Assessing the Effects of E-quality and E-satisfaction on Website Loyalty

Abstract

The e-quality metric needs continued development and validation when measuring customer's satisfaction and loyalty in e-shopping environment. Adding the newly developed service quality scales E-S-Qual to the D&M IS Success Model in order to assess a websites loyalty model, a set of empirical data including 668 usable questionnaires was collected through online survey to test estimates in the model. The findings of this research indicate that the service quality and information quality have strong impacts on e-satisfaction, which, in turn, has a significant effect on e-loyalty and the mediating role of e-satisfaction is evidenced in this model.