Lady first? The gender difference in the influence of service quality on online consumer behavior

Weihua Wang and Saebum Kim

Nankai Business Review International, 2019, vol. 10, issue 3, 408-428

Abstract: Purpose - This paper aims to articulate the gender differences in the influence of service quality on online consumer behavior. Design/methodology/approach - Through data collected via a Web-based questionnaire survey from 330 consumers in China, this study builds and analyzes a structural equation model, using five dimensions of E-service quality, customer satisfaction and customer loyalty, and focuses on the moderation test of gender. Findings - This study finds that first, efficiency dimension of e-service quality is of same importance for male and female customers; second, there are significant gender differences in the responsiveness and reliability dimensions of E-service quality, which affect customer satisfaction; third, the impact of female customer satisfaction on customer loyalty is stronger than for male customers. Practical implications - Online retailers with limited service resources should preferentially respond to service requests from male customers and provide more reliable services for female consumers under the same condition. Originality/value - The research validated the applicability of self-regulation theory in online consumer behavior, explored the occurrence stage and characteristics of gender differences in online consumer behavior under influence of SRT and first found some apparent gender differences in the influence of different dimensions of e-service quality on online consumer behavior.

Keywords: Customer loyalty; Customer satisfaction; Gender difference; E-service quality; Self-regulation theory (search for similar items in EconPapers)
Date: 2019
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Citations: View citations in EconPapers (4)

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Persistent link: https://EconPapers.repec.org/RePEc:eme:nbripp:nbri-07-2017-0039

DOI: 10.1108/NBRI-07-2017-0039

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