A study on impact of online service quality on customer satisfaction in e-retailing business

Abstract

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.

Measuring Online Customer Satisfaction Based on Customer Reviews: Topic Modeling Method Using Latent Dirichlet Allocation (LDA) Algorithm

“…However, Wang et al argue that it is a socially constructed response to the customerproduct-provider relationship, challenging existing definitions [9]. Factors like customer knowledge, equity, product performance, and discomfort moderate satisfaction [25]. Customer satisfaction results from disconfirming initial expectations [11].…”

The Implication of e-Service Quality to Customer Satisfaction on Behavioral Intention in Pension Funds Digitalization Services

“…Therefore, the speed of pension fund management officers in responding to customer questions and desires is a factor that can increase customers. Jennifer (2006) quoted on Thenmozhi et al, (2022) examined the role and nature of e-service suggest that effective utilization by customers online largely determined by the availability of communications relating to the nature, components, and limitations of the electronic service experience. The existence of a helpdesk feature either through chat or telephone media can improve Proceedings of the 3 rd Asia Pacific International Conference on Industrial Engineering and Operations Management, Johor Bahru, Malaysia, September 13-15, 2022 © IEOM Society International communication media for digitizing pension funds management services, where customers are open to learning and communicating related to pension funds management information, but customers feel that communication media for various service application problems are still lacking.…”