The impact of e-service quality and customer satisfaction on customer behavior in online shopping

Detalhes bibliográficos
Autor(a) principal: Rita, Paulo
Data de Publicação: 2019
Outros Autores: Oliveira, Tiago, Farisa, Almira
Tipo de documento: Artigo
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: https://doi.org/10.1016/j.heliyon.2019.e02690
Resumo: Rita, P., Oliveira, T., & Farisa, A. (2019). The impact of e-service quality and customer satisfaction on customer behavior in online shopping. Heliyon, 5(10), [e02690]. https://doi.org/10.1016/j.heliyon.2019.e02690
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spelling The impact of e-service quality and customer satisfaction on customer behavior in online shoppingBusinessConsumer behaviorCustomer satisfactionCustomer truste-service qualityInformation scienceMarketingOnline shoppingRetailingGeneralSDG 12 - Responsible Consumption and ProductionRita, P., Oliveira, T., & Farisa, A. (2019). The impact of e-service quality and customer satisfaction on customer behavior in online shopping. Heliyon, 5(10), [e02690]. https://doi.org/10.1016/j.heliyon.2019.e02690The purpose of this study is to develop new knowledge to better understand the most important dimensions of e-service quality that have impact on customer satisfaction, customer trust, and customer behavior, building on existing literature on e-service quality in online shopping. This study focuses on the four-dimensions of e-service quality model that better predict customer behavior. It not only tests the impact of customer satisfaction on customer behavior such as repurchase intention, word of mouth, and site revisit, but also the impact of customer trust. The result is expected to extend the knowledge about different country culture vis-á-vis different relevance of e-service quality attributes. Data from an online survey of 355 Indonesian online consumers was used to test the research model using structural equation modelling. The analytical results showed that three dimensions of e-service quality, namely website design, security/privacy and fulfilment affect overall e-service quality. Meanwhile, customer service is not significantly related to overall e-service quality. Overall e-service quality is statistically significantly related to customer behavior. Future research should consider a variety of product segments and/or other industries to make sure that the measurement works equally well. In other industry setting, the measurement may need to be adjusted. Future research could also use different methodologies such as focus group and interviews.NOVA Information Management School (NOVA IMS)Information Management Research Center (MagIC) - NOVA Information Management SchoolRUNRita, PauloOliveira, TiagoFarisa, Almira2019-11-04T23:39:06Z2019-10-012019-10-01T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/article14application/pdfhttps://doi.org/10.1016/j.heliyon.2019.e02690eng2405-8440PURE: 15301403http://www.scopus.com/inward/record.url?scp=85074091548&partnerID=8YFLogxKhttps://doi.org/10.1016/j.heliyon.2019.e02690info:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2024-03-11T04:38:45Zoai:run.unl.pt:10362/86404Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-20T03:36:41.103090Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse
dc.title.none.fl_str_mv The impact of e-service quality and customer satisfaction on customer behavior in online shopping
title The impact of e-service quality and customer satisfaction on customer behavior in online shopping
spellingShingle The impact of e-service quality and customer satisfaction on customer behavior in online shopping
Rita, Paulo
Business
Consumer behavior
Customer satisfaction
Customer trust
e-service quality
Information science
Marketing
Online shopping
Retailing
General
SDG 12 - Responsible Consumption and Production
title_short The impact of e-service quality and customer satisfaction on customer behavior in online shopping
title_full The impact of e-service quality and customer satisfaction on customer behavior in online shopping
title_fullStr The impact of e-service quality and customer satisfaction on customer behavior in online shopping
title_full_unstemmed The impact of e-service quality and customer satisfaction on customer behavior in online shopping
title_sort The impact of e-service quality and customer satisfaction on customer behavior in online shopping
author Rita, Paulo
author_facet Rita, Paulo
Oliveira, Tiago
Farisa, Almira
author_role author
author2 Oliveira, Tiago
Farisa, Almira
author2_role author
author
dc.contributor.none.fl_str_mv NOVA Information Management School (NOVA IMS)
Information Management Research Center (MagIC) - NOVA Information Management School
RUN
dc.contributor.author.fl_str_mv Rita, Paulo
Oliveira, Tiago
Farisa, Almira
dc.subject.por.fl_str_mv Business
Consumer behavior
Customer satisfaction
Customer trust
e-service quality
Information science
Marketing
Online shopping
Retailing
General
SDG 12 - Responsible Consumption and Production
topic Business
Consumer behavior
Customer satisfaction
Customer trust
e-service quality
Information science
Marketing
Online shopping
Retailing
General
SDG 12 - Responsible Consumption and Production
description Rita, P., Oliveira, T., & Farisa, A. (2019). The impact of e-service quality and customer satisfaction on customer behavior in online shopping. Heliyon, 5(10), [e02690]. https://doi.org/10.1016/j.heliyon.2019.e02690
publishDate 2019
dc.date.none.fl_str_mv 2019-11-04T23:39:06Z
2019-10-01
2019-10-01T00:00:00Z
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv https://doi.org/10.1016/j.heliyon.2019.e02690
url https://doi.org/10.1016/j.heliyon.2019.e02690
dc.language.iso.fl_str_mv eng
language eng
dc.relation.none.fl_str_mv 2405-8440
PURE: 15301403
http://www.scopus.com/inward/record.url?scp=85074091548&partnerID=8YFLogxK
https://doi.org/10.1016/j.heliyon.2019.e02690
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv 14
application/pdf
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instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron:RCAAP
instname_str Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron_str RCAAP
institution RCAAP
reponame_str Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
collection Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
repository.name.fl_str_mv Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
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