The role of e-service quality dimensions on customer behavioral intentions in e-retailing

Donmaz A., Akyol A., Gölbaşı Şimşek G.

Journal of Interdisciplinary Innovation Studies, vol.1, no.1, pp.112-129, 2021 (Peer-Reviewed Journal)


The aim of this study is to explore whether the e-service quality dimensions (efficiency, system availability, information

quality, fulfillment, and privacy) and company reputation would affect customers’ behavioral intentions such as

customers’ purchase intention, loyalty, or positive word-of-mouth (WOM) via creating satisfaction and trust within

Turkish e-retailing sector. Descriptive statistics and factor analysis in SPSS 21, and Structural Equation Modeling (SEM) in Mplus 6.1 was

performed in the research model. A total of 589 usable questionnaires were collected in Turkey, using convenience

sampling.The findings suggest that e-service quality dimensions have significant positive impacts on Turkish customers’ purchase

intention and loyalty by improving customer satisfaction and trust.