E-Service Quality, E-Satisfaction and E-Loyalty of Online Shoppers in Business to Consumer Market; Evidence form Malaysia

4th International Conference on Manufacturing, Optimization, Industrial and Material Engineering

Ting, Ong Soo^1 ; Ariff, Mohd Shoki Md^1 ; Zakuan, Norhayati^1 ; Sulaiman, Zuraidah^1 ; Saman, Muhamad Zameri Mat^2

Department of Business Administration, Faculty of Management, Universiti Teknologi Malaysia (UTM), Skudai, Johor, Malaysia^1

Faculty of Mechanical, Universiti Teknologi Malaysia, Skudai, Johor

81310, Malaysia^2

关键词: Business-to-consumer markets;    E-loyalty;    E-satisfaction;    Electronic service qualities;    Information and Communication Technologies;    Online questionnaire;    Online shopping;    Sampling procedures;   

Others  :  https://iopscience.iop.org/article/10.1088/1757-899X/131/1/012012/pdf
DOI  :  10.1088/1757-899X/131/1/012012

来源: IOP

【 摘 要 】

The growing usage of internet and online shopping in Malaysia presents a huge prospect in e-commerce market, specifically for B2C segment. As a result, electronic service quality (e-SQ), electronic satisfaction (e-Satisfaction) and electronic loyalty (e-Loyalty) become vital for online retailers to attract and retain online shoppers in this virtual environment. The association between e-SQ, e-Satisfaction and e-Loyalty should be continuously examined to cope with the advancement in information and communication technology, and the changing expectation of online shoppers. However, construct of e-SQ for online retailers in B2C market is still debatable. In this research, E-SERVQUAL was integrated with the other e-SQ scales to measure e-SQ of a prominent online retailer in Malaysia. Specifically, the e-SQ constructs are Efficiency, Privacy and Trust, Fulfilment, Responsiveness, Contact and Website Design. 390 sets of completed and usable questionnaires were gathered using online questionnaire and convenience sampling procedure. The result indicated that the five proposed dimensions of e-SQ constitute e-SQ of online retailer in B2C market. All the dimensions of e-SQ were found to have positive and significant effect on e-Satisfaction of online shoppers. Responsiveness of e-SQ had the strongest impact on e-satisfaction of online shoppers. The shoppers e-Satisfaction was positively and significantly affected their e-Loyalty towards continuous usage of online retailer's website. Managerial and theoretical implications are discussed based on the results of the study.