Abstract
This paper investigated the relationship between service quality and loyalty between online buyers . electronic service quality is found to be a prime determinant of consumer loyalty which is very important for the growth of any retailer industry. On this study, we have selected four most important dimensions of e-service quality which are: Reliability, Responsiveness, Ease of use, and Security. We adopted a quantitative approach for this study and our survey took place in Isfahan city. After collecting the data we analyzed it with structural equation modeling. We found that all the four dimensions of e-service quality have strong relationship with consumer loyalty which means that they have considerable impact on building and maintaining the loyalty of online banking users. We found out that the users give the highest priority to the organization of website contents and security of transaction.
Highlights
Internet is one of the modern innovations that literally transformed the world and has become a part and parcel of our everyday life
This paper investigated the relationship between service quality and loyalty between online buyers . electronic service quality is found to be a prime determinant of consumer loyalty which is very important for the growth of any retailer industry
We considered several model fit measures to assess the model’s overall goodness-of-fit: at first the ratio of X 2 to degrees-of freedom (d.f.), the adjusted goodness-of-fit index (AGFI), the root mean square residual (RMR), the norm fit index (NFI),the comparative fit index (CFI), the root mean square error of approximation (RMSEA) and the goodness -of-fit index (GFI).Figure 2 shows the results with a non-significant path and standardized path coefficients between the research constructs
Summary
Internet is one of the modern innovations that literally transformed the world and has become a part and parcel of our everyday life. With the blessings of Internet and information technology, communication and relationship development between people from any corner of the world have become incredibly easy (Singh, Gordon & Purchase, 2007) It is widely documented, that the Internet has opened up new ways for companies to conduct their business and interaction with customers (Lexhagen, 2009). To develop the e-service quality, e-retail stores need to ensure the high quality of e-service standard that will be able to create value in the business-to-consumer (B2C) relationship, which leads to satisfied and loyal customers (Zott, Amit & Donlevy, 2000). The increasing importance of e-retailers in e-commerce and the relationship between e-service quality and consumer loyalty has provide us with a scenario which encourages us to go deeper into this issue and delivers a good point of departure for our research
Sign-in/Register to view highlights & summary Sign-in/Register to access full text options 
Free) 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a call
