The Importance of Information, System and Service Quality of E-commerce Website on Customer Satisfaction and Loyalty in Bangladesh

Abstract

Online business is gaining momentum day by day in the world and in Bangladesh in general, the number of e-commerce businesses is constantly increasing which is the result of how the technology and how it is being done is getting better. Guided by the purpose of this study “Examining the importance of information quality, system quality and service quality of electronic commerce websites to the customer satisfaction and loyalty in Bangladesh”, research has conducted based on knowing the relationship between website quality and customer satisfaction and loyalty. With the help of 450 participants, this study found that young people participated in online shopping more than other categories of residents in Dhaka, the Capital city of Bangladesh where the survey was conducted. Another finding of this study is that both under-graduates and post-graduates are highly involved. Most online shoppers have shown that they do it at least once a month, with 37.8 percent doing it. To find out the relationship between (information quality, system quality, and service quality) and customer satisfaction and loyalty, SPSS (16.0) was used and the study found that all factors of website quality have a strong and direct relationship to satisfaction and loyalty of customers and results also find that satisfaction is closely related to loyalty. Current research has advised online business owners to pay close attention to all factors of website quality as they are more important factors in satisfying customers, attracting new customers and expanding or promoting e-commerce in general.

Keywords: Information Quality, System Quality, Service Quality, Customer Satisfaction, Customer loyalty.

DOI: 10.7176/EJBM/12-14-11

Publication date:May 31^st 2020