The role of e-service quality dimensions on customer behavioral intentions in e-retailing
Journal of Interdisciplinary Innovation Studies, cilt.1, sa.1, ss.112-129, 2021 (Hakemli Dergi)
- Yayın Türü: Makale / Tam Makale
- Cilt numarası: 1 Sayı: 1
- Basım Tarihi: 2021
- Dergi Adı: Journal of Interdisciplinary Innovation Studies
- Sayfa Sayıları: ss.112-129
- Yıldız Teknik Üniversitesi Adresli: Evet
Özet
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.