Customer perceptions of e‐service quality in online shopping

Purpose This paper develops a research model to examine the relationship among e‐service quality dimensions and overall service quality, customer satisfaction and purchase intentions. Design/methodology/approach Data from a survey of 297 online consumers were used to test the research model. Confirmatory factor analysis was conducted to examine the reliability and validity of the measurement model, and the structural equation modelling technique was used to test the research model. Findings The analytical results showed that the dimensions of web site design, reliability, responsiveness, and trust affect overall service quality and customer satisfaction. Moreover, the latter in turn are significantly related…