Volume : V, Issue : VI, June - 2015

INFLUENTIAL FACTORS OF E–RETAIL SERVICE QUALITY AFFECTING E–SATISFACTION

Manpreet Kaur Srf

Abstract :

 The expeditious development of technology and internet has diverted company direction to retain customer e–satisfaction. Customer satisfaction is becoming an area of great interest for companies and customer satisfaction has a direct impact on the profitability of a company. With regard to customer satisfaction’s importance, we investigate the impact of service quality dimensions on customer satisfaction .Thus, the sample of this survey consist of online buyers who have deal with e–retailer. A quantitative approach was employed using questionnaires; the sample consisted of 494 respondents. Factor analysis were used to access the dimensions affecting e–retail service quality and Regression technique were used to analyse the impact of service quality dimension on customer satisfaction. Results showed that the independent variable i.e. service quality dimensions i.e .responsiveness, functionality, security, ease of use, information, design, reliability and personalisation are found to have a significant and positive association with customer satisfaction.

Keywords :

Article: Download PDF   DOI : 10.36106/ijar  

Cite This Article:

Manpreet Kaur (SRF) Influential Factors of E-Retail Service Quality Affecting E-Satisfaction Indian Journal of Applied Research, Vol.5, Issue : 6 June 2015

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