Journal of Interdisciplinary Innovation Studies, vol.1, no.1, pp.112-129, 2021 (National Refreed University 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.