A PLS-SEM approach to understanding E-SQ, E-Satisfaction and E-Loyalty for fashion E-Retailers in Spain

Rodríguez, Pablo Gutiérrez, Ricardo Villarreal, Valiño, Pedro Cuesta and Shelley Blozis

Journal of Retailing and Consumer Services, 2020, vol. 57, issue C

Abstract: Brand related goals in the online environment are consistent with those of the retail environment: providing products and services that ultimately convert customers into brand loyal customers. Investigating the components of e-loyalty may be a way to improve it. Using a Spanish sample, this study investigates a nine-dimension, latent variable model to understand the relationship between electronic service quality (e-SQ) and e-satisfaction, as well as that between e-satisfaction and e-loyalty within Spanish fashion brand e-retailers. Results suggest that for fashion e-retailers in Spain, e-service quality is positively related to e-satisfaction and e-satisfaction is positively related to e-loyalty. This work supports the use of this framework in future research to better understand these relationships in other countries.

Keywords: Formative measurement model; e-SQ; e-satisfaction (search for similar items in EconPapers)
Date: 2020
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Citations: View citations in EconPapers (21)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:57:y:2020:i:c:s0969698919315619

DOI: 10.1016/j.jretconser.2020.102201

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