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Boosting Customer E-Loyalty: An Extended Scale of Online Service Quality

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Electronic Business & Commerce Department, Business School, Al Ahliyya Amman University, Amman P.O. Box 19328, Jordan
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Business Adminstration, Business School, Al Ahliyya Amman University, Amman P.O. Box 19328, Jordan
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Author to whom correspondence should be addressed.
Information 2019, 10(12), 380; https://doi.org/10.3390/info10120380
Received: 12 November 2019 / Revised: 28 November 2019 / Accepted: 29 November 2019 / Published: 3 December 2019
The Customer trust, satisfaction and loyalty with regard to the provision of e-commerce services is expected to be critical factors for the assessment of the success of online businesses. Service quality and high-quality product settings are closely linked to these factors. However, despite the rapid advancement of e-commerce applications, especially in the context of business to consumer (B2C), prior research has confirmed that e-retailers face difficulties when it comes to maintaining customer loyalty. Several e-service quality frameworks have been employed to boost service quality by targeting customer loyalty. Among these prominent frameworks is the scale of online etail quality (eTailQ). This scale has been under criticism as it was developed before the emergence of Web 2.0 technologies. Consequently, this paper aims to fill this gap by offering empirically-tested and conceptually-derived measurement model specifications for an extended eTailQ scale. In addition, it investigates the potential effects of the extended scale on e-trust and e-satisfaction, and subsequently e-loyalty. The practical and theoretical implications are highlighted to help businesses to design effective business strategies based on quality in order to achieve enhanced customer loyalty, and to direct future research in the field of e-commerce.
Keywords: e-trust; reputation; e-service quality; e-loyalty; e-satisfaction; etailq; e-satisfaction. website design e-trust; reputation; e-service quality; e-loyalty; e-satisfaction; etailq; e-satisfaction. website design
MDPI and ACS Style

Al-Adwan, A.S.; Al-Horani, M.A. Boosting Customer E-Loyalty: An Extended Scale of Online Service Quality. Information 2019, 10, 380.

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