 Study of e-services quality and customer loyalty: a moderated mediation model of perceived switching cost and e-satisfactionDeepika, Shashank Vikram Pratap Singh, Sumanjeet Singh and Binod Kumar Rajak International Journal of Business Information Systems, 2023, vol. 43, issue 4, 528-541 Abstract: The internet has given birth to the new industry called online retailing, which involves selling via the internet. It is a hot and fast-growing industry and can grab the attention of retailers as well as customers. Despite this tremendous attention, the success rate did not meet the expectations. The association between e-service quality (E-SQ) and customer loyalty (CL) has remained ambiguous due to contradictory empirical results and how the relationship between these two variables gets affected when e-satisfaction (E-S) and perceived switching costs (PSCs) also come into the picture. There is such study which talks about the moderated mediation effect of PSC and E-S between E-SQ and CL. Data was collected from 242 respondents who entertain him/herself shopping over the internet. The results exhibited that all three constructs have strong association along with the mediating effect of E-S, but we did not find the moderating role of PSC. Implications, limitations and future study have been explained in this investigation. Keywords: perceived switching costs; PSCs; e-service quality; E-SQ; mediation and moderation e-satisfaction; customer loyalty. (search for similar items in EconPapers) Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:ids:ijbisy:v:43:y:2023:i:4:p:528-541 Access Statistics for this article More articles in International Journal of Business Information Systems from Inderscience Enterprises Ltd |
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