results of the study contribute to the nascent body of research in e-service quality and offer unique insights for managers of online firms on how to manage the quality of their e-commerce e-service.

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