The role of e-service quality dimensions on customer behavioral intentions in e-retailing

Abstract

The aim of this study is to explore whether the e-service quality dimensions (efficiency, system availability, information quality, fulfillment, and privacy) and company reputation would affect customers’ behavioral intentions such as customers’ purchase intention, loyalty, or positive word-of-mouth (WOM) via creating satisfaction and trust within Turkish e-retailing sector. Descriptive statistics and factor analysis in SPSS 21, and Structural Equation Modeling (SEM) in Mplus 6.1 was performed in the research model. A total of 589 usable questionnaires were collected in Turkey, using convenience sampling. The findings suggest that e-service quality dimensions have significant positive impacts on Turkish customers’ purchase intention and loyalty by improving customer satisfaction and trust.