Interrelation between E-service Quality and E-satisfaction and Loyalty

Abstract

Online services are now an integral part of most organizations. Their online presence is for extra valued added features to serve their customers better, however, many of them are not aware of how to make their online presence more attractive to their valued customers such as meeting their needs and having a strategic plan to retain customers using their websites. This research has planned to set up a conceptual framework that would facilitate the development of E-service quality and introduce a valid and reliable measurement for customer loyalty and E-satisfaction. A survey based on questionnaires was prepared and sent to potential respondents from the IT, marketing, management, and finance customer departments. The findings showed that there are 9 independent variables that have an effect on customer loyalty and satisfaction namely Trustworthiness, Reliability, Ease of Use, Security, Personalization, Responsiveness, Accessibility/ Convenience, Aesthetic and Utilitarian.

Keywords: e-Service quality, Customer satisfaction, online business, technology acceptance theory, Customer loyalty