Antecedents of E-Satisfaction, E-Trust and E-Loyalty: An Understanding of E-Service Quality in Online Retailing

摘要

The online retail sales are increasing worldwide and will continue to grow in years to come. This rapid growth reflects the compelling advantages the online platforms offer over traditional retail stores, including greater flexibility, faster transactions, better convenience and customisation. Technology has made it convenient for consumers to search and compare prices and technical features of similar products/services across several sellers from around the globe (e.g., eBay, Amazon, etc.). With the increasing online shopping, it is critical for e-tailers (e-commerce retailers) to stay ahead of the competition by creating and maintaining a competitive advantage. Therefore, this study aims to discover the dimensions of e-service quality, which have significant impacts on e-satisfaction, e-trust and e-loyalty; so that e-tailers can focus on improving the factors associated with generating and sustaining long term e-satisfaction, e-trust and e-loyalty. As such, the following research questions are addressed in this study: What are the determinant e-service quality dimension(s) in the online retailing? What are the e-service quality dimension(s) that have significant influence on e-satisfaction? What are the e-service quality dimension(s) that have significant influence on e-trust? What are the e-service quality dimension(s) that have significant influence on e-loyalty?