A STUDY OF THE CUSTOMERS’PERCEPTIONS OF E-SERVICE QUALITY AND LOYALTY IN ONLINE SHOPPING

Abstract

Customer satisfaction is becoming an area of great interest for companies and customer satisfaction has a direct impact on the profitability of a company. This paper develops to examine the relationship among e-service quality & loyalty dimensions and overall service quality & loyalty, customer satisfaction and purchase intentions. Online customers thus expect higher levels of service quality than traditional channels customers. Without that, the customers can easily switch to other online shops by clicking the mouse in the C2C e-business model. So, making full use of limited resources, improving the service quality and the customer satisfaction, then maintaining the customer loyalty are particularly important. The present research study has used non-probability convenience sampling research methods include Chi-Square to study the impact of service quality & service loyalty of on-line marketers on customers, information quality, website usability, reliability, responsiveness, assurance and personalization respondent’s behaviour and benefits and services of online shopping. Simple percentage analyses have been used in the analysis. The paper integrates previous literature on service quality and customer loyalty and develops valid and reliable measures of performance based e-store customer service quality and e-store customer loyalty.