From e-Quality to e-Loyalty in Online Retailing: SEM Approach

Authors

  • Dr. Pooja Goel
     Assistant Professor, Shaheed Bhagat Singh College, University of Delhi, Sheikh Sarai, Phase II, New Delhi – 110017, Delhi

DOI:

https://doi.org/10.15410/aijm/2018/v7i2/128576

Keywords:

Aggregator, e-Loyalty, e-Satisfaction, e-Service Quality, Online Retailing

Abstract

The commercial importance of online services is growing exponentially. There is a clear need to develop a better understanding of how online shoppers evaluate these services and develops e-loyalty. The present study aims to study the mediating role of e-satisfaction between dimension of e-service quality and e-loyalty and the influencing role of gender and aggregator on the relationship of e-satisfaction and e-loyalty empirically. Data collected through self-administered survey of 245 online retail shoppers suggest that there is mediating role of e-satisfaction among the relationship between dimensions of e-service quality and e-loyalty and gender and aggregators do not influence the relationship. Theoretical and practical implications of these findings are examined and discussed in depth.

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Published

2018-07-01

How to Cite

Goel, D. P. (2018). From e-Quality to e-Loyalty in Online Retailing: SEM Approach. ANVESHAK-International Journal of Management, 7(2), 195–210. https://doi.org/10.15410/aijm/2018/v7i2/128576

Issue

Volume 7, Issue 2, July 2018

Section

Articles
Crossref
Scopus
Google Scholar
Europe PMC

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