Do E-Service Quality and Customer Satisfaction Affect Loyalty in E-Retailing? Evidence from Ghanaian Online Consumers
This present research investigates the role of e-service quality and customer satisfaction in loyalty creation among Ghanaian online consumers. 403 sample data were collected from Ghanaian consumers who shop on an online shopping platform. The findings indicate three dimensions of e-service quality;...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
Universitas Airlangga
2022-04-01
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| Series: | TIJAB (The International Journal of Applied Business) |
| Subjects: | |
| Online Access: | https://e-journal.unair.ac.id/TIJAB/article/view/32706 |
| _version_ | 1797832803787735040 |
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| author | Samuel Antwi Patrick Kweku Gbolonyo Changbing Jiang |
| author_facet | Samuel Antwi Patrick Kweku Gbolonyo Changbing Jiang |
| author_sort | Samuel Antwi |
| collection | DOAJ |
| description | This present research investigates the role of e-service quality and customer satisfaction in loyalty creation among Ghanaian online consumers. 403 sample data were collected from Ghanaian consumers who shop on an online shopping platform. The findings indicate three dimensions of e-service quality; reliability, product selection, and customer service are key determinants of customer satisfaction, in addition to customer satisfaction also being a key determinant of loyalty. Nevertheless, reliability, product selection, customer service, and delivery service had no direct influence on loyalty. The mediation role of customer satisfaction, the study implications, as well as limitations are all presented. |
| first_indexed | 2024-04-09T14:13:40Z |
| format | Article |
| id | doaj.art-f9400c29c9164b47bb15f955b7339e97 |
| institution | Directory Open Access Journal |
| issn | 2599-0705 |
| language | English |
| last_indexed | 2024-04-09T14:13:40Z |
| publishDate | 2022-04-01 |
| publisher | Universitas Airlangga |
| record_format | Article |
| series | TIJAB (The International Journal of Applied Business) |
| spelling | doaj.art-f9400c29c9164b47bb15f955b7339e972023-05-06T04:32:22ZengUniversitas AirlanggaTIJAB (The International Journal of Applied Business)2599-07052022-04-0161173410.20473/tijab.v6.I1.2022.3270626820Do E-Service Quality and Customer Satisfaction Affect Loyalty in E-Retailing? Evidence from Ghanaian Online ConsumersSamuel Antwi0Patrick Kweku Gbolonyo1Changbing Jiang2Zhejiang Gongshang UniversityZhejiang Gongshang UniversityZhejiang Gongshang UniversityThis present research investigates the role of e-service quality and customer satisfaction in loyalty creation among Ghanaian online consumers. 403 sample data were collected from Ghanaian consumers who shop on an online shopping platform. The findings indicate three dimensions of e-service quality; reliability, product selection, and customer service are key determinants of customer satisfaction, in addition to customer satisfaction also being a key determinant of loyalty. Nevertheless, reliability, product selection, customer service, and delivery service had no direct influence on loyalty. The mediation role of customer satisfaction, the study implications, as well as limitations are all presented.https://e-journal.unair.ac.id/TIJAB/article/view/32706e-service quality dimensionssatisfactionloyaltyonline retailghana |
| spellingShingle | Samuel Antwi Patrick Kweku Gbolonyo Changbing Jiang Do E-Service Quality and Customer Satisfaction Affect Loyalty in E-Retailing? Evidence from Ghanaian Online Consumers TIJAB (The International Journal of Applied Business) e-service quality dimensions satisfaction loyalty online retail ghana |
| title | Do E-Service Quality and Customer Satisfaction Affect Loyalty in E-Retailing? Evidence from Ghanaian Online Consumers |
| title_full | Do E-Service Quality and Customer Satisfaction Affect Loyalty in E-Retailing? Evidence from Ghanaian Online Consumers |
| title_fullStr | Do E-Service Quality and Customer Satisfaction Affect Loyalty in E-Retailing? Evidence from Ghanaian Online Consumers |
| title_full_unstemmed | Do E-Service Quality and Customer Satisfaction Affect Loyalty in E-Retailing? Evidence from Ghanaian Online Consumers |
| title_short | Do E-Service Quality and Customer Satisfaction Affect Loyalty in E-Retailing? Evidence from Ghanaian Online Consumers |
| title_sort | do e service quality and customer satisfaction affect loyalty in e retailing evidence from ghanaian online consumers |
| topic | e-service quality dimensions satisfaction loyalty online retail ghana |
| url | https://e-journal.unair.ac.id/TIJAB/article/view/32706 |
| work_keys_str_mv | AT samuelantwi doeservicequalityandcustomersatisfactionaffectloyaltyineretailingevidencefromghanaianonlineconsumers AT patrickkwekugbolonyo doeservicequalityandcustomersatisfactionaffectloyaltyineretailingevidencefromghanaianonlineconsumers AT changbingjiang doeservicequalityandcustomersatisfactionaffectloyaltyineretailingevidencefromghanaianonlineconsumers |