A study on impact of online-service quality on customer satisfaction in e- retailing business
This paper checks the effect of service quality in the online retail business on customer satisfaction along with the association of the demographic variables through the opinion from the respondents particularly 524 college students in India selected through purposive sampling method. The goodness...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
University in Belgrade
2022-05-01
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| Series: | Serbian Journal of Management |
| Subjects: | |
| Online Access: | https://aseestant.ceon.rs/index.php/sjm/article/view/25927/19911 |
| _version_ | 1811235316611153920 |
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| author | Salem Perumal Thenmozhi Sundaram Vijayanand Arunachalam Arumugam |
| author_facet | Salem Perumal Thenmozhi Sundaram Vijayanand Arunachalam Arumugam |
| author_sort | Salem Perumal Thenmozhi |
| collection | DOAJ |
| description | This paper checks the effect of service quality in the online retail business on customer satisfaction along with the association of the demographic variables through the opinion from the respondents particularly 524 college students in India selected through purposive sampling method. The goodness of model fit was found using Structural equation Modelling (SEM) of AMOS and the relationship between e-service quality and customer satisfaction was analyzed through Inter -correlation and Regression analysis. The results show that e-service quality factors have a positive impact and also highlighted as a significant predictor for customer satisfaction. The study also revealed that service recovery is acting as a mediating factor between service failure and customer satisfaction. The output of this study will support the online retailers to formulate their strategies in view to provide very good and excellent services to their customers. |
| first_indexed | 2024-04-12T11:49:52Z |
| format | Article |
| id | doaj.art-d185f7b3d154477cab5541747a0befcf |
| institution | Directory Open Access Journal |
| issn | 1452-4864 2217-7159 |
| language | English |
| last_indexed | 2024-04-12T11:49:52Z |
| publishDate | 2022-05-01 |
| publisher | University in Belgrade |
| record_format | Article |
| series | Serbian Journal of Management |
| spelling | doaj.art-d185f7b3d154477cab5541747a0befcf2022-12-22T03:34:14ZengUniversity in BelgradeSerbian Journal of Management1452-48642217-71592022-05-01171617110.5937/sjm17-25927A study on impact of online-service quality on customer satisfaction in e- retailing businessSalem Perumal Thenmozhi0Sundaram Vijayanand1Arunachalam Arumugam2Faculty of Management, Coimbatore 641001, Tamilnadu, IndiaDepartment of Business Administration, VET Institute of Arts and Science, Erode,Tamilnadu 638012 IndiaJairam Arts and Science College, Salem 636008, Tamilnadu, IndiaThis paper checks the effect of service quality in the online retail business on customer satisfaction along with the association of the demographic variables through the opinion from the respondents particularly 524 college students in India selected through purposive sampling method. The goodness of model fit was found using Structural equation Modelling (SEM) of AMOS and the relationship between e-service quality and customer satisfaction was analyzed through Inter -correlation and Regression analysis. The results show that e-service quality factors have a positive impact and also highlighted as a significant predictor for customer satisfaction. The study also revealed that service recovery is acting as a mediating factor between service failure and customer satisfaction. The output of this study will support the online retailers to formulate their strategies in view to provide very good and excellent services to their customers.https://aseestant.ceon.rs/index.php/sjm/article/view/25927/19911service qualitycustomer satisfactiononline marketingcustomer loyaltyservice recoveryservice failure |
| spellingShingle | Salem Perumal Thenmozhi Sundaram Vijayanand Arunachalam Arumugam A study on impact of online-service quality on customer satisfaction in e- retailing business Serbian Journal of Management service quality customer satisfaction online marketing customer loyalty service recovery service failure |
| title | A study on impact of online-service quality on customer satisfaction in e- retailing business |
| title_full | A study on impact of online-service quality on customer satisfaction in e- retailing business |
| title_fullStr | A study on impact of online-service quality on customer satisfaction in e- retailing business |
| title_full_unstemmed | A study on impact of online-service quality on customer satisfaction in e- retailing business |
| title_short | A study on impact of online-service quality on customer satisfaction in e- retailing business |
| title_sort | study on impact of online service quality on customer satisfaction in e retailing business |
| topic | service quality customer satisfaction online marketing customer loyalty service recovery service failure |
| url | https://aseestant.ceon.rs/index.php/sjm/article/view/25927/19911 |
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