Analyzing Causality Among the Service Quality, Customer Satisfaction and Behavioral Intention Variables with Respect to E-Shopping: An Empirical Take

Syed Habeeb and K Francis Sudhakar
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Syed Habeeb: National Institute of Technology Waranga, Hanamkonda, India
K Francis Sudhakar: National Institute of Technology Warangal, Hanamkonda, India

International Journal of Online Marketing (IJOM), 2019, vol. 9, issue 1, 38-59

Abstract: The purpose of this article is to examine the effects of service quality and satisfaction on consumer behavioral intentions like word-of-mouth, website revisitation and repurchase intentions with respect to online shopping in India. To build a vision for the future the study also highlights the servqual and webqual dimensions. About 254 valid responses from south India from individuals who must have made at least one previous online purchase were gathered. Factor analysis and structural equation modeling has been implemented to find out the important factors on what influences repurchase behavior among customers. The results reveal that e-service quality has a positive effect on e-satisfaction, where it also influences the consumer's behavioral intentions, namely word of mouth, website revisit, and repurchase.

Date: 2019
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Persistent link: https://EconPapers.repec.org/RePEc:igg:jom000:v:9:y:2019:i:1:p:38-59

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International Journal of Online Marketing (IJOM) is currently edited by Hatem El-Gohary

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