Examining the Relationship Between the E-Service Quality of Indonesian Fashion Retailers’ E-Commerce Websites, Customer Satisfaction, and Purchase Intention

View Full Paper

Ask AI

Bookmark

Overall e-service quality positively influences customer satisfaction and purchase intention, showing critical connections.
Among five e-service quality dimensions, reliability, personalization, and trust significantly impact overall quality, indicating key factors for retailers.
Using a quantitative descriptive method, this study gathered responses from 300 online shoppers in Indonesia to assess perceptions of e-service quality.
Customer satisfaction acts as a mediator between e-service quality and purchase intention, highlighting its importance in the e-commerce process.

Authors

Discussion

No takes yet. Share an insight, caveat, or question.

Quantitative analysis uncovers how e-service quality affects customer satisfaction and purchase intention in Indonesian fashion e-commerce.

Santoso et al. (2024) studied this question.

View Full Paper

Ask AI

Bookmark

Quantitative analysis uncovers how e-service quality affects customer satisfaction and purchase intention in Indonesian fashion e-commerce.