Paper Details

Name: Rupina Popli, Subash Chandra Nath
Country: India

Year: 2023
Volume: Volume-10, Issue-1 (January-June)
Page Number: 26-34

The purpose of this paper is to measure the effect of basic service quality (E-S-QUAL) of e-shops on consumer satisfaction using E-S-QUAL scale. Also, the study examines the mediating role of perceived value on the relationship between E-S-QUAL and consumer satisfaction in the context of online shopping. Questionnaires were collected from 412 e-shoppers from all over India. E-S-QUAL scale developed by Parasuraman et al., 2005 is adopted without revision to measure service quality of e-shops. Statistical methods such as Multiple regression, PROCESS Procedure for SPSS Version 3.4 Macro by Andrew F. Hayes-2019 for Mediation a bootstrapping test were used to analyze the data. Two dimensions of E-S-QUAL scale such as fulfillment and privacy are significantly impacting the basic service quality rest of the two dimensions efficiency and system availability are not significantly influencing the perceived service value. It also found that perceived value fully mediated the relationship between E-S-QUAL and consumer satisfaction. The study helps the e-commerce industry to understand e-shoppers’ perception about the service quality and the facts relating to recovery performance of the e shops. Also, it contributes to formulate the best attractive practices by the online shops in India.
Keywords E-commerce, E-S-QUAL, Perceived Value, Customer Satisfaction, Mediation, Paper type Research paper