The Effects of E-Retail Service Quality on Repurchase Intention

Article Information
Journal: Business and Economics Research Journal
Title of Article: The Effects of E-Retail Service Quality on Repurchase Intention
Author(s): Melih Başkol
Volume: 7
Number: 4
Year: 2016
Page: 107-121
ISSN: 1309-2448
DOI Number: 10.20409/berj.2016422342
The purpose of this study is to investigate the dimensions of e-retailing service quality and the affects of e-retailing service quality on customer’s repurchase intention. Appropriate measures which are based on literature were used and tested 358 studens of Bartın University faculty of Economics and Administrative Sciences by questionnaire survey and suryey results were analysed by using Structural Equation Modelling. The results of our analysis showed that e-retailing service quality can be theorised as a composite of six dimensions of ease of use, reliability, customer service, order condition, order accuracy, timeliness of order delivery. The results also showed that ease of use, customer service and order condition have strong affects on e-retailing service quality. Second section of the study confirmed that e-retailing service quality has positive and strong affect on customer repurchase intention.

Keywords: E-Service Quality, Service Quality, Repurchase Intention, E-Retailing, Retailing

JEL Classification: M30, M31 Full Text