Impact of E-Services Quality on E-Loyalty in Paltel E-Satisfaction as a Mediating Variable

摘要

E-loyalty has received great interest from researchers as a key element for customer retention and the growth of firms as well as gaining new customers. This study aims to investigate the impact of the electronic website services quality on e-loyalty in the companies listed within Paltel using electronic satisfaction as a mediating variable. Seven dimensions of e-service quality are examined including content, structure, interaction, presentation, responsiveness, e-security, and reliability. The quantitative research approach is conducted on the returned 393 valid surveys. The findings revealed and emphasized the role played by e-satisfaction as a mediating variable between the independent variable's dimensions and the independent variable.