The Effects of E-Retail Service Quality on Repurchase Intention

Melih Başkol
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Melih Başkol: Bartin University

Business and Economics Research Journal, 2016, vol. 7, issue 4, 107-121

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.

Keywords: E-Service Quality; Service Quality; Repurchase Intention; E-Retailing; Retailing (search for similar items in EconPapers)
JEL-codes: M30 M31 (search for similar items in EconPapers)
Date: 2016
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