An assessment of customers’ e-service quality perception, satisfaction and intention

Customer Satisfaction as Mediator Between Website Service Quality and Repurchase Intention: An Emerging Economy Case

“…Gounaris et al (2010) substantiated that e-satisfaction mediates the effect of e-service quality on customer's behavioural intentions, namely site revisit, word-of-mouth communication, and repeat purchase. Udo et al (2010), in a study of the United States, found that the indirect or mediating influence of satisfaction on web service quality and behavioural intention is indeed stronger than the direct influence of web service quality on behavioural intentions. Shin et al (2013) confirmed that website quality can affect repurchase intention by enhancing customer satisfaction in online transactions.…”

“…Further, customer satisfaction also mediates the relationship between website quality and repurchase intention. This presumption was formed on the basis of previous studies that website quality of online shopping is a predictor of repurchase intention (Shin et al 2013, Udo et al 2010) as well as a significant indicator of customer satisfaction (Lee and Lin 2005, Zhou et al 2009, Shin et al 2013. Gounaris et al (2010) substantiated that e-satisfaction mediates the effect of e-service quality on customer's behavioural intentions, namely site revisit, word-of-mouth communication, and repeat purchase.…”

“…Service quality has an indirect positive influence on post-purchase intention also. Udo et al (2010) found website content and service convenience as important dimensions of website service quality. Shin et al (2013) identified website service quality as a composite of six dimensions of shopping convenience, site design, information usefulness, transaction security, payment system, and customer communications.…”

“…Ha et al (2010) highlighted the role of positive attitude in the formation of a customer-satisfaction and repurchase intention. There is a significant relationship between website quality and user satisfaction, and this relationship affects the actual use of online services (Li and Jiao 2008, Gounaris et al 2010, Udo et al 2010.…”

State-of-the-Practice in Evaluation of Quality of Experience in Real-Life Environments

“…We also refer the readers to the work of Kemp (ref. no. [12]) who studied the impact of price of service on user satisfaction, as well as [13,14,15] where the impact of content quality and diversity was analyzed.…”