Abstract
Online business is gaining momentum day by day in the world and in Bangladesh in general, the number of e-commerce businesses is constantly increasing which is the result of how the technology and how it is being done is getting better. Guided by the purpose of this study “Examining the importance of information quality, system quality and service quality of electronic commerce websites to the customer satisfaction and loyalty in Bangladesh”, research has conducted based on knowing the relationship between website quality and customer satisfaction and loyalty. With the help of 450 participants, this study found that young people participated in online shopping more than other categories of residents in Dhaka, the Capital city of Bangladesh where the survey was conducted. Another finding of this study is that both under-graduates and post-graduates are highly involved. Most online shoppers have shown that they do it at least once a month, with 37.8 percent doing it. To find out the relationship between (information quality, system quality, and service quality) and customer satisfaction and loyalty, SPSS (16.0) was used and the study found that all factors of website quality have a strong and direct relationship to satisfaction and loyalty of customers and results also find that satisfaction is closely related to loyalty. Current research has advised online business owners to pay close attention to all factors of website quality as they are more important factors in satisfying customers, attracting new customers and expanding or promoting e-commerce in general. Keywords: Information Quality, System Quality, Service Quality, Customer Satisfaction, Customer loyalty. DOI: 10.7176/EJBM/12-14-11 Publication date: May 31 st 2020
Highlights
The rapid growth of globalization and Information Technology and Communication has enabled the ways of doing business for the seller and purchase methods for consumers by adopting electronic commerce in place of traditional shops
The second factor has five variables which are all related to “Information Quality” and the variables loaded on this factor include IQ1, IQ2, IQ3, IQ4 and IQ5 with loading factor coefficients greater than 0.5 and respectively equal to 0.861; 0.562; 0.668; 0.731 and 0.667.The third factor has four variables which are all related to “System Quality” and the variables loaded on this factor include S1, S2, S3, and S4 with loading factor coefficients greater than 0.5 and respectively equal to 0.817; 0.833; 0.784; and 0.585
The results showed that, there is positive and significant relationship between information quality and customer loyalty (r = 0.450, p < 0.01), system quality and customer loyalty (r = 0.398, p < 0.01), service quality and customer loyalty (r = 0.450, p < 0.01).Positive and significant correlations further observed among independents variables, where the results indicate that the Pearson correlation coefficients and significance level between system quality and information quality, service quality and information quality, service quality and system quality are respectively (r = 0.473, p < 0.01), (r = 0.477, p < 0.01) and (r = 0.553, p < 0.01)
Summary
The rapid growth of globalization and Information Technology and Communication has enabled the ways of doing business for the seller and purchase methods for consumers by adopting electronic commerce in place of traditional shops. Bangladesh sellers are getting the opportunity to expand their businesses outside their oftensaturated home market and tap into newer markets. According to Kabango & Asa, (2015), the rapid growth of ECommerce initiatives in the world reflects its compelling advantages, such as enhanced governmental performance, lower cost structure, greater flexibility, broader scale and scope of services, greater transparency, accountability, and faster transactions. Technology effectiveness is essential in E-Commerce success. The Internet has changed this traditional way of buying, selling and paying by performing all processes online using the internet to order products or services and make transactions online without moving to the malls
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