Does E-Store Service Quality Affect Customer Loyalty?

Posted: 28 Oct 2009

See all articles by Ponirin Ponirin

Ponirin Ponirin

Tadulako University - Economics Faculty

Donald Robert Scott

Southern Cross University

Tania von der Heidt

Southern Cross University

Date Written: August 11, 2009

Abstract

This paper examines the relationship between performance assessed electronic store (e-store) service quality and e-store customer loyalty in an electronic retailing environment.

The research was carried out using a web-based survey method involving 3 e-stores and 324 e-customers. The survey data was then used to test models of e-store service quality and e-store customer loyalty and to assess the relationship between them. Six determinants of performance based service quality for an e-store were tested for validity and reliability. These determinants were “ease of use”. “empathy”, “merchandise”, “security”, “product delivery”, and “purchase option”. Customer loyalty determinants that were identified were “word-of-mouth communication”, “purchase intention” and “complaining behaviour.” A strong positive association between e-store service quality and e-store customer loyalty was found.

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.

Keywords: e-store, e-store service quality, e-store customer loyalty

JEL Classification: C42, C31, M31

Suggested Citation

Ponirin, Ponirin and Scott, Donald Robert and von der Heidt, Tania, Does E-Store Service Quality Affect Customer Loyalty? (August 11, 2009). Available at SSRN: https://ssrn.com/abstract=1447547 or http://dx.doi.org/10.2139/ssrn.1447547

Ponirin Ponirin (Contact Author)

Tadulako University - Economics Faculty ( email )

Jl. Sukarno-Hatta
Palu, Sulawesi Tengah 94118
Indonesia

HOME PAGE: http://www.untad.ac.id

Donald Robert Scott

Southern Cross University ( email )

P.O.Box 157
Lismore, New South Wales 2480
Australia

Tania Von der Heidt

Southern Cross University ( email )

Lismore, New South Wales 2480
Australia

Do you have negative results from your research you’d like to share?

Paper statistics

Downloads
365
Abstract Views
2,231
Rank
149,136
PlumX Metrics