A study on impact of online-service quality on customer satisfaction in e- retailing business

Serbian Journal of Management

Sundaram Vijayanand¹  Salem Perumal Thenmozhi²  Arunachalam Arumugam³ 

[1] Department of Business Administration, VET Institute of Arts and Science, Erode,Tamilnadu 638012 India;Faculty of Management, Coimbatore 641001, Tamilnadu, India;Jairam Arts and Science College, Salem 636008, Tamilnadu, India;

关键词: service quality;    customer satisfaction;    online marketing;    customer loyalty;    service recovery;    service failure;   

DOI  :  10.5937/sjm17-25927

来源: DOAJ

【 摘 要 】

This paper checks the effect of service quality in the online retail business on customer satisfaction along with the association of the demographic variables through the opinion from the respondents particularly 524 college students in India selected through purposive sampling method. The goodness of model fit was found using Structural equation Modelling (SEM) of AMOS and the relationship between e-service quality and customer satisfaction was analyzed through Inter -correlation and Regression analysis. The results show that e-service quality factors have a positive impact and also highlighted as a significant predictor for customer satisfaction. The study also revealed that service recovery is acting as a mediating factor between service failure and customer satisfaction. The output of this study will support the online retailers to formulate their strategies in view to provide very good and excellent services to their customers.

【 授权许可】

Unknown