The effect of e-service quality on Jordanian student’s e-loyalty: an empirical study in online retailing

Abstract

The purpose of this paper is to examine the dimensions of e-service quality, its effects on e-satisfaction and e-trust and its impact on behavioural and attitudinal loyalty in Jordanian youth users of online retailing. The scale proposed in this study has been specifically constructed using the four models most recognised for measuring e-service quality: E-S-QUAL, WebQual, eTransQual and eTailQ. The dimensions used in this study are efficiency, privacy, reliability, emotional benefit and customer service. The research model was statistically tested by students in Jordan, using Amazon.com. It is found that privacy, reliability, emotional benefit and customer service are important elements to measure the e-service quality, but efficiency is not. E-trust was found to be an antecedent of e-satisfaction, and behavioural loyalty an antecedent of attitudinal loyalty. The contribution of this study is thus the investigation of the causal relationship between the e-service quality dimensions, e-satisfaction, e-trust, behavioural loyalty and attitudinal loyalty, where it is necessary to consider the subject in more depth and to examine e-service quality dimensions based on a proposed model constructed from the four most common models.