The Effect Of E-Service Quality On Customer Perception
E-service quality is increasingly recognized as a key determinant for successful electronic commerce as an antecedent of satisfaction with services. In the e-shopping environment context, some recent research has supported the impact of e-service quality on customer satisfaction, trust and loyalty. However, there is no compherensive study to capture the perceptions of online customers in relation to antecedents and consequences of e-service quality attributes. The purpose of this paper is to explore the roles of e-service quality dimensions on attitudes and feelings of customers and to develop a conceptual framework to identify the antecedents and consequences of E-SQ based on grounded theory analysis of literature.
Keywords- E-Service Quality, Customer Satisfaction, Trust, Loyalty.