The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e‐commerce settings

Purpose The paper aims to empirically investigate the relationship between perceived service quality, satisfaction, trust, and loyalty in e‐commerce settings in two cultures – Malaysian and Qatari – at the level of construct dimensions. Design/methodology/approach A survey method approach was used in this study. To test the dimensionality of the perceived service quality, all 20 items were analyzed using oblique rotation and varimax rotation. The hypotheses were tested using the structural equations modeling and general linear model of univariate analysis of variance. Findings Perceived service quality was found to have a significant impact on customer satisfaction. In turn customer satisfaction was found to…