Title: Study of e-services quality and customer loyalty: a moderated mediation model of perceived switching cost and e-satisfaction

Authors: Deepika; Shashank Vikram Pratap Singh; Sumanjeet Singh; Binod Kumar Rajak

Addresses: Department of Commerce, PGDAV College, University of Delhi, India ' Department of Commerce, Delhi School of Economics, University of Delhi, India ' Department of Commerce, Ramjas College, University of Delhi, India ' Department of Management Studies, Nalsar University of Law, Hyderabad, Telangana, 500101, India

Abstract: The internet has given birth to the new industry called online retailing, which involves selling via the internet. It is a hot and fast-growing industry and can grab the attention of retailers as well as customers. Despite this tremendous attention, the success rate did not meet the expectations. The association between e-service quality (E-SQ) and customer loyalty (CL) has remained ambiguous due to contradictory empirical results and how the relationship between these two variables gets affected when e-satisfaction (E-S) and perceived switching costs (PSCs) also come into the picture. There is such study which talks about the moderated mediation effect of PSC and E-S between E-SQ and CL. Data was collected from 242 respondents who entertain him/herself shopping over the internet. The results exhibited that all three constructs have strong association along with the mediating effect of E-S, but we did not find the moderating role of PSC. Implications, limitations and future study have been explained in this investigation.

Keywords: perceived switching costs; PSCs; e-service quality; E-SQ; mediation and moderation e-satisfaction; customer loyalty.

DOI: 10.1504/IJBIS.2023.132805

International Journal of Business Information Systems, 2023 Vol.43 No.4, pp.528 - 541

Received: 22 Jun 2020
Accepted: 13 Aug 2020
Published online: 10 Aug 2023 *

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